ComplaintsforSnappy Lube, Inc.

• Initial Complaint

  06/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took car in for oil change (the first and only since I’ve owned the car) the oil drain plug was left out or not tightened all the way causing the car to leak oil and eventually motor locked up. I’ve tried contacting them and their corporate office with no response and a lot of run around I have all the documentation proving they were the only ones to work on car and I have paperwork for the diagnostic which I paid out of pocket

  Business response

  06/06/2022

  We here at Snappy Lube take all customer complaints and/or issues very seriously. We try to work with anyone that may have any concerns. Our customers are our top priority. Regarding complaint #********, the customer in question owns a 2013 Hyundai Sonata 4cyl 2.4L sedan. They came to our establishment at 1602 Tarboro St, Wilson NC on 4/1/2022. Upon arrival the customer asked for an oil change. The technicians pulled the vehicle in and started looking over the vehicle. At our establishments we include a free 17-point check with all oil changes to help address all other services the vehicle may be due for. Upon pulling the vehicle in, the technicians noticed the vehicle was hesitant and sluggish, there was no oil present on the oil dipstick PRIOR to service. The customer was notified about this when the technician was going over the 17-point check review. Upon dismissing the facts, the car had no oil prior, they also declined all other services including, but not limited to, an engine cleaner and an oil treatment that would slowdown the burning of oil. So, we did just the oil change and sent them on their way. Protocol at our establishments have a 30-second code rule. Which insures a second technician puts a wrench on the oil plug and a hand on the oil filter to insure both are tight and secure after the first technician is done with the oil change. We always have one technician that drains and fills and then a different technician double checks behind them to minimize the risk for mistakes. Now on 5/12/22 the customer brought in an invoice from another shop. The invoice stats there was no oil in the engine. No oil plug in the engine. And the engine was seized up from lack of lubrication. This was the first time the customer reached out to us. The store manager took their information and passed it along to corporate. I received the complaint and customer information the next day and began an investigation into the situation. First thing to note is the vehicle drove 2,729 miles in the span of 3 weeks since the oil change was completed. Second thing to note is the fact that this vehicle with this engine has recalls for improper machining done at the manufacturing plant during the manufacturing process. Hyundai has recalled this engine for this reason. 2013 Hyundai Sonata Recalls | Cars.com. There are also several lights, alarms, and notifications that come standardly equipped on all modern vehicles that notify the driver if oil pressure and/or oil level gets too low. We also called the shop that the customer got the quote from. We spoke to the owner, and they confirmed there was no oil and no oil plug in the engine. He also stated that “it is very unlikely an oil plug stayed in for that long and then just fell out”. With everything taken into consideration, and as unfortunate as it is, we did not find any wrongdoing nor any neglect on our side. We were up front about the lack of oil in the engine from the start. We also double checked the oil plug and oil filter before it left the shop. They drove 2,729 miles since it was serviced with no complaints of any leaks up until the day the engine seized. Hyundai and Kia have multiple recalls on the 2.4L GDI engines which have a known seizing problem. We highly believe the customer removed the oil plug prior to having it towed, in hopes of benefiting from this unfortunate event. We take our customers views and values very seriously and will continue to do so. Thank you.

  Customer response

  06/08/2022

  
  Complaint: ********
  
  I am rejecting this response because: non of these services wer offered no 17 point check or anything, as a disabled person I took my car there trusting that I would receive great service as I have on all my cars before , but this is not the case this, why would I purposely remove a plug from my only source of transportation something that I rely on daily to get me back and forth to BOTH of my jobs which are now in jeopardy because of their lack of attention no matter what a drain plug shouldnt come lose for any reason if properly tightened 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  The incident happened today March 30, 2022. I drove to the Snappy Lube #2 located on *********** ******************************. I requested an inspection and exited my vehicle and headed toward the waiting room. I sat facing the door so I could observe my RX 400H LEXUS being worked on. One of the staff members indicated I needed a tail light and wiper blades. I asked him the price and stated it was okay to replace. I watched him open my trunk and rip the right panel with both hands and I exited the waiting room to ask him what he was doing. The manager came over immediately to say that he knew what he was doing. He explained they needed to enter in through the panel to fix the right tail light. I again went back to the waiting room. I watched him as he changed the light and closed the trunk. I paid $72.87 and drove away to inspect the panel. Of course, the trunk panel the staff member ripped with both hands is still not attached as it was before. I drove back to Snappy Lube, the manager immediately came over and I popped the trunk to show him the damage and that a portion was missing from the trunk. Two more staff members joined him and stated that my car was already like that. We went back and forth, the manager raises his voice and in return I raise mine. One of the staff members stated he was traumatized from his father yelling as a child and the manager grabbed the staff members arm and the two walk away. I replied I'm equally traumatized over my Lexus being damaged by them and they were all attempting to cover it up. The manager yelled ************ in angrily as if that was going to frighten me. The three men seemed very confrontational and it was obvious they were all going to stick to the story. One of the staff members stated he saw the missing piece to my trunk in the ground and the manager motioned for him to go get it. At this point, I videotaped the manager replacing the part. Obviously, I was telling the truth after all.

  Business response

  04/12/2022

  Business Response /* (1000, 5, 2022/03/31) */ We are aware of this issue. Our area manager reached out by phone this morning to attempt to get customer to come by so he could check it out and see what needed to be done to get this issue resolved. Consumer Response /* (3000, 7, 2022/03/31) */ Good afternoon, I spoke to the manager today at approximately 2:42pm and his response to me was, "I was instructed not to speak to you since you filed a claim with Better Business Bureau. It is obvious to me, that the company Snappy Lube #2 located at ******************************** wishes that I would just go away. I am certainly not going to go quietly until my Lexus trunk cover is properly replaced and repaired. Regards, ************

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