ComplaintsforSuperlube Complete Car Care

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We would like to file a complaint against the Superlube for possible dishonest business practices and not honoring warranty work. We recently had growing issues over the years with numerous vehicles, lately they have become common practice. We can go into other issues if needed but today we will talk about one which is pretty standard operation no matter what the problem the vehicle was brought in for. We had our minivan brought in for suspension and brake work in the fall. The day the work was done we started hearing a horrible groan that was never heard before in the numerous years we have owned the van. We took it back in for a check and they said nothing was wrong. We have had the same issue of cars going back and forth only to be told nothing is wrong. It happed with a different van with electrical issues, also with our **** drum brakes and radiator. Superlube says everything they did is fine, and they find another problem to blame. With this minivan the excuses have been that its cold out, something is rolling around in the car, and wires tucked in the steering column rubbing. All issues that didn't exist until the last job was done. Just like the horrible noise that still isn't fixed after going back several times. We have reached out to two separate emails with our concerns with no response after waiting two weeks. Customer service is clearly not of importance. It's never their fault and its always a different problem that costs more money. We have wasted numerous trips back and forth with multiple vehicles only to be given the run around. Including this latest van issue, we have asked for full print outs of all visits including repeat visits on all vehicles and they have not responded or provided the paperwork. We would like our problem solved but we absolutely do not trust this company any longer after being with them over 9 years and spending countless thousands of dollars. We want to warn other families looking for honest companies to read our story.

  

  Business response

  04/17/2024

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  Dear *** ******

  I just received your complaint yesterday from BBB for the first time. You had requested your invoices for the repairs performed. Attached are invoices for your **** and ******. For your information all these repairs are also available to you on ****** in addition to our records. 

  I also called you this morning at your cell and home phone and spoke to your wife. Please note that there is an email and a direct number to me on the bottom of each invoice. 
  I look forward to discussing any issues you may have with Superlube and will do my best to resolve any problems. 
  
  **** ********
  Superlube, Inc. 

  Customer response

  04/17/2024

  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.  For your reference, details of the offer I reviewed appear below.
  We sent the attached email to Fred the owner on Mach 11 at his personal email given by his fron desk manager with no response and then forwarded it to the company email address given on their website as you can see by the time stamps.  He has never responded and all of our concerns are clearly listed in the email.  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** * ******* *****
  
  
  
  
   

  

  Business response

  04/18/2024

  My name is **** ******** I am the owner and operator of ********* ******** *** ***** I have been the owner since 1985 in the greater Cleveland area with excellent reputation for honesty and integrity. That is how we built our business. I have been an ASE master tech for many years. 

  As I wrote before I had tried to contact you yesterday and spoke to your wife as well. You have thus far not returned my phone call. 

  As I explained in my earlier reply the email address given to you at the shop is shops. The customer service phone number and email is on all the invoices issued to you. 

  However, I understand none of this will address your concerns. I would like you to contact me to make an appointment to discuss any issues you have with our service and perform a no charge inspection and test drive of your vehicle. I will personally handle any issues you may have. 

   

  Customer response

  04/19/2024

  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.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  We are aware you have called us. We have had numerous nonproductive verbal conversations with your shop and wasted trips, none of which can be documented so we prefer everything to be this way from now on. You may have a third email that we didn't use as you stated, but when I asked Jose, your desk secretary for a way to contact you directly, he wrote down a specific email that I will include a picture for you. We also used a second email currently on your website under Jim's name as manager. I find it hard to believe either of these emails is not monitored, in addition *** and **** were fully aware of the situation and why we wanted to speak to you. Somebody chose to not either give us your direct email, inform you, or respond to those emails which expressed our concerns and intent to contact the BBB and possibly the Attorney General's consumer complaint office. If you Sir were not aware of any issues until now then that falls to your employees who are a direct reflection of you. There has been no honesty or integrity present in about a year and a half of our recent dealings. We have been loyal customers since 11-18-2015. I am a tolerant person but this was the final time. We do not trust your shop anymore and have had to find one of your competitors to make our new mechanics. We will gladly take it there and you could pay the bill for repairs related to your shop's incompetence. The bill dated 10-7-23 for the ****** is the work that was completed the day the noises started and are still present currently. This is the bill we will use as the starting point.

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

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