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:10/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On September 30, 2023, I had the oil changed in my Chevy Colorado at this Grease Monkey where I was a regular customer. My truck was running great and it was a little early for an oil change but I will be driving a lot in the next several weeks. I wanted to be sure everything was okay.
  
  I was assured by the rep that the truck looked great and everything was fine for a lot of driving.
  
  On Monday, October 2, I drove the truck to Vinita, OK, about 100 miles from Fayetteville. On the way, I received a few contradictory messages about oil pressure and amount but I didn't take them seriously because the screen messages are not always accurate and I had been assured by Grease Monkey that everything was fine.
  
  As I left Vinita on October 2, a loud alarm went off in the truck and the screen said to stop immediately. By the grace of God, the first available driveway was a mechanic. He discovered that the oil filter had been improperly installed. Oil was all over the engine. He could not even get a reading on the dipstick because the levels were so low. He said the engine was within minutes of burning up. He replaced the filter and the oil and my truck is running fine.
  
  I requested a refund from Grease Monkey when I returned to Fayetteville yesterday. The rep said a refund was not possible because the problem had to be repaired at the garage where the problem happened. This was impossible because I was 100 miles away and the truck was undriveable. The rep did not offer any other solutions, refused to provide another phone number, gave me an unworkable email address, and showed zero concern for me, my truck, or the safety hazard this garage's mistake had created. I don't think she even looked up the service record. She said that I could google Grease Monkey if I wanted to complain.
  
  This was a dangerous mistake created entirely by this garage. I'm lucky my engine did not burn up and leave me stranded on the side of the road. I expect a refund. An apology would be nice.

  Business Response

  Date: 10/27/2023

  Hi Mrs. *****,

  My name is **** ******, The owner of Grease Monkey. I have done an investigation into this complaint and found that it wasn't handled correctly. Grease Monkey does have a nationwide policy that states that the warranty is void if the vehicle is not brought back to the shop for corrective actions, this is in place, so the shop and customers are not taken advantage of and that we can assess the situation and make corrective actions. However, we did not take into consideration that you were not able get the vehicle back to us in a safe manner. For this I'm truly sorry. I have had a meeting with everyone involved and going forward we will handle complaints in a different manner. For you we will be sending you a check for $86.13 to the address given. You have been our loyal customer since 2019 and i ask that you give us another chance to earn your trust.

  Sincerely

  **** ******