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:05/20/2024

  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 went to get a oil change at 8am this morning on May 17th and after getting it went straight back home waited till 2 to pick up my wife when I'm on the way home we start hearing this bad rattle noise, screeching and metal scraping. We were down the street from my house when we saw and heard something hit the ground. It was the cap to my moter mount which tore up the belt in my car and shredding it. My steering wheel locked up in the middle of the road almost getting hit by the cars behind me, I had to push my car home to open the hood and seeing my belt all messed up, dragging on the floor. Everything in my vehicle was replaced before I bought it not even 3months ago. Had it at other mechanic places before never had any issues till this recent one at lube works, tried calling but no answer whatsoever from them until the 6th call when the boss finally answered just for him to tell me (keep in mind I never said who I was I even called from a different number) just to be told that it was my fault and that they weren't going to do anything about it when I literally just went to drop my wife off at work, lubeworks for oil, then home and back again to pick up my wife and head home again. My belt wasn't wear and tear like they wanted to claim. My belt was as good as new when I bought my car. Just for them to ruin it oh also they stole one of my tire caps and damaged the other 2 where I had to stop at dollar general to check my tires just to find holes in the caps. Like why take 1 cap and damage 2 others. So now I have to replace the belt and motor mount because they don't want to take accountability. Terrible service and terrible damages!

  Business Response

  Date: 05/21/2024

  BBB Representatives,<*p>

       My name is ********************* and I am the President * Owner of Lube Works. This case was brought to my attention the day it occurred. The customer called the facility claiming we burned up the engine of a car we had serviced that morning. Needless to say they were upset and threatening the use of a lawyer. The assistant manager immediately sent two employees to look at the vehicle. At first glance it was obvious the oil level and filter were in place which rules the engine being burned up out of the equation. The employees then noted the serpentine belt was broke which will cause the symptoms the customer described. Pictures were taken and it is apparent the belt was badly worn along with the belt that is still on the vehicle. This was explained to the customer  whose  response was we were the last one to work on the vehicle. Lube Works does not replace serpentine belts nor is checking them part of our routine service. My contention is the damages claimed are in no way related to the service performed but rather the ******* miles on the vehicle. Should the customer choose to submit service records which show the belt was replaced recently we will look at it further but still contend an oil change does not break a serpentine belt or damage a motor mount. As far as missing valve caps from the tires there is a possibility  of one being left off although I dont see how they could be damaged but would gladly reimburse the customer for that expense or furnish myself as we keep them on hand. should there be any further questions please do not hesitate to contact me.<*p>

   <*p>

  Customer Answer

  Date: 05/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Honestly I don't find it satisfactory, it's a bunch of bull and obviously you never looked at your reviews from other customers. Your "people" been messing up way before I ever went and I will admit it's my fault for not looking at those reviews but that's all that's my fault nothing else. You should really look into your "team" here in *********** because not even a full day but yall already had another customer yelling at them for messing something up you can hear him from tractor supply yelling. But it's whatever dude. Look into getting better people in your shops not people that are gonna rip off your customers. DO BETTER.
  
  Regards,
  
  Maxx *******