Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:13/12/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 5, 2023
  
  I paid $133
  
  After my oil filter was saturated with oil and collapse in on itself a month after my oil change they refuse to refund me (the issue caught by my mechanic who I trust). I have talked to the manager of the ****** shop, costumer service, and the area manager, having them ***** other things/people rather then think about the costumer. The best they could come up was a small percentage off my next visit. Not much compensation for a $130 oil change which then I had to replace the oil filter again a month later. After back and forth between great Canadian oil change and I with the worst costumer service experience I have ever had.

  Business Response

  Date: 19/12/2023

  We are in receipt of this guests claim and apologize for the continued frustration the guest has felt during this process. Our records indicate the management team reviewed the services you received during your visit and denied your claim. The denial is due to the fact that the store datamined the video footage from the service and the oil filter was changed. This claim has been closed, remains denied, and no further action will be taken.

  Customer Answer

  Date: 19/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I understand that the oil filter was changed but there may have been something wrong with the part and I would like something to be resolved. Nothing was done to try and make it right with a long time customer.

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

  Business Response

  Date: 19/12/2023

  On November 5, 2023 ***** ***** had an oil service completed
  at ****** Branch.  During the oil service,
  it was recommended to ***** her vehicles engine should also have an engine
  flush performed due to the color of the oil and how thick the was found to be on
  the oil dip stick.  ***** declined the engine
  flush from the recommendation provided and this was noted on her invoice
  provided at the completion of the service. 
  On December 11, 2023 ***** contacted our ********* Customer Care
  Department after visiting a director competitor – ****** ****** – stemming from
  a recommendation our ****** Branch provided to ***** regarding her vehicles oil
  pan gasket needed to be replaced. 

  
  At the time of this service with ****** ******, ***** was
  told by a mechanic the oil in her engine was very dark and “perhaps” the oil
  and oil filter had not been changed at her most recent visit at our ******
  Branch.  Further to this comment, said
  mechanic also indicated to ***** the oil filter itself had collapsed; hence, the
  reason why ***** contacted our companies ********* Customer Care Department.  Once our ****** Branch was made aware of the
  purported claim by *****, video footage was data mined of her oil service.  Our internal investigation into the purported
  claims by ****** ****** shows with 100% certainty both the oil and oil filter were
  replaced; and the oil filter was in perfect condition when leaving the branch.  Our company also went so far as to invite
  ***** ***** to the branch to watch the video footage of her oil service,
  showing with 100% certainty, both the oil and oil filter were replaced during
  her service and the oil filter was in perfect condition when the vehicle left
  the branch.

  
  Our company contacted the mechanic at ****** ******; requesting
  to either view their video footage of the service they provided to *****,
  to which they stated they do not provide this standard in their operations.  Our company also requested to see the actual
  oil filter they purportedly advised ***** had collapsed.  ****** ****** was not able to present the purported
  collapsed oil filter.  When asked as to
  why they threw out the purported collapsed oil filter, they were not able to
  provide a clear and concise answer.  Our
  company further asked ****** ****** as to why they changed the oil filter and
  oil to which they responded: “This is a regular part of the repair service” [on
  the replacement of the oil pan gasket]. 

  
  ***** upon contacting ********* Customer Care department
  indicated she did not believe the oil and oil filter were replaced during her
  visit at our ****** Branch; this, as a result of a director competitor stating
  to her – as did our company – the oil was dark. 
  Recommended alongside the oil service received by our company, it was
  recorded the engine flush was recommended as a result of how dark the oil was;
  this service was declined – as stated above - by *****.  Our company has the video footage ready for
  ***** to view, in order to demonstrate the information received by a
  director competitor of our business is ***** and ********** as to ********* our
  companies operations was not followed with 100% accuracy and honesty.

  Customer Answer

  Date: 19/12/2023

  
  
  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.
  
  

  I reluctantly agree to close this case. I don’t agree with some of the things stated in the last response from the business.

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