Complaints

• Initial Complaint

  02/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 1/21/2023 that morning me and my husband took our cars to Strickland Brothers 10 Minute Oil in ******* ** for a oil change. We pulled our cars in to get the oil change and they where two young people working at that location. They changed our air filter and couldn't put them pack in. After putting it in and out several times they finally got it back in. You should know how to change a air filter without a problem. They did not fill our windshield wiper fluid or check our air pressure. When asked they said they did but we know they didn't because we stayed in the car while they did it. There customer services was terrible and we where very disappointed. They didn't reset my maintenance light after they changed the oil. On 1/28/2023 the check engine light came on and it's saying change oil soon and it's only been a week since our oil change. We took our cars to someone else to check them out and when they took the air filter off everything fell out and we barley had oil in them. It was terrible and I want to be refund for the sorry job they did. They didn't do something right and all they cared about was getting cars in and out. Not whether or not they did everything they where suppose to for great customer services. We will not go back there anymore.

  Business response

  02/06/2023

  Hey, neighbor. I appreciate your time and apologize for the inconvenience. It is our pride to provide excellent customer service. As a team, we are striving to prevent something like this from happening in the future. You will be contacted by an area manager to discuss your concerns.

• Initial Complaint

  01/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May of 2022 I trusted in Stricklands 10 Minute Oil change, on university pkwy, to change the oil in my 2018 BMW X3. As the employees were finishing up on our oil change they asked us to start the car. When the car was started the oil cap flew off and oil went all over my engine and inner hood. This was the first issue. The manager, Travis, then went to fix this issue, and created an even bigger issue. As Travis was standing on a stool, and leaning on the inner workings of my car to figure out the issue, he busted the overflow reservoir on my car. Travis had to call in his store manager for them to decide what to do with my car. At this point I was sure that Stricklands employees would take full responsibility. I was wrong. They claimed it would take a couple days to fix my car and they’d let me know when to pick it up. They also told me that, even though my car wasn’t running because of them, that they could not get me a rental car. As the store manager was looking at the car — the employee who was responsible for the first issue on my car talked to us. This employee ended up trying to sell me more than an oil change (******* *********s). I notified the manager of this, but i’m now concerned, because obviously this store lacks big time in management skills. Being 8 months pregnant at the time, and only owning one car, this really inconvenienced me. I intended to get in touch with the owner, but with Travis’ promise to fix the car and follow up with my next oil change for free, I let it go. On top of all the inconveniences this business has already thrown at me; I’ve been in touch with their employees every day this week to follow up on their promises. I always talk to someone, mainly Travis, and he continually tells me that he remembers the situation, but he’ll have to ‘call me back’ yet never makes it around to it. I’m so disappointed in this businesses management skills, as well as the business etiquette this store is practicing being entirely unacceptable.

  Business response

  02/06/2023

  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. A customer service representative will contact you to discuss your concerns with you as soon as possible.

  Customer response

  02/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  Looking forward with hopes that I will actually hear from someone, instead of being strung along like i have been thus far. 

• Initial Complaint

  09/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  September 10 I went to Strickland Brothers for a general oil change. Tony began to go over with me what type of oil I needed it for my car. While talking with Tony P***** the manager interrupted stating that they did not have the right oil filter. I asked what did that mean and P***** stated that I should go get one. I told him I did not have the time and I can come back another day. I asked explicitly whether my car was able to drive off the lot. P***** told me more than once that the car was fine to drive off. I got yards away and my engine completely seized due to no oil whatsoever. P***** ran to the car assured me again that that could not be the case all to find out that it was “a communication issue within staff and that they drained the car of oil. “ Daniel the general manager got on the phone to tell me that they would cover a rental up to 100/day and that my car would be towed and fixed. It is now a week and I’ve received nothing in writing. I have been paying for a rental out of pocket with no estimated time of anything. I have video of them admitting fault

  Business response

  09/19/2022

  Hi ******,

  I greatly apologize for your inconvenience. I am aware of the situation, as I have spoken to you, your father, and your mother several times last week. I have personally been kept in the loop on this issue. The claim has in fact been sent to our insurance company(Traveler's) as of Friday, September 16, 2022 at 3:30pm EST. We did work diligently all week last week on this and getting the information so that we could get everything submitted. The next step now is for the insurance to reach out to you and get your rental car set up, as well as your reimbursement for the rental you paid for out of pocket for. I will make sure that I follow up with the insurance company so that they get in contact with you.

   

  Best Regards,

   

  Tanicia S****

• Initial Complaint

  08/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 8/11 at 2:45pm, I took my elderly relative's car in for inspection. The wait was approximately 15 minutes, then the car was in the bay for 45 minutes, while I waited outside. At 3:45 pm, the employee was finished and told me I needed to enter the lobby and wait at a sliding glass window facing into the bay for him to take payment, which I declined, since I was already waiting outside, ready to go, cash in hand. He became visibly angry and clearly was not going to walk over to the entrance of the bay to take payment. To avoid conflict, I walked over to give him the cash, a few feet into the bay. He then told me I wasn't allowed in the bay, which was unexpected and odd since they had me drive the car into the bay and get out for the inspection in the first place. I waited near the garage door at the bumper of the car, and after returning with the receipt he again told me I couldn't be in the bay, so I knew at that point this was meant to be confrontational. As I was leaving, the manager?, Andy, asked me how the visit went, so I told him. He confirmed I was not required to wait / pay at the lobby window, but offered no apology / or to address the issue. He instead excused the behavior, saying for liability customers couldn't be in the bay, which I understood, but that wasn't the issue. He then oddly redirected by asking me how long I'd lived in town and if I knew ******** was based in town? The manager's lack of professionalism with this brush off was honestly as bad as the employee rudeness earlier. I told him I would bring my other vehicle in for inspection in a last ditch hope he would make some assurance next time would be different, but he again gave no indication there had even been a problem. I called in a complaint, but have not received a call back yet from corporate. I do not wish to be contacted by the location manager, since I believe his behavior is why the employee felt they could act this way. I will not be returning to this location.

  Business response

  08/17/2022

  Hi ****, 

   

  I am very sorry about your experience. We value our customers and want them to have the best experience at all times. I will be sure that you are contacted promptly to get this issue resolved by the Area Manager for that that store.

   

  Best Regards,

   

  Tanicia

  Business response

  08/23/2022

  Hi *******!

   

  I am trying to respond to this complaint, and it won’t let me. Please see below for the message from the regional manager.

   

  ****, I’m Joshua I would like to extend an apology for your visit with us not being pleasurable. We at Strickland Brothers strive for professionalism, customer satisfaction, and your safety. You were asked not to stand in the garage to ensure your safety during your visit. I was present the day of your visit when Andy introduced himself to you and greeted you with a handshake. Andy and I would have gladly addressed any of your concerns while engaged in conversation with you, had we been made aware of any. I would again like to apologize for any misunderstandings that you had from your visit with us.

   

  Best Regards,

   

  Tanicia

   

   

   

   

  Customer response

  08/23/2022

   I am rejecting this response because:
  
  There was no misunderstanding, and the manager, Andy, was made fully aware of the issue. Joshua was either equally disinterested in addressing the issue, or not paying any attention to the conversation. This response again excuses the conduct by mentioning policy, implying some supposed wrongdoing on my part by being forced to hand the employee cash in the bay since he was confrontational and angry that I would not pay through the lobby window. There is clearly no interest to address the actual complaint, and the response provided is obviously intended to be dismissive.

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 5/9/22 at approximately 8:15 am I took my 2020 Silverado, with roughly 22,300 miles on it, to Strickland Brothers 10 Minute Oil Change at 8004 Marketplace Drive in Oak Ridge North Carolina and requested a NC state inspection. The technician stated that I had to get out this time and let her pull the truck in the bay. (Historically I have pulled my vehicles in myself and sat inside while inspections/oil changes have been performed at this location.) I said OK and exited the vehicle for the technician. By the time I had reached their lobby, the technicians had popped my left front tire while attempting to pull it into the bay. The real damage came when they decided they needed to pull the truck into the parking lot and park it to work on the tire/rim after it was flat. This is when they drove my truck around causing the tire to separate from the rim. This caused the rim to contact the asphalt and concrete surfaces which damaged the wheel/rim. I requested that both the tire and rim be replaced as the fault was all theirs. The lead technician onsite said they would get a tire, but it would take most of the day. I stated it needed a new wheel as well. Technician stated that his district manager was trying to make him put a "mismatched" used tire on the vehicle and was not going to replace the wheel, as if they were doing me a favor by replacing the tire they destroyed. I asked who owed the place, answer was, "we are not allowed to tell anyone who owns it". (It took all of 5min to discover it was Justin S********* of Strickland Brothers.) They offered no one else to call or talk to, actually made a point of saying that was all they were allowed to do. I told the technician that I found who owned the store and would be filing a complaint or small claims suit. This is a simple case of, they damaged my vehicle while in their possession and refused to fix their damage. The attached photo shows wheel damage. It gets worse as you look left in the photo.

  Business response

  05/25/2022

  To whom it may concern:

  
  

  This incident and damage claim is currently being investigated. The area manager for the location this incident occurred has been in contact with the customer and is in the process of finding a satisfactory resolution. Strickland Brothers originally paid an invoice in the amount of $259.39 to cover the replacement of the tire (invoice attached) and was unaware of any further damage. Now that we are aware, we will continue to communicate with this customer until we find a solution that satisfies all parties.

  
  

  Thank you.

  Customer response

  05/25/2022

   I am rejecting this response because:
  
  Strickland's response suggests that they did not know the wheel/rim was damaged.  This is an absolute UNTRUTH as the supervisor onsite stated on the day of the incident, "My district manager is trying to make me buy a used, mismatched tire.  I got you a new tire, but they said they are not going to do anything about the rim".  This is a direct quote from Michael, who was the supervisor onsite that day.  This would be the SAME manager now stating in writing that he had no knowledge of the damage.

  
  

  Again, as stated in my original complaint, they acted like they were doing me a favor by replacing the tire that they destroyed.  Their response indicates the same.  They are acting proud of the fact they replaced the tire they destroyed.  Now they need to be proud of replacing the rim they destroyed as well.  

  
  

  If you read their other complaint responses, this is typical of Strickland Brother's (take no accountability for their incompetence) approach to these complaints.

  
  

  They say they will continue to communicate with the customer...  The only communication we need is to know when to pick up the new rim.  This is a 2020 truck with 22,000 miles.  This was an original tire that had never been off the rim before meeting Strickland Bother's.  (This complaint if for the quick oil change in Oak Ridge, NC now owned by Strickland Borther's.  The building still says "Valvoline")

  
  

  The only thing I have heard from Strickland Brother's was an email request for a picture of the wheel.  They claimed they could not see the picture on the BBB complaint.  They could see the picture through the BBB.   This is a deceptive tactic they use to try and say they are communicating with the customer when they are really not communicating.   They have said nothing to me about replacing the wheel and I have had no further communications with them.

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/29/22 – I went to the Strickland Brothers of Elkin, NC for an oil change. Prior to my oil change I had no known issues with my vehicle. I waited for over an hour due to the shop being short staffed.The very next day 3/30 I was on my way home from baseball practice. My car broke down in the middle of a busy highway. Completely locked up. My oil light, battery light, and check engine light all flashed on before the car shut off. There was oil under my car. I left my car on the side of the road overnight. Immediately, Thurs morning 3/31/22 beginning at 6:30am, I begin calling the Strickland until I was able to get someone. The manager Bobby assisted me and stated that they would pay for the tow with the company card for my car to be towed so they could look at it. I asked to be advised as soon as my car was there as I wanted to be on site. No one called me until hours later. I was told, the car was fine, the oil was clean, the oil was full, and the filter was tight. There was nothing they could do. I disagreed with the manager and seeked help from supervisor and regional manager. I was asked to come in the shop and file a claim which I did. Per the supervisor Michael. They "verbally denied my claim and suggested it was the cam shaft". I requested a written copy of the report/complaint and the comments from “corporate” on why they are denying my claim, copies of the photos they took of my car and the comments on what they are stating is wrong with my vehicle. Michael told me that they have nothing to give me in writing. He and the regional manager reviewed and researched the claim together – Aiden King and verbally agreed the car is fine and they aren't liable. I requested to meet in person with Sheriff so I could file an incident report. They refused. Then told me, I NOW couldn't have my car back until I paid the towing bill from having it towed there. It has been 6 days, they still have my car. It's still broke No one is helping me and now I get a tow bill!

  Business response

  04/07/2022

  On 3.29.22 ****** brought her vehicle to the service center for an oil change. The service was performed and she left with no issue to the vehicle.
  On 3.31.22 she called the store and stated that the vehicle had stalled out on the roadway and multiple people had stopped to help and looked at the vehicle. One of the people that stopped to help told her that there was oil underneath her vehicle, at this point ****** called the service center and had her vehicle towed to the location.
  The store manager paid for this tow on the company credit card and looked over the vehicle. Based on the pictures the store manager took, the codes that were pulled from the vehicle and the vehicles service history we cannot find the shop liable for this situation. 
  The dipstick shows the vehicle to be full of oil, the oil filter shows no signs of failure and the drain plug shows no signs of leaking. The codes that show up on the vehicle point towards an unrelated mechanical issue. 
  During my direct conversations with ****** she stated she had 1 oil change in between the time at our service center at a shop in State Road, the shop name could not be verified. The first service with us was on 2.12.19 and the most recent being 3.29.22 so there is over a 3 year gap in verifiable services. 
  The situation was handled incorrectly when the store manager paid for the tow to our shop and this manager has been counseled on how it was handled. Also the vehicle is free to be released and we as the company will absorb the cost of this tow for the mishandling of this situation.
  I apologize for the mishandling of the situation which as stated we have taken care of but we still cannot find ourselves liable for this vehicle.
  
  

  Customer response

  04/08/2022

   I am rejecting this response because my car was in working condition and no issues until my oil change. I have maintained my vehicle through the years, unlike they claim. They didn't even provide me with an invoice IN MY NAME so how can they comment on the maintenance of my vehicle? I wasnt even properly put in the system. It was in my fathers name who has a few times took my car for an oil change for me when I couldnt. I am a single mom...It was 9:00 at night when someone looked under my vehicle. No one worked on my car. What do expect people to do when their car breaks down in the middle of the highway... The issues they are saying is NOW wrong with my car is a cam shaft. After further research the Cam shaft can be ruined by an oil leak. Unfortunately Strickland Brothers preformed a bad oil change. Of course everything is now perfect for their photos they have had my vehicle for 7 days. Who knows what they did, cleaned up, and tightened up for their records. They can clean up their mess and claim they aren't liable. DONT COMPANIES LIKE STRICKLAND HAVE INSURANCE FOR THINGS LIKE THIS?? I'M NOT ASKING FOR A SETTLEMENT. IM ASKING FOR MY CAR TO RUN. IT WAS PERFECTLY FINE UNTIL MY OIL CHANGE.

*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. ↩