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Castrol Premium Lube Express complaints

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12631 Hwy. 90
Grand Bay, AL 36541 | Get Directions

(251) 865-9243

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Total Amount in Dispute:
$506.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Castrol Premium Lube Express closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Castrol Premium Lube Express

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8/3/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: $505.83 Amount Settled: $0.00

Customer Complaint

7/6/2023

They charged me to change my upper and lower ball joints my husband was out of town working when he got home he took the tire off to look cause it still wasn't driving right and they didn't change anything the part they said they changed is dry rotted Resolution Sought Give my money back

Company Response

7/31/2023

Customer came in to have work completed on his front end in October of 2022. We replaced his upper and lower ball joints and did an alignment. He called back in june of 2023 stating we did not actually replace the parts and he wanted a refund so we asked him to bring in the vehicle so we could look at what he was saying was wrong. When he came in we jacked his truck up and he admitted that the parts had no dry rot cracks and had been replaced. We checked the parts that had been replaced and one was a defect from the factory so we offered to warranty the job free of charge the next day. He agreed to bring the vehicle in the next morning to have the work warrantied and he never showed up or called and we never heard from again just received a letter from the BCA.

Customer Rebuttal

7/31/2023

I never agreed that they had changed that he tried convince me that the part was defected and he would warranty it but I was upset he tried to lie to me but I can prove they where never changed and on my recipe it says replacement of upper and lower ball joints and alignment and on top of that because of them not fixing my car it wore my front tires out and had to be replaced I have put out more money why should I trust them I m better off doing it my self

Company Final Response

8/1/2023

Our offer to warranty the work stands. The parts company already sent new parts to be warrantied since they have a defect and we will be happy to fix it.

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