Complaints

This profile includes complaints for LOF Xpress Oil Change's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  LOF Xpress Oil Change

  875 S.E. Oralabor Road Ankeny, IA 50021

• 

  LOF Xpress Oil Change

  250 SE Alice's Rd Waukee, IA 50263

• 

  LOF Xpress Oil Change

  520 South Duff Ave Ames, IA 50010

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:12/30/2024

  Type:Sales and Advertising 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.

  LOF failed to secure the pan cap for the oil after an oil change in late September 2024 which caused the engine to lock up. The repairs are$5,500. My mechanic from ********* advised this doesn't just randomly happen. He called the company to advise the cap was loose for months and now missing and that they did not secure the cap after the oil change. LOF is taking no responsibility for this and will not produce evidence that they had nothing to do with the cap not being secured and that they properly placed the cap back on to the car. ***'s failure to complete a proper oil change costed us our car. The price to fix the engine is$5,500.

  Business Response

  Date: 01/07/2025

  ******,
  
  We appreciate that you took the time to call and speak to one of our Managers but unfortunately we got disconnected when we asked you for a call back number. We are committed to addressing your concerns, but it appears you hung up on us.
  
  As discussed in the phone call, prior to being disconnected,we have reviewed both the upper bay and lower bay service videos of your service. We were able to confirm that the oil drain plug was torqued to manufacturer specification, oil was added and the oil fill cap was properly installed. In summary, all procedures were performed properly as evidenced on video.

  We understand that the drain plug went missing three months and ~9400 miles after the service that we performed for you. While speaking with the repair facility it is also our understanding that you had been adding oil for a few weeks prior having the vehicle towed to them. Although you would have been well over our ********* Top Off" mileage, we would have gladly looked at the leak had you brought the vehicle back to us. 

  Finally, we understand that your vehicle has been to ******** for service since visiting our location. We attempted to contact them to determine what services they performed, but they were unwilling to discuss it. 

  We stand committed to addressing your concerns but need to be able to speak with you.

   

  LOF Xpress

• Initial Complaint

  Date:12/03/2024

  Type:Sales and Advertising 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.

  I had taken my vehicle in for a ******** Change which consisted of an oil change and fluids check on April 6th which consisted of removing the front and rear differential plug to check those fluids. After that I had started seeing some fluid on the ground under my car. I had taken my vehicle in on July 12th for just an Xpress Oil change. They noted that there was Oil drip from the oil filter, and they also noted that they found minor oil leak and recommended leak condition. Before taking my vehicle to Midas to get tires replaced, I had mentioned the stuttering that I had been experiencing at slow speeds and thought it might be caused by spark plugs. On October 8th, I took my vehicle in to get the tires replaced and oil change and the spark plug replaced at this time, when the vehicle was placed on the lift, they found tremendous amount of fluid under the skid plate and upon further inspection they found that the front differential plug had been missing. They had recommended that I take my vehicle to the dealership for further diagnostics after they had installed a plug and fluid to get me by before I could get to the dealership. I had taken my vehicle to ****** ***** for diagnostics on November 8th to determine that the front differential/ transfer case needed to be replaced as they had found the oil to be very dark and under filled and the magnet had a large mass of metal chunks on it, and they also noted that the rear differential plug had only been hand tightened and there was a leak present as well. The repair estimate is $3,720.58 with the total being $3,929.23 and I had tried working directly with the business and they believe they are not at fault in this matter.

  Business Response

  Date: 12/04/2024

  Please reference the attached email string with Mr. ******* detailing our investigation and resolution of this matter.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22625184
  
  I am rejecting the businesses response because LOF was the last people to have touched the transfer case plug before Midas had found that the plug had been missing and fluid coating the under body of the vehicle. ****** had noted that the rear transfer case plug had been hand tight when inspecting so it could have been done the same way and worked lose and could have taken more miles to be driven for the issues to occur.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 12/10/2024

  We have provided our final response on this issue and have nothing further to say.

• Initial Complaint

  Date:07/24/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  07/03/2024 $127.33 Sent complaint to LOF about grease being all over the interior and exterior of my vehicle (pics were sent to business). They attempted to resolve but would not offer a resolution without speaking via phone. I prefer email for documentation of conversation. They denied my request for refund of services due to the oil change being performed to standard. I 100% disagree with this claim and my car was left a mess. Cleanliness is apart of the overall service and they failed. It took my time and effort to resolve their mistake. I am requesting a full refund because full services were not delivered

• Initial Complaint

  Date:07/12/2024

  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.

  On the way home, I stopped at *** to get the oil changed quickly. My car had trouble starting after the oil change and was running hot. The technicians heard my car drive and realized there was something wrong afterwards the oil change. I was told that some cars have a problem until the oil runs entirely through, or the oil change may worsen an unknown mechanical issue. Techs gathered around my car and talked, but I couldn't hear them. The supervisor did a diagnostic test, made sure "everything" was okay, and told them it wasn't their fault. I was directed to drive home and contact the repair shop of their choice. On 7/12/24, I called the general manager and was informed that they would only pay for the diagnostic if it was related to LOF. Once again, it was claimed that the oil change was completed correctly and that the service did not cause the issue.When I discovered I was paying, I told the ** I'd be taking it to the dealership because all servicing is done there, and it had been atCadillac last month. ****** advised that LOF would most likely not pay anything if I did not go to an approved shop.I requested a higher-level management and was told the shops were independently he would be the only one I could speak with.I did record portions of the conversation with the supervisor.2020 Cadillac XTS55k milesNot any issues prior to the oil change

  Business Response

  Date: 07/23/2024

  Thank you for the opportunity to respond to this claim. We stand behind our service and are committed to addressing any customer issues. With that said, we have specific protocols that we follow. These are based on decades of experience and trying to arrive at the best and most efficient resolution possible.

  The following is a recap of the service and follow-up discussions with ****.

  
  7/11/24 - ******************* came in for an Xpress oil change service. During this service we drained the engine oil, replaced the oil filter and added the manufacturers recommended amount of engine oil back into the vehicle. After this the vehicle was started to perform our safety and leak checks. At this time the customer mentioned the vehicle was not starting properly. The technician then went to grab a more senior level technician who verified the oil level was correct and then went to get the manager on duty.The manager looked over all points of the service and verified the oil level was correct. The manager on duty then tested the battery to ensure that there was no issue with the battery. The customer was still concerned about the starting of the vehicle even after a full overview from a manager on the service we provided. The manager then hooked up a diagnostic tool to ensure the vehicle had no fault codes. After performing a full systems diagnostic scan, no fault codes were found. Customer was informed to visit a repair facility to have vehicle diagnosed/repaired and to contact LOF before any repairs are approved if it is related to our service. Customer requested to speak to higher management and was told she would be contacted tomorrow.
  
  7/12/24 Our general manager contacted the customer to follow up on the original service on 7/11/24. The customer stated the events of the previous day and insisted that we caused an issue with her vehicle.Customer was informed to bring vehicle to Christian ******** automotive for a diagnosis and to contacted us if said issue was caused by our service. The customer was informed that if there was an issue caused by our service, we would cover the cost of repair and diagnosis. However, if it is unrelated the cost of the diagnosis would fall on the customer. The customer believed this was unfair and we should cover the cost regardless. Customer was informed that if the service was performed correctly and the diagnosis results in an unrelated issue then we would not be covering any repairs/diagnosis. The customer then insisted on taking the vehicle to Cadillac stating the reason that they have serviced her vehicle in the past. The customer was then informed that bringing the vehicle to a shop not approved by our warranty process will either result in a delay of coverage or completely voiding the warranty if it was caused by our service. The customer informed the general manager that she will be taking the vehicle to Cadillac to have it diagnosed and she will be in contact with the shop.
  
  As of 7/23/24 The customer has not reached back out to us with the diagnosis or requesting payment for any repair. To our knowledge the vehicle has not yet been brought to any repair facility for a diagnosis of the reported issue, despite the customer stating she would have Cadillac diagnose the issue. 

  We remain committed to resolving this issue and hope to hear back form ****.

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

  CEO, LOF Xpress Oil Change

• Initial Complaint

  Date:05/31/2024

  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.

  After having a better oil change from them including filter and fluid level check my car was only recommended a filter change which they did. No issues were reported. Next my car started dying in the middle of the road. I returned back to LOF and they quickly found the problem, the filter was placed in backwards. I then went to drive home to *******, **. When I got outside ************ the car started overhearing. I pulled over and had it towed. The mechanic discovered that I need a new head gasket. I have emailed them with only one phone call in response, no email which is my preferred way of communication due to my job. No additional phone calls have been made no emails,.

  Business Response

  Date: 06/11/2024

  Dear ********
  We are very sorry for the issues you have experienced with your vehicle. At LOF Xpress, we aim to provide the highest quality service possible and stand behind our service. As such, we appreciate the opportunity to continue our investigation into the service we performed, the recommendations we provided, and the issues you experienced following our service.
  Below is a summary of your visits to LOF and our follow-up conversations:
  
  3/28/2024 - *************************** came in for service on 3/28/2024.    We performed a **************** change, headlight replacement and a rear differential service.    During the inspection the engine air filter was removed, to be inspected, and reinstalled.  Unfortunately, during the installation of the original air filter, it was put in incorrectly.   This did lead to the vehicle having some drivability concerns after leaving our facility.   
  
  3/28/2024 - Once the vehicle returned shortly after leaving, our General Manager was able to determine the engine air filter was installed incorrectly.    This was corrected at this time.    It is also noted that the Check Engine light was on prior to service.  During the return visit, it was communicated that your vehicle was smoking from the exhaust, the coolant level was low, and it was recommended that you go directly to a repair facility for further diagnosis.   None of which would have been caused by an engine air filter being installed incorrectly.    We did read the codes for the check engine light at this time and found several misfire codes for all cylinders.   After this visit it was also communicated that you opted to drive the vehicle to *******, ** (***** Miles) and ended up overheating around ************ (65.4 Miles).
  
  5/13/2024 - A month and a half after your visit with us you had contacted us via email stating that you had taken your vehicle to ****** Automotive for diagnosis/repair.   At this time our General Manager called to speak with ****** Automotive and it was communicated to us, by ****** Automotive, that the head gasket failure was not related to the Engine Air filter installation. 
  
  Along with the email you sent on 5/13/2024 our General Manager and you had spoken over the phone several times throughout this time frame.   However, once you had contacted us regarding needing the head gasket replaced, we did complete our internal inspection: rewatched service video, reviewed notes from the communications with you and spoke to ****** Automotive.   At that time, it was found and communicated to you that the head gasket issue was not created from the air filter installation but rather to be an unfortunate coincidence.    
  
  Based on the result of our investigation, and as detailed above, we found nothing lacking in our service or recommendations, and thus we are unable to offer any type of reimbursement. We would be more than happy to answer any additional questions you may have, and again are very sorry for the issues youve experienced.
  
  Sincerely
  
  LOF Xpress Oil Change. 

• Initial Complaint

  Date:05/07/2024

  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.

  We had our oil changed at LOF in **** on our 2023 ****** Rogue on Sunday, April 28 at about 3:30. During the oil change, while using the torque wrench our drain plug came out of the oil pan with all the threading. On LOF's recommendation, we had to take it to ****** in town to have a new oil pan put into it. The cost was $675.39 to have it replaced.I called LOF to see what their process was for providing reimbursement on vehicle damages caused from an issue with their oil changes. LOF has been the only place that has changed the oil or touched anything on the vehicle that we bought new, and there was no issue the first 3 times they changed the oil. It's their responsibility to know the process for changing it without causing damage to the vehicle. I offered to share the receipt of replacing the oil pan that was broken during our oil change. I was told that they "followed our processes" during the oil change, and that in researching the vehicle that it was a "known issue" in ****** vehicles after 2022. I explained that their processes broke the part in my vehicle, to which they said now that they know about it, they will adjust their process. I also said that if it was a "known issue", then a company whose business is based around dealing with these parts on vehicles daily should have known about it and adjusted their process BEFORE breaking a customer's car. I was told that there is nothing they would do, and that they would not reimburse the vehicle repair, or even offer credit toward future oil changes on our older vehicles.We'd like to be able to have this taken care of quickly and without taking it to a legal process, but are prepared to explore legal remedies as well in order to get a fair resolution.

  Business Response

  Date: 05/24/2024

  Firstly, we apologize for the delayed reply. Per the attached scan of the letter, we didn't receive this in our corporate office until May 21. The letter was mailed to our **** store, and we only pick up mail there on a weekly basis as we've centralized all mail to our Ankeny location (**************************************************************). Could you please update our mailing address on file to the Ankeny address?

  With regard to this specific case, it is unfortunate that it took a full pan replacement to fix the problem; however, this is a very widely known issue. There is a ***************** Bulletin specifically related to these pans (see attached). Additionally, there are multiple online threads with ****** dealer technicians commenting on this exact issue and the poor design of this particular pan.

  We take every customer complaint very seriously, and we stand behind the quality of our work. If we deem our procedures our products were deficient, we gladly make it right for the customer. With that said, and no different to a mechanic who can't warrant/cover pre-existing conditions, we are unable to stand behind faulty vehicle manufacturing.

  As discussed with ************** at the time of him returning to LOF, we reviewed the video footage of his service noting the following:

    1. Similar to many of the incidents noted online, the entire plug insert came out when we removed the drainplug.

    2. All procedures performed by LOF were in-line with our standards

    3. There was no indication of carelessness, over-tightening, or anything that *** have caused this issue. 

  We also reviewed the receipts for all prior services performed by LOF, noting that the correct oil drain plug torque pressure was applied (i.e. 25 ft-lbs) when securing the drainplug (i.e. it was not over/under tightened)

  Finally, we followed-up with the dealer who performed the work on ************** vehicle after leaving LOF Xpress. Per the dealer, they found the vehicle to have a crack in the oil pan. They could not determine if the crack came from over-torquing or if the customer had perhaps "hit something". Finally, the dealer technician stated they have seen a few of these come through and have replaced the pan due to the same issue. 

  
  If helpful, we have the full video footage of this vehicle's original service and return visit. We would be happy to setup a Zoom call to review the video footage and provide commentary.

  We appreciate that this is a complicated issue, and we are committed to doing everything possible to assist both **************, our entire customer base, and the ******************** in understanding it. Additionally, if there are facts that we are unaware of that could change our view on this, we would be more than happy to discuss them.

  Thank you for your careful consideration of this matter, and please feel free to contact my directly with questions:  *************************************************  mobile *************

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

  CEO, LOF Xpress Oil Change

  Customer Answer

  Date: 05/28/2024

   
  Complaint: 21678704
  
  *****, 
  Thank you for the reply. I take issue with several items here and do not accept your response.  
  1) You state that this is a very widely known issue. 
  a) Your manager at the time of the oil change called me out to look at it and said he had never seen anything like it. 
  b) If this were a very widely known issue at the time, you would have adjusted your procedures accordingly prior to cracking my oil pan. 

  2) The comment all procedures performed by LOF were in-line with our standards.
  a) Again, when I spoke with your manager the following week, he stated that you would be adjusting your processes now that you know about the issue.
  b) When a customer brings in their vehicle to be serviced, is it on them to research any potential things that could happen during servicing and present them to you? I find that hard to believe, as it should be reasonable to assume that a business who deals solely with these items would know more than the customer trusting and paying them to take care of them. 

  3) Your statement that the dealer found the vehicle to have a crack in the oil pan and that they could not determine if it came from over torquing or if I had hit something is a big reach. 
  a) Your own manager brought me out, told me they had accidentally pulled out the drain plug with all of its threading, cracking the oil pan, and then told me that because of the cracked pan I needed to get it to the dealer ASAP to get it taken care of. They said they would make sure it wasnt immediately leaking, but needed to get fixed at the dealership. To insinuate that it was from anything but the torque wrench being applied to it is pretty insulting when I would have not known the difference leaving that day had your manager not told me that it happened on your businesss watch. 
  
  4) We take every customer complaint very seriously, and we stand by the quality of our work.
  a) This is a 2023 vehicle that I bought brand new, and you guys are the only ones who have ever changed the oil or done any work of any kind on it. I have the receipts to show as much. The oil pan was cracked while you were changing the oil on it, and nobody else, myself included, has touched it besides LOF. 
  

   

  The fact of the matter is that I have never had any other issue with my vehicle. When I brought it to you, everything was working great. While changing my oil, your techs cracked my oil pan and it had to be replaced. I really do not see how this is a contentious issue, and I feel like I have been very reasonable and patient trying to get a resolution as a long time customer. I intentionally waited to try to provide opportunity for LOF to do the right thing here and reimburse us for damages caused by their oil change. If we cannot get that done through interaction with the BBB I do intend to pursue legal remedies and make it known more publicly that LOF does not stand behind damage caused through their services. I hope that we can get it taken care of without it coming to that.
  

  Thank you again for your reply, I look forward to hearing back from you.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 06/10/2024

  ************** - 

  Thank you for taking the time to speak with me in detail about your concerns, our response, and your follow-up questions/comments. I am glad we were able to come to a mutual understanding and find a resolution acceptable to both sides.

  We are committed to providing the best service and working to resolve any issues, and are glad to have done so for you. 

  Thanks again, and we look forward to seeing you for future oil changes.

  LOF Xpress Oil Change

  Customer Answer

  Date: 06/11/2024

   
  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,
  
  *********************