March 29, Re: [redacted] Case # [redacted] Thank you for contacting us in regards to [redacted] complaint I personally spoke with Mr [redacted] today regarding his Jiffy Lube service on March 15th with his [redacted] I offered Mr [redacted] a $ [redacted] gift card that could be used towards a future Jiffy Lube service at any location in compensation for the service he feels was not performedHe refused the offer at that timePlease have him call me directly if he wishes to accept our offer Thank you again for contacting us and if you have any questions please feel free to contact me at ***-***- [redacted] Ext: *** Best Regards, Ryan R [redacted] Customer Service Manager
Re: [redacted] - # [redacted] Thank you for contacting us concerning Ms [redacted] complaint We have researched the situation and our customer care coordinator contacted Ms [redacted] directly on June 5thWe agreed to send Ms [redacted] a $ [redacted] gift card that she can use for future services at any Jiffy Lube facilityMs [redacted] accepted our offerWe appreciate your efforts in helping us retain our customer Thank you again for contacting us and if you have any questions please feel free to contact me at ***-***- [redacted] Ext: *** Sincerely, Ryan R [redacted] Customer Service Manager
October 17, Via Internet Re: [redacted] Thank you for contacting us in regards to Ms [redacted] complaint I would like to take this time to thank Ms [redacted] for being a valued Jiffy Lube customer and for making us aware of the service issues concerning her recent visit to our store Ms [redacted] brought her [redacted] in for service on September 15thAccording to our company’s records, this was the first time this vehicle has been serviced at any of our Jiffy Lube storesAt the time of the service, Ms [redacted] had 163,miles on itIt was notated on her Jiffy Lube invoice her brake light was on prior to service, the ABS light was on prior to service and there was a transmission leak prior to service on her [redacted] Also during the Jiffy Lube service, coolant was added to her vehicleSince coolant is a closed system, if the Jiffy Lube employees found the fluid low, then there has to be a coolant leak on Ms [redacted] She also stated in the letter to your office the Jiffy Lube employees told her about a layer of sludge in her coolant tank [redacted] also documented the brake issues, play in her steering, noise from the differential and catalytic converterThey advised Ms [redacted] not drive the vehicleUnfortunately based on our company’s investigation, we are unclear how the Jiffy Lube service was negligent and therefore cannot offer a refund of the service On behalf of everyone at Jiffy Lube, I apologize that she was not completely satisfied with her serviceWe service over 50,vehicles nationwide on a weekly basis and strive to give every customer the quality service they expect and deserve We regret that Ms [redacted] service experience did not meet this standard Thank you again for contacting us and if you have any questions please feel free to contact me at [redacted] Sincerely, Ryan R [redacted] Customer Service Manager
This refers to complaint ID [redacted] .In summary, Jiffy Lube upsold me a service in addition to an oil change, whereby for an additional $they would replace the differential fluid They drained it, put the cap back on, sent me on my way, and this caused my car to break down within minutes of driving it My car was in the shop for one week We lost the first day of our beach vacation and had to, in order to save the remainder of the vacation, squeeze everyone in to an old, inherited pickup truck in order to be on our way This was necessary as the district manager refused to address this until the next week and there was no authorizations or offers to provide us with a rental car.After my car was out of service for one week, Jiffy Lube paid for the repairI asked for restitution for my car being out of commission for one week, in addition to the cost of the service they never completed They refused to reimburse me for the time I was without a car, citing "there are no receipts and we can't pay you without a receipt" I told him I should be offered the amount it would have cost me to rent a [redacted] for one week, since that was what they took from me He said, "well you didn't rent one", and I pointed out that I couldn't, because the DM was hiding and therefore could not authorize it!They ignored the request to reimburse me for the service they never completed They continued to defend their hiding District Manager, who said, "I DID call you and left you a voice mail" I pointed out to him that my Iphone not only reflects missed calls but accepts voice mails, neither of which it reflected, and which I was waiting for the entire day my car was wrecked, and never received until the fourth day after I sent in a Revdex.com complaint.This email serves as a continuation/rebuttal because they have not yet made full restitution.Thank you for your time Please call me a* [redacted] if there are any questions.Regards, [redacted]
Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Recorded conversation of stores assistant manager ,stating its jiffy lubes problemLong recorded conversation of managers agreeing with me it was jiffy lubes fault.Manager of store stating car front and rear seals blew out cause no oil ,mechanics stated that was not the issue Recorded conversation of managers [redacted] and [redacted] Regards, [redacted]
July 13, Via Internet Revdex.com Attn: *** *** Moorefield Park Drive Suite Richmond, VA Re: *** *** Complaint #*** Dear Ms***: Thank you for contacting us concerning Ms***’s complaint I
personally spoke with Ms*** and her mechanic at *** *** yesterday and our company has accepted liabilityI gave the go-ahead to Sterling at *** *** based on their estimate sent to our office on July 12thSterling at *** *** will fax our company a final repair bill and we will overnight a check for the repairs to Ms***’s *** ***Any other expenses Ms*** is requesting to be reimbursed for need to be submitted to our office at fax #919-828-or email *** Thank you for your time and if you have any questions please feel free to contact me at 800-216-ext*** Best Regards, Ryan R Customer Service Manager
Re: *** *** - #*** Thank you for contacting us concerning Ms*** complaint We have researched the situation and our customer care coordinator contacted Ms*** directly on June 5thWe agreed to send Ms*** a $** gift card that she can use for future
services at any Jiffy Lube facilityMs*** accepted our offerWe appreciate your efforts in helping us retain our customer Thank you again for contacting us and if you have any questions please feel free to contact me at ***-***-*** Ext: *** Sincerely, Ryan R*** Customer Service Manager
July20, 2015 Via Internet Better BusinessBureauAttn: ComplaintDepartment Re: Charles*** - #10721820 DearComplaint Department: Thank you forcontacting us in regards to Mr***’ complaint. Iwould like to take this time to
thank Mr*** for being a valued Jiffy Lubecustomer and for making us aware of the service issues concerning his recentvisit to our store. Onbehalf of everyone at Jiffy Lube, I apologize that he was not completelysatisfied with his serviceWe service over 50,vehicles nationwide on aweekly basis and strive to give every customer the quality service they expectand deserve. We regret that Mr***’service experience did not meet this standardWe will forward his informationto our Director of Operations so we can prevent these types of issue fromhappeningDuring the service Mr*** was offered a free tire rotation to beused during a future serviceAlso, I personally offered him a gift card thatcould be used towards a future tire rotation at Jiffy LubeMr*** refusedboth offersDuring our conversation today, I explained the pricing of theservice on his *** *** ***If he has any further questions, please have himcontact me directly. Thank youagain for contacting us and if you have any questions please feel free tocontact me at *** *** *** Sincerely, *** *** Customer ServiceManager
May 21, 2015Via Internet Revdex.com Serving Central VirginiaAttn: *** *** Re: *** *** Complaint #*** Dear Ms***: Thank you for contacting our office regarding Ms***’scomplaint on her 19** *** ***I apologize for the delay in responding
toyour office Ms*** went to our Jiffy Lube at *** *** inRichmond, VA on April 11, with her *** *** *** with 160,miles foran oil changeIt was notated on her Jiffy Lube invoice the vehicle had an oilleak prior to serviceAlso, on two of the past three previous services an oilleak was notated on her invoiceIn the statement to our office, she said shewas driving on May 8th when she started experiencing problems I personally spoke with Ms*** on May 11th andafter several additional conversations the vehicle was towed by Ms*** to*** *** *** * *** ***At the time of the engine problem, thevehicle had 163,miles on itI spoke with her mechanic on May 14thto determine his diagnosisHe did say the engine was damaged and verifiedthere was an oil leak on her engineHe could not determine what caused theinternal engine damage without tearing the engine downAfter speaking with hermechanic, I told Ms*** the engine would have to be torn down on herLexus in order to fully investigate what caused the damageAt that point inthe investigation, our company would send out a third-party mechanicalinspector to verify the cause of engine failureThere is no way to verifyinternal engine damage without having the engine torn-downWe have not had anyfurther correspondence on this claim since the conversation on May 14th. At this point in the investigation, no engine tear-down hasbeen performed to verify internal engine damageThis would have to be verifiedin order to further investigate the damage to Ms***’s *** ***Ourcompany cannot take responsibility if we do not know how the Jiffy Lube servicecaused the damageIf she wishes to further proceed with the claim, please haveMs*** call our office once the engine has been torn down so we can ordera mechanical inspectionThank you again for contacting us and if you have any questionsplease feel free to contact me at *** *** ***. Best Regards, *** *** Customer Service Manager
September 2, Via Email Revdex.com Attn: *** *** Moorefield Park Drive Suite Richmond, VA Re: *** *** - #*** Dear Ms***: I apologize for the delay in responding to your office regarding this caseI
personally called Ms*** on August 22nd at the phone number provided and left her a voice messageAs of the writing of this letter, we have yet to hear back from Ms***We would be more than happy to further investigate Ms***’s claim and resolve her situationPlease have her contact us to discuss a resolution Thank you again for contacting us and if you have any questions please feel free to contact me at 800-216-Ext: *** Best Regards, Ryan R*** Customer Service Manager
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regardless of any issues with my car, Jiffy Lube allowed me to drive away with no oil in my carThis constitutes negligence as any mechanic or consumer with access to a mechanic knows that this can cause irreparable damage to the vehicle and requires immediate attentionI did my due diligence by having my car checked out and Jiffy Lube's refusal to accept responsibility for their abhorrent and dangerous behavior is truly disturbing
Regards,
*** ***
March 29, Re: *** *** Case #*** Thank you for contacting us in regards to *** *** complaint I personally spoke with Mr*** today regarding his Jiffy Lube service on March 15th with his *** *** ***I offered Mr*** a $*** gift card
that could be used towards a future Jiffy Lube service at any location in compensation for the service he feels was not performedHe refused the offer at that timePlease have him call me directly if he wishes to accept our offer Thank you again for contacting us and if you have any questions please feel free to contact me at ***-***-*** Ext: *** Best Regards, Ryan R*** Customer Service Manager
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Recorded conversation of stores assistant manager ,stating its jiffy lubes problemLong recorded conversation of managers agreeing with me it was jiffy lubes fault.Manager of store stating car front and rear seals blew out cause no oil ,mechanics stated that was not the issue Recorded conversation of managers ** and **
Regards,
*** ***
Thank you for contacting us concerning Ms*** complaint Our customer service representative spoke with Ms*** and we were able to investigate the situation with her *** *** ***Our company has accepted liability and we paid for the reasonable repairs on her PriusWe have
mailed a reimbursement check for $*** and Ms*** should receive the check within a week Thank you for your time and if you have any questions please feel free to contact me at ***-***-*** ext*** Best Regards, Ryan R Customer Service Manager
October 17, Via Internet Re: *** *** * *** Thank you for contacting us in regards to Ms*** complaint I would like to take this time to thank Ms*** for being a valued Jiffy Lube customer and for making us aware
of the service issues concerning her recent visit to our store Ms*** brought her *** *** *** in for service on September 15thAccording to our company’s records, this was the first time this vehicle has been serviced at any of our Jiffy Lube storesAt the time of the service, Ms*** *** had 163,miles on itIt was notated on her Jiffy Lube invoice her brake light was on prior to service, the ABS light was on prior to service and there was a transmission leak prior to service on her ***Also during the Jiffy Lube service, coolant was added to her vehicleSince coolant is a closed system, if the Jiffy Lube employees found the fluid low, then there has to be a coolant leak on Ms*** ***She also stated in the letter to your office the Jiffy Lube employees told her about a layer of sludge in her coolant tank*** *** also documented the brake issues, play in her steering, noise from the differential and catalytic converterThey advised Ms*** not drive the vehicleUnfortunately based on our company’s investigation, we are unclear how the Jiffy Lube service was negligent and therefore cannot offer a refund of the service On behalf of everyone at Jiffy Lube, I apologize that she was not completely satisfied with her serviceWe service over 50,vehicles nationwide on a weekly basis and strive to give every customer the quality service they expect and deserve. We regret that Ms*** service experience did not meet this standard Thank you again for contacting us and if you have any questions please feel free to contact me at *** *** *** Sincerely, Ryan R*** Customer Service Manager
December 5, 2016 Re: *** *** - #*** Thank you for contacting us in regards to Mr*** complaint. I would like to take this time to thank Mr*** for being a valued Jiffy Lube customer and for making us aware of the service issues concerning his recent visit to our
store. On behalf of everyone at Jiffy Lube, I apologize that he was not completely satisfied with his serviceWe service over 50,vehicles nationwide on a weekly basis and strive to give every customer the quality service they expect and deserve We regret that Mr*** service experience did not meet this standardWe will forward his information to our regional and district managers so we can prevent these types of issue from happeningI personally spoke with Mr*** on November 30th and apologized for the incident on the previous dayI offered to reimburse Mr*** for the quart of oil he purchased but he said it was not necessaryAt the conclusion of the conversation, Mr*** stated he would contact our corporate office in the future if he had any further problems. Thank you again for contacting us and if you have any questions please feel free to contact me at *** *** *** Sincerely, Ryan R*** Customer Service Manager
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]This is a picture the mechanic took as soon as he received the truck and found the problemClearly leaking from the filterHe said he removed the filter with fingersIt was tight enough that it leaked very slowlyI have a gravel driveway so I never noticed it since it was leaking very slowlyHe said he saw no evidence of a leak at the oil pan gasketI have used Jiffy Lube for all my vehicles for over yearsThey have always told me at the end of service if oil, antifreeze or any other fluids were low before they performed serviceThey never said that this truck was low on oil before they serviced it, so how could there have been a long term leak at the oil pan gasket as THEIR inspector claimsThis is just excuses to get out of a mistake their employees made.
Regards,
*** ***
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The *** I bought was the following: $for an Oil-Change Package (Up to $Total Value)Jiffy Lube Signature Service oil change (a $value)Tire rotation (a $value)Rain-X glass treatment (a $value)I paid $for the *** and $(on top of the $for a total of $88.03) in miscellaneous other charges (see attachment in first complaint for invoice), including the $for a tire rotation that was already paid for in the *** Package The only charge on top of the $that should have been added was the extra fee for synthetic oil, which does not come out to be $by my calculations I would like my original asking of $refunded as soon as possible I will not be returning to Jiffy Lube for any future service, including a tire rotation service Please reference the first communication to Revdex.com for the attached PDF for the cost breakdown Jiffy Lube overcharged and provided poor service, so there is no reason to return for more of what I received After talking on the phone with the Jiffy Lube representative, we could not come to a resolution on the matter He offered a coupon for a tire rotation to which I explained my reasons above He failed to acknowledge my logic and calculations and was rude in tone and conversation.*Note: Curb weight of F-SuperCab = 5,lbs max gallons of fuel = lbs Total weight = 5,lbs, which is < the 6,lb capacity that the Jiffy Lube Center told me their hydraulic lift was capable of lifting The rep on the phone was confused with this and the Gross Vehicle Weight Rating, which is 6,to 7,lbs I suggest that they get their facts straight if they're handling millions of vehicles/customers per year.
Regards,
*** ***
Thank you for contacting us in regards to *** *** complaint regarding the engine damage on his *** *** *** Mr*** brought his *** *** *** with ***,*** miles on it in for an oil change to our Jiffy Lube facility at *** *** *** *** ** *** *** ** on July
13, He told me he was driving on September 21st when the check gauges light came onMr*** got the van towed to *** *** *** in *** **At this point in the investigation, our company sent out an independent inspector from Executive Auto Inspections, a nationally known inspection company, to verify the damagesAt the time of inspection, the mileage on the vehicle was ***,***The vehicle was driven *,**since the Jiffy Lube service on July 13thThe inspector found a long term engine oil leak to a drip from the oil pan gasket with road grime build upThe road grime indicates the leak is long termThere was no indication of oil leaks from either the oil filter or oil plugBased on the inspector’s findings and the mileage interval since the Jiffy Lube service our company denied taking responsibility for the damages to Mr***’s Chevrolet We understand automotive problems can become frustratingIn addition, we are not in the business of alienating our customersBut as I am sure you can understand we simply cannot pay for damages that we do not feel are related to our service Thank you again for contacting us and if you have any questions please feel free to contact me at ***-***-*** Ext: *** Best Regards, Ryan R*** Customer Service Manager
March 29, Re: [redacted] Case # [redacted] Thank you for contacting us in regards to [redacted] complaint I personally spoke with Mr [redacted] today regarding his Jiffy Lube service on March 15th with his [redacted] I offered Mr [redacted] a $ [redacted] gift card that could be used towards a future Jiffy Lube service at any location in compensation for the service he feels was not performedHe refused the offer at that timePlease have him call me directly if he wishes to accept our offer Thank you again for contacting us and if you have any questions please feel free to contact me at ***-***- [redacted] Ext: *** Best Regards, Ryan R [redacted] Customer Service Manager
Re: [redacted] - # [redacted] Thank you for contacting us concerning Ms [redacted] complaint We have researched the situation and our customer care coordinator contacted Ms [redacted] directly on June 5thWe agreed to send Ms [redacted] a $ [redacted] gift card that she can use for future services at any Jiffy Lube facilityMs [redacted] accepted our offerWe appreciate your efforts in helping us retain our customer Thank you again for contacting us and if you have any questions please feel free to contact me at ***-***- [redacted] Ext: *** Sincerely, Ryan R [redacted] Customer Service Manager
October 17, Via Internet Re: [redacted] Thank you for contacting us in regards to Ms [redacted] complaint I would like to take this time to thank Ms [redacted] for being a valued Jiffy Lube customer and for making us aware of the service issues concerning her recent visit to our store Ms [redacted] brought her [redacted] in for service on September 15thAccording to our company’s records, this was the first time this vehicle has been serviced at any of our Jiffy Lube storesAt the time of the service, Ms [redacted] had 163,miles on itIt was notated on her Jiffy Lube invoice her brake light was on prior to service, the ABS light was on prior to service and there was a transmission leak prior to service on her [redacted] Also during the Jiffy Lube service, coolant was added to her vehicleSince coolant is a closed system, if the Jiffy Lube employees found the fluid low, then there has to be a coolant leak on Ms [redacted] She also stated in the letter to your office the Jiffy Lube employees told her about a layer of sludge in her coolant tank [redacted] also documented the brake issues, play in her steering, noise from the differential and catalytic converterThey advised Ms [redacted] not drive the vehicleUnfortunately based on our company’s investigation, we are unclear how the Jiffy Lube service was negligent and therefore cannot offer a refund of the service On behalf of everyone at Jiffy Lube, I apologize that she was not completely satisfied with her serviceWe service over 50,vehicles nationwide on a weekly basis and strive to give every customer the quality service they expect and deserve We regret that Ms [redacted] service experience did not meet this standard Thank you again for contacting us and if you have any questions please feel free to contact me at [redacted] Sincerely, Ryan R [redacted] Customer Service Manager
This refers to complaint ID [redacted] .In summary, Jiffy Lube upsold me a service in addition to an oil change, whereby for an additional $they would replace the differential fluid They drained it, put the cap back on, sent me on my way, and this caused my car to break down within minutes of driving it My car was in the shop for one week We lost the first day of our beach vacation and had to, in order to save the remainder of the vacation, squeeze everyone in to an old, inherited pickup truck in order to be on our way This was necessary as the district manager refused to address this until the next week and there was no authorizations or offers to provide us with a rental car.After my car was out of service for one week, Jiffy Lube paid for the repairI asked for restitution for my car being out of commission for one week, in addition to the cost of the service they never completed They refused to reimburse me for the time I was without a car, citing "there are no receipts and we can't pay you without a receipt" I told him I should be offered the amount it would have cost me to rent a [redacted] for one week, since that was what they took from me He said, "well you didn't rent one", and I pointed out that I couldn't, because the DM was hiding and therefore could not authorize it!They ignored the request to reimburse me for the service they never completed They continued to defend their hiding District Manager, who said, "I DID call you and left you a voice mail" I pointed out to him that my Iphone not only reflects missed calls but accepts voice mails, neither of which it reflected, and which I was waiting for the entire day my car was wrecked, and never received until the fourth day after I sent in a Revdex.com complaint.This email serves as a continuation/rebuttal because they have not yet made full restitution.Thank you for your time Please call me a* [redacted] if there are any questions.Regards, [redacted]
Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Recorded conversation of stores assistant manager ,stating its jiffy lubes problemLong recorded conversation of managers agreeing with me it was jiffy lubes fault.Manager of store stating car front and rear seals blew out cause no oil ,mechanics stated that was not the issue Recorded conversation of managers [redacted] and [redacted] Regards, [redacted]
July 13, Via Internet Revdex.com Attn: *** *** Moorefield Park Drive Suite Richmond, VA Re: *** *** Complaint #*** Dear Ms***: Thank you for contacting us concerning Ms***’s complaint I
personally spoke with Ms*** and her mechanic at *** *** yesterday and our company has accepted liabilityI gave the go-ahead to Sterling at *** *** based on their estimate sent to our office on July 12thSterling at *** *** will fax our company a final repair bill and we will overnight a check for the repairs to Ms***’s *** ***Any other expenses Ms*** is requesting to be reimbursed for need to be submitted to our office at fax #919-828-or email *** Thank you for your time and if you have any questions please feel free to contact me at 800-216-ext*** Best Regards, Ryan R Customer Service Manager
Re: *** *** - #*** Thank you for contacting us concerning Ms*** complaint We have researched the situation and our customer care coordinator contacted Ms*** directly on June 5thWe agreed to send Ms*** a $** gift card that she can use for future
services at any Jiffy Lube facilityMs*** accepted our offerWe appreciate your efforts in helping us retain our customer Thank you again for contacting us and if you have any questions please feel free to contact me at ***-***-*** Ext: *** Sincerely, Ryan R*** Customer Service Manager
July20, 2015 Via Internet Better BusinessBureauAttn: ComplaintDepartment Re: Charles*** - #10721820 DearComplaint Department: Thank you forcontacting us in regards to Mr***’ complaint. Iwould like to take this time to
thank Mr*** for being a valued Jiffy Lubecustomer and for making us aware of the service issues concerning his recentvisit to our store. Onbehalf of everyone at Jiffy Lube, I apologize that he was not completelysatisfied with his serviceWe service over 50,vehicles nationwide on aweekly basis and strive to give every customer the quality service they expectand deserve. We regret that Mr***’service experience did not meet this standardWe will forward his informationto our Director of Operations so we can prevent these types of issue fromhappeningDuring the service Mr*** was offered a free tire rotation to beused during a future serviceAlso, I personally offered him a gift card thatcould be used towards a future tire rotation at Jiffy LubeMr*** refusedboth offersDuring our conversation today, I explained the pricing of theservice on his *** *** ***If he has any further questions, please have himcontact me directly. Thank youagain for contacting us and if you have any questions please feel free tocontact me at *** *** *** Sincerely, *** *** Customer ServiceManager
May 21, 2015Via Internet Revdex.com Serving Central VirginiaAttn: *** *** Re: *** *** Complaint #*** Dear Ms***: Thank you for contacting our office regarding Ms***’scomplaint on her 19** *** ***I apologize for the delay in responding
toyour office Ms*** went to our Jiffy Lube at *** *** inRichmond, VA on April 11, with her *** *** *** with 160,miles foran oil changeIt was notated on her Jiffy Lube invoice the vehicle had an oilleak prior to serviceAlso, on two of the past three previous services an oilleak was notated on her invoiceIn the statement to our office, she said shewas driving on May 8th when she started experiencing problems I personally spoke with Ms*** on May 11th andafter several additional conversations the vehicle was towed by Ms*** to*** *** *** * *** ***At the time of the engine problem, thevehicle had 163,miles on itI spoke with her mechanic on May 14thto determine his diagnosisHe did say the engine was damaged and verifiedthere was an oil leak on her engineHe could not determine what caused theinternal engine damage without tearing the engine downAfter speaking with hermechanic, I told Ms*** the engine would have to be torn down on herLexus in order to fully investigate what caused the damageAt that point inthe investigation, our company would send out a third-party mechanicalinspector to verify the cause of engine failureThere is no way to verifyinternal engine damage without having the engine torn-downWe have not had anyfurther correspondence on this claim since the conversation on May 14th. At this point in the investigation, no engine tear-down hasbeen performed to verify internal engine damageThis would have to be verifiedin order to further investigate the damage to Ms***’s *** ***Ourcompany cannot take responsibility if we do not know how the Jiffy Lube servicecaused the damageIf she wishes to further proceed with the claim, please haveMs*** call our office once the engine has been torn down so we can ordera mechanical inspectionThank you again for contacting us and if you have any questionsplease feel free to contact me at *** *** ***. Best Regards, *** *** Customer Service Manager
September 2, Via Email Revdex.com Attn: *** *** Moorefield Park Drive Suite Richmond, VA Re: *** *** - #*** Dear Ms***: I apologize for the delay in responding to your office regarding this caseI
personally called Ms*** on August 22nd at the phone number provided and left her a voice messageAs of the writing of this letter, we have yet to hear back from Ms***We would be more than happy to further investigate Ms***’s claim and resolve her situationPlease have her contact us to discuss a resolution Thank you again for contacting us and if you have any questions please feel free to contact me at 800-216-Ext: *** Best Regards, Ryan R*** Customer Service Manager
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regardless of any issues with my car, Jiffy Lube allowed me to drive away with no oil in my carThis constitutes negligence as any mechanic or consumer with access to a mechanic knows that this can cause irreparable damage to the vehicle and requires immediate attentionI did my due diligence by having my car checked out and Jiffy Lube's refusal to accept responsibility for their abhorrent and dangerous behavior is truly disturbing
Regards,
*** ***
March 29, Re: *** *** Case #*** Thank you for contacting us in regards to *** *** complaint I personally spoke with Mr*** today regarding his Jiffy Lube service on March 15th with his *** *** ***I offered Mr*** a $*** gift card
that could be used towards a future Jiffy Lube service at any location in compensation for the service he feels was not performedHe refused the offer at that timePlease have him call me directly if he wishes to accept our offer Thank you again for contacting us and if you have any questions please feel free to contact me at ***-***-*** Ext: *** Best Regards, Ryan R*** Customer Service Manager
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Recorded conversation of stores assistant manager ,stating its jiffy lubes problemLong recorded conversation of managers agreeing with me it was jiffy lubes fault.Manager of store stating car front and rear seals blew out cause no oil ,mechanics stated that was not the issue Recorded conversation of managers ** and **
Regards,
*** ***
Thank you for contacting us concerning Ms*** complaint Our customer service representative spoke with Ms*** and we were able to investigate the situation with her *** *** ***Our company has accepted liability and we paid for the reasonable repairs on her PriusWe have
mailed a reimbursement check for $*** and Ms*** should receive the check within a week Thank you for your time and if you have any questions please feel free to contact me at ***-***-*** ext*** Best Regards, Ryan R Customer Service Manager
October 17, Via Internet Re: *** *** * *** Thank you for contacting us in regards to Ms*** complaint I would like to take this time to thank Ms*** for being a valued Jiffy Lube customer and for making us aware
of the service issues concerning her recent visit to our store Ms*** brought her *** *** *** in for service on September 15thAccording to our company’s records, this was the first time this vehicle has been serviced at any of our Jiffy Lube storesAt the time of the service, Ms*** *** had 163,miles on itIt was notated on her Jiffy Lube invoice her brake light was on prior to service, the ABS light was on prior to service and there was a transmission leak prior to service on her ***Also during the Jiffy Lube service, coolant was added to her vehicleSince coolant is a closed system, if the Jiffy Lube employees found the fluid low, then there has to be a coolant leak on Ms*** ***She also stated in the letter to your office the Jiffy Lube employees told her about a layer of sludge in her coolant tank*** *** also documented the brake issues, play in her steering, noise from the differential and catalytic converterThey advised Ms*** not drive the vehicleUnfortunately based on our company’s investigation, we are unclear how the Jiffy Lube service was negligent and therefore cannot offer a refund of the service On behalf of everyone at Jiffy Lube, I apologize that she was not completely satisfied with her serviceWe service over 50,vehicles nationwide on a weekly basis and strive to give every customer the quality service they expect and deserve. We regret that Ms*** service experience did not meet this standard Thank you again for contacting us and if you have any questions please feel free to contact me at *** *** *** Sincerely, Ryan R*** Customer Service Manager
December 5, 2016 Re: *** *** - #*** Thank you for contacting us in regards to Mr*** complaint. I would like to take this time to thank Mr*** for being a valued Jiffy Lube customer and for making us aware of the service issues concerning his recent visit to our
store. On behalf of everyone at Jiffy Lube, I apologize that he was not completely satisfied with his serviceWe service over 50,vehicles nationwide on a weekly basis and strive to give every customer the quality service they expect and deserve We regret that Mr*** service experience did not meet this standardWe will forward his information to our regional and district managers so we can prevent these types of issue from happeningI personally spoke with Mr*** on November 30th and apologized for the incident on the previous dayI offered to reimburse Mr*** for the quart of oil he purchased but he said it was not necessaryAt the conclusion of the conversation, Mr*** stated he would contact our corporate office in the future if he had any further problems. Thank you again for contacting us and if you have any questions please feel free to contact me at *** *** *** Sincerely, Ryan R*** Customer Service Manager
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]This is a picture the mechanic took as soon as he received the truck and found the problemClearly leaking from the filterHe said he removed the filter with fingersIt was tight enough that it leaked very slowlyI have a gravel driveway so I never noticed it since it was leaking very slowlyHe said he saw no evidence of a leak at the oil pan gasketI have used Jiffy Lube for all my vehicles for over yearsThey have always told me at the end of service if oil, antifreeze or any other fluids were low before they performed serviceThey never said that this truck was low on oil before they serviced it, so how could there have been a long term leak at the oil pan gasket as THEIR inspector claimsThis is just excuses to get out of a mistake their employees made.
Regards,
*** ***
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The *** I bought was the following: $for an Oil-Change Package (Up to $Total Value)Jiffy Lube Signature Service oil change (a $value)Tire rotation (a $value)Rain-X glass treatment (a $value)I paid $for the *** and $(on top of the $for a total of $88.03) in miscellaneous other charges (see attachment in first complaint for invoice), including the $for a tire rotation that was already paid for in the *** Package The only charge on top of the $that should have been added was the extra fee for synthetic oil, which does not come out to be $by my calculations I would like my original asking of $refunded as soon as possible I will not be returning to Jiffy Lube for any future service, including a tire rotation service Please reference the first communication to Revdex.com for the attached PDF for the cost breakdown Jiffy Lube overcharged and provided poor service, so there is no reason to return for more of what I received After talking on the phone with the Jiffy Lube representative, we could not come to a resolution on the matter He offered a coupon for a tire rotation to which I explained my reasons above He failed to acknowledge my logic and calculations and was rude in tone and conversation.*Note: Curb weight of F-SuperCab = 5,lbs max gallons of fuel = lbs Total weight = 5,lbs, which is < the 6,lb capacity that the Jiffy Lube Center told me their hydraulic lift was capable of lifting The rep on the phone was confused with this and the Gross Vehicle Weight Rating, which is 6,to 7,lbs I suggest that they get their facts straight if they're handling millions of vehicles/customers per year.
Regards,
*** ***
Thank you for contacting us in regards to *** *** complaint regarding the engine damage on his *** *** *** Mr*** brought his *** *** *** with ***,*** miles on it in for an oil change to our Jiffy Lube facility at *** *** *** *** ** *** *** ** on July
13, He told me he was driving on September 21st when the check gauges light came onMr*** got the van towed to *** *** *** in *** **At this point in the investigation, our company sent out an independent inspector from Executive Auto Inspections, a nationally known inspection company, to verify the damagesAt the time of inspection, the mileage on the vehicle was ***,***The vehicle was driven *,**since the Jiffy Lube service on July 13thThe inspector found a long term engine oil leak to a drip from the oil pan gasket with road grime build upThe road grime indicates the leak is long termThere was no indication of oil leaks from either the oil filter or oil plugBased on the inspector’s findings and the mileage interval since the Jiffy Lube service our company denied taking responsibility for the damages to Mr***’s Chevrolet We understand automotive problems can become frustratingIn addition, we are not in the business of alienating our customersBut as I am sure you can understand we simply cannot pay for damages that we do not feel are related to our service Thank you again for contacting us and if you have any questions please feel free to contact me at ***-***-*** Ext: *** Best Regards, Ryan R*** Customer Service Manager