Jiffy Lube

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

Thank you for giving us the opportunity to address your issue regarding the end of lease charges assessed to your account, through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.
Upon receipt of your correspondence, BMW Financial Services reviewed our account records for the above mentioned account and confirmed there was an outstanding balance of $142.47. Our records indicated we received unpaid parking tickets on your account.  We also confirmed the tickets were paid by both BMW Financial Services and by you.  As a result, we removed the charge for the unpaid tickets as well as associated administrative fees.
An outstanding balance of $64.47 remained on the account. This amount is comprised of an unpaid late charge in the amount of $27.97 and a partial outstanding lease payment in the amount of $39.50. However, in appreciation of your business, BMW Financial Services has waived the outstanding balance of $67.47. As the date of this letter, the account balance is $0.00.
 
We are committed to providing you with the highest level of service. If you have any questions, please contact us 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.

Thank you for giving us the opportunity to respond to your
rebuttal regarding how we have reported your payment history and account status
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 rebuttal.
 
We apologize  your
experience with BMW Financial Services did not meet your expectations. However,
it is ultimately the responsibility of the consumer to ensure the total
outstanding balance of your debt to BMW Financial Services is satisfied and we
are unable to accommodate your request to waive your $614.59 insurance
deficiency balance.  BMW Financial
Services denies negligence as you claim in your rebuttal.
 
We have confirmed your Guaranteed Asset Protection (GAP) claim
is still pending resolution. Once your GAP claim has been resolved and
settlement provided to BMW Financial Services we will provide you updated
information regarding any insurance deficiency balance that may remain. BMW
Financial Services has not been attempting to collect your deficiency balance
from you because your GAP claim is still pending resolution.
 
Until your insurance deficiency balance has been satisfied
your account will continue to be reported in collection status to the credit
reporting agencies. Once we have received payment in satisfaction your outstanding
balance, we will report your account as paid and closed and remove the
collection status reporting from your account. At this time we recommend you
contact your GAP administrator Safe Guard Productions International, LLC at
(800) [redacted] to check status on your GAP claim.
 
We can confirm the payment due February 6, 2013 was received
17 days past due on February 23, 2013 and the payment due May 6, 2014 was
received 28 days past due on June 3, 2014. We report a payment as delinquent if
it is received more than 29 calendar days past the initial due date. While
these payments were received outside of your ten-day grace period and were
assessed a $10.00 late charge they were not reported as delinquent to the
credit reporting agencies.
We are committed to providing you with the highest level of
service. If you have any questions, please contact me, [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.

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.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 10559232
VIN number for the vehicle in question is WBADW7C57BE5433782011 BMW...

328I
Courtney [redacted]

Dear Ms. [redacted]
 
Thank you for
your letter addressed to [redacted]i, Chief Operating Officer, BMW Group Financial Services,
Americas Region
regarding your account. We have been requested to send to you the following response
on Mr. [redacted]’s behalf.
 
Ms. [redacted], we regret to hear of the unpleasant experience
you had while going through the end of lease experience. BMW Financial Services prides itself in
offering premium service and we are sorry that your experience was less than
satisfactory. Thank you for your time in bringing this to our attention.
 
We are glad to
make an exception to waive the charge for the windshield. The updated amount
that was billed to your account was $379.31 for the disposition fee. We can
confirm that this fee was paid on December 18, 2014. We appreciate your business,
your loyalty and passion for the BMW brand and recognize the commitment you
have shared with BMW Financial Services. Again, we are sorry this event
impacted your impression of our brand.
 
We are committed to
providing you with the highest level of service. If you have any additional
questions, please contact me, [redacted], Monday through
Friday, from 9:00 a.m. to 5:00 p.m. ET, or by mail at either address listed on this letter.
 
Sincerely yours,
 
 
[redacted]
Escalations Team Leader
BMW Financial Services NA, LLC
 
enclosure: end of
lease bill
 
c:   Mr. [redacted], Chief Operating Officer, BMW Group
Financial Services,
      Americas Region

Thank you for
contacting us in regards to [redacted] complaint.
 
Our customer
service representative spoke with [redacted] on May 20th and
agreed to refund her the $38.51 for the oil she purchased. He also offered her
a gift card towards a future...

Jiffy Lube service at any store and apologized for
the situation. At that time, [redacted] refused the gift card offer but
accepted the reimbursement check. Because of a miscommunication, the check had
to be mailed back to our office and another reimbursement check written in her
husband’s name was mailed on June 10th. I personally spoke with [redacted] on June 1st and June 5th regarding her
reimbursement and again apologized for the situation. Additionally, I offered
to pay for a mechanic to diagnose if there was any damage that occurred as a
result of the incident. [redacted] told me she was too busy to have the
vehicle diagnosed so she declined our offer. She did admit to me she agreed to
our customer service representative’s offer during their conversation on May 20th.
Based on the facts of the situation, we can still offer the Jiffy Lube gift
card for $55.09 which is the amount she paid for her May 5th Jiffy
Lube service. Please let our office know if she wishes to accept our company’s
offer.

Revdex.com spoke with [redacted] from the company and he stated he would reach out the consumer to find other ways to get the parts needed for his car.

On 8/10/16 a 1994 Mercedes S420, the vehicle arrived at our service center, with a very noticeable ticking in the engine. The noise was evident enough that the customer questioned if we knew what was causing it. She was told that it’s a very common problem on the S class Mercedes, because they use...

plastic oil tubes inside the engine that more times than often break off or become plugged. When that happens you typically experience ticking in the engine, low oil pressure and possible oil consumption. She took it as knowledge proceeded to have us change her oil and noted on the invoice that the check engine light was on, as well as the vehicle was making an unusual engine noise prior to service. On 10/17/16 I spoke to Mrs. [redacted] in person and she told me that her mechanic diagnosed her vehicle as having a collapsed lifter. She told me that it was our fault because her mechanic said we didn’t install the gasket on the filter properly. I told Mrs. [redacted] that would lead to massive oil loss in a matter of minutes and did she know how much oil she had lost. I asked her if she knew what a collapsed lifter meant. She stated that she had limited knowledge so I asked could I speak to the actual mechanic. She agreed that would be more productive for everyone so I gave her my business card to deliver. Maybe an hour later I received a phone call from her mechanic. He seemed very knowledgeable and told me that indeed he felt like the lifter had collapsed. When asked how does a lifter collapse he replied from being starved of oil to the top of the motor. I asked why the oil filter was changed and he said to ensure that it was not restricting oil flow in the engine. I asked how much oil was added and he stated 1 quart with the filter change. We agreed that the engine had oil in it and that the total capacity was 8.5. I told [redacted] that the vehicle was documented as having an unusual engine noise and a check engine light on prior to service. I asked if the noise got worse and the oil pressure began to drop and was ignored would it cause the lifter to collapse, and he stated yes.  He agreed that was very possible and stated that there was never any mention of a check engine light or an engine noise from the customer. In all our research I found that a collapsed lifter stems from lack of oil in the top of the motor. [redacted] agrees that the engine had oil in it just that it was not reaching the top of the engine. We felt the collapsed lifter was not related to our service. The vehicle had a preexisting condition that became worse and was ignored by the customer, and as a result the lifter collapsed. We agree that the vehicle lost oil pressure and we agree that the noise most likely became louder. However her problem had started prior to our servicing of her vehicle. unfortunately the customer wants to blame us for this and we simply did not cause this problem.

Sorry for the delay in my response. I see what the contract says but at that time that I was offered the payment deferral I did not go read my contract the associate was responsible for telling me every datail of how the deferrals work but they didn't and that will continue to bother me. I received so many different offers to refinance my car and lower my interest rate and I never did it because I felt that this was a good company but now that I know you guys work using bait and switch offers, I would have refinanced on the first offer. You can be sure we will never be doing business with this company or any affiliated company and we will make sure everyone knows about this.

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.
First of all, I actually paid $93 for the oil change service since I bought a [redacted] for it in addition to the $55 mark-up for synthetic oil; that was not even mentioned until the service had been completed (this in and of itself reflects dishonest business practices). However, [redacted] promptly refunded the amount I paid for the [redacted] itself, horrified at my story even though it wasn't their fault, so [redacted]. is correct that I have only been cheated out of the remaining $55.Gift cards are an unacceptable alternative to a refund. Having gone through this experience, where I was very lucky indeed not to lose the entire engine, I would have to be quite foolish to entrust my vehicle to a Jiffy Lube again, particularly after the frankly insulting treatment from Customer Service. An acceptable response would be refund of the remaining $55. 
Regards,
[redacted]

see attached (copy of invoice)

To whom it may concern,The [redacted] owned by the complaintant was examined and driven to our garage at [redacted]. The engine was examinedby an [redacted] certified mechanic and found to be in good condition. Therefore we must reject the claim.

To whom it may concern:After speaking with the crew members and watching the video surveillance of this service, everything happened the way our manager stated it did. During our final safety inspection, his elbow brushed up against the radiator hose and it popped off. We explained it to the...

customer as soon as it happened, and we don't feel that this was due to any negligence on our part. We are not going to refund the service or apologize for lying, since its not the case.

Thank you for giving us another opportunity to address your issue regarding your remaining balance through the Revdex.com complaint process. We regret our previous responses did not resolve this matter entirely.
When a vehicle is declared a total loss, the insurance company pays what the actualized cash value of the vehicle is, not necessarily what you have financed. When the insurance company pays the agreed upon actualized cash value, we release the title to them and invoice the customer for any difference which may exist after their proceeds are received. As indicated in section 2(f) of your Retail Installment Contract (Contract) if your insurance company does not pay all you owe, you must pay what is outstanding. Once all amounts owed under your Contract are paid, at that time your account will be considered paid in full.
Additionally, you are currently behind two payments in your interest free payment plan for February and March which you set up on January 8, 2015. Since you have not made any attempt at satisfying the balance, your account will be placed with a third party collection agency in the near future.
If you have any questions, please contact m[redacted] at (800) [redacted], Monday through Friday, from 9:00 a.m. to 5:00 p.m. ET, or by mail at either address listed on this letter.

We have contacted the customer and apologized for their problems.   She informed us that she had taken her car to her mechanic to have the air filter intake hose repaired. We again apologized for the damage to her car that Jiffy Lube  may or may not have caused but certainly handled...

poorly.  We told the customer that Jiffy Lube will pay for the air filter housing intake hose repair that was causing her problems. We also agreed to the refund of the oil change of $105.76 she had requested in her complaint.

Thank you for giving us the opportunity to address your issue regarding your credit application through the Revdex.com complaint process. We hope that the following information and explanation will answer the issues addressed in your complaint.
 
We have previously...

responded to your credit application inquiry through a complaint with the Consumer Financial Protection Bureau (CFPB). We have enclosed the response dated February 20, 2015. 
 
Unfortunately, we are unable to accommodate your request to disregard the previous applications you have submitted due to the details outlined in our previous response. If you have any questions about future applications, please contact the Finance Manager at your local BMW Center.

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 and the...

request addressed in your complaint.
 
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 February 20, 2015 was received 34 days past due on March 26, 2015.
 
We can confirm through EasyPay a $599.87 payment was posted to your account on February 20, 2015. This payment was returned to us on February 25, 2015 with a notification from the bank that the account was closed. Our records indicate there was never an attempt made to update the information with BMW Financial Services before this payment posted. We can confirm on March 26, 2015 your EasyPay was reactivated with a new bank account and the past due payment was processed. Unfortunately, because your February 20, 2015 payment due date was satisfied 34 days past due, it was reported as delinquent to the credit reporting agencies.
 
Mr. [redacted] our records indicate we attempted to contact you by telephone on March 20, 2015 at 4:32 pm ET. Our records state there was a return call from the phone number we attempted to contact at 5:27 pm ET on the same day; however the caller disconnected the call. As a courtesy to our customers, BMW Financial Services attempts to contact customers when accounts go beyond the payment due date. However, monthly Account Statements, reminder telephone calls andb emails are services we offer to our customers and are not required for the remittance of payment. While we regret out contact attempts did not meet your expectations, it is the responsibility of the customer to remit timely payments.
 
BMW Financial Services furnishes account data to the credit bureaus in compliance with the Fair Credit Reporting Act (FCRA). The FCRA requires 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 delinquency from your credit report.
 
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.

Thank you for giving us the opportunity to address your issue regarding the 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.
 
[redacted] 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 December 27, 2014 was received 31 days past due on January 27, 2015.
 
Mr. [redacted] in review of your account we can confirm that [redacted] attempted to contact you by phone prior to the delinquency, on January 20, 2015 as well as twice on January 21, 2015. We apologize that these attempts were unsuccessful in reaching you. As a courtesy, [redacted] attempts to contact our customers when accounts go beyond their payment due date, however it is ultimately the responsibility of the consumer to remit timely payments on the account. While we were able to speak with you on January 27, 2015 our records do not indicate that your account was to be enrolled in EasyPay. It was during that call that our representative advised of how to establish your enrollment in EasyPay. Our records indicate that we received your EasyPay application dated January 30, 2015 and your enrollment was established on February 6, 2015.
 
Additionally, the statement dated January 8, 2015 indicates that there is a balance due of $958.81 due on your account. On the back of every Account Statement is a notice to consumers about negative credit reporting in which it is made clear that any “late payments, missed payments or other defaults on your account may be reflected in your credit report.” We have enclosed a copy of your Account Statement for the January 27, 2015 payment for your reference.
 
[redacted] furnishes account data to the credit bureaus in compliance with the Fair Credit Reporting Act (FCRA). The FCRA requires that the information provided by [redacted] be accurate. Accordingly, [redacted] does not instruct the credit bureaus to remove derogatory information unless our reporting of that information is inaccurate. In this case, the data [redacted] furnished to the credit bureaus is accurate.
 
Although we empathize with your situation, as a financial service 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 delinquency from your credit report.
   
If you have any questions, please contact me, [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.