Complaints

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

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  Lucas Oil Center

  2650 N Green River Rd Evansville, IN 47715-1410

  
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  Lucas Oil Center

  4807 W Lloyd Expy Evansville, IN 47712-6520

  

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:08/15/2023

  Type:Billing 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.

  Oil change at West side Lucas Oil. Purchased $79.99 oil change.
  
  Charged over $93.00 for extra oil and additional services that should have been disclosed upfront.

  

  Business Response

  Date: 09/25/2023

  I am the Operations Manager for Lucas Oil Center.  I along with my other Operations Assistant and our Training Manager have watched the service in question on our video and audio files.  After careful consideration it is our professional opinion that Lucas Oil Center and our employees at Lucas Oil Center-Westside have performed an ethical and top of the line service to our customer.  We regret that Mrs. ***** did not have a wonderful experience that we work hard to give, but we are not sure how else we could have performed her service. I will share the details of the video and I have also included her ticket and 2 pictures of our boards that are displayed right above our service desk that outlines all of our charges. Upon entering the building ***** ***** was greeted by ******* our Service Desk Attendant. She is seen and heard communicating the different options and pointing to the service desk picture showing the service along with the upcharge of the $4.95 disposal fee.  When ******* was attempting to collect the required information, the customer refused to give their phone number. We require a phone number so that if there are any communication issues (customer leaving the building, customer in the bathroom) we can still get a hold of them if we have a question on their service.  After the customer checked in, she is seen walking outside the building.  When her service was almost complete, ****** (Assistant Manager and Top Side Technician) is seen and heard walking into the lobby to talk to the customer. She is nowhere to be seen and he walks around trying to locate her. She refused her phone number so ****** is not able to communicate with her that her car was low a quarter of a quart of oil and will require 5.25 quarts and there will be a small upcharge for the extra .25.  ****** finishes the service since her vehicle requires this .25 extra quarts. It would not have been ethical to not perform the service to the OEM spec.  Once the customer returns ******* checks her out and is shown pointing again to the areas where it explains the extra charges.  Once we reviewed the outside video, we notice the customer actually walks across the street and is walking in another parking lot.  Our technician wouldn't have been able to walk across the street looking for her before he added the .25 quarts of oil.  We feel that we performed the service exactly as it is required and the ticket will show that the extra .25 quarts of oil were an additional $2.37, she was charged $4.95 for a shop and disposal fee, and $5.77 for sales tax.  Our prices for the oil change do not include the disposal fee or tax.  Unfortunately, since covid we have dealt with an increase in shop supplies, payroll, and many other increases that used to be absorbed into the customer's oil change price. After Covid we followed the industry and started to charge a shop fee,  As used oil is another charge for pickup, we have increased our shop fee by only $1 in the past 2 year. We appreciate our customers and always value any and all feedback. We are a local family owned and operated business who loves our community and will strive to do better every day!