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:09/24/2024

  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 took my car to the Take 5 Oil Chance in Blue Springs, MO.
  
  *** ** ** ** *******
  Blue springs, MO 64015
  
  When I arrived it wasn't very busy, but it did take a while for things to get moving. I told them I wanted an oil change and the employee I should change my coolant.
  
  After trying for an hour and a lot of loud noises, they told me they could not do the coolant exchange as they could not figure out how to use the machine. They called someone on the phone and tried to troubleshoot. Still nothing. At this point I asked for a refund (as they had already charged me), and was told only there manager could do this. I had been at this shop at least an hour at this point.
  
  After numerous attempts, I reached *** ****** (store manager) and we spoke on Saturday 9/14.
  
  He told me he would call me Monday morning. He called me around noon on 9/16. He offered me a $80 refund, for a $120 charge (receipt attached). The store manager cited some vague coupon, which was not explained to me at point of sale.
  
  I told ** ****** what had occurred. How his staff had taken over an hour, admitted to being ill trained and could not resolve the issue for me in any fashion. On top of this, I did note concern of the oil even being changed properly.
  
  I asked for a complete refund for services and he said no. I was thinking about putting a stop payment from my bank, but this manager said I was stealing at this junction, so I decided it best to reach out to BBB.
  
  Please let me know if I missed anything and best course of action.
  
  Again the receipt is attached to this email.
  
  Thanks
  
  **** ******* ************

  Business Response

  Date: 09/17/2024

  *** ******** 
  
  We're sorry to hear about the recent issues with your service. This
  is **** ***** and is actually one of our franchise locations. You'll need to
  contact the phone number found on the receipt and request to speak to the shop
  or district manager. For legal and privacy reasons, I cannot provide their
  contact information to you, but I will pass your information along to the
  franchise owner and let them know of the issue and to contact you. 
  
  Thank you for your patience and feedback,

  Business Response

  Date: 09/25/2024

  Hello,
  
  You will see from the invoice, identical to the one the customer attached, that the
  base price was $119.99, but $30.00 in discounts were applied along with a free
  fuel system cleaner. *** ********* wife was only charged $89.99 for the coolant
  exchange and was even given an additional $10.00 off of her oil change.
  
  We understood the customer’s frustration, as we had issues
  maintaining steady pressure on the vehicle due to possible holes in their
  lines. We offered the customer a refund for the service. The customer then
  refused to provide the necessary refund information because they demanded a
  $119.99 refund. Since this point, the customer has refused to understand that
  they were not charged $119.99 for their coolant exchange, and insists that
  discount or not, they are owed “$120.00.” This is highlighted by their referral
  to a “vague coupon,” which are the discounts clearly listed on the invoice they
  provided. We have attempted to explain these discounts to both *** ******* and
  his wife multiple times, but they will not listen.
  
  We are more than happy to provide a refund, but again, we
  need the customer to cooperate with us in order to do so.

  Customer Answer

  Date: 09/25/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am not married and did not have a women with me. I did have to leave an hour into the shop tinkering with my car, pick up my son, and come back for them to further tinker.  

  I will still accept a full refund. There was no damage to my car or lines. I see they are now pushing fault to the car, but the employees present at the time, said they could not get their coolant machine to work. No mention of issues with my car. Nothing noted on the cited receipt. This is simply poor customer service, ineptitude and unwillingness to make it right. 

   

  Again just looking for a refund. I cannot get the time back and they did not provide services assured. 

  
  
  
  Sincerely,
  
  
  
  **** *******