Complaints

This profile includes complaints for Take 5 Oil Change's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Take 5 Oil Change

  440 S Church St STE 700 Charlotte, NC 28202-2059

• 

  Take 5 Oil Change

  4030 Monroe Rd Charlotte, NC 28205-7706

• 

  Take 5 Oil Change

  1836 W Mallard Creek Church Rd Charlotte, NC 28262-2303

• 

  Take 5 Oil Change

  714 Cassat Ave Jacksonville, FL 32205

• 

  Take 5 Oil Change #148

  980 E Waterloo Rd Akron, OH 44306

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:12/09/2024

  Type:Billing 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 11/16/2024 I went to take 5 to get an oil change, located at ***************************************************** Their system to process my debit card went offline in the middle of the transaction. At that time, they called other take5 location at ********************************** to process my payment. They processed the payment for the incorrect amount. My oil change was ***** and the payment clear my account for ******. I was told they couldn't do the refund right then, because they didn't have any receipt paper. I was then told they were going to credit my debit card within 5 business days. On 11.22.24 I called the *************** store to see when I will be receiving my credit, and they had no ideal. Today 12/9/24 I called the ************ to check about my credit again now there saying it going to take another 15days. This has been going on for almost a month now. I will like for them to refund me the difference of $122.26. **** it should take them this long.

  Business Response

  Date: 12/16/2024

  Good morning, 

  I apologize for the delayed response to your complaint and the issue with the overcharge. It looks like our ** team has submitted and finalized the refund 4 days ago. Please check with your bank and if there is still an issue, please let us know. 

  Thank you. 

• Initial Complaint

  Date:12/09/2024

  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.

  on 11/24/24 took my vehicle to get a simple oil change. nothing was wrong with the vehicle at the ******************************** location. I kept up with the maintenance on my vehicle as I am currently making payments on my vehicle. I only paid $55 for it because i brought my own oil. and left. we over heard the technician saying ' man I've been spilling oil all day' granted it was a busy. its the same week we are going out of town for Thanksgiving. The line was busy. The technician drained the oil out my vehicle. we thought nothing of it, supposedly it was and paid to leave. we left, at the light the car started to studdle and the engine light came on, oil light came on , access mode came on and then it shut off. we waited then it came back on we made a u-turn back take 5 and it shut off again at the light, we called them and told that the messed up the car. the lead tech came and started to change to oil in the middle of the road. there was no oil in there **** black oil that came out, and drain plug. we definitely have image of it. what professionalism was this. he so called himself putting the oil back in but it spilled all over the engine and the coils which is now leaking every where. we waited for the police to come. since it was not a criminal no report could not be file. we waited for the manager because he was not on site and states" this happens at least once a week". we waited for the tow truck to come and towed it to the dealership. I told them was happen, they diagnosed and confirmed there was no oil in the engine which is why the engine blue. The manage **** goes to the dealership and states he was the one who changed the oil and the mechanic asked him, " so you are the one who blew their engine? he said, no-no! that wasn't me. It has been two weeks now almost $900 on rentals spent, ruin my holiday and they do not want to take accountability to their mistake and repair my vehicle and provide me a rental for work. this everyday vehicle. i need help.

  Business Response

  Date: 12/16/2024

  Good morning, 

  I apologize for the delayed response to your complaint. I see that a claim has been filed and the claim has been sent to our Third Party Claims Team. They will be your main point of contact regarding the claim and any questions you may have. 
  You can contact them at *************. Your case number with them is 1503670.

  Customer Answer

  Date: 12/16/2024

   
  I am rejecting this response because: I have contacted the Third party claims department and spoke with the claims *** who states that Take 5 told her  they are not going to pay for the rental and that myself as the customer would be liable for the rental and that take 5 has no part in that. Now this is week 3 no vehicle, another week renting a vehicle $1200 spent in rental which is ruining my holidays. all I am asking is for my vehicle to be fix and a refund on my rentals. Now I am afraid of any other damage that the vehicle suffer because this not taken care of promptly. 

  
  

  Business Response

  Date: 12/17/2024

  Good afternoon, 

  I apologize for the inconvenience you are dealing with after getting serviced at Take 5. Unfortunately, the Claims Team does not approve of rental cars until the case has been approved. If the case does get approved and we deem ourselves at fault, the Claims Team can take the necessary steps to reimburse for the rental cost. I see that additional information was sent earlier today that was needed from the Claims Team for the case. They will have an update for you as soon as possible. 

  Thank you. 

  Customer Answer

  Date: 12/31/2024

   
  I am rejecting this response because:
  
  I am still waiting for Take 5 to take liability to the charges. I spoke with the third party today and they informed me that they are still waiting for a response from Take 5.

  Business Response

  Date: 01/03/2025

  Good morning, 

  I apologize for the delay. I will see what I can do to get the case looked at and that decision to be made as soon as possible. 

  Thank you, 

  Customer Answer

  Date: 02/21/2025

   
  I am rejecting this response because:
  
  on 11/24/24 took my vehicle to get a simple oil change. nothing was wrong with the vehicle at the ******************************** location. I kept up with the maintenance on my vehicle as I am currently making payments on my vehicle. I only paid $55 for it because i brought my own oil. and left. we over heard the technician saying ' man I've been spilling oil all day' granted it was a busy. its the same week we are going out of town for Thanksgiving. The line was busy. The technician drained the oil out my vehicle. we thought nothing of it, supposedly it was and paid to leave. we left, at the light the car started to studdle and the engine light came on, oil light came on , access mode came on and then it shut off. we waited then it came back on we made a u-turn back take 5 and it shut off again at the light, we called them and told that the messed up the car. the lead tech came and started to change to oil in the middle of the road. there was no oil in there **** black oil that came out, and drain plug. we definitely have image of it. what professionalism was this. he so called himself putting the oil back in but it spilled all over the engine and the coils which is now leaking every where. we waited for the police to come. since it was not a criminal no report could not be file. we waited for the manager because he was not on site and states" this happens at least once a week". we waited for the tow truck to come and towed it to the dealership. I told them was happen, they diagnosed and confirmed there was no oil in the engine which is why the engine blue. The manage **** goes to the dealership and states he was the one who changed the oil and the mechanic asked him, " so you are the one who blew their engine? he said, no-no! that wasn't me. It has been two weeks now almost $2000 on rentals spent, ruin my holiday and they do not want to take accountability to their mistake and repair my vehicle and provide me a rental for work. this everyday vehicle. i need help.

  Business Response

  Date: 02/24/2025

  Good morning, 

  Please know that a complete & thorough investigation of this issue has been conducted and all the documents and/or evidence you or your service provider submitted have been reviewed. At this time, we have determined this factual evidence does not support a claim of poor workmanship, or a service-related issue with the service provided by Take 5 Oil Change. We understand why you would feel upset over the issue you are experiencing with your vehicle. We take all customers concerns seriously and conduct thorough investigations based on facts and evidence. The facts presented do not support the conclusion that Take 5 is at fault for the issues you are experiencing. If additional new information or evidence becomes available in the future, please reach out to Fleet Response and provide that information. We will always consider additional information.

  Thank you. 

• Initial Complaint

  Date:12/07/2024

  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.

  I received two services at Take5 Oil Change Store #**** on 10/21/24 and 10/23/24. I was originally serviced for an oil change and a coolant flush on 10/21/24. However, the following day, my engine light came on, and I returned my car on 10/23/24. When the mechanic, ******, opened the hood of my car, he immediately noticed a tool that had been left inside the engine. He remarked to the other mechanics, "Bro! Ive been looking for this all day yesterday! It was left in the hood!" He continued to service the car through the diagnostic check and reported that my car had poor air quality, recommending I change the air filter.On Sunday 11/10, my vehicle stopped functioning on the highway, and I had to pull over to the emergency lane due to the engine overheating (the thermometer was reading high). I had my insurance send a tow truck to my location, as the car would no longer start, and it was towed to the nearest ******** location. ******** serviced my vehicle on 11/11, and during their inspection, they informed me that there was a leak from the radiator hose, which caused all of my coolant to leak out. Take5 was the last service provider to perform the coolant flush, and, as mentioned earlier, a tool had been left inside the engine. ******** also confirmed that my vehicle would no longer be functional due to the engine overheating and that I would need an entirely new engine, quoting me an estimated $8,000 in repairs and damage.Given the repair costs, I decided to decline further services on my old vehicle and purchased a brand-new one. The charges I am requesting reimbursement for are as follows:$190.79 (Oil change and coolant flush service from Take5)$19.47 (Air filter replacement from Take5)$110.80 (Inspection check from ********)$8,000 (Cost of parts and services from ******** ($4,366.80) + the purchase of a brand new engine)$2,000 (Down payment on a new vehicle)Total: $10,321.06

  Business Response

  Date: 12/13/2024

  Good afternoon, 

  I apologize for the delayed response to your email and the inconvenience you are experiencing after your service with Take 5. The experience you had is not what we want to exemplify as a company. I see that there is a claim that has been filed and waiting to get assigned to our Claims Team. I will escalate the claim for you now to see if we can get some immediate assistance. 

  Thank you, 

  Customer Answer

  Date: 02/26/2025

   
  I am rejecting this response because:
  
  

  I have filed a complaint Dec 2024 and have yet to have the issue resolved or refunded. Take5 customer service has a case number but I am seeking compensation through BBB due to lack of initiative on their behalf. I was serviced for an oil change and coolant flush in Oct 2024. The day after my service, my engine light came on so I returned to Take5 and when they opened the hood, the mechanic saw that a tool had been left inside along with a code for poor air quality. They replaced my air filter and cleared the code. Around 2 weeks later, my engine overheated in the middle of the highway and I had to get a tow truck to take me to the nearest mechanic. PepBoys did an inspection and found my radiator hose was broken which caused the coolant to leak out. However, due to the engine overheating completely, the entire engine would need to be replaced. I did not have issues prior to Take5 and Take5 was the last place to touch my coolant tank. In the end, I needed to purchase a new vehicle which was not in my budget. I am seeking $10,321.06 in reimbursement for the following charges: $190.79 (Oil change and coolant flush service from Take5) $19.47 (Air filter replacement from Take5) $110.80 (Inspection check from ********* $8,000 (Cost of parts and services from ******** ($4,366.80) + the purchase of a brand new engine) $2,000 (Down payment on a new vehicle) If this continues to stay unresolved and no further action is made, I will seek legal counsel.

  Business Response

  Date: 02/27/2025

  Good morning, 

  I do apologize for the delay. It seems as if the District Manager attempted to reach out regarding this complaint. I have asked the District Manager to give you a call and send an email just in case to make sure some form of communication goes through. 

  Thank you, 

  Customer Answer

  Date: 02/28/2025

   
  I am rejecting this response because:
  I have been emailing customer service on my behalf due to failure of receiving any updates since my initial complaint in December. I have not received any information, whether by phone call or email, from the District Manager themselves. 

  Business Response

  Date: 03/05/2025

  Good morning, 

  Apologies for the delay in getting you this information. Here is the contact information for the team over your claim. 

  Fleet Response: **************

  Case Number: 1548143

  Customer Answer

  Date: 03/06/2025

   
  Better Business Bureau:
  

  I have been contacted by a third party and look forward to getting this resolved.

  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  

  In the event that there is failed communication or a resolution, I will contact BBB again. 

  
  Thank you. 

  
  

• Initial Complaint

  Date:12/07/2024

  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 for oil change on 12/05/2024. I have used this location for a long time and have always been pleased. This time was different. It was a disaster! I pulled into bay 1. Every other time the computer close to the bay - not this time. The computer used was at bay two. Usually they ask do I want the same service - not this time. On their checklist, there were items checked off that were not done- wipers not checked, windows not washed, it says the filter is clean after they told me I needed a new one to which I declined, no sticker on windshield for next service. Then the assistant manager said that will be $90.20 which I never approved. Called the shop and they transferred me to customer service. They said their system was down and *******, the district manager, would call in 24 hours. Of course, no call. Called again and was told the regional manager would call. He did call and was rude and unprofessional. Said he was going to the shop and I told him I want my money back. He said have a nice day and hung up on me. Never heard from him again!!!!!! I want a full refund, I have never been treated so poorly and will not return.

  Business Response

  Date: 12/13/2024

  Good afternoon, 

  I apologize for the issue you are experiencing after your recent visit to Take 5. I see in the initial notes from your call and a few follow *** that you are ***et about the price of the oil change and how that is not the price you usually pay. The techs in the shop confirmed that it was the same kind of oil from previous visits. Our price may have changed from your past visits just because of the cost of goods. I will reach out to the managers again to see if there is something we can do regarding this matter. 

  Thank you, 

  Customer Answer

  Date: 12/16/2024

   
  I am rejecting this response because:
  I have not paid this amount before. The last time was $68.  Also, I was never asked which I wanted

  Business Response

  Date: 12/17/2024

  Good afternoon, 

  I understand the concerns with pricing. Based off what I see in your invoices, you are correct. The last time you paid $68.38 and before that, you paid $81.99. After speaking with the District Manager, he has decided to deny the offer of a refund of the oil change based on the feedback from the shop and the interaction they had. 

  Thank you. 

  Customer Answer

  Date: 12/17/2024

   
  I am rejecting this response because:
  The assistant manager is not telling the whole truth - no water, no sticker for next service and he barely spoke to me and did not ask the appropriate questions.  I suggest you read the reviews from other customers.  They are horrible.  Keep your money.  You should be ashamed of yourself with such ridiculous reasoning.  In the reviews, they recommended other places.  I know I am only one customer but I was a loyal one.  I will not be back to this takes five or any of your other locations.  As far as interaction with me, there was NONE!

• Initial Complaint

  Date:12/05/2024

  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.

  On 10/29/2024 I went to Take 5 Oil Change to get an oil change. The oil change was quick and I paid the company $134.24. One week later on 11/08/2024, while driving home from work, the check engine light came on. Luckily I was able to make it home, and upon returning to the vehicle after showering, there was a massive oil leak in my driveway. The vehicle was my only mode of transportation thus I had to get a rental out of pocket to get to and from work/college. I had the vehicle towed to a mechanic which then informed me a couple days later that the oil technician incorrectly installed the oil filter O-ring.Upon receiving this news, I attempted to contact Take 5 through their customer support number, but waited on hold for an excessive time. I then left my contact information on a contact me form. On 11/18/2024 I received an email from a customer support representative. I gathered my documents and sent it to them on 11/27/2024 of all damages and expenses that occurred due to the negligence. I still have not received a reply back and am now filing a BBB complaint.Due to the faulty work, I occurred the following expense that I expect to be reimbursed for: 10/29 Oil change at take 5: $134.24 11/18 Repairs from mechanic: $321.34 11/8-11/17 Hertz rental: $472.09 Goodwill: requesting compensation for time, emotional damages and potential long term damages to the *************: ****** + Goodwill I have been a customer of ********************** for over 5 years and entrusted them to perform a service on my first car (********). A 30 minute oil change has cost me a thousand in damages and countless hours to seek resolution.

  Business Response

  Date: 12/12/2024

  Good afternoon, 

  I see that you have contacted our **************** team and filed a claim regarding the service issue. The claims team will review the submission and assign someone to directly assist you with the service failure. Once it is assigned, that representative will be your main point of contact throughout the claim. I will escalate the issue to the claims team and add that you have filed a BBB complaint. 

  Thank you, 

  Customer Answer

  Date: 12/13/2024

   
  I am rejecting this response because:
  Of the amount and lack of responsiveness steaming from your claims team. I have contacted one of your claim agents and had to resort to filing a BBB complaint because of a lack of urgency and response from them. 
  

  Take 5 Oil owes me over 1000 dollars.
  

  What is not serious about that?
  What is taking forever for this issue to get resolved?

  Why does your service number have long waits?

  Why doesnt your service agent have a number so that they can be reached DIRECTLY in their signature block. 
  

  What is the turnaround because I sent your agent all the details of the damages that occurred on 11/27/24 and it is now 12/13/24.

  Business Response

  Date: 12/16/2024

  Good afternoon, 

  The claim has been sent to our Claims Team. Here is the information you need to reach out to them regarding the case.

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

  Case number: 1509695

• Initial Complaint

  Date:12/05/2024

  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.

  On 11/9th, I went to ********************************************************************* for an oil change, and everything seemed fine at first. However, on Thanksgiving, while driving down my road, a ******* Pressure warning light appeared on my dashboard, telling me to stop the car immediately. I had to push my car home and then have it towed to the dealership, costing me over $****** the dealership, I paid $209 for diagnostics and repair fees. The technicians report stated:Customer states she was driving down the road and the vehicle started to rapidly lose oil. The check engine light came on upon initial start-up. Removed under cover. Upon removal, drain plug fell to ground. No oil was left inside of the engine. Ran oil change, and the engine still made severe rattle noise upon start-up.The dealership informed me that Take 5s negligence during the oil change caused this issue, and as a result, my vehicle now requires a new motor, costing $10,000-$15,000.When I first called Take 5, I was transferred to customer support and placed on hold for ************************. I was then directed to visit the location to expedite my case. Upon arrival, I explained the situation, and the staff informed me the manager was in a meeting. When I finally spoke with the manager, I was met with dismissive and unprofessional behavior. He compared my engine failure to Raising Canes giving out the wrong chicken tender, which is completely inappropriate and minimizes the gravity of the situation.The manager refused to provide me with a claim ID for their investigation and stated I would be contacted in 4-5 business days. This lack of accountability and professionalism is unacceptable, given the severe financial and emotional burden caused by their mistake.Take 5s negligence has left me without a functioning vehicle and facing a massive repair bill. Their dismissive attitude and failure to take responsibility have made this ordeal even more infuriating. Take your business elsewhere to avoid the same nightmare.

  Business Response

  Date: 12/17/2024

  Good afternoon, 

  I apologize for the service issue you are experiencing after visiting one of our Take 5 locations and for the delayed response to your complaint. I see that we have an open claim that was filed for you through our **************** team. The Claims Team will review the submission and get a representative assigned to reach out to you and work the case. Please let us know if there is anything else we can do to assist. 

  Thank you, 

  Customer Answer

  Date: 12/17/2024

  Thank you for your response to my complaint. However, this does not resolve the issue or even provide me any new information at all, and I remain deeply unsatisfied with how this matter is being handled.
  
  For nearly a month, I have been told repeatedly that someone would contact me within a couple of business days, yet I continue to receive no follow-up or tangible progress. Each week passes without resolution while I am left without a functioning vehicle due to the negligence of your technician ******** and whomever else supervised the oil change. This delay is not only unacceptable but has added immense stress and financial burden to my life.
  
  To reiterate: after the oil change performed at your ******* ********* location on November 9th, my vehicle experienced catastrophic engine failure due to the oil drain plug not being properly secured. The dealerships report confirms this, stating that the plug fell out, leading to total oil loss and severe engine damage. I have already incurred over $300 in towing and diagnostics, and the estimated cost to replace my engine ranges from $10,000$15,000.
  
  At this point, your failure to take swift action demonstrates a lack of accountability and disregard for your paying customers. I expect immediate escalation and a clear resolution, including:
  Reimbursement for all costs I have incurred so far.
  Full coverage of the necessary engine replacement caused by the improper service performed at your location.
  
  This issue cannot be pushed aside any longer. If I do not receive a proper resolution or timeline within 48 hours ( I have already spoken to the customer service representative ****** about the 48 hours warning) , I will pursue further action through all available legal and consumer protection channels.

  Thanks for your understanding.

  
  

  Business Response

  Date: 12/23/2024

  Good morning, 

  Your claim has been sent to the Claims Team. They will be your main point of contact throughout the claim. If they have not reached out to you, here is the information you need to reach out to them. 

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

  Case Number: 1511881

• Initial Complaint

  Date:12/04/2024

  Type:Product 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.

  Regarding Take 5 Oil (T5), their 3rd party adjuster Fleet Response (FR), poor service/mishandling of my daughters car maintenance and subsequent claim, resulting in significant financial/emotional stress with numerous attempts at resolution through proper channels proving fruitless.8/12/2024, in good faith, my daughter and I visited T5 for a routine oil change prior to moving her to ******* for school. During the service, the tech suggested she purchase a coolant exchange, which she declined, twice. He showed a syringe with brown fluid, and then he actually yelled at her, intimidating her into acceptance. A second tech interceded, apologized, and reminded the first tech not to talk to customers that ****** ******, **, the car, which has never overheated, began to overheat. Per instructions on the T5 receipt, we called FR, initiating claim *******. We immediately went to ********************** in ****** where owner, ****, a 40-year auto tech, said the coolant exchange had been improperly performed, noting old coolant in the overflow reservoir. Despite this, he felt with added coolant, the car should be fine to go on to AL.Unfortunately, it overheated again by ************, LA, and FR authorized towing to Family Auto (FA). We were forced to continue, the next day, in a rental car.For six weeks FR stalled, made redundant requests to FA for damage photos/documentation, and left my repeated calls/emails for updates unanswered. All the while we continued to incur out-of-pocket car rental *********** desperation I emailed FR that if they continued to stall, I would seek legal action. Nine minutes later, FR denied our claim.FA tech, ****, protested directly to FR, I...believe strongly that Take5 failed to service the cooling system correctly.Also, a T5 Claim Inspection form was NEVER requested nor completed.11/6/24, ****** ****** of FR stated T5 told her to deny our claim. She also asked that FR not be included in this complaint.

  Business Response

  Date: 12/17/2024

  Good afternoon, 

  Apologies on the delayed response to your BBB complaint. I do not currently see a FR case under **** ******** or *******. Would it happen to be under another name that I can look into and see if there is any information I can provide. 

  Customer Answer

  Date: 12/21/2024

   
  I am rejecting this response because the business needs clarification regarding the correct claim number.

  The Fleet Response Claim Number is *******.

  The contact at Fleet Response is ****** ******. Her e-mail is ************************************************************.

  Please consider the attached information from our personal mechanic regarding our complaint # 22639132  filed with the BBB. I have copied my husband **** ******** in on this email.  I hope I am following the correct procedure for communicating regarding this matter.  Thank you for any assistance you can provide.

   

  
  

  Business Response

  Date: 01/02/2025

  Good morning, 

  Sorry for the delayed response. I do see the claim now. Has all of the documentation you provided in this complaint been sent to ****** as well? I do not have access to what they have received so I can not confirm. The last note I see that was made was that ****** spoke with either you or your husband and that you will be filling a lawsuit. 

  Thank you, 

  Customer Answer

  Date: 01/03/2025

   
  I am rejecting this response because the issue is not yet resolved.  The business owner asked if ****** ****** has everything I submitted to the BBB.  I have just sent her copies of everything.  As it is just copies of everything you have already received, I am not reattaching the documents here.  However, I have included ******** *******-Rupertty on the emails I sent to ****** ****** so he is included in all communications.

  I am very hopeful that we will be able to resolve this matter.

  Thank you, in advance, for your assistance in this matter.

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

  
  

  Business Response

  Date: 01/15/2025

  Good afternoon, 

  As stated before, if you have new evidence to present to support your claim, please present it to the representative assisting you with the case. The case will be reopened if new evidence is presented and will be reviewed thoroughly. 

  Thank you, 

• Initial Complaint

  Date:12/04/2024

  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.

  In November 2024, my wife took her car to get an oil change at Take 5. A few days later, during a road trip, the check engine light came on... I think the code was P0021. We stopped at a part store to check the code, and the *** said it was showing an oil control valve issue. The oil appeared to be low on the dipstick, so I bought a quart at a gas station, put it in the car, and drove my family home. After we got home, I took the car to the dealership for a diagnosis. The certified technician said that the oil filter was leaking and that was the issue. They did a new oil change, and he gave me the broken oil filter in a bag to show Take 5 that it was damaged. Since then, I have made multiple trips to Take 5 to try and get some kind of refund, but every time, they just make copies of my documentation, say they are sending it off somewhere, and then nothing happens. One of the times, I brought my truck for inspection too, because it had also received an oil change there, and there was oil splattered under the truck. I called the Take 5 customer service line twice. In the first call, they had me email my documentation, but then nothing happened. The next time, they put me on hold for a while, and then hung up. After several weeks, I emailed the corporate office again for an update, and never got a response. I also posted ****** review, and they responded to it... telling me to reach out to the corporate phone number that had been ignoring me. Possibly the most disappointing thing is that they will not even provide me with a straightforward decision on if they will give me a reimbursement of any kind. They have not provided a refund for their faulty service, they have not provided reimbursement for the dealership cost, and even worse, they have ignored me and not answered yes or no on any of the requested refunds. Even if the answer is no, they need to tell me no and provide rationale.

  Customer Answer

  Date: 12/04/2024

  Business Address:

  *********************** 

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

  ** See attachment for receipt **

  Business Response

  Date: 12/09/2024

  Hello, 

  I apologize for the experience you had with your recent visit to Take 5. I see that you filed a claim and that is the reason that nothing has been issued or approved. It is going through the claims process and the team is doing their due diligence before refunding/reimbursing anything to confirm the information. Once everything has been reviewed, a claims *** will reach out to you with the next steps. 

  Thank you, 

  Customer Answer

  Date: 12/10/2024

   
  I am rejecting this response because:
  
  This is the type of response I have already heard, and it does not provide an answer. You have had more than enough time to perform your due diligence. Why has my email asking for an update still not been answered? Why, when I called, was I put on hold for 10 minutes and then hung up on? Nobody on the case has reached out to me since I filed the case a month ago. This response has no substance. I want an answer. Yes or no, will you refund me for your mistake?

  You have my information. If you really care about me as a customer, pick up the phone and call me. 

  Business Response

  Date: 12/16/2024

  Good morning, 

  I apologize for the delay again regarding the service issue and your complaint. I have asked a representative on the Claims Team to look into your claim. As soon as the case has an update, I will reach out and send along all of the contact information. 

  Thank you. 

• Initial Complaint

  Date:12/02/2024

  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.

  On Monday November ******* I arrived at the Take 5 location *****************************************) for a routine oil change and air filter replacement. During the process a technician removed the air filter screws and in doing so one s**** fell into the open oil reservoir. At this time the other technicians on site began to try to locate the s**** but were unsuccessful in retrieving it. At this point I was informed and a complaint report was issued, as well the technicians stating to not start my car and have it serviced to see if the s**** did indeed fall in. A claim was made 11/25/24 to their insurance fleet response and has been in limbo the entirety of this thanksgiving week. My car is at the dealership pending the insurance claim approval for a 5k procedure to try and retrieve the loss s**** Fleet response is working with corporate to get a statement from the location. This process has been going on from 11/25 thru today. 11/29/24 As I see it their procedures seem to be faulty as the manager mentioned the first step in their process is to pop the hood and remove the oil cap even if theyre planning to also change the air filter.This complaint is to expedite the process, approve the repair work at the cost of fleet response/take5 and to retrieve my car as soon as possible, as I have been without a secure mode of transportation for a week, and they have not offered me any rental service to compensate for my lack of transportation. The claim report from take5 is attached and in it it appears the technician admits the s**** fell in during his procedure so in my eyes this should have been a quick resolution but the fleet response insurance rep ******** ******) is having a go around with corporate on this, and Im filing the is complaint to document that I shouldnt be held liable for any repairs as this happened under their watch.

  Business Response

  Date: 12/03/2024

  Good afternoon, 

  I see your claim with Fleet Response and that it has been approved. They seem to be waiting on the estimate from ****, the person you have been working with. 

  Thank you. 

• Initial Complaint

  Date:12/02/2024

  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.

  11/22/2024 a promise to complete a proper oil change . Engine failure due to improper service.Having difficulty reaching corporate office.don t answer phone.

  Business Response

  Date: 12/03/2024

  Good afternoon, 

  You can reach our **************** team at ****************************************** or ************.

  Thank you.