Dynamic Technology

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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 me.  Although the situation was still handled rudely, especially by the manager [redacted]. It should never be ok to yell and argue with customers. Especially when they were clearly in the wrong. 
Regards,
[redacted]

I will not be closing the claim until I receive the promised refund.    
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

I apologize for my delayed response. I have discussed this matter with the store manager. If our customer could email me a copy of their receipt I would be more than happy to review and respond swiftly with an explanation of charges and determine whether a refund is warranted.We at Havoline Xpress...

Lube take great pride in the Quality and speed of our service and customer satisfaction. I am confident we will resolve this matter quickly in a way that will satisfy our customer. [redacted]Vice President Driven Florida Lubes

We at Havoline Xpress  Lube apologies to our customer for any inconvenience that may be experiencing.  Customer contacted Havoline Xpress lube on June 15th 2016 stating her motor was damaged from an oil change performed on her 2011 Cadillac CTS. Customer states when the oil...

was changed 10 months ago back in September 2015 on the 8th, Havoline Xpress lube drained all the oil but never refilled with new oil. 45 minutes after receiving our customer call, District Manager [redacted] arrived at Fields Cadillac in orange Park to inspect vehicle. Mr. [redacted] found the vehicle to be torn down, Motor removed, transmission removed, exhaust removed, Oil filter housing disassembled lying in parts on the floor. Mr. [redacted]"s inspection found the vehicle had been driven 8,567 miles since Havoline Xpress lube serviced 10 months ago.Havoline Xpress lube has a 3 month 3,000 mile warranty on workmanship which is clearly posted on all of our customers receipt. Any 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 receipts. Based on all of our information gathered we have denied our customers claim. Customer went 10 months and 8,567 miles since service. Customer did not give Havoline Xpress lube an opportunity to inspect vehicle before repairs were made. Customer has not provided any documentation that shows poor workmanship or neglect on our part. We wish our customer the best moving forward.

[redacted],I am sorry about your unfortunate situation. I 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 matter. In addition, the investigation concluded that Havoline Xpress Lube is not...

responsible for any damages. This determination was submitted to you approximately 6 months ago.Again, I am sorry for your unfortunate circumstances. Do not hesitate to contact me for any other questions or comments. [redacted]Director of OperationsTake 5 | Florida

On behalf of Havoline Xpress lube we  apologize to our customer for their unsatisfactory  visit to our Jacksonville store. We at Havoline take great pride in customer service and quality workmanship. I will have my chief of Operations Ray Pryor reach out to our customer today 1/27 in hopes...

we can come to a swift resolution. Thank You[redacted]Vice PresidentNorth Florida Lubes

On behalf of Havoline Xpress Lube I apologize to our valued customer for any inconvenience they have endured. We take great pride in providing the best in car care and customer service in the quick lube industry  I will Have my Chief of Operations reach out to our...

Customer on Monday morning 1/11 to gather further information and see if we can come to a mutual agreement that accommodates all in involved to resolve this matter quickly.
Thank you
[redacted]
Vice President
North Florida Lubes

We at Havoline Xpress lube apologies to our customer for the inconvenience they have experienced at our Beach Blvd. location. Customer had vehicle diagnosed by BMW certified technician and found oil cap was not properly sealed after service causing a vacuum leak. We have submitted a check of...

reimbursement for diagnostic charge of $90.00 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.

Thank you for taking the time to inform us here at Havoline Xpress Lube of the unpleasant experience at our Fernadina location. I sincerely apologize for the poor service received. I 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

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 dispute. Mr. [redacted] confirmed that the debit transaction did not process on our end and relayed that information to the customer. The 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 transaction. If our records are in error, we will issue an immediate refund. In addition, I am mailing a gift certificate for a free oil change for the inconvenience.
Thank you,
[redacted] President
North Florida Lubes, Inc.

[
 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 matter. In addition, the investigation concluded that Havoline Xpress Lube is not responsible for any damages. This determination was submitted to you approximately 6 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 627.4137 Florida Statutes mandates, "627.4137 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 30 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 insurers. The insurer shall then supply the information required in this subsection to the claimant within 30 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]

Thank you for informing me of this issue. I have reached out to [redacted] Via phone call today but was unable to reach the consumer. I have a left a message identifying myself, the purpose of my call, and a return number. To address the consumers complaints, we at Havoline Xpress Lube...

take tremendous pride in our customer service and Employee training and commitment to our customers. We provide the best equipment to our employees to service our customers vehicles. We have not offered the transmission pan drop and screen change service for more than 15 years. I apologize to our customer for any misunderstanding there might have been. I will honor the customers request for a refund of $70.00 as a sign of good will in hopes of retaining there future business. I eagerly await there return phone call in hopes to settle this matter swiftly.
J[redacted]
Vice President/COO
North Florida Lubes

As a means of resolution, we are mailing a refund for $23.80 and consider the matter resolved.
Thank you for your assistance

Thank You we have already contacted our customer and have corrected the problem. We look forward to servicing our customers vehicle in the future. [redacted]Vice PresidentDriven Florida Lubes