Jiffy Lube

[redacted]-  I am responding to complaint ID # [redacted].  [redacted] came in on November 15, 2017 for an oil change at the Jiffy Lube #2981 located in [redacted] CA. Customer stated that after our service was performed that her door handle on the driver front was damage. I had my...

manager [redacted] inspect the damage. My manager then order the part where the customer returned on November 20, 2017.. The incorrect part was delivered and we let the customer know that we will be in contact once we get the correct part in.  My manager has tried numerous times to get in contact with the customer, she hasn’t returned any calls.  I personally reached out to the customer today December 27, 2017 at 9:54 a.m. to inform her that we have been trying to reach her and hasn’t returned any of our calls. She stated that she will return my call and I have not received a call back.  At this point we have the part in hand and we just need the vehicle to return back to the service center to have the part replaced.  Thanks-   Luis Gomez  Area Manager   [redacted] Lube Centers, Inc. dba Jiffy Lube C: ###-###-####

March 31, 2016 Dear [redacted],I am in receipt of your letter regarding the above listed complaint. Please be advised that the customer has the facts a bit distorted. Customer called on or about 3/15/2016 and stated that His car was in a parking lot and the oil drain plug had fallen out and He had...

no oil in his engine. The Manager went to the vehicles location to evaluate the customer's complaint. It was noted that there was no oil drain plug in the engine. The customer stated that the drain plug fell out where the car was parked. When questioned about where the drain plug was, the customer said that plug fell out in the lot. When asked again about where is the plug. The customer stated that the plug fell out while he was driving. If the plug fell out while the vehicle was moving, the leaking oil would be evident on the undercarriage of the vehicle. There was no evidence of oil anywhere on the undercarriage of the vehicle. The manager then installed a new drain plug, added oil to the engine and drove it back to the shop. No special "Fix it" oil was added to the engine. An oil pressure test along with a cylinder compression test was performed and both test's results were within manufacture's specifications. Pictures were taken at the claim location and of the undercarriage of the vehicle documenting that no oil residue was present on the underside of the vehicle which would be substantial if the oil plug fell out while the vehicle was being driven.The customer's vehicle has 246,000 miles on it. Most engines never survive to that point and to have a valve tap is quite common with that mileage. The customer is driving the vehicle with no power loss or reduction in oil pressure. The customer's personal mechanic has not given a detailed explanation as to what is damaged nor the degree of damage.I can appreciate [redacted]'s position, but just because he thinks we caused the problem does not mean that we did. Based on the findings associated with His complaint, The position of the company is to deny any liability for the claim.Regards,Tom R

Thank you for your letter regarding how we have reported your payment history to the credit reporting agencies. We hope the following information and explanation will answer the request addressed in your letter.
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. The payment due on April 18, 2014 was received 31 days past due on May 19, 2014.
We understand from your letter you claim a payment was made on the above referenced account on May 16, 2014 at 7:11 PT. We are unable to confirm a payment was made on your account on May 16, 2014. Our records do not match the referenced information in your letter and your enclosed correspondence. Our records indicate a payment in the amount of $798.45 was posted to your account on May 19, 2014. A confirmation email reflecting this information was sent on May 19, 2014 at 10:11 p.m. ET.
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.
Although we empathize with your situation, we are restricted from changing any payment history we have correctly reported. Because we have no evidence indicating that our reporting is not accurate, we are unable to accommodate your request to remove the delinquency from your credit report. 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 or previous payment history.
 
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.

Initial Business Response /* (1000, 5, 2014/08/05) */
I have spoken to Mr. [redacted] on the phone and have agreed to refund his money.
Final Consumer Response /* (2000, 10, 2014/08/20) */
On Aug. 18, 2014, we received the full refund check from the business. At this moment my complaint have been...

satisfied. Thank you to the business for this favorable solution.

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

complaint.As a result of our recent investigation, we immediately sent a manual update to Experian, Equifax, TransUnion and Innovis, removing the collections indicators from our reporting of your above referenced account. We received the insurance settlement from your insurance provider, State Farm, on July 21, 2014. As courtesy we have waived your remaining $260.84 insurance deficiency balance and will report your account as terminated and settled in full.Although it may occur sooner, please allow 30 to 60 days for all of the credit reporting agencies to change the information in their systems. Please note that credit monitoring services may not be directly associated with the credit reporting agencies and may not have access to the most up to date information regarding your account. If you need assistance with any lending institution while your file is being updated, they may send a faxed credit verification request to (800) [redacted] or to either address listed below. Please ensure they include your signed authorization with their request.Mr. [redacted], BMW Financial Services prides itself in offering premium customer service. We regret we did not meet your expectations after the total loss of your vehicle and you thought we were attempting to recover more money than due to us.. We hope our resolution has restored your faith in BMW, and look forward to the opportunity to serve your vehicle financing needs well into the future.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 the opportunity to address your issue regarding the extended Maintenance
Program Upgrade Agreement for
your above referenced account through the Revdex.com complaint
process. We hope the following information will answer the issues addressed in
your complaint and explain our position.
Ms. [redacted], MINI Financial Services is
an indirect financing provider to [redacted]; therefore, considered a
separate entity from this retailer. As an indirect financing company, the Retail
Installment Contract (Contract) negotiated with [redacted] is submitted to [redacted] as your lender and we are asked to provide the funds
necessary to complete the total purchase amount associated with your vehicle.
While your purchase may include
optional products and services negotiated at the time of purchase and included
in your Contract, [redacted] does not sell or
administer any extended maintenance policies. These policies are provided by
third-party vendors and are sold through the independently owned and operated [redacted] dealers. Unfortunately, [redacted] is unable to accommodate
your request to issue a refund for the Maintenance Program Upgrade Agreement (Agreement)
included in your Contract.
Concerning
the specific Agreement included in your Contract, the Agreement specifically
states that refunds will be granted only if the covered vehicle is deemed a
total loss while owned by you. We have enclosed a copy of the maintenance
agreement for your review.  
If
you have any questions, please contact me, [redacted] at (866) [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.
Yours sincerely,

I am rejecting this response because:I refuse to accept responsibility for this company's miscommunication between departments. My insurance company was given the run around when it came to handling my account as was I. I should not be held accountable for this debt because they did not try to contact me at all in regards to this account. They can not say they don't have contact information because they contact me in regards to another account I am a co-signer on.  It was mentioned that out of the 3 years I had the car, I made 2 late payments.  Only one payment has very small relevance to this dispute and still does not excuse the fact that BMW made a mistake. I am unwilling to accept the extra expense due to their negligence.

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Initial Business Response /* (1000, 6, 2015/10/12) */
We have forwarded this complaint to entity which owns and operates this Jiffy Lube location. We do understand and view this as a time sensitive matter. Please forward any additional correspondence to
M.C. LLC - XXXXX ...


[redacted] XXXXX-XXXX
Phone: (XXX)XXX-XXXX
Final Business Response /* (1000, 9, 2015/10/23) */
We are currently working with the BAR on this matter in hopes of finding a resolution. We would evaluate all facts and data before making a decision or coming up with a reasonable solution

I am rejecting this response because I did what I was told to do by the Inspector who Inspected my car before I returned the lease.While on a three way call between BMWFS, [redacted] and myself (after I had already returned the car) [redacted] asked for the location of the car so that they may replace the windshield. I was no longer in a binding contract with BMWFS at this point. But anyway, during that call we were informed by a leasing agent at BMWFS that they had sold the car to the dealership where I returned the car in Spring Valley, NY. In our next conversation with the Manager of that dealership we were told that the car had been sold to a consumer already and he advised us to talk to the Service Department Manager and try and obtain from the Service Department either a work order, invoice or receipt for the replacing of the windshield. He said "if they replaced the windshield they should have a bill or something that you can use to collect on your windshield replacement claim". Ultimately, when we spoke with the Service Department Manager he confirmed that the car was cleaned and sold without the windshield ever being replaced. For BMW to now come after me for this $600 is nothing short of a robbery. I will not pay this and will hold on to the $350 Disposition Fee (which I am responsible for). Had I known that replacing the windshield was what I should have done then that is what I would have done! My inspection took place four days before the return of my car on 11/1 and by the time I found out that I was being charged $600 dollars for a new windshield on 11/13 the car had already been cleaned and sold with no new windshield. Obviously the barely noticeable chip did not hinder the sale of the car! And just for the record: [redacted] was willing to replace the windshield if they knew where the car was. They tried hard (through me) to  locate it. Safelite is a National Company and they would have gone anywhere to replace it but no one could tell us where the car was. Clearly, as we know now, it was already in the possession of its new owner. If BMWFS feels this strongly about windshields being replaced then they should create a policy where it instructs Inspectors to demand Lesees replace entirely and not repair their windshields when there is a chip the size of a dust particle on it. Let it also be known that I returned this car 2,000 miles below the 36,000 miles that I was allowed.

Pursuant to Ms. [redacted] request, [redacted], BMW Financial Services, Insurance and Title Release Team Leader, will be contacting her today to work out a mutually agreeable resolution on this matter.

my thanks to all for making my two years so pleasant and enjoyable.

Complaint: [redacted]I am rejecting this response because:First of all, I have been attempting to contact Jiffy Lube headquarters to explain to them and complain about the unprofessional service and staff they have at the site I went to. No one has responded or contacted me. I was given a case number and told that the franchise manager would contact me, which he\she never did. Secondly, no one at that site said anything about my wheel berrings it was not until after the SECOND TIME I took my vehicle to jiffy lube and they did fix the front rotors I took it to another mechanic obviously more qualified to work on my vehicle that I found out about the wheel berrings. It was after the third time I took my vehicle back to jiffy lube that they looked at the wheel berrings. Thirdly, after paying over 500 ALL OF THESE ISSUES SHOULD HAVE BEEN ADDRESSED AT THE FIRST INSPECTION OF MY VEHICLE. AGAIN, JIFFY LUBE LET ME DRIVE OFF IN AN UNSAFE VEHICLE AND PUT MYSELF AND MY DAUGHTER AT RISK. I had to pay another 550$ out of pocket to have a qualified mechanic look at my vehicle. If my vehicle had all these issues when I brought my vehicle in on 12/13/14 THESE SHOULD HAVE BEEN ADDRESSED!!!!!  They were not. I drive a far distance and for Jiffy Lube to knowingly put me in a unsafe car on the road, is illegal.  Finally, the fact the jiffy lube hires unprofessional staff who attempt to use jiffy lube merchandise and equipment for their own financial gain, and access jiffy lube costumers’ information to contact them personally is unprofessional and illegal! That should be an issue for jiffy lube as well. I certainly have the text messages sent to my phone that Jiffy lube staff sent after I had left the facility. Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Jiffy Lube did not state the actual issue. They apologized that my service didn't meet my expectations. The problem was not with the Auto service that I received. The issue is the repeated, unwanted verbal advancements that were sexual in nature, made by their Fields Ertel location manager. I would like the company to acknowledge the instances that took place and explain the actions they're taking to prevent other women from this harassment.
Regards,
[redacted]

June 27, 2014
Dear [redacted],This letter is in response to your letter of June 23, 2014, pertaining to the above ID reference.Records indicate that the customer [redacted] received three (3) Signature Service oil changes at Jiffy Lube Stores in the last two...

years, with the last one being on 05/05/2014 and that being the first time at Jiffy Lube Store ** at [redacted], Maryland 20707 with 115,761 miles on the vehicle.Prior to us performing the Signature Service on 05/05/2014, the Store Manager noticed that the customer was putting in a Motor Flush fluid into his vehicle in the parking lot, and as we performed the Signature Service on the vehicle, the oil cap was damaged. Jiffy Lube Store ** took responsibility for the oil cap damage and agreed to pay for a new one. On 05/12/14 the customer returned to the store and had a new oil cap installed.On 05/14/2014 [redacted] noticed his oil light and alarm coming on every time he applied his brakes, and continued to drive his vehicle until it failed to operate. In [redacted] his complaint, he mentions the oil cap incident and the engine problem. I as the District Manager visited the customer to examine the vehicle for myself. I also explained that either the broken oil cap or the new oil caps replaced by Jiffy Lube was the cause of the engine failure.Having ruled out all [redacted] reasons for engine failure, I believe it was caused either by improper use of engine flush added prior to the Signature Service oil change or malfunction of the oil pump. The fact that the customer continued to drive the vehicle, despite the oil light being on and alarm going off, worsened the state of the engine and caused it to shut down. The customer neglected to stop the car immediately in order to avoid damage.I have spoken at length with **. [redacted] concerning this situation and have indicated to him that the Signature Service did not cause the engine damage.Sincerely,

Thank you for giving us the opportunity to address your issue regarding your remaining balance on your account through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
We can confirm the insurance...

deficiency balance on your account remains at $7,461.52, which is the balance remaining after the insurance check of $7,931.57 from [redacted] Insurance was received. We have also received a payment from your GAP insurance provider in the amount of of $2,494.62. We would also like to confirm interest stops accruing as of the date the insurance proceeds are received, which was October 21, 2014. Additionally, a payment was sent to you in error made payable to BMW Financial Services in the amount of $235.50, please forward the payment to our office.
Our records indicate you contacted our office requesting to continue making payments of $360.00 until the balance is resolved. As advised at that time, we can accept the arrangements; however, the Fair Credit Reporting Act (FCRA) guidelines regulate the credit reporting. In your situation, derogatory reporting will not begin until December 18, 2015 to be in compliance with the FCRA.
If you have any questions, please contact me, Christine Hickman, at (800) 398-3939, Monday through Friday, from 9:00 a.m. to 5:00 p.m. EST, or by mail at either address listed on this letter.

I have contacted [redacted]. We are in amicable agreement. Customer's complaint has been resolved. [redacted] will also be contacting you to remove.

June 23, 2016 Via Internet   [redacted]
[redacted]
[redacted]
[redacted]   Re: [redacted] [redacted]   Dear Mr. [redacted]:   Thank you for contacting us in regards to Ms. [redacted]’s complaint.  I have reviewed the...

matter concerning Ms. [redacted] and her 1999 Nissan Altima. Hopefully I can articulate the basic issues of this case in an objective manner.    On June 3rd Ms. [redacted] brought her vehicle into our Jiffy Lube location for service. At the time of the service her Nissan Altima had 207,592 miles on it. According to our company’s service records, this was the first time this vehicle has been to any of our Jiffy Lube stores. Our customer service department was made aware of the problems with the service on June 6th and we contacted Ms. [redacted] on June 7th.   During conversations with Ms. [redacted], our customer service representative recommended to her the engine would need to be torn down to the point of failure to determine the internal cause of failure and determine how Jiffy Lube was negligent. Of course there is no way to determine externally what could be damaged inside the engine. We did not hear from Ms. [redacted] or any of her representatives from June 8th until June 22nd. We informed Ms. [redacted] again the engine would have to be torn down to determine the cause of failure to the engine.  Once the engine is torn down, we would send out a third party mechanical inspector from a nationally known company, Executive Auto Inspections. As of the writing of this letter, we have yet to be informed the engine is torn down and ready to be inspected.   We value Ms. [redacted]'s business. Furthermore, we realize that we are human and sometimes make mistakes. However, I hope you realize we cannot pay for damages or tear-down costs which we do not know if we caused or not. If Ms. [redacted] would like to provide us with proof that explains how hervehicle failed due to the Jiffy Lube service we would be more than willing to send a mechanical inspector out to verify the cause of failure. If at that point, we conclude that our service did cause the failure, we will not only offer reasonable repair to her vehicle, but we will also reimburse her for charges related to the tear-down and diagnosis.   Thanks again for contacting us and if you have any questions please feel free to contact me at 919-828-9511 Ext: 300.                                             ...⇄ Best Regards,                                             ...⇄ [redacted]                                         ...⇄ Customer Service Manager

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[I applaud Jiffy Lube for taking this opportunity to own this mistake. However, I do not want compensation or gift cards for this negative customer experience. They will not receive my business in the future. I cannot fathom that Jiffy Lube failed at their primary business function (i.e. oil changes). The larger issue is that upon completion of the transaction on 01/13/2014, the associate that ran my credit card advised me that my car was given a clean bill of health and that everything looked great. If they had owned up to their mistake at the point of sale and provided a possible remedy, then this would have been a customer service win. Instead, I left that night with the false impression that everything was fine. I will continue to share this experience with others to warn them against using companies like Jiffy Lube.]
Regards,
Jonathan Smith

This is in response to complaint ID# [redacted] from customer Ms. [redacted].  In November Ms. [redacted] came into BMW North Scottsdale and purchased a 2014 BMW 320i at that same time Ms. [redacted] sold her current automobile to a private party on the dealerships premises. 
 
When Ms. [redacted] voluntarily surrendered her vehicle, as a repossession, February 2015 her 2014 BMW 320i had been licensed, titled and funded by BMW Financial Services for a couple of months and payments had been made. 
 
Ms. [redacted] has asked for refund of all money she has spent on the lease, this issue should be addressed to BMW Financial Services who the lease was with and not BMW North Scottsdale.