Complaints

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to **** kar to get an oil change 8/20/2024 because my oil light came on my car and my car needed to get the oil changed. I went during my lunch break. When I got there I was convinced to get something called a flush which I was told would help my car. I went ahead and did the flush and oil change. They sent me into the lobby and said that it would take about 10-15min. About 5min later they call me outside to talk to me and showed me my filter and proceeded to tell me about a recall that was being done on kias and Hondas for their engine. The *** told me to keep that in mind I didnt think anything of it and said okay. They told me I can go back inside and theyll be done shortly. I went back inside and after my car was finished I payed and left back to work. After I got out of work I drove to go get my daughter from school, my job is 40-45min from The city I live. When I exited off the highway, my car completely shut off on me and popped up a message saying battery discharge warning please use the system after starting the vehicle. The police came to push me out of traffic and I ended up calling a family member for help. The car was on but wouldnt turn on to drive We went to autozone to buy another battery thinking it was the battery I spent $241.14 for the battery. After replacing the battery my breaks locked up and the car began to smoke really bad. Leaving the car un drivable. I had to tow it back home. The next day 8/21/2024 I towed it to a different auto shop and they told me that the engine got blown out due to there being no oil in the car. They told me it was going to be $4,541.82 just to fix. My car was driving before i took it to go get an oil change and the flush and now the car is un drivable.

  Business response

  09/06/2024

  Dear BBB and *****************************,

            Kwik ******** & **** takes all customer claims very seriously, and we are committed to addressing your concerns promptly and professionally.

  After receiving your call regarding your vehicle breaking down and being taken to a shop in *************, our District Manager, *******************, personally visited the shop to inspect the vehicle. Upon arrival, **** spoke with the representative at the counter and requested the keys to your *******. During his inspection, he confirmed that the oil level was full, clean, and at the correct level. This was also verified by the technician at the shop as well.  Additionally, there were no signs of any oil leaks from the oil filter as well. **** communicated these findings to you during a follow-up call, assuring you that the oil change performed by our team met our service standards, and the oil level was indeed full at the time of inspection.

  We have attached a copy of the invoice from your visit, which highlights several pre-existing issues with the vehicle that were documented before the oil change service was performed. To ensure transparency, we took the extra step of having you sign next to the notations where these issues were identified.

  We understand how unfortunate this situation is, and it is worth noting that *** and ******* vehicles have been known to experience engine problems, with some models even being subject to recalls for engine failure. A quick search online can provide more information on this widespread issue.

  At this time, Kwik Kar Lube & Tune respectfully denies any responsibility for wrongdoing or negligent service.

  Sincerely,

  *************************
  Kwik Kar Lube & Tune

  
  

  Customer response

  09/06/2024

  Complaint: 22188893
  
  I am rejecting this response because:
  
  Regards,
  
  *****************************

  Customer response

  09/06/2024

  Complaint: 22188893
  I am rejecting this response because I dont feel like anything is being done about the situation. When taken to the shop I was told there was no oil in the car and was given a quote of how much it was going to be to fix the engine. The car was drivable until I took it to get an oil change and flush then not even 40min later the car completely shuts off on me while Im driving. I have reached out to the manager prior to BBB being involved and did not receive a response via email like requested so I proceeded to ask again to follow up. I then received a response via phone saying that he was reaching out because of BBB. 
  
  Regards,
  
  *****************************

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On June 23rd we took my husband's work truck to Kwik Kar of Watauga for some work to be done. They completed a diagnostic evaluation and determined that the water pump needed to be replaced as well as the trnasmission. We authorized the repairs, picked up the truck on July 11th, paid $8,075 for the repairs which includes a preventative maintenance warranty for 3 months or ***** miles from the date of service. Two days later on July 13th the truck broke down on the side of the road again. We immeditley contacted the company let them know it broke down, and they offered to have the car towed back to their location at their cost, or else we would have used our own roadside assistance . Since then they have now guessed at several other repairs that need to be made, all at an additonal cost, although the truck had NONE of these new issues until after they installed the new transmission. They are now refusing to make anymore repairs without more money, and no guarantee that this will actualkly repair the vehicle to working condition, and they are denying the warranty they offer to reapir the new issues that were caused as a result of their work. The truck now makes a whistling sound while accelerating, and a grinding sound when shifting. We can no longer use our professionally installed hazard lights due to their repairs, nor will they make the proper repairs to get the vehcile back to running. and they won't release the vehicle without more payment even though the warranty at the bottom of their invoice is clearly stated.

*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. ↩