Complaints

• Initial Complaint

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 3, 2022 I went into the facility to get an oil change at that time I pay for my services and after about two weeks later I check my service for my car and I noticed that 70% of my all was gone. I contacted grease monkey and told them what happened and they told me that I had a engine oil leak and my pan was worn and suggested I take my car to another mechanic whom they use for an issue such as this. I proceeded to take my car to ********** to get a second opinion, and they told me that my oil drain plug had been stripped due to negligence either not knowing how to take it out properly overtightening or put in the wrong drain plug again. I was able to get in contact with the district manager after sending a friend up to the location because the phone was always busy and he attempted to offer me to fix my car but I was reluctant to go with his offer because they had already lied about the damage and attempted to get me to pay for the damages out of my own pocket not me admitting any negligence until I had proof. Furthermore he wanted me to incur more charges by getting my vehicle to another location to have it repaired which is impossible bc VW doesnt have any OEM oil pans available and I dont use after market parts.

  Business response

  01/11/2023

  This complaint has been forwarded to *************** and the Operations team to handle.  Thank you.

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for a brake change. They tried to send me out with a missing lug nut. Which is not safe. Especially for people that haul. I told them I haul equipment for work. The manager tried to tell me it was ok to hual with a missing lug nut. Obviously thats not true. Its very dangerous, especially for me and other drivers in the road. I filed a complaint with their cooperate and I have heard anything in three weeks. Dont expect to hear anything. I think their gross neglect takes some looking at. Its the grease monkey ***************************************************** phone number is **********

  Business response

  12/21/2022

  Hello,

  This store is owned by an individual franchisee owner, so the information has been sent to him as we do not own it.

  Thank you.

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Consumer stated they had their oil changed in their vehicle and oil level was overfilled which caused engine damage

  Business response

  12/14/2022

  This information has been sent to *************** and Operations. They will handle from there, thank you.

  Customer response

  12/19/2022

   
  Complaint: 18549663
  
  I am rejecting this response because:

   

  no resolution has been proposed. The only respinse from the company I have received is they are looking into it 
  
  Sincerely,
  
  *******************

  Business response

  01/09/2023

  Hello, which store location is she writing about?  I need to know the city, state and street address.

   

  Thank you.

  Customer response

  01/17/2023

   
  Complaint: 18549663
  
  I am rejecting this response because:

  There was no response to issue.

  The address of the store is:

  5387 ********************************* 36619

  This is store # ****

  The phone number for this store is ************
  
  Sincerely,
  
  *******************

  Business response

  01/27/2023

  Hello, the Operations Manager has called the phone number provided many times and not received a call back. He will keep trying. Thank you.

  Customer response

  02/01/2023

   
  Complaint: 18549663
  
  I am rejecting this response because:

  I have not received any calls from this company and always have my cellphone on me. I also have voicemail and do not have any messages left. Just for verification my number is ************.
  
  Sincerely,
  
  *******************

  Business response

  02/07/2023

  Hello, the District Manager has tried multiple times to call at the number given, and he has not received a call back.  Thank you.

  Customer response

  02/13/2023

   
  Complaint: 18549663
  
  I am rejecting this response because:

  I have been answering EVERY call coming in on my phone and I know for a fact there has not been a voice mail message left. There has NOT been any calls from this company. It is obvious this company has no interest in resolving this issue. If they would like to leave me the telephone number to reach them I will be happy to place the call. I think we are at the point where I need to just go ahead and file suit in court to get this resolved without the games that are being played.
  
  Sincerely,
  
  *******************

  Business response

  02/28/2023

  Contact was made with the customer after numerous attempts.  This will be handled by the Operations team in that region. Thank you.

  Customer response

  03/05/2023

   
  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 - ****************** ******* representative has indicated I will be reimbursed all expenses with the exception of the cost for me to withdraw the money from my 401k. It has been indicated I will receive the check the week of 3/13/23. As long as they comply with what has been agreed upon this will be a satisfactory resolution and I will also indicated payment has been received and this case has been resolved.
  Sincerely,
  
  *******************

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in which had no problems that I keep regularly maintenanced to have routine oil change on October 15, 2022. After a road trip to deal with estate issues. I was driving and it started missing took it to mechanic at ***** he hoped it just needed a tuneup but it still wasnt right it was actually cylinder #1 is dead. The rocker arm isnt moving something is wrong with ****** now needs a new motor.

  Business response

  11/16/2022

  Hello,

  The District Operations Manager for that region is contacting the customer and will handle from here.

  Thank you.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car in to have the oil changed. My wife followed behind me in her car. The tech got into my car to pull it into the bay and my wife tried pulling forward into a parking spot. The tech put my car in reverse and hit my wifes Jeep. Both cars were damaged in the collision. The tech was apologetic and stated that he didnt look in the rearview mirror. I spoke with *****, manager, who said he watched the video and reported it was in fact the techs fault. ***** stated that he would contact the owner of Grease Monkey so this could be resolved with the insurance company. I have contacted the store several times regarding this matter to no avail. I filed a police report with the ************************* as well and I have not heard back from the store owner. This incident occurred on 07/20/2022. I would like to get the damage to my cars fixed as soon as possible. Kind Regards,***************************

  Business response

  09/02/2022

  Hello,

  The franchise owner of this store has been contacted, and he has reached out to the customer to handle this situation.

  Thank you.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in 2020 we had an oil change to our car completed by this company that ended up completely seizing our motor. Grease monkey hired a mechanic to replace the motor. We were told that the replacement motor was a used motor but that it only had ***** mile on it. After waiting over four months for our car to get fixed, when we got the car back we continued to have issues. We reached out several times about the issues and each time were told everything was fine with that car. Here we are now with the car yet again with a non functioning motor and have been told that the motor they put into the car is no where near a motor with initially only ***** miles on it they had said. That the motor in this car has extreme wear and tear consistent with a motor closer to ******. We are now looking at a repair job close to $6000, we have called and emailed this company multiple times, have been told we are going to get a call back and nothing. I have a car in a shop, waiting to get fix which should be this companies responsibility for first hiring an incompetent mechanic for the initial repairs, should be responsible for lying about the used motor installed in this car and should be responsible now for all the repairs and for loss of work wages because we have no car for work. This is now over two weeks of no reply back to calls or emails from this company. ***** and **** are the contacts for their risk management in this company. ***** was the initial contact when we first had this issue and who is still working in this company.

  Business response

  08/12/2022

  This is a 2-year old claim, and Grease Monkey is not responsible for any engine issues installed by another provider.  Thank you

• Initial Complaint

  06/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June, 9, 2022 I went to the Grease Monkey at ***************************************************** for a synthetic oil change. While waiting they brought out a dirty cabin air filter and said it needed to be changed. I said okay.On June 18, 2022 my check engine light went on. I took it to *************, ********* on June 23, 2022 and when plugging it into their computer they found the display code for dirty oil. I have paperwork and photos from the dealer. When doing an inspection of the car they found the cabin air filter to be extremely dirty.I was shocked to learn this since I had just been to Grease Monkey for all of the above services. I believe the dealer because they had no prior knowledge as to my Grease Monkey visit and it was the dirty oil which caused my check engine light to go on. I had a complete oil change and filter as well as a new cabin air filter at the dealer.On June 24, 2022 I called the Grease Monkey I visited to tell them and the man said the strangest thing which really made me suspicious he said we didnt put dirty oil in your car. Why would he even say that? My check engine light never went on prior to my visit to Grease Monkey, but oddly enough lit up only 9 days after supposedly having my oil changed. Either they didnt change my oil at all or did indeed put used dirty oil in my car as well as not replacing the oil filter or my cabin filter. Is it their policy to bring out any old dirty filter and tell the customer it has to be replaced? A dirty cabin filter was also brought out to the other woman waiting and she was told she needed to replace it and she said yes as well. Ive sent letters to the Grease Monkey president and the owner of the franchise I visited as well as a message via their corporate email form. I would like a full refund ($112.85) from Grease Monkey for the services I paid for, but did not receive synthetic oil change, oil filter and cabin air filter. The business has not attempted to resolve this matter.

  Business response

  06/26/2022

  Hello,

  This issue will be handled between the store owner and the customer.  We do not own this business.

  Thank you.
  

  Customer response

  06/27/2022

   
  Complaint: 17485407
  
  I am rejecting this response because:

  They did not provide any details as to who is the store owner of Grease Monkey #*** so they may be contacted. Nor did they give any information as to how this will be handled between the store owner and myself.

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

  Customer response

  06/28/2022

  My complaint # is ********. This morning Grease Monkey Intl. responded that they were not the owner of the particular store I went to and I'd have to take it up with them which I had tried to do a few days prior to no avail. I rejected their answer as it left me nowhere. A few hours later the Grease Monkey location I went to reached out to me by phone and I will be getting a full refund. I am now accepting their offer. Thank you for all for all of your help. *****************

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. My oil plug lititerally fell out of my car while I was driving and my engine almost blew. 2. I had it typed to a auto shop and had to pay $170 just for diagnostics. They informed me that the oil plus fell out which caused the oil to flow out of it like a river. 3. They suggested I contact Grease Monkey since that's the last place my oil was changed. 4. I spoke to the District Manager and he said my warranty only covered 3 months, even though I was within the mileage parameters for an oil change and wouldn't accept any responsibility whatsoever as he proceeded to tell me about another customer who tried to scam them into paying for repairs which had nothing to do with my situation.4. I further told him that I'm not expecting them to pay the entire ****, but felt it fair to compensate me in some way. 5.They disagreed and now 6. I'm just sharing my experience bc my engine could have literally blew which would have been devastating. Proceed with caution.Service: Oil change

  Business response

  04/27/2022

  Sorry to hear about your problem but the complaint you filled was sent to a Grease Monkey in ******** you need to contact Grease Monkey Int. I cant help you with this. 

  Customer response

  05/06/2022

  I did call the corporate office in ******** and was advised to contact the store directly, which I also did. Sounds a bit like pushing the buck from people to people in a fashion that no one's really responsible. No one is accepting responsibility and this is evident in their response. This email went to SPAM so I never saw it.  That's my fault, however this is far from resolved. 

  Business response

  05/13/2022

  The individual franchise owner has been notified, and they will handle privately.  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. ↩