Complaints

This profile includes complaints for Speed Lube Complete Auto Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Speed Lube Complete Auto Care

  928 E. Eldorado St. Decatur, IL 62521

  
• 

  Speed Lube Complete Auto Care

  924 E. Eldorado Decatur, IL 62521

  

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:12/13/2024

  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.

  Had my car towed on October 17th due to rodents chewing through some wiring. When I picked up my car on October 28th after hours the check engine light was on despite being told my car was test drove. I brought my car back a second time on October 30th. Additional repairs were needed so I filed a claim with my insurance. I picked up my car a 2nd time on November 18th. The transmission was shifting hard & engine was running at 4000-5000 RPMs going 20MPH. Was told a mechanic test drove my car for 30 minutes & didn't have any issues. Had to bring my car back & a diagnostic computer was used during our test drive. No codes were being displayed. They didn't pull my car into the shop to address new issue. 2 employess were fairly certain I had a transmission solenoid sticking & the shop doesn't do internal transmission work. It took a week to get my car towed into the shop at their expense. It sat another week waiting on transmission shop to open. It came as no surprise that the transmission wasn't the problem. On December 5th I was told my car was fixed & ready to be picked up. However, I couldn't pick up my car because the shop didn't submit the additional labor to my insurance. It took 3 hours after my third phone call to the shop to finally get them to submit the invoice. On 12/13 I learned the shop had refused to schedule a virtual assistant inspection with my insurance. **** claimed he didn't have the time to do the inspection and then claimed he didn't have a tablet or shop phone to use anyway. My car has been in the shop for a total 51 days. I'm now forced to go without a car for another week while I wait on my insurance to do an in-person inspection.
  
  I've been screamed at, threatened & accused of trying to scam them. I've heard excuses on why things weren't fixed properly the first time & how I should just pay for the repairs out of my pocket if I want my car back that badly. Will have spent over $2200 in repairs once the final invoices are paid.

  Customer Answer

  Date: 12/17/2024

  Insurance finally approved the remaining invoice for repairs on 12/16. I requested a test drive with someone before I paid & left with my car. Initially **** refused the test drive, saying the invoice had to be paid in full for my car to leave the lot. I came back after the other employess had returned from lunch. I wasn't even talking with **** at the counter, when he snidely stated "I'm not going on the test drive with her" & walked off. Thankfully ***** agreed to ride with me & understood why I wanted to drive my car before paying. Car didn't present any issues with transmission during the test drive & I paid the outstanding invoices of $650 in full. 

  

  Business Response

  Date: 12/18/2024

  Good Morning,

  We have been trying to work with Miss ********. Upon receiving her vehicle she was informed that there would possibly be kinks that needed worked out due to the rodents chewing up her wires. Sometimes even after test driving a vehicle that has that type of damage after a repair more problems can arise. This was explained in great detail. We did replace items at no extra charge and towed the vehicle at our expense. We also did not charge for some of the extra labor that was involved to try and resolve her issue from the wires being chewed up. We cannot control when other companies are open or closed nor can we control when her insurance company can come inspect the vehicle. We are not set up to do a virtual inspection. It is my understanding the vehicle is already back in possession with her. The invoice has been paid in full. We believe this issue has already been resolved.

  Respectfully,

  *** ** ***** *** ******
  
   

  Customer Answer

  Date: 12/18/2024

   I am rejecting this response because:
  I did understand that there might be additional repairs needed. What I didn't expect was being told twice that my car was good to go, paying for repairs & immediately having issues. Check engine light was on when I started the car while still in the shop parking lot. The transmission issue was as soon as I pulled out of the lot & tried to get up to speed on Eldorado. I also didn't expect that over the phone or in person that I'd get rudeness, full of baloney excuses or totally unprofessional behavior from ** ***** & **** ******. I was willing to give them another chance after a prior car I owned several years ago required me to bring my car back 3 times because the first 2 window motors they installed crapped out after a few days. Lesson learned. I will not be back to have any work done on my car nor will I use any of the ***** **** locations for my oil changes either. 

  
  

  What items were replaced at no charge? Last two labor invoices don't even state what wiring was worked on. There was no need to have the transmission shop they chose to look over my car. My car didn't have transmission problems while driving prior to the wiring be chewed on or when I picked up my car on 10/28. No problems when I drove on 10/29 to **** **** to have their code reader used. Drove from **** **** to the shop, no problems. Brought car back to shop on 10/30, no problems then either. Only issue was the check engine light was on for those days I had my car & one instance that the check engine light went off where the car started but wouldn't shift out of park. I only had a transmission issue after the TCM, neutral safety switch & additional wires were repaired in November. I spoke with another transmission shop on 11/18 & based on my issue & that moving the shifter to <I> & back to <D> that car ran fine, the mechanic said it sounded like a wiring issue to which ** agreed on 11/21 that it did sound like a wiring problem. On 11/26, I was told car was looked over for the repairs that were previously done & no problems were found. It should have been looked over for additional chewed wires instead of sitting idle for the transmission shop to open back up & look at my car. Parts didn't just "magically" break after I paid for repairs and issues didn't "spontaneously" appear as soon as I pulled out of the shop parking lot either. 

  
  

  Insurance should have received the invoice once the shop found the additional damage on 12/05. It took several days & repeated phone calls to finally get it submitted. I have no control over how the insurance processes their payments. When I paid & picked up my car on 11/18 at 11:15am the additional money owed hadn't been processed. Yet I was screamed at, threatened with police & legal recourse because ** was told I was going to bring a check from the insurance to pay in full. I don't know who gave him that incorrect information. Had the invoices been paid in full on 11/18, the shop more than likely wouldn't have brought my car back in & I'd be sitting with a car that wasn't safe to drive right now. Insurance wasn't going to pay for another shop to look over/fix any repairs ***** **** Complete Auto Care did & I didn't have the money to take it elsewhere. During the whole 53 days they had my car, there wasn't a loaner car available even though I asked multiple times about getting one just for a few days. Loaners were given out to other customers that dropped their cars off after me and one time I was told the loaner that had come back in had just went out to the owner's daughter for her to use. I lost out on a job opportunity because my car wasn't safe to drive on 11/18 & the shop kept my car for almost 3 weeks trying to locate/repair/submit invoice to my insurance. The virtual inspection that my insurance wanted done only requires a tablet/phone with a camera. You're telling me the shop doesn't have access to either of those!? The shop shouldn't take on repairs if they're not equipped to work with the insurance companies and can't submit estimates/invoices via email in a timely fashion. As far as communication with me, I had to call the shop and/or my insurance repeatedly to find out what was going on with my car. Several of my calls to the shop & to ** weren't returned so I'd have to call back in when someone who knew what was going on with my car was scheduled to work. Refusing a customer a test drive and just demanding payment after all I've been through, isn't acceptable conduct for any respectable business I've ever dealt with. Only a business trying to scam their customers pull the garbage I've dealt with at Speed Lube Complete Auto Care. 

  

  Business Response

  Date: 12/23/2024

  We did replace the shifter assembly and did not charge for that. We apologize for your inconvenience. We are willing to write you a check for $225.00 as an act of good faith. We think this is fair and reasonable.

  Customer Answer

  Date: 12/23/2024

  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.

  I will accept a check for $225 as compensation for the inconvenience that Speed Lube Complete Auto Care caused me to experience when doing business with them.

  I, however, do not accept the unprofessional manner in which I was dealt with by two employees or the lack of admitting any responsibility for said inconvenience.