Doorknob Enterprises LLC

I have met with the customer and shown him the video which did show there was no damages caused from our services and the damage in question was in fact already there when the customer came in for services Customer accepted that the damages were not caused by our employees or at our facility He acknowledged that his claim was invalid and said he must not have seen it prior to bringing his vehicle in for service Please close this case and note that we did not damage customer vehicle at any point and time while in our possessionThank You,

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

This customer had his vehicle serviced at a local mechanic after our services were performed correctly The mechanic failed to properly secure the undercarriage components that hold the engine and transmission in place resulting in the engine not being secured properly This created a very dangerous condition in which the entire engine violently rocked back and forth under acceleration and braking resulting in hard strikes on the frame and mounting locations This failure by the mechanic resulted in a condition that lead to the customers vehicle damages and voided any warranty on repairs performed by our service center The leaks and damages were a direct result of the mechanics failure to properly secure the engine/transmission and undercarriage We are denying this claim due to the mechanics poor workmanship which directly resulted in the damages to the customer vehicle Please close this case

This complaint was originally sent to an incorrect Jiffy Lube franchisee based out of UtahWe apologize for the delayed response, however we did not receive the complaint until recentlyOur area manager Rocky K [redacted] has been in contact with the customer via email as requestedThey are currently coordinating a time to inspect the vehicle and investigate the customer's claimWe will proceed with our standard claims investigation process moving forward and the customer has been provided with our direct contact information

Store Manager has contacted the customer and will be ordering the part and will install it at jiffy lube for the customer

Customer complained of service at another facility which may have resulted in damaged air filter housing Because the customer is a long time valued customer we purchased a new air filter housing which was installed at our location free of charge on 10/01/ We are considering this case resolved and closed after taking care of the customers needs even though prior service was performed at another franchise

Please close this case We have made several attempts to contact the customer and confirm address with no success I have left another message today for a return call to confirm mailing address and am waiting for the customer to call me back As soon as he does so we will complete this refund and mail the check Thank You,

Revdex.com: The company did the right thing and reimbursed me the cost to repair their mistake Assuming their check clears my bank, I'm satisfied Sincerely, [redacted]

I appreciate the call made by [redacted] 's daughter yesterday in reference to her mom's vehicle This complaint was submitted not by the customer but her daughter She called me with a complaint about her mom's vehicle and was unable to provide any detailed information other than she had an issue and wanted money backI politely informed her that to open a warranty claim we need to have the vehicle return or be allowed to inspect the vehicle, as would be the case with any service/repair facility, mechanic shop or dealership It is unreasonable to expect a company to blindly process a warranty without following industry standard policies and procedures This was relayed to the customers daughter calmly and politely by myself as she was being unreasonable in her request I find is appalling that this individual has to submit information and lie about the conversation that transpired in an attempt to characterize me as unprofessional or unwilling to provide her with assistance I respectfully requested multiple times to see the vehicle so I may ascertain the validity of the claim and take care of the customer appropriately [redacted] 's daughter stated that she would not be bringing the vehicle back and we would not be allowed to inspect the vehicle, demanding that we just make it right If the actual owner of the vehicle would like to contact myself I would greatly appreciate the opportunity to follow our policies and procedures in investigating her warranty claim James Kelly Area Manager, jiffy lube971-300-

We have reached out to both customers and left messages to contact us back I feel we can absolutely resolve all of the customers concerns and ensure they have an enjoyable experience with us moving forward if we are able to make contact with the customer I
look forward to hearing from the customer and resolving their concerns as soon as they respond to my messages

Complaint: ***I am rejecting this response because:
My complaint automatically closed because I didn't respond.The business told me they would solve the problem and
then they delayed.They are still delaying.There was nothing yet to respond to, but the matter is not settled.Will you re-open the complaint?They are still stalling me on correcting the problem
Sincerely,*** ***

Mr***'s vehicle is a Volkswagon Tiguan equipped with a 2.0L Turbo engine The Vehicle Manufacture requires a oil that meets 502, or oil packages to maintain proper lubircation and performance of the engine Conventional oils do not meet this standard and are not
applicable to this specific vehicle application
Our employees are trained to identify these types of vehicles and properly inform the customer of their requirements so they may choose the best way to service their vehicle It is also our process to complete a safety and conditional inspection of the vehicle prior to beginning the oil change portion of the service This includes checking the lights, wipers, windshield, belts, oil level on arrival and air filtration for the engine and cabin compartments This requires us to open the engine bay and remove parts in many cases The parts can be reinstalled at this point with there being no cost to the customer and having only performed an initial inspection
As trained the employees recognized the specific requirements of the customer's vehicle They performed the initial inspection and brought the customer to the computer to verify the service requirements and cost At that time if the customer disagreed with the pricing or service he could have chosen to decline the service The vehicle would have been able to be driven out of the facility without a charge or having the oil change and the customer could have sought service elsewhere It was not until after reviewing the vehicle requirements and service cost with the customer and him agreeing to the pricing that we began to drain and service the engine oil
We also attempt to reset all oil change reminder lights on vehicles that we service In some cases we do not have the information available at the store or the specialty tool that may be required to reset to do so I do apologize that this was an inconvenience to the customer To verify the customer concern on service recommendations I contact the local Volkswagen Dealer to confirm pricing and products They confirmed that they only use synthetic oil for these vehicles when performing the oil change and the service pricing starts at $and up
I would like to offer the customer a voucher for half off his next oil change to show we are committed to providing him with great service and can compete the service correctly

We believe the dates of communication back and forth between the customer, the store, the Revdex.com, and the ** *** *** led to some confusion between us and the customer Again, we apologize for any inconvenience this incident caused the customer According to our documentation the customer has already received a full refund for the amount paid to *** *** as well as a total reimbursement for the expenses the customer incurred for the skid plate replacement Our financial records indicate that the check covering those expenses has been cashed by the customer, therefor we consider this issue resolved We have addressed the procedural mistake with the management team and crew at the location to ensure it doesn't happen again

Complaint: ***I am rejecting this response because:
A couple of details that you seem to have ignored or attempted to gloss over
Firstly A VW Tiguan is not a rare or exotic carTo reset the oil change indicator requires only to hold a button and touch the ignition switchAnd matches most VWs of recent originThese are the most widely sold cars in the world, so it's ridiculous to say that special tools are requiredIt's more that reasonable training is required, and shows a lack of training
In addition, the synthetic requirement is completely acceptableIt's the fact that a "signature" service was required as wellAs I was told they do not offer a basic oil change with "European imports"I did wish to have the rest of the servicesBut he said they had already done it
Although you offer of a discount on future services, I'm not sure that's going to happenIn that case it really does not offer anythingInteresting that a direct email to your area manager elicited nothing
Sincerely,*** ***

Please close this case We have attempted to accommodate the customer and reach a more than reasonable settlement We offered to refund her entire purchase so that she may apply that to additional repairs the vehicle needed due to common wear issue Repairs that are very well known and extensively documented regarding her vehicle application and motor The additional repairs needed are a common repair required due to the manufacturing of the motor and result in additional repair cost to the customer when they occur It is such a common repair due to the motor design that there are special repair kits designed for this specific applicationWe did not cause the additional repairs needed and are not liable for additional services the customer requested by the second repair facility The cusotmer chose to have other services performed and / or re-performed that were not a result or required due to any services provided by us Because of this we feel that our offer to refund her entire purchase to try and retain her as a customer was beyond fair in an attempt to satisfy her request Additionally we also offered to perform the repair as any service facility would when the additional repairs are discovered, at a heavily discounted rate in an attempt to help the customer She declined In good faith we still maintain the offer to refund the customer full jiffy lube purchase so that she may apply it to her additional repairs and additional services performed at her request Thank You, James K*** Area Manager, Jiffy Lube

Complaint: ***
I am rejecting this response because:The representative has followed up poorly, and denied my request
with no explanation to back her decisionShe is onky offering reimbursement for original Jiffy Lube service, not any repair costs, which I was forced to do because they would not take responsibility or follow upI have provided her with a lot of information, which was not acknowledgedI am taking this to court
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: Response has been unsatisfactory as well as attitude of management has been somewhat condescending and as if placating. Will be contacting our Attorney regarding this issue
Sincerely,*** ***

I reviewed the customer complaint before contacting him He was unaware of a TSB (ENG 114) for his vehicle as issued by Kia Motors As part of the TSB we are required to use the factory oil filter for his vehicle to protect the warranty as it is currently upheld by the dealer Our
banner does state a starting price and states prices vary He did receive our banner pricing as advertised with the only difference being a vehicle specific requirement to address the current TSB from Kia Motors I spoke with him about his specific vehicle and apologized for the miscommunication He will be returning to our location for a future service and is aware of the specific pricing for his current vehicle requirements
Please close this case as I have addressed the customers concerns

Complaint: ***
I am rejecting this response because:Complaint: ***I am rejecting this response because:I will not close this case, as this is 100% Jiffy Lube's responsibilityI brought my car in for service, and received it with the engine light on, and engine running poorlyI brought my car back twice that night, and was told both times by employees to "just drive it!" and it would be fineI had a mechanic diagnose the problem, and the broken spark plug in cylinder was foundI went back to Jiffy Lube, and Shane said, "Oh, looks like one got missed." He called Area Manager, and I was told cameras would be reviewed and a solution would be arranged, after Area Manager called meI called him the next day, and he called back shortly, on his way to my house after errandsHe stated nothing of cameras or what I was previously toldHe tried to extract the broken plug himselfHe failedHe commented on the fact I 'drove it like this', And I replied that I was told twice by Jiffy Lube employees to just drive it 'like this', and the computer would register the new plugsArea manager then said he'd look at the cameras and get back to meI called, and he dismissed everything with the 'preexisting condition', regardless of what I had to say about my experience. Nothing of the camera footage was mentionedJiffy Lube lied to me, and did not perform services fully or correctly, according to recommended procedures on my car's spark plugsI found the DMI explainedHe offered 50% discount for repairsI refusedThis is 100% their faultHe said he'd look at the cameras. A week later, I respectfully waited after holidays, as did heI received a call from DMSame offerI again refused, because I should not have to pay even 50% for a mistake not made by me. The DM and I made an agreement to be in contact several days later to meet in store and review the cameras togetherThe cameras have STILL not been reviewed and brought upI called days straight, left a message each time, no replyThe 4th day, I stated I would go to court, and I am currently preparing it as the next stepI submitted to Revdex.comDoorknob Enterprises representative replied with a phone numberI called, explained, and she said she could only refund initial service in fullI explained further, and she didn't even know the situation, aside from DM's conflicting story with mineShe didn't know we had the agreement to look at cameras, and that it was never followed uponShe said she'd speak further with DM , and for me to contact her several days laterI emailed herHer quick reply was, the DM and she had spoken, and agree to only reimburse entire initial service, with zero backup to her reasoning, and zero acknowledgement to the page document I'd emailed her, upon her agreement, of the experience from day one, which provided chronological factThis situation caused me to be without a car for a month, and was, of course, extremely inconvenient!!!! The inconsistency of facts and really addressing the issue caused me to go elsewhere for repairs, so I could get on with my life, because the runaround was not fairTherefore, I kindly ask that Jiffy Lube own up to their mistake, and attempt at avoiding fault, and just reimburse what I am requesting, which is all at fault with themI am taking this to court, if notI have been building and preparing the case, and seeking legal adviceThis is my next step. Thanks for your time. Sincerely,*** ***

I Have received your complaint Please contact me at your earliest convenience My Name is JJ M***My phone #503-723-ExtOr Email me At [email protected] you