Complaints

This profile includes complaints for PROMPTO 10 Minute Oil Change's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  PROMPTO 10 Minute Oil Change

  224 Center St Auburn, ME 04210-6150

• 

  PROMPTO 10 Minute Oil Change

  261 Western Ave Augusta, ME 04330-4933

• 

  PROMPTO 10 Minute Oil Change

  473 Wilson St Brewer, ME 04412-1414

• 

  PROMPTO 10 Minute Oil Change

  1142 Lisbon St Lewiston, ME 04240-5026

• 

  PROMPTO 10 Minute Oil Change

  471 Forest Ave Portland, ME 04101-2005

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:05/29/2025

  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.

  On May 13, 2025 I went to Prompto at 8 AM for an oil change. I was leaving on a lengthy trip for a conference later that evening. I work remotely and so I did not drive the car during the day and left at 6:30 PM. Less than an hour into my drive and about 40 miles from home, the check engine light came on. I read the basic information on the dashboard gauges and noticed the oil pressure was dropping rapidly so I pulled over to the side of the road and got a tow to avoid any damage to my engine as I did confirm, it was indeed leaking oil.I had to rent a car to make it to my conference on time and had a significantly longer day of driving on Wednesday than I wouldve if I had left Tuesday night as planned since I was going to be driving about six hours. I missed my hotel reservation on Tuesday night since the tow truck did not show up till 9 PM and I did not get home until midnight.Upon returning from my conference, my mechanic inspected the Jeep and said that he had never seen anything similar, where the oil filter housing was cross threaded and broken, the O-ring seal was damaged. Both of these issues were very clearly due to the oil change that Prompto performed. Fortunately, my insurance covered over half of the cost to pay my mechanic.I contacted Prompto asking them to simply reimburse me for my insurance deductible, the cost of the rental minivan, and the cost of the hotel booking that I missed. I explained to them that had my engine totally seized. I would be searching for a lot more money. I did not ask for anything unreasonable, I did not even ask them to compensate me for all the hassle and time lost for this conference, which I have been planning for over six months. I am simply looking for them to take care of their customer and they refuse to do so so Im filing a complaint with the Better Business Bureau and going to take them to small claims court to get the $1300 that Im asking for reimbursement.

  Customer Answer

  Date: 06/10/2025

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:03/10/2025

  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.

  just now New If I could leave a negative star I would! The technician over torqued my oil filter, broke the housing in my jeep causing a leak which thankfully I saw quickly in fresh snow! But these professionals refused to take accountability and cost me not only the $100 for the oil change but $900 to fix what they broke! We have had our 3 vehicles oil changed regularly at this location for years, but after this type of treatment they just lost a consistent, well paying and tipping customer! If you value your vehicle DO NOT EVER LET THEM TOUCH IT!

  

  Business Response

  Date: 03/13/2025

  To whom it may concern,
  
  We were in contact with this customer the day they reported this & gave us a 1-star ****** review.
  The customer came back complaining of an oil leak, our District manager inspected the vehicle and determined it was the oil cooler housing. Servicing as many vehicles as we do we come across common issues related to oil. The Jeep 3.2l & 3.6l **************** have issues with this part. The common claim is that we overtightened the filter, the reality is the part is plastic in the center of the engine that gets hot and cold. The plastic part begins to warp and leak oil.
  Jeep/Dodge/******** is yet to issue a recall an issue on this part despite it being extremely common.
  On 3/11/25, our General Manager was able to visit the garage **** ***** took the vehicle to, he inspected the part and found no cracks or damage to the plastic part. He then called several dealerships with **** ***** mechanic so he could learn that it is a common issue.
  We are sorry to see the customer is dealing with this issue,but we were able to determine it was not related to the oil change at our facility. 

• Initial Complaint

  Date:08/27/2024

  Type:Sales and Advertising 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 went to prompto in ************ for a oil change . I smelt oil an breaks sqweeking after I left .so I took the car to my mechanic thinking prompto just might have spilt oil. ******* works on my car an found the handle to my dip stick laying on the motor an oil everywhere. My car is covered in oil. An the stick stuck in the oil tube. It cost me ****** from herveys an a 2 day loss of work at 275 a day. I would like to be reimbursed the oil change I paid for plus the cost from my mechanic of ****** an I'll continue to use you guys because I haven't had a issue til now.

  

  Business Response

  Date: 08/27/2024

  Good afternoon,

  I am unsure why the customer has reached out through ******************** as the customer was in our ************ location only a few hours ago to report the issue for the first time. The store manager was shown the broken dipstick and got copies of our invoice and the repair invoice. The customer was told it would be faxed to the Regional Supervisor and they would be in touch. Our average turnaround time for non-catastrophic claims is ******************************************************************************* tomorrow morning. 

  At Prompto we have 25 locations in ***** and ** and perform hundreds of thousands of oil changes annually. While we aim for perfection and excellent customer, unfortunately situations like these arise and we do everything we can to make it and make the customer happy.

   

• Initial Complaint

  Date:05/18/2024

  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 got an oil change on 05/03/2024 and my motor Blew, I called Prompto Oil and complained to them, A guy showed up at my house he was very decent and said yeah theres no fixing this took photos of the receipt I had from them, also took a video of my car he said he going to file a complaint, and I got a call a couple hours later from a gentleman being so rude and ignorant I ended up having to hang up. My issue is I have never had any mechanical problems with my car and ever since they did an oil change my motor blew. I feel like they should come good for it.

  Customer Answer

  Date: 05/28/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 06/20/2024

  Good morning to all and our apologies for the delay.

  We can confirm this vehicle was serviced at Prompto and an issue was investigated after. The customer came in approximately 300 miles EARLY and low on oil, so low that low oil light was on, and it was noted on the invoice.  The store manager looked at the vehicle and is most likely the one to say," yeah theres no fixing this." Which is a statement and not an admission of guilt. The engine had seized. When the customer called with the issue, they said they were driving on the interstate and the low oil light came on. The customer added 2 quarts of oil and drove it home with the engine making noise.

  The vehicle in question had driven 1500 miles since our oil change and had a history of oil consumption. It was noted as "NOS" on our invoice when it came in, meaning, ******* on Stick." This is extremely common for these vehicles as *********** have TSBs, recalls, and class action lawsuits regarding this exact issue. Simply put, as these vehicles are driven normally, they burn oil, if the vehicle owners do not check the oil level between oil changes the oil level can get dangerously low, causing damage to moving components. Additionally, this burned oil leaves deposits "gunk" in the motor, leading to other issues.

  Furthermore, the vehicle had driven 1500 miles since the oil change, proving that Prompto did in fact add oil. If we did not the vehicle may have driven a maximum of 10 miles.

  The "rude" supervisor attempted to explain this to the customer and another man (husband, boyfriend, father?) the man was rude, loud, ***** and requested to meet our supervisor so he could fight him.

  We are sorry to see that this customer is stuck in hard situation like so many other *********** owners with vehicles 10+ years old. They may not know the history of the vehicle or may not know extra precautions may be necessary to keep them running.
  

  2013 Kia ******************* miles

  2.4L GDi engine

   

  Customer Answer

  Date: 06/20/2024

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:05/13/2024

  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 went to the ********, **. Location on 04/25/2024. My car was not leaking oil before I went and never had been before this. After they changed and it said I was all set they then told me to hold on and that it was leaking. They claimed to have put in the wrong filter and switched to the correct one. My dad noticed my car was leaking oil after bringing it home so on 05/06/2024 I returned to the ********, **. Location and had them look at it. Upon further investigation they realized there was a crack coming from drain plug. Keep in mind that was NEVER there before this past oil change done by them. They then proceeded to lie to me and tell me this is a ******* recall and show me a picture from ******* forums of a similar crack. They told me there wasnt anything they could do and sent me on my way. I checked the forum myself as soon as I left and that exact post was from someone over torquing it. The manager lied to me. I called ******* immediately and explained the situation and they told me that Promto is 100% liable for this crack and that it isnt a common problem or any sort of recall. My father went and spoke with the manager of the location who claims he never showed me that picture and said it must have been a different employee. Corporate called and said its common in ******* and when we stated wed already spoken with ******* the man from corporate said too bad they arent paying for it. This is absolutely devastating as I have used promto for every single oil change since I got my license 10 years ago. It is going to take me months to save up enough money to replace an oil pan that had nothing wrong with it when I brought it in there. They know they are responsible for this damage and are still refusing to do anything about it. I am sick over this. I will never use promto again and neither will anyone I know. This is no way to treat loyal customers especially in this economy when spare money is hard to come by. Disgraceful.

  Customer Answer

  Date: 05/24/2024

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 05/28/2024

  Good morning,

  This issue with *********** steel oil pans has been a thorn in our sides for one main reason: The customer is stuck in the middle with the bill. ******* does not have a recall or a TSB on this issue even though they should. They have not stepped up to accept liability on it. Prompto has policies in place to ensure no damage occurs to oil pans or customer vehicles. 

  What's the issue with the ******* oil pans? These steel pans are thin stamped metal. Since Prompto has 25 locations and does well over ******* oil changes annually we see many of these pans. We have seen approximately 10 pans crack since this issue began. Every single crack is identical and yet peculiar as steel pans never crack! The force needed to crack a pan is much more than our employees and hand tools have to offer, leading us to believe this is a defect in the manufacturing process and not caused by our service.

  How can Prompto be so sure? We have policies when it comes to torquing drain plugs; we use a torque wrench set to 20 ft/lbs for all oil pans (steel or aluminum) to ensure the drain plug is not overtightened. This torque setting is slightly less than what ******* recommends but still enough to ensure plugs do not leak. 

  What if a plug gets overtightened? Pan threads may become worn, and the plug would need to be replaced. Drain plugs are designed to wear out first, so they are easily replaced leaving the oil pan safe. Again, the amount of torque needed to crack a steel pan is not possible with or hand tools.

  After 40 years in business THIS is the only steel pan, we have seen crack and consistently crack in the same way. We dislike that the customer is stuck in the middle, but it is not something we can accept liability on. As the automotive industry changes manufacturers are looking for cheaper, thinner, lighter, and that does always pan out well.

• Initial Complaint

  Date:03/06/2024

  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.

  Do not use this company they damaged my daughters car and refuse to cover it. He posted on social media that in a private conversation I threatened the shop. I threatened to file a lawsuit But to disclose comments of a private conversation you can see what kind of people you are dealing with.An independent mechanic confirmed they caused the damage while changing the oil

  

  Business Response

  Date: 03/11/2024

  To whom it may concern,

  This claim was initially investigated and denied as the customers father stated we broke a piece of plastic that damaged the alternator. After that they proceeded to torment us with social media comments and negative yelp and ****** reviews. While doing so they added new photos of the removed alternator. It appears that the already damaged piece of plastic exposed the alternator and unfortunately gave us the opportunity to touch it with a tool while replacing the oil filter. We contacted the customer and agreed to pay for the repair. It was repaired and paid on 3/8/24. The actual owner of the vehicle was pleasant and professional. 

• Initial Complaint

  Date:12/31/2023

  Type:Sales and Advertising 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 had an oil change today Dec. 29, 2023, and in the process of the oil change( 5 min ago) the lady doing the oil change yelled shut off the car! I saw steam coming up from inside the hood. She made a hole in a hose! She could have started a fire! And damaged by car! She doesnt have the ability and I believe upper body strength to do this job. My car is damaged! I have come to this ****** ***** business for over 10 years and never had a problem! Now I dont know if I ever want to return to Prompto and may have to tell my friends. I need my car!

  

  Business Response

  Date: 01/02/2024

  Good morning,

  We can confirm that this did happen on 12/29/23. While checking the transmission dipstick ************** bumped a coolant connection with her hand, the plastic "T" connection broke, spraying hot coolant out. This is why the technician yelled for the vehicle to be shut off. Her fear was for the safety of the technician downstairs, no damage to the vehicle occurred.

  After this happened the manager came over and assessed the situation and explained it to the customer. This vehicle is 12+ years old and it is a plastic part that constantly has hot liquid moving through it. The plastic eventually becomes brittle and can easily break. The manger explained this to the customer and that we were getting the replacement part ASAP.

  While waiting for the part to arrive the customer wrote this complaint even though we were solving the issue.

  In the end the customer was there for a total of 40 mins. The customer was not charged for the oil **********************, the coolant T, and the coolant that leaked out. We apologized for the issue that was created simply by bumping into the hose. At some point this plastic connection was going to break. 

  What is concerning is that the customer was not happy that there was a "lady" servicing the vehicle. Simply put, accidents happen, and things break on old vehicles. This issue was immediately addressed, and the customer was never without the vehicle and there was zero risk of a fire (coolant leak). 

  Thank you.

   

   

• Initial Complaint

  Date:09/29/2023

  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.

  Last week, I had my oil changed at Prompto in *********, *****.I get synthetic oil and was told that it should be changed in ***** miles. They provided a 'next oiI change due' sticker for my car at ***** miles.I looked up the oil change frequency on-line and synthetic oil only needs to be changed every ***** miles. **** I asked about the discrepancy (between ***** and ***** miles change), the workers' response was "that just what we recommend."I call it providing deceptive, incorrect and misleading information. I just happen to know when oil needs to be changed, but I am sure there are many other customers who don't know and will be spending money for something not needed with the 'too-frequent' oil changes.What I want is for the Prompto staff to 'recommend' the industry standard correctly and stop deceiving their customers.

  

  Business Response

  Date: 10/03/2023

  To whom it may concern,

  Prompto recommends 3 months/***** miles for synthetic blend oil or 5 months/***** miles for full synthetic oil. We have a sign in the waiting area at each location stating this (see attached photo). All car manufacturers recommend different intervals such as *****, *****, *****, & ****** miles between services. All cars are different and most consume oil nowadays and may not last the entire oil change interval. Oil changes are "Preventative Maintenace" to ensure larger issues do not occur. 

  Prompto recommends the industry standard of ***** miles (for Synthetic) due to *********** temperatures and driving conditions (see attached article).

  All of Prompto's products meet or exceed all vehicle manufacturer specs for oil.

  Prompto has signage for customers to see what the owner's manual recommends. 

  Prompto's employees also did not lie to this customer as they stated," that is what we recommend" is the truth. simply put, it is no pressure. We have customers that come in early, on time, late, double the mileage. Regardless of how far they CHOOSE to drive we are here to provide them with a hassle-free service.

  Prompto is not being deceptive, we are simply helping our customers take care of their vehicles. 

  If this customer chooses to drive ***** miles, it is their decision, and we have no problem with that. 

  Customer Answer

  Date: 10/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:04/25/2023

  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.

  On 12/8/2022 I went to Prompto Oil in N ******, ** for a routine oil change. I then had an appointment with **** in *********, ** to obtain my current inspection sticker only to find out my oil pan had been cracked. They provided me with a picture of the cracked oil pan and informed me that whoever did my last oil change had damaged the oil pan. I then drove the same day 2/22/23 from ************* to N ******, ** (Friday) to file a complaint. They at that time checked and filed the complaint on my behalf. At the time they said the supervisor was not present, but, they would contact and have him/her reach out to me. On 2/23/23 a *** (phone # ************) called and said there would be reimbursement sent out. Someone from ***** Automotive at *************) also called and provided the same information. It is now 4/25/23, I have had to pay close to $400.00 to correct the issue and to be able to get my inspection sticker, but, have never heard back nor have had any compensation..............Unacceptable service. I have documentation as well as cost of repair.

  

  Business Response

  Date: 05/01/2023

  Good morning,

  I have spoken to ***, the supervisor for our NH locations. While this clam sounds familiar, he was unable to provide any documents under this name. We apologize for the inconvenience this miscommunication has created. If you provide all documentation including your Prompto invoice we will investigate with fresh eyes. 

  Customer Answer

  Date: 05/02/2023

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:04/21/2023

  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 took my 2019 Kia **** in for an oil change on 1/31/23 to the Prompt on Western Ave in *******. I recently noticed oil leaks under my car so I took it to VIP to see what was happening. They showed me that the oil pan bolt was mis-threaded so they couldn't get the washer on to seal the pan and instead zip-tied it. The oil is leaking from there and the entire oil pan needs to be replaced. I've only had the car at Prompto so they clearly did this but say they didn't and that is it.

  

  Business Response

  Date: 04/24/2023

  Good afternoon,

  We have 2 major goals in this response; one is to see this be resolved in a fair manner, the second is for everyone to understand what exactly has happened because there is a lot of confusion and mixed terminology from the customer and the garage it was taken to. The first photo we provided has labels all of the parts to assist with this.

  This claim was originally inspected by our store manager **** and then by our Senior Field Supervisor ****. At no point have we seen anything in writing from VIP about what they think happened and why exactly the entire oil pan needs to be replaced.

  Timeline: The oil change was performed on 1/31/23 at the ******* Prompto. On 4/21/23, almost 3 months later, the customer states they noticed oil leaks and took it to VIP. The customer contacts us stating we need to pay for a replacement oil pan.

  Why is there oil leaking so long after the oil change at Prompto?

  Why exactly does the oil pan need to be replaced?

  When Store Manager **** spoke to VIP they stated that they drain plug was cross threaded and that they had not removed it to drain the oil. You would not be able to diagnose the drain plug unless you remove it. In the photos you can see oil leaking near the plug, it is important to note that when diagnosing any automotive fluid leak, you must find the highest point to find the cause. In this case it would be the Oil Pan Gasket. This is the gasket that is sandwiched between the engine and the entire oil pan.

  IMPORTANT: After removing the drain plug a technician would be able to see if the pan threads were worn. At that point someone could run a tool called a tap through to clean up the threads and install a new drain plug and drain plug gasket. Prompto does this service at no charge and only charges $5.00 for the new drain plug. If this was the only issue with the oil pan it can be quickly fixed and does not need to be replaced.

  Oil Pan Gasket: As we dig deeper into this strange scenario, we see a drain plug gasket on a zip tie. one end of the zip tie is tucked under a Pan Bolt (used to fasten the Oil Pan to the engine). It is important to note that Prompto does not stock this style zip tie and we would not touch any Pan Bolts. So how did this spare gasket and zip tie get there? That is difficult to find an answer as it has been 3 months since Prompto has seen this vehicle. Who knows who has touched this vehicle since, and it appears to be time for the vehicle to have another oil change.

  IMPORTANT: ******* Pan Gasket appears to be the reason why VIP is suggesting the pan needs to be replaced. Have they cleaned the oil off the pan to determine the reason for the leak? How low was the oil level when the vehicle was brought to VIP. More information is needed before we can determine what needs to be done to this car. It is very likely that this vehicle would have run out of oil if it left Prompto on 1/31/23 like this. 

  It appears VIP has jumped to the most expensive conclusion that the Oil Pan needs to be replaced without taking all the necessary steps to solve the situation and help the customer. 

  Proposed Resolution:

  Prompto is shown invoices of the last two oil changes on the vehicle (Customer states it is always brought to ***********************.

  Prompto refunds the customer for the oil ********************** on 1/31/23 (If the original invoice is provided).

  Prompto is able to inspect the drain plug and if needed, tap the pan and replace the Drain Plug and Drain Plug Gasket (at no charge).

  Prompto is given a copy of VIP's diagnosis including the reason for the leak and an estimate (After we can discuss a further resolution with the customer).

  At this point ********************** does not accept liability for the potential Oil Pan Gasket leak, the situation is highly irregular, and we do not feel our technicians have anything to do with zip tie or the Pan Bolt. If there is an issue with the drain plug it is an EXTREMELY easy fix. VIP could have handled it for the customer while redoing the oil ********************** and we would have paid for it. Another option would have been the customer to return to us, we would have corrected any issues with the Drain Plug for free (normally $5). **************** should be the priority, not recommending the most expensive repair.

   

  Customer Answer

  Date: 04/24/2023

  Better Business Bureau: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 # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
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  FAQ
  
  Regards,

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  I contacted Prompto when I learned about this issue and was flatly told they were not responsible and no options for repair were presented to me. I'm attaching the original invoice and a photo of Prompto's oil sticker that is still on the car. No one has touched this car for repairs since I brought it to Prompto for the oil change and VIP for the leak. 

  It is obvious that the locking washer (gasket) was attached to the oil pan via a zip tie. If Prompto didn't attach it they should have notified me of this issue when it was in their shop in January. It is very obvious that they did this for that reason. Prompto was the last place to touch the oil.

  VIP didn't have the oil pan in stock and so they were unable to determine if it needed to be replaced for certain. They were unwilling to remove the bolt without a new oil pan because the vehicle would be stuck in their shop until the oil pan was replaced. VIP expects to get the oil pan this week and will remove the bolt and will then know for certain if it is cross threaded. If it isn't it will still need repairs but those repairs would be less costly than replacing the oil pan.

  I want to work with Prompto to figure this out and was stunned at how flatly they just denied everything. I'm not looking for the most expensive repair; I just want my vehicle to be in the shape it was when I took it to Prompto for the oil change.  Please see the attachments.