ComplaintsforTake 5 Oil Change

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Initial Complaint
03/09/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Transaction occurred on January 25, 2022 around 06:00 pm CST.I brought my own oil (Royal Purple 10w-30) and my own synthetic oil filter.My oil was stolen and replaced with cheap bulk oil, and the filter never put on.My service charge was $33.63 and that amount credited to my credit card.I need my 10w-30 **************** & synthetic filter replaced.Items ************ purchased from ********** Parts Store!
Business response
03/11/2022
I will need additional information to investigate this case.
How did the customer conclude that ********************** did not use the oil that he brought to the shop to service his vehicle? If the customer brought the oil, he would have seen the technicians adding the oil to the vehicle?
What filter was installed on the customer's vehicle if the Royal Purple filter was not installed?
Can the customer send pictures of the current filter installed on his vehicle?
Until the customer responds, I will contact the district manager of shop #*** and ask if he can pull the service video for review.
Customer response
03/13/2022

Complaint: ********

I am rejecting this response because:

Sincerely,

***********************
Customer response
03/14/2022
I gave them all the information that was needed. Both items were purchased at ********** Auto Parts. A 5 quart bottle of Royal Purple synthetic 10w-30 oil and a synthetic oil filter. I am repeating myself!!! I want the service refunded and the price of the oil & filter. You can send a credit to the local ********** for the oil & filter and a check to me for the service. I will go somewhere else to change my oil. When this is done I will remove my complaint and NOT until my demands are met!!!
Sincerely,
***********************
Business response
03/15/2022
The shop has stated no one stole this customers oil.
There would be no motivation to take a customers oil when every Take 5 shop has several hundred quarts of oil at their disposal. **************** tried to reach this customer by phone and the voice mail box was not set up. An email was sent to the customer and we have not received a response.
The case number created for this issue is TAK-******. See email below sent to customer in an attempt to gather more details about his concern.

From: *****************************
Sent: Wednesday, March 9, 2022 10:04 AM
To: ********************** <********************************>
Subject: TAK-261747

Good Morning ,

I attempted to reach out to you on your phone number provided on the email and the voicemail box has not been set up yet . please reach out to me so we can further discuss this matter you had with services .

Thank you ,
Initial Complaint
03/07/2022
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The level of service I received and what transpired on 2/4 was absolutely DIPLORABLE. I have been a very loyal customer and have been coming to ********************** on ****** for years. The staff were using profanity ("F" bombs) and arguing about the top off policy, among other things in front of me and all the customers in the garage; in which there was a child in the car next to me. An apparent supervisor out of uniform was cussing out and arguing with a technician in uniform, who finally started working on my car after an hour. I was there for an hour and 15 minutes!! They were not paying attention to the order of cars coming in, and took a car ahead of me, they were about to do it again until I yelled out my window that I was next! To make matters worse, the associate working on my car started to walk off continue his argument with the out of uniform supervisor. I had to yell out my window again, for him to comeback and finish the job so I could go. They were, disrespectful, and EXTREMELY UNPROFESSIONAL. Cursing in front of me and the other customers and a kid, as we weren't even there or as if we did not matter. I paid for **** poor UNPROFESSIONAL service. There was not even an apology, and when I sent an email to their customer service department and management, I have NOT received a response to-date! That was a MONTH AGO! I will no longer do business with this company. I would rather spend more time and be respected and appreciated as a customer, than deal with the HORRIBLE AND DISRESPECTFUL services that I received on Feb 4, 2022. My oil light is still on it has not gone off since my visit! I WANT TO BE CONTACTED BY THE REGIONAL MANAGER, since *************************, ********************************************************* nor ****************************************** bothered to even acknowledge the complaint I sent to all three referenced parties, via email, a month ago; NO REPLY! It seems no one wants to be accountable for their actions at all! Ticket# ******************
Business response
03/07/2022
I was unable to locate an email to customer service from *********************. It appears the customer did not call the customer service team as there are no calls to our corporate office from this customer's number .
************************* is no longer the district manager of shop #** but I will have the new district manager contact this customer to discuss the service received at shop #**.
Customer response
03/08/2022

Complaint: 16849537

I am rejecting this response because: I clearly stated in my complaint that an email was sent to customer services, and the other manager's email (not referencing Kegan). I would be more than happy to forward the original emails. However, thank you for confirming why Kegan did not respond. I look forward to speaking with the current District manager.

Respectfully,

****************************
Business response
03/11/2022
As I stated in my last response. the customer service team did not see the email sent from ****************. If we would have seen the email a team member would have responded. The email most like was directed to our spam folder. The customer can resend the email to ************************************* if she would like to forward it again.
Email was sent to the shop and district manager on March 7th. See below.

From: *******************
Sent: Monday, March 7, 2022 4:45 PM
To: *********************** <***************************************>
Cc: Take 5 Shop 88 <********************************************************>
Subject: TAK-261594

******,

Good afternoon.

Customer service received the below complaint from the BBB. The customer stated she sent an email to customer service, but no one on our team saw the email. It may have gone to the spam folder.

This customer is requesting a call back from the district manager as a solution to this case.

Please contact ***** at ************. See below.

Thank you

****
Customer response
03/15/2022

Complaint: 16849537

I am rejecting this response because: I have yet to speak with a member of management from Take 5, and my oil is still on. Unacceptable that no one has the decency to resolve this in a respectful and timely manner.

Sincerely,

***********************
Business response
03/18/2022
The customer service team has contacted the district manager again and requested that he contact *********************** to discuss her service issue.

From: *******************
Sent: Friday, March 18, 2022 12:45 PM
To: 'Take 5 Shop **' <********************************************************>
Cc: *********************** <***************************************>
Subject: FW: TAK-261594

Hi ******,

Customer *********************** responded back to our BBB complaint and stated she has not heard from the manager concerning her service issue at shop #**, This customer is requesting a call back from the district manager as a solution to this case.

Please contact ***** at ************. See below.

Thank you

****
Customer response
03/21/2022

Complaint: 16849537

I am rejecting this response because: The matter has not been resolved, I have not heard from a member of management, my change oil light is still on since I received "services" from Take 5, and I have not received any type of appropriate refund.

Sincerely,

***********************
Business response
11/06/2024
Hello,
I apologize for the late response to your BBB complaint and service issue. I realize it has been some time since the service issue, but I am reaching out to acknowledge and address your complaint. Please feel free to reach out if you have any further questions or concerns regarding your complaint. I have recently joined the Take 5 **************** team and am currently actively working to get a process in place to make sure we answer our customers complaint and address them as best we can. I thank you for your past business with us and hope that we can show how we are trying to improve with every customer that we serve. If the issue is resolved, please disregard.

Thank you.
Initial Complaint
02/14/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had a oil change that destroyed the engine of my **** Jaguar convertible. The Take 5 oil change location in downtown ******** failed to put the gasket on the plug and failed to s**** the plug into the pan of my car. The oil all shot out and that destroyed the engine. They have refused to pay the ******** I have in the car. In fact they want to pay book when the car has been restored. It is very upsetting. They attempted to get me to sign a non disclosure when the car is not fixed.
Business response
02/15/2022
Take 5 shop #*** is currently working to resolve this claim for the customer. Case #********** is currently open and in progress. The district manager and risk operations team is currently reviewing information to resolve this case.
Initial Complaint
02/09/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 1/5/2022 I received an oil change from Take 5 on *************. On 1/29/2022 my oil pressure warning popped up stating it was low. Slowly my car stopped and I coasted off the freeway to safety as soon as possible. I took my car to the dealership I purchased from to see what the issue was. They alerted me that my oil top was not replaced once my oil change was completed. Now my motor is blown on a 2014 **** Fusion!!!! My dealer stated that Im pretty much out of a car because the **** will be extensive and my insurance does not cover this type of situation!! I also still owe on this vehicle. Something needs to be done as this happened of no fault of my own. I keep up with my maintenance on time and this is very upsetting! Take 5 blew my motor due to negligence to finish the job properly. I need someone to contact me immediately.
Business response
02/11/2022
The corporate customer service team does not have a record of this customer contacting ********************** customer service concerning this issue, I searched by phone number, first & last name and email address. To contacts from this customers information registered a case in our system.

Please have the customer contact the shop directly or call the customer service team at ************ Option #3 so we may open a case to properly investigate this issue. We cannot determine fault until Take 5 has an opportunity to properly inspect the vehicle to determine if the oil change at Take 5 is the result of this customers blown motor.
Initial Complaint
02/04/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On February 2, 2022 I took my car to the Take 5 Oil change on **************** in ********** ** to have an oil change. After leaving the location and driving home, I started to smell oil and my fan was continued to run on the car. Once arriving home, I noticed that I had a significate amount of oil leaking from the car that was on there before getting the oil changed. I immediately called the location where the oil was changed and they shared with me that I had to bring the car back to there location to check the car. The car leaked all of the oil we can not drive it. The company had the car towed to the shop for review. They are refusing to have the car repair for an issue that they caused. I have been denied access to the contact information or the General Manager for this location and I have also tried contacting the **************** and have not received a call back. I would like to resolve your assistance with resolving this issue.
Business response
02/11/2022
The customer contacted customer service on Friday February 4th. (voice mail attached) The customers case was immediately escalated to shop #** located at 1440 ********************.in ********** **.

The shop confirmed the this customers vehicle was leaking oil, but not from the oil filter or drain plug. The oil leak is coming from the motor. Take 5 is not responsible for the oil leak on this customers vehicle It was a preexisting condition prior to arrival.

See email below provided to customer service from shop #**
From: Take 5 Shop ** <*********************************>
Sent: Friday, February 4, 2022 12:39 PM
To: ***************** <********************************************>
Subject: RE: TAK-258252

Hi Alex,

Ive already inspected the vehicle, spoken with the customer regarding the issue, and spoken with Rob. Their claim is being denied as the vehicle is leaking oil from somewhere other than the plug or oil filter. We offered the customer the option to have the vehicle towed to the dealership for no cost, but they declined.

Thanks,

LaBrian ******
Initial Complaint
01/21/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I want to speak with corporate I was at take 5 on ****** in ********* ** and got a oil change for a 2019 a220 ******** **** later that day my car started jerking the next morning the screen read that I couldnt go in reverse I sent my car to ******** to get diagnostics and was advised that all the transmission fluid was drained possibly thinking it was the oil I had to get a rental car and so I went to the shop and spoke with the ********************* that basically told me that he wasnt going to help me because I took the car to ******** I immediately want to speak with someone I will not let this go im not coming out of my pocket for something that take 5 did my contact number is **********
Business response
11/06/2024
Hello,
I apologize for the late response to your BBB complaint and service issue. I realize it has been some time since the service issue, but I am reaching out to acknowledge and address your complaint. Please feel free to reach out if you have any further questions or concerns regarding your complaint. I have recently joined the Take 5 **************** team and am currently actively working to get a process in place to make sure we answer our customers complaint and address them as best we can. I thank you for your past business with us and hope that we can show how we are trying to improve with every customer that we serve. If the issue is resolved, please disregard.

Thank you.
Initial Complaint
01/06/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I took my car for an oil change at the location on ******************* in ********, ** on December 8, 2021. The technician did not properly secure my skid plate, resulting in damage to my vehicle as I was driving down the highway later. I contacted the business and they bought a new part and refunded my money but did not pay for the repair. I later contacted the district manager via email, who promised me he would pay for the repair. I have not been able to get in touch with him since then. I have contacted customer support, who cannot get in touch with him either. I was advised at this point to submit a formal complaint and file a small claims if necessary.
Business response
01/07/2022
Please have the customer email me the invoice for repair the skid plate to ******************************************* Please reference BBB Case ******** when emailing.

I will review the information and contact the customer to resolve this complaint.
Customer response
01/07/2022

Complaint: 16431385

I am rejecting this response because: there is no invoice. I was informed by ****** that I could take it to a local dealer and he would pay over the phone. Then he stopped replying to emails requesting his phone number and information to guarantee payment. This is what I need, to be able to get my car repaired at the dealership and to have it paid for over the phone to the shop.

Sincerely,

*******************************
Business response
11/06/2024
Hello,
I apologize for the late response to your BBB complaint and service issue. I realize it has been some time since the service issue, but I am reaching out to acknowledge and address your complaint. Please feel free to reach out if you have any further questions or concerns regarding your complaint. I have recently joined the Take 5 **************** team and am currently actively working to get a process in place to make sure we answer our customers complaint and address them as best we can. I thank you for your past business with us and hope that we can show how we are trying to improve with every customer that we serve. If the issue is resolved, please disregard.

Thank you.
Initial Complaint
12/30/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On December 17,2021 I went to take 5 oil change on ************** the next morning my engine light came on and my car was stalling and making a weird noise I contacted take 5 the owner ***** told me to bring the car back up after work it was time to get my girls from school which is 5 minutes down the road from take 5 I get there they tell me how they dont go near the engine area and that maybe something nested underneath the hood to caused that problem I informed them that I my vehicle engine light was not on prior to coming to get the oil change and my car was fine before I took it there shortly after I left to go and get my sons from daycare as I was driving to get my kids from school about 20 minutes later it broke down on me on 480e ********** highway all the lights came on the dash and it started smoking with me and my two daughters the very next day I go by my car was removed off the highway and its missing I lost everything me and my family is homes less at the moment and all of our birth certificates, social security cards, money, and valuable items I am looking to *** take 5 and I am looking for legal representation
Business response
01/07/2022
The customer service team received a call from ************** on December 20th. Case TAK-****** was escalated to the shop the same day. The customer service team received a response from the shop they were handling the issue.

I have reached out to the shop for details on this claim. I will respond once the shop provides details on this oil H3139313038363***3932H issue.

From: *****************
Sent: Monday, December 20, 2021 2:50 PM
To: Take 5 Shop *** <*********************************************************>;*************************** <******************************************************>
Subject: TAK-******

Good ********************************** received the attached voicemail regarding a complaint/claim from Shop #*** from customer *************************. Ive attached the invoice from the service.

Please contact the customer at your earliest convenience at ************. Please also confirm when they have been contacted, and let me know if I can assist in any way. Thanks!

Kind Regards,
Alex

From: Take 5 Shop *** <*********************************************************>
Sent: Monday, December 20, 2021 4:33 PM
To: ***************** <********************************************>
Subject: Re: TAK-******

We reached out to them getting this handled
Initial Complaint
12/23/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been going to take 5 oil change since i got the vehicle. For over two years ive been going to this business and the most recent time i went i went to a different location but same company the assistant manager did the oil change and informed me that i needed to replace my oil pan and plug its pretty stripped they other shop should have told you i dont know why they never said anything they should have its pretty bad. Then after he drained the oil out the oil plug was so bad that he couldn't put it back in and used an aftermarket plug which still isnt working and it voided my warranty. My problem is they should have informed me way before it got to that point they should be held responsible for the repairs. Failing to identify obviously needed repairs that a mechanic acting with a reasonable standard of care would notice; or
Customer response
12/23/2021
********************************
Was the the one who told me that they should have told me about it before
*************************************
Is the place who neglected to inform me about the state of my oil pan
Business response
01/07/2022
Please send a copy of the service invoice to customerservice@take5oilchange and Reference BBB case ********. Once I have the invoice I will escalate this information to the district manger to set up a time to inspect the vehicle to determine if Take 5 is at fault for the oil pan issue. Any repairs or reimbursements for service issues require that the vehicle be inspected. A claim inspection form will need to be completed to document the oil pan damage.
Customer response
01/10/2022

Complaint: 16391575

I am rejecting this response because:
If they properly inspected my vehicle the other times they serviced the vehicle and informed me that it needed to be replaced before it got to the point to put an aftermarket part which voids the warranty. They are at fault because they failed to inform me to replace a part that a proper mechanic would have noticed even the asst ******* said they should have informed you about it the other times they changed your oil which they did not and they are liable for the parts they touch during the service which they failed to provide any type of inspection upon the plug or plug hole
Sincerely,

*********************
Initial Complaint
12/09/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My wife took her car in to get an oil change, the left either the oil filter or drain plug loose which lead to all of the oil being drained out. I took the vehicle back up there to get the issue addressed and sure enough they rushed under the car to tighten everything up before I could look at it myself and proceed to tell me that everything is tight even tho I have photo prove that it was not. This issue has now lead to mechanical issues that they are trying to get out of paying for. After filing multiple complaints the District Manager contacted me to find a resolution and he advices to get a mechanic to determine what the issue is and what caused it so I did and now the computer at is trying to claim that they are still not at fault.
Customer response
12/13/2021
Consumer stated location is ******************************************************************************
Business response
12/28/2021
The facts of this claims denial are as follows:
? Last oil changed was performed on customer vehicle July 19, 2021.
? Vehicle was driven for ***** before claim was brought up to Take 5.
? No record of any complaints regarding oil leaks in July, August, September, October or November. Loose components will cause vehicle to leak immediately after service.
? No evidence has been provided that oil was added to vehicle, that any components were loose, or that the loss oil was caused by the service performed at Take 5.

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