Jiffy Lube

We have reviewed all of the available information on this complaint. 
 
The information that we have is as follows:  Mr [redacted]'s vehicle, before our service, had oil leaks, squealing belts,and a" thunking" noise when starting. The oil level upon arrival showed no reading on the...

dipstick .  These issues were present before our services were performed.
We have a work order signed by Mr. [redacted] stating these facts.  The vehicle was never started without oil by our staff. We have policies in place that prevent starting the vehicle without oil. 
 
We are sorry Mr. [redacted] is having problems with his vehicle.
 
The facts show Mr. [redacted]'s vehicle had internal engine issues prior to our service.  The mechanic is speculating that the engine was run without oil.  
 
 
 
 
Jiffy Lube.

To whom it may concern:             We agree that there were a couple of the skid plate bolts that were missed.  We are also in agreement that this could've resulted in a safety issue.  Thankfully, the items that were missed did not...

result in such.  It's also true that Mr. [redacted] only requested ONE replacement bolt but we elected to purchase a few new spares for the inconvenience.  As was indicated in the email thread pasted below, the replacement hardware is at the store that Mr. [redacted] indicated he would like to pick them up from.               This brings us to the refund discrepancy.  We have offered a Gift Certificate to Mr. [redacted] for a future visit on any vehicle but this offer has been declined.  We have also offered a 25% refund for services rendered but this has also been declined.  We simply do not agree on the refund amount in this matter.  If Mr. [redacted] has received benefit of 95% of the service, we’re not sure that a 100% refund is the punishment that fits the crime in this case so we have respectfully declined the 100% refund that Mr. [redacted] is seeking. Our offer of the 25% refund still stands and the hardware that was requested is at the store available for pick up. *Original email thread pasted below.   Regards, GB ________________________________________________________________________________...⇄ I’m sorry that you don’t agree with a 25% return but I’m not sure that 100% return is appropriate and just,  just because that is what you seek.  You still received the benefit for the rest of the service and although I agree a mistake was made and the subsequent mishandling of the situation at the store level,  I also believe that I’ve made an attempt to correct the issue above and beyond even though you’ve indicated your willingness to never come back to give us another opportunity.  I ordered three new bolts from Toyota as per your request, you requested one-I went further and ordered 3, I also offered to give you a complimentary service and set you up with another store so I apologize that that seems insufficient.  You may still stop by and pick up the bolts if/when you would like. Even though we may not see eye to eye on this situation, I very much appreciate your feedback from your visit, otherwise I may have not known and not been able to use it as a training issue to correct at not only Tony’s store, but others.  I typically don’t patronize a business again if they’ve given extremely poor service, unless they make an attempt to regain it and I feel I’ve at least made that attempt with you. Again, the  bolts are there for you to pick up if you would like. Regards, George  From: [redacted] [mailto:[redacted]] Sent: Thursday, October 12, 2017 4:22 PM To: George B[redacted] Subject: RE: Unsatisfactory service store 2951 Hello,I am sorry as I have no idea why I did not receive your follow-up email. I thank you for attempting too purchase extra bolts for my vehicle. But I will not pick them up as I do not agree to receiving only a 25% refund for our poor and inadequate service and safety check. I fully believe I should receive a full refund. Again thank you but I will be filing a complaint with the Revdex.com of New Mexico and seeking a full refund as well as the bolt that I am still missing.I truly hope you follow up with your employees and demand better service and quality work from them.[redacted]Sent from Yahoo Mail on Android On Thu, Oct 12, 2017 at 4:02 PM, George B[redacted]<[redacted]> wrote:[redacted],                I’m not sure why you didn’t receive the response that I sent last week but I’ve copied and pasted it below.  The bolts that I ordered have also come in and are at the store located in the Burlington Coat Factory parking lot that is right next to Whataburger.  The address is:  3601 NM Hwy 528.  Again, Ben M[redacted] is the store manager and he is expecting you.  He will be at the store until close today (6pm), is off tomorrow but will be back at the store Saturday morning.  I’ve spoken to Ben and he is aware of your situation. Regards, George From: George B[redacted] Sent: Thursday, October 5, 2017 9:31 PM To: '[redacted]’ [mailto:[redacted]] Subject: RE: Unsatisfactory service store 2951 [redacted],                I have ordered three replacement bolts for your vehicle.  I know you said that you are only missing one but I took the liberty to order you three so that you can have a couple of spares if needed down the road.  They should be in next Thursday or Friday.  You are correct, we did make a mistake and for that I once again apologize.  You are also correct that had the skid plate come loose or fallen off during driving that this would most definitely been a safety hazard to both you and other motorists so I am thankful that this did not happen.  And of course if it did, we would surely be responsible.  I’ve also addressed this issue with the store manager.                  Again, mistakes do happen and sometimes things aren’t handled appropriately initially which was definitely the case in regards to your service but I hope that you can see that I am taking the steps to rectify the situation in a timely manner.  I understand your position on never wanting to come back and also your desire to inform others of your experience and respect that decision but would also ask you to reconsider and I will gladly send you a gift certificate.  If you still would rather seek alternative choices for your vehicle maintenance needs I understand and will offer you a 25% refund in lieu of the gift certificate in its place. If the store that you are referring to that is located ‘North’ of where your service was performed is our location that shares the parking lot with Burlington Coat Factory, then that would be store #3163 and Ben M[redacted] is the name of the manager.  If it is a different location the please let me know that as well.   Your hardware has been ordered and should be here next Thursday or Friday but I will let you know when they arrive so that you can be made whole again. Again, much apologies. Regards, George  From: [redacted] [mailto:[redacted]] Sent: Thursday, October 5, 2017 8:39 AM To: George B[redacted] Subject: RE: Unsatisfactory service store 2951 Thank you for getting back with me, I understand you cover many stores and I do appreciate you responding to my concernsI will be happy to pick up the bolts at a different location in fact there is one just north of the location I was at. A gift certificate will do me no good as I plan to never return to any Jiffy Lube locations. I understand that if I don't return the business will not suffer because of volume. But I will make sure that my experience will be known by those who I know and I will recommend they go elsewhere.Again, my concern is safety imagine if the skid plate came off well I was driving causing an accident and the cost this could have caused your company. Let me remind you this is not the first time this happened. My next major concern was the manager, he was there the whole time did not acknowledge himself as a manager or acknowledge the situation and he did not acknowledge me until he was pointed out being the manager by another employee. The manager never left his workstation nor address me seeking a way to remedy the situation. That is poor management skills and poor customer service .The vehicle listed as 2000 Toyota Tacoma NA in fact is my vehicle. Last I appreciate your willingness to give me a gift card but again I do will not plan on returning to Jiffy Lube and request again that my money for the poor service and lack of care and SAFETY That my money be returned. Also I I am missing 1 BoltThanks again,[redacted] On Wed, Oct 4, 2017 at 10:26 PM, George B[redacted]<[redacted]> wrote:[redacted],                I’m sorry to hear about your most recent service with one of our locations.  I have been in training this week so I also apologize for this somewhat of a late response.  The service that you received is definitely not the type we profess to provide nor what we expect.  I will most definitely pay a visit to the store in which you had your issue with.  And, I will reinforce our mission on how we treat our guests with Tony.  It’s one thing to make a mistake, in which we’re all human and are prone to missteps, but it’s an entirely different story in relation to how things are handled when there is a problem.  Once again, much apologies.                 If you could please let me know how many skid plate bolts that you need (and location) I will gladly order them for you and have them sent to a different location with where they can be installed.  I can set you up with any store that may be convenient for you and brief the manager on your situation.   Also, I would also like to send you a gift certificate to take care of your next oil change to earn your trust back. Let me know if you would like me to order the bolts and how many and I’ll make it happen for you.  Unfortunately the only invoice that I could find for your stated visit is one that possesses a name as “NA”.   It’s the only Toyota Tacoma that was serviced on the day in question so please let me know if that was your vehicle.  The license plate ends with:  [redacted] Regards, George  From: [redacted] [mailto:[redacted]] Sent: Tuesday, October 3, 2017 1:12 PM To: George B[redacted] Subject: Unsatisfactory service store 2951 Hello my name is [redacted],I was given this email and told this was the district manager for the store in Albuquerque New Mexico.I'm emailing you to let you know of a consistent problem at this location. After visiting your location I have noticed that some bolts were missing on my skid plate for my 2000 Toyota Tacoma. As I have no idea if they were left off or work their way out. I bought new ones from the Toyota dealership and installed them myself. I then had an oil change at a Jiffy Lube location before pulling out I check to see if the bolts were installed correctly. I noticed that one was missing and brought this to the attention of the store. Again today this happened however this time two bolts were missing and they were going to allow me to drive my vehicle away like this. I was very disappointed in the service and the response from the store manager as he had no response and continued to ignore me and work with another customer even though he was well aware of the problem before he started Servicing the other customer. I am still missing one Bolt and fully believe that I should be refunded the cost of the oil change. This has been shown to be a continuous problem and nothing has been done no concern seems to be on the store managers mind or concern of customer satisfaction. This needs to be addressed and corrected. I left you a phone message also as I will continue to contact you until I am reached. Look forward to hearing from you.[redacted]  From: [redacted] [mailto:[redacted]] Sent: Thursday, October 12, 2017 8:59 AM To: George B[redacted] Cc: [redacted] Subject: Re: Unsatisfactory service store 2951 Hello,I have waited 7 days for a reply from you (5 Business days) If I do not hear from you by the end of the day I will file a complaint with the Revdex.com of New Mexico. I hope to hear from you. Thanks[redacted]  On Thursday, October 5, 2017 8:38 AM, [redacted] <[redacted]> wrote: Thank you for getting back with me, I understand you cover many stores and I do appreciate you responding to my concernsI will be happy to pick up the bolts at a different location in fact there is one just north of the location I was at. A gift certificate will do me no good as I plan to never return to any Jiffy Lube locations. I understand that if I don't return the business will not suffer because of volume. But I will make sure that my experience will be known by those who I know and I will recommend they go elsewhere.Again, my concern is safety imagine if the skid plate came off well I was driving causing an accident and the cost this could have caused your company. Let me remind you this is not the first time this happened. My next major concern was the manager, he was there the whole time did not acknowledge himself as a manager or acknowledge the situation and he did not acknowledge me until he was pointed out being the manager by another employee. The manager never left his workstation nor address me seeking a way to remedy the situation. That is poor management skills and poor customer service .The vehicle listed as 2000 Toyota Tacoma NA in fact is my vehicle. Last I appreciate your willingness to give me a gift card but again I do will not plan on returning to Jiffy Lube and request again that my money for the poor service and lack of care and SAFETY That my money be returned. Also I I am missing 1 BoltThanks again,[redacted] On Wed, Oct 4, 2017 at 10:26 PM, George B[redacted]<[redacted]> wrote:[redacted],                I’m sorry to hear about your most recent service with one of our locations.  I have been in training this week so I also apologize for this somewhat of a late response.  The service that you received is definitely not the type we profess to provide nor what we expect.  I will most definitely pay a visit to the store in which you had your issue with.  And, I will reinforce our mission on how we treat our guests with Tony.  It’s one thing to make a mistake, in which we’re all human and are prone to missteps, but it’s an entirely different story in relation to how things are handled when there is a problem.  Once again, much apologies.                 If you could please let me know how many skid plate bolts that you need (and location) I will gladly order them for you and have them sent to a different location with where they can be installed.  I can set you up with any store that may be convenient for you and brief the manager on your situation.   Also, I would also like to send you a gift certificate to take care of your next oil change to earn your trust back. Let me know if you would like me to order the bolts and how many and I’ll make it happen for you.  Unfortunately the only invoice that I could find for your stated visit is one that possesses a name as “NA”.   It’s the only Toyota Tacoma that was serviced on the day in question so please let me know if that was your vehicle.  The license plate ends with:  745 Regards, George  From: [redacted] [mailto:[redacted]] Sent: Tuesday, October 3, 2017 1:12 PM To: George B[redacted] Subject: Unsatisfactory service store 2951 Hello my name is [redacted],I was given this email and told this was the district manager for the store in Albuquerque New Mexico.I'm emailing you to let you know of a consistent problem at this location. After visiting your location I have noticed that some bolts were missing on my skid plate for my 2000 Toyota Tacoma. As I have no idea if they were left off or work their way out. I bought new ones from the Toyota dealership and installed them myself. I then had an oil change at a Jiffy Lube location before pulling out I check to see if the bolts were installed correctly. I noticed that one was missing and brought this to the attention of the store. Again today this happened however this time two bolts were missing and they were going to allow me to drive my vehicle away like this. I was very disappointed in the service and the response from the store manager as he had no response and continued to ignore me and work with another customer even though he was well aware of the problem before he started Servicing the other customer. I am still missing one Bolt and fully believe that I should be refunded the cost of the oil change. This has been shown to be a continuous problem and nothing has been done no concern seems to be on the store managers mind or concern of customer satisfaction. This needs to be addressed and corrected. I left you a phone message also as I will continue to contact you until I am reached. Look forward to hearing from you.[redacted]

I spoke with [redacted] and apologized for the confusion of
what is included in our $9.99 Tire Rotation, which does not include a wheel
balance ($39.99.) When she returned the vehicle was pulling to the left
due to wore / unbalanced tires. She did not have this problem before because
the...

tires were original on the back which does not affect steering. The technician
noticed the shocks were bad in the rear which lead to the tires being wore out
before we rotated them to the front. I explained this to the customer and
offered to un-rotate the tires with a refund of the $9.99. She accepted the
offer and will be returning Monday / Tuesday to have the service perform.   Jason CoyleOperations ManagerLubricar, [email protected]

As you would expect our investigation of this issue is a bit different. On 4/22/2016 he did get an oil change on his [redacted] at 96038 miles. On 5/2 we got a call from a garage calling themselves "[redacted]" called the store, we damaged a vehicle we serviced incorrectly,...

and that the engine needed to be replaced. (In my experience, garages do not make this kind of call) On 5/2 the customer spoke to our DM, about what had happened to his vehicle. During this conversation the DM was told that the low oil pressure light had never came on in his vehicle but that the vehicle had engine damage most likely from oil starvation. This was when he asked to see the receipt from "[redacted]" on their findings so he could see exactly what they had found on their investigation. Which the customer said they would provide. The customer also asked at that time asked for a letter from us warranting his vehicle. On 5/5 we received an email from the customer, which included a statement of damage from "Matts Auto Repair" (Not [redacted]) which stated that they thought the engine sounded like it was suffering from low oil pressure, they then changed the oil pressure gauge (but did not charge for it on the bill?) and that upon further investigation they found a plastic adapter within the oil filter housing and when it was removed the oil pressure was restored but that there was lasting engine damage noted. Thus their claim that the plastic adapter had been put into the canister by Jiffy Lube causing the low oil pressure problem . There was also a statement from "[redacted]" stating that the customer had told them of the "[redacted] 
[redacted]" findings and they stated that "They agreed there is some abnormal noise coming from the top end of the motor". They did not do any diagnostics or work on the vehicle however, nor did they bill the customer for the visit. When our DM was going to visit the car and talk in person to "[redacted]" where the receipt was from, upon "Googling" the address it was a private address? He then went on to visit the "[redacted] Garage" that had claimed to have contacted us and we found an employee named "Matt" that said he had worked on the vehicle. However he could not give us a receipt and at first said he could not actually recall what he had done with the vehicle. When pressed on the issue of the receipt he asked us to leave the building. On 5/12 the customer met with our Director of Operations and DM a last time to see if we could resolve this issue. Neither of them could detect any unusual engine noises at this time. We again asked for the original record of service from the [redacted] Garage" and were again denied. This lead into an argument that ended in name calling and Mr. [redacted] leaving. In our investigation on our side we noted that the person who worked on Mr. [redacted]'s vehicle was an experienced technician having done thousands of oil changes. The plastic piece that is in question is used to help drain the oil from a vehicle and is optional. This technician does not use them and in fact I know of none of ours that do because of the extra time it takes to service a vehicle! It is also for use on the outside of the vehicle only to help drain the oil and if it were to be placed inside of the filter as is suggested the oil would move around the piece as it is not large enough to block the oil flow and again not cause the problem that is suggested. It is also very improbable that if indeed this was blocking the oil flow that the vehicle could not have been driven over 200 miles prior to noticing an engine problem. Then there was the fact that the oil light never came on during this time, plus the fact that we cannot get a receipt from the place claiming to have done the work. At present we have a lot of puzzle pieces that do not fit, but none them suggest we caused this problem. It is unfortunate and I am sorry that they have had a problem with their vehicle but just because we touched It does not mean we broke it, sometimes mechanical things just break.

To all concerned:
 
                I truly
empathize with Ms. [redacted] and agree that she “feels” that “we” caused
damage to her vehicle but “feeling” something does not make it so.  The proof is all in the video footage.  There is really nothing to respond with at
this time since Ms. [redacted] has still not viewed or responded on the
viewing of the camera footage but yet continues to assess the blame in our direction. 
                Once
the video footage has been viewed, I will gladly assist Ms. [redacted] in
backing up the footage to whoever the responsible party turns out to be.  Ms. [redacted] purchased the vehicle brand
new and has taken impeccable care of her Volkswagen so it should not be too
difficult for her to contact everyone who has every worked under the hood…provided
all receipts are accessible, and then hopefully the guilty party will admit
their misstep to her.  A cover-up like
this one is so unfortunate and has caused so much unwarranted anger at an
innocent party.  Hopefully the third time
will be the charm in viewing the footage. 
                I’m in
hopes that once the video is viewed by Ms. [redacted], without the lens of
anger, then she will surely see that she has been mistaken this entire time.
I will be awaiting a response.
Regards,
[redacted]

Mr. [redacted] did have his vehicle service at our store 3168 in Rio Rancho, NM on 7-22-2015.  We performed a rear differential fluid change with 75/90 and a limited slip additive. This is the required fluid for Mr. [redacted]'s vehicle.  On his subsequent trip to Irvine the fluid leaked out of the...

pinion seal (unrelated to our service), it was this fluid loss that caused the noise and damage that required Mr. [redacted] to visit the Jiffy Lube in California.The Jiffy Lube in California is not a part of our franchise.  They noticed the fluid was low (due to the pinion leak) and topped off the fluid with 75/140.  This is not the required fluid, but also would not cause damage in short amount of time.  The differential was damaged due to fluid loss from the pinion seal leak and not negligence on behalf of our service center.  We performed the service as prescribed using the correct fluid application for Mr. [redacted]'s vehicle.

The customer should of returned with his vehicle have us inspect it before allowing another shop to service the vehicle.  It clearly states on our on our invoice that the customer should contact us if an issue arises. I will, in an effort to keep a customer, agree to provide the next service...

free of charge.

Dear
Ms. [redacted]:
 
Thank
you for giving us the opportunity to address your issue regarding...

inquiry from up2drive,
a division of BMW Bank of North America appearing on your credit history,
through the Revdex.com complaint process. We hope the following
information addresses your concerns.
 
Upon
receipt of your correspondence, we reviewed our records and confirmed the
following inquiry made on your behalf:
 
Customer Name
Submitted:
Tamera [redacted]
Application
Address: [redacted]
Application City,
State Zip:
Corona CA 92879
Ref No: [redacted]
Date Submitted: 10/29/2014
Bureau Code: TR
Submitting Retailer: up2drive
 
If you
did not visit a dealership or authorize a credit application, please contact
the credit reporting agencies listed below to have your claim investigated.
This letter can be submitted along with your claim as supplementary
documentation.
 
Trans
Union                                     �...⇄ Equifax                                    
PO Box
6790                                      ...⇄ Credit
Information Services, Inc                                      �...⇄ /> Fullerton CA 92834                                          PO Box 740241
(800)
680-7289                                    ...⇄ Atlanta
GA 30374                        
[email protected]                              �...⇄ 685-1111
www.ai.equifax.com/CreditInvestigation
 
Experian                                    ...⇄
(800)
311-4769
www.experian.com/disputes/main.html

Complaint: [redacted]
I am rejecting this response because:
The mechanics at Northgate found the front differential service was performed inaccurately, because the actual fill hole had never been opened to refill the fluid.
Subaru cannot warranty the vehicle because they found that Jiffy Lube had also tampered with the sealed cvt transmission ,because they found marker paint from Jiffy Lube on the transmission. The transmission is not supposed to be serviced in any way per Subaru. This action by Jiffy Lube has voided the warranty.
Mr. Dave S[redacted] is simply lying if he states there has been no further contact.
I have called several times, as well as sent a certified letter in the mail, and I have also hired an attorney who has also sent him c/o Jiffy Lube a certified letter.
This is simply malarchy and nonsense.
Sincerely,
[redacted]

This [redacted] certified...

mechanic did not perform any tests on the vehicle.  Knowing this there is no way he can know if there is any internal damage to the engine.  I know because I was standing in front of him when all he did was make sure the plug was on tight and there were no leaks.  The mechanic and experience at [redacted] of Watertown where a master tech also is [redacted] certified inspected the vehicle.  As an eye witness to what the person did to check the car at Jiffy Lube, I know he did not do any kind of tests to the car.  The manager told me that if I had any issues to get it checked out and if found with any issues they will file a claim and take care of it.  Why is now an issue to fix the car for a problem it did not have before and was caused by not having an oil filter on and no oil in the engine as well. Surely logic shows that running an engine dry causes internal parts to get damage as they produce friction with no lubrication on them, since it had no oil.

In an effort to have this issue come to a close rather than it continue to drag on with the same response from BMW Financial, I have attached my Wells Fargo statement and have also requested Wells Fargo confirm the transaction in question.
 
Attached are both my Bank statement and letter from Wells Fargo confirming the payment made on May 16, 2014 posted to my account on May 18, 2014 as initially stated to the customer service representative on August 4, 2014. 
 
In your letter you state that "BMW Financial Services is committed to reporting accurate information to the credit reporting agencies regarding payment experience we have with our customers," yet BMW has failed to rectify the issue after all appropriate information was sent (i.e. email confirmations, letters, etc). Instead, BMW has sent me the exact same response 2-3 times both on Revdex.com and by mail, which I can only assume is in an effort to have this dispute disappear. 
 
I understand the FCRA quite well and hope you do as well; as a result, I expect BMW to correct the negative entry in question as this was NOT late 30 days as you have stated. I have submitted all and any documentation and BMW is still negligent, therefore, violating the FCRA.

Thank you for
contacting us in regards to [redacted] complaint. We received her
rebuttal comments from July 16th.
 
Unfortunately,
our company’s offer will not change without any new information. [redacted] indicated in the statement to her office Group-on refunded her the
amount she paid their company and our company has mailed her a check for
$38.51. The refund check of $38.51 was cut on June 9th and mailed the
following day. If she has not received the check as of the writing of this
letter, please have her contact our office so we can issue a stop-payment.  Unfortunately based on the facts of the claim,
we cannot offer a refund of the Jiffy Lube service. Please let our office know
if she wishes to accept our company’s offer.
 
Regarding the
additional charge for synthetic oil, the Group-on voucher states the price is
based on conventional oil and there may be additional charges based on the
vehicle and oil requirements.

The Account number is [redacted] and the Vin # is[redacted], The member's name is Tarynn Dickerson

Thank you for giving us the opportunity to address your issue regarding how we have reported your payment history to the credit reporting agencies through the Revdex.com complaint process. We hope that the following information and explanation will answer the issues addressed in...

your complaint. 
Firstly, we are truly sorry to hear about your wife’s medical emergency and the unexpected strain on you. We empathize with your situation and hope her treatments and prognosis remain positive. 
BMW Financial Services is committed to reporting accurate information to the credit reporting agencies regarding the payment experience we have with our customers. In an effort to resolve your request, we researched your account and verified that five payments were received 30-59 days past due. We report a payment as delinquent if it is received more than 29 calendar days past the initial due date. Our records confirm the following payments were received 30 or more days past due: 
-     The payment due on August 6, 2013 was received 31 days past due on September 6, 2013.
-     The payment due on October 6, 2013 was received 31 days past due on November 6, 2013.
-     The payment due on December 6, 2013 was received 31 days past due on January 6, 2014.
-     The payment due on January 6, 2014 was received 31 days past due on February 6, 2014.
-     The payment due on March 6, 2014 was received 31 days past due on April 6, 2014. 
The payment posted to your account via the EasyPay automatic monthly payment program on August 6, 2013 was returned due to insufficient funds on August 15, 2013. Because your August 2013 payment was returned, as you were advised, the payment posted to your account on September 6, 2013 was applied toward the satisfaction of your past due August 2013 balance. Since no replacement payment was posted, eight payments were received one month behind your billing schedule between the months of August 2013 and March 2014. 
We attempted to notify you of your past due balance using the billing contact information that was provided to us. We tried to notify you of this balance via your September 2013 through March 2014 monthly Account Statements. We emailed our requests for contact to you and [redacted] and[redacted]. We are sorry to hear you did not receive our notices and requests for contact; however, in the event your billing information changes we rely on our customers to notify us so that we may update our records accordingly. 
Consistent with our obligations under the Fair Credit Reporting Act (FCRA), we cannot change a delinquent payment based upon brand loyalty, past payment performance, for goodwill, or as a courtesy. BMW Financial Services furnishes account data to the credit bureaus in compliance with the FCRA. The FCRA requires that the information provided by BMW Financial Services be accurate. Accordingly, BMW Financial Services does not instruct the credit bureaus to remove derogatory information unless our reporting of that information is inaccurate. In this case, the data BMW Financial Services furnished to the credit bureaus is accurate. 
Although we empathize with your situation, as a financial services provider we are required to report payment histories pursuant to established guidelines and therefore, are restricted from changing any payment history we have correctly reported. We have made the decision to report to the credit bureaus and must report all of our customers based upon the same criteria to maintain the accuracy and integrity of our reporting. Because we have no evidence indicating that our reporting is not accurate, we are unable to accommodate your request to remove the delinquencies from your credit report. 
We are committed to providing you with the highest level of service. If you have any questions, please contact me, [redacted] at (800) [redacted], Monday through Friday, from 9:00 a.m. to 9:00 p.m. ET, or by mail at either address listed on this letter.

CF - AS Stated by the Business.
We find this situation is resolved. Per your request for a formal email regarding the situation and resolution: We ordered the parts for the skid plate right away from the Volvo...

dealership, per the customer’s request. The customer came in about 2 weeks after the incident. There were some gaps in communication, but otherwise we acted in the fastest way possible. When the customer arrived for the initial skid plate installation we found some additional hardware involved. We over-nighted the additional parts, and scheduled the customer to come in the next day. For this additional inconvenience, we had breakfast (for him and his spouse) and coffee ready for them while they waited for the skid plate to be installed. Also, we offered them a free oil change for the situation, which is valued at $100. We find that we have rectified this situation in full, and any other further questions about this complaint can be answered at any time. Thanks. [redacted], Store Manager #609 Direct: ###-###-####

A complaint was filed with Jiffy Lube #2353 in Yuba City, CA on 6/7/16 regarding a service performed upon customer request on 5/13/16.  The customer (Gerald [redacted]) alleged that the transmission fluid used while servicing his automatic transmission in his 1998 [redacted] Explorer (187,057 miles) was...

contaminated with water.  We immediately inspected both our bulk transmission fluid tank and transmission fluid machines for any evidence of water contamination and found none.  Nor have we had any other complaints of water contamination in our transmission fluid.Mr. [redacted] had another shop replace his transmission fluid twice at another repair facility since the service at Jiffy Lube and continues to get water contamination.  This indicates an issue with an internal cooling system leak.  These facts were explained to Mr. [redacted], the claim was denied.During one of the inspections at the other repair facility Mr. [redacted] was advised that his fuel line had been repaired at some point near the fuel filter.  Mr. [redacted] brought this to our attention as his fuel filter was also replaced on 5/13/16.  This repair to the fuel line was not performed by our technicians during the service on 5/16/16.  After further inspection of the service history at Jiffy Lube it was determined that the fuel filter was replaced multiple times previously under the previous ownership of the Jiffy Lube in Yuba City, perhaps the fuel line could have been repaired at that time.We contacted Mr. [redacted]s repair facility and requested an estimate and offered to take care of a new fuel line as a good will gesture, in addition to the refund of his the original service $297.21. *Please note the Revdex.com has incorrect ownership information of Jiffy Lube in Yuba City.

I personally spoke with Ms. [redacted] on August 10th regarding the alleged theft from her 2003 [redacted] during her Jiffy Lube service on August 2nd. During our conversation, Ms. [redacted] told me she did not file a police report at the time because she did not think of it . Our...

company has offered to assist the police investigation and our district manager has offered to meet the police to view the video from the service of her [redacted] . Additionally, I offered Ms [redacted] a $200.00 gift card that could be used towards future Jiffy Lube services at any location in compensation for the amount of the alleged theft . She refused the offer at that time. Please have her call me directly if she wishes to accept our offer. Thank you again for contacting us and if you have any questions please feel free to contact me at [redacted]

Complaint: [redacted]
I am rejecting this response because: I was not given a complete service I paid for a complete service! I did the safety check I would have been let free to drive down the road and continue to drive my vehicle in a very unsafe manner! I don't believe I should pay for an incomplete job I do not know if my oil was changed I do not know if the oil filter was changed I do not if that was tighten correctly. Again I did not ask for extra bolts so again you fail to listen to a customer. And why would I want to return to a place that has proven Time After Time that this is a constant problem so they can only again give me a unsafe vehicle to drive? This is Jiffy Lube mission statement :At Jiffy Lube®, we believe you deserve to be free from the anxiety of keeping your vehicle in top shape. Most importantly, we believe you deserve a service provider you can trust. It’s our mission to be your preventive maintenance providers for the long haul, dedicated to providing the best care for your vehicle while also working with you to stay up-to-date on routine vehicle maintenance so you can Leave Worry Behind. This statement was taken from the Jiffy Lube website as you can see  they did not meet any of their mission statement when servicing my vehicle. 
Regards,
[redacted][To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

First, I would like to apologize again that this matter even happened, clearly we could have handled it better.
The requested refund check that the customer had been waiting for was delivered by mail the day after they made this complaint.
Our District manager has...

called the customer and apologized as well as reprimanded the manager for his poor handling of this incident.
We have also just mailed from the office a gift certificate that they may used in the future as an additional apology for our apparent short customer
 service skills and with the hopes that they will allow us to prove to them we are better at this job than demonstrated.
[redacted]
VP of Operations
Virginia Lube

The manufacturer of the vehicle who reimburses for warranty has a defined process for warranty prior approval with items that are considered ornamental such as glass assemblies.  Most ornamental pieces are covered by Ford warranty under the bumper to bumper 3 year or 36,000 mile warranty and...

expires whichever occurs first.  Gaining prior approval for this repair would have included taking pictures of the vehicle, odometer, and overall concern of glass.  After submission an approval or denial for repair will be returned via the prior approval process where denials can be appealed. Had the vehicle been presented to the dealer and the vehicle repair submitted the replacement of the rear window could have been replaced at the manufacturers cost and not the consumers. At this time the dealer has made attempts to reach the customer without response.    [redacted]