ComplaintsforSpokane Quick Lube

• Initial Complaint

  09/19/2022

  Complaint Type:

  Billing Issues

  Status:

  BBB unable to locate business

  More info

  I am a melanated woman (Black) and this was my second visit to the shop. The first time I felt like I was over charged and this visit confirmed that. I went in with the coupon pictured which CLEARLY states that you get a PREMIUM SERVICE OIL CHANGE FOR $20.99. When I was given the amount I needed to pay I had to look twice to see if there was something wrong with my eyes and I wear glasses. He charged me DOUBLE again and instead of honoring the ADVERTISED DISCOUNT he took $20.99 off of my premium oil change instead. How insulting he was LOL, but this review should inform the world about who he really is. He and so many other business owners here are RACIST. DO NOT WASTE YOUR TIME stopping here for any services. I know if he is this SHADY he must be doing damage PURPOSELY to vehicles. I will be taking my truck to the ***** dealer from here on out. It's businesses like this that put on fronts and over charge the melanated (Black) community. Its businesses like this that do not stay in business long.

  Business response

  10/14/2022

  I apologize for the delay in response.  We have been in the process and since sold our business.

  Customer response

  10/14/2022

   
  Complaint: ********
  
  I am rejecting this response because: it does not address my concerns.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 8/3/22 at 16:16 I had my oil changed at Quick Lube. Every time Im in the car I get a strong order of gas.today when I was in Pullman I stopped at OReilly Auto Parts to see if they had any idea where the problem was coming from and the story begins. They charged me $39.99 to replace the air cabin filter which was the wrong size for the vehicle plus Im not sure where they got it because it was dirty. When we opened the hood their was oil all over the head liner and engine because they didnt put the oil cap back on. I purchased the correct cabin filter at OReillys and was told to go to ********** up the street to make sure I had oil left in the vehicle. Oil was littering dripping off the head liner and is all over the motor. They wiped off what they could and filled the oil up to where it should have been. I called the manager and he treater me like I was a total idiot and accused me of taking the cap off. Im not only a woman but also a senior and this was very unprofessional the way I was treated.

  Business response

  08/23/2022

  We have spoken with the customer and have resolved the complaint.

   

  ***************

  Tell us why here...

  Customer response

  08/23/2022

   
  Complaint: 17679391
  
  I am rejecting this response because: I was speaking with TJ and the number he gave me is a non working number. I dont think these people realize I dont live in Spokane. They said I could take my car to Spokane to steam clean the engine. I did that and I also paid for that. Now I cant get ahold of TJ.
  
  

  
  Sincerely,
  
  *******************************

  Business response

  09/13/2022

  We have spoken with customer and resolved the complaint

  Customer response

  09/21/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Saturday **** I went to the Spokane Quick Lube at ********************* for an oil change with a coupon for $20.99, original price of $39.99 (picture included). I told the employee when I walked in the building that I had the coupon and he said he didn't need to see it until I paid. When I went to pay, I was charged $81.68 (receipts included). When I brought this to the employee's attention, he told me that customers misread that coupon all the time and that it's for a DISCOUNT of $20.99 (which was reflected in my receipt), not a COST of $20.99. After rereading the coupon, which clearly advertises a PRICE of $20.99, I called the business back on Monday **** to inquire again about the discrepancy in the coupon and what I was charged, and the manager I spoke with told me I was the 13th or 15th customer to call in the last three days to complain about the coupon, and that there was nothing he could do. I am hoping to get a partial refund to honor the advertised price of $20.99.

• Initial Complaint

  10/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The interaction took place on Friday October 1st. I stopped at Spokane quick lube for a tire rotation I was told it was 25$. I sat down inside for a bit got up and came out a couple times to the area they were working on my car in. They rotated my tires and told me that a couple of my lug nuts were stripped and could not be put back on. They told me it was “safe” to drive. Come to find out it is actually very dangerous to be missing two lug nuts in one tire. They put me at risk of harm. When it was time to pay they told me they wanted to do the service for me for free as it was a fairly quick easy service. Come to find out they stole 100$ cash from my car. I filed a complaint with the owner and she called me a disgusting liar. I would just like to note their practice is unsafe and I could have gotten in a serious accident due to the 3 missing lug nuts they sent me on my way without.

  Business response

  10/20/2021

  ****** initiated her complaint via a Yelp review. This is what followed:

  Spokane Quick Lube: "I just pulled the cameras from when you were in. Technician, P, pulled your car onto the bay at 2:07 pm. He then exited your vehicle. I see you standing next to the vehicle as our District Manager, TJ, reached in and popped your hood. He didn't enter your vehicle. He topped off all of your fluids for free. Again, while you were standing there. The technician pulled your car onto the lift so they could rotate your tires. YOU"RE STANDING RIGHT THERE! When you left at 2:35 pm, you pulled your car off of the bay and out of the store. Our technician, P, was in your vehicle for 13 seconds when he initially pulled it onto the bay and just under 30 seconds when he moved it over to the lift. You were next to your vehicle the entire time it was in our store. No one stole anything from you. If you email me your phone number to [email protected], we can discuss this directly. Frankly, I'm disgusted that you would attempt to get one of our employees fired and have bad-mouthed our business over a lie. Please remove your false and dishonest review. I am reporting you to Yelp.".

   

  ******:  "I'd like to see the video showing me standing there the entire time
  I'm also going to be posting your response on all social media platforms so good luck with your business."

   

  SQL:  "You are more than welcome to come in and the district manager will show you the video It is proprietary information we do not send over the web If you would like to provide your number we are more than happy to speak with you."

   

  ******: "Lol why would I give you my personal phone number after you just called me a liar and told me you were disgusted with me
  Professionalism is not your strong suite".

   

  SQL: "Would you like to come and view for yourself to put any ill will aside? And you're correct. I apologize for flying off the handle earlier, but this is my business and my livelihood so I get pretty protective of it. I can have my area manager give you a call if you'd like."

   

  ******: "Unfortunately the issue is your business. I made absolutely no other stops after the bank. I went straight to your shop and when I left I was missing 100$ from the cash envelope that I had just withdrawn from horizon. I contacted horizon and they've counted every drawer and cash dispensing machine. I tried to give your business the benefit of the doubt when I called horizon but unfortunately your employees stole money from me and you are neglecting to acknowledge that. If you had just listened to your customer your business would not be getting bad reviews on every platform. Unfortunately you mishandled the situation. You will not be getting my personal phone number."

   

  SQL: "We are sorry you feel this way and have offered to show you video footage as proof. I Know it never feels good to lose money but pointing the finger and making false accusations are not a solution. If you would like to pursue this further I encourage you to contact the spokane police department so they can do an investigation. Any other contact can be done through our attorney. We wish you the best."

   

  ******: "If you could tell me why my envelope still has the other 350$ in it then your explanation would make sense. I wish your business the best."

   

  This was the last communication with ******.  Screenshots of the conversation are attached.  She never followed through with contacting myself via email or phone.  She could have also come back into the store and spoken to the store manager.  Our DM was happy to show her the camera footage of her visit, which proves our employees did not steal anything out of her car, but she hasn't contacted him either.  I am not sure what else I could have done aside from give her $100.  I, obviously, am not going to do this.  

  Respectfully, 

  Sara Paz

  Owner

  Spokane Quick Lube

   

  
  

*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. ↩