Thank you for taking the time to inform us here at Havoline Xpress Lube of the unpleasant experience at our Fernadina locationI sincerely apologize for the poor service receivedI attempted to reach our customer on the phone this morning to discuss the complaint.I will have District Manager [redacted] Reach out to our customer today in hopes to get this resolved to their satisfaction and retain there business [redacted] ***Vice President Driven Florida Lubes
Thank you for informing me of this issueI have reached out to [redacted] Via phone call today but was unable to reach the consumerI have a left a message identifying myself, the purpose of my call, and a return numberTo address the consumers complaints, we at Havoline Xpress Lube take tremendous pride in our customer service and Employee training and commitment to our customersWe provide the best equipment to our employees to service our customers vehiclesWe have not offered the transmission pan drop and screen change service for more than yearsI apologize to our customer for any misunderstanding there might have beenI will honor the customers request for a refund of $as a sign of good will in hopes of retaining there future businessI eagerly await there return phone call in hopes to settle this matter swiftly J [redacted] Vice President/COO North Florida Lubes
[redacted] ***,I am sorry about your unfortunate situationI can understand how this can negatively impact your day to day life.It is my understanding that we have already conducted an investigation into this particular matterIn addition, the investigation concluded that Havoline Xpress Lube is not responsible for any damagesThis determination was submitted to you approximately months ago.Again, I am sorry for your unfortunate circumstancesDo not hesitate to contact me for any other questions or comments [redacted] Director of OperationsTake | Florida
Havoline Xpress Lube [redacted] ###-###-#### Office ###-###-#### [redacted] Thank you for forwarding Mrs [redacted] complaint to me, I have discussed the matter with our Director of Customer Service Ryan [redacted] Mr [redacted] has already responded to the customer's concerns regarding a debit card disputeMr [redacted] confirmed that the debit transaction did not process on our end and relayed that information to the customerThe customer did pay in cash after the debit card failed to process and if we are in error, the customer may reach out to me personally at [redacted] and provide proof of the debit transactionIf our records are in error, we will issue an immediate refundIn addition, I am mailing a gift certificate for a free oil change for the inconvenience Thank you, [redacted] President North Florida Lubes, Inc
On behalf of Havoline Xpress lube we apologize to our customer for their unsatisfactory visit to our Jacksonville storeWe at Havoline take great pride in customer service and quality workmanshipI will have my chief of Operations Ray Pryor reach out to our customer today 1/in hopes we can come to a swift resolutionThank You [redacted] ***Vice PresidentNorth Florida Lubes
We at Havoline Xpress lube apologies to our customer for the inconvenience they have experienced at our Beach BlvdlocationCustomer had vehicle diagnosed by BMW certified technician and found oil cap was not properly sealed after service causing a vacuum leakWe have submitted a check of reimbursement for diagnostic charge of $to be paid to our customer along with a gift certificate for a complimentary synthetic oil change as a show of appreciation to our valued customer
[ Complaint: [redacted] I am rejecting this response because the response is not a "deep dive", or "reasonable", but instead a punt It is not what [redacted] told [redacted] or [redacted] to do [redacted] specifically and particularly told them, "take a deep dive into this and get a reasonable response back out to the customer through the Revdex.com process." Instead, Mr[redacted] writes, "It is my understanding that we have already conducted an investigation into this particular matterIn addition, the investigation concluded that Havoline Xpress Lube is not responsible for any damagesThis determination was submitted to you approximately months ago." However, neither the alleged investigation, the alleged conclusion, who allegedly conducted the investigation, the alleged nature and scope of the investigation, nor the alleged response is attached or provided at all [redacted] further advised [redacted] and [redacted] , " If we are denying the claim or have turned it over to insurance then that’s what we need to say." [redacted] fails to follow [redacted] ***'s instructions, and never specifically states whether they are currently (or still) "denying the claim." [redacted] also fails to state whether they have "turned it over to insurance" or will do so Since the response is vague and ambiguous, and I am permitted to request that they produce their insurance information, and they are required to produce it in response to my request, please consider the request as being made Section Florida Statutes mandates, "Disclosure of certain information required.—(1) Each insurer which does or may provide liability insurance coverage to pay all or a portion of any claim which might be made shall provide, within days of the written request of the claimant, a statement, under oath, of a corporate officer or the insurer’s claims manager or superintendent setting forth the following information with regard to each known policy of insurance, including excess or umbrella insurance:(a) The name of the insurer.(b) The name of each insured.(c) The limits of the liability coverage.(d) A statement of any policy or coverage defense which such insurer reasonably believes is available to such insurer at the time of filing such statement.(e) A copy of the policy.In addition, the insured, or her or his insurance agent, upon written request of the claimant or the claimant’s attorney, shall disclose the name and coverage of each known insurer to the claimant and shall forward such request for information as required by this subsection to all affected insurersThe insurer shall then supply the information required in this subsection to the claimant within days of receipt of such request.(2) The statement required by subsection (1) shall be amended immediately upon discovery of facts calling for an amendment to such statement.(3) Any request made to a self-insured corporation pursuant to this section shall be sent by certified mail to the registered agent of the disclosing entity." Further, they need to address what [redacted] told them to address, and also respond specifically and particularly to my original complaint that I filed with the Revdex.com.Regards, [redacted] ***
We at Havoline Xpress Lube apologies to our customer for any inconvenience that may be experiencing Customer contacted Havoline Xpress lube on June 15th stating her motor was damaged from an oil change performed on her Cadillac CTSCustomer states when the oil was changed months ago back in September on the 8th, Havoline Xpress lube drained all the oil but never refilled with new oilminutes after receiving our customer call, District Manager [redacted] arrived at Fields Cadillac in orange Park to inspect vehicleMr [redacted] found the vehicle to be torn down, Motor removed, transmission removed, exhaust removed, Oil filter housing disassembled lying in parts on the floorMr [redacted] "s inspection found the vehicle had been driven 8,miles since Havoline Xpress lube serviced months ago.Havoline Xpress lube has a month 3,mile warranty on workmanship which is clearly posted on all of our customers receiptAny claims for poor workmanship must first be presented to Havoline Xpress lube before any damage reimbursement will be honored, Also posted on all of our customer receiptsBased on all of our information gathered we have denied our customers claimCustomer went months and 8,miles since serviceCustomer did not give Havoline Xpress lube an opportunity to inspect vehicle before repairs were madeCustomer has not provided any documentation that shows poor workmanship or neglect on our partWe wish our customer the best moving forward
Thank You we have already contacted our customer and have corrected the problemWe look forward to servicing our customers vehicle in the future [redacted] ***Vice PresidentDriven Florida Lubes
Thank you for taking the time to inform us here at Havoline Xpress Lube of the unpleasant experience at our Fernadina locationI sincerely apologize for the poor service receivedI attempted to reach our customer on the phone this morning to discuss the complaint.I will have District Manager [redacted] Reach out to our customer today in hopes to get this resolved to their satisfaction and retain there business [redacted] ***Vice President Driven Florida Lubes
As a means of resolution, we are mailing a refund for $and consider the matter resolved Thank you for your assistance
Thank you for informing me of this issueI have reached out to [redacted] Via phone call today but was unable to reach the consumerI have a left a message identifying myself, the purpose of my call, and a return numberTo address the consumers complaints, we at Havoline Xpress Lube take tremendous pride in our customer service and Employee training and commitment to our customersWe provide the best equipment to our employees to service our customers vehiclesWe have not offered the transmission pan drop and screen change service for more than yearsI apologize to our customer for any misunderstanding there might have beenI will honor the customers request for a refund of $as a sign of good will in hopes of retaining there future businessI eagerly await there return phone call in hopes to settle this matter swiftly J [redacted] Vice President/COO North Florida Lubes
[redacted] ***,I am sorry about your unfortunate situationI can understand how this can negatively impact your day to day life.It is my understanding that we have already conducted an investigation into this particular matterIn addition, the investigation concluded that Havoline Xpress Lube is not responsible for any damagesThis determination was submitted to you approximately months ago.Again, I am sorry for your unfortunate circumstancesDo not hesitate to contact me for any other questions or comments [redacted] Director of OperationsTake | Florida
Havoline Xpress Lube [redacted] ###-###-#### Office ###-###-#### [redacted] Thank you for forwarding Mrs [redacted] complaint to me, I have discussed the matter with our Director of Customer Service Ryan [redacted] Mr [redacted] has already responded to the customer's concerns regarding a debit card disputeMr [redacted] confirmed that the debit transaction did not process on our end and relayed that information to the customerThe customer did pay in cash after the debit card failed to process and if we are in error, the customer may reach out to me personally at [redacted] and provide proof of the debit transactionIf our records are in error, we will issue an immediate refundIn addition, I am mailing a gift certificate for a free oil change for the inconvenience Thank you, [redacted] President North Florida Lubes, Inc
On behalf of Havoline Xpress lube we apologize to our customer for their unsatisfactory visit to our Jacksonville storeWe at Havoline take great pride in customer service and quality workmanshipI will have my chief of Operations Ray Pryor reach out to our customer today 1/in hopes we can come to a swift resolutionThank You [redacted] ***Vice PresidentNorth Florida Lubes
We at Havoline Xpress lube apologies to our customer for the inconvenience they have experienced at our Beach BlvdlocationCustomer had vehicle diagnosed by BMW certified technician and found oil cap was not properly sealed after service causing a vacuum leakWe have submitted a check of reimbursement for diagnostic charge of $to be paid to our customer along with a gift certificate for a complimentary synthetic oil change as a show of appreciation to our valued customer
[ Complaint: [redacted] I am rejecting this response because the response is not a "deep dive", or "reasonable", but instead a punt It is not what [redacted] told [redacted] or [redacted] to do [redacted] specifically and particularly told them, "take a deep dive into this and get a reasonable response back out to the customer through the Revdex.com process." Instead, Mr[redacted] writes, "It is my understanding that we have already conducted an investigation into this particular matterIn addition, the investigation concluded that Havoline Xpress Lube is not responsible for any damagesThis determination was submitted to you approximately months ago." However, neither the alleged investigation, the alleged conclusion, who allegedly conducted the investigation, the alleged nature and scope of the investigation, nor the alleged response is attached or provided at all [redacted] further advised [redacted] and [redacted] , " If we are denying the claim or have turned it over to insurance then that’s what we need to say." [redacted] fails to follow [redacted] ***'s instructions, and never specifically states whether they are currently (or still) "denying the claim." [redacted] also fails to state whether they have "turned it over to insurance" or will do so Since the response is vague and ambiguous, and I am permitted to request that they produce their insurance information, and they are required to produce it in response to my request, please consider the request as being made Section Florida Statutes mandates, "Disclosure of certain information required.—(1) Each insurer which does or may provide liability insurance coverage to pay all or a portion of any claim which might be made shall provide, within days of the written request of the claimant, a statement, under oath, of a corporate officer or the insurer’s claims manager or superintendent setting forth the following information with regard to each known policy of insurance, including excess or umbrella insurance:(a) The name of the insurer.(b) The name of each insured.(c) The limits of the liability coverage.(d) A statement of any policy or coverage defense which such insurer reasonably believes is available to such insurer at the time of filing such statement.(e) A copy of the policy.In addition, the insured, or her or his insurance agent, upon written request of the claimant or the claimant’s attorney, shall disclose the name and coverage of each known insurer to the claimant and shall forward such request for information as required by this subsection to all affected insurersThe insurer shall then supply the information required in this subsection to the claimant within days of receipt of such request.(2) The statement required by subsection (1) shall be amended immediately upon discovery of facts calling for an amendment to such statement.(3) Any request made to a self-insured corporation pursuant to this section shall be sent by certified mail to the registered agent of the disclosing entity." Further, they need to address what [redacted] told them to address, and also respond specifically and particularly to my original complaint that I filed with the Revdex.com.Regards, [redacted] ***
We at Havoline Xpress Lube apologies to our customer for any inconvenience that may be experiencing Customer contacted Havoline Xpress lube on June 15th stating her motor was damaged from an oil change performed on her Cadillac CTSCustomer states when the oil was changed months ago back in September on the 8th, Havoline Xpress lube drained all the oil but never refilled with new oilminutes after receiving our customer call, District Manager [redacted] arrived at Fields Cadillac in orange Park to inspect vehicleMr [redacted] found the vehicle to be torn down, Motor removed, transmission removed, exhaust removed, Oil filter housing disassembled lying in parts on the floorMr [redacted] "s inspection found the vehicle had been driven 8,miles since Havoline Xpress lube serviced months ago.Havoline Xpress lube has a month 3,mile warranty on workmanship which is clearly posted on all of our customers receiptAny claims for poor workmanship must first be presented to Havoline Xpress lube before any damage reimbursement will be honored, Also posted on all of our customer receiptsBased on all of our information gathered we have denied our customers claimCustomer went months and 8,miles since serviceCustomer did not give Havoline Xpress lube an opportunity to inspect vehicle before repairs were madeCustomer has not provided any documentation that shows poor workmanship or neglect on our partWe wish our customer the best moving forward
Thank You we have already contacted our customer and have corrected the problemWe look forward to servicing our customers vehicle in the future [redacted] ***Vice PresidentDriven Florida Lubes