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Phone: (682) 518-7660 Fax: (682) 518-7658 3221 E Broad St, Mansfield, TX 76063
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Reason for Rating
BBB rating is based on 13 factors. Get the details about the factors considered.
Factors that raised the rating for KWIK KAR LUBE & TUNE OF MANSFIELD include:
- Length of time business has been operating
- Complaint volume filed with BBB for business of this size
- Response to 2 complaint(s) filed against business
- Resolution of complaint(s) filed against business
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||2|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
Type of Entity
Business ManagementMr. Stephen M Cooper, President/Owner
Auto Repair & Service
Alternate Business NamesBARRELMAKER ENTERPRISES INC
THIS LOCATION IS NOT BBB ACCREDITED
3221 E Broad St
Mansfield, TX 76063 (682) 518-7660 Directions
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Complaint Trends - Last 3 Years
Customer Review Trends
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|Customer Review Experience||Value|
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: I went to Kwik Kar to get a state inspection completed on my car. The service guy came to the car asked what I needed and then ask me to get my insurance out. He went back in the center and talked with an American Man that worked their. I could not here the conversation but then the service guy came back out and said that his manager said that they could not service my car. I asked to speak with the manager who I thought was the African American man but a Caucasian lady appeared and said that they have the right to refuse service. I asked her why was she refusing my service all I needed was a state inspection. She then says that the owner does not want to do business with me or my husbands vehicles. I said since when I come here all the time. I get my oil changes there and they completed my brake system service on my car. I have always gotten work completed on my car. I don't understand why now I can't get a simple inspection completed on the car. I have NEVER had any problems with getting work completed on my car. But she never explained to me why they would refuse service. She just said that she didn't ask her boss why. Very weird situation. Has never happened to me before. Especially since you can not tell me why. My brake system is still under warranty so if something goes wrong (they are squeaking right now by the way) will you honor the warranty or refuse to service me?
Desired Settlement: I just need an explanation as to why they refused my business today (March 14, 2015).
Business Response: During the prior visit by the complaint’s family member, this family member apparently did not like hearing the explanation regarding the condition of the vehicle that was brought to our company even though we did not charge for this service. This family member has always being monopolizing of our employee's time and we have always tried very hard to cater to this family’s every need and request. However, during this particular visit, this family member became quarrelsome, offensive, and rude to our company and employees to the point of slamming the car door in an employee’s face. This unfavorable action was reviewed and determined to be unacceptable. Thus, a business decision was made that it would be best for both parties to separate and go different directions. After that incident, we really never expected to see anyone from this family again. It was a slight shock when the complainant was seen in our driveway asking for service on the date recorded.
Better Business Bureau:
Read Complaint Details
Complaint: Car was taken in 8/30/14 to replace front headlight lamp. They said they could replace the headlight and offered an oil change. Since we were there for the headlight we decided to get the oil changed also. After the oil was changed they informed us that they could not change the headlight. We later spoke to the manager, ******** who stated that they did not have the correct tools to change the headlight. A car maintenance business should know whether or not they have the capability to peform a service they offer. It seems that lied about their ability to change the headlight to sell the oil change. This is a deceptive business practice. Also, our car is not exotic it an a Honda Accord.
Desired Settlement: Kwik kar should refund the full balance of the oil change.
On the morning of August 30, 2014, Ms. ****** came to our establishment for a malfunctioning headlamp. It was determined that the light bulb was burned out. According to our records, her car had never been to our business before. After escorting her to our lobby and driving her car into our service area, we discovered that her car was due for an oil change according to her reminder sticker on the windshield. One of our service technicians went in to the lobby and explained that we noticed her oil change was due according to her reminder sticker and asked if she wanted us to perform this service while waiting for her car’s bulb to be replaced. She initially declined. A little while later, she opted to proceed with the oil change service.
We spent almost an hour attempting to replace this bulb. During which time, we discovered that we were missing a short, stubby screw driver that was needed to change the bulb. We knew another one was located in an employee’s locked toolbox who was off work for the day, but had no access to it. We tried to perform the bulb replacement without the short screwdriver, but was unsuccessful. This type of screwdriver is needed due to the precarious location under the fender and on the grill where the bulb is located inside the headlamp housing. Because this location is so difficult to access, one can only get their hand wormed in there to access the bulb, thus the reason for the short, stubby screwdriver.
While attempting to change the bulb, two other service technicians performed the following activities on her car:
Vacuumed the front floor, checked the working condition of all the other lights on the vehicle, and washed the windshield. We also checked and adjusted the tire pressure in all four tires. Additionally, we checked the levels of the transmission fluid, engine coolant, brake fluid, and power steering fluid. We checked the conditions of the engine air filter, serpentine belt, the wiper blades, and the battery. We added windshield washer fluid to the washer reservoir because it was low. We also checked the currency of the State of Texas inspection sticker. And lastly, we changed the oil and oil filter. After we made a full assessment of the condition of the vehicle, the customer was escorted from the lobby to her car where we reviewed the condition of her car’s fluids and maintenance components.
We pride ourselves on honesty and integrity and take every allegation seriously. While the customer car was in our care, we serviced it to our industry’s highest quality standards. We have successfully serviced many headlamps while being in business, many of which was this same make and model. Our staff is well-trained and experienced in almost all makes and models, especially this one. If we had realized ahead of time that we were missing a tool and unable to change the bulb, we would have explained that to the customer ahead of time. We continued working on changing the bulb the entire time, even while the customer was present when we did our review. We worked relentlessly on her car with three service technicians and one supervisor. All our work was done while still trying to replace the bulb.
We humbly apologized and respectfully asked the customer to return when this small screwdriver was available. We did not like doing so, but thought that was a better option rather than spending the customer’s time unnecessarily waiting for us to drive to the nearest store to get this tool. Given that this was Saturday morning with beautiful weather, it was a destination day. Meaning many people would be on the roads and in the DIY stores creating crowds and congestion. Because of this, it would have taken an extra hour. We respect our customers and their time too much to make them wait unnecessarily.
The customer was only charged for the service that we performed and no more. Ethically, and in good conscious we would not, could not charge a customer for the time that we spent trying to perform a service that we were unsuccessful in performing. Unfortunately, there are businesses who do, thus giving our industry a bad reputation.
Later the customer returned to our business. Apparently during her daily travels she had gone elsewhere to have the bulb changed. At that time, the customer demanded her money be refunded for the oil change service that we did perform.
While it displeases us that this customer is not satisfied, we have not done anything wrong or out of character with our high quality standards. We have exhausted all measures in gaining this customer’s satisfaction. We performed other services on Ms. ******’s while trying to replace the bulb. No extra time was used in doing so and thought we could replace the bulb. We even asked the customer to return when we found that we did not have what was needed to replace the bulb. If Ms. ****** had remained with her initial decision of not changing her oil, we would have respected that and still spent the same amount of time trying to change the bulb. There would have been no difference.
We do not lie nor do we scam customers into services they do not want. Employees’ employment would be terminated if they do otherwise as it is against our policy. We only hire employees who fit our process of taking care of our customer. We feel it is our responsibility to educate and inform customers of the condition of their vehicles. Customers have come to depend on us for this and have repeatedly told us how much they appreciate us for this process.
I am not sure whether they did the routine checks the owner mentioned in his response. I only saw them cleaning my windshield. No one mentioned that they had to add fluid to my windshield washer or anything else. The service technician brought me out one time in an attempt to sell a pricier oil filter and synthetic oil. At no point during the service, did they inform me that there was any issue with changing my headlight.
As I was checking out, the technician told me the charge was $36 and some change for the oil change and then he added that they could not change my headlight. He then suggested I go buy a bulb from an auto supply store, because it would be cheaper. And then, he said, I could take it to another mechanic to replace my headlight. And he just apologized for the inconvenience.
At this point I am no longer concerned about the money. I did feel that they could have made some sort of offer at the time of service for my inconvenience, but they did not. When I went back to the shop to express my concerns about what happened, the manager's only reply was that I "received a service". And after our discussion she offered $5.00 back, which I did not accept. From my perspective this whole issue boils down to the technician's / manager's lack of communicating to me that there was any issue with providing the service that I went there to receive in the first place.