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Business Profile

Auto Lube

Lightning Lube

This business is NOT BBB Accredited.

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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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  • Initial Complaint

    Date:05/06/2024

    Type:Product 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.
    The week of 5/1/2024 I requested a quote for shocks and breaks for my 2016 ****** NV200.I was given a quote of $1600.00 by the shop manager ******.I brought vehicle in; it was kept for a day. When I called about it, they said the bolts were ***** and they needed to keep it overnight. When I picked it up the next day it was shuttering on acceleration and turning on the front end. I took it back. They said they worked on it some more and it was ready. I picked it up and it was now shuttering just on one side. I took it back. ****** then told me they put on a bearing. That seemed to have fixed the passenger side and she said replacing it on the drivers might fix the shudder on that side. I told them to do it for $160 more. I go back yet again, and the shudder is still there. And they charged me over $300, not $160.00 They were affable enough and tried to work with me until I suggested I take it to someone else to see if they could figure it out, which ****** agreed I should do. New mechanic suggested work was done incorrectly. Called ****** and asked for a refund on the labor and parts upcharge, she refused. I was basically told that I was out of luck as she had no other repair options or suggestions and decided not to refund me any amount. I paid $1900.00 and the work was done incorrectly, and I have to pay another mechanic to inspect all of their work and then do the job correctly. I want a refund in the amount of the upcharges on the parts and the labor.

    Business Response

    Date: 05/10/2024

    Customer requested, due to the age of his vehicle that our shop replace front strut shock assemblies, front brake kit, and 1 tire. All parts installed correctly. Customer later complained of a shudder in the front right side. Customer approved the replacement of the front right wheel bearing hub assembly. Customer then complained of a shudder in the front left side. Customer approved the replacement of the front left wheel bearing hub assembly. Our technician test drove vehicle after installation and all parts functioned correctly. Customer still not satisfied, was to return on Monday,Instead claims he was told by another service shop that the vehicle needed 2 additional strut assemblies on the rear. Customer never requested or complained of a rear mechanical problem.  No defective parts or service went into the repair of the vehicle. As stated on our receipt of payment, all warranties for parts and labor are void from our company if work preformed by another shop without the opportunity to inspect,diagnose, and repair any defective parts or workmanship. Prior to any work being preformed by a third party, we would be happy to re evaluate the performance of the newly installed parts for any signs of failure. We have offered to sit down with the customer and discuss his concerns and options but he has refused to do so. He continues to make demands for refunds and threats of action.

    Customer Answer

    Date: 05/11/2024

     
    Complaint: 21674776

    I am rejecting this response because:

    This company and its employees are incapable of resolving my issue.  They were given 4 opportunities to do so and are now talking about voiding warranties and work because I had another shop evaluate their work.  It doesn't take 4 chances to do a job correctly.  No further action is needed on my part by the BBB.  


    Sincerely,

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

Lightning Lube is NOT a BBB Accredited Business.

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