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Business Profile

Lube Services

PROMPTO 10 Minute Oil Change

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lube Services.

Complaints

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

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PROMPTO 10 Minute Oil Change has 26 locations, listed below.

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    Customer Complaints Summary

    • 17 total complaints in the last 3 years.
    • 5 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:12/05/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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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