Complaints

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2021 ******* ****** to Take 5 in Powdersville, SC for an oil change on Tuesday morning, October 31, 2023. I had no previous issues with my vehicle, but as I accelerated out of the exit of the oil bay, my car's transmission slipped into Neutral. After trying several times to drive away, each time the car went into "limp mode." I could idle my car around the building and the employees at Take 5 drained the oil (assuming they put oil in my car the first time) and replaced it with an oil of different viscosity. After the second round, my car did the same thing - slipped into "limp mode" so that I could not drive. The manager, Ken, reset my battery and after a few minutes, I was able to drive away. Ken assured me if I had any issues with my car that Take 5 would be responsible. A week later my car went into "limp mode" again. I took it to a ******* dealership and they only would perform a complete rebuild of my transmission. I decided to get a second opinion and brought my vehicle to my mechanic. He was able to repair the vehicle, but it cost me $2,511.40. I was without my car from November 7 until December 19. From November 7 until now, I have called Take 5 repeatedly. I requested surveillance footage for proof of the oil change but never received it from the previous manager, Ken. I sent him my invoices, which he sent to his District Manager, Tommy. Tommy reached out at the beginning of January sharing that Ken has been moved to another location, and Nick is the new manager. I learned from Nick that Take 5 switched to a new software system, so all surveillance videos were "lost." My concerns are: - That Take 5 originally put the wrong oil (or NO oil) in my vehicle causing the damage. - The damage was already done before Take 5 replaced the oil in my car. - Because Take 5 replaced the oil in my car, and my mechanic saw I had oil in it, it's allowing them to avoid responsibility for the transmission issues. - They lied about having surveillance video.

  Business response

  01/19/2024

  Mr. ******** came to our facility on 10/31/2023 for an oil change service. Mr. ******** received the service and purchased an air filter. After the services were complete Mr. ******** proceeded to drive away when his car went into limp mode and wouldn’t accelerate as normal. He then pulled back into the shop where the manager could check the car for any issues. During the inspection, the manager determined that everything was correct. The plug was tight, the oil filter was tight, and the oil level was safe. The manager explained all of this to Mr. ******** and Mr. ******** then requested for him to check the engine light code and try to clear it. The manager was able to clear the code, but nothing changed with the vehicle. The manager then offered to change the oil again just for Mr. ********** peace of mind, the same type of oil and filter was used. After that service, the car was still in limp mode. The manager then took one more step to help Mr. ******** and disconnected the battery so that the ECU could reset. After hooking the battery back up the car started and was running as it should. On 1/10/2024 Mr. ******** called the shop stating that the car went back into limp mode. He informed us that he had taken the car to the dealership, and they told him it was an issue with the transmission not the oil change. At this point Mr. ******** wanted a second opinion, so he then took the vehicle to ******** ********** on 1/10/2024. The mechanic found that the car needed a new Intake Cam VVT Gear and Solenoid along with a new timing chain from excessive wear. No work was ever approved by us, and we were not notified of the car going to a repair facility until after the fact. The mechanic stated that he didn’t know how an oil change would cause this. He also put in his finding the cause of the issues is unknown. On 1/15/2024 Mr. ******** was contacted and informed that we were denying the claim based on the findings from the mechanic. 

  Customer response

  01/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I reject their response. First, they are missing key dates in the timeline. I went to Take 5 Oil Change on Saturday, November 11 and spoke with the former manager Ken. At this point I shared with Ken that my car went into the shop at **** ******* ******* early in the week, and then I brought it to my mechanic for a second opinion. My mechanic is the one that made the repairs. **** ***** ******* would only fully replace the transmission, while my mechanic was willing to make all of these repairs. On Saturday, November 11, I informed Ken (the former manager) of the issues and what my mechanic planned to do. He assured me that representatives from Take 5 would come by and make sure there was no issues with the oil pressure/level and take pictures to send to the regional boss. That never happened. 

  Another reason I reject this response is their claim that I did not inform them of the repairs my car needed. I called Take 5 several times, and spoke with Ken several times. In December, (12/22/2023) he led me to believe that I would receive a reimbursement for the damages. 

   

  Regards,
  
  ****** ********

  Business response

  01/22/2024

  Our invoice from Mr. ********** service is dated 10/31/23. I have attached this document. A representative from Take 5 was sent to the mechanic to assess the vehicle and speak with the mechanic on his findings (Tommy). Tommy explained to us that the issue had nothing to do with the transmission. The customer needed to have a Cam VVT gear and solenoid replaced. These are both motor repairs, not transmission repairs. Tommy then informed us that he did not see how an oil change would cause this issue. It was upon this conversation, which we have documented, that we decided to deny Mr. ********** claim.

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