ComplaintsforTake 5 Oil Change

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In either March or April 2023 I had my oil changed at Take 5 Oil change ddarpmventuresllc in Hattiesburg MS. They were the last people to touch my car or change oil. On May 22 my car suddenly stalled and ma**** loud rattling noises and I was forced to pull over off interstate. I was 282 miles from home and so I had my KIA Soul 2017 towed to closest place for free with Triple AAA membership. KIA manager at service department said the drain plug was gone from oil pan and that there was not a need for a diagnostic test because whoever changed oil last didn’t properly close that plug. I notified Take 5 Oil and after a week of calling I get a district manager to contact me. Have several texts messages where I was told my engine would be replaced by them since they were the last ones to change my oil and they had spoken to KIA service manager in Tuscaloosa Al. I was told they would eat the cost and that the work order was approved and engine ordered through KIA Tuscaloosa. I waited a week or so and then I call to check on update. Told they are waiting for insurance adjuster. I didn’t know about this cause Take 5 didn’t inform me of change of plan . I was texted the reason was to get me a rental car and that by filing with their insurance it “might get paid AND I would get a rental via their insurance company . I was also assured at this time even if claim was denied I would be reimbursed for Ubers, rental car etc. I was told they would replace my engine either way also that this was “just the process they had to go through first”. None of this happened . I finally receive word that their conclusion is something to do with oil pan bolt that’s connected to engine was either missing or improperly installed and that there is a clause that doesn’t cover this in their policy. It will cost $7300 to replace my engine. I owe money on car, I have no mode of transportation or way to make two car payments. Take 5 did not do what they said or take accountability.

  Business response

  07/07/2023

  Ms. ******* **** did receive an oil change on 03.23.2023 and she is a repeat customer of ours, so this situation is not good for anyone. We regret every instance where vehicle failures burden our customers and unfortunately many Hyundai and Kia customers are being affected nationwide by this mid-interval plug-out situation. (NOLN, Oct. 17, 2022)
  When we were notified of this issue on 5.25.2023, we took the necessary steps to ensure we are properly handling this situation. First, the vehicle was in Tuscaloosa, AL. We don’t have any shops in the area, so we took the necessary steps to investigate the vehicle ourselves. While at the dealership inspecting the vehicle the service manager asked if we would like to order the new engine. We declined to order the engine, but he insisted because he quote unquote swaps plenty of these engines so if we don’t replace it then he would still be able to use the engine. See article attached. We did, however, ask for an estimate for repair. The service manager ordered the engine and sent us an estimate. The total amount for the repair would have exceeded our normal repair standards. Therefore, we decided to involve our insurance company. Our insurance adjuster determined that this case would not be covered due to the allegations, history of service, and issues with the oil pan bolt connector.
  We are denying this claim due to the accusation that we didn’t tighten the plug correctly. If we didn’t tighten the plug, then the oil would have started leaking the moment it left our facility. If we didn’t tighten the plug, then it would not have traveled for 1800 miles. We are more than willing to help Ms. **** in any way we can but to accept responsibility for a plug-out situation after servicing the vehicle 1800 miles and 2 months ago which had no apparent leaks throughout the service interval.

   

   NHTSA Opens Investigation of Hyundai and Kia Oil Drain Pan Assemblies | National Oil and Lube News (noln.net)

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/22/2022 Take 5 performed an oil change on our vehicle, we paid $171.15. A couple of days later we notice an oil leak. We take the vehicle back to Take 5, the manager said the it was a transmission fluid leak. After that we did some more investigating at took the vehicle back to Take 5, the manager called his regional manager and he told us to take the vehicle to a mechanic. We took the vehicle to the dealer and $1200 later the leak was fixed. Take 5 over tightened the oil cap cover and it cracked the adapter going into the engine oil cooling system. We have contacted Driven Brands, Take 5 corporate and the franchise owner to help resolve this issue, and we have gotten nowhere. ****

  Business response

  06/08/2023

  After reviewing the details of this claim, we discovered the following points when investigating this matter.. On 12.22.23 Ms. ******* arrived at our Hattiesburg, MS facility. It was on this date that we informed the customer of an apparent leak while performing the oil change service. Our service history indicates two previous visits. The most recent being 9k miles and 19 months. The other visit was 7years ago. 
   A couple of days later the customer returned due to their vehicle experiencing leaks. We informed the customer that it may have been transmission fluid, however we are not mechanics. Upon the third visit to our facility, we advised the customer to have the vehicle inspected to identify a diagnosis of what is causing the leak. The next communication that we received was that the repair had already been completed and paid for without the knowledge of Take 5. We were simply asked to pay for the repair bill. We were not informed that the dealership stated that this was caused by an overtightening of the oil filter. Furthermore, if we were informed of this accusation, we would have asked for proof of this claim and/or to repair this issue at reasonable cost. 
  We then reached out to Pine Belt about the issue. According to the dealership this is a common issue and might possibly make it to recall status. This claim is also backed up by the attached bulletin. The dealership made no mention of this being the result of an overtightened oil filter. If the cause of this leak was due to poor gaskets on the oil cooler, then we are perplexed as to how changing the oil filter would cause this issue. We are more than willing to step up to the plate and pay for any damages that are caused on our behalf. But we must be fair to all parties involved. If this were something we accept responsibility for we should be afforded the chance to have the repair at a reasonable price. The average price for an oil cooler replacement on a 2014 Jeep Wrangler is estimated at $800. 

  Our invoice states " Do not have any diagnostic or repair work performed on your vehicle without first securing approval from a Take 5 District Manager. Take 5 is not responsible for any repairs, towing, diagnostics, or other services completed without Take 5's authorization." 

  
  It is for these reasons that we have decided to deny this customer's claim for reimbursement. 

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