Business Profile

Auto Lube

Take 5 Oil Change

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

981 total complaints in the last 3 years.
604 complaints closed in the last 12 months.

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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:06/05/2023
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 5/25/2023, I received an oil change at Take 5 Oil Change. The cost was around $150 with other services to include fuel injector cleaner and a replacement air filter. The oil drain plug was not replaced properly. It came unsecured after a period of time and while trying to get the vehicle safely off the road The engine seized. I've reached out to Take 5 Oil Change to resolve this issue and have been contacted only to be told to contact someone else or that someone else would contact me instead of anyone resolving my issue.
Business Response
Date: 06/20/2023
From: Take 5 Shop 408 <*********************************************************>
Sent: Monday, June 19, 2023 9:54 AM
To: ********************************* <************************************************************>;*************************** <************************************************>
Cc: ***************************** <********************************************************>
Subject: Re: TAK-****** BBB Claim needs response ASAP

Customer, ************************ contacted me (***************************-SM) on the shop phone at shop 408. He explained to me that after we serviced his wifes vehicle that the motor had failed and locked up. He stated that she was headed out of town when it happened. I asked him where the vehicle was located so we can start our claim inspection, and Mr. ***** told me that he was not telling us where the unit is and that he does not want us touching the unit or even looking at the unit, that he just wants us to pay and replace his motor. I explained to him that at the moment our DM was out on PTO, and again that I would like to at least get the claim inspection started. Mr. ***** then stated,I told you that yall aint looking at my f***ing car, yall are going to pay for my motor and hung up.

I was unable to get back in to contact with Mr. ***** to handle the situation.

SM ***************************
Shop 408

Customer Answer
Date: 06/21/2023

I am rejecting this response because:
That is completely false. i was able to reach you one time where you told me you could refund me for services or I needed to reach out to corporate. I never cursed at you or withheld any information. You never once mentioned or offered to start a claims process which is exactly what I want. If you reach out to me I will gladly start that process. I've come by the store and you are unreachable apparently and nobody else can help me.
Business Response
Date: 07/13/2023
Take 5 is currently waiting for the vehicle to be inspected, so that they can continue with the claim.

Once they finish with the claim, they will be in touch with the customer to discuss the findings.

Thank you,

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

Initial Complaint
Date:06/05/2023
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 just got my vehicle serviced on 05.26.2023 (No. ****) at Store #****. This was my 1st experience with Take5. I was not impressed. I paid a total of $104.81 for a full synthetic oil change. Filters werent even replaced as my husband does that at home to save money. After looking at the Service Check List - I was completely astonished because the following were NOT done but marked as checked. (Washer Fluid was not filled, windshield was not cleaned and tires were never checked). I am not even sure if the PS Fluid, Coolant and Transmission were checked. I have never had such minimal service and such a high price for an oil change. I attempted to contact the business through their website for service related issues for over a week and kept getting the same error message. Eventually, I spoke to their chat support system that didnt provide any solution.
Business Response
Date: 06/15/2023
Good morning,
I have reviewed The complaint from ***************************. I have issued a refund for this customer in the amount of $104.81 to *************************************************************************************; for the service she received. I have also sent this customer an email notifying her we will send her a refund check. The refund ticket number is TAK-326807. She will receive a check in 14 Business days. Thankyou
Respectfully,
************;
Initial Complaint
Date:06/01/2023
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 5-27-23, I went to ********* Take 5 Oil change location to receive an oil change on my *******************. I pulled in and saw immediately 5 workers there. Two was arguing and total tension amongst employees were very present and everyone appeared agitated. Employers were taking about how they were quitting but they would stay in contact. A worker ****** who worked under my hood, took a power screwdriver and unscrewed my cover for the filter. I redirected my eyes to the *********************** and another employee arguing about counting items and putting the count on some board. I looked back and saw ****** having a hard time placing my cover back on continued to was pushing it down. ***** saw him, however just walked by and said nothing, got a water out of the small cooler and came back to the cooler and grabbed something else and walked away. Thinking it was odd cause I never saw them pry like that or push down my cover. I paid for my oil change and had a $15.00 off coupon Total price being $75.77. I left and my car was like puttering and then would accelerate or would be engine rev up. As I was on the road driving a semi almost struck me causing an accident because I couldnt accelerate. I had a function in ******/ Montrose and was so paranoid I stoped at the take 5 location to have them check my car. Employee ***** was like he would look it over but I needed to go back to the ********* location. I said I am not driving back, he looked over my car and called *********. He then removed the cover and say the filter not even on, and removed leaves Also from the area. He placed the filter on and cover and didnt have and issue placing the cover on. He called ********* told them and I left and called. My car seemed to be good and working. I called ********* and was told the manger was gone and then immediately received a call back however I was at my function. I didnt drive again till Tuesday and appears my filter is broken from when he was pushing down the cover.
Business Response
Date: 06/09/2023
I am willing to talk to her and see what she wants us to do and see what I can do to make her happy and resolve this issue but that means she has to be willing to communicate with us and allow us here @155 to try and solve this issue. I am not meaning for that to come off hateful in any way but if she is willing to call and talk to me or ***** we would be more then willing to do what we can to make this right.

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

Store Manager

Store**************

cell**************
Customer Answer
Date: 06/12/2023

I am rejecting this response because:
I want the business to reimburse me my money for oil change and I had to purchase another air filter from Take 5 ******** location cause Take 5 ********* bent the clip for it not to stay in place and maybe even broke the cover cause of the bent piece they were trying to pry down on.
Air filter cost $35.22 ******** change $75.77. I want the total refund.
Thank you
Business Response
Date: 06/12/2023
From: Take 5 Shop 155 <*********************************************************>
Sent: Friday, June 9, 2023 12:01 PM
To: ************************* <****************************************************>
Subject: Re: TAK-325437

Hey this is *********************** the Assistant Manager @ shop 155. I have made contact with the BBB and I am working on getting the issue handled.
Customer Answer
Date: 06/12/2023

Better Business Bureau:

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

Thank you.
Business Response
Date: 11/06/2024
Hello,
I apologize for the late response to your BBB complaint and service issue. I realize it has been some time since the service issue, but I am reaching out to acknowledge and address your complaint. Please feel free to reach out if you have any further questions or concerns regarding your complaint. I have recently joined the Take 5 **************** team and am currently actively working to get a process in place to make sure we answer our customers complaint and address them as best we can. I thank you for your past business with us and hope that we can show how we are trying to improve with every customer that we serve. If the issue is resolved, please disregard.

Thank you.
Initial Complaint
Date:06/01/2023
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.
On 5/26/23 I took my truck in for a routine oil change afterwards I was driving on i-4 when my hood flew open. They don't want to pay for damages saying my hood was already damaged. But I had a dent on my hood there was nothing wrong with the latch to the point take 5 has been doing my oil changes for the past 2 years and that same dent in my hood has been there the entire time and they have never had a problem before. I've reached out to their corporate office left several messages and no one has reached back out to me. I'm not looking for no payout at all I would just like the damages to my truck paid for.
Business Response
Date: 06/09/2023
From: ************************************* <****************************************************>
Sent: Thursday, June 8, 2023 12:42 PM
To: ************************* <****************************************************>; Take 5 Shop 398 <*********************************************************>
Subject: Re: TAK-325428

The vehicle came in with problems on the hood latch and it was notated on the receipt as well as they let the customer know and the manager on camera show trying to help the customer with the hood . This has been denied
Initial Complaint
Date:05/23/2023
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 3/20/2023 I took my 2015 *** 535i for an oil change. I've taken many cars there over the last few years with no issue. I paid $130.27 with a discount coupon, no issue there. My car sat for a day, then I went to drive it, and I had no oil in my car at all. I called, talk to the shop, began a plan with the manager (at the time) they advised me to bring the car in. I took it back on 3/22/2023 with the complaint of oil leaking from the plug. I also took a video of the constant drip coming from the drain plug. No manager was on duty and no manager could be reached by phone. The technician told me that the whole pan would have to be replaced because they had stripped where the plug screws in. He called Pepboys who needed several thousand dollars from ME up front. I couldn't afford that, so the tech suggested I go to any repair shop and get an oversized plug as a temporary fix (Take 5 does not do any repairs) on 3/23/23 I pay $96 to Gulf ***************** to get an oversized plug to hold the oil in, and more oil as I use my vehicle for work. I also got a quote for the proper repairs for $2698. Finally one day I pop in when a manager is actually available. They tell me that the other manager was no longer there and that they will not file a claim for the repair since I took it for a temporary fix. The new manager tried to say I had a prior leak, however the tech that did the actual oil change told the manager my oil was so black that there was no way I had an oil leak and been adding oil. The oil wouldn't have been so dirty. None of their policies for repairs or insurance claims or practices were explained, I was under the impression I just needed to bring the receipt. I also did not even get a refund for the $130 oil change that damaged my car. My car is still leaking oil and I have had customer service file complaints for district and regional offices twice with no response.
Business Response
Date: 05/31/2023
From: ********************* <**************************************>
Sent: Wednesday, May 31, 2023 8:52 AM
To: ************************* <****************************************************>; Take 5 ******* <***************************************>
Cc: *********************** <**************************************************>
Subject: Re: TAK-322694

****** and I have been looking into it profile has no notation about customer coming back with issues after service there is no claim filed trying to review cameras to see who spoke with them as Shop did not have a current SM at that time.

And the new manager wasnt aware of this issue when he took over.

With mileage on car and reviewing car fax all I can tell is vehicle has not been serviced at recommended intervals and has not always been serviced at Take 5.

Customer was informed of oil leak when she came in and customer was told oil was low and super dark during our oil change which is why she was recommended to a full service shop as the issues arrived with the vehicle and were not caused during the service.
Customer Answer
Date: 06/01/2023

I am rejecting this response because:
I have attached the invoices for
1)the take 5 original oil change on 3/20/23. ****** and ***** were on my car
2)the take 5 invoice for 3/22 the day i brought my car in for the complaint for oil leaking from the plug. ***** was the service writer and the tech. I also spoke with the new manager on the phone and in person multiple times after he took over. The complaint, date, time, and tech are on the invoice. So that way he can double check his cameras
3)the 3/22 invoice and estimate from gulf breeze auto for the temp fix and estimate for actual repair. This mileage is actually lower than the 3/22 invoice from take 5 which is also VERY sketchy for take 5
They told me about the black oil upon my 2nd return for the complaint because the manager tried to say I had a prior leak. The tech said there is no way I had a prior leak because my oil was so dirty. That is not why I went to a full service shop. My ex is a mechanic and I had it serviced at home as well as at take 5 along with multiple other vehicles I have owned over the years and at more than 1 location.
Business Response
Date: 06/09/2023
From: ********************* <**************************************>
Sent: Thursday, June 8, 2023 12:39 PM
To: ************************* <****************************************************>; Take 5 ******* <***************************************>
Cc: *********************** <**************************************************>
Subject: Re: TAK-322694

Hey Hunter,

I reviewed cameras and invoice once again. The plug the vehicle came in with was the same plug that was used during her oil change, we did not replace it with an oversized plug. We do not keep *** plugs in our pit, no where on the video is our pit person handed a new plug to install in the vehicle.

The employees who worked on this vehicle are no longer employed with the company. Her last oil change before this was not done by ** so we did not initially put that plug in, however we did re-use it.
Initial Complaint
Date:05/22/2023
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 April 16 2023, I went to take 5 oil change for an oil change and vehicle inspection. They performed the requested services but did not enter information into vehicle registration database to renew registration. Called over 30 times and left messages each time for a call back to which I, to date, still have not received a call back. I have driven back to location 4 times only to be told there is not an inspector on site and to go to a different location which sends me back to original location. At this point they refuse to do the inspection while Im there and refuse to give me my money back and no longer *************. I have receipts to prove I paid for all requested services.
Business Response
Date: 05/25/2023
From: *********************** <****************************************>
Sent: Wednesday, May 24, 2023 3:08 PM
To: ************************* <****************************************************>; Take 5 Shop 83 <********************************************************>
Subject: Re: TAK-322680

So, this info sometimes fails to get into the *** system %100 of the time that is why we are required to give the person receiving the inspection a pass or fail paper copy that is signed by the inspector for this exact reason, with that pass paperwork just needs to be presented at the local DMV for registration.
Initial Complaint
Date:05/22/2023
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 hope this reaches you well!On April 8 , 2023 my skit plate came off my while driving. I went to the location that did the oil change the follwing day(***********************************************************************) i spoke to **** and he informed me that he would take care of the matter and his manger would reach out to me. A week went by with no answer, i called back and spoke to the manager and he informed me that he was handeling the matter. Three weeks went by with no call, i called up to speak to someone and was hung up on. I reach out to customer service who was able to help me with the matter and was informed that i would need to reach out on Monday or Tuesday to speak to the manager. I contacted the manger on Tuesday May 2, 2023 to follow up with the manger, he inforomed me that the part had been ordered and will be in the following week. I called the following week to and was told it was on back order and i would recieve a call when it come in. I reached out the following week and was told it hadn't arrives. I recived a call on Thursday May 18,2023st 3:14pm informing me that the part came in. I informed the manger who called me that i would be in the follow day.I arrived to the location around 3:20 pm on May 19. 2023. When i arrived I was infromed by the tech of the matter, he said that we have your skit plate in. I also said i would like an oil change as well. When the tech pull the plate from the back. I could tell that the plate was used and, I told them that i was not excepting that. **** came up to to me and said it wasnt new when it came off. I told him i was not going to except that. He told me to reach out to cusomter service becouse they told him to get a use plate.
Business Response
Date: 05/24/2023
From: ******************************;
Sent: Monday, May 22, 2023 11:34 AM
To: Take 5 Shop 123 <*********************************************************>
Cc: *************************** <******************************************************>
Subject: TAK-321789

Good morning,

We have received the below comments for shop 123.

I have also attached the invoice from the date of service.

Please reach out to the customer at **************, so that we may get this issue resolved.

Also, please keep me updated as to the proceedings with this matter.

Thank you,

From: *************************** <******************************************************>
Sent: Monday, May 22, 2023 11:46 AM
To: ************************* <****************************************************>; Take 5 Shop 123 <*********************************************************>
Subject: Re: TAK-321789

We are ordering the customer a new plate for him since he did not want to accept a used one!
Initial Complaint
Date:05/17/2023
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.
The take 5 oil located at *********************************************************** damaged my pan. The only place I was obtaining oil changes was at Take 5 during that time. I went to the take 5 located at ***************************************************************. They told me that the lining on the pan was striped. I went to the take 5 oil changed at ***********************************************************. I explained the issues the manager and he put a different plug on the pan. A mechanic checked my vehicle and told me that the plug does not fit because the lining is striped. I went back to Take 5 and a supervisor gave me the run around. I contacted the corporate office twice and the district manager failed to call me.
Business Response
Date: 05/23/2023
From: Take 5 Shop 372 <*********************************************************>
Sent: Monday, May 15, 2023 8:58:16 AM
To: ************************* <****************************************************>
Cc: ************************* <************************************************>
Subject: Re: TAK-318137

In the comment section on the invoice it states that Vehicle has minor oil leak on arrival, evav only and stripped plug on arrival. I will reach out to customer today.
Customer Answer
Date: 05/24/2023

I am rejecting this response because I had the pan repaired in 2021. The take 5 location on Dunns Avenue did my oil change with a tube and never touched the pan. I informed the location on 103rd how the location on **** Avenue performed oil changes and the location on 103rd told me that their fine completing the oil change the traditional way which consists of touching the pan. I went to the location on **** Avenue in the end of April 2022 and/or beginning of May 2022 and notified them that the pan had been repaired. The location on **** Avenue notified me that the pan is damaged. The location on **** Avenue did not do the oil change that day. They instructed me to go back to take 5 oil change location on 103rd since they did oil changes the traditional way after the pan was repaired. I went back to the take 5 location a few days later and spoke with the manager. He had me pull my vehicle in the ******** and they inspected the pan. The manager put another plug on the pan and led me to believe that the new plug resolved the issue. I was not able to go under the vehicle and I had no way to confirm on that date that I was being misled by the take 5 manager. Take 5 oil changes had an opportunity to do the oil changes in the same manner as the **** Ave location. The take 5 location opted to complete every oil change using traditional measures; therefore taking on responsibility for damage.

Business Response
Date: 06/09/2023
After doing research on the vehicle, this vehicle is equipped with a soft aluminum pan that over time the threads come out of the pan. This vehicle was allegedly repaired in 2021 therefore showing previous damage. The pan should have been replaced at that time due to the material of the pan. I have requested previously for the customer to send me a copy of the invoice which I never received. In the interest of ***************** the District Manager has agreed to replace the oil pan. It is scheduled to be repaired on 6-15-23.
Initial Complaint
Date:05/16/2023
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.
Went to Take 5 oil change in *******, **. on Saturday May 13, 2023. *** calls for 5W20 oil, and was filled with 5W30. Attempted to drive the car how Appr. 25 miles. *** started making loud noise, made it home and parked it. Called take 5 the next day, representative came out verified that the car called for 5W20. Wrote it up and said they would have the car towed to mechanic shop, After not picking the car up, the manager claimed she escalated the claim, and it was denied because they can use the 5W30 instead.
Business Response
Date: 05/17/2023
From: ************************* <****************************************************>
Sent: Tuesday, May 16, 2023 3:06 PM
To: Take 5 Shop *** <*********************************************************>
Cc: ********************** <*************************************************>
Subject: TAK-320952

Good afternoon,

The Better Business Bureau sent the below complaint against shop #*** and a response is required within 2 days, or the complaint will go unanswered which will result in lowering the Take 5 Oil Change Better Business Bureau rating.

Please review the complaint from the customer and provide a response to the complaint so I can add the information to the case to close it out.

Thank you,
From: ********************** <*************************************************>
Sent: Tuesday, May 16, 2023 4:21 PM
To: ************************* <****************************************************>; Take 5 Shop *** <*********************************************************>
Subject: RE: TAK-320952

The vehicle is capable to take 5w20 and 5w30, and for the last 3 times we used 5w30 without any issues, the vehicle has ******* miles and we did the oil change procedure perfectly, I also attached the work order from autodata, it shows both grades for all temps for this vehicle.

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

Customer Answer
Date: 05/17/2023

I am rejecting this response because:
I understand that you may think it is acceptable. But the manufacturer suggests 5W20, and since my car was running fine before the oil change, explain why after only driving about 20 miles, I experience possible engine failure. Especially since there was no inspection done after the fact. If my car was fine going in, you would expect it yo be fine after the oil change, unless something else was put in.
Business Response
Date: 05/25/2023
From: Take 5 Shop 231 <*********************************************************>
Sent: Thursday, May 25, 2023 9:08 AM
To: ************************* <****************************************************>; Ayeen ******** <*************************************************>
Subject: Re: TAK-320952

An inspection was done on this vehicle after customer reported an issue. The oil level was full, the plug was tight, the oil filter was tight,and there were no leaks. The manufacturer recommends using 5w-20 for better fuel economy, but can use either a 5w-20 or a 5w-30.
Initial Complaint
Date:05/16/2023
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 had my oil changed in a *****, ******** shop on 4/26. They admittedly did damage to my oil filter cover and could not get it off. They made me come back on 5/2 with a new tool and again they could not get it off but they charged me for an air filter. I went to **** dealer and they could not get the cover off but did give me new oil for 90 dollars. ****** in ***** charged me ****** to get it off because there was so much damage 5 Minute oil change did. I would like compensated. ****** for damages that they did by stripping the canister. I had to make 4 visits to three different places to fix the problem they made.
Business Response
Date: 05/17/2023
From: ************************* <****************************************************>
Sent: 16 May 2023 2:32 PM
To: Take 5 Shop *** <*********************************************************>
Cc: ******************* <************************************>
Subject: TAK-320934

Good afternoon,

The Better Business Bureau sent the below complaint against shop #*** and a response is required within 2 days, or the complaint will go unanswered which will result in lowering the Take 5 Oil Change Better Business Bureau rating.

Please review the complaint from the customer and provide a response to the complaint so I can add the information to the case to close it out.

Thank you,

From: ******************* <************************************>
Sent: Tuesday, May 16, 2023 4:03 PM
To: ************************* <****************************************************>; Take 5 Shop *** <*********************************************************>
Subject: Re: TAK-320934

Hello,

This customer came in on 4/29 with no service on record prior to that. The crew was unable to get his oil filter off but asked that he come back when we had another store manager in the building. He did come back, and we had another SM attempt to remove the oil filter, this SM stopped the service because he felt going any further would result in damage to the housing. He then told the customer he will have to return to his last place of service and file a claim with them. He did purchase a cabin air filter, which we discounted for the inconvenience, but he left after that. The customer left a negative review on a survey, but this was the last we heard of the customer.

This vehicle takes a X6311 oil filter, which are notorious for seizing if not serviced regularly. This shop has a ****** manufactured oil filter tool to remove these filters, so our tools were not to blame on this damage. When this customer left the housing was in the condition that it arrived in.
Customer Answer
Date: 05/17/2023

I am rejecting this response because:
If the cover was damaged I should have been notified before the massive tugging they did to get the cover off. The tugging they did moved the car in a massive way that I can be sure the damage was caused by their actions. Only after the damage was done did they explain the problem. ****** assured use that previous oil changes ****** did were NOT to blame and the mechanics said 5 minute oil definitely did the damage
Business Response
Date: 05/25/2023
From: ******************* <************************************>
Sent: Wednesday, May 24, 2023 3:25 PM
To: ************************* <****************************************************>; Take 5 Shop 166 <*********************************************************>
Subject: Re: TAK-320934

Good Afternoon,

I do not feel as though we are liable for this compensation or the damage this customer had on his vehicle. We explained to the customer on his second visit we were not going to pursue the service any further so we would not damage the filter. It is common for customers to feel movement while we are servicing their vehicles, especially when their filters are overtightened.

I am willing to provide a replacement oil filter housing free of charge but again, I do not think we are liable or the $300+ in charges.

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