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:06/20/2023

  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 6/17, I went to the Hixson, TN Take 5 for an oil change. My bill was $246! The supv, *****, waited on me. I get “talked into“ spending way more money than necessary every time I go to a Take 5. I was told my air filter was dirty, and she showed it to me. It didn’t look dirty. She said it had some grass in it & showed it to me. Then, the exact same story replayed with the air filter. It also had some grass. I told ***** it didn’t look dirty. I was pressured. I was referred to Take 5 awhile back and was told about the discount for veterans. In hindsight, I could have shaken both filters out, and they would have been fine. I had both replaced not long ago by Take 5 in Charleston SC. I told ***** that. Next, she told me my coolant needed exchanging. I remember having it exchanged at Take 5 in SC also. I showed her the invoice. It was exchanged 20,000 miles prior. She showed a picture of the coolant to me (mine), and I couldn’t see it but she said it was dirty so I said OK. I told her I didn’t understand why it needs exchanging again so soon. She said the SC Take 5 didn’t touch the coolant. After exchanging it, I was shown the coolant in the long tube. It was dirty, but I don’t have proof that that’s what came out of my car. If I can’t trust the SC Take 5 according to this supv then why should I trust her/them? The bottom line is that I paid for a coolant exchange when it was never done according to *****, and I was charged $89.99 for it, and today, 6/17, it was exchanged again for $79.99. So, I had a “bogus“ coolant exchange previously and a “valid“ coolant exchange today. I paid for two coolant exchanges but only got one — that is, if I really got an honest exchange today. ?? I am a disabled veteran, and I worked hard to serve this country. Neither I nor any devoted customer should ever be treated this way. It is simply dishonest. I expect a refund of at least the cost of the coolant exchange that never happened 20,000 miles prior to today. ****** ******

  Business Response

  Date: 07/07/2023

  To

  Whom it may concern I have personally responded to Ms. ****** ****** and directed the refund of $87.39 for her coolant exchange. Refund completed on 5 July 2023 by *** ******* *** 

  I received a customer support notice on her claim on June 26, 2023 control # TAK -****** - immediately called and left a voice message and followed up with a text and email, due having an out of town cell number. June 27, 2023 she replied and we scheduled a phone call at her convenience. We spoke in detail about the incident and what would resolve her concerns after explaining our business model and staff requirements for each customer. 

  1. A younger staff member managed her service and showed the customer evidence for each item we provided, customer agreed to each at the time of service. Every item purchased was recommended based on manufacturers recommendation and business standards. 

  - In turn we have trained our staff to be more sensitive and aware of the customer's needs to avoid the perception of a pressure sell.  In return avoiding buyer's remorse after the purchase. 

  2. In the notice to our corporate office on the June 26th the customer state she would file a BBB claim if her issue wasn't addressed timely. After reviewing the documents from your office and our customer support center the BBB claim was submitted 6 days before we were notified of the issue.

  3. We also addressed the veteran concern that wasn't an issue at all. We love Veterans! I retired after 20 yrs of service, Shop Manager, Assist Manager and District Manager are all veterans. We also have two officer candidates currently working in this shop.  And my spouse works for the Department of Veterans Affairs. You would be hard pressed to find another business more pro military.

  26 June 2023 - Received notice from customer support center - responded immediately

  27 June 2023 - Spoke with the customer for over an hour (both parties agreed on the resolution) notified Shop Manager was traveling on business would process the refund on his return to work the following week.

  4 July 2023 (holiday) - She reached out to me around 9pm to confirm her refund would be processed, confirm the refund was still in the works

  5 July 2023 - Shop Manager *** ******* confirmed the refund was posted to her credit card.

  7 July 2023 - Received the BBB report ID ******** - responded immediately

  Please let me know if further action is required. 

  Regards,

  **** ****** - VP of Operations

  c* ************
  
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