Complaints

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Oil not changed correctly, it was chalky watered down oil caused my motor to overheat. I lost my 2020 ******** earlier today. Of June 13, 2024

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/15 at 12:30 pm I went in for a routine oil change. I received my car back at 1:10 pm and upon leaving noticed my ** was blowing hot air. I promptly turned around and returned. Only to be told the mechanic had left for lunch and to come back in one hour. I was back at the shop at 2:30 pm, and they stated the mechanic had gone home. The manager attempted to diagnose my car, but kept saying, Im not a mechanic. After two hours, he released my car back to me stating to return Monday (7/17) to see the real Mechanic. No resolution was made and he kept stating that whatever the issue was, it had nothing to do with the oil change they performed. I returned Monday, 7/17 at 2:30 pm only to be told the mechanic was not in and was at a doctors appointment for his shoulder. Was told to come back Tuesday. An older gentleman was there Saturday, and was extremely rude and disrespectful to me and my 8 year old son. He kept saying that an oil change did not ruin the *** the ** was ruined by us. My son was also told that he spent too much time on his iPad and should make better use of his timewe were there for almost THREE hours. We had to entertain ourselves! I want a resolution to my vehicle, but I also feel that they are inexperienced in dealing with vehicles, since he kept saying the oil change guys are not mechanics. They should not be operating on cars if they dont have experience.

  Business response

  08/23/2023

  We are writing in response to the concerns raised by ********** regarding his recent service experience at our center on 7/15. We truly value his feedback and want to ensure that he receives the best possible service from us.
  We apologize for any inconvenience ********** encountered during his visit. Our team takes these matters seriously and is committed to addressing them effectively to prevent any future occurrences.
  We understand **********'s frustration about the ** issue that arose following his routine oil change. While we maintain that our oil change technicians and mechanics have distinct roles, we acknowledge that an oil change should not directly impact the ** system. We are reviewing our internal processes to prevent any miscommunication.
  We regret the scheduling challenges ********** faced in addressing the issue and the subsequent delays he experienced. These instances do not meet our service standards, and we are taking steps to enhance our scheduling practices for a smoother customer experience.
  We would like to sincerely apologize for any disrespectful interactions **** Sedan and his son faced during their visit. Providing a professional and respectful environment for all customers is fundamental to our values, and we deeply regret any lapse in this aspect. We are addressing this matter internally to ensure that such incidents are avoided in the future.
  We understand that while the ** issue remains unresolved, ********** is looking for a resolution. We appreciate his patience and understanding. We would like to clarify that the ** issue is not a direct result of our service, and it is our understanding that he is aware of this fact.
  We are committed to resolving this matter for **********. We are fully prepared to fix the ** issue for a fee, given that it is not connected to the service we provided. Our experienced mechanic will conduct a thorough inspection of his car's ** system and carry out the necessary repairs to ensure his vehicle is returned to optimal condition.
  **********'s feedback is invaluable to us, and we are committed to learning from this experience to improve our services. We hope that he will notice a positive change should he choose to use our services again in the future.
  If there are any further questions or concerns, please feel free to contact us. We greatly appreciate **********'s understanding and continued support.
  Thank you for your attention to this matter.

*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. ↩