Complaints

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car into this location to have an oil change. Little did I know it would be my last at this place. They did the oil change fine and I drove home. A few days I was at walmart and when I went to leave, my 2015 Hyundai Sonata started to violently shake. It stopped after a few minutes and it drove fine after but I had my neighbor check the oil and he found it to be overfilled. We went back and they DIDNT EVEN APPLOGIZE. They kept saying "it will be fine" to every question I asked. Completely unprofessional. They get in there and 2 things were said 1. THEY FORGOT TO PUT AN OIL PAN BOLT BACK INTO MY CAR WHEN THEY WERE DONE LAST TIME 2. Yes, it was overfilled, they drained some. It runs fine now but I'm seeking an apology and a refund of every single last penny I spent there.

  Business response

  08/22/2024

  See attachment

  I am sorry you are having trouble with your Sonata.  From the details you’ve provided, I can assure you that the violent shaking is not related to the oil change.  You might consider taking it to a mechanic if it happens again because it sounds serious.  I understand why it would concern you.
  
  You have had two oil changes performed at our shop.  In response to your points:
  1) It was not the oil pan bolt, aka the drain plug.  If the drain plug was left off, your engine would not last long.  What we told you was the “shield screws”.  There is a rock shield under your car that protects the engine from flying debris.  The shop(s) prior to coming to us left some of them off, and we replaced the missing ones when you were there.  We do it for free if we have the screws but wanted you to be aware.  Interesting how this proactive customer service action is being reflected as an issue by you.  We may need to work on our messaging.
  2) Your vehicle was checked and double checked by one of my senior techs when we did the oil change.  When you came back, two senior techs checked the dipstick and then showed it to you.  The dipstick was on the high mark but was not overfilled.  You then become belligerent with my employees, and they DID drain it out a little to appease you.  But it was never overfilled.
  
  An additional note:  with the Hyundai, you need to be aware of an issue that is occurring on many of them.  Your car is very low mileage, so it is not likely an issue yet, and hopefully will never be. Please google ‘Hyundai Oil Consumption Recall’ for details.  We service many Hyundai’s and Kia’s and know that we need to hit the top line on the dipstick for them.  And strongly recommend top-offs between oil changes to prolong the life of your engine.  Please consider doing this at your next shop.  Best wishes for your future.
  

  
  

  Business response

  08/26/2024

  In the complaint, you mentioned that my shop employee kept saying “It will be fine”.  They were doing this in response to your aggressive behavior.  Why would they have to keep repeating this to you if you were “calm and collected” as you describe in your rejection response.  They wouldn’t.  I wasn’t there to personally witness this, but I discussed it privately with several of my employees and it was shared feedback.
  
  As I described in my original response, my employees would never have called the drain plug a bolt.  If we had left the “oil pan bolt” off (aka drain plug), your engine would not have made it very far.  The engine would have overheated and then either shut off and had to be towed.  Or very possibly have been destroyed.  Since neither of these happened, then we did not leave the “oil pan bolt” off.   You mentioned that you got a neighbor’s and a shop’s feedback.  You might ask either of them what happens when you don’t put back in a drain plug.  Its very bad.  And obviously did not happen. 
  
  Its noisy in our shop – which tools, music, and people talking.  I am sorry if you misheard what we told you throughout the process.  Best wishes for your future!

  Customer response

  08/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: everything there is a lie. i was never agressive or mean in any way!!!
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my truck in for a transmission flush which resulted in an unsuccessful completion and damage to my vehicle. Valvoline express care did not tell me the flush was unsuccessful until after I had driven away. I called Valvoline express and told them I was experiencing an issue with my transmission and they indicated at that time that I can take my truck to another shop to finish up the service and that when they attempted to service that their transmission flush system had shut down mid-job and that they weren’t able to complete the job. This resulted in my transmission fluid being significantly lower than required, creating internal wear and issues. On that call, express care told me if I take my truck to another shop, they’ll cover the cost of repair and completion. They told GMC on a recorded line they’d cover it as well. I took my truck to the gmc dealership where GMC told me that Express Care had broken the transmission fluid cap plug screw off within my transmission and that they would require additional work to be able to pull out the broken transmission fluid plug. Additionally, Victory GMC took pictures of the broken cap and transmission fluid leakage upon arrival when I dropped off after receiving from Express Care. My truck was out of commission for 4 days requiring me to find alternative means for transportation and excessive expenses I should not have to pay. Express Care did not honor their word that they would cover the expenses to repair their damage to my vehicle. I am seeking reimbursement for the repair of my transmission which resulted in the cost of $250. I am also seeking reimbursement for the cost of alternative transportation and seeking warranty coverage on my transmission to protect me financially from the internal damage that has occurred as a result of delivering my vehicle back to me in an unsafe and inoperable condition for my vehicle while telling me it was ok to drive and operate it knowing the damage that could have occurred.

  Business response

  10/03/2023

  This is **** ********** the owner.  We will be providing a response soon, but it will take a bit as there is much "clarification" needed.  In the mean time, what receipts and pictures has the customer provided?  Can I get these?

  Business response

  10/06/2023

  Please see the attachments.  I've put my response in a MS Word document and included a copy of the receipt provided to *******

*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. ↩