Complaints

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

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  Strickland Brothers 10 Minute Oil Change

  301 N Main St Ste 1000 Winston Salem, NC 27101-3819

• 

  Strickland Brothers 10 Minute Oil Change

  110 Carmel Dr King, NC 27021-8512

• 

  Strickland Brothers 10 Minute Oil Change

  810 S Main St Graham, NC 27253-3735

• 

  Strickland Brothers 10 Minute Oil Change

  700 E Dixie Dr Asheboro, NC 27203-7039

• 

  Strickland Brothers 10 Minute Oil Change

  1028 High Point St Randleman, NC 27317-7192

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:11/09/2023

  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.

  Strickland Brother Timeline:
  
  August 12,2023, Time Unsure:
  
  Estimated Price: $90.00
  
  Complainant drove to the Stickland Brother’s 10-minute oil change and received synthetic oil change with a 25% off teacher appreciation discount from “Mechanic 1”.
  
  Prior to the service, the complaint inquired about the previous owner of the shop due to not being familiar with the employee. “Mechanic 1” stated he was the new owner of the oil shop. During the service, “Mechanic 1” was complaining and disgruntled about his other colleague not returning from his lunch break in a timely manner. While proceeding with the service, “Mechanic 1” began to the gawk at the complainant and proceeded to ask the complainant is she was single. The complainant responded, “yes, but I am not interested”. “Mechanic 1” made an uneasy face to the complainant and continued with the service. After the service, Complainant entered the shop to pay and “Mechanic 1” asked the complainant, “Where do you live?”. The complainant ignored the question and “Mechanic 1” for the total. “Mechanic 1” asked the complainant “Why aren’t you trying to give me your number?” Complainant became uncomfortable and quickly walked to her car. “Mechanic 1” followed the complainant to her to car to reset her milage in her car. “Mechanic 1 “proceeded to hang over the complainant’s car and asked, “So you’re really not going to give me your number? The complainant became more uncomfortable and awkwardly laughed smiled thanked “Mechanic 1” for the services and drove away.
  
  
  
  August 15,2023 -August 23,2023
  
  The complainant’s grandmother and next-door number brought to the complainants’ attention of oil leaking from her car when she would drive away.
  
  August 23,2023, Time Unsure
  
  The complainant was driving from Albemarle, N.C. to Greensboro, N.C. and her engine light and check light came on. The complainant’s car began to shake and decelerate. The complainant drove her car back to the Strickland Brother auto shop and spoke with “Mechanic 2” and informed him of the car diagnoses. Roughly 20 minutes later. “Mechanic 2” informed the complainant that the filter was in fact loose which caused oil to leak from the car. The complainant entered her car and recognized the oil light and check engine light was gone. “Mechanic 2” proceeded to inform the complainant her car was topped off with new oil free of charge. “Mechanic 2” added a new oil sticker and reset her mileage.
  
  September 18,2023, Time Unsure
  
  The complainant’s oil light and check engine light came back on.
  
  
  
  October 14,2023 12:15 p.m.-12:45 p.m.
  
  The complainant returned to the Strickland Brother’s shop to get her check engine light diagnose. (*Note: The complaining had “Witness 3” on the phone during the service.) The complainant was informing “Mechanic 5” about her previous experience with auto shop and summarizing her car’s symptoms. “Mechanic 5” disregarded the complainant’s summarization of her car’s symptoms. “Mechanic 5” attempted to convince the complainant of the car symptoms without looking the complainant’s car. “Mechanic 5”, stated “Your oil light is containing to your oil pump not necessarily oil leaking from your car.” The complainant became frustrated as she repeatedly asked “Mechanic 5” to check to see if there was oil in her car. After 10 minutes of debating the car’s symptoms, the complainant sternly requested for “Mechanic 5” to check her oil in car. “Mechanic 5”, “Mechanic 4” and "Mechanic 3” inspected the complainant for roughly 10 minutes confirmed there was no oil in the complainant’s car. “Mechanic 5” asked for the complainant to pull into the shop to further inspect her car.
  
  After 10 minutes of inspection, “Mechanic 3” informed the complainant her original service of her oil change lead to “Mechanic 1” putting the incorrect oil filter on the car which was causing the consistent oil leak. The complainant expressed her concerns regarding “Mechanic 1” lack of professionalism, inappropriate behavior and sexually harassment during her original service. The complainant furthered expressed to “Mechanic 3” ,she believed “Mechanic 1” intentionally put the wrong filter in her car because she would not give “Mechanic 1” her number. “Mechanic 3” apologized for “Mechanic 1” behavior and stated he is no longer with the company.
  
  “Mechanic 5”, “Mechanic 4” and "Mechanic 3” returned to the complaint to inform her due to “Mechanic 1” incorrect due diligence it caused the oil leak. However, “Mechanic 4” stated he took off the filter, cleaned and put the filter in correctly and everything should be working fine.
  
  
  
  Approximately 15 minutes later, the complainant’s car and steering wheel began to aggressively shake and decelerate. The car could not accelerate past 60 MPH and began to make a rattle noise and slowed down the more the complainant drove the car.
  
  The complainant drove back to Concord, N.C and parked her car and the engine gave out.
  
  
  
  October 16,2023
  
  The complainant spoke with her car insurance company “*****” which led to the complainant being put in a loaner rental under her insurance.
  
  
  
  October 17,2023 9:30 a.m.
  
  The complainant returned to Strickland Brother to speak directly to the manager to receive documentation of the complaint’s services and mechanic’s names involved. “Mechanic 6 “proceeded to inform the complainant that they did not have any documentation of the complainant ever being service at the auto shop. The complainant demanded “Mechanic 6” put something in writing of her services and his contact information.
  
  Later in the day (1:15 p.m.), the complainant ‘s car insurance adjuster performed a vehicle inspection and confirmed the complainant would need a new engine for her vehicle.
  
  October 19,2023 9:50 a.m.
  
  The complainant’s car was towed to Smith Automotive to receive a second diagnosis.
  
  November 06,2023:
  The complainant contacted the Strickland Brothers Corporote "Accelerated Brand" beginning the process of a damage claim including the estimation of damages, reimbursement and contact with the area mangers and have not heard back since.

  Business Response

  Date: 04/15/2025

  Complaint ID #: ********- ************* team resolved this on 12/27/23. If a response is needed please see below. 

  We sincerely apologize for the delay in respondingweve just recently begun reviewing and addressing our BBB messages.

  Thank you for bringing your concerns to our attention. We're very sorry for the situation you experienced and understand how frustrating it must have been. Were glad to confirm that this matter has since been resolved through our insurance, and we appreciate your patience throughout that process.

  If you have any further questions or need additional assistance, please feel free to contact us at ************************************************************************************************************************.

  Sincerely,
  Customer Relations Team
  ********************************************* Oil **********************

• Initial Complaint

  Date:10/09/2023

  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.

  Friday October 6, 2023.
  Vehicle
  **** ***** *******.
  Invoice number. *********
  
  Vehicle was brought in for normal oil change service having no issue with the lubrication system. Oil change was completed, Using 5w-30 synthetic blend high mileage oil, filter was checked then reinserted. Filter was not changed.
  
  Hood Tech :MMS. Pit Tech:TLH. Greeter:KDM.
  
  On Saturday October 7, 2023 vehicle had been driven 92 miles before heavy oil leak began. The vehicle was parked until Monday October 9, 2023. Same day Strickland brothers at **** **** ******* ***** ***** ******** was contacted about the issue. Vehicle was returned to location at approximately 3:00pm Monday.
  
  Manager initials MMS stated oil filter housing failure was the issue and this issue was common on vehicle model, and was poor design. Also stating it was “coincidence” that it issue occurred after service at location. MMS stated the shop is not liable for system failure or for repairs. Contrary to compliance with limited warranty statement received on original invoice.
  
  Vehicle was allowed to leave with major oil leakage, no repairs or services offered outside inspection. Oil was added to system by MMS before vehicle departed. Was advised to take vehicle to Dodge dealership for repairs.
  
  District manager Michael’s contact was provide reluctantly. Along with comment that he will have the same thing to say about situation.

  Customer Answer

  Date: 10/20/2023

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

  
  

  Business Response

  Date: 04/15/2025

  Complaint ID #: ********

   

  We sincerely apologize for the delay in respondingweve just recently begun reviewing and addressing our BBB feedback.

  Thank you for taking the time to provide detailed information regarding your visit on October 6, 2023. Were very sorry to hear about the oil leak and the frustration you experienced following your service at our *****, ** location. We understand how concerning this situation must be and the inconvenience it has caused.

  While our team noted a potential oil filter housing issue and explained it as a common concern with that vehicle model, we also understand your concern regarding the timing of the leak and the reference to our limited warranty. We take these matters seriously and would like the opportunity to review this case further.

  Please email us at ************************************************************************************************************************ with your full name, the vehicle VIN if available, and any documentation or photos related to the leak or subsequent repairs. Once we receive those details, we will conduct a thorough review and determine whether reimbursement or support can be offered under our warranty policy.

  In the meantime, as a gesture of goodwill, wed also like to offer you a free oil change coupon for the inconvenience you've experienced.

  We appreciate your patience and hope to work with you to reach a resolution.

  Sincerely,
  Customer Relations Team
  ********************************************* Oil **********************

• Initial Complaint

  Date:07/05/2023

  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.

  I had a full-synthetic oil change done at this business on 6-3-23. I had a 25% off coupon from their website. When I attempted to use the coupon and pay, the manager on duty (Tanner) said he couldn’t get the coupon to work in the computer. He said he had reached out to his marketing department but the coupon still wouldn’t work in their system. He refused to honor the 25% off coupon. The best he said he could do was give me $10 off. I paid the invoice and left.
  
  I emailed their customer relations department on 6-3-23 asking for the $15.00 difference. I have not heard anything and it’s been thirty days.

  Customer Answer

  Date: 07/15/2023

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

  
  

  Business Response

  Date: 04/15/2025

  Complaint ID #: ********

  We sincerely apologize for the delay in respondingweve only recently begun reviewing and addressing our BBB feedback.

  Thank you for bringing this to our attention. Were very sorry to hear about the trouble you had using your 25% off coupon and the lack of follow-up after reaching out to our Customer Relations team. Thats certainly not the experience we aim to provide.

  Wed like to review your situation and make it right. Please reach out to us again at ************************************************************************************************************************ with your name, the location of your visit, and a copy or screenshot of the coupon you attempted to use. Once received, well gladly revisit your case and work on issuing the $15 difference if appropriate.

  As an added gesture of goodwill, wed also like to offer you a free oil change coupon for the inconvenience.

  We appreciate your patience and hope to resolve this quickly for you.

  Sincerely,
  Customer Relations Team
  ********************************************* Oil **********************

  Customer Answer

  Date: 04/15/2025

   I am rejecting this response because: The expectation that Ive saved receipts and screenshots from almost 2 years ago isnt reasonable. That you waited this long and put the burden of proof on the customer is indicative of your bad faith attempt at resolving this situation. 
  
  
  

• Initial Complaint

  Date:06/05/2023

  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.

  I was overcharged for the oil change I requested. I pointed this out to manager, Eril and he told me that I had to contact the corporate office to get a refund. I have sent 3 emails and gave a bad review and still have not been contacted by the corporate office. This happen on Feb 6, 2023. Third email was sent on May 1. The review company did contact me and told me they would forward my complaint, but still no contact from corporate office.

  Customer Answer

  Date: 06/22/2023

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

  
  

  Business Response

  Date: 04/15/2025

  -Complaint ID #: ********

  We sincerely apologize for the delay in respondingweve only recently begun reviewing and addressing our BBB feedback.

  We're very sorry to hear about your experience, especially the lack of follow-up after multiple attempts to resolve the overcharge. Thats not the level of service we strive to provide, and we understand how frustrating this must have been.

  Wed like to make this right. Please email us directly at ************************************************************************************************************************ with your name, the location of your visit, and any documentation you may have from your February 6, 2023 visit. Once received, well be happy to review the situation and determine if a refund is appropriate.

  As a gesture of apology for the inconvenience and delay, wed also like to offer you a free oil change coupon.

  We appreciate your patience and look forward to resolving this matter.

  Sincerely,
  Customer Relations Team
  ********************************************* Oil **********************

• Initial Complaint

  Date:05/27/2023

  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.

  I am a senior and on Sunday, they give a senior discount on oil change. I went last Sunday and they no longer offer or would not honor the discount. They should communicate they no longer offer but didn't. I also have a oil sticker and it sayes give to them and they will give $5 discount and they no longer honor. I ask the person in charge for corporate phone # and he said he didn't know the phone number
  I google and found corporate phone and I told lady not right and I also wa t the area manager to call me and he never did. Bad business practices, not honoring their discounts.

  Customer Answer

  Date: 06/07/2023

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

  
  

  Business Response

  Date: 04/15/2025

  -Complaint ID #: ********

  We sincerely apologize for the delay in respondingweve recently begun reviewing and replying to our BBB feedback.

  Thank you for bringing this to our attention. We're truly sorry for the frustration you experienced during your recent visit, especially regarding the senior discount and the $5 oil change sticker offer. We understand how important clear communication is, and we regret that you were not informed about the changes to our discount offerings ahead of time.

  At this time, we no longer offer the senior discount or the $5 sticker promotion, and we apologize for any inconvenience this may have caused. However, we do have other coupons and promotional offers available, and wed be happy to provide those to you.

  Additionally, as a gesture of goodwill, wed like to offer you a free oil change coupon for the inconvenience. Please reach out to our Customer Relations team at ************************************************************************************************************************ so we can assist you further and make sure you receive this offer.

  We appreciate your feedback and hope to have the opportunity to make this right.

  Sincerely,
  Customer Relations Team
  ********************************************* Oil **********************

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:05/27/2023

  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 got my oil changed last by Strickland Brothers 10 months ago I don't drive this car often it was not my main car. I had someone attempt to change my oil a couple months ago and I was informed that they could not get the bottom piece off with just a normal tool and that whoever changed my oil in the company last must have used some power tool and I needed to take it back there they could only give me new oil and send me down the road. I put this car aside because I didn't have time to deal with it I had another car to drive. I finally found time to take it back to Strickland Brothers they attempted to change my oil then they told that the piece was stripped and it would have to be cut off and removed and whoever the last person was who changed it messed it up. I left the gentleman know that the last person who changed it was their company and he said that was impossible because they didn't touch my car for 10 months. Strickland Brothers is the last place that I had an oil change I don't drive my car often it was not main car. I had to pay full price for an oil change yesterday that wasn't even completed. And now I have to get car maintenance done to get my car fixed after the oil change they did 10 months ago. Sadly when I was in there and I was feeling like I was being spoken down to by the gentleman about my car information being messed up I am terrified of men already. And to be told I was wrong about who got my oil changed last by telling me that I was pretty much crazy because they haven't changed my oil for 10 months. I didn't know how much more to explain that I did not drive this car often it was not needed and now my car is messed up and needs fixed.

  Business Response

  Date: 04/15/2025

  -Complaint ID #: ********

  We sincerely apologize for the delay in respondingweve only recently begun reviewing and addressing our BBB feedback.

  Thank you for sharing your experience. We're truly sorry to hear about the difficulties you've had and how the situation has made you feel. Thats certainly not the experience we want for our customers, and we take concerns like this very seriously.

  If the issue with your vehicle remains unresolved, wed like the opportunity to review your case and see if were able to assist with reimbursement or further support. To move forward, we kindly ask that you email us at ************************************************************************************************************************ with your name, the date and location of your last visit, and any supporting details or documentation you may have.

  We value your feedback and hope to work with you toward a resolution.

  Sincerely,
  Customer Relations Team
  ********************************************* Oil **********************

• Initial Complaint

  Date:05/15/2023

  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.

  They damaged my vehicle and refused to fix it. They stripped my screw to my oil pan and said to take it elsewhere.

  Business Response

  Date: 04/15/2025

  -Complaint ID #: ********

  We sincerely apologize for the delay in respondingweve just recently begun reviewing and addressing our BBB feedback.

  Thank you for bringing this to our attention. Wed like the opportunity to look into this matter further and see how we can assist. At your earliest convenience, please send more details about your visitincluding your name, the date of service, and the location you visitedto our team at ************************************************************************************************************************.

  We appreciate your patience and look forward to hearing from you so we can work toward a resolution.

  Sincerely,
  Customer Relations Team
  ********************************************* Oil **********************

• Initial Complaint

  Date:05/11/2023

  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 went for an oil change when the tech told me my blinker light was out and said they could replace it so i said ok to the service and they started the replacement my main head light we’re working normally when doing so as they were changing it they told me it was working once i left i had to go back because it wasn’t properly installed and the turn signal would not work i went back for them to fix it and in doing so my clip to my main headlight was broke. In the process which is cause my main headlight not to work properly and won’t stay plugged in like it’s needed to be . I went back to address the issue and they stated they don’t have a clip to fix it so i would need to get a while new headlight or that i could super glue it so it can stay . I am looking to just get my headlight repaired back to its original state when it was working.

  Business Response

  Date: 04/15/2025

  -Complaint ID #: ********

  We sincerely apologize for the delay in responding to your review. Weve just recently begun addressing our BBB feedback and appreciate your patience.

  We're very sorry to hear about your experience and the inconvenience this situation has caused. From what youve described, it sounds like your headlight was functioning properly before the turn signal replacement, and the issue began during or after that service. Thats certainly not the experience we want for our customers.

  If the issue is still unresolved, wed like to see what we can do to make this right. Please reach out to us directly at ************************************************************************************************************************ so we can review your case and determine whether reimbursement or repair assistance is possible. Additionally, as a gesture of goodwill, wed like to offer you a free oil change coupon for the trouble.

  We appreciate you bringing this to our attention and hope to hear from you soon so we can work toward a resolution.

  Sincerely,
  Customer Relations Team
  ********************************************* Oil **********************

• Initial Complaint

  Date:05/01/2023

  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.

  I received an oil change at Strickland brothers on February 23 about two mybe three days later I was leaking oil my husband ask why was I leaking oil an I just had a oil change so went back to the place they tried to rectifie the issue but it was ultimately too late. The damage was already done
  Ultimately, the reason I was leaking oil was because their employee left my oil filter loose any calls oil to get inside of my engine which now the whole engine Hass to be replaced and I am receiving very unwelcome in text messages from one of the supervisors telling me not to contact him or call him or come to any of his business after his employee messed my car up now I’m basically coming to you guys for extra help. If I need to present anything moving forward, I will. I have kept all receipts and all text messages between me and the supervisor.

  Business Response

  Date: 05/02/2023

  We are writing to provide you with an update regarding the complaint filed by this customer regarding the service we provided to her vehicle. We want to provide you with a clear and accurate account of the events that have transpired.
  On 23Feb2023, we provided service to her vehicle, which included an oil change. A few days later, she returned with an oil leak and we promptly redid the oil change and double-checked that it was done correctly.
  Around a week later, on approximately 13Mar2023, she returned to us complaining that something was still wrong with her car. We advised her to get a diagnostic done and that we would reimburse her when we received the diagnostic report from the shop.
  On 28Mar2023, she submitted a receipt for the diagnostics being performed but failed to provide the actual report despite our multiple requests for it. On 19Apr2023, she submitted a repair estimate for her timing chain, claiming that we needed to repair her car.
  After speaking to her mechanic and conducting a thorough investigation, we found that there was no evidence that the bad oil change led to the timing chain going bad. In fact, for the make and model of her car (**** ***** ********), there is a known issue with the timing chains going bad between 80k and 120k miles. The customer has 140+k miles on her vehicle and has admitted that she has had no work done on it.
  Yesterday, we sent her a letter informing her that, based on this information, we would be denying her damage claim with us.
  We hope that this information provides you with a better understanding of the situation. If you have any further questions or require additional information, please do not hesitate to contact us.

  Customer Answer

  Date: 05/02/2023

   I am rejecting this response because: that is so not true icn give you guys the person who is working on my car an he would most definitely say different the area manager failed to stay in touch an once he did get in touch with me he was really angry Idnt knw why but since this started he has been on edge trying to find anyway out of this entire thing but what caused damage to my vehicle was their ex employee left my oil filter loose which led to my engine not getting oil by they tried to fix it but the damage was already done an that’s is what the mechanic explained to the manager at the time he’s just not saying that I have given him everything he has ask an so has my mechanic this is honestly 
  
  
  
  
  
  

• Initial Complaint

  Date:03/24/2023

  Type:Billing 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.

  On 2/4/23 I went to this location to get an oil change, as I did not have time to go to my regular dealership for service because I was heading out of town and its location is out of my town. I proceeded to Strickland's and it was uneventful, until the end. The service technician, spoke to me as he was servicing (I am in the car in the stall) and he comes to me and says " your filter is really clean and we don't need to change it, with my red filter in hand he asks, where did you get it?" I explained that I usually get my services from ****** **** in ** ****. He stated " I didn't think Ford made good filters and asked if I knew if they were hiring." He also stated "I only had to top off the wiper fluid." The invoice was brought to me and I was amazed that it read $87.72. I didn't question it at the time but made mental note. I later looked back at the receipt and noticed that, change oil filter had been checked off and as the tech stated no other fluids were added except for wiper fluid and 5 quarts of synthetic oil. I returned to the location about 2 weeks later and spoke with the manager, asking why was change oil filter checked when it wasn't changed. Secondly, how was this service $87.72 and provided him the receipt? His response was, "we always change the filter," to which I offered for him to look at my red filter still installed, he declined, then said "there's no cost attached so we didn't charge you and the 5 quarts of special oil was $87.72 that's what you paid for." I said "really, I find that hard to believe and I will be contacting the BBB" he said "go ahead." It was the mileage that brought me in for the change, I have run over what was listed by about 1000.

  Business Response

  Date: 03/30/2023

  Hey,
  neighbor. Thank you for your time and I apologize for any inconvenience caused.
  As a company, we take pride in providing excellent customer service. It's our
  goal to prevent similar incidents. An area manager will
  contact you to discuss your concerns with you as soon as possible.

  Customer Answer

  Date: 04/03/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. However, I have not received any communication as of yet. What would be the steps to follow should I not be contacted, in a timely matter?