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:10/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On October 15 2025 I went to express oil change to get an oil change for my car. After I drove it straight home and parked until work the next day. October 16 engine started knocking and right after engine overheated and went out after driving approx 50 miles. Called express they towed and looked at it. Claimed the radiator hoses were collapsed and old (they checked them during oil changed said they fine) and thats why engine went out. Then they said I had some netting wrapped up on my tie rod and thats why it went out. So they dont even have the story of why it went out correct. Ok well my car was running fine and not overheating at all until the day after this oil change. The oil has metal shavings and black the day after the oil change AND they tried to charge me or hold my car until I paid for the tow and getting it inspected.

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 took my vehicle in for repair in 10/2023 and was advised the water pump required replacement and a few other things. The cost of repair and labor totaled a little over $2600. Immediately after pickup of my car completion, I noticed a strong smell of burning oil or rubber coming from the hood and I could smell it inside of the vehicle, primarily when the air was running. I took my vehicle back on two different occasions with my concerns and was told each time nothing was wrong. Fast forward to November 2023 and the car is not driving properly. I still smell burning oil or rubber and the engine light is now on. I took the vehicle directly to the dealership and was told the water pump was leaking and required replacement. My husband and I both called express oil to see if they could replace the water pump but was told it was outside of the 12 month warranty. This water pump should have lasted longer than 12 months , so it was either replaced with a used part or not placed on correctly. Either way, I would like to request my money back for this service. I had to pay another business to repair the issues that were not addressed from the service provided from Express oil previously.

  Customer Answer

  Date: 12/16/2024

  I would also like to note that my husband spoke with someone at Express Oil last week and was advised the notes in the system indicate leaks from my vehicle in January 2024. This was not communicated to either of us and I have been to this establishment multiple times this year for an oil change. Ive reviewed all of my receipts since that date and they do not mention any leaks from my vehicle .

  Business Response

  Date: 12/27/2024

  After hearing from the customer and doing our due diligence,we found the vehicle is outside of the 12 month or 12,000-mile warranty. This warranty coverage is whatever comes first. The customer has not produced any receipts from the other repair facility showing that the parts we replaced were faulty. At this time, Express Oil Change cannot refund parts that are outside of our nationwide, 12 month or 12,000-mile warranty. Nor can we produce a refund without documentation from another, reputable repair facility outlining the extent of repairs. 
  

  Customer Answer

  Date: 12/31/2024

   
  Complaint: 22680441
  
  I am rejecting this response because: The receipt from Precision Auto has been attached which indicates the leaks from the water pump and states it was removed and replaced . I thought I attached this initially, so I apologize for the delay .
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 12/31/2024

  Here's additional information provided directly from the **** Dealership that states issues with the water pump. Unfortunately, the dealership wasnt able to start work on my vehicle until March 2025, so I had to take the vehicle to another mechanic ( Precise Auto) for repair. 

  Business Response

  Date: 01/07/2025

  After speaking with Precise Automotive, we found that there were not any workmanship issues with the repair done on the water pump at Express Oil Change. The vehicle is outside of both of our 12 month and 12,000-mile warranty. However, Express Oil Change is willing to compensate for half of the repair that was done at Precise Auto. The total job was $3435.08. Express Oil Change is willing to compensate $1717.54 to help cover the cost of the repair.

  Customer Answer

  Date: 01/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Will the refund be issued in check form ? 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 took a vehicle to this location in early April 2024 and had approximately $2500 in repairs done. The issue continued so we took it back to the same location multiple times for overheating, which we were told may happen. The last visit, their manager stated that they were never going to get all of this out of the system. When it overheated again 2 days later, we took it to a different Express location and was told that it looks like the heads have a leak and they dont do head work so we would have to take it somewhere else for evaluation and probably repairs. We did. We had to have the heads resurfaced and the car would not hold oil pressure after this work and replacing the oil. After paying another $1200, we took it to a 3rd mechanic who found a rod knocking, and the car requires a new engine now. Because of the misdiagnosis, we now have to pay an additional $3500-$4000. No where in our work orders does it state that the oil level was ever checked, let alone replenished. The *** of Express Oil (***) said they would refund what we spent with them, but because we did not tell them we were taking it to another mechanic, their work was void. It was their Mechanic who told us to take it elsewhere. When my husband and I discussed this and agreed to the refund, *** ceased all communication and said the offer was no longer valid. I contacted their corporate office on 06/18/22 and was told their Sr ** (******) would be in touch with me that day. It has been 2 days, I have made multiple calls back to the corporate office and have been told by their customer care representative that they do not know if ****** intends to return my call. We are not looking for some big payout. At this point we would like the refund we were promised so we can get our daughter back in her car before she leaves for school next month. It is despicable that a business is operated this way and customers are treated as poorly and lied to as we have been multiple times.

  Business Response

  Date: 07/06/2024

  After reviewing the information provided, Express Oil Change is confident in the resolutions that have been offered to the customer. On three different occasions, we offered to refund the customer the full amount of the repair. All three times, the customer declined to be compensated and declined the refund. After the third decline, Express Oil Change received a phone call from a car dealership that was requesting to get the refund, instead of the customer. At that time, ********************** Oil Change elected to decline any refunds for this situation after it was escalated to our corporate level. Not only did the customer decline the refund 3 times, but they also voided their warranty by getting their vehicle repaired by an independent mechanic. Express Oil Change was not given the opportunity to make the repair. After the independent mechanic repaired one issue, another issue arose. As stated on every Express Oil Change invoice, which the customer signed, In event of a problem after service of any kind, Express Oil Change must be notified and allowed to check the vehicle before any repairs are made.Any other action shall void any warranties whether written or implied. Express Oil Change attempted to make a good faith effort to refund the customer, but as the situation progressed, we decided to not pursue any more reimbursement for the customer. The customer was made aware on their invoice that other problems may arise and may have underlying issues after repairs. The customer acknowledged those statements and signed the invoice. Pictures of the internal engine damage were documented and shown to the customer. ********************** Oil Change attempted to make this right with the customer, despite no wrongdoing being found on our side. Express Oil Change is extremely confident in the course of action we have taken to take care of this customer. The customer declined every attempt. 

  Customer Answer

  Date: 07/08/2024

   
  Complaint: 21879439
  
  I am rejecting this response because:

  This is not entirely true. I personally spoke with *** (DOO) on 06/10/24 at approximately 4:30 PM. During this call, I told him that the last time we took the car to Express, it was a different location (************, **) because it was the closest to us when it overheated again and we wanted a second opinion, but we also had a good history with Express Oil over the last 8 years and didn't want to go anywhere else at that time. The Express Oil mechanic at this second location informed us that he flushed the system but also suspected there was a leaking head gasket, but they did not do any head work and advised us we would have to take it to someone else. Subsequently, we did independently hire this same mechanic to replace the head gasket and have the head resurfaced. So, technically, no work has been done on this car since the issues arose other than by an Express Oil mechanic.   After a lengthy conversation, I informed *** that I needed to discuss this with my husband but due to my work schedule, I would not be able to get back with him before the end of the workday. *** told me to discuss it with my husband and let him know what we decided the next day (06/11/24). Again, on the morning of 06/11/24, I had a chaotic workday and was unable to call at the time, so I sent a text letting *** know that I had not forgotten to call. In the meantime, I did ask the mechanic, who is also the financer of the car to look into an engine in the ************ area that *** told me about locating online for $2100. In the process of looking for this engine, the mechanic/financer contacted ***, which was not uncommon as he had spoken with a few people at Express Oil since these issues began. I was not aware of this conversation until I was contacted by the financer informing me that he would be working with Express Oil on our behalf. At the time, I was still at work and unable to break away to call *** to verify this information, so I sent another text asking him if the information I received was accurate and they were good with that scenario. No declination of the offer was given to them by myself or my husband on 06/11/24. The offer was actually retracted after I requested confirmation on what I was told by the financer. I sent a final text shortly after receiving a text back from *** saying no, they were not OK with that. This message was actually an acceptance of the offer, but *** would no longer reply or answer my calls. He did later answer a call from my husband on the afternoon of 06/11/24. *** informed him over the phone that the offer was no longer valid even though we had sent the message accepting. 

  I am in no way trying to be difficult, but we accepted the offer after were informed that we would be able to get an engine for approximately the cost of the initial repairs. As of right now, we are looking at sending our 18 year old daughter 2 hours away to college with no vehicle because the offer was pulled out from us before we could give a final answer. This decision was based on a conversation that we were not a part of with the financer of the vehicle and we were not given the opportunity to give an final rejection or acceptance. 

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/30/2024

  A resolution was made that the customer accepted. 

  Customer Answer

  Date: 07/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************