Complaints

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:07/06/2023

  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.

  On 6/9/2023 at 5:03pm, my son took my car, a 1998 Toyota Rav4, to Superior Quick Lube for an oil change. On June 21 at approximately 6:30am the car broke down and had to be towed. Per my mechanic, there was no oil in the car and the engine locked up. My mechanic states there was at best 1/2 quart of oil present and there was no sign of excessive leaking. On June 27 between 11am and 11:20am, my husband went to Superior Quick Lube to talk to the owner, ******, who stated he would take care of it. He stated that is why he has insurance and that he would have the car picked up and repaired. Several days later ****** requested that the oil pan be drained to determine the amount of oil in it. That request was relayed to my mechanic who was on a long weekend due to the Fourth of July holiday. On Thursday, July 6 my mechanic texted with the above statement of amount of oil. ****** of Superior Quick Lube then stated he had video of his tech putting the oil in and he refused to pay for the damages. I am unclear as to how a video can determine exactly how much oil (if any) was added? Just because the oil hose was inserted does not prove anything was added. My car is a one owner car. I purchased it in May 1998 with 3 miles on it and it has been immaculately maintained since. The oil change was done on time as usual. I have many of the previous receipts as well as this one in question (and so does Superior Quick Lube). The cost of the oil change itself was $40.97. The damages and repairs are estimated to be between $3000.00 to 4000.00 depending on IF a compatible engine in good condition can be located. I demand that the car be repaired ASAP as promised by ****** or for me to be reimbursed for my out of pocket expenses for the repairs. I do not have money to purchase a new or newer vehicle and this car was in extraordinary condition for it's age. and I had absolutely no intention of getting another vehicle at any point in the future.

  Business Response

  Date: 07/16/2023

  First let me say I'm so sorry this has happen to you and your family. Once I spoke with *** ******* I began my investigation on the 1998 Toyota Rav 4. I began with watching my security footage. I reviewed the entire oil change. Upon my review I didn't discover anything out of proper procedure. My employees follow a certain procedure on all oil changes. In that process my employee followed procedure by putting the proper amount of oil in the vehicles engine. After that the vehicles engine was started so the oil can circulate through the new oil filter. Once the engine was shut back off the technician pulled the oil dip stick wiped it off and then put the dip stick back in to the motor to check the oil level. This is always done to ensure the proper amount of oil was put in the engine, so at this point if only a half quart of oil was put in the car the technician would have noticed. This is why I train my employees to follow a certain procedure. Then I spoke on the phone with the mechanic that was in possession of the vehicle. He allowed me to come look at the vehicle. Upon my inspection of the vehicle there was no major oil spots under the vehicle, the oil filter and drain plug were both secure and tightened properly. I also checked the oil dip stick and found there was little oil in the motor. In conclusion upon my investigation I found no wrong doing in the oil change service Superior Quick Lube provided. Unfortunately unexpected things can go wrong with a vehicle especially when they are 25 years old. 

  Customer Answer

  Date: 07/17/2023

  
  ********** 20282182
  
  
  
  I am rejecting this response because:  As a business that specializes in taking care of vehicles this place should stand behind their work.  According to the business owner, these types of incidences are why he has insurance.  I am fully prepared to obtain legal services to resolve this matter if necessary.  My car was meticulously maintained and the owner of this business is trying to justify his employees error by insinuating the age of my car is an issue.  There has NEVER been an issue with my car burning oil as was suggested previously by this individual.  My mechanic will testify to that.  I am NOT a mechanic but I'm certain that if 3.5 quarts of oil burned up in 10 days then it would have been noticed.  And again, it has never before burned oil so it is a stretch to say it all of a sudden burned through 3.5 quarts in such a short period of time.  I will be filing a complaint with our State Attorney General's office as well as a consumer complaint against this business and obtaining legal council.  I took my car to a supposedly reputable business for routine maintenance as scheduled and due to their negligence and through no fault of my own, I no longer have a vehicle.  This vehicle was in excellent shape with no prior mechanical issues and it needed to last me indefinitely.   I have no income and no way to pay for repairs or purchase a replacement nor should I be required to do so.  Any mechanic that values their reputation should be willing to make things right and admit when they make a mistake and not try to deflect and look for excuses to avoid having to use their insurance.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 07/27/2023

  In response to **** ******** as stated previously In my investigation there was no wrong doing in Superior Quick Lubes services. I also spoke with the mechanic that had the 1998 Toyota Rav 4. He said and I quote " I wouldn't do anything with it either. There's no telling what that boy has done, he tears up every vehicle he has". I also would like to say if this vehicle was meticulously maintained then the vehicle maintenance would have been done as follows:

  Oil changes every 3,000 miles/ which has not been done at superior quick lube

  Cooling system serviced every 30,000 miles/ has not been done at superior quick lube

  Air filter every 30,000 miles/ only been done once at superior quick lube 

  transmission fluid changed every 15,000 miles or 12 months/ has never been done at superior quick lube

  Transfer case fluid change every 30,000 miles/ hasn't been done at superior quick lube

  So on and so forth.

   

  The point is a vehicle that was meticulously maintained would have these things done on time every time. The oil changes are not done every 3,000 miles, there's one oil change that was almost 7,000 miles over due. At that point the oil is completely broke down and the vehicle is consuming oil, this will cause oil consumption. Like previously stated Superior Quick Lube has no wrong doing in the service we provided. I've been dealing with *** ******* for years and he knows I run my business with the utmost Integrity and respect. My reputation speaks for its self. Also like was stated the vehicle is 25 years old, even if it was meticulously maintained things go wrong with older vehicles. Its not a deflection or taking a shot at your car. Its a fact, things get old and they break. I'm very sorry you feel the way you do and we hope to see *** ******* again in the future. 

   

   

  Customer Answer

  Date: 07/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: First off my mechanic never said what you quoted because it is untrue.  Second, just because SQL did not provide service to my vehicle in every instance does not mean a particular service was not done. I vehemently dispute the assertion that my car was ever 7000 miles over due for an oil change. Until recently when my son sometimes drove it, I did not even put 7000 miles on it in a year. The question remains IF four quarts of oil WAS put into the vehicle WHERE DID IT GO IN 10 DAYS? And where is the proof of EXACTLY how much oil was put into the car? Does the video somehow show four quarts of oil being added or does it just show the nozzle being inserted? Does the video clearly show the oil level on the dipstick when it was checked or are we taking someone's word for it? Someone who clearly could possibly lose their job over this. There is no indication of excessive leak or burning. No evidence of residue in the tail pipe or on the engine parts. There was never any smoke or smell. If 3.5 quarts of oil burned up in 10 days it would be very obvious that there was a problem. So, the only conclusion I and many others have come to is, there was never four quarts of oil added to the car during this service. Yes, your reputation does speak for itself. A business owner that refuses to stand by his work. You would think you would want to safeguard that reputation and do the right thing. As for *** *******, you will never see him again, nor will you ever see me, my son, or at least a dozen other people we have warned about your business (or the dozens of people they, in turn, have warned about your business). *** ******* actually did think you were a good, decent, honest person and he told me he was sure you would do the right thing and not to worry. He is extremely disappointed and regrets having such a high opinion of you and your business. 
  
  
  
  Sincerely,
  
  
  ***** *******

• Initial Complaint

  Date:10/28/2022

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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.

  Back in July 2022 I went to Superior Quick Lube for some assistance on my reservoir bottle that was leaking. I explained I was a single person raising my granddaughter after the sudden death of my daughter last year. The gentleman named ****** *tated to me he could fix it. When he told me how much it was, $125 I told him I could not afford that. He stated I could pay him a little at a time until it was paid off. He picked up the $20 part a few days later and then I took my car over to him. He fixed the car. The following week on July 13, 2022 I went to the business and paid $50 on my bill. I asked for a receipt. He stated he would not give me a receipt until it was paid off. Now I have the proof it debited my account but no paper receipt. So a month goes by and it wasn't until September 3, 2022 that I called the business and made a $75 payment over the phone. ****** was not there but the person who answered was able to pull up my account and make the payment. So my debt is paid. On October 27, 2022 I went to the business to get my receipt and ****** was rude, told me he had no idea who I was. When I explained, he called me names, said I was a thief, that I did not pay my full bill and that he was not giving me a receipt. In fact, he deleted my account he said. Now this infuriated me. But it began to click. He deleted my account so he could pocket $75 that I paid. If there is no account to show why you have $75 extra then it goes in your pocket. But his refusal to provide the receipt and acted as if $125 was not the agreement for a $20 part and 10 minutes to change the part out, which is what it took to complete. He was screaming at me and called me everything but a white woman. I just wanted my receipt after paying what I owed. He could not even check what he told me the cost would be because he deleted the account, or at least he said he did. ****** was rude, unprofessional, and has very poor customer service skills. He is a liar and needs to provide my receipt.

  Business Response

  Date: 11/28/2022

  To whom it may concern
  This email is in response to a complaint you received for Superior Quick Lube on 10/28/2022.
  
  *** ******** came to me with her vehicle overheating. I determined the coolant bottle was leaking and was not driveable. She had not been in my establishment prior to this incident. She informed me that she had no money so I told her I would fix her vehicle and she could pay me later. She made a couple of payments but never paid her bill in full. She came to me for a receipt and I explained to her that she would need to pay her bill in full in order to receive a receipt. She stated that she made 2 payments and I told her that wasn't the full bill. There was no confrontation and no rude words. Coming from her or myself. After about 6 months of her not answering my calls I wrote the amount due off.
  If she would still like a receipt I can retrieve it . I need the VIN number from her vehicle. But she still needs to pay the amount due.
  
  Please reconsider leaving this complaint. I have a great relationship with my customers.
  
  Thank you,
  
  ****** *****

  Customer Answer

  Date: 11/28/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** *nd have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  ****** quoted me a price of $125.00 for the bottle to be replaced that took him less than 15 minutes to complete and cost him less than $12. He actually charged way more than any other place would have but I needed it done right then and he did allow me time to pay him however, the first payment was made within a week of the work being done in July and the 2nd payment which paid the entire $125.00 in full was made the first week in September. It was not 6 months as he stated. He stated that I would not answer his calls but that is not true. I did answer, I spoke to him as well, I also went to the business 2 times and each time they were closed. I then finally called on September 3rd and made the remaining amount due to the person on the phone who was miraculously able to find my account and a month later when I went to get the receipt since I assumed the business would mail me the receipt since I paid the balance over the phone, I did not receive it so I went there to pick it up. And for him to lie about not cursing me out and calling me a liar and a thief is also a lie. I have several people who have stated they have also had issues with the business, being overcharged for poor work and him being rude. And he has never stated what he is claiming that he quoted me on replacing this overflow bottle. Why? Because he is lying about what he told me, and I will not pay him any more than what he told me he would charge me. And now I find out that I could have gone to AutoZone or Advance Auto Parts, and they would have replaced the bottle for free and I would just need to purchase the bottle. So, his $125.00 charge could have cost me less than $20. I want my receipt. That is all. 
  
  
  
  Regards,
  
  
  
  ******* ********