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:09/29/2023

  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.

  Oil change at Prompto Oil (**********) on 8/5/23 with mileage ****** worked 2 weeks, then was away for 10 days Arrived back home on 8/25/23 to find that my engine was having problems 8/25/23 had my car towed to ********************* (******, **) to be evaluated 8/28/23 I was notified by ******* that they found the oil filter was not properly installed (oil filter was not tight, and had 2 gaskets which leaked out engine oil). They also found a lot of metal in the oil from the engine. I was told that my car needed a full engine replacement.A week later I met with Prompto at ******* where the district manager looked at my car after acknowledging that the filter was not installed properly AND that they had fired the technician who worked on my car.

  

  Business Response

  Date: 10/02/2023

  To whom it may concern,

  When this issue was brought to our attention, we took action to contact the customer back and inspect the vehicle. The issue with the oil change was already being corrected by the ****** dealer. upon inspection we found no oil shavings or an internal noise resulting from the leaking oil filter. The engine was carefully listened to with a stethoscope to ensure no internal damage was done. We offered the customer a refund for the ********************** oil ********************** and the cost for the dealership to correct the issue as well as a 24 month, ****** mile warranty that would cover a rental and engine replacement by our insurance company should the engine fail from our leaking oil filter. The dealer is continuing to tell the customer the engine needs to be replaced when the vehicle is fine at this point. Our suggestion to the customer is to drive the vehicle and IF an issue occurs it can be investigated by our insurance company, as of right now there is nothing to investigate. 

  Customer Answer

  Date: 10/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #20676331. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/29/2023

  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.

  Last week, I had my oil changed at Prompto in *********, *****.I get synthetic oil and was told that it should be changed in ***** miles. They provided a 'next oiI change due' sticker for my car at ***** miles.I looked up the oil change frequency on-line and synthetic oil only needs to be changed every ***** miles. **** I asked about the discrepancy (between ***** and ***** miles change), the workers' response was "that just what we recommend."I call it providing deceptive, incorrect and misleading information. I just happen to know when oil needs to be changed, but I am sure there are many other customers who don't know and will be spending money for something not needed with the 'too-frequent' oil changes.What I want is for the Prompto staff to 'recommend' the industry standard correctly and stop deceiving their customers.

  

  Business Response

  Date: 10/03/2023

  To whom it may concern,

  Prompto recommends 3 months/***** miles for synthetic blend oil or 5 months/***** miles for full synthetic oil. We have a sign in the waiting area at each location stating this (see attached photo). All car manufacturers recommend different intervals such as *****, *****, *****, & ****** miles between services. All cars are different and most consume oil nowadays and may not last the entire oil change interval. Oil changes are "Preventative Maintenace" to ensure larger issues do not occur. 

  Prompto recommends the industry standard of ***** miles (for Synthetic) due to *********** temperatures and driving conditions (see attached article).

  All of Prompto's products meet or exceed all vehicle manufacturer specs for oil.

  Prompto has signage for customers to see what the owner's manual recommends. 

  Prompto's employees also did not lie to this customer as they stated," that is what we recommend" is the truth. simply put, it is no pressure. We have customers that come in early, on time, late, double the mileage. Regardless of how far they CHOOSE to drive we are here to provide them with a hassle-free service.

  Prompto is not being deceptive, we are simply helping our customers take care of their vehicles. 

  If this customer chooses to drive ***** miles, it is their decision, and we have no problem with that. 

  Customer Answer

  Date: 10/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:04/25/2023

  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 12/8/2022 I went to Prompto Oil in N ******, ** for a routine oil change. I then had an appointment with **** in *********, ** to obtain my current inspection sticker only to find out my oil pan had been cracked. They provided me with a picture of the cracked oil pan and informed me that whoever did my last oil change had damaged the oil pan. I then drove the same day 2/22/23 from ************* to N ******, ** (Friday) to file a complaint. They at that time checked and filed the complaint on my behalf. At the time they said the supervisor was not present, but, they would contact and have him/her reach out to me. On 2/23/23 a *** (phone # ************) called and said there would be reimbursement sent out. Someone from ***** Automotive at *************) also called and provided the same information. It is now 4/25/23, I have had to pay close to $400.00 to correct the issue and to be able to get my inspection sticker, but, have never heard back nor have had any compensation..............Unacceptable service. I have documentation as well as cost of repair.

  

  Business Response

  Date: 05/01/2023

  Good morning,

  I have spoken to ***, the supervisor for our NH locations. While this clam sounds familiar, he was unable to provide any documents under this name. We apologize for the inconvenience this miscommunication has created. If you provide all documentation including your Prompto invoice we will investigate with fresh eyes. 

  Customer Answer

  Date: 05/02/2023

  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:04/21/2023

  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.

  I took my 2019 Kia **** in for an oil change on 1/31/23 to the Prompt on Western Ave in *******. I recently noticed oil leaks under my car so I took it to VIP to see what was happening. They showed me that the oil pan bolt was mis-threaded so they couldn't get the washer on to seal the pan and instead zip-tied it. The oil is leaking from there and the entire oil pan needs to be replaced. I've only had the car at Prompto so they clearly did this but say they didn't and that is it.

  

  Business Response

  Date: 04/24/2023

  Good afternoon,

  We have 2 major goals in this response; one is to see this be resolved in a fair manner, the second is for everyone to understand what exactly has happened because there is a lot of confusion and mixed terminology from the customer and the garage it was taken to. The first photo we provided has labels all of the parts to assist with this.

  This claim was originally inspected by our store manager **** and then by our Senior Field Supervisor ****. At no point have we seen anything in writing from VIP about what they think happened and why exactly the entire oil pan needs to be replaced.

  Timeline: The oil change was performed on 1/31/23 at the ******* Prompto. On 4/21/23, almost 3 months later, the customer states they noticed oil leaks and took it to VIP. The customer contacts us stating we need to pay for a replacement oil pan.

  Why is there oil leaking so long after the oil change at Prompto?

  Why exactly does the oil pan need to be replaced?

  When Store Manager **** spoke to VIP they stated that they drain plug was cross threaded and that they had not removed it to drain the oil. You would not be able to diagnose the drain plug unless you remove it. In the photos you can see oil leaking near the plug, it is important to note that when diagnosing any automotive fluid leak, you must find the highest point to find the cause. In this case it would be the Oil Pan Gasket. This is the gasket that is sandwiched between the engine and the entire oil pan.

  IMPORTANT: After removing the drain plug a technician would be able to see if the pan threads were worn. At that point someone could run a tool called a tap through to clean up the threads and install a new drain plug and drain plug gasket. Prompto does this service at no charge and only charges $5.00 for the new drain plug. If this was the only issue with the oil pan it can be quickly fixed and does not need to be replaced.

  Oil Pan Gasket: As we dig deeper into this strange scenario, we see a drain plug gasket on a zip tie. one end of the zip tie is tucked under a Pan Bolt (used to fasten the Oil Pan to the engine). It is important to note that Prompto does not stock this style zip tie and we would not touch any Pan Bolts. So how did this spare gasket and zip tie get there? That is difficult to find an answer as it has been 3 months since Prompto has seen this vehicle. Who knows who has touched this vehicle since, and it appears to be time for the vehicle to have another oil change.

  IMPORTANT: ******* Pan Gasket appears to be the reason why VIP is suggesting the pan needs to be replaced. Have they cleaned the oil off the pan to determine the reason for the leak? How low was the oil level when the vehicle was brought to VIP. More information is needed before we can determine what needs to be done to this car. It is very likely that this vehicle would have run out of oil if it left Prompto on 1/31/23 like this. 

  It appears VIP has jumped to the most expensive conclusion that the Oil Pan needs to be replaced without taking all the necessary steps to solve the situation and help the customer. 

  Proposed Resolution:

  Prompto is shown invoices of the last two oil changes on the vehicle (Customer states it is always brought to ***********************.

  Prompto refunds the customer for the oil ********************** on 1/31/23 (If the original invoice is provided).

  Prompto is able to inspect the drain plug and if needed, tap the pan and replace the Drain Plug and Drain Plug Gasket (at no charge).

  Prompto is given a copy of VIP's diagnosis including the reason for the leak and an estimate (After we can discuss a further resolution with the customer).

  At this point ********************** does not accept liability for the potential Oil Pan Gasket leak, the situation is highly irregular, and we do not feel our technicians have anything to do with zip tie or the Pan Bolt. If there is an issue with the drain plug it is an EXTREMELY easy fix. VIP could have handled it for the customer while redoing the oil ********************** and we would have paid for it. Another option would have been the customer to return to us, we would have corrected any issues with the Drain Plug for free (normally $5). **************** should be the priority, not recommending the most expensive repair.

   

  Customer Answer

  Date: 04/24/2023

  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,

  ****

  I contacted Prompto when I learned about this issue and was flatly told they were not responsible and no options for repair were presented to me. I'm attaching the original invoice and a photo of Prompto's oil sticker that is still on the car. No one has touched this car for repairs since I brought it to Prompto for the oil change and VIP for the leak. 

  It is obvious that the locking washer (gasket) was attached to the oil pan via a zip tie. If Prompto didn't attach it they should have notified me of this issue when it was in their shop in January. It is very obvious that they did this for that reason. Prompto was the last place to touch the oil.

  VIP didn't have the oil pan in stock and so they were unable to determine if it needed to be replaced for certain. They were unwilling to remove the bolt without a new oil pan because the vehicle would be stuck in their shop until the oil pan was replaced. VIP expects to get the oil pan this week and will remove the bolt and will then know for certain if it is cross threaded. If it isn't it will still need repairs but those repairs would be less costly than replacing the oil pan.

  I want to work with Prompto to figure this out and was stunned at how flatly they just denied everything. I'm not looking for the most expensive repair; I just want my vehicle to be in the shape it was when I took it to Prompto for the oil change.  Please see the attachments.

   

• Initial Complaint

  Date:12/05/2022

  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 Tuesday 11/29/22 I took my 2021 Jeep Grand Cherokee to Prompto at ***************************** in ******** ***** for. While technicians were servicing my vehicle, the oil filter adapter housing was cracked and broken, which was not mentioned. I paid for my oil change and went about my day. Two days after the oil change on 12/1/22, I began smelling burning oil. I checked my oil levels and found NO oil in my vehicle. I called the same Prompto location and told them I wasnt able to drive it due to no oil. They sent an associate to my house to add oil and check on the cause of the leak on Friday morning 12/2/22. My fianc stayed home and missed a half-day of work to meet them. Associate added oil to the Jeep and re-tightened the drain plug to the correct torque. She said they had a new employee and that the drain plug *** not have been tightened enough and also explained that the bottom of the vehicle was soaked of oil. The associate left saying that it should be all set and that she filled the vehicle with oil. My fianc started the vehicle up, burning oil was smelt. Oil was noted to be dripping at large volumes from the vehicle. Once again determined to be un-drivable and AAA was called for a tow to the Dealership where it was purchased. A technician looked it over and determined that the Oil Filter Adapter Housing was cracked and broken during that oil change. An estimate and print out of repairs were obtained from the mechanic, which ended up being $930. 64, with the repair taking upwards to two weeks. We took this estimate to Prompto the following morning. We explained the situation and what damages had been discovered during the oil change. The manager at that point was contacted and provided a copy of the repairs and costs of them. The manager's response was, There is no way I am going to pay for this. I will decline your claim. Prompto needs to be held responsible for the damages they caused to my vehicle during the oil change. The part was broken due to negligence.

  

  Business Response

  Date: 12/06/2022

  Good morning,

  
  The customer did receive an oil ********************** on 11/29/22 from our Rockland location. When they called a few days later stating they had a leak we do what we do best: ***************** We take every claim seriously and sent someone out to inspect our work and assist in diagnosing the issue. The vehicle was low on oil, and we filled it up.  Our Field Manager **************** brought in to assist in explaining the issue to the customer(s) who were hostile at times. 

  **** explained that this is unfortunately a common issue for this motor (3.6l Pentastar V6 for Dodge, Ram, Jeep, Chrysler). Every vehicle manufacturer has some faults, defects, TSBs & recalls. We keep a close eye on the ones that are related to oil due to the number of vehicles we service. We have seen this Pentastar issue many times before which is why we explained the issue to the customer and attempted to point them in the right direction. 

   

  What actually is the issue?

  The issue involves the oil cooler housing which the oil filter is attached to. Most of this part is made of plastic that has hot oil running through it and sits in the middle of the engine gather heat. The plastic part eventually gets brittle or warps from the heat. This creates the oil leak. It is a very common issue regardless of age and mileage. ***** has not issued a TSB or recall on this issue and will point blame at whomever performed the last oil change. MOPAR has stopped manufacturing this part and are using parts made from other vendors. 

  (See article attachments)

   

  We have seen this issue many times. We recently had a customer have this part replaced at a MOPAR dealer only to have it leak again just a few months later.

   

  SOLUTION

  MOPAR accepts blame and corrects issue for not only this customer but countless others.

  OR

  Replace the plastic oil cooler housing with an aluminum one that does not warp in the heat.

   

  VEHICLE HISTORY

  When the customer was in on 11/29/22 it had ****** miles on the vehicle. The previous oil change sticker stated it was due at ******. It was also noted "N.O.S" meaning there was ****** on the Stick. This vehicle was over 2 qts low when it came in for the oil change.

   

  CONCLUSION 

  We investigated the claim, explained the issue and how to get it corrected. This is a common issue where the fault is the plastic product, not the person servicing the vehicle. We service hundreds of thousands of vehicles each year, when we make a mistake, we make sure we pay to correct it. Sadly, this is not one of them.

   

  Thank you,

  *********************

  Director of Operations

   

   

   

   

   

   

• Initial Complaint

  Date:07/20/2022

  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 for a routine oil change on 7/9/22 and during the change the oil pan was cracked. This ended up being thousands of dollars in damage and may actually end up being more money for me because the damage is so extensive and may need to be taken somewhere even more specialized. During the change the copper crush washer was not reinserted and this caused the s**** to be in too tight, which in turn caused the pan to crack. Within two days of the change all the oil had leaked out of the car and was essentially totaled. I have had it looked at by two different specialists who say without a doubt this damage was caused by them. Prompto is refusing to take responsibility and they just told me it was already cracked. Their argument is that there is rust in the crack so it was already there- the part is made of aluminum which does not rust and two mechanics have confirmed this is not true. I have plenty of evidence, pictures, videos, etc but I would really like for this not to go to litigation.

  

  Business Response

  Date: 07/21/2022

  Good morning,

  *********************** called our office at approximately 4 p.m on 7/20/22 and left me a voicemail. I was out of the office and was going to respond to her today, 7/21/22 around 9 a.m to inform her claim is still open and I would be investigating it and getting her an answer by the end of of 7/21/22. It should also be noted that the Field Manager who originally looked at this claim (Pascal T) did not receive any documents due to a typo in his email (hand written on the estimate from Eurosport). The previous service was done at another garage and the claimant has not owned the vehicle very long and does not know the cars history. Regardless, this claim was already being reinvestigated today and if Prompto accepts liability we will cover all costs required. 

   

  Thank you,

  *********************

  Prompto Director of Operations

• Initial Complaint

  Date:07/11/2022

  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.

  Dated 7/11/22 I've been going to prompt at ******************************************************** for a couple yrs . Employees seem nice Took me a while to figure things out but I will never go here again First about 2 yrs ago I bought a used ******* it needed some work but little things I did my first two oil changes myself and car was running great. After that prompto ********** ** did all oil changes well a few oil changes later as im getting my oil changed the guy tells me I had low oil and it must be consuming oil and he would put an additive to help it. I'm like ok my luck it's an older car with 168k miles So I eventually sell the car and get a ****** versa , again needed some work but just little things I fix it myself like I did the ******* and did the first two oil changes with no issues. Then after had prompto continue with oil changes and after a few oil changes I was driving and about **** miles before the oil change was due the oil light came on I pull in to Gas station and check the oil dipstick and there was no oil on dipstick, I'm like what the heck so I put two quarts and it brought oil to correct level Then a while later I'm talking to a guy at work about how I have proto do my oil changes as nobody can beat their prices He says to me how he will never go there again as they never put oil in the car and he had to pull over and put oil in it to get home so he could replace filter and oil again I was like no way That was 6 months ago So this past weekend I was moving my girlfriend with my 2013 ***** silverado . I never drive it it only has 100k miles the truck has no leaks and never had any issues before anyhow on my way home the truck engine light come on as I get in town the oil pressure was at 25 psi it normally runs just over 40 psi I park the truck in the yard and the next day I put computer reader on it , it had a po521 which is a generic code, power train code triggered when theres problem with engine oil pressure or pressure gauge reading So I then check t

  

  Business Response

  Date: 07/11/2022

  To whom it may concern,

  ***** Christmas left Prompto a 1 star review on Yelp the evening of 7/10/22. On Monday 7/11/22 ***** called our main office and spoke with myself regarding his issues. ***** was aggressive, yelling, swearing and refused to allow me an opportunity to speak. His story skipped around between 3 different vehicles and became more aggressive when I requested more details about any of these 3 alleged issues. I warned him several times to not yell or swear. ***** became frustrated and hung up. He quickly called back and apologized for his actions and the conversation continued. ***** did not want to hear any comments about oil consumption issues, used cars/lack of car history, or any rational explanations for these issues. ***** began to raise his voice again and i warned him that the conversation would end if he continued to yell. I told him goodbye and hung up. ***** then drove to our Manchester location and spoke to the store manager explaining only the situation with the 2013 ***** Silverado. ***** brought his old filter and oil to show the manager. We kindly requested ***** to leave as his previous actions showed us we are not aware what he is capable of. 

  ***** never started or finished explaining the situation with the oldest car the Hyundai.

  ***** explained some of the situation with the ****** Versa. We do not know how long ago we did the oil change. We do know that the ****** went most of its service interval before ***** needed to add oil to his car. Which is common for a ****** Versa with approximately ******* miles. ***** stated that the plug and filter were tight, too tight.  This was the cause of his cars lack of oil.

  ***** explained the situation with the 2013 ***** Silverado. *** vehicle had driven the full service interval of ***** miles. *** gauge on the dash showed low oil pressure. He checked the level, it was low. He changed the oil himself draining approximately 4 qts. from the truck. He stated the oil was dirty. ***** made comments that the plug and oil filter were too tight, and he had issues doing the service himself in the driveway. *** vehicle is 10 years old with ******* miles and went the full length of the service, knowing this it makes sense that the vehicle was about 2 qts low.

  We were not provided with any invoice dates or documents. When I asked ***** for more details on one car he would skip too another. ***** is quoted in his letter to you and his Yelp review saying the ****** Versa needs piston rings but this has not been diagnosed by any garage. 

  If ***** had an issue with the other 2 vehicles the issue could have been presented (respectfully) and could have been discussed and addressed. If ***** was more polite on the phone and willing to provide all the details and be willing to listen the 2013 ***** Silverado claim could have been handled. ***** says he sees the pattern. *** only pattern is he has purchased 3 used vehicles that consume oil between oil changes.

  Simply put, *****, like most Americans need to add oil to their cars in-between oil changes. It is common for some modern vehicles to use 1 qt of oil per ***** miles. **** if its under ******* miles. **** of ******* vehicles traveled thousands of miles since we did the oil change on them. If our service or products were bad he would have issues much earlier. ******* mind was made up before he made the first call, we thoroughly investigate all claims against our work. 

  Customer Answer

  Date: 07/11/2022

  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

    **** is not being truthful regarding our conversation on the phone with him i never jumped around from car to car as i was explaining things just like my complaint in the letter and right from the start he denied any responsibility for what his technician did i asked where you there witnessing what your technician did he refused to answer so i answered it (no) i did get upset because **** would not let me talk and would continuously talk over me , **** did not ask me anything different than what i explained in the letter  as i stated in my letter it took a while to figure out what was going on and when i crawled under my truck you could see that the oil was leaking from the filter from being over tightened , i attempted to address this with him as soon as i realized what has been happening , i did exactly what any reasonable person would do in my situation , i recorded the leak on video and the no oil on dipstick remembering back i can remember the vehicle shaking when they did the oil change but at the time i didnt think anything of it but now i realise it was them obviously over tightening up the oil filter and drain plug ive owned my truck since 2015 when it had 30k miles on it it has never used oil before i know my truck as i take very good care of it and mikes explanation of 2 quarts of oil between oil changes as being normal is just not factual with any car with around 100,00 miles on it nor would it be normal in a car with 168 k miles  yes cars normally consume oil but it is of so small immeasurable amount and is not noticeable between oil changes , this reasoning is simply to deny any fault 

   i explained to **** that oil consumption issues are not caused from normal where and tare as follows

  What is the most common cause of excessive oil consumption?
  
  Under normal operating conditions, excess oil consumption is generally a mechanical problem. In the majority of cases where oil consumption problems have been investigated, it usually turns out to be a leak issue.

  meaning a loss of oil

   

  i explained to him as i dont know the depth of his knowledge that all he had to do is ****** it

   

  my interaction with the store manager was very calm and the manager asked if i would wait for him to call **** for a rectification i agreed the manager came back handed me the phone said **** wanted to talk to me , i took the phone and said hi **** , **** then said ***** Christmas get off my store property i said no problem , **** then said have a merry Christmas and i left

   

  if **** wanted to solve this situation he would not have denied any wrong doing from the start and let me speak nor would he kicked me off his property

   

  my filling a complaint is to have a record of showing the poor workmanship of this business , i don't expect him to do the right thing as it is clear he wont when i read the several other similar complaints and his responses he states the same thing as an excuse it its just not factual

  either way im still open to an agreeable settlement , but as i said he has shown a history  of not taking responsibility as well as verbally 

  
  Regards,

  *****

   

   

  

  Business Response

  Date: 07/13/2022

  Good morning,

  ***** assumes because his vehicles were low on oil it is our fault. I am not sure what he is suggesting is happening with his service but stated several times that everything was tight, "too tight". ***** failed to or refused to provide sufficient information for the vehicle(s) in question. My "interruptions" were to simply request more information because he kept skipping around to discuss the 3 vehicles, raising his voice and making ill informed accusations. We are still yet to see any receipts for any of the 3 vehicles.

  ***** continues to say i need to ****** things to understand the situation, a simple ****** search WILL bring up oil consumption issues, TSBs, and recalls for various makes and models. Our company performs hundreds of thousands of oil changes every year and have never come across an issue or customer quite like this. If we have any issues with product or human error we investigate and do what we can to make the customer happy.

   

  All of ******* vehicles made it close to length of the recommended service interval and he stated the plug and filter were tight. once again, if ***** had low oil early on after our service this we be a different story. 

   

  I hope we can find a way to resolve this disagreement. ***** has still not stated what he would like to see happen to resolve this. In most cases like this we would offer 1 or 2 gift certificates as a sign of good customer service. Approximately a $140 value. These would cover the full synthetic oil change for Randys truck

  Customer Answer

  Date: 07/13/2022

  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

    as my last response to mikes false statements **** continues to make false statements and this is beginning to just be a back and forth with **** having no intention of be a responsible person and take responsibility for his technicians
  
  however i will respond to ****
    1 to answer ****** statement
  quote: ***** assumes because his vehicle were low on oil its our fault

   Answer : false  i know it is his poor skilled technicians fault (as i clearly outlined in my complaint and on yelp and **** acknowledged on the phone he received my complaint on yelp)

  2 : I am not sure what he (meaning me) is suggesting is happening with his service 

  answer: again i stated quite clearly what is happening in my complaint

  3. My interruptions were to simply request more information because i kept skipping around to discuss 3 vehicles

  Answer:   False   i spoke clearly and directly in order as events unfolded just as i did in my complaint letter , there was no skipping around,    when someone is speaking you wait your turn! this shows respect to the one who is speaking! and is common in the professional corporate world and in general life

  4: have never come across an issue or customer quite like this. if we have any issues with product or human error we investigate and do what we can to make the customer happy.

  Answer: False , its very easy to see this is false pretty much all of the complaints on yelp, ****** and  BBB  11 on BBB  and pretty much all  have been issues about loss of oil, to tight oil filter, stripping drain plug bolts and etc . and since my complaint i have learned of two other customers that i know have had issues of same fashion 

  5:All of  ******* vehicles have made it close to length of oil change

  Answer: False i have never stated this on any of my vehicles and my 2013 ***** did not make it to nearly the end of the service as it was down by 2.5 quarts  my truck has never been down 2.5 quarts and has had no leaks other than your technicians improperly installed oil filter

  6:If ***** had low oil early on after our service this we be a different story
  Answer: false  1. it took time to leak the 2.5 quarts out im confused as how **** would expect me to be able to control the leak rate from in improperly installed leaking oil filter.

  7:***** has still not stated what he would like to see happen to resolve this

  Answer: false i clearly stated to **** on the phone a couple of times and once after to the manager of the store before he kicked me off the property, ( my ****** will need a motor replaced do to there workmanship as it ran out of oil about a week after it got serviced since then it consumes 1 quart of oil per **** miles prior to its service and its loss of oil it never had oil consumption issues  i told **** i did not expect a new motor but we needed to come up with an agreeable percentage of the cost for one, i also told **** and manager that i wanted a warranty for my 2013 ***** silverado on my motor in the event an issue arises down the road do to his technicians improper oil filter installation

  8 In most cases like this we would offer 1 or 2 gift certificates as a sign of good customer service approximately worth $140 value this would cover the full synthetic oil change for ******* truck

  Answer: false as my oil change was $45 dollars at the time and  this offer is actually very insulting  considering my response to #7 and just an FYI the cost is not anywhere near as low as $140

  i wanted to add as i noticed 
  that **** himself stated in his response  that i said my 2013 ***** silverado had leaked 2 quarts of oil
  
  just like everything else **** makes false statements about what i said as you can clearly see on my complaint and on yelp that i state my truck leaked 2.5 quarts  of oil ( which is 2 1/2 quarts)  out of the filter from being installed to tight 
  
  I'm still driving my truck and no loss of oil since my new oil change.  fingers crossed ************* didn't damage it 
  
  also my response to **** saying i never took my vehicle to a garage to get a diagnosis .
  
  Here you go !, why would a reasonable person need to tow their vehicle to a garage to diagnose a leaking oil filter  when I can see it leaking clear as day  myself  ?
  
  also **** is in the corporate office some 200 miles away in *****, i understand his job is to control or reduce company losses .
  
  however ,  How is it that **** has any explanations right from the beginning of our conversation  as he has never worked on or even seen my car?
  and since he has no first hand knowledge of such all his words are made up and hear say
  
  **** says i provided him with no documentation
  this is another false statement as i provided on the phone to him with the oil sticker information on my window which he said had the techs initials on it which i provided as well 
  
  mikes has made so many false statements its hard to keep up with them

  
  Regards,

  *****