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:05/13/2025

  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 4/15/2025, I went in for an oil change, invoice ******. On 5/13/2025, I took my car to my mechanic in ******** to get my tires changed and have him see if I had an oil leak, since despite having just gotten an oil change the dipstick wasn't showing any oil. He told me that there was very little oil, it was obviously very old, and the filter hadn't been changed in years. I called Vermont Quick Lube back to ask for a refund and they said they had checked their security footage and I had gotten an oil change. Oh, THEY checked THEIR security footage? Case closed! I mean, what reason would they have to lie? I guess the fact that they claim to have looked at their security footage is the same thing as there being new oil and a new filter in my car. I paid $123 for a service I DID NOT RECEIVE, and was treated with contempt when I had the audacity to complain. I've filed a complaint with the state attorney general.

  Business Response

  Date: 05/14/2025

  We received a phone call from ***** ***** regarding an oil change service he received on 4/15/2025.  He stated that he brought his vehicle to his mechanic (************** Auto) for various reasons and he said that his oil filter hadn't been changed in years and the oil in his vehicle was low and very old.  I explained to him that we have full video footage of the entire oil change process and would be happy to share it with him so he could see we indeed performed his oil change service, changed his filter (we also sign and date every oil filter for confirmation from our customers they have been changed) and replaced his oil with clean fresh oil.  In the video it also shows us showing Mr. ***** the dipstick for him to confirm the oil was clean and filled to the full **** on the dipstick.  After giving him this information he demanded then that I call his mechanic and explain to him why it was that his oil was low and the filter had not been changed.  I again explained that I would be happy to show him the full video to confirm we completed his service.  ***** then became frustrated and  said he was going to bring us to small claims court and hung up.

  Customer Answer

  Date: 05/15/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
  

  The fact of the matter is that less than a month after this supposed oil change, there was less than a quart of very old oil and a years-old filter in my car. That does not happen if the oil was changed less than a month ago. I can't speak to the security footage, I can only speak to the physical reality of my car. This obstinacy over a $123 refund is abysmal customer service. ***** has my mechanic's phone number and permission to call him if this is more important to him than it is to me.
  
  FAQ
  
  Regards,

  *****