Complaints

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to put on machine to check anything that's might be wrong with the car on January 31, 2024 and he gave me a print out of all the problems ok it said I needed a Valve Cover Gaskets replacement, front axle shaft, radiator cap and catalytic converter but he said the important thing to fix first was the Valve Cover Gaskets and the axle also radiator cap he gave me a price $640.10. I came back on February 3,2024 for him to do the work and left my over night but I told him don't worry about the radiator cap cause I brought one from ********** two days before I dropped it off. When I picked my car up That Saturday February 4, 3024 he told me I would not have any problem with my oil leaking any more everything was good ok 3 days later my check engine light came back on so I took it back to him and he checked it and said it's just a click in it and if happened again bring it back it did happen next day. I started smelling something burning under the hood of the car and saw the oil was leaking again then on the February 21, 2024 I took the car back to them he put back on the machine and showed me yes it was leaking oil again a lot he goes bring it back on Monday or Wednesday are you kidding me it don't supposed to be leaking if y'all did a valve cover gaskets replacement no way it should be leaking and you took my money but didn't do the work and still did my radiator cap when I told brought one my self I deserve my most back cause I got to take my car somewhere else don't trust them no m

  Customer response

  02/23/2024

  I went there today and showed me a video when the guy was working on my car and I never saw no parts or him putting on new parts and the guy going to tell me him refund me the radiator cap for $17.20 . I took the car to another shop and he said it wasn't done the Valve Cover Gaskets that he charged me. The Express Oil Change kept telling me see in the video the work but I never saw him with new parts and putting them on.

  Business response

  02/26/2024

  The customer came back and our store manager was able to verify the work was completed. The store manager took the customer out to her vehicle and showed her where the work has been completed and the difference in parts. After reviewing the video, it shows that parts were replaced. The store manager showed the customer the video of the parts being ***********************. At this time, we are showing that all work was completed and completed properly. 

  Customer response

  02/27/2024

   
  Complaint: 21336016
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer response

  02/27/2024

  I never saw no parts so he lied about that and I told him where's the parts at he going to speed up the video and I still didn't see any parts and didn't see the person putting on any parts then he going to say you want to watch it again. All I saw was he took the cover off laid it on the floor and the guy was down inside the cover never saw any new parts next to him so he  lies about me cause I told him I didn't see anything.

  Business response

  02/27/2024

  After careful consideration and review, Express Oil Change cannot find where these claims are true. We pride ourselves in taking care of customers and correcting any wrongdoings. In this situation, we have found no wrongdoing and attempted to convey that to the customer. We have gone above and beyond to show the customer all items replaced and where there are no current issues with the parts we replaced and charged them for. With no wrongdoing being found, we will unfortunately have to reject the customers request. 

  Customer response

  02/28/2024

   
  Complaint: 21336016
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  11/14/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Engineer *** changed my *** plug without notifying me of the change nor asking me. When I asked I was treated rudely; therefore, I asked for the manager and explained the situation and asked if I would be able to receive a discount. I was told no.

  Business response

  11/14/2022

  We have not been able to find this customer in our computer system. If she could provide the store where the service was done and the *** number for the vehicle it would help us find the service.

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a detailed account attached. I am also requesting an adjustment to my credit report because I had to charge most of the $15,000 repair bill to two different credit cards which increased my credit usage significantly.I also feel that Express Oil Change took advantage of me by going for the most expensive repair (turbo) and then attempting to address the low fuel pressure issue. I have been without my mode of transportation from 16 Sept 22 until now and I work in ******. It has been a extreme inconvenience having to *** a ride to work for this length of time.

  Business response

  11/04/2022

  Please see the attachments.

  Customer response

  11/15/2022

   
  Complaint: 18319903
  
  I am rejecting this response because: (See Attached)
  
  Sincerely,
  
  ***************************

  Business response

  11/30/2022

  Here are the estimates that ***** says he provided to ******************** before any repairs were made. They were unable to duplicate the low fuel pressure and told ******************** this. ******************** asked for the truck to be inspected for a noise and it was determined that the turbo was making the noise.

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 10th 2022 I had an oil leak from my car. I reached out to Express Oil as they were the last ones to change my oil on September 2nd 2022. My car lost a large amount of oil which was an indication that something was loose or broken. Prior to this I had not had any issued with my car leaking oil. ******* at Express came out to my house to supposedly check my car out. ******* told me that he couldn't see under it because it sat so low. He then said that he would call for a wrecker to tow my vehicle to his shop. I received a call from ******* 20 minutes after my car left my house asking me to come to the shop. I arrived about 10 minutes after and was told that my filter housing was cracked and that's what cause the leak. Again there was no prior notes about there being any signs of wear with my vehicle and oil components. ******* said that he could repair the filter housing for $400 because I had been a loyal customer. I agreed to the repairs and picked my car up the following day. Upon arrival ******* told me that my car had a bad shake at idle which it didn't have before and put in the notes that it was possibly a bad fuel injector. I paid the shop and took my car in to another mechanic for a second opinion. I have been told that I need a new engine due to my cam shaft being locked up, which is far from a fuel injector. I have pictures that will support what I am saying and I also have my receipts.

  Business response

  10/25/2022

  These vehicles have a history of leaking at the filter housing. There are numerous forums discussing this issue. Because **************** is a regular customer the store manager, ***********************, offered to install the part at no charge if **************** purchased it. On our invoice we did note that that was a check engine light on and that there was a miss that seemed to be connected to the fuel injector. We have been unaware of any further issues. We will be glad to inspect the vehicle and try to determine the issue and if there is anything connected to what we have done we will repair it. 

  Customer response

  10/25/2022

   
  Complaint: 18295726
  
  I am rejecting this response because: A forum means absolutely nothing to me. If we cant reach a reasonable solution for this matter I am prepared to take my documentation into the courtroom. We will see there if an online forum means anything.
  
  Sincerely,
  
  *********************

  Business response

  10/26/2022

  We have offered to reinspect the vehicle for the customer. We will not take responsibility for any repairs unless we are allowed to inspect the vehicle. At this point I don't know what else we can do.

  Customer response

  10/26/2022

   
  Complaint: 18295726
  
  I am rejecting this response because: If I choose to have the vehicle reinspected by Express Oil it cannot be done at the North Parkway location. Also, it was previously said at the time I picked up my vehicle and paid $400 that it had a misfire on bank 6 which wasn't previously there. There is a huge difference in a misfire and needing an engine replacement. If the vehicle is checked out by Express again and it is determined by them that my engine indeed does need an engine replacement, what actions will be taken by Express to rectify this problem?
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife stopped by Express Oil Change on 6th Ave Decatur for an oil change and brake replacement at a cost of $650. After receiving the vehicle and leaving the store, a noise from the rear axle was apparent. Unfortunately, it was near closing time so the vehicle was not returned before closing. When the vehicle was returned to inspect the noise in the following days, it was diagnosed with a failed wheel bearing. I suspect that the wheel bearing was damaged during removal of the brake rotor, considering the severity of the road noise while driving. I spoke with the service manager prior to the work being perform and he stated that he could only offer a small discount on the labor and proceeded to quote the repair at around $500 (parts and labor). I asked to speak with another manager and was informed that he was not available that day and wouldnt offer a phone to reach him. It this point, it was apparent that the business wasnt going to accept any portion of the responsibility for the wheel bearing that they likely damaged, and that unless I told my wife to walk home, that I would have to pay for the repair upon receiving the vehicle, to which I reluctantly agreed. I called the store manager the following day to explain the situation and was only offered a free oil change (valued at $40-$50) as compensation for the $375 wheel bearing that they replaced as a result of their negligence. I proposed multiple oil changes as compensation for the wheel bearing cost and the offer was decline by Express Oil Change. I declined the offer of the single free oil change.

  Business response

  05/10/2022

  To whom it may concern,

  I am very sorry for the negative service event.  After the wheel bearing was identified as a problem, the customer had her father come by the store, inspect it with the technician, and he gave approval.  Also, there was conversation and approval from the owners of the vehicle.  Because of the unexpected cost of the repair, the manager discounted the repair ~$54.00 plus an additional 10% discount was applied.

  Best regards,

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

   

   

   

   

   

   

   

  Customer response

  05/12/2022

   
  Complaint: 17173580
  
  I am rejecting this response because:

  At the time of service and when the **** was questioned, I spoke to the service manager, at which time he offered a small discount to reduce the $600+ **** to around $500. When I asked to speak with the store manager or owner, the service manager stated that neither were present that day. I then asked for a phone number that I could reach a manager in a higher position of authority. The service manager stated that it was "against company policy" to provide said phone numbers. After the business denied my request to speak with another manager, work did take place on the vehicle and the wheel bearing/hub assembly was replaced.

  My complaint is in regards to the customer (my wife) being responsible for the parts and labor costs associated with replacing a wheel bearing that Express Oil Change damaged during the brake pad and rotor replacement. Express Oil Change should be responsible for some, if not all, of the cost to replace the wheel bearing that they damaged. I am requesting a billing adjustment of at least $200 or another form of compensation equal in value (e.g. free oil change certificates).

  
  Sincerely,
  
  ***********************

*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. ↩