Jiffy Lube # 2906

March24, 2015Via Internet BetterBusiness BureauAttn: ***
***720Moorefield Park Drive Suite 300Richmond, VA23236 Re: *** ***Case
#*** Dear Ms.***: Thank you forcontacting us in regards to *** ***’s complaintWe have received theinformation from Ms*** concerning her claim against Jiffy Lube on her 2009*** ***I apologize for the delay in responding to your office but I waswaiting on further information in hopes of resolving the situation. Afterreceiving the letter from your office, I personally spoke with Ms*** onMarch 13thShe sent me a copy of her dealer paperwork from*** of RichmondSince the day I received the paperwork, I have left theservice advisor at the dealership voice messages on four different daysI haveonly received one return voice message from *** *** at the dealership.In order to fully investigate Ms***’s claim our company needs to speakwith the dealership who found the alleged damage If I am able to speak with Peter at*** of Richmond, I will contact your office to inform you of ourcompany’s decision We value Ms.*** business and understand how frustrating automotive problems can be.Furthermore, we realize that we are human and sometimes make mistakesHowever,I hope you understand that we cannot pay for damages until we have verified thecause of failure Thanks againfor contacting us and if you have any questions please feel free to contact meat *** *** ***. Best Regards, *** *** Customer ServiceManager

October 22, 2015Via Internet Revdex.comAttn: Emilee [redacted]720 Moorefield Park Drive Suite 300Richmond, VA 23236Re: Jonathan [redacted] - #[redacted]Dear Ms. [redacted]:Thank you for contacting us in regards to Mr. [redacted]’s
complaint. The letter from your office was the first indication our...

company office
had of an issue with Mr. [redacted]’s service as he did not contact our customer
service department directly.I personally spoke with Mr. [redacted] today
and listened to the details of his service with his [redacted] from
yesterday. On behalf of everyone at Jiffy Lube, I apologize that he was not
completely satisfied with his service. We service over 50,000 vehicles
nationwide on a weekly basis and strive to give every customer the quality
service they expect and deserve.  We
regret that Mr. [redacted]’s service experience did not meet this standard. We will
forward his information to our regional and district managers for further
investigation. Contrary to Mr. [redacted]’s opinion, Jiffy Lube employees are
allowed to work on their personal vehicles during business hours provided there
are not delaying customer’s service times and they are clocked out when
servicing their own vehicle. According to Mr. [redacted]’s version of events from
yesterday, our company’s policies were followed. Thank you again for contacting us and if you have any
questions please feel free to contact me at [redacted]                              Sincerely,                              [redacted]                              Customer
Service Manager

October 22, 2015Via Internet Revdex.comAttn: Emilee [redacted]720 Moorefield Park Drive Suite 300Richmond, VA 23236Re: Jonathan [redacted] -...

#[redacted]Dear Ms. [redacted]:Thank you for contacting us in regards to Mr. [redacted]’s
complaint. The letter from your office was the first indication our company office
had of an issue with Mr. [redacted]’s service as he did not contact our customer
service department directly.I personally spoke with Mr. [redacted] today
and listened to the details of his service with his [redacted] from
yesterday. On behalf of everyone at Jiffy Lube, I apologize that he was not
completely satisfied with his service. We service over 50,000 vehicles
nationwide on a weekly basis and strive to give every customer the quality
service they expect and deserve.  We
regret that Mr. [redacted]’s service experience did not meet this standard. We will
forward his information to our regional and district managers for further
investigation. Contrary to Mr. [redacted]’s opinion, Jiffy Lube employees are
allowed to work on their personal vehicles during business hours provided there
are not delaying customer’s service times and they are clocked out when
servicing their own vehicle. According to Mr. [redacted]’s version of events from
yesterday, our company’s policies were followed. Thank you again for contacting us and if you have any
questions please feel free to contact me at [redacted]                              Sincerely,                              [redacted]                              Customer
Service Manager

April13, 2015Via Internet  BetterBusiness BureauAttn: Emilee[redacted]720Moorefield Park Drive Suite 300Richmond, VA23236 Re: [redacted] Case #[redacted] Dear Ms.[redacted]: Thank you forcontacting us in regards to [redacted]’s complaint.  I personally spokewith [redacted] at the [redacted] dealership on April 7th. Hetold me they removed the bungee cord and were able to fix her vehicle at nocost to Ms. [redacted]. According to the dealer paperwork, Ms. [redacted] droveher car 6,571 miles and over four months since the Jiffy Lube service onNovember 19, 2014. Of course our company has no way of knowing who was underthe hood of her car after the Jiffy Lube service on November 19th. Afterspeaking with the dealership, I spoke with Ms. [redacted] on April 7thand apologized for her experience. Our district manager has been informed ofthe situation and he will investigate further with the employees who wereworking at the Jiffy Lube store when Ms. [redacted]’s [redacted] was servicedon November 19th.  We value Ms.[redacted]’s business and understand how frustrating automotive problems can be.Furthermore, we realize that we are human and sometimes make mistakes. Weregret her most recent Jiffy Lube service did not meet her expectations. Thanks againfor contacting us and if you have any questions please feel free to contact me[redacted]                            Best Regards,                       [redacted]                           Customer ServiceManager

Review: I went to Jiffy Lube in February of 2014 and November 2014 to perform an oil change service on my [redacted]. Those were the only services performed on my vehicle in the year of 2014-March 2015.

I have not had any reason to open the hood of my car since those oil change services from Jiffy Lube were performed. I needed an alignment March 12, 2015 which was done at [redacted]. They called me into the office and asked who had worked on my car last as my latch to my front hood was broken and was being held down by a bungee cord. I am lucky my car dealer caught this verses my front hood flying up as I was driving. This put myself and others on the road in great danger for the carless acts of the employees at Jiffy Lube.Desired Settlement: Apology, reimbursement for services and termination to the employee who put myself in danger

Business

Response:

March24, 2015Via Internet BetterBusiness BureauAttn: [redacted]

[redacted]720Moorefield Park Drive Suite 300Richmond, VA23236 Re: [redacted]Case #[redacted] Dear Ms.[redacted]: Thank you forcontacting us in regards to [redacted]’s complaint. We have received theinformation from Ms. [redacted] concerning her claim against Jiffy Lube on her 2009[redacted]. I apologize for the delay in responding to your office but I waswaiting on further information in hopes of resolving the situation. Afterreceiving the letter from your office, I personally spoke with Ms. [redacted] onMarch 13th. She sent me a copy of her dealer paperwork from[redacted] of Richmond. Since the day I received the paperwork, I have left theservice advisor at the dealership voice messages on four different days. I haveonly received one return voice message from [redacted] at the dealership.In order to fully investigate Ms. [redacted]’s claim our company needs to speakwith the dealership who found the alleged damage. If I am able to speak with Peter at[redacted] of Richmond, I will contact your office to inform you of ourcompany’s decision. We value Ms.[redacted] business and understand how frustrating automotive problems can be.Furthermore, we realize that we are human and sometimes make mistakes. However,I hope you understand that we cannot pay for damages until we have verified thecause of failure. Thanks againfor contacting us and if you have any questions please feel free to contact meat [redacted]. Best Regards, [redacted] Customer ServiceManager

Business

Response:

April13, 2015Via Internet BetterBusiness BureauAttn: Emilee[redacted]720Moorefield Park Drive Suite 300Richmond, VA23236 Re: [redacted] Case #[redacted] Dear Ms.[redacted]: Thank you forcontacting us in regards to [redacted]’s complaint. I personally spokewith [redacted] at the [redacted] dealership on April 7th. Hetold me they removed the bungee cord and were able to fix her vehicle at nocost to Ms. [redacted]. According to the dealer paperwork, Ms. [redacted] droveher car 6,571 miles and over four months since the Jiffy Lube service onNovember 19, 2014. Of course our company has no way of knowing who was underthe hood of her car after the Jiffy Lube service on November 19th. Afterspeaking with the dealership, I spoke with Ms. [redacted] on April 7thand apologized for her experience. Our district manager has been informed ofthe situation and he will investigate further with the employees who wereworking at the Jiffy Lube store when Ms. [redacted]’s [redacted] was servicedon November 19th. We value Ms.[redacted]’s business and understand how frustrating automotive problems can be.Furthermore, we realize that we are human and sometimes make mistakes. Weregret her most recent Jiffy Lube service did not meet her expectations. Thanks againfor contacting us and if you have any questions please feel free to contact me[redacted] Best Regards, [redacted] Customer ServiceManager

Review: I arrived at the Jiffy Lube location #126 shortly after 8:00 AM on 10/21/2015 and requested to get a standard oil change. I noticed that there were other cars being serviced, so I was advised to sit in the waiting room. I shortly realized that the cars being serviced were the employees' cars because I was the only customer in the waiting room. There were four employees working at the location at that time. It took the employees over thirty minutes to service their own cars. The service person named [redacted] then told me the cost of the oil change was over $90. I told him that I had never paid that much for an oil change because I always ask for the most basic oil change. He changed the type of oil change service, so the bill reduced to $45.99. I could have gone to the dealer and paid around $20, but my car was already in the process of being serviced and I could not waste any more time before work. [redacted] explained that Jiffy Lube locations are franchises and that prices vary between the locations like gas stations. This explanation was less than satisfactory and I left Jiffy Lube feeling cheated out of my money for such poor service. I paid at 8:46 AM and immediately left for work.Desired Settlement: I would like a full refund for this negative customer experience and an explanation for the pricing differences.

Business

Response:

October 22, 2015Via Internet Revdex.comAttn: Emilee [redacted]720 Moorefield Park Drive Suite 300Richmond, VA 23236Re: Jonathan [redacted] - #[redacted]Dear Ms. [redacted]:Thank you for contacting us in regards to Mr. [redacted]’s

complaint. The letter from your office was the first indication our company office

had of an issue with Mr. [redacted]’s service as he did not contact our customer

service department directly.I personally spoke with Mr. [redacted] today

and listened to the details of his service with his [redacted] from

yesterday. On behalf of everyone at Jiffy Lube, I apologize that he was not

completely satisfied with his service. We service over 50,000 vehicles

nationwide on a weekly basis and strive to give every customer the quality

service they expect and deserve. We

regret that Mr. [redacted]’s service experience did not meet this standard. We will

forward his information to our regional and district managers for further

investigation. Contrary to Mr. [redacted]’s opinion, Jiffy Lube employees are

allowed to work on their personal vehicles during business hours provided there

are not delaying customer’s service times and they are clocked out when

servicing their own vehicle. According to Mr. [redacted]’s version of events from

yesterday, our company’s policies were followed. Thank you again for contacting us and if you have any

questions please feel free to contact me at [redacted] Sincerely, [redacted] Customer

Service Manager

Review: I went to Jiffy Lube in February of 2014 and November 2014 to perform an oil change service on my [redacted]. Those were the only services performed on my vehicle in the year of 2014-March 2015.

I have not had any reason to open the hood of my car since those oil change services from Jiffy Lube were performed. I needed an alignment March 12, 2015 which was done at [redacted]. They called me into the office and asked who had worked on my car last as my latch to my front hood was broken and was being held down by a bungee cord. I am lucky my car dealer caught this verses my front hood flying up as I was driving. This put myself and others on the road in great danger for the carless acts of the employees at Jiffy Lube.Desired Settlement: Apology, reimbursement for services and termination to the employee who put myself in danger

Business

Response:

March24, 2015Via Internet BetterBusiness BureauAttn: [redacted]720Moorefield Park Drive Suite 300Richmond, VA23236 Re: [redacted]Case #[redacted] Dear Ms.[redacted]: Thank you forcontacting us in regards to [redacted]’s complaint. We have received theinformation from Ms. [redacted] concerning her claim against Jiffy Lube on her 2009[redacted]. I apologize for the delay in responding to your office but I waswaiting on further information in hopes of resolving the situation. Afterreceiving the letter from your office, I personally spoke with Ms. [redacted] onMarch 13th. She sent me a copy of her dealer paperwork from[redacted] of Richmond. Since the day I received the paperwork, I have left theservice advisor at the dealership voice messages on four different days. I haveonly received one return voice message from [redacted] at the dealership.In order to fully investigate Ms. [redacted]’s claim our company needs to speakwith the dealership who found the alleged damage. If I am able to speak with Peter at[redacted] of Richmond, I will contact your office to inform you of ourcompany’s decision. We value Ms.[redacted] business and understand how frustrating automotive problems can be.Furthermore, we realize that we are human and sometimes make mistakes. However,I hope you understand that we cannot pay for damages until we have verified thecause of failure. Thanks againfor contacting us and if you have any questions please feel free to contact meat [redacted]. Best Regards, [redacted] Customer ServiceManager

Consumer

Response:

Business

Response:

April13, 2015Via Internet BetterBusiness BureauAttn: Emilee[redacted]720Moorefield Park Drive Suite 300Richmond, VA23236 Re: [redacted] Case #[redacted] Dear Ms.[redacted]: Thank you forcontacting us in regards to [redacted]’s complaint. I personally spokewith [redacted] at the [redacted] dealership on April 7th. Hetold me they removed the bungee cord and were able to fix her vehicle at nocost to Ms. [redacted]. According to the dealer paperwork, Ms. [redacted] droveher car 6,571 miles and over four months since the Jiffy Lube service onNovember 19, 2014. Of course our company has no way of knowing who was underthe hood of her car after the Jiffy Lube service on November 19th. Afterspeaking with the dealership, I spoke with Ms. [redacted] on April 7thand apologized for her experience. Our district manager has been informed ofthe situation and he will investigate further with the employees who wereworking at the Jiffy Lube store when Ms. [redacted]’s [redacted] was servicedon November 19th. We value Ms.[redacted]’s business and understand how frustrating automotive problems can be.Furthermore, we realize that we are human and sometimes make mistakes. Weregret her most recent Jiffy Lube service did not meet her expectations. Thanks againfor contacting us and if you have any questions please feel free to contact me[redacted] Best Regards, [redacted] Customer ServiceManager