Lube Services
PROMPTO 10 Minute Oil ChangeHeadquarters
Complaints
This profile includes complaints for PROMPTO 10 Minute Oil Change's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 19 total complaints in the last 3 years.
- 7 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/06/2024
Type: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: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: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.
Oil change at Prompto Oil (**********) on 8/5/23 with mileage ****** worked 2 weeks, then was away for 10 days Arrived back home on 8/25/23 to find that my engine was having problems 8/25/23 had my car towed to ********************* (******, **) to be evaluated 8/28/23 I was notified by ******* that they found the oil filter was not properly installed (oil filter was not tight, and had 2 gaskets which leaked out engine oil). They also found a lot of metal in the oil from the engine. I was told that my car needed a full engine replacement.A week later I met with Prompto at ******* where the district manager looked at my car after acknowledging that the filter was not installed properly AND that they had fired the technician who worked on my car.Business Response
Date: 10/02/2023
To whom it may concern,
When this issue was brought to our attention, we took action to contact the customer back and inspect the vehicle. The issue with the oil change was already being corrected by the ****** dealer. upon inspection we found no oil shavings or an internal noise resulting from the leaking oil filter. The engine was carefully listened to with a stethoscope to ensure no internal damage was done. We offered the customer a refund for the ********************** oil ********************** and the cost for the dealership to correct the issue as well as a 24 month, ****** mile warranty that would cover a rental and engine replacement by our insurance company should the engine fail from our leaking oil filter. The dealer is continuing to tell the customer the engine needs to be replaced when the vehicle is fine at this point. Our suggestion to the customer is to drive the vehicle and IF an issue occurs it can be investigated by our insurance company, as of right now there is nothing to investigate.
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 #20676331. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************Initial Complaint
Date:09/29/2023
Type: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: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: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.]
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,****
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.
Initial Complaint
Date:12/05/2022
Type: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 Tuesday 11/29/22 I took my 2021 Jeep Grand Cherokee to Prompto at ***************************** in ******** ***** for. While technicians were servicing my vehicle, the oil filter adapter housing was cracked and broken, which was not mentioned. I paid for my oil change and went about my day. Two days after the oil change on 12/1/22, I began smelling burning oil. I checked my oil levels and found NO oil in my vehicle. I called the same Prompto location and told them I wasnt able to drive it due to no oil. They sent an associate to my house to add oil and check on the cause of the leak on Friday morning 12/2/22. My fianc stayed home and missed a half-day of work to meet them. Associate added oil to the Jeep and re-tightened the drain plug to the correct torque. She said they had a new employee and that the drain plug *** not have been tightened enough and also explained that the bottom of the vehicle was soaked of oil. The associate left saying that it should be all set and that she filled the vehicle with oil. My fianc started the vehicle up, burning oil was smelt. Oil was noted to be dripping at large volumes from the vehicle. Once again determined to be un-drivable and AAA was called for a tow to the Dealership where it was purchased. A technician looked it over and determined that the Oil Filter Adapter Housing was cracked and broken during that oil change. An estimate and print out of repairs were obtained from the mechanic, which ended up being $930. 64, with the repair taking upwards to two weeks. We took this estimate to Prompto the following morning. We explained the situation and what damages had been discovered during the oil change. The manager at that point was contacted and provided a copy of the repairs and costs of them. The manager's response was, There is no way I am going to pay for this. I will decline your claim. Prompto needs to be held responsible for the damages they caused to my vehicle during the oil change. The part was broken due to negligence.Business Response
Date: 12/06/2022
Good morning,
The customer did receive an oil ********************** on 11/29/22 from our Rockland location. When they called a few days later stating they had a leak we do what we do best: ***************** We take every claim seriously and sent someone out to inspect our work and assist in diagnosing the issue. The vehicle was low on oil, and we filled it up. Our Field Manager **************** brought in to assist in explaining the issue to the customer(s) who were hostile at times.**** explained that this is unfortunately a common issue for this motor (3.6l Pentastar V6 for Dodge, Ram, Jeep, Chrysler). Every vehicle manufacturer has some faults, defects, TSBs & recalls. We keep a close eye on the ones that are related to oil due to the number of vehicles we service. We have seen this Pentastar issue many times before which is why we explained the issue to the customer and attempted to point them in the right direction.
What actually is the issue?
The issue involves the oil cooler housing which the oil filter is attached to. Most of this part is made of plastic that has hot oil running through it and sits in the middle of the engine gather heat. The plastic part eventually gets brittle or warps from the heat. This creates the oil leak. It is a very common issue regardless of age and mileage. ***** has not issued a TSB or recall on this issue and will point blame at whomever performed the last oil change. MOPAR has stopped manufacturing this part and are using parts made from other vendors.
(See article attachments)
We have seen this issue many times. We recently had a customer have this part replaced at a MOPAR dealer only to have it leak again just a few months later.
SOLUTION
MOPAR accepts blame and corrects issue for not only this customer but countless others.
OR
Replace the plastic oil cooler housing with an aluminum one that does not warp in the heat.
VEHICLE HISTORY
When the customer was in on 11/29/22 it had ****** miles on the vehicle. The previous oil change sticker stated it was due at ******. It was also noted "N.O.S" meaning there was ****** on the Stick. This vehicle was over 2 qts low when it came in for the oil change.
CONCLUSION
We investigated the claim, explained the issue and how to get it corrected. This is a common issue where the fault is the plastic product, not the person servicing the vehicle. We service hundreds of thousands of vehicles each year, when we make a mistake, we make sure we pay to correct it. Sadly, this is not one of them.
Thank you,
*********************
Director of Operations
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