Complaints

• Initial Complaint

  01/22/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Visiting advance Auto on **************** ,**. I decided to purchase 2 bottles of Lucas oil cylinder cleaner as they were on sale two for nine bucks. Of course advance Auto in ******* you can stand at the counter for 10 minutes they won't help you until they're ready. So it was a good song on the stereo system, I was kind of playing ear drums, In the worker instead of going behind the counter and helping me which he should do. He walks around tells me I'm spilling the Lucas oil all over the place. Our pair of brand new $179 boots I purchased a day before but they are completely ruined. Between call and advance Auto trying to get help, Heard nothing from them, Decided to contact Lucas oil. They returned the phone call promptly, PROMISE ME SOMEONE IN TOUCH WITH ME, MY COMPLAINT IS WHY ISN'T IPRODUCT SEALED NUMBER ONE, THEY SWORE UP AND DOWN APOLOGIES GALORE.. WE WILL GET IN TOUCH WITH THE NEXT COUPLE DAYS GIVE US UP TO 48 HOURS. THEN THE OLD WE CARE ABOUT OUR CUSTOMER SERVICE BLAH BLAH BLAH HERE I AM OVER A WEEK LATER..NOT A SINGLE EMAIL BACK, NOT ONE PHONE CALL AFTER THEY PROMISED. THIS IS HOW THEY TREAT THEIR CUSTOMER? NO WONDER THEY'RE NOT ACCREDITED WITH THE BBB THEY'RE TOO EMBARRASSED FOR THE ***** TO KNOW THAT THEY DO NOT CARE ABOUT THEIR CUSTOMERS, ALL THEY CARE ABOUT IS THEIR OWN POCKETBOOKS! *** *** SAT OVER $200 PAIR OF BOOTS.. ONE THING IF YOU WANT TO DO NOTHING ABOUT IT DON'T PROMISE ME YOU WILL AND THEN DON'T DO NOTHING AND AFTER FUTURE CORRESPONDENCE, I GET COMPLETELY IGNORED!

  Customer response

  01/23/2025

  I don't see any message from them? I do not have access to a computer. Nor do I use them anymore after seven counts of identity theft. 

   They promise me on the phone they'd be in touch over a week ago and haven't been, I got a letter from BBB saying they have a message for me which I cannot find I need help

  

  Business response

  02/05/2025

  Good day we are sorry for the inconvenience. We do take customer satisfaction seriously and are responding to this request because of that. As the manufacture of this item which I assume was Lucas upper Cylinder Lubricant 5.25 oz size Part number ***** based on your description. We take great measures during the manufacturing process to ensure that our products are properly packaged this includes the installation of the cap. This product has a seal inside of the cap and when it is installed it is tightened to a specific torque by the production machine then it is double checked in a quality assurance process prior to being placed into the box. One clue that the cap may have not been installed properly at the time of manufacturing is that the bottle would likely be wet from the shipping process and the process of how ADVANCE stocks the store. You do not mention the product bottle being wet with fluid as you picked it from the shelf nor while playing the AIR DRUMS. The unfortunate thing with products sitting on a retail shelf is we have no control as to what may or may not happen to them as they await purchase. Is it possible that the product was opened by someone prior to you selecting the product to purchase? Maybe but we will never know. May I ask did the cap come completely off of the product or was the cap just loose enough to allow some product to come out of the bottle while you were playing the AIR DRUMS? I do apologize for this inconvenience and would be willing to send you a complementary bottle of this great product if that is something you would like for me to do? Please let us know if this is something you would like to receive and I can get an order processed and shipped to you. Have a great day 

  Customer response

  02/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Nothing was done no ********** boot reimbursement! just a load of incompetent uneducated bull from someone who thinks he is a CEO who has no idea about his own productsThese products are not sealed, So he doesn't even know his own product trying to tell me I'm at fault for them having a loose cap? 

  I WANT REIMBURSEMENT FIR MY 2 DAY ILD WORK BOOTS THAT ARE COMPLETELY RUINED DUE TO A LOOSE CAP.

  
  Regards,
  
  ****** ******

  
  

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would like file a complain against Lucas products *** headquarters in ******* for damage done to my car from their product power steering stop leak. I purchased a bottle of Lucas power steering stop leak from ******* because it advertised it will stop squealing with my power steering pump and other benefits and can be used in any vehicle and compatible with any other power steering fluid. So I used it as direct and this product because of the thick velocity of the power steering fluid it end up damage of my power steering system. My rack and pinion pacifically and did not stop the squealing from my pump. After getting the damage assess by a ASE certified mechanic inform me because of the thickness of this fluid my power system steering system was not able to lubricate quickly as recommended by my car manufacturer and that every power steering system is different and this product cannot be used in every vehicle even though Lucas advertised it can be. And from what I research there's a wide range of customers who have had the same problem. So after putting it in a damage claim and going back and forth with a Lucas representative and even after I furnish the evidence which was a statement from my mechanic a statement from **** in which the car that I own stating that this product is no good for my vehicle and statements from other customers who have been through the same problem. A higher up in a company with the last name ************* stated an email that he would call me about this situation but still to date have not contact me which now is 2 weeks. Do not buy their products because if there is damage is done to your car by their product don't matter how much evidence you bring forth they will just hide from you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩