Complaints

This profile includes complaints for PROMPTO 10 Minute Oil Change's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PROMPTO 10 Minute Oil Change

  224 Center St Auburn, ME 04210-6150

• 

  PROMPTO 10 Minute Oil Change

  261 Western Ave Augusta, ME 04330-4933

• 

  PROMPTO 10 Minute Oil Change

  473 Wilson St Brewer, ME 04412-1414

• 

  PROMPTO 10 Minute Oil Change

  1142 Lisbon St Lewiston, ME 04240-5026

• 

  PROMPTO 10 Minute Oil Change

  471 Forest Ave Portland, ME 04101-2005

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:03/10/2025

  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.

  just now New If I could leave a negative star I would! The technician over torqued my oil filter, broke the housing in my jeep causing a leak which thankfully I saw quickly in fresh snow! But these professionals refused to take accountability and cost me not only the $100 for the oil change but $900 to fix what they broke! We have had our 3 vehicles oil changed regularly at this location for years, but after this type of treatment they just lost a consistent, well paying and tipping customer! If you value your vehicle DO NOT EVER LET THEM TOUCH IT!

  

  Business Response

  Date: 03/13/2025

  To whom it may concern,
  
  We were in contact with this customer the day they reported this & gave us a 1-star ****** review.
  The customer came back complaining of an oil leak, our District manager inspected the vehicle and determined it was the oil cooler housing. Servicing as many vehicles as we do we come across common issues related to oil. The Jeep 3.2l & 3.6l **************** have issues with this part. The common claim is that we overtightened the filter, the reality is the part is plastic in the center of the engine that gets hot and cold. The plastic part begins to warp and leak oil.
  Jeep/Dodge/******** is yet to issue a recall an issue on this part despite it being extremely common.
  On 3/11/25, our General Manager was able to visit the garage **** ***** took the vehicle to, he inspected the part and found no cracks or damage to the plastic part. He then called several dealerships with **** ***** mechanic so he could learn that it is a common issue.
  We are sorry to see the customer is dealing with this issue,but we were able to determine it was not related to the oil change at our facility. 

• Initial Complaint

  Date:03/01/2025

  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.

  I got an oil change 2/28/25 at prompto in *****************************. I normally get my oil changes done by prompto with zero issues. I brought my car home and when I went to start it the next day it would not start. Someone from prompto came to my car and jumped it and said I had a battery issue. I went and got my starter, alternator, & battery checked out. My alternator was failing. I was informed that oil could have leaked onto my alternator during the oil change. I called prompto and let them know. They took my name, phone number, and license plate number. I would appreciate it they could repair the damages that they caused.

  

  Business Response

  Date: 03/04/2025

  To whom it may concern,
  
  We can confirm that Caylin did call our Auburn location the day after the oil change stating the vehicle would not start. A Regional Supervisor went to vehicle and inspected it; he found the oil level full (meaning full on the dipstick and no leaks) and the battery terminals extremely corroded. The supervisor connected a jump pack to the battery and the vehicle immediately started. He then educated the customer on common reasons a vehicle would not start.

  
  According to the customers statement they followed that advice and were told it may be the alternator. The next time we hear from this customer is when received this ******************** complaint alleging, we damaged the alternator. We have not seen any paperwork, photos or documentation from a mechanic linking the issue to our oil change.

  
  The vehicle in question is 10 years old and most likely has the original battery due to the severe corrosion on the terminals. It is also winter in ***********, the most severe time for batteries and vehicles in general.

  
  When the supervisor inspected the vehicle there was no sign of an oil spill and the customer even noted in their report that they have come to us many times without issue. We are upset to see the customer come right to ******************** with this allegation when we were extremely prompt after their call to us. We went to the vehicle and determined it was not related to the oil change and gave a customer a jump and told them what the next step was to get their car back in working order.

  
  Prompto prides itself on its customer service and warranty process; that can be seen and how we handled this allegation even when it was not related to our service.  We are sorry the customer is dealing with this, but this issue appears to be regular maintenance and not related to the oil change.
  
  *We waited until 3/4/25 @3:30p.m to reply as we had called the customer several times to gather more information. Currently the customer has not responded. *

  Customer Answer

  Date: 03/05/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They spilled oil all under the hood of my car. Im having a mechanic look at it Friday. My battery connectors are not corroded. I got my starter, alternator, and battery tested and it kept saying the alternator was failing and I was advised that if that happened after an oil change that they most likely spilled oil.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Cailyn

   

   

• Initial Complaint

  Date:02/26/2025

  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.

  I had my oil changed on 12/6/2024 with synthetic motor oil I left work on 2/24/2025 and my oil filter fell off my car all the lights on my dash came on I pulled over called my husband that I had all lights on. While I was waiting for him I got out and checked the oil wasnt sure what was the issue. After check oil there was no oil on the dip stick. Called my husband back and told him he said he would stop at advanced auto to get oil and *** behind the counter threw in an oil filter for buying 5 quarts of oil. My husband dumped a few quarts in my car and asked me to start it when I did oil blew out the bottom he looked under the car and found the filter had come off. He installed new oil filter added oil and my engine has a knock now. Got home called prompto corporate office and left a message. They called back about a half Out letter at 7:15 pm sent someone to look at it the next morning took pictures and went to where i broke down. Then next day they called and said it wasnt their fault because they couldnt find the filter on the road and didnt know where the knocking on the engine was coming from. Also told me with synthetic oil you have to change it after 3500 miles I wasnt due on there sticker for another 1500 miles. He also told me that if they didnt tighten filter then it would have fallen off soon after the oil change. You have no idea when It would fall off if it wasnt tightened enough could be a week or a month. But they dont just fall off no issues with the new filter being installed by my husband and in ***** how would you find the filter when I was doing 50 mpg and its round and snow on the ground. I wasnt asking for much other than for them to go good on fixing Whatever was wrong with the engine. The prompto *** told me he didnt know where the noise on engine was coming from. Probably from losing Filter and having no oil.

  

  Business Response

  Date: 02/27/2025

  To whom it may concern, 
  We can confirm that the original oil change was on 12/6/24 at our ********* location. On the day of the incident the customer called our main office after hours, our Regional Supervisor (*****) called the customer around 7:30 p.m (2 hours after we were closed) to gather information, give the customer piece of mind, and set up a meeting to inspect the vehicle the next day around 7:30 a.m. Like all allegations against our service, we took this seriously and made it a priority, ***** rearranged his schedule to ensure he could inspect the vehicle first thing.
  
  Inspection of the Vehicle

  
  When ***** was able to look at the ******, he noticed common issues for these 2.4l engines and noted them:
  Valve cover gasket leak
  Oil by the cap: Most likely from when the husband added oil
  Oil pan gasket leak
  Excessive soot in exhaust pipe: These 2.4l engines have a piston ring failure that creates excessive oil consumption.
  
  ***** then noted items related directly to allegation:

  
  Not our oil filter: The husband stated he installed a new filter
  A lack of significant oil blow back: When a vehicle drives without a drain plug or oil filter all of the oil comes out quickly, resulting in the entire underside of the vehicle covered all the way to rear bumper. This vehicle did not have that. Only up near the pan from the husband replacing the filter the day prior.
  No Check Engine Light: If this vehicle lost its oil filter and subsequently all of its oil it would have caused at a minimum 1 sensor to be tripped causing a light on the dash. The only light on the dash was the low tire light, nothing to do with oil or the engine. In the photo provided you will also see the door ajar and no seatbelt light on (both red).
  Internal Engine Noise: ***** did confirm the engine was making unusual noises, but they were likely related to the exhaust leak the vehicle has and its age.
  No sign of the "missing" oil filter: ***** walked approximately 4 miles where the customer allegedly broke down looking for the oil filter and any sign of a significant oil spill. He found neither. 

  
  CAN AN OIL FILTER JUST FALL OFF?

  
  Yes, it can. If the filter is not installed tight enough it will loosen up with vibrations from the engine and unspin itself. This is usually seen within 100 miles from the time of install. The customer drove over ***** miles since our service on 12/6/24. The other important note is that if an oil filter is loose it will also leak. IF this filter was loose, the engine would have run out of oil well before ***** miles. 
  It is important to note that the engine is still running despite this allegation of a lost oil filter and all of its oil.

  
  Conclusion 
  Once alerted of the issue, Prompto responded as quick as possible to investigate the issue for the customer. Due to a lack of oil blowback, a check engine light, evidence of a catastrophic oil loss on the road, and that the engine is still running Prompto denied this claim. We are sorry the customer is having issues with their high mileage, 21-year-old vehicle but this not something we can accept liability on. 

• Initial Complaint

  Date:11/13/2024

  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.

  Pulled int establishment approx: 3:45 PM, on Nov 09, 2024. I went to the location on *****************, in S. ********, *****. I was 2nd in line, in the far left lane. As the attendant was processing other vehicles in front, I observed 2 employees standing just outside th service bay door, smoking cigarettes, and "jokimg around". As my attendant attemted to enter my tag numbers ( I attemptd to inform the attendant to use the pervious oil change information from the sticker on my windshield. This is when the attendant stated to me "Don't worry, I know what I am doing.". After observing employes "smoking and joking", I commented "I just want to make certain my car doesnt get screwed up." The attendant stated "If you don't like it, you can go somewhere else.". I meantioned that is something I sure will do, and I have more than one w=vehicle I have had serviced there. I left the establishment and reture=*** home without an oil change.

  

  Business Response

  Date: 11/19/2024

  Good afternoon,

  We have policies regarding smoking that keeps employees smoking and on break away from the building and out of sight. Clearly these rules were not being enforced. The attitude from the attendant writing the slip is unacceptable and we would request more information so we can investigate who it was and seek disciplinary action. Thank you for bringing this attention.

• Initial Complaint

  Date:08/27/2024

  Type:Sales and Advertising 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.

  I went to prompto in ************ for a oil change . I smelt oil an breaks sqweeking after I left .so I took the car to my mechanic thinking prompto just might have spilt oil. ******* works on my car an found the handle to my dip stick laying on the motor an oil everywhere. My car is covered in oil. An the stick stuck in the oil tube. It cost me ****** from herveys an a 2 day loss of work at 275 a day. I would like to be reimbursed the oil change I paid for plus the cost from my mechanic of ****** an I'll continue to use you guys because I haven't had a issue til now.

  

  Business Response

  Date: 08/27/2024

  Good afternoon,

  I am unsure why the customer has reached out through ******************** as the customer was in our ************ location only a few hours ago to report the issue for the first time. The store manager was shown the broken dipstick and got copies of our invoice and the repair invoice. The customer was told it would be faxed to the Regional Supervisor and they would be in touch. Our average turnaround time for non-catastrophic claims is ******************************************************************************* tomorrow morning. 

  At Prompto we have 25 locations in ***** and ** and perform hundreds of thousands of oil changes annually. While we aim for perfection and excellent customer, unfortunately situations like these arise and we do everything we can to make it and make the customer happy.

   

• Initial Complaint

  Date:07/28/2024

  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.

  Dear ***/Ma'am: for years I have gone to Promto in **************. However, I didn't know that just the regular oil there was good for 5000 miles until I went ot ****************************************. Please refund me `$25 per oild change that I spent on 100% ************* for the last 8 oil changes.Thank you for your services. -*******

  

  Business Response

  Date: 07/29/2024

  To Whom it may concern, 

  This is the first time we are hearing from this customer about this complaint despite having several ways to contact us.

  Prompto has 25 locations in ***** and ** and carries over 20 different oils to ensure we have the right oil for each vehicle we see. Our oils can be split into 2 main groups: Synthetic Blend and Full Synthetic. Prompto has always recommended ***** miles for synthetic Blend and ***** miles for full synthetic. We have a sign hanging in our building (see attached) stating that we RECOMMEND these oil change intervals and to "Check your owner's manual for recommended oil change intervals." We even had this statement on our window reminder stickers until very recently when we switched to a computer system and the stickers had no room on them. 

  Why do we recommend ***** or *****? 

  These numbers are not made up, these are industry standards based on vehicle type, environment, and driving conditions. 

  Why do we supply signage that we recommend ***** or *****?

  Every manufacturer is different. Some suggest *****,*****, *****, ****** or even 1***** miles between oil changes! They are all different. It is up to the customer to decide to listen to the manufacturer, themselves or any service center they use. 

  We simply suggest an interval to ensure the vehicle is taken care of; the customer is the owner of the vehicle and responsible for the maintenance and when they decided when to get it serviced. 

  We service thousands of vehicles weekly and we are always happy to answer anyone's questions at the 25 shops or here at the main office.

  Again, this is our first-time hearing from this customer with this issue. At this time, we have not seen any of the invoices to know what product and what vehicle the customer is referring to. If more information could be provided, we would be happy to explain it.

• Initial Complaint

  Date:05/18/2024

  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 got an oil change on 05/03/2024 and my motor Blew, I called Prompto Oil and complained to them, A guy showed up at my house he was very decent and said yeah theres no fixing this took photos of the receipt I had from them, also took a video of my car he said he going to file a complaint, and I got a call a couple hours later from a gentleman being so rude and ignorant I ended up having to hang up. My issue is I have never had any mechanical problems with my car and ever since they did an oil change my motor blew. I feel like they should come good for it.

  Customer Answer

  Date: 05/28/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 06/20/2024

  Good morning to all and our apologies for the delay.

  We can confirm this vehicle was serviced at Prompto and an issue was investigated after. The customer came in approximately 300 miles EARLY and low on oil, so low that low oil light was on, and it was noted on the invoice.  The store manager looked at the vehicle and is most likely the one to say," yeah theres no fixing this." Which is a statement and not an admission of guilt. The engine had seized. When the customer called with the issue, they said they were driving on the interstate and the low oil light came on. The customer added 2 quarts of oil and drove it home with the engine making noise.

  The vehicle in question had driven 1500 miles since our oil change and had a history of oil consumption. It was noted as "NOS" on our invoice when it came in, meaning, ******* on Stick." This is extremely common for these vehicles as *********** have TSBs, recalls, and class action lawsuits regarding this exact issue. Simply put, as these vehicles are driven normally, they burn oil, if the vehicle owners do not check the oil level between oil changes the oil level can get dangerously low, causing damage to moving components. Additionally, this burned oil leaves deposits "gunk" in the motor, leading to other issues.

  Furthermore, the vehicle had driven 1500 miles since the oil change, proving that Prompto did in fact add oil. If we did not the vehicle may have driven a maximum of 10 miles.

  The "rude" supervisor attempted to explain this to the customer and another man (husband, boyfriend, father?) the man was rude, loud, ***** and requested to meet our supervisor so he could fight him.

  We are sorry to see that this customer is stuck in hard situation like so many other *********** owners with vehicles 10+ years old. They may not know the history of the vehicle or may not know extra precautions may be necessary to keep them running.
  

  2013 Kia ******************* miles

  2.4L GDi engine

   

  Customer Answer

  Date: 06/20/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:05/13/2024

  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 went to the ********, **. Location on 04/25/2024. My car was not leaking oil before I went and never had been before this. After they changed and it said I was all set they then told me to hold on and that it was leaking. They claimed to have put in the wrong filter and switched to the correct one. My dad noticed my car was leaking oil after bringing it home so on 05/06/2024 I returned to the ********, **. Location and had them look at it. Upon further investigation they realized there was a crack coming from drain plug. Keep in mind that was NEVER there before this past oil change done by them. They then proceeded to lie to me and tell me this is a ******* recall and show me a picture from ******* forums of a similar crack. They told me there wasnt anything they could do and sent me on my way. I checked the forum myself as soon as I left and that exact post was from someone over torquing it. The manager lied to me. I called ******* immediately and explained the situation and they told me that Promto is 100% liable for this crack and that it isnt a common problem or any sort of recall. My father went and spoke with the manager of the location who claims he never showed me that picture and said it must have been a different employee. Corporate called and said its common in ******* and when we stated wed already spoken with ******* the man from corporate said too bad they arent paying for it. This is absolutely devastating as I have used promto for every single oil change since I got my license 10 years ago. It is going to take me months to save up enough money to replace an oil pan that had nothing wrong with it when I brought it in there. They know they are responsible for this damage and are still refusing to do anything about it. I am sick over this. I will never use promto again and neither will anyone I know. This is no way to treat loyal customers especially in this economy when spare money is hard to come by. Disgraceful.

  Customer Answer

  Date: 05/24/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 05/28/2024

  Good morning,

  This issue with *********** steel oil pans has been a thorn in our sides for one main reason: The customer is stuck in the middle with the bill. ******* does not have a recall or a TSB on this issue even though they should. They have not stepped up to accept liability on it. Prompto has policies in place to ensure no damage occurs to oil pans or customer vehicles. 

  What's the issue with the ******* oil pans? These steel pans are thin stamped metal. Since Prompto has 25 locations and does well over ******* oil changes annually we see many of these pans. We have seen approximately 10 pans crack since this issue began. Every single crack is identical and yet peculiar as steel pans never crack! The force needed to crack a pan is much more than our employees and hand tools have to offer, leading us to believe this is a defect in the manufacturing process and not caused by our service.

  How can Prompto be so sure? We have policies when it comes to torquing drain plugs; we use a torque wrench set to 20 ft/lbs for all oil pans (steel or aluminum) to ensure the drain plug is not overtightened. This torque setting is slightly less than what ******* recommends but still enough to ensure plugs do not leak. 

  What if a plug gets overtightened? Pan threads may become worn, and the plug would need to be replaced. Drain plugs are designed to wear out first, so they are easily replaced leaving the oil pan safe. Again, the amount of torque needed to crack a steel pan is not possible with or hand tools.

  After 40 years in business THIS is the only steel pan, we have seen crack and consistently crack in the same way. We dislike that the customer is stuck in the middle, but it is not something we can accept liability on. As the automotive industry changes manufacturers are looking for cheaper, thinner, lighter, and that does always pan out well.

• Initial Complaint

  Date:03/06/2024

  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.

  Do not use this company they damaged my daughters car and refuse to cover it. He posted on social media that in a private conversation I threatened the shop. I threatened to file a lawsuit But to disclose comments of a private conversation you can see what kind of people you are dealing with.An independent mechanic confirmed they caused the damage while changing the oil

  

  Business Response

  Date: 03/11/2024

  To whom it may concern,

  This claim was initially investigated and denied as the customers father stated we broke a piece of plastic that damaged the alternator. After that they proceeded to torment us with social media comments and negative yelp and ****** reviews. While doing so they added new photos of the removed alternator. It appears that the already damaged piece of plastic exposed the alternator and unfortunately gave us the opportunity to touch it with a tool while replacing the oil filter. We contacted the customer and agreed to pay for the repair. It was repaired and paid on 3/8/24. The actual owner of the vehicle was pleasant and professional. 

• Initial Complaint

  Date:12/31/2023

  Type:Sales and Advertising 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 had an oil change today Dec. 29, 2023, and in the process of the oil change( 5 min ago) the lady doing the oil change yelled shut off the car! I saw steam coming up from inside the hood. She made a hole in a hose! She could have started a fire! And damaged by car! She doesnt have the ability and I believe upper body strength to do this job. My car is damaged! I have come to this ****** ***** business for over 10 years and never had a problem! Now I dont know if I ever want to return to Prompto and may have to tell my friends. I need my car!

  

  Business Response

  Date: 01/02/2024

  Good morning,

  We can confirm that this did happen on 12/29/23. While checking the transmission dipstick ************** bumped a coolant connection with her hand, the plastic "T" connection broke, spraying hot coolant out. This is why the technician yelled for the vehicle to be shut off. Her fear was for the safety of the technician downstairs, no damage to the vehicle occurred.

  After this happened the manager came over and assessed the situation and explained it to the customer. This vehicle is 12+ years old and it is a plastic part that constantly has hot liquid moving through it. The plastic eventually becomes brittle and can easily break. The manger explained this to the customer and that we were getting the replacement part ASAP.

  While waiting for the part to arrive the customer wrote this complaint even though we were solving the issue.

  In the end the customer was there for a total of 40 mins. The customer was not charged for the oil **********************, the coolant T, and the coolant that leaked out. We apologized for the issue that was created simply by bumping into the hose. At some point this plastic connection was going to break. 

  What is concerning is that the customer was not happy that there was a "lady" servicing the vehicle. Simply put, accidents happen, and things break on old vehicles. This issue was immediately addressed, and the customer was never without the vehicle and there was zero risk of a fire (coolant leak). 

  Thank you.