Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 13, 2022 I went to the subject place for an oil change that cost $110.66 and they did other things on their service checklist. After that the coolant light came on in my car and took it back to them, they checked the coolant & told me it was full and that it could be a sensor causing the light to come on. After that I took my car to ***** *********** on Manchester Rd. 8/3/2022, and they replaced the radiator hose which had a leak. After that the coolant light came on again and they said there was a leak in the radiator hose and replaced it & paid $381. After that the coolant light came on again along with the engine malfunction light and the car would not start. I had to have it towed 8/11/22 to ***** *********** and was told yesterday that now my engine needs replaced with an estimated cost of $10,000. The technician at ***** *********** told me that at O'Neils they should have let the car cool to check the coolant to get an accurate reading which they didn't do which caused the problem. The coolant was going into the oil that caused the damage,

  Business Response

  Date: 09/01/2022

  [BBB Transcription via Email]

  
  Subject: Re: Complaint ID#********
  Date: Thu, 25 Aug 2022 14:50:04 -0400
  From: **** ****** <******************>
  To: *******************
  
  Dear Ms. ******,
  
  Please find attached our response to the above mentioned complaint. The consumer is requesting reimbursement for vehicle damage due to improper diagnosis. As explained in the attached response, we did not diagnose nor did we repair her vehicle. We simply alerted her that there was an issue with her vehicle that needed to be addressed and suggested she have the Audi dealership examine it. ***** Wrenchworks, whom she paid to diagnose and repair her vehicle, is the party responsible for addressing this complaint.
  
  Thank you for the opportunity to respond to this complaint. Please let me know if you need me to also send a hard copy of this response to the address provided.
  
  Thank you,
  **** ******
  O'Neil Lube
  2900 Manchester Road
  Akron, OH 44319
  (330) 644-5080
  

  
  

   

  [BBB Transcription via Attachment]

  August 21, 2022
  
  Better Business Bureau
  222 West Market Street
  Akron, OH 44303
  Attn: ******** ******
  RE: Case ID #********
  Dear Ms. ******:
  
  ·ceS'(\O e-stop Fast Lube & servi
  
  We have reviewed the complaint received and there is no evidence in the report that indicates we have any
  liability in this case. We serviced the customer's vehicle for a full-service oil change on July 13, 2022, during
  which we topped off her low coolant. There was no evidence of coolant in the oil that was drained from the oil
  pan at that time. There was no evidence of oil in the coolant. Either of these findings would have been noted
  and addressed with the customer.
  The customer returned several days later when the Low Coolant light came on. At that time, we checked the
  coolant again. It was not low, so we informed her there was potentially a problem and recommended she take
  it to an Audi dealership to have it properly diagnosed and repaired.
  The customer did not consult a repair shop that specialized in Audi's, she took it to a general repair shop, three
  weeks later, where they diagnosed her leak and made a hose repair that did not correct her problem. She then
  returned to have a second diagnosis and repair made at the general repair shop. This also did not correct her
  problem. When the Check Engine light came on and she consulted the repair shop again, they recommended
  she return for them to inspect the vehicle. She informed them she had a doctor's appointment she couldn't
  miss and continued to drive the vehicle with the warning light flashing until the engine overheated and locked
  up requiring it to be towed. The repair shop is now in negotiations with the customer to purchase her vehicle.
  The oil change service we performed was completed properly and the catastrophic failure experienced was not
  due to any negligence related to our service. It is noted on the customer's receipt that we added to her
  coolant, and this was communicated to her at the time of checkout. When she continued to have a problem
  with the coolant level, we suggested she seek out proper diagnosis and repair. What happened after that is the
  responsibility of the customer and the repair shop that she consulted and paid to make the subsequent
  repairs.
  We are not responsible for the outcome of this case and are not offering any type of settlement.
  Sincerely,