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Business Profile

Oil Changes

Luz Instant Oil Change & Brakes

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Oil Changes.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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.

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Complaint type

  • Initial Complaint

    Date:01/06/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 have a 2003 ***** ***** that was taken in to Luz Instant oil change and Breaks to have the transmission replaced. That was on September 15th 2022 I was told I would have it back in 2 weeks at the most I was told . It is now January 3rd my truck is still sitting in the same spot and when I stop by no one can give me an answer or update on what’s going on . The owner is never there and won’t answer my calls . I gave him 2000.00 as a down payment.

    Business Response

    Date: 01/22/2023

    Luz Instant Oil Change
    9126 Marshall Street
    Philadelphia, PA. 19114
    ************
    January 18, 2023

    Re: Case #********

    To Whom It May Concern,
    I am writing in response to the aforementioned case number in reference to a customer named *** *** concerning his SUV, a 2003 ***** *****, he brought to my shop for a new transmission installation in October of 2022. While at my shop in October of 2022, he initially wanted to purchase a used transmission for his SUV himself and just pay me to install it for him; however, he changed his mind and asked me to purchase a fairly used transmission for him instead, which I did and it included a 1-year warranty. *** *** has to understand that there is a timeframe for the delivery of the part (e.g. new transmission) and its installation. We were able to get the new transmission and installation done within 2 weeks; however, after the work was completely done, *** *** has not yet paid off the balance owed to my company, which he was paying in installments. His remaining balance is $800.
    In early November of 2022, *** *** returned to my company stating that his used transmission installation was defective. We diagnosed it and found the problem with it, and we immediately contacted the shop – ******** **** ******* in Philadelphia, Pennsylvania - that we purchased his used transmission from and we were directed to a separate company that handled the warranty of *** ***’s used transmission. It’s important to note that the delay was not from me but from the warranty company and *** *** was completely aware of this because I frequently informed him about the delay. It is my belief that *** ***’s anger is stemming from me not pulling his car inside of the garage and taking out his old transmission from his SUV despite me not having his used transmission there to install. Also, we had other cars that needed immediate attention; therefore, I did not have the space to keep his SUV parked within my garage when I had other cars to service that weren’t waiting for parts, e.g., these vehicles needed quick oil changes, brake installations, inspections, etc. Instead, I kept his SUV parked outside of my company’s garage but within a designated parking space on the premises of my company.
    In conclusion, the warranty company provided me with a claim number of ***** and every document they requested has been submitted to them. I’d like to inform you that I’ve taken out the old transmission from *** ***’s car, as of last week, and I’m waiting for the warranty company to inform me of whether they will send me another used transmission for *** ***’s SUV or give me a refund for the used transmission that was already paid for.

    If you have any further questions, please contact at ********@*****.com or my cellphone number, which is ###-###-####.

    Sincerely,
    Bashir A***

Luz Instant Oil Change & Brakes is NOT a BBB Accredited Business.

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