ComplaintsforMarkquart Lube N Wash

• Initial Complaint

  02/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My name is ***************************, I came in on January 31, 2024 to get an oil change on my 2019 ****** Forester. During the visit, the tech had in error drained my transmission fluid instead of my oil. This caused my oil to overflow in the reservoir when new oil was placed.Due to this error, they filled up my transmission fluid and completed the oil change.The following morning, I started my car and it made a rumbling noise when I would press on the gas. I noticed this rumbling noise would go away after the car warmed up. As my car has not had rumbling noises in the past, I had called your location and they had me bring my car in on Saturday, February 3, 2024 to review what the noise could possibly be. During my visit, I was told my oil had to be drained and refilled with fresh oil as it still appeared to be overfilled. I do not believe they changed the oil filter at this time.After my visit on Saturday, February 3, 2024, I noticed a couple days later the rumbling noise reappeared when my car was cold. Giving the benefit of a doubt, I waited a few days to see if it would disappear. As a couple days passed, the rumbling noise still is apparent, and my car is now not shifting properly.I have a hard time believing that my issues I explained above are not in relation to my oil change visit that occurred on January 31, 2024. As I have been to your location twice, I am considering going elsewhere to have my vehicle looked at as these issues have not gone away.

  Business response

  03/07/2024

  We did have a new employee make the mistake of draining the transmission by mistake rather than the engine oil when in for an oil change. We caught it right away and told the customer what we did, and we change the transmission fluid and also front differential fluid at no charge to her for the mistake, and also refunded her the cost of oil change she had done. She stopped in later and complained of a rattling noise that we did not hear. (I was not there for that) I spoke to ****** after she had been in the last time, and she informed me she wanted a repair shop to look at it and see if they see anything wrong. She said she had an appointment set up already.  I told her to take it in and let me know what they found out after they looked at it. If it was something we did, we would take care of it. I waited a few days to hear what they found, and then was surprised to receive the letter from the BBB. I called her and asked what they found and that is when she told me about the repair bill. I told her to send me a copy of the invoice and I would have check sent out A.S.A.P. and did. I was surprised that she contacted the BBB, because I had informed her that I would take care of anything we did wrong on the prior phone call, and have been good at compensating her for issue, doing other services and oil change for free.  Everything should be resolved when she gets her check in next day or two. 

*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. ↩