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:04/28/2025

  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.

  4-25-25. Went and had oil change. Employee replaced coolant and I went on my way. On mass pike my coolant light came on and car told me to pull over. I called take 5 and they said to shut off car and have it cool down. As I sat on side of mass pike I called state police who called tow truck as they advised car could overheat. Towed car to take 5 and manager refused to pay for towing bill even though it was due to their malfunction. Their employee admitted to flushing the system incorrectly and not adding enough coolant I never would have had to tow car of this was done correctly. Car was impounded and even more money was paid to get car out. I would like refund of all charges

  Business Response

  Date: 04/28/2025

  Hello,

  I apologize for the inconvenience you experienced after the service at Take 5 and the delayed response to your complaint. I was able to find your service invoice with the phone number you provided. The shop that you visited at **************************************************************************************** is a Franchise location meaning it is privately owned and operated. This shop will handle all service failures themselves. I have asked the BBB team to send this complaint over to the right team so they can address the service issue and handle the customer complaint. 

  Thank you, 

  Business Response

  Date: 04/29/2025

  We appreciate the opportunity to respond to this customers concerns.

  
  On April 25, 2025, the customer visited our location for an oil ********************** and coolant service. After the service, the customer contacted us to report that her coolant warning light had come on while she was driving on the highway. Our team member immediately responded to her call, advised her to allow the engine to cool, and instructed her to bring the vehicle back in so we could inspect and resolve the issue. At no point did we recommend or authorize the use of a tow truck.

  
  Unfortunately, the customer chose to have the vehicle towed to our shop without informing us of her decision or requesting an alternative solution. Had she reached out again before initiating a tow, we would have gladly provided other options, such as dispatching an employee with coolant to top off the system at her location. The issue could have been resolved with a small amount of fluid.
  When the vehicle was released from the impound lot the next day, the customer drove it directly to our location, where we promptly corrected the coolant level. This further supports that the vehicle remained drivable and did not require towing.

  
  Despite the misunderstanding, we took full responsibility for the service issue and refunded the customer in full for both the oil ********************** and coolant service. This resulted in her receiving the complete service at no charge.

  
  While we regret any inconvenience she experienced, we are unable to reimburse towing and impound charges that were never discussed with or approved by us. We strongly value our customers and remain committed to fair and honest service, including making things right when we fall shortso long as we are given the opportunity to do so directly.

  
  Thank you for allowing us to provide this clarification.
  Sincerely,
  **** **********
  Store ****************start="1995" data-end="1998">Take 5 Oil Change *********, **

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23252320
  
  I am rejecting this response because:
  How could she have driven her car? It was overheating. She was on the *********, the closest exit was 10 miles away. This would have been leaving her to drive 10 miles, turning around and driving back another ********************************************************************************************** have the engine blow? If the car broke what would have happened? Why did you not come and bring me coolant? This was NEVER expressed nor was I convinced this is all the vehicle needed. Im a 20 year old college student that does not know anything about cars. I was pulled over on the side of the Ma Pike with 18 wheelers flying by me. I called take 5 who informed me to shut car down and get it to take 5. I then called MA State Police who called tow truck and then both tow truck and Ma State Police Trooper ********** arrived. No one from Take 5 came. All they said was to bring the vehicle back to take 5. I did not think I would need authorization for a tow truck as the car was broke and the only reason why is because Take 5 devices my vehicle that day. Had they never serviced my vehicle I never would have needed a tow truck. This is not my fault and should ?? be reimbursed by Take 5. 
  thank you 

  
  Sincerely,
  
  ****** St *******