Complaints

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Friday October 6, 2023. Vehicle **** ***** *******. Invoice number. ********* Vehicle was brought in for normal oil change service having no issue with the lubrication system. Oil change was completed, Using 5w-30 synthetic blend high mileage oil, filter was checked then reinserted. Filter was not changed. Hood Tech :MMS. Pit Tech:TLH. Greeter:KDM. On Saturday October 7, 2023 vehicle had been driven 92 miles before heavy oil leak began. The vehicle was parked until Monday October 9, 2023. Same day Strickland brothers at **** **** ******* ***** ***** ******** was contacted about the issue. Vehicle was returned to location at approximately 3:00pm Monday. Manager initials MMS stated oil filter housing failure was the issue and this issue was common on vehicle model, and was poor design. Also stating it was “coincidence” that it issue occurred after service at location. MMS stated the shop is not liable for system failure or for repairs. Contrary to compliance with limited warranty statement received on original invoice. Vehicle was allowed to leave with major oil leakage, no repairs or services offered outside inspection. Oil was added to system by MMS before vehicle departed. Was advised to take vehicle to Dodge dealership for repairs. District manager Michael’s contact was provide reluctantly. Along with comment that he will have the same thing to say about situation.

  Customer response

  10/20/2023

  I have not heard from the business in response to my complaint.

  
  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had a full-synthetic oil change done at this business on 6-3-23. I had a 25% off coupon from their website. When I attempted to use the coupon and pay, the manager on duty (Tanner) said he couldn’t get the coupon to work in the computer. He said he had reached out to his marketing department but the coupon still wouldn’t work in their system. He refused to honor the 25% off coupon. The best he said he could do was give me $10 off. I paid the invoice and left. I emailed their customer relations department on 6-3-23 asking for the $15.00 difference. I have not heard anything and it’s been thirty days.

  Customer response

  07/15/2023

  I have not heard from the business in response to my complaint.

  
  

• Initial Complaint

  06/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was overcharged for the oil change I requested. I pointed this out to manager, Eril and he told me that I had to contact the corporate office to get a refund. I have sent 3 emails and gave a bad review and still have not been contacted by the corporate office. This happen on Feb 6, 2023. Third email was sent on May 1. The review company did contact me and told me they would forward my complaint, but still no contact from corporate office.

  Customer response

  06/22/2023

  I have not heard from the business in response to my complaint.

  
  

• Initial Complaint

  05/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am a senior and on Sunday, they give a senior discount on oil change. I went last Sunday and they no longer offer or would not honor the discount. They should communicate they no longer offer but didn't. I also have a oil sticker and it sayes give to them and they will give $5 discount and they no longer honor. I ask the person in charge for corporate phone # and he said he didn't know the phone number I google and found corporate phone and I told lady not right and I also wa t the area manager to call me and he never did. Bad business practices, not honoring their discounts.

  Customer response

  06/07/2023

  I have not heard from the business in response to my complaint.

  
  

• Initial Complaint

  05/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I got my oil changed last by Strickland Brothers 10 months ago I don't drive this car often it was not my main car. I had someone attempt to change my oil a couple months ago and I was informed that they could not get the bottom piece off with just a normal tool and that whoever changed my oil in the company last must have used some power tool and I needed to take it back there they could only give me new oil and send me down the road. I put this car aside because I didn't have time to deal with it I had another car to drive. I finally found time to take it back to Strickland Brothers they attempted to change my oil then they told that the piece was stripped and it would have to be cut off and removed and whoever the last person was who changed it messed it up. I left the gentleman know that the last person who changed it was their company and he said that was impossible because they didn't touch my car for 10 months. Strickland Brothers is the last place that I had an oil change I don't drive my car often it was not main car. I had to pay full price for an oil change yesterday that wasn't even completed. And now I have to get car maintenance done to get my car fixed after the oil change they did 10 months ago. Sadly when I was in there and I was feeling like I was being spoken down to by the gentleman about my car information being messed up I am terrified of men already. And to be told I was wrong about who got my oil changed last by telling me that I was pretty much crazy because they haven't changed my oil for 10 months. I didn't know how much more to explain that I did not drive this car often it was not needed and now my car is messed up and needs fixed.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  They damaged my vehicle and refused to fix it. They stripped my screw to my oil pan and said to take it elsewhere.

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I went for an oil change when the tech told me my blinker light was out and said they could replace it so i said ok to the service and they started the replacement my main head light we’re working normally when doing so as they were changing it they told me it was working once i left i had to go back because it wasn’t properly installed and the turn signal would not work i went back for them to fix it and in doing so my clip to my main headlight was broke. In the process which is cause my main headlight not to work properly and won’t stay plugged in like it’s needed to be . I went back to address the issue and they stated they don’t have a clip to fix it so i would need to get a while new headlight or that i could super glue it so it can stay . I am looking to just get my headlight repaired back to its original state when it was working.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received an oil change at Strickland brothers on February 23 about two mybe three days later I was leaking oil my husband ask why was I leaking oil an I just had a oil change so went back to the place they tried to rectifie the issue but it was ultimately too late. The damage was already done Ultimately, the reason I was leaking oil was because their employee left my oil filter loose any calls oil to get inside of my engine which now the whole engine Hass to be replaced and I am receiving very unwelcome in text messages from one of the supervisors telling me not to contact him or call him or come to any of his business after his employee messed my car up now I’m basically coming to you guys for extra help. If I need to present anything moving forward, I will. I have kept all receipts and all text messages between me and the supervisor.

  Business response

  05/02/2023

  We are writing to provide you with an update regarding the complaint filed by this customer regarding the service we provided to her vehicle. We want to provide you with a clear and accurate account of the events that have transpired.
  On 23Feb2023, we provided service to her vehicle, which included an oil change. A few days later, she returned with an oil leak and we promptly redid the oil change and double-checked that it was done correctly.
  Around a week later, on approximately 13Mar2023, she returned to us complaining that something was still wrong with her car. We advised her to get a diagnostic done and that we would reimburse her when we received the diagnostic report from the shop.
  On 28Mar2023, she submitted a receipt for the diagnostics being performed but failed to provide the actual report despite our multiple requests for it. On 19Apr2023, she submitted a repair estimate for her timing chain, claiming that we needed to repair her car.
  After speaking to her mechanic and conducting a thorough investigation, we found that there was no evidence that the bad oil change led to the timing chain going bad. In fact, for the make and model of her car (**** ***** ********), there is a known issue with the timing chains going bad between 80k and 120k miles. The customer has 140+k miles on her vehicle and has admitted that she has had no work done on it.
  Yesterday, we sent her a letter informing her that, based on this information, we would be denying her damage claim with us.
  We hope that this information provides you with a better understanding of the situation. If you have any further questions or require additional information, please do not hesitate to contact us.

  Customer response

  05/02/2023

   I am rejecting this response because: that is so not true icn give you guys the person who is working on my car an he would most definitely say different the area manager failed to stay in touch an once he did get in touch with me he was really angry Idnt knw why but since this started he has been on edge trying to find anyway out of this entire thing but what caused damage to my vehicle was their ex employee left my oil filter loose which led to my engine not getting oil by they tried to fix it but the damage was already done an that’s is what the mechanic explained to the manager at the time he’s just not saying that I have given him everything he has ask an so has my mechanic this is honestly 
  
  
  

• Initial Complaint

  03/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 2/4/23 I went to this location to get an oil change, as I did not have time to go to my regular dealership for service because I was heading out of town and its location is out of my town. I proceeded to Strickland's and it was uneventful, until the end. The service technician, spoke to me as he was servicing (I am in the car in the stall) and he comes to me and says " your filter is really clean and we don't need to change it, with my red filter in hand he asks, where did you get it?" I explained that I usually get my services from ****** **** in ** ****. He stated " I didn't think Ford made good filters and asked if I knew if they were hiring." He also stated "I only had to top off the wiper fluid." The invoice was brought to me and I was amazed that it read $87.72. I didn't question it at the time but made mental note. I later looked back at the receipt and noticed that, change oil filter had been checked off and as the tech stated no other fluids were added except for wiper fluid and 5 quarts of synthetic oil. I returned to the location about 2 weeks later and spoke with the manager, asking why was change oil filter checked when it wasn't changed. Secondly, how was this service $87.72 and provided him the receipt? His response was, "we always change the filter," to which I offered for him to look at my red filter still installed, he declined, then said "there's no cost attached so we didn't charge you and the 5 quarts of special oil was $87.72 that's what you paid for." I said "really, I find that hard to believe and I will be contacting the BBB" he said "go ahead." It was the mileage that brought me in for the change, I have run over what was listed by about 1000.

  Business response

  03/30/2023

  Hey, neighbor. Thank you for your time and I apologize for any inconvenience caused. As a company, we take pride in providing excellent customer service. It's our goal to prevent similar incidents. An area manager will contact you to discuss your concerns with you as soon as possible.

  Customer response

  04/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. However, I have not received any communication as of yet. What would be the steps to follow should I not be contacted, in a timely matter?

• Initial Complaint

  02/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my oil change on February 1 2023 in the afternoon in ********** **** ** **** ** . And everything was working fine before the change of oil. And when I left there my car was driven slow and it wouldn’t go as usual . I was told it was the change of oil and left it like that. Days after I went to heat up the car and it had a funny noise. So yesturday february 18 saturday I went to drive of my car and the noise was worse and iis leaking oil. I think it was over filled and the oil filter wasn’t put right tight. Or they put the wrong filter. But I want to solve this problem . Please call me at *** *** **** ***** ********.

  Business response

  03/02/2023

  Hey, neighbor. I appreciate your time and apologize for the inconvenience. It is our pride to provide excellent customer service. You will be contacted by an area manager to discuss your concerns.

*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. ↩