Complaints

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 28th 2024 at 3:21pm I had my oil changed at 795 Center Rd West Seneca NY 14224.The car had 106372mi on it. Jayden was the "Lube Tech" doing the work under the car. On the afternoon of May 6th while traveling west on Herr Rd I made a left turn onto Lemon Street in the town of Angola, NY 14006. My car stalled out and all dash lights came on. Here is the short version of the story, On May 6th, The car was towed by *** to my home. MY Dad a former ASE Certified Automobile Technician and former A-Tech at a local dealership, determined that the oil drain plug had fallen out and TNT express lube employees were the last ones to touch the drain plug and that was on March 28th 2024 In early June My Dad stopped in and talked to a person who claimed to be the manager at TNT 795 center rd West Seneca NY. The manager looked up the oil change records and said that they fired that kid (Jayden, Lube tech) a couple weeks back for "failing to pay attention to detail". The manager said my Dad should call Gordon at the East Aurora Location. When he called Gordon that same day, Gordon told him he would pass the info onto the Owner. A few days later my Dad received a phone call from "Anthony". My Dad explained to Anthony what happened and his response was he would look into it. With no return call in over 4 weeks, My Dad called Gordon again on July 11th. Gordon again said he would forward my number to the owner. It is now July 18th and still no return call from the owner. Had TNT Express lube employee Jayden, used a torque wrench to tighten the drain plug to spec (25.3 - 32.5 Lb-ft) and not just finger tight, it would NOT have fallen out". I do not believe I should have to pay to have my engine replace due to the actions of a incompetent/negligent employee. I want TNT Express lube to cover all parts and labor as necessary to replace the engine with the same or lessor miles and provide me with a rental car at their expense while my vehicle is being replaced.

  Business response

  07/31/2024

  BBB spoke to the business and the following was relayed:We changed the oil.  Like a month later she comes in and says we need to give her a new engine because the oil plug fell out.  If the oil plug fell out because of work that we did, it would have happened almost immediately, definitely within a couple days.  Not a month later.  We did not cause her issues.  We are not responsible to give her a new engine.  The car has over 100,000 miles on it and no damage was caused by the oil change work that we did months ago.  

  Customer response

  08/05/2024

  This is in reference to complaint number ********, I do not agree with TNT Express Lube. They were the last ones to remove and install the oil drain plug on my car and if they would have properly tightened the drain plug to the factory torque specs, the plug would have remained in the oil pan and the oil would have never fell out, resulting in damage to my engine.
  
  
  
  

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/29/24 went for an oil change on a 2022 ****** **********, they accidentally drained my transmission fluid and double filled the oil. I pulled out and got to the light and it started jerking and the dashboard lite up with all kinds of warnings. I immediately turned around and went back. ( about 2 or 3 blocks), Assistant manager quickly found what had happened and was very apologetic, they drained all oil and refilled, they didn’t know how to fill trans fluid called manager , he came from w Seneca, went to *** ***** bought some kid of fluid , had to call someone else to figure out how to replace it, was rude, condescending and unapologetic. I had to ask to have it put in writing and to be reimbursed , when driving there were noices and studderings that told us all was not ok, had ****** dealer checked it out said needs a transmission replacement at a price of $9,400.79. ****** said fluid was black/grey/brown with small amounts of metal and pump was severely loud

  Business response

  03/25/2024

  This is an insurance matter.  It is going through our insurance company.  I provided her with all of my insurance company information and they are working with her.  My understanding is that they put her in a rental car that she is still in today.  I also told her that if the insurance company did not provide a rental to let me know, and that I would pay for her rental.  I'm sorry she is going through this but from day 1 I have been everything I can to try and help.  The matter is in the hands of the insurance company now.  The insurance company is making the decisions.  If she has an issue with how the insruance company is handling things, that is between her and the insurance company.  That is why I have insurance, for instances like this.  I am, and always have been, more than willing to help in areas that I can.  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. ↩