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Oil n Go

Additional Locations

Phone: (802) 497-1601 Fax: (802) 951-0286 1233 Shelburne Rd Ste 240, S Burlington, VT 05403 http://www.oilngo.com

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Description

As a Vermont grown and locally owned company, Green Lube, LLC doing business as Oil n'Lube is a full service no appointment necessary oil & lube.  Some of the many other services they provide are full auto repair services, tires, exhausts, brakes, transmissions, alignments and more. 

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Oil n Go meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Oil n Go include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 3 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

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Customer Complaints Summary Read complaint details

3 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 3

Customer Reviews Summary Read customer reviews

25 Customer Reviews on Oil n Go
Customer Experience Total Customer Reviews
Positive Experience 22
Neutral Experience 1
Negative Experience 2
Total Customer Reviews 25

Additional Information

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BBB file opened: May 01, 2009 Business started: 01/01/1996 in VT Business incorporated: 03/14/2011 in VT
Type of Entity

Corporation

Business Management
Mr. Robert Remillard, Owner
Contact Information
Principal: Mr. Robert Remillard, Owner
Related Businesses
Vianor-Essex
Number of Employees

25

Business Category

AUTOMOBILE REPAIRING & SERVICE AUTOMOBILE OIL & LUBE SERVICES AUTOMOBILE INSPECTION STATIONS AUTOMOBILE ELECTRIC SERVICE AUTOMOBILE DIAGNOSTIC SERVICE SERVICE STATIONS-GASOLINE & OIL TRANSMISSIONS-AUTOMOBILE TIRE DEALERS BRAKE SERVICE AUTOMOBILE TUNE UPS AUTOMOBILE REPAIRING & SERVICE-SPRINGS & SUSPENSIONS General Automotive Repair (NAICS: 811111)

Products & Services

Oil n Go sells the following brand(s): Castrol, Mobil, Quaker State

Hours of Operation
M: 7:30 AM - 6:00 PM
T: 7:30 AM - 6:00 PM
W: 7:30 AM - 6:00 PM
Th: 7:30 AM - 6:00 PM
F: 7:30 AM - 6:00 PM
S: 7:30 AM - 4:00 PM
Su: Closed
Method(s) of Payment
MasterCard
Visa
American Express
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Service Area
Oil n Go provides their services in VERMONT.
Alternate Business Names
Green Lube , LLC
Industry Tips
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Customer Review Rating plus BBB Rating Summary

Oil n Go has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1233 Shelburne Rd Ste 240

    S Burlington, VT 05403 (802) 497-1601

  • 1691 Shelburne Rd

    S Burlington, VT 05403 (802) 951-0290

  • 2 David Dr

    Essex Jct, VT 05452 (802) 879-2707

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  • Guarantee or Warranty

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Complaint Detail(s)

7/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Oil and Go offers a Vermont state inspection. We were told the inspection did not pass because 1. the headlights needed to be restored and 2. there was rust on the rear brakes. Shawn, the technician from Oil and Go, said, "Rear rotors are rusty, zero pad life." We questioned where it was documented that the headlights needed to be restored as part of the state inspection. They couldn't site it so it was removed as a requirement. I knew the brakes were in good and working condition. I questioned the state requirement on rust and was pointed to #3 in the Brake Rotors, which requires a visual inspection for rust. They quoted the job to fix the issue around $300. That night, I purchased new brake pads from ******* *********. I found that there was little to no rust on the brake rotors. Please see pictures attached. Also, found that the brake pads had a significant amount of life left (50 - 75% of the new pads). I replaced the rear brake pads. I also found on the Vermont DMV website the manual on requirements for a car. The document can be found here: http://dmv.vermont.gov/sites/dmv/files/pdf/DMV-VN112-Vehicle_Inspection_Manual.pdf On page 80 of the DMV inspection manual, #3 reads, "3. Rust exists on contact surface of rotor or drum." As you can see from the picture, rust did NOT exists on the contact surface (where the pad meets the rotor). There was a small ring of rust on the top and bottom of the rotor since the pad is smaller than the width of the rotor. That ring of rust will occur on new brakes. After replacing the pads, I returned to Oil and Go for them to complete the inspection. They asked who did the work and I told them I did it myself. They asked if I ground the rust off the rotors and said that I simply replaced the pads. Even though the rotors had not been changed, they said they looked a lot better and passed the inspection. If I didn't have the knowledge and skill to replace my own brake pads and assess the rust damage on the brake drum, then I would have been forced to pay $300 for work that was not needed.

Desired Settlement: The whole process cost me an extra $22.99 for new brake pads and about two hours of my time. This was completely unnecessary. The vehicle should have passed the state inspection as-is. Trying to sell additional service as a requirement for the state inspection is unethical. I would like to be refunded the amount of the state inspection. Total amount was $40.00. This will help cover the cost of the new brake pads and the time I spent resolving this issue.

Business Response: Mr ******,  My company and staff follow the state of vermont inspection law to letter. We found the vehicle to have concern areas in the rear rotor area only and nothing to do with brake pads as your receipt states. Also the condition of the plastic headlights which is clear was and is that of a great concern for safety. I allowed my staff to strongly recommend the headlight service and not fail you for it per customer service. You and or any customer are valued and not steered or pressured into any service or sale. We are a service buisness not a parts buisness. Buying and installing your own brake pads and grinding the rust off is and what was needed and that is why your car was issued a vermont state inspection sticker when the rotor concern was corrected. As is seen in OILNGO's history with the BBB of the openly public BBB comments or complaints have been very consistent with our dedication of honesty and integrity. If further state inspection law and or information is needed please contact **** at the dept of motor vehicles at 802-828-2094.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I did not grind rust off, as you have suggested. The attached photos show the front and back sides of the rear brakes, taken immediately after OILNGO failed the inspection. As you can see in the photos, the rust only exists in a small ring on the outer perimeter, where the pads do not (and never have) been in contact the brake rotors. The state requires that there is no rust on the contact surface, which would indicate an issue if the pad is not in contact with the rotor. However, rust along the top edge of the rotor is normal and not an acceptable reason to fail an inspection. Also, the technician said,  "Rear rotars are rusty, zero pad life." Please note the zero pad life was the reason I purchased new brake pads. That was simply not true. I noticed that you did not document that in the receipt, but it was said over the phone.

Business Response: Dear Mr. ******  As indicated in my response our area of concern for vermont state inspection was rear rotor surface. Our ability to see all areas lead to the reason for failure. The fact that you disassembled and found repairs to be quick and easy in no way reason for a refund of the inspection fee. We hold no customers responsible to do repairs at our place, and in fact have given the 72-hours for customers to return N/C do to the reason we know some customers are do-it yourself kind of people.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I asked the Vermont state inspector for his opinion on the situation. He reviewed the pictures of the rotors (attached to this complaint in a previous note). In the state inspector's own words, the rust alone was not a reason to fail the inspection. He said that the brake pads (i.e. pad life) would have played an important part of the overall decision. He said that I could have asked for a road test of the brakes, which would have passed.  However, you did not offer that as an option when I insisted that the brakes were in good shape. Also, you have not addressed the fact that ***** said we had zero pad life. Was that a mistake? Are going to deny what he said to defend your flawless integrity that you claim? Contrary to *****’s statement, the brake pads had plenty of life left. The bottom line is that you attempted to force me into new brakes when they were not needed. That is bad business. I will strongly discourage friends and family from doing business with Oil n Go.

1/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Oil N Go web site advertises a Basic Oil Change for $39.99. The add states for most cars. Because of that statement my wife asked the woman at the counter how much it would be for our **** *****. The woman told my wife that she couldn't give her a price, and wouldn't know until "they got into it". My wife made it clear we only wanted the Basic Oil change. Do to the fact that the car required synthetic oil, they upgraded the service to their Mobil #1 Service which also includes a 17 point check of the vehicle. Without calling my wife to confirm or provide a quote for the upgraded service they went ahead and performed service. When my wife went to pick up the car the bill was $92.52. Below is my correspondence with their corporate office. Yesterday my wife brought our ***** **** into the ***** ****** location for a Basic Oil Change. Noting that the terms say, (for most vehicles) she asked the woman at the counter how much it would be. The woman told her that until they got into it(?), they wouldn't know. When my wife returned to pick up the car the bill was $92.52. Looking at the invoice it appears that they charged her for the Mobil#1 Service, not what she had asked for. When she questioned the woman all she could tell her was that the ***** had a special adapter for the oil filter and they used synthetic oil. The price is definitley an issue to me, but my main concern is that the woman did not call my wife and tell her what the cost would be before upgrading the service. I understand that synthetic oil is higher priced and don't have a problem paying for it, but I do have a problem paying an additional $33.24 in labor to cover services that we did not request. The invoice number is ********. This is a poor way to run a business and my guess is that had I taken the car in and not my wife it would have been handled differently. I would like the bill adjusted to the service we requested. Thank you for your prompt attention to this matter. Below is the reply I got from them; Thanks for some feedback ***, Our synthetic service which uses mobil#1 oil is 79.99 up to 5qrts. Your model ***** hold almost 6qrts and your oil-filter is not a spin on filter it's a canister filter which had an up-charge as it cost's us more. Your seeing a breakdown of the labor vs. parts to determine the tax as the labor is tax-exempt. Please note that if there was service and or type of oil being used confusion oilngo apologizes greatly. We have great service at the top of list every day and have since 1996' I see that you felt that if you had gone in that this may not have happened or been handled diff. Maybe! But not by anyones intent as both of my stores service 36,000 cars per year in which 57% are women. In which oilngo employees several on our staff. We take great pride in our military customers as we are so close to camp ******* ***! So thanks for your service to our country for sure. This was service and or price delivery information error that is our fault for not simply telling the customer that had never had that service before what the total may be!! This is a procedure that simply got missed on this and we apologize. Again thanks for an e-mail and I hope I explained the service breakdown. It's good your ***** is using mobil#1 as all *****s should and some (Require). I will let my management team know to make sure a disc is applied to your next service. Our customers being completely satisfied is really our only goal. My response; Thanks for your prompt reply. If this is a standard charge for this service with synthetic oil, why is it not shown on your web site under oil changes? If this is in fact a standard price for this service why was the woman unable to tell my wife what the charge would be when she asked? I certainly appreciate your standing behind your employees, but in my opinion they withheld the price from my wife and took advantage of her intentionally. The street price for this oil ranges from $6.50 to $7.00 at most Auto Parts stores, and I'm sure with the volume you buy your price is much less than the $9.99 a quart you charge. I have no problem with a local business making a profit, but to charge labor on top of this is price gouging at its best. Your pride in your military customers is well received and I thank you for that. Sadly, I will not be able to recommend to any of the hundreds of employees here at **** ******* that they use your service. I will also be sending a letter to the Better Business Bureau. I try very hard to support local businesses here in Vermont but this experience leaves me with a bad taste in my mouth. Respectfully, *** ******** My complaints are that they intentionally with held the price to close the sale, and knowing that we had requested just the Basic Oil change, they should have called her before upgrading the service to get her consent. Finding out from their corporate office that there was a standard price of $79.99 for synthetic oil service to me confirms that the woman knew the price and intentionally with held it from my wife.

Desired Settlement: I would like the addtional charges for labor refunded since we did not ask for the additional service.

Business Response: Dear BBB,
Mr. ********* wife brought the car to oilngo and asked for an oil-change using synthetic oil. Oilngo has as clearly shown on our web-site 5 diff oil change choices. The service in which uses synthetic oil is $89.99. Again our sign also states that all services most cars and some vehicles vary! All cars up to 5qrts. Oilngo has a slightly reduced service for those who choose synthetic that dont need the other inclusions that our #5 service includes which is $79.99. The 79.99 service what we performed and there ***** holds 6 qrts of oil and has a more expensive oil-filter than most cars. Again another obvious problem is the assumption that Mr. ******** is wanting what he thinks is add labor when in fact it's the labor that we charge to do the work!! He is reading the breakdown on his invoice in which it states the Parts/labor separate so the sales tax is easy to understand. The $33.24 is the labor and $46.75 is the parts. An add 7.49 for oil and 4.99 for increased cost of filter. The total of the first two is $79.99 our service price. The other add are due to the vehicle that we don't control or always know until we begin service on a vehicle. Oilngo gave the cust a $5off coupon even when the customer forgot there coupon. Oilngo is committed to excellent customer service as our BBB rating shows. We have serviced customers at this location since 1989' in essex and colchester vermont including the military employees from **** ******* and will continue too as our reputation show why we the states largest vermont only automotive service buisness.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: Oilngo performed the very service requested. The assumption that our service is or isnt a value is simply not true. Our synthetic oil service with mobil#1 is less or the similar as 5 area automotive shops. Again our service process is that of high regard to good communication and customer service in which our BBB reviews show. The requsted a basic oil-change using synthetic oil. That is a mobil#1 oil change that is $79.99 up to 5qrts on most cars. Plus Tax. This vehicle holds more oil and it has a more expensive oil filter than most cars.

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The price list that I attached to my last response required an explanation but once I sent it I couldn't go back in and add my comments. The price sheet does not indicate the $79.99 base synthetic price that Oi N Go continues to state is clearly published. Had it been published, or as they say is a standard price, then why was the person at ***** ****** unable to give my wife the price when she asked? The price explanation you provided is clear and I understand how it is arrived at, parts and labor are itemized. However, when a customer asks for the Basic Oil change, which is advetized at $34.99, and gets a bill for $92.52 you can understand how upsetting that can be. There is nothing on the price sheet that says, "this price  and service excludes synthetic oil". The price list simply shows synthetic oil for trucks, suvs and the supreme service. From a customer standpoint when I see a basic oil change, I would expect that the type of oil would be an option, and in the case of synthetic oil I would expect to pay more simply because it costs more. That's why, when it says "for most cars", my wife asked the simple question of what the additional cost would be for the *****. The fact that your representative didn't know what you clearly state is a "standard price", or simply chose not to say, is and has always been my issue. I have three vehicles in my house hold and would have considered bringing them all to Oil N Go for service had this experience gone better.

 

 

1/27/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On December 7th I had the fluids replaced and my car inspected at the Oil n' Go on 2 David Drive in Essex. I had not driven the car more then 10 miles until December 14th. That evening around 7pm, my car was overheating, the engine was pouring out smoke and my heater wouldn't work. I was forced to wait in a field with out any cell service or heat for an hour waiting for my car's engine to cool down. When I opened the hood, coolant had exploded all over my engine, which has never happened to this car. I have had the fluids changed a couple of times from a different establishment since buying the car and I have never had this problem, so I asked my family mechanic. If the car isn't running while the fluids are installed, it can cause a vapor lock in the coolant which will burst if the engine overheats. So the next day I called the establishment and was told I would receive a full refund and they would re-service my car. On December 16th I went to the establishment and was not welcomed in, but met by a very rude tone by the manager **** ******. He argued with me telling me that I wasn't going to get refunded, and that there was no way it could have been their fault or problem. I continued to complain because I had been told over the phone I would receive the refund, and instead of answering me civilly, he would just stand there and stare at me. I was appalled at his actions, and I started to complain again and explained that I had spoken to my mechanic about the issue, and then I asked him if he had kept my car running while the fluids were replaced. He told me the car was off, and then continued to yell at me telling me that "I didn't know what I was talking about" and that "he had been doing this for years" and I was "making things up". I was going to file a complaint about just the repair issue, but the service was just as horrible. I have never had a manager treat me so rudely, especially in front of other customers. **** was unprofessional, unruly and I won't stand to be treated in such a way

Desired Settlement: I'd like a refund for for the 76 dollars I spent, all of my fluids replaced the correct way, and any further damage that my engine has suffered due to this issue, will be fixed (blown hose, radiator etc.)

Business Response: My essex jct store serviced a 97' *** ***** on 12/7/2011 in which we performed a state inspection evaluation and a basic oil-service. We found several areas for state inspection that needed to be fixed before it would pass and proceeded to get oil changed as cust requested. Our staff found during oil-service in which we top off fluids that this car was over a gallon low on engine coolant (anti-freeze) in which we added over a gallon at NO charge to the customer and made notes that reflect it being the reason the car was running hotter on the temp guage! The customers description of what happened to the car a week later is due to a failed hose which can and does occur to vehicles with little or no notice. Oilngo services over 35,000 cars in vermont every year and ad coolant to them every day while they are not running as every auto service station does, so the family mechanics diagnosis of a condition called vapor lock isn't a cooling system  term, instead an engine term when fuel and or combustion problems exist. This customer chose to call and inform oilngo that her car had a problem and that it is our fault and her car has never had a problem. This car has 186K miles on and needed over a gallon of coolant when we serviced the car for the first time ever. The cust declined all safety repairs as well as any concern for why the car was low on coolant or running hotter due to low level. This customer chose to be profane in our office in front of a half dozen other customers and our manager was having to respond to a swearing accusational person that was yelling at us about how her car having a problem a week later must be our fault. Oilngo provided the same great service to this customer as every customer and maybe it's the car breaking down or that it didn't pass state inspection that has the cust looking to blame someone. It's not oilngo fault the car had a hose failure as other problems existed.