Complaints

• Initial Complaint

  12/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The grease money location in *********** in ********, broke the oil pan on my 2013 GLK Mercedes. The employee admitted to breaking it . The company agreed too pay. Have not heard from them since they are refusing too pay.

  Business response

  01/15/2025

  The repairs were approved and have been paid for. 

• Initial Complaint

  12/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On Friday November 29th I visited the ****** - #**** ********************************************** AFL location. I sat with my hood open for 20 mins with out any assistance. One of the employees used a drill to remove my air filter screws and then a flat head s**** driver. I got out to ask why was multiple tools being used and asked if they had stripped my screws the employee said no they were like that. I could see the residue from the employee stripping the screws and took pictures and asked can they put my filter back and Ill go elsewhere since I hadnt been drained and the manager was having long conversations with people he knew. The manager headed for the stairs and said he would drain me now I declined and he started yelling that I could just go because all he did was great the customer and he wasnt talking long. I am aware that there is cameras so Im sure if the district manager reviewed the tapes he see me sitting as the crew finished two vehicles to my right that came after me. I called and texted the district manager ***** as well as called corporate and no one has returned my call I would like to file a claim because I went to the location in **************** shortly after this incident and they too could see the residue of damage to my air filter screws.

• Initial Complaint

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Oct 13 2024 I went to get an oil change and tire rotation. When trying to leave the store I noticed my car was making a weird sound, I tried to return to the store asap, when I proceeded to make a U turn my car came to a completely stop and my tires literally came out from my car, the lug nuts literally fly out the wheels, made me cause traffic. I couldve cause an accident or even lost my life due to the ignorance of the employees, now I wonder that maybe I didnt get a proper oil change. The manager promised me a refund which I havent received I have tried to reach the store a few times and no answer

  Business response

  11/25/2024

  We will investigate this claim and contact the customer. 

  Customer response

  11/25/2024

   
  Complaint: 22545688
  
  I am rejecting this response because: I am still waiting for a refund that I feel I deserve after what they caused, I couldve lost my life. 
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 10/15/24 Amount Paid: $92.93 My car was in excellent running condition when I arrived for a routine oil change.When I left, the car's transmission was jerking and lurching when the car shifted gears. The problem ************** day, I contacted the manager *******. He was unwilling to discuss the possibility of any mishap and said, "We didn't touch your transmission."I asked how he could be so certain since he wasn't in the shop when the service was performed, and he didn't speak with his staff about it. He continued to deny and said "I don't know what to tell you, cars break." I agreed but said that I found the timing of this break to be rather specific to my visit there.He was dismissive and suggested I get the transmission checked out.I took it to a trusted shop 2 days later, and they said with no prior information, "Did you recently get your oil changed at Grease Monkey? It looks like someone drained your transmission fluid." It was 3 quarts low, only holds 4 quarts. They refilled it, no further damage found. The transmission has no leaks or other issues that would explain a sudden loss of 3 qts. In fact, the inspection report from Grease Monkey says they checked the trans fluid and it was OK.When I contacted ******* again with this new information of the transmission fluid being drained, he was again unwilling to take responsibility, and kept repeating that no one there touched my transmission. He had no explanation as to why he was so certain this was the case. I suggested maybe it was a simple accident, but he would not consider that.When he asked what I wanted from him, I said I wanted a refund to compensate for the mistake, considering the additional time and money I had to spend repairing the damage at another shop. He said there was no way he would do that. He appears to be completely unwilling to take any responsibility. I am seeking $31.74, the cost to refill the transmission fluid that they drained.

  Business response

  11/04/2024

  Hello, the customer information and receipts have been forwarded to the Operations and ************* teams to handle.  Thank you.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I usually use ********************* for my oil maintenance and have used them since I bought my vehicle, however due to a low funds I used Grease Monkey two weeks until my next service my vehicle began knocking and overheating so I went to ********************* and was informed that oil change plug was improperly set which caused a slow oil leak thus causing damage to my car. I have missed work and had to purchase another vehicle.

  Business response

  11/08/2024

  This issue is in our claim department and being investigated. If we are found liable, we will submit it to our insurance department.

  Customer response

  11/11/2024

   
  Complaint: 22437572
  
  I am rejecting this response because I feel I have appropriate proof that damage was caused by a improperly set plug and engine damage occurred, which has required me to lose work as well as having to purchase a replacement vehicle. I will retain legal assistance if necessary. I just want my vehicle repaired.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the Grease Monkey to receive my 3 month oil change on 10/1/24. I specifically asked them to top off the steering and brake fluid even though it is supposed to be apart of the oil change. I also asked them to unclog the windshield wiper fluid holes. When I came back to pick it up, they said they did all of what I asked for. As I was driving home the brakes did not feel right. The brakes were barely working and almost got into many accidents. I took it to a Brakes Plus on 10/4/24 and they discovered the brake fluid was BONE DRY. Which then cause damage to the rotors and brake pads which will need replaced. They also had to do a brake fluid flush to help fix the problem temporarily so I can drive home. They also discovered the windshield wiper pump was disconnected and I needed that fixed as well. I went back to Grease Monkey and they will not take blame for the issues that were not actually done. They said it was my fault and will not pay back for all the extra costs I had to go get done. Now I am unable to get ahold of Corporate. One simple oil change led to a lot of money spent to get it fixed. I would love to be reimbursed for all the extra costs and for the oil change that was not done correctly. In total I spent $215.39 at Grease Monkey where they lied to me. At Brakes Plus so far $255 plus the quote to get the brakes fixed is $1125.85. I want to be reimbursed for all by the Grease Monkey since they caused a lot of damage to my vehicle and money I did not have to get it fixed. Please help resolve this matter and get my money back.Thank you

  Business response

  11/08/2024

  We are not responsible for any damage to the customers car. This was investigated and found to be normal wear and tear. 

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Oil pan bolt is stripped. Store #*** in ********, **** Spike with GM ******* ****** verbal agreement was to replace oil pan. When appointment came they refused to replace the oil pan as they said it wasn't stripped. I showed them the bolt and said how can it not be? I believe they just replaced the plug and used a larger bolt to create a new thread and said the bolt fits, no leaks and refused to our verbal agreement even when they agreed they were at fault for the stripped threads on the oil pan.

  Business response

  10/10/2024

  Hello, the Operations team has been in touch with this customer, and the issue is resolved. Thank you.

  Customer response

  10/10/2024

   
  Complaint: 22404210
  
  I am rejecting this response because:

  This has not been resolved. I have contacted the ********* and advised this has not been resolved. I explained to him the threads on the oil pan are stripped and provided him photos. I also told him about how I was originally scheduled for Oct 7th to install an oil pan, the assistant ** scheduled me. On the day I arrived, the assistant. ** did not have me on the books. I scheduled again for next day. The ** refused to install the new oil pan and just replaced the plug with a new bolt and he said it was resolved. The ** was raising his voice and arguing with me, which was very unprofessional behavior. Along with other issues that was explained to the DM ***. Pending response from DM
  
  Sincerely,
  
  ********* *******

• Initial Complaint

  09/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  oil change on September 15th ******* a girl they suspected I did not understand cars and tried to up sell unnecessary and unethical maintenance. - was told the oil was extremely dirty and low When questioned they would not let me see the dirty oil. - started an oil change without communicating what oil I would be seeking. -They began pushing to get an engine flush and add more coolant, claiming we had driven far over the recommended mileage. said we had drive ****** over the recommended miles but records showed only driving ***** miles total well within the mileage for the synthetic oil - once I told them I had checked the oil myself and did not see anything wrong. They began to back track and say the system might have been wrong. -they gave me a sticker indicating a new oil change is needed within the next ***** miles. If they indeed are using synthetic oil that should be good for well over ****** miles My concern is they are not actually using synthetic but charging people for it and telling everyone they need oil changes sooner and doing systems flushes to cover up the fact they have used cheep non synthetic oils. I saw the guy tell one car they are low on oils options to push them to synthetic.I watched them do the same your oil is dirty and you vehicle is at risk we need to do a flush to clean it out to two other people as well.Further checking the paperwork it shows they were using a more accurate OL6 system based on better real time oil change recommendations and have switched to OL5 a cheaper system recommending basic and shorter time between changes.I understand times are tough, but pressuring customers into unnecessary maintenance is unethical. I cant say for certain whether the other vehicles needed a flush, but I strongly suspect they didnt. The way they pushed the same line on me felt like a tactic to pad their bottom line, not genuine care for the vehicles.I know this business has changed owners and that is when issues started

  Business response

  09/19/2024

  Hello, this customer issue has been submitted to Operations and the ************************** for review, and they will contact the customer.  Thank you.

• Initial Complaint

  09/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I took my vehicle to Grease Monkey to get an oil change. On the way home, my car seized up and everything died. I had to pay for a tow truck and luckily my daughter was available to help me get home. Found out that the tech that changed my oil messed up and have been waiting over a month to get an estimate taken care of for them to fix my vehicle at THEIR expense. Shop manager ******* said that it's out of his hands and that it's with claims. No one has reached out to me.

  Business response

  09/12/2024

  Hello, the Operations Manager is contacting the customer today to let her know an approval was received for her claim, thank you.

• Initial Complaint

  08/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 30, 2024 I took my car to grease monkey at ******************** to get an oil change. Everything seem to go fine except that I had remembered that the attendant told me that he was new there. I paid them and went ahead and left. The next day while operating the vehicle in a normal manner the engine cut out and the engine light come on and I heard a knocking noise. I managed to get the get the car home and I later check the oil just to realize that its been overfilled by about a half a quart. The next day I took the car back down there to the same grease monkey and told them about the issue I was having. The manager told me that the damage to the car was not due to the overfilling of the oil. Then he said that he would go ahead and send me to the grease monkey on *************** where they had an mechanic available to check out the car. I left it there from 9 AM to about 1 PM. I was first greeted by the manager who told me that they were not responsible for the damage. I also spoke with the mechanic and he brought me over and showed me the codes that were reading on the car but did not check anything internally on the vehicle. At that point I was really upset that they were not gonna take responsibility for the damage of overfilling the oil and I left. In the next few weeks I took the car to two different auto mechanic garages and what I was told from the diagnosis is that I needed new lifters, Push rods, And a timing chain. The car still has good compression but because of the overfilling of oil the pressure was drawn to the top of the engine causing this damage dam damage To the push rods lifters and timing chain. I know I told them that I had always took care of the car every time it needed an oil change and never overfilled it but I believe due to their overfilling with the oil the car Is now damaged and needs repair.

  Business response

  09/09/2024

  Hello, the Operations Manager has spoke to the customer who is going to provide some information / documentation to the Manager, and this will be submitted for review. Thank you.

*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. ↩