ComplaintsforSehome Xpress Lube
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Complaint Details
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Initial Complaint
04/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
***** 6/21/23 had ****** mile maintenance, all OK no oil leaks ***** oil change at Sehome Express Lube 3/7/24, started noticing oil leak ***** 4/22/24 had to get new oil pan due to new hairline crack, ********************* ******* (see notes) $830Business response
05/17/2024
To ******************
Resolution Specialist at BBB
RE: Complaint ID ********
The customer came in for an oil change on 3/7/2024. During the service, the employees noticed the oil drain plug *** not have been seated correctly in the oil pan. The employee completed the service and informed the customer both verbally and on the receipt that there *** be issues with the oil pan from the previous service. They recommended the customer see a full-service shop to have it looked at as soon as possible. The customer continued to drive the vehicle for over 40 days and 1800 miles before the issue was addressed.
I believe our obligation to provide the service and information regarding the customers vehicle was completed successfully. Although we can make recommendations to the customers to help protect their vehicle, we cannot make the customers follow them.
Sincerely,
Owner
Sehome Xpress LubeCustomer response
05/21/2024
Complaint: 21646746
I am rejecting this response because:
Sincerely,
***********************Nothing was said to me. This is a lie. There was no leak prior to this oil change. The invoice states the drain plug came out rough. Nothing more. Nothing about any crack. The crack was clearly a result of this oil change and rough and excessive force.
Initial Complaint
10/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The letter below describes most of which my complaint consists of:Sehome Express Lube **************************************************************** Attn: **** ******* Change Mishap Sir:My granddaughter recently had an oil change performed on her car at your facility. From there, she drove to ********* to see family, after which they contacted her to alert her that her car had leaked a substantial amount of oil in the driveway and to check it immediately. Upon arriving **********, it was discovered that almost all the oil had leaked out and she came close to blowing the engine. Two days ago she returned to Sehome and addressed the issue with you. You not only failed to show any concern whatsoever, you made excuses, were dismissive, condescending and took no responsibility. I would like you to take a few things into consideration:- Had she not been advised of the problem, she could have blown the engine in her car - With her car disabled, she could have been stranded on Deception Pass or anywhere between ********* and ********** - She is a college student who not only incurred what I consider to be a steep bill for an oil change, but incurred even more expense replacing the oil she lost - She was without transportation for 2 days I feel the responsible thing to do is refund the money she paid for the oil change. Please respond to this by Monday, October 23. If there is no reply, I intend to copy this letter to ***********************, Owner; ********** Chamber of Commerce; the Better Business Bureau and Social Media.I look forward to a fair resolution,*****************************Business response
11/08/2023
11/08/2023
To: ****************
Response to BBB complaint ID # ********
From: ***********************, Owner of Sehome Xpress Lube
I have spoken with our technicians about the customer complaint. They explained that the customer was verbally told of the problem with the drain plug and shown the drain plug itself. It was then explained that the customer should find a full-service shop to get the oil pan looked at as soon as possible. This was also noted on the customer receipt. Instead, the customer drove 40 miles to *********. Then another 20 miles to **********. Our technicians can advise the customer of a course of action but cannot make them comply. I dont think they could have done anything differently.
Thanks for your interest.
***********************
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.