Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see word document attached for complaint. Pictures and videos are also available.

  Business Response

  Date: 04/25/2025

  Please see attachment for details.

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came to express oil change off of ******** in ******* because I needed my car's driver's side suspension redone. I bought the parts and tools needed for the job. I gave them to express to install properly. I paid them for the services on February 2nd. I immediately returned my car that day or day after due to it making a loud noise when starting to move/stopping. They fixed this issue and I got my car back. I drove the car and felt softer "*******************" vibrations coming from the driver's side of the car. I gave the car to ***** in ******* and they discovered the issues. My transmission mount was missing a nut that holds it in place with the subframe. This caused the noise and also lead to the transmission mount's bolt being damaged. This means my whole transmission mount needs replacing because the nut was never tightened or possibly even assembled. If they took my vehicle for a test drive after the work was performed, they would have easily found the problem.I went back to express oil change and asked for a refund for the poor mechanic work performed on my vehicle on February 25th. They refused to refund me for the work done, replacement parts lost/damaged due to their negligence, or having the repairs done at another shop. I was also an employee at this shop, I would never go back as an employee or customer. This showed me how much concern they give each customer. This is a place that is not concerned with the potential further damage caused my them. I spoke to ******* and he told me no refund was possible for the poor service provided. I gave ******* the documents I received from ***** stating the issues, he only looked at the first page and said no refunds. No solution was presented to me. This is a safety concern for customers. This makes it seem like they prefer customers that can not check their work. It also seems as though they care about the money coming in but not the work itself.

  Business Response

  Date: 03/06/2023

  March 5, 2023
  
  ************** came to our facility and inquired if we could install the following suspension components on the drivers side of his vehicle:  ball joint, control arm,sway/stabilizer bar and tie-rod ends, and perform an alignment when the work was done.  When asked why only one side,************** told us that he had recently replaced the passengers side suspension.  We agreed to do the work,and informed ************** that since he was supplying the parts, there was no warranty on these parts and labor.  This information was printed on the original invoice which ************** signed.
  After the suspension parts were installed, the vehicle was put on the alignment rack, and the technician proceeded to perform the alignment.  The technician was having difficulty getting the passengers side of the vehicle to align properly; and upon closer inspection, notice that several bolts were not in their proper location which prevented the suspension parts from seating properly.  ************** was informed of the problem, and the technician proceeded to re-install the bolts into their property locations.  Other than the bolts, the technician did NOT remove or reposition any of the suspension parts on the passengers side of the vehicle.  The technician continued and completed the alignment on the vehicle.  The vehicle was taken on a test drive to verify that the suspension work and alignment were okay.  The technician made no note of any loud noises coming from the vehicle at that time.

  
  ************** picked up his vehicle shortly after 8 AM on February 2 and paid for the installation of the drivers side suspension parts (5.5 hours) and the alignment.  He returned the vehicle later that same day because it started making a loud noise.  The vehicle was inspected, and it was found that the disc brake backing plate, behind the rotor, was bent on the passengers side.  This is the side where ************** only repositioned several bolts.  The technician straightened the backing plate, and ************** left. 

  
  In response to the vibrations coming from the drivers side,on the receipt from ***** it was noted Bolt was damaged, nut installed but bolt is spinning.  Not tight!!  Per our official remove and replace suspension instructions, at no time during this process was the technician instructed to touch the transmission mount.  ************** had no reason to inspect or check this bolt for tightness sine he was only instructed by ************** to install his suspension components. No mention was made about soft vibrations which, in the case of this vehicle, can be caused by a wide array of issues, age and mileage among them. These soft vibrations were not detected by ************** when he test drove the car. The repairs by ***** in ******* were done around 2/20-22/23 (part receipt dated 2/20/23, but repair receipt dates are difficult to read).  This is approximately 2+ weeks after the suspension work was done.   If ************** was concerned about the vibrations, he should have returned the vehicle to our facility (like he did for the loud noise), and we would have inspected the vehicle again. This would have alerted ************** to check all drive train components on that side of the vehicle other than the components he was asked to install. 

  
  ************** was an employee of ours for 3 weeks in July of 2022, and he left to pursue other employment opportunities.  If ************** felt that we do not care about our customers or their vehicles, then why didnt he bring his vehicle to another automotive service center in the ******* area, as there are several available.

  
  ************** was charged and paid for labor to install suspension parts on the drivers side of his vehicle and an alignment.  At no time during the initial service, did we touch any components on the passengers side other than to reposition several bolts that were in the wrong locations; nor did we remove/replace any transmission mount bolts on the drivers side. 

  
  ************** has initiated a charge back for his funds from his credit card provider asserting that we did not perform the work that he requested and somehow damaged another component.  The repair facility in ******* made no mention of anything wrong with *************** suspension components or the wheel alignment performed by Express Oil. They corrected an existing problem on *************** car, specifically the loose transmission mount, that was unrelated to the work performed by Express Oil.

  
  If there are any questions, or if additional information is required, please let us know.

  Attached is a copy of ****************** original signed invoice as well as a reprint copy since the original invoice copy quality was not very legible.
  
  
  

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  01/10/22 Today we had paid $55 for an oil change. The oil change was complete and we drove our CRV off the lot. Immediately the car began to stall and drive absolutely terribly. It began to have flashing lights and stall off to the side. It completely shut off before even stopped. We could have been seriously injured. We called the shop and they sent someone. Turns out there was a mass airflow sensor that was left unplugged that they forgot to plug back in. We were glad someone came to help atleast. I called the manager to understandably complain about the service. The manager completely disregarded everything I said and became extremely rude and escalated. Myself being in customer service for over seven years cant not believe the way it was handled. He did not once apologize and refused to refund me any amount of money. Im hoping customers can steer clear. I would like to request my money back.

  Business Response

  Date: 01/25/2023

  Attached is the receipt for the oil change in question.  The customer's name is not the same as the person who filed the complaint.  Both our oil change technician and our service mechanic have confirmed that the customer was the only person present during the oil change procedure and when the mass airflow sensor was reconnected.  After the oil change was performed, the vehicle was started for the safety check and restarted upon leaving the facility; both times the vehicle was running good.  When the incident occurred, the customer called the shop and informed the manager that the "Check Engine" light had came on and so he pulled into a parking lot.  The customer also said that he had turned the engine off and tried to restart the vehicle, but it would not start.  The manager asked if he was ok and if the vehicle was in a safe place, and if the authorities needed to be called.  The customer informed the manager of his location, and the service technician was sent to evaluate the vehicle.  After the service technician arrived, he was able to get the vehicle started and it was running rough.  He check the mass airflow sensor and found it not connected.  He reconnected it and had the customer restart the vehicle.  The vehicle was no longer running rough, and the Check Engine light was reset.  Approximately 30 minutes after the service technician returned to the shop, the person who filed the complaint called the shop demanding a full refund.  The manager offered a free oil change on their next service, but she declined and hung up.  The manager has tried to contact the customer several times, but has not been able to get a response.  If additional information is needed, please let us know.

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18718873
  
  I am rejecting this response because:
  I was present during the breakdown. My fianc, ****** had dropped me off to a store next door and I had been picked up before the event occurred. The vehicle is also in my name ONLY and it happened to my vehicle. Either way that is not relevant and all and does not affect the complaint.  I lastly did not hang up, the manager had hung up on me as I was mid talking and they can review the recording and see that themselves. I requested for a full refund since I do not trust someone to work on my car again especially if they caused me to breakdown on my way home. I also warned the manager I would be filing a BBB complaint and he told me to go right ahead. Im not sure why they would be calling my fianc UNLESS it is to offer a refund. If it is for any other reason besides that, I do not give you permission to call him or I. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/27/2023

  ************** was not present during the oil change, per her comment about being dropped off to a nearby store, nor was she present when the service technician responded to the Check Engine light incident.  She may have been in the vehicle when the incident occurred, but she was not there when the repair took place.  We do not ask for proof of ownership when a vehicle comes in for an oil change; and ******************** filled out the paperwork using his contact information.  His was the only contact information we had on file, and no knowledge that he was not the owner of the vehicle.  The manager is authorized to issue refunds on the oil change side for amounts under $50 without the owners permission.  Since the oil change was more than that, the manager offered to give ************** a free oil change which she declined.  When the owner was informed of the situation, both the manager and owner tried, several times, to contact ******************** since his was the only contact information we had.  No answer.  On January 17th, we received a notice from our credit card processing company that a charge back has been initiated, and that we should not issue a credit at this time.  The credit card processing company was supplied with the requested support documentation, and the claim is under review.

  
  We were hoping to reach an amicable resolution with *************, but we cannot take further action at this time until the credit card company makes a determination on the charge back claim.

  Customer Answer

  Date: 01/27/2023

   
  Complaint: 18718873
  
  I am rejecting this response because:

  The receipt my fianc had signed indicates our home address and endorsement. I am hoping that is not posted publicly on BBBs public website-due for safety reasons. I also would like to specify I had warned the company I was going to dispute the charge if it was not refunded and the manager had told me absolutely not. And lastly; the most ignored concern of mine is that I certainly do not want to continue business with a company that had caused my fianc and I to break down on the side of the road. At this point in time, I believe that responsibility and owning it should have already been addressed and I have yet to receive an apology. And also, the manager never offered to called the authorities ..I tried to resolve this before filing a BBB complaint and I even verbally warned him before doing so. 
  My only resolution is that I get the full amount back spent on the oil change. 
  Sincerely,
  
  ***************************