Jiffy Lube

We did service [redacted]'s 2013 [redacted] on 8/14/16 at Jiffy Lube # [redacted] in Hanover PA. We did advise the customer there was a "possible leak" (transmission seat. Tech [redacted] at Renn K[redacted] did state "technician found oil from the transmission to have been leaking" as stated...

on invoice # [redacted]. Therefore we did not “lie to divert the real problem”.It is also stated on the same invoice in reference to the oil pan issue "technician found the engine oil pan had been and tapped at the drain plug and a new drain plug installed however the repair was not holding and was allowing oil to bypass the drain plug and drip onto the floor "The Jiffy Lube at Hanover PA does not have the equipment, and does not attempt to, drill and tap the oil pain threads.I am truly sorry that there was a problem with the vehicle.Michael F.Owner/OperatorJiffy Lube # [redacted]

Revdex.com:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Thats absolutely ridiculous because that address and phone number has no Revdex.com page to report too. Never minding the fact my receipt says right at the bottom JIFFY LUBE INTERNATIONAL SINCE 2008. If you were not responsibility for this then your company would not be on the bottom of the page I received.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The auto was brought into the shop and had leaves and acorns on the front windshield. The mechanic should have cleaned this up before opening the air filter up. He did not clean the area before taking the carburetor apart.  I did see the mechanic having a difficult time getting the air filter in place and I saw him pushing hard to get the filter situated into the chamber which may have broken the sensor. This auto is well maintained and is one and a half years old. The auto was running perfectly going into the shop and was unable to run efficiency  one half hour later. All people make mistakes and in this case this mechanic should own up to it.
Regards,
[redacted]

Owner of this jiffy lube argues with customers without even listening to the issue. I received a corporate coupon to use at ANY jiffy lube location. I usually use Jiffy Lube for my basic maintence while my husband is deployed and we had to evacuate to PA during hurricane Matthew. I sent my dad with the corporate coupon that was sent to me to use at ANY location. There were NO exclusions and said it was for ANY location. I read it twice before sending him. The owner then told my dad it was only for California even though it didn't say anything of the sorts. He apparently likes to pick and choose what coupons he will accept. Then he wanted to challenge me and told me to bring the coupon down and let him look at it. I showed him the email and the coupon and not in either did it say anything about an exclusion and did say it could be used at ANY location. This man needs SHUT down. His customer service is non existent and he shouldn't even be partnered in a business! When I told him I would be filing a report against him with Revdex.com and Corporate he said go ahead. He had no want to rectify the situation. Which is a shame because my husband and I always try to help the "little guy" but this ruined it for me to use any jiffy lube again!

To whom it may concern:
 
Ms. [redacted] was contacted by [redacted], on multiple occasions. [redacted] never returned to the store nor did she bring the damage to the attention of anyone at the Reading location as stated in her claim. She has refused repeated attempts to inspect the damage she is alleging. She also has refused to send copies of the pictures of the damage she stated that she has.
 
Timeline for [redacted]:
 
9/12/14 5 pm, 7pm Called and left a message, no response
 
9/13/14 9am, 12 pm, 4pm Called and left a message, no response
 
9/15/14 Corresponded by email, [redacted] stated she had laryngitis and preferred to communicate by email. [redacted] requested to see the alleged damage, [redacted] declined to bring the vehicle in She stated she had pictures of the damage.
 
9/16/14 Emailed [redacted] and asked for a copy of the pictures or to see the vehicle in person, [redacted] declined.
 
As of 9/29/14 [redacted] stores took over this complaint and attempted to contact [redacted] with the hope that a manager from a different location would have better luck reaching a resolution.
 
9/30/14 [redacted] emailed [redacted] asking for her to produce the pictures she stated she had of the damage to the glove box. She never returned my email
 
10/3/14 [redacted] called and left a message with [redacted] asking her to forward any pictures or to bring in the vehicle so we could assess the alleged damage. She never returned my call
 
10/4/14 [redacted] called and left a message with [redacted] to set up a time when we can inspect the alleged damage to her vehicle.
 
[redacted] has not responded as of 10/16/14

Thank you for contacting us in regards to [redacted]’s complaint.Mr. [redacted] brought his Nissan Frontier into our Jiffy Lube [redacted] in BethelPark, PA on April 18, 2015 for a Signature Service oil change and tirerotation. According to our company’s records this was the first time...

thisvehicle has been serviced at any of our Jiffy Lube [redacted]s. During the tirerotation, a wheel stud and two lug nuts were damaged. Mr. [redacted] was notcharged for the tire rotation or oil change because of the incident. Thevehicle had 13,258 miles on it when it was at the Jiffy Lube [redacted]. Mr. [redacted]drove his truck to [redacted] in Bethel Park the same day of the Jiffy Lube service.According to the repair bill at [redacted], the mileage on the truck was 13,260 at thetime of their repair. Obviously Mr. [redacted] was able to drive the truck to the[redacted]. During the repair at [redacted], the mechanic chose to use a blowtorch to cut thelug nut off the wheel hub. Mr. [redacted] then drove his truck to [redacted] inPleasant Mills, PA. The mileage on the truck at the time of their repair was13,278. The dealership found an additional lug nut and wheel stud broken andhad to be replaced. Additionally, they found the rim was damaged on his NissanFrontier. Mr. [redacted] returned to the Jiffy Lube [redacted] on April 23’d with bothof his repair bills. Our customer service spoke with Paul [redacted] at BowserNissan to determine what caused the damage to the rim on Mr. [redacted]’s NissanFrontier. Mr. [redacted] stated the rim was damaged from the heat of the blowtorch.He stated the blowtorch was not necessary to remove the lug nut because thereis a special tool that should have been used. Based on the conversation withMr. [redacted] at [redacted], our company wrote a check for the wheel stud andlug nut replacement at NTh and [redacted]. The check in the amount of$181.27 was mailed on May 6~” to Mr. [redacted]. Unfortunately our company cannottake responsibility for the damage caused by NTh. As stated by the dealership,the damage to the rim was caused by the improper repair work by [redacted]. If Mr.[redacted] had taken the vehicle to a properly trained mechanic, the rim would nothave been damaged and therefore not have to be replaced.Our company accepts responsibility for the replacement wheel studs and lug nutsbut cannot accept responsibility for the damage not caused by our company.Thanks again for contacting us and if you have any questions please feel freeto contact me at [redacted].[redacted]Customer Service Manager

Complaint: [redacted]
I am rejecting this response because: They continue to lie about causing damage, they did service the vehicle, we made a second trip to show them the damage, and the frame was a customers property that was scheduled for a A.M delivery.  They made no attempt to look at it.
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because: I recieved a call from the regional manager regarding my complaint. We spoke about my car issue I explained to him what had happened. I did not say that I thought there was water in the oil. I told him that the next day my had a loud noise coming from the engine so I checked the oil and it was clear liquid did not looked like oil to me , I was in shocked because there was metal speks from the internal surface of the engine. He said thats not there problem and that they did there job by putting oil in. He offered me to go jiffy lube and change the oil but it wont due me any good because it sounds like a engine problem. I Don't have no choice but to stay put because don't want to be stuck on the road due to engine problem. What im upset is due to the fact that my car is 30yrs old and they treated me like my car is junk just by the appearance. I have taken my other car to jiffy lube which is the same model and is 29yrs old. But looks better then the one that got damage. And they know what to do with it they confirm with the type of oil it should need for that yr of car which is high mileage oil. When I took my car to Sherwood they just looked up the kind of oil and went with that. Knowing how old it was and how may mileage it had. They did not put high mileage oil. That's why I believe I was miss treated. And they should pay for a new engine.
nt into jiffy lube for a oil change I was asked what kind of service I wanted and I reply that I wanted the $21 service with the recommended oil for my car. I understand my car is 30yrs old but that's no way of solving the problem I drove my car from Hillsboro to Sherwood. And had drove it well before then. Did don't have a any engine rattling.Sincerely,[redacted]

[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.
Regards,[redacted] [redacted] on behalf of [redacted]

We waited for a phone call from the owner of the company as the driver instructed and we did not receive the phone call from the owner. The driver stated that they repaired the frame 1st thing the next morning. if  we were going to look at the frame that we supposedly damaged why would you have it repaired 1st thing in the morning? We were not even able to service the vehicle due to the size of the said frame. We do not have an issue in taking care of something if we damaged it, but when we ask to investigate and we are denied the ability to do so and repairs are completed  at your own facility so we cant look at the "damage" it makes it hard to accept any liability in this matter.

Thank you for giving us the opportunity to respond to your concerns regarding the repossession of your vehicle through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your letter.
In your complaint you...

stated a change in your type of checking account impacted your ability to make payments in a timely manner. Although the banking changes you referenced may have temporarily impacted your ability to remit payments using that account, it is still your responsibility, as the account holder for the above referenced account, to ensure your payments are received within a timely manner. Additionally, our records indicate you previously advised us the reason your account was past due was because you forgot to make your payments.
Our records confirm the above referenced account was in default, as described in Section 26 of your Motor Vehicle Lease Agreement (Lease) and as a result of this default was repossessed by BMW Financial Services on September 5, 2014. At the time of repossession the account was 83 days past due and no payment had been made on the account since June 2014.  Enclosed is a copy of your Lease which outlines the remedies of default in Section 26, part (a) and (e).
As you were advised, to redeem your vehicle, you needed to pay off your account in full by Western Union or certified check on or before September 18, 2014. Since we did not receive the payoff from you, your vehicle was to be sold at auction. Our intent to sell the vehicle is outlined in the enclosed Notice of Sale (NOS) letter, which was sent to you via certified mail on September 8, 2014. As indicated in the NOS, following the sale of the vehicle, you will be billed for the difference between the Gross Early Termination Amount, $28,951.13, and the price received for the vehicle upon disposition. 
We understand your request to continue financing your vehicle with us. However, BMW Financial Services will be unable to accommodate your request to accept the past due payments from you and continue to lease the vehicle to you.
If you have any questions, please contact me, [redacted] at (800) [redacted], Monday through Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.

[redacted] location [redacted] rd...I put that in there but it must have gotten switched

Thank you for giving us the opportunity to address your issue regarding the property taxes associated with your vehicle and your treatment from various associates with BMW Financial Services through the Revdex.com complaint process. We hope that the following information and...

explanation will answer the issues addressed in your complaint.
 
Ms. [redacted], BMW Financial Services prides itself in offering premium customer service. We sincerely apologize for the inconvenience, and for not providing you with the level of customer service you expect and deserve during your recent inquiries regarding taxes and registration.
Our records indicate the vehicle was initially garaged and registered in Virginia. Chesapeake, Virginia uses registration records to assess the appropriate amount of property tax for vehicles garaged within their jurisdiction; therefore, you were assessed property tax from August 2014 through December 2014. We can confirm you contacted BMW Financial Services through the secure message center portion of our website to request an adjustment to the property taxes.
The documentation received for proof of taxes paid was insufficient to resolve the issue. The documentation did not reflect any information regarding the vehicle for which the property taxes were paid, nor the time period for the property tax billing.  A response was sent to you requesting copies of your North Carolina vehicle registration and sufficient proof of property taxes paid to North Carolina so that any necessary adjustments could be made. We regret our response did not meet your expectations.
We would be happy to further assist you with resolving your property tax issues. You may send the documentation to us by email to [redacted], by fax to (800) [redacted], through the My BMW Secure Message Center at [redacted] or by mail to either address listed at the left of this letter, attn: [redacted] So that we may best assist you, please remember to include your BMW Financial Services account number with your correspondence. Please allow up to 24 business hours for us to process your request.
 
Thank you for providing us with a summary of your experience with our customer service. We appreciate your time as well as your business. 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 6:00 p.m. ET, or by mail at either address listed on this letter.

Thank you for giving us another opportunity to address your concerns regarding how we have reported your payment history to the credit reporting agencies through the Revdex.com complaint process. We regret that our previous response did not resolve this matter entirely.
Mr....

[redacted] as referenced in our previous response 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 one payment was received 30-59 days past due. Our records confirm the payment due on April 18, 2014 was received 31 days past due on May 19, 2014.
We understand you are once again claiming a payment was made on the above referenced account on May 16, 2014. As mentioned in our previous response, we are unable to confirm a payment was made on your account on May 16, 2014. Our records indicate a payment was processed on our My BMW website on May 19, 2014 at 10:11 p.m. ET. We have enclosed a copy of the confirmation email that was sent and archived in our systems at the time of payment.  Additionally, we have enclosed our previous response to your initial dispute.
BMW Financial Services furnishes account data to the credit bureaus in compliance with the Fair Credit Reporting Act (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.
Our resolution to your request remains unchanged. We previously researched the documentation you provided to us. This documentation is not sufficient to change the way we are reporting your account to the credit reporting agencies. Our documentation indicates that the information we have reported to the credit reporting agencies is correct. BMW Financial Services has made the decision to report the payment history of our customers to the credit reporting agencies. Due to the guidelines provided to us as a financial services provider, we must report all of our customers in the same manner to maintain the integrity of our reporting and cannot make exceptions for certain customers due to brand loyalty, previous payment history, or as a courtesy.
 
If you have any questions, please contact me, [redacted], Monday through Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.

The letter on this complaint has been sent to our casualty and loss insurance company now, [redacted], to determine whether we are at fault.  We are now completely out of this situation.  All we will find out is if they pay out.

We will gladly refund the cost of the service and I am terribly sorry that our management didn't take care of this issue in the store. I will have our office send a check for the $21.

We are in receipt of Ms. [redacted] comments in response to our previous letter. Thank you for giving us another opportunity to respond to your issues regarding the payment deferrals you received, through the Revdex.com complaint process. We hope the following information will further clarify our position on this matter.
As stated in our previous response, the type of financing agreement you have with [redacted] Financial Services is a simple interest loan, as indicated on your original Retail Installment Sale Contract (Contact). We have enclosed a copy of your original signed Contract for your records. Your Contract clearly states it is a simple interest loan and your finance charges are calculated on a daily basis. The Contract, specifically Section 1 on the reverse side of your Contract, states that if a payment extension (deferral) is requested you will pay additional finance charges.
While we understand your concern regarding your conversations with our representatives, as stated in our previous response, we are unable to waive accrued interest. Our records indicate the information provided by our associates at the time your deferments were processed was correct. Deferments are considered a courtesy since we provide them to assist our customers with their immediate payment issues. Because you elected to defer your installment due dates, you extended the number of days between your payments. Because the number of days between your payments was extended, additional interest accrued. When your loan reaches maturity, any outstanding balances, including the total interest and principal outstanding become due.
Additionally, we had offered to defer two additional monthly payments in an effort to relieve some of the burden of having a large final payment. We regret any additional frustration our offer of additional assistance may have caused.
Mr. [redacted], our records indicate that on January 21, 2015 a payment in the amount of $1,630.11 posted to your referenced account. Thank you for your recent payment. You may expect your account to close in one to two business days.
We are committed to providing our customers with the highest level of service. If you have any questions, please contact me, [redacted], Monday through Friday, from 9:00 a.m. to 6:00 p.m. ET, or by mail at either address listed on this letter.

Our position is that we are not overpriced and did not charge Mr. [redacted] for anything that he did not agree to during his visit.  We presented the price, he agreed, and so we performed the work.  We also gave him 15% off the total bill that brought it down to $237.98.  We checked with...

the dealership in Roswell, and they would do the same work for $240.00.  We are nearly the same as the dealership.  We value Mr. [redacted]'s business, and would like to do something for him.  However, a refund is not possible.  We quoted him a price, he agreed, and he had the work completed.  There are two new fuel filters on his 2013 Dodge Ram.  We could certainly offer him a discounted price on his next oil change if he would like to take this opportunity.  We do value his business and want him to be happy with our service.  Thank You,Chuck P[redacted]Jiffy Lube - Roswell

Complaint: [redacted]
I am rejecting this response because: There are NO conflicting stories.The [redacted] shop handed me the part as soon as they were able to remove it.  My oil drain plug had been overtightened and the threads were missing.  As per George B[redacted] (Revdex.com responder) at Jiffy Lube in my phone conversation with him, the threads could NOT have been stripped by removing the plug.  The damage was clearly done at the Jiffy Lube in Roswell.  I'm 100% certain of that.  Torque wrenches will simply force a plug in if it's not threaded in correctly by hand first.  That is what happened here.  The oil filter was also overtightened but no damage was done, thankfully.  So much for ultra high tech torque wrenches - ha! I need to repair the damage -- which can only be done by replacing the pan itself.  My local Jiffy Lube will not even perform oil changes with the "piggyback" plug which is in my vehicle now.  They told me that there is only a 50/50 chance that they would be able to get a plug like that back in.  Replacing the drain pan will cost me $507 at my regular mechanic's shop.  I made calls to other garages for estimates to find out if that is the going rate and it is.  Jiffy Lube should show some respect for the loyal customer that I have been for decades.  I have spent thousands on oil changes and repairs over the years -- and would continue doing so.  I will not be returning to any Jiffy Lube in the future (I travel a LOT) if this is not resolved.  I have offered to have the repair done at a Jiffy Lube shop near me instead of my regular mechanic (which I trust more).  That seems like fair compromise for what has been done to my vehicle.  I have wasted a lot of time on this "project" of seeking to be compensated for what I rightfully deserve.  I would imagine that repairing my vehicle at a Jiffy Lube should would cost only a couple hundred dollars (no markup) and redeem my respect for the company enough to patronize these shops going forward and not post negative on-line reviews.  That seems like money wisely spent by Jiffy Lube for damage that they clearly caused.
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]

Jiffy Lube has closed this case. Everything was turned over and handled by our insurance company.  Thank you,Tiana