We reviewed the video once again of the service performed on this vehicle. We also reviewed the conversations with all employees involved and the conversation with the customer. The video showed clearly no negligence or abuse of the key, the employee did not mishandle the key in anyway. ...
The video showed the employee starting the car and driving it in the building, the car was parked with the key in the ignition buy the customer upon arrival. Employee expressed a concern with the key immediately upon exiting the vehicle, and another employee then walked over to the customer lounge to inform the customer that the key was damaged and broken. The customer did not mention really any concern or question of our actions at that time and explained that they had another key for the vehicle. Customer immediately pulled out the spare key for us to use to finish the service. Upon the ring-out after the service, the customer made no mention about being reimbursed for the broken key or express any dissatisfaction in anyway. Later it was requested by the customer that the manager needed to reimburse the cost of the key. The manager expressed to the customer once again that the key was damaged upon arrival and it was reviewed immediately upon discovering the issue. Car Keys are considered a wear item on a vehicle, and with excessive wear and tear may need to be replaced from time to time. In this case there was NO NEGLIGENCE on the handling of the key. It was used properly and fell apart upon removing it from the car ignition. Again, over time you may need to replace a key that is used and or aged that has some wear and tear, no different than replacing you vehicle tires as they wear. The key had issues upon arrival and using it properly is not the fault of ours for the failure. We our a very HONEST JIFFY LUBE AND THE CAMERAS PROVE THAT!!! On 5/23/2017 service for a 2011 [redacted] 119,316 miles4:46 pm customer pulls on the lot4:51 pm customer vehicle is pulled into the building4:51 pm employee explained the situation with the key to the store asst. manager, and they look to see and understand what the issue is with the key4:55 pm customer is informed of the situation with the current key5:04 pm customer hands another key to asst. manager after the service was completed, vehicle is pulled out.5:05 pm customer vehicle is pulled out 5:06 pm customer is rung out for the service and departs
Complaint: [redacted]
I am rejecting this response because:I believe that a business needs to take responsibility for their actions no matter the age of the car or the mileage. That is no excuse. I am a single mother with a 4 year old son and I am working part time and going to school full time. I cannot afford to pay for the mistakes that this company has made on my vehicle and I think this company needs to reconsider how to deal with customers that they do damage to their car. This is very disappointing that they are not compliant and I will make sure to never return to their business and make sure everyone close to me knows as well.
Sincerely,
[redacted]
[redacted] visited the store for service on 2/5/17 at approximately 10:10am. We serviced the 1997 [redacted] with 229,148 miles on the vehicle. The vehicle upon this arrival had an oversize drain plug in the oil pan, the oversized drain plug provides us with an understanding that...
there was an issue at some point in the service history with the vehicle. Oversized drain plugs in high mileage vehicles is common with the excessive ware on the oil pan, and oil pan threads. Sometimes there also might be oil slightly leaking from this area. Drain pans on a high mileage vehicles can be a ware item that may need to be replaced, especially if it had be compromised in the past. The following day [redacted] called the store and had explained that her car was leaking oil, we had told her to bring it in so we can inspect the problem. [redacted] returned with the vehicle on 2/6/17 at approximately 5:10pm, we inspected the oil level and inspected the oversized drain plug that was already in the vehicle with a slight drip. At this point the oil level was still at the full mark, hardly any oil was lost. After we inspected the vehicle and understood that the drain plug was the issue, we explained all findings to [redacted] and explained the solution to the problem. We explained that the oversized plug in the vehicle used to fix a prior problem had reached its limit. The plug was no longer functional and is just a band aid to a prior problem. We explained to [redacted] that we would install a special plug to stop the drip today, but again it is not a permanent solution. We usually charge $8.95 for this plug, but was provided to [redacted] for FREE. We also provided [redacted] with a quote for repair to fix the original problem with the oil pan, and explained that this is the correct solution to the problem created or caused by another service center. On 2/8/17 we received a corporate complaint filed by [redacted] ([redacted] Grand Father), and the operations manager ([redacted]) started an investigation on this situation. [redacted] reviewed the complaint, and in the complaint that was filed by [redacted] he stated, “THE PAN WAS RETAPPED 2 YEARS AGO, AND AN OVERSIZED PLUG WAS PUT IN IT”. [redacted] pulled all videos for this entire original service, the return service, and all of the conversations with the customer. At no time were there any discrepancies with the level of service, types of actions, and or types of comments. The vehicle was serviced at a high level, and the conversation with the customer was nothing but professional. [redacted] reviewed all of the information he had gathered with the staff to see if anything was missed. After [redacted] felt it was completed. We responded back to corporate on 2/9/17 with the following; Customer stated that he had a problem 2 years ago with drain plug and pan problem (not caused by jiffy lube). It is clear that there is an oversize drain plug in oil pan and sum type of fix was made some time ago as stated by the customer. What was done as a temporary fix for the oil pan some time ago is not a permanent solution. The vehicle has over 200,000 miles and over time, the temporary fix that was done 2 years ago by this customer was just that a temporary fix and will fail. Vehicle came into our services center with this issue already existing, we put a temporary replacement plug in at time of service. This was clearly explained to the customer at the time of service, and this has been an ongoing issue before this service was ever performed. Solution for the customer is to replace the pan. Current plug we installed on date of last visit has been verified of not leaking. We discussed solution with customer to replace the pan. We performed the service properly on the date the service. On 2/10/17 at approximately 10:58am [redacted] called [redacted] ([redacted] Grand Father), the person that filed the corporate complaint, and fully explained all of our findings. [redacted] also fully explained that yes indeed “the pan had been re-tapped and a new oversized plug was installed 2 years ago”. [redacted] had explained that there was an issue after the vehicle was serviced 2 years ago with oil leaking. [redacted] explained that the person that caused the original problem, fixed it by re-tapping and putting in an oversize drain plug. [redacted] and [redacted] spoke for roughly 25mins, and [redacted] clearly explained that once the pan is re-tapped with an oversized drain plug, it is only a TEMPORARY SOLUTION. Once a drain pan is worn out, re-tapped, and an oversized plug installed, it is only a matter of time for that plug to start leaking again. The correct way to fix the problem is to replace the oil pan, any other solution to this past issue is ONLY TEMPORARY. [redacted] also explained to [redacted] that parts wear out, there is a life span on parts and when you compromise the integrity of a part on a quick fix, it is only a matter of time for that fix to start to FAIL. [redacted] explained to [redacted] that he would call him back to verify the quote and follow up with a return call. [redacted] called [redacted] back shortly after their conversation at approximately 11:48am. [redacted] said he would be reaching back out to corporate to complain that we would not fix his problem FOR FREE. The video recordings of the service clearly show no negligence with the service of this vehicle. Self-admitting, this customer clearly had an issue with her drain pan being temporarily repaired by another service provider 2 years ago, and now it is showing signs of failing. This vehicle has also been into other shops for service many times before showing up in our location. We have identified the issue and provided a quote to repair this issue the correct way. The customer’s desired settlement for a repair that was Self-admitted caused by another shop is a joke. This location has been recognized year after year for being a top service provider in the community. We work extremely hard to provide the highest levels of service at this location. The staff has a high level of pride in the work they perform, and is it sad for customers to be so self-absorbed to think that we are hitting on them while trying to take the time to fully inform them of their situation.
We reviewed the video once again of the service performed on this vehicle. We also reviewed the conversations with all employees involved and the conversation with the customer. The video showed clearly no negligence or abuse of the key, the employee did not mishandle the key in anyway. ...
The video showed the employee starting the car and driving it in the building, the car was parked with the key in the ignition buy the customer upon arrival. Employee expressed a concern with the key immediately upon exiting the vehicle, and another employee then walked over to the customer lounge to inform the customer that the key was damaged and broken. The customer did not mention really any concern or question of our actions at that time and explained that they had another key for the vehicle. Customer immediately pulled out the spare key for us to use to finish the service. Upon the ring-out after the service, the customer made no mention about being reimbursed for the broken key or express any dissatisfaction in anyway. Later it was requested by the customer that the manager needed to reimburse the cost of the key. The manager expressed to the customer once again that the key was damaged upon arrival and it was reviewed immediately upon discovering the issue. Car Keys are considered a wear item on a vehicle, and with excessive wear and tear may need to be replaced from time to time. In this case there was NO NEGLIGENCE on the handling of the key. It was used properly and fell apart upon removing it from the car ignition. Again, over time you may need to replace a key that is used and or aged that has some wear and tear, no different than replacing you vehicle tires as they wear. The key had issues upon arrival and using it properly is not the fault of ours for the failure. We our a very HONEST JIFFY LUBE AND THE CAMERAS PROVE THAT!!! On 5/23/2017 service for a 2011 [redacted] 119,316 miles4:46 pm customer pulls on the lot4:51 pm customer vehicle is pulled into the building4:51 pm employee explained the situation with the key to the store asst. manager, and they look to see and understand what the issue is with the key4:55 pm customer is informed of the situation with the current key5:04 pm customer hands another key to asst. manager after the service was completed, vehicle is pulled out.5:05 pm customer vehicle is pulled out 5:06 pm customer is rung out for the service and departs
Complaint: [redacted]
I am rejecting this response because:I believe that a business needs to take responsibility for their actions no matter the age of the car or the mileage. That is no excuse. I am a single mother with a 4 year old son and I am working part time and going to school full time. I cannot afford to pay for the mistakes that this company has made on my vehicle and I think this company needs to reconsider how to deal with customers that they do damage to their car. This is very disappointing that they are not compliant and I will make sure to never return to their business and make sure everyone close to me knows as well.
Sincerely,
[redacted]
[redacted] visited the store for service on 2/5/17 at approximately 10:10am. We serviced the 1997 [redacted] with 229,148 miles on the vehicle. The vehicle upon this arrival had an oversize drain plug in the oil pan, the oversized drain plug provides us with an understanding that...
there was an issue at some point in the service history with the vehicle. Oversized drain plugs in high mileage vehicles is common with the excessive ware on the oil pan, and oil pan threads. Sometimes there also might be oil slightly leaking from this area. Drain pans on a high mileage vehicles can be a ware item that may need to be replaced, especially if it had be compromised in the past. The following day [redacted] called the store and had explained that her car was leaking oil, we had told her to bring it in so we can inspect the problem. [redacted] returned with the vehicle on 2/6/17 at approximately 5:10pm, we inspected the oil level and inspected the oversized drain plug that was already in the vehicle with a slight drip. At this point the oil level was still at the full mark, hardly any oil was lost. After we inspected the vehicle and understood that the drain plug was the issue, we explained all findings to [redacted] and explained the solution to the problem. We explained that the oversized plug in the vehicle used to fix a prior problem had reached its limit. The plug was no longer functional and is just a band aid to a prior problem. We explained to [redacted] that we would install a special plug to stop the drip today, but again it is not a permanent solution. We usually charge $8.95 for this plug, but was provided to [redacted] for FREE. We also provided [redacted] with a quote for repair to fix the original problem with the oil pan, and explained that this is the correct solution to the problem created or caused by another service center. On 2/8/17 we received a corporate complaint filed by [redacted] ([redacted] Grand Father), and the operations manager ([redacted]) started an investigation on this situation. [redacted] reviewed the complaint, and in the complaint that was filed by [redacted] he stated, “THE PAN WAS RETAPPED 2 YEARS AGO, AND AN OVERSIZED PLUG WAS PUT IN IT”. [redacted] pulled all videos for this entire original service, the return service, and all of the conversations with the customer. At no time were there any discrepancies with the level of service, types of actions, and or types of comments. The vehicle was serviced at a high level, and the conversation with the customer was nothing but professional. [redacted] reviewed all of the information he had gathered with the staff to see if anything was missed. After [redacted] felt it was completed. We responded back to corporate on 2/9/17 with the following; Customer stated that he had a problem 2 years ago with drain plug and pan problem (not caused by jiffy lube). It is clear that there is an oversize drain plug in oil pan and sum type of fix was made some time ago as stated by the customer. What was done as a temporary fix for the oil pan some time ago is not a permanent solution. The vehicle has over 200,000 miles and over time, the temporary fix that was done 2 years ago by this customer was just that a temporary fix and will fail. Vehicle came into our services center with this issue already existing, we put a temporary replacement plug in at time of service. This was clearly explained to the customer at the time of service, and this has been an ongoing issue before this service was ever performed. Solution for the customer is to replace the pan. Current plug we installed on date of last visit has been verified of not leaking. We discussed solution with customer to replace the pan. We performed the service properly on the date the service. On 2/10/17 at approximately 10:58am [redacted] called [redacted] ([redacted] Grand Father), the person that filed the corporate complaint, and fully explained all of our findings. [redacted] also fully explained that yes indeed “the pan had been re-tapped and a new oversized plug was installed 2 years ago”. [redacted] had explained that there was an issue after the vehicle was serviced 2 years ago with oil leaking. [redacted] explained that the person that caused the original problem, fixed it by re-tapping and putting in an oversize drain plug. [redacted] and [redacted] spoke for roughly 25mins, and [redacted] clearly explained that once the pan is re-tapped with an oversized drain plug, it is only a TEMPORARY SOLUTION. Once a drain pan is worn out, re-tapped, and an oversized plug installed, it is only a matter of time for that plug to start leaking again. The correct way to fix the problem is to replace the oil pan, any other solution to this past issue is ONLY TEMPORARY. [redacted] also explained to [redacted] that parts wear out, there is a life span on parts and when you compromise the integrity of a part on a quick fix, it is only a matter of time for that fix to start to FAIL. [redacted] explained to [redacted] that he would call him back to verify the quote and follow up with a return call. [redacted] called [redacted] back shortly after their conversation at approximately 11:48am. [redacted] said he would be reaching back out to corporate to complain that we would not fix his problem FOR FREE. The video recordings of the service clearly show no negligence with the service of this vehicle. Self-admitting, this customer clearly had an issue with her drain pan being temporarily repaired by another service provider 2 years ago, and now it is showing signs of failing. This vehicle has also been into other shops for service many times before showing up in our location. We have identified the issue and provided a quote to repair this issue the correct way. The customer’s desired settlement for a repair that was Self-admitted caused by another shop is a joke. This location has been recognized year after year for being a top service provider in the community. We work extremely hard to provide the highest levels of service at this location. The staff has a high level of pride in the work they perform, and is it sad for customers to be so self-absorbed to think that we are hitting on them while trying to take the time to fully inform them of their situation.