Complaints

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• Initial Complaint

  Date:04/29/2025

  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.

  I sent my teenage daughter in for an oil change on 4/27/25. She went in and asked for a basic oil change. She drives a 1998 **** ****** that is being replaced this summer. I normally either set up the service for her or take it in myself, but had to work and couldnt do that. But Ive been going to that location for nearly 30 years and have never had any problems. It was the manager who got my daughter set up and talked her into a radiator flush without telling her that it was not part of a basic oil change, and also not telling her it was an additional $149. I know this because my daughter texted me throughout to let me know how it was going and was stressed when it was an additional $20 for an air filter. Which I approved because I thought it was the only add-on. She doesnt know what an oil changes costs, so she paid and left. Today, I saw that her basic oil change and air filter was a charge of $252 and thats when the manager told me that she upsold my daughter a $149 radiator flush. Theres no way she said there was an additional cost up front since I was getting the play-by-play via text. All she told her was the all of her fluids were super low and that shed need everything topped off, per the manufacturers recommendation for her mileage. And then mentioned the air filter. Thats it. Im fine with paying what we came in for, but we did not authorize a $149 service. The manager took advantage of a teenage girl. I would like a refund of the $149 and I will be taking all five of my familys vehicles to another place for service in the future since my long-trusted spot is now managed by someone who thinks my child is to blame for her deception.

  Business Response

  Date: 05/07/2025

  I'm sorry to see that Mrs. ******** has filed a complaint against our store #****. Our goal is to satisfy every customer. In this case that will not be possible. We have tried to communicate that we service write every customer the same way regardless of age, gender, etc. 
  Our service recommendations are based on the manufacture recommendations which we discuss with every customer.

  Ayla the store manager service writes every customer except on her days off; on this particular day Ayla was the service writer. She offered the manufacture recommendation to ***. ********** daughter as she would any other customer. Mrs. ********** daughter was in communication with Mrs. ******** throughout the entire service review (per her words). When offered the radiator service Mrs. ********** daughter accepted. Ayla then communicated the cost of the service and asked if that was okay. Then communicated the total invoice amount and the customer accepted. 

  In this matter we feel that Ayla did her job sufficiently (Ayla has been a manager for 5 years and proves herself every day).  

  At our locations we do not offer commissions or spiffs. We also do not condone pressure selling tactics. Unfortunately, we feel that a refund is not warranted.

   

  Thank You,

  ***** *****, Area Supervisor

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23263692
  
  I am rejecting this response because:

  Prior to the public, polished response provided by *****, I spent over a week in contact with their corporate office, unable to get anyone to talk to me. Then, when the same person who snuck a service, reached out to me, she was so aggressive and rude, I had to ask corporate to tell her to not contact me again. Then ***** called me and blatantly told me my daughter is a liar and I should actually be talking to her about this because Ayla has never been known to lie. Which I never claimed she did, but he literally called me just to say were a bunch of opportunistic liars because theyre incapable of making a mistake (something he literally said to me). Corporate had to apologize to me for the way Ayla and ***** spoke to me and regretted that they were unable to get anyone owner involved. But the parties responsible were simply rude, intimidating, and refused any good faith effort to speak to me. The response from ***** is also not in good faith or honest, therefore we do not accept it. 

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