Complaints

This profile includes complaints for Grease Monkey's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Grease Monkey has 5 locations, listed below.

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  Grease Monkey

  710 W Quinn Rd Pocatello, ID 83202-1929

• 

  Grease Monkey

  2100 Channing Way Idaho Falls, ID 83404-8034

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  Grease Monkey

  517 2nd St Rupert, ID 83350-1844

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  Grease Monkey

  1055 Yellowstone Ave Pocatello, ID 83201-4418

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  Grease Monkey

  582 N 2nd E Rexburg, ID 83440-3566

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:07/31/2023

  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.

  2/1/23 received an oil change for my car at this location. Paid for premium synthetic oil that included full warranty of the vehicle. Later that day my engine stopped working completely. An auto shop declared that the engine was totaled and it was due to overfilling the oil. We reached out to the grease monkey regional manager who denies any responsibility with the situation and refused to offer insurance information or compensation for damages.

  Business Response

  Date: 07/31/2023

  
  Dear BBB,
  I hope this letter finds you well. I am writing in response to the customer complaint filed with your organization by ***************************** regarding the oil change service provided at our Grease Monkey location in *******, *****, on February 1st, 2023.
  After conducting a thorough investigation into the matter, we wish to formally deny any fault or wrongdoing on behalf of Grease Monkey in relation to the service provided to ******************' 2015 ********** Golf. We take the quality and accuracy of our services seriously and follow strict procedures to ensure customer satisfaction.
  Upon review of the incident, we have video evidence showing that **************, ***, precisely followed the manufacturer's guidelines, using only the recommended 5.8 quarts of the specified ************ during the oil change. Additionally, *** personally verified the oil level with ****************** after completing the bill-out process. Based on this evidence, we firmly believe that the oil change performed by Grease Monkey was performed correctly and did not cause the engine's catastrophic failure.
  We deeply regret the unfortunate incident that ****************** experienced with his vehicle, and we extend our heartfelt condolences for his loss. At Grease Monkey, we always strive to provide the best possible service to our valued customers. If there are any further details or insights that ****************** wishes to share with us, we encourage him to reach out to our customer ********************** department, so we can better understand and address any concerns he may have.
  In conclusion, we stand by the integrity of our procedures and **************'s adherence to the manufacturer's guidelines during the service provided to ******************' vehicle. We value our reputation for excellence and transparency, and we are committed to addressing any issues that arise in a fair and respectful manner.
  Thank you for your attention to this matter, and please feel free to contact us if you require any additional information or clarification.
  Sincerely,
  ***********************;
  Manager, Grease Monkey ******* *****

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20400048
  
  Dear *****,

  I hope this message finds you well. I appreciate your prompt response to my complaint and your dedication to addressing this matter.
  
  I formally reject this statement because: In following the procedure provided by ******, the manager at Grease Monkey in *******, we contacted a mechanic to evaluate our car and determine the cause of failure of the vehicle. Upon evaluation by a third party, expert mechanic, it was determined that there was an extreme excess of oil in the car at the time of this incident. The mechanic explained that this was clearly the cause of the engine failure. We immediately reached out to Grease Monkey about this diagnosis and reviewed their warranty policy. The regional manager of Grease Monkey explained that they needed to send a Grease Monkey representative to evaluate the vehicle to form a second opinion. Regrettably, despite our willingness to cooperate, no such representative was dispatched for assessment. Because of this, we only have one expert opinion to reference which states that Grease Monkey is responsible for the damages incurred on my vehicle.

  Upon consulting with three different lawyers about the situation, we have been repeatedly informed that the testimony provided by ****** from Boss Automotive is unequivocal. Furthermore, because our car broke down on the same day as the oil change provided by Grease Monkey, and the cause of engine failure was excess oil, we are confident that Grease Monkey is responsible for the damages incurred on my car. We reason that Grease Monkey is not in the position to simply deny this claim but rather to provide proof of innocence.

  In light of your reference to video evidence of the service, I formally request access to this footage. We believe that a thorough examination of this material will serve to clarify the circumstances surrounding the oil change and subsequent engine failure. The availability of this evidence is crucial in ensuring a just and well-informed resolution.

  Thank you for your attention to this matter. We remain hopeful that a cooperative approach will lead to an equitable resolution.
  Sincerely,
  *************************

• Initial Complaint

  Date:08/29/2022

  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 was driving and check engine light came on and I noticed the car was starting to run hot. I pulled over, let it cool down, and took it right over to Grease Monkey. They diagnosed my car and said to fix this issue, I needed to replace the radiator, temp sensor, thermostat, and do a coolant flush. It turns out, this is what they call "throwing parts at the problem" in the business. Not even a full gas tank later (5 days to be exact, only drove it 2 of them) it starts having the exact same issue in the exact same way. From what I could see, it looked like a hose was loose and the coolant went everywhere. I took it back here on Saturday August 27th, and this place has the gall to say they would not be able to see if the hose came loose until Monday. Wow. After I protested, they took a look finally and told me it now needed a water pump. Okay, so any reasonable person (including everyone I have asked since) would think that it was the water pump all along. They rushed the job, did not diagnose it properly, and figured that since replacing the radiator, thermostat, and temp sensor fixes 97/100 cars that are overheating, they would just say to do that. Problem is, the actual problem was the water pump. They will not take ownership of their mistake. They also had the nerve to tell me they could not do the water pump for over 2 weeks. Apparently, the owner cannot be bothered because he is "probably out doing something with his family." Oh, that's nice, I would like to be doing that too but you guys ripped me off. It says a lot about this place that the owner has seemingly instructed them to never bother him/her with issues no matter how pressing or big they are. Before they told me it was the water pump, they admitted that if it was the head gasket they would not help me with any of the work I would not have needed to do had they diagnosed it properly. There are bad reviews about this place doing things like leaving people's oil caps loose and causing major problems.

  Business Response

  Date: 08/30/2022

  Thank you for the opportunity to explain our position in regards to the **** ***** Civic.  

  
  As Reported on ******************' complaint.

  
  "I needed to replace the radiator, temp sensor, thermostat, and do a coolant flush." This is true ****************** vehicle came in with a melted radiator it was completely disfigured from being overheated. The technician recommended replacing the radiator, thermostat, coolant and radiator cap as a first step in the repair.  When the vehicle arrived it was low coolant and had a stored code for coolant temperature sensor. These repairs were completed as outlined by ******** repair procedures as well as other services requested by ******************* 

  
  ****************** **** ***** Civics cooling system consists of a Radiator, Hoses, Heater Core, Water-pump and other components.  The vehicle has ******* cooling system components are all wearable parts and outside of manufacture warranty by more than ******* miles. ****************** Civic has been overheated to the point it melted the radiator. Conditions such as this will greatly reduce the life expectancy of parts that are already past their normal operating life.  The cooling system on a ***** Civic operates at 16 lbs and will cause any worn out parts that cannot maintain this pressure to leak

  . 
  As noted on the attached invoice, we told this to ****************** and recommended he return to visibly inspect for additional leaks. Replacing the water pump consists of installing a new water pump, timing belt, tensioner and gaskets is the next sets in repairing ****************** vehicle.  We have offered to make the repair for ****************** and have given him a date the repair can be made. We have also informed him that due to the vehicle being overheated additional repairs may be needed and this is only the next step. 
  The request for refund has been reviewed and denied based on the following. The diagnosis was correct and was done at no cost, the radiator did need to be replaced as it was melted and no longer functioning. Coolant temperature sensor had been overheated, was displaying an error code and was past its normal service life.  The thermostat is recommend to be replaced every 10 years and is best practice to replace when replacing a radiator. Antifreeze/ Coolant is replaced anytime a radiator is replaced. All other work performed was requested by ****************** and needed based on service history and mileage. All parts were installed and are functioning correctly. 
  

  
  Thank you for your consideration

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