ComplaintsforNorthwood Pennzoil

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 7, 2024, I visited Northwood Penzoil in Northwood, OH 43619 for a quick 10-minute oil change. However, my experience quickly turned into a nightmare. Upon arrival, I promptly paid for the service with my credit card. Yet, after approximately 20 minutes on the lift, I was informed that the plug from my previous oil change had been stripped, rendering it impossible to remove. I provided the attendant with the sticker from my last visit, indicating that this location had indeed conducted my previous oil change. Subsequently, the owner suggested seeking assistance from Midas across the street to resolve the issue. As a result, I was left waiting for over two hours, only to witness my car leaking oil upon their attempts to remove the plug. Contrary to their claims, my car was not leaking oil prior to this visit; I had specifically come in due to concerns about excessive oil leakage. Despite the owner's attempt to resolve the situation with a universal plug, the leakage persisted, and I was advised to drive home quickly to avoid further damage. Upon reaching another mechanic, it was revealed that Northwood Penzoil had caused significant damage to my oil pan while attempting to extract the plug. The only viable solution was to replace the entire oil pan, amounting to a $300 expense. When I contacted Northwood Penzoil to address the issue, I was met with hostility and refusal to refund the cost of the oil change. Furthermore, I was appalled by the unprofessional behavior witnessed during my visit, including employees smoking and using foul language. This level of service is completely unacceptable, especially considering my years of loyalty to the establishment. Despite threats to involve the media, Northwood Penzoil only agreed to refund the oil change fee, neglecting responsibility for the damage caused to my car. This experience has left me deeply dissatisfied, and I will not be returning to Northwood Penzoil in the future.

  Business response

  06/25/2024

  Hello:

  To respond to this claim yes, the lady came in June 6, 2024.  I personally with my assistant changed the oil in her vehicle.

  #1 She has been coming to my store for a long time.

  #2 Last time she came she told us, and we had everything on recording saying she was in a different place for her oil change, and they tried to remove the plug and stripped it.  He did get the plug out for her and put a new plug in and told her what we did.  We told her to go to Midas because her oil pan was messed up before she got here.  She did call and start cussing out an employee demanding a refund.  He told her he would need to talk to the owner and would get back with her.  She continued to be rude to the employee. 

  We did refund her money to her on 6/6/24 (same) day.

  I assure you no one in my shop was rude to her.  She was very rude to my guys and my guys do not smoke in the shop, they are very professional.

  Customer response

  06/25/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  this is a direct line. Every oil change that I have had done has been at this location. I gave them the sticker right off my window from the last time I came they definitely do not have me on recording saying that I was not in that oil change place the last time that is the only place I got my oil change from. I have every receipt from there. Also I even still have the payment on my bank statement from the last time I came there. My jeep is still sitting in my driveway not running with Andriy. I have videos and everything of this I want something dung about this that is a direct why they did my last oil change on my jeep. I handed them the sticker out of the window. I told them they did the last oil change that that is why they went to the auto parts store and bought a plug because they knew they messed my car up  if nobody wants to help me I am contacting a lawyer 
  ***** ****

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went on Sept 26, 2022, and had an oil change, the owner talked me into getting a transmission flush. I agreed, when I came home my car was leaking from the front seals to the radiator because they over filled my transmission with too much fluid. I did not drive the car any since the flush and refill of fluid. I called and they told me to come back, and this was on October 5, 2022 I had not drove car anymore. The owner pulled dip stick and check put a funnel in transmission filling hole. Walked to the other bay and left me sitting and then yells there are two certified mechanics under my car. Then after a few minutes he comes back and adds more transmission fluid and pretty soon the mechanic says he can't see a leak. Comes out and says maybe from being filled it has a pinhole leak at the seal. Then the other guy (owner) adds more transmission fluid and I ask why he said, "Well you said it is leaking." He added twice. This car has never leaked until you did this. I told him I believe he over filled the transmission, because on the day I took it back, in reverse it slipped, and the gears struggled to get there. I told them this, but he keeps saying I said it leaked, I had put trays under the car to show what was leaking not how much to show what as leaking and he thinks that is all that it leaked. He kept raising his voice at me on the phone so naturally I also raised mine back as I was telling him what was going on and he kept saying the dumpiest things. He kept yelling oh my God oh my God. It is his claim that the machine is preset and doesn't make a mistake, but anyone knows that he could have put in the wrong make and model of car. They treated me like a dumb blond. I have gone there for all of my oil changes and never had them do anything else. What a mistake I made.

  Business response

  10/25/2022

  [BBB Transcription via Phone]

  My name **** *****. The lady came here and asked for a oil change. We have a 22 check point. We check the car and we let them know what it needs. We showed her the transmission fluid. It was dark and she asked us to do the flush. After we did the transmission and oil change. We sprayed brake cleaner on her brakes. She called us back and said that she had a transmission fluid leak. I asked her how much transmission fluid. She said 2 drops. She brought the car back and stated maybe we put to much in. So we checked the transmission level and it was exact 3 times. The car must be running to check the transmission and she insisted that was wrong. 

*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. ↩