Jiffy Lube

Thank you for giving us the opportunity to address the issues you experienced while attempting to file an excess wear and use claim, 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 records for the above mentioned account and confirmed there is an outstanding balance of $486.80. Our records indicate the billing address on file for your account at the time your lease end packet, maturity bill, and final demand letter were sent was [redacted] Additionally, according to our records we attempted to contact both you and [redacted] multiple times, using the phone numbers you provided, between August 28, 2014 and October 3, 2014. Your account was billed on August 4, 2014 and was not assigned to Vital Recovery Services until November 3, 2014.
BMW Financial Services is a separate entity from both [redacted] BMW and [redacted] As a courtesy, BMW Financial Services reached out to [redacted], Non-Mechanical Claims [redacted] at [redacted] on November 13, 2014. [redacted] advised an exception has been made to approve your claim without the requested images. A check in the amount of $324.00 will be issued on November 14, 2014 to us to cover the right rear tire charge.
The Excess Mileage Charge of $104.76 (including applicable sales tax) was assessed because the vehicle was returned with 36,492 miles; 485 over the contractually allowed miles. Excess mileage is billed at $0.20 per mile in accordance with Section 11 of your Motor Vehicle Lease Agreement (Lease).
After receiving the check of $324.00, an outstanding balance of $162.80 will remain on the account. This amount is comprised of sales tax associated with your final lease installment in the amount of $58.04 and excess mileage in the amount of $104.76.
 
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.

They have not given me an answer on what documents they sent to DMV. Also,  I called the DMV on 12/08/2014 @ 12:50PM and spoke to technician G9, which states that they have not received the required paperwork. They are requesting a letter from Nevada stating that there was never a title issued in that state and a Vehicle bond to issue a clear title. With that said I have contacted [redacted] from BMW and they would not transfer the call so that I can personally try and resolve this ongoing issue. Legally we have the right to speak to the title department or a manager but BMW will not allow it. Please provide me with the following, the name of the documents sent to DMV, a direct number, e-mail or fax to a manager or the title dept.

We do not believe the dent happened while being serviced at Jiffy Lube. To dent the hood with your fingers while closing is virtually impossible. We do not have cameras at the service centers!  We will make a goodwill offer to pay half for a paint less dent removal company to make the repairs....

We will consider the case closed regardless of the customer decision. Thanks for your time, [redacted]District ManagerJiffy Lube

Mr. [redacted] and Jiffy Lube are unable to meet a resolution.  As Mr. [redacted] was not happy with his service, we provided a complete refund of the initial service of $297.21 as a good will gesture, understanding he had further repairs that were needed.  Additionally, we agreed to pay for a repair to a fuel line ($210) that we did not damage, that had been previously repaired near the fuel filter in which we changed, again as good will.      The customer has failed to substantiate his claim.  The invoice provided to substantiate the claim is incomplete and does not clearly outline the steps that took place to diagnose and/or repair the vehicle.  A secondary hand written note indicating that the radiator was pressure tested does not indicate the procedures taken or length of time the pressure test was performed.  When the repair facility was contacted to discuss, the technician was unable to explain how long the pressure test was performed.   At this point we have mailed Mr. [redacted] two checks totaling $507.21 as good will.  Mr. [redacted] has been a long time customer of Jiffy Lube, with years of quality service that he has been satisfied with.  We hate to have an unresolved complaint come to this point, but we cannot pay for damages to a vehicle that we did not cause.

Thank you for allowing Alphera Financial Services, a division of BMW Financial Services NA, LLC, the opportunity to respond to your concerns regarding collection activity on your account through the Revdex.com complaint process.
 
Upon receipt of your complaint, we...

reviewed our account records and confirmed that the above referenced vehicle was repossessed based on your failure to make timely monthly payments.  At the time your vehicle was repossessed, your account was over 60 days delinquent with a past due balance of over $3,000.  For your convenience, we have enclosed a copy of your payment history. 
 
In your complaint, you referenced Section 12 (Balloon Payment Options) of your contract, which contains a provision for the refinancing of any balloon payment, if applicable.  Unfortunately, per Section 4 (Payment Schedule) of your contract, you did not select a financing option that contained a balloon payment when financing your vehicle.  Because of this, the refinance option, which is available only for balloon payments, was not available to you. We have enclosed a copy of your Motor Vehicle Retail Installment Contract- New York (“Contract”) for your convenience.
 
According to our account records, we permitted you to defer the following monthly payments:
 
·         January 26, 2010
·         February 26, 2010
·         May 26, 2011
·         June 26, 2011
·         September 26, 2013
 
By providing five payment deferrals, we hoped to assist you in your time of hardship.  Despite these payment deferrals, you continued to make payments late.  In addition to making late payments, you failed to make all required monthly payments before the maturity date of your Contract.  Your contract was originally signed on July 12, 2008 and was scheduled to mature on July 26, 2014.  After you elected to defer five monthly payments, the maturity date was changed to December 26, 2014.  As of the date of this letter you still owe $1,704.82 in monthly payments. Your remaining balance consists of collection, repossession, late and return check fees.
 
Your complaint also inquired as to why your account balance increased after your vehicle was repossessed.  The balance increased due to a $450.00 repossession fee charge that was added to your account following the repossession. The itemization of your outstanding balance is as follows:
 
Outstanding Payments: $1,704.82
Collection Fees: $1,110.00
Repossession Fees: $450.00
Late Fees: $774.43
Return Check Fees: $40.00
Total: $4,079.25
 
As of the date of this letter, we have not sold the above referenced vehicle through an automotive auction.  Based on the Notice of Sale letter provided to you dated March 4, 2015, the vehicle was available for redemption at [redacted] ten days from the date of the letter, in the event that you paid your remaining account balance.  We have not received a payoff amount from you and plan to proceed with the auction.
Alphera Financial Services furnishes account data to the credit reporting agencies in compliance with the Fair Credit Reporting Act (FCRA). The FCRA requires that the information provided by Alphera Financial Services be accurate.  Alphera Financial Services has confirmed that we are reporting your account accurately and will not change any reporting based on your request.
 
If you have any 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.

I have exchanged numerous e-mails with [redacted] and I see no evidence to support we are responsible for the clutch. [redacted] has an e-mail from me with a detailed explanation.

November 20, 2014Dear [redacted],I am in receipt of your letter regarding [redacted]'s claim concerning a problem she had with her vehicle. We have addressed the issue with [redacted] and will not accept any liability for any damage to her...

vehicle. On the 23rd of October 2014 [redacted] came to the Brookhaven Jiffy Lube for an Oil Change. The Oil Change was performed and coolant added. The oil change consisted of changing the oil and oil filter and placing a new gasket on the oil pan plug. Once the new oil is added, the vehicle is started and checked for oil pressure and any possible leaks. At this point a quality inspector then checks the vehicle for completeness and after checking that the oil cap is tight closes the hood and sends the paperwork to the cashier. At the time of the vehicle problem we offered to have the vehicle inspected at the [redacted] repair facility located in Booth Wyn. We are not affiliated with [redacted] in any way. [redacted] was told that should the problem not be related to the oil change that she would be responsible for the charges to inspect. The offer was declined. The vehicle was taken to [redacted] of Aston and a determination was made as to the damage. The mechanic also stated that the engine was full to the proper level of oil and that the oil filter and oil plug were both tight and dry with no evidence of any leaking. The work we performed was correct and the engine failure was not due to changing the oil.
I can appreciate [redacted]'s position, but just because she thinks we caused the problem does not mean that we did. Based on the findings associated with [redacted]'s claim which were again verified on 11/10/2014 with a visit to her home. The position of the company is to deny any liability for the claim.
Regards,
Tom R

We are sorry that Ms. [redacted] had this issue and that it fell thru the cracks. Her problems had be told to a former employee who failed to take the needed action and has since left the company.
 
When I received this complaint from the Revdex.com it was the first time it had come to our attention....

 Since that we have found the information regarding this issue and have cut and mailed the check to her as requested.
 
I also phoned her to apologize and to let her know the check was in the mail.
 
Sincerely
 
[redacted] [redacted]
VP of Operations,

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.
A "miscommunication" on the check resulting in its addressal to a non-existent person, so that it is unusable should not have required me to go through the delay of mailing the false check back and your receiving it before issuing a new one.  If there were such concerns regarding my honesty, then you should immediately have canceled the false check and then immediately sent out a new one. To date, I still have not received a valid check. It is now June 12.I did not admit to agreeing to anything. I informed Ryan R. that the first time I spoke with his customer service manager Joe that I did agree that I wanted a check for the oil, but that due to disagreements with the refund over the botched oil change and the fact that I did not have time at that moment to discuss it further, we were going to have to continue discussing the oil change refund at a later date. I told Ryan R. when we spoke. He is correct that I refused both a mechanic's check and a gift card. I don't want either of those. I want a refund for the botched oil change and I want the check for the oil itself to be sent promptly. These demands are not unreasonable. Jiffy Lube took my money, but neither re-fastened the undercarriage properly nor replaced my oil cap. This could have been disastrous; in fact, it could have caused my engine to catch fire on the highway. In the end, it caused an extreme waste of time, at least 6 additional hours total, for myself and family members, this is time we do not have. Jiffy Lube agreed to perform a service- they did not, and I request that they take responsibility for that.
Regards,
[redacted]

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

In December 2016 the customer was complaining about her oil pan being damaged by our store in Charlottesville, Va. I responded to the customer's complaint in several emails stating that it wasn't fair for our company to pay for a bill that we never got to talk to the dealership or tech that repaired...

the vehicle. We never got an opportunity to look at other options to even supply the part to fix the vehicle instead the customer took upon herself to repair thinking our company would just pay the bill. I will do some homework to find out what it would have cost us if they would have called us before installing a new oil pan. Thank you for your time.

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

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 responses did not resolve this matter entirely.
[redacted], upon receipt of your previous requests, 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.
With your most recent rejection, you remitted documentation which you state demonstrates the payment in question was withdrawn from your bank on May 18, 2014. Unfortunately, we are unable to verify this information. As indicated in each of our previous responses, we have confirmed the payment was posted through your My BMW online account on May 19, 2014 at 10:11 p.m. ET. Furthermore, upon receipt of your most recent rejection, we reviewed our accounting records and confirmed  the request to collect the funds from your bank was not issued until May 20, 2014. Based on the information confirmed during our most recent reinvestigation, it appears the documentation you have provided to us is now different from the original request. Additionally, while payments made on our website are reflected on your BMW Financial Services account immediately, we do not submit our request for payment to your bank until the following business day. Therefore, even if your payment was made using our website on Friday, May 16, 2014, it is not possible that the funds would have been withdrawn from your bank account on Sunday, May 18, 2014.
As previously stated, 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.
As stated in each of our previous responses, 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, our response continues to remain unchanged. 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.

I have spoken with Mr. [redacted] about his accusation that we had added coolant to his brake system. I looked up camera footage and found that his brake system was never opened nor touched. I explained this to Mr. [redacted] and he told me that he is not convinced that this occurred on his most...

recent visit to our [redacted] location (April 30, 2017). He told me he replaced his brake pads himself and when his friend was bleeding the system they found the issue. I believe in taking care of our customers so I asked him if he would be happy to allow us the opportunity to provide a brake fluid exchange at no cost and he agreed. Customer is happy. Thank you.

Earlier today I received the most recent rejection for Ms. [redacted]    After reviewing our most recent response and today’s rejection, it appears we have already addressed the concerns mentioned in this rejection, and it does not appear there are any additional questions in this rejection for us to address.    
Revdex.comThe Revdex.com received a reply from the business for your review which is highlighted in green below.Your 1/29 rejection is in red.I have reviewed all of the correspondence submitted in this dispute.  You have stated you did not read your contract but relied on the company to explain its contents.  This is not their responsibility.  You claim the company did a "bait & switch" but you have not provided any supporting documentation.    I understand your position.  I understand the company's.  However at this time we see nothing further we can pursue against BMW Financial Services....as you have not provided any substantiation that they failed  to meet their contractual obligation to you.   In the future, please take a few minutes and thoroughly read and understand any contract before signing on the dotted line.  All responses are shared with the company.  [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: 10353728I am rejecting this response because: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.Regards,Jacqueline Garcia-roves

Please see below, which is the Last response I received from Ms. [redacted] when I requested a detailed invoice. " Yes, I had to have my rear brakes replaced because of your shops poor work. I can send you a redacted receipt of the work to exclude the price, but what I included on the second page was a detailed report they did indicating that your shop did not use lube.  Furthermore, because the brakes were replaced, what would an inspection do? they are now correctly installed, thanks to [redacted]."  Please be advised, I cannot do anything further with this complaint until such documentation is provided. Sincerely, [redacted]District ManagerJiffy Lube

Good morning and happy Friday! Could you please request the account number or VIN associated with this complaint. I am unable to locate the account they are referring to without this information. Thank you,

In response to Mr. [redacted]'s complaint,There were a lot of factors playing in this complaint.  Most of which were blown out of proportion as tempers got short, vocabulary got heated.  Things were said on both sides that should not have been said and it is unfortunate that this happened. ...

I know Mr.. [redacted] has acknowledged this and so has our manager (who also has been counseled and reprimanded for his part escalating this complaint) has also.We have since been in contact with Mr. [redacted] and done what we feel is a thorough investigation of what happened to his vehicle.We contacted the Mercedes dealership where the vehicle had been taken and they ultimately they told us they did not think we had caused the problem but though it was possible.They suggested that this was a vehicle that had had 4 owners and very little documented maintenance  in its 180K existence and suggested that was most likely the cause?We contacted QMI (the chemical company that provided the product used) and informed them of what had happened and they again said it was unlikely but possible.We then spoke to Mr. [redacted] and told him what we had found out and asked him what outcome was he hoping from out of this.He told us that if we replaced the engine he would be happy and that is all he wanted, and because of the poor way this complaint and the fact that there was a chance we had indeed caused the problem, we agreed to the repair.Virginia Lube

Thank you for giving us the opportunity to address your request for refund through the Revdex.com complaint process. We hope that the following information and explanation will answer the issues addressed in your complaint.
 
[redacted] took assignment of...

your Retail Installment Contract (Contract) on July 29, 2013. Your Contract was initiated by [redacted] understands [redacted] to have been closed by the state of California.
 
Based on the information we have received, we understand the prior lien holder noted on the vehicle’s title was not paid off by [redacted] The above referenced vehicle was subsequently repossessed by the prior lien holder.
 
We have previously provided the contact information for the California Consumer Motor Vehicle Recovery Corporation and suggested you speak with them regarding your request for refund. You may contact them by phone at (800) [redacted] or by writing to the following address:
  
 
Additionally, [redacted] is willing to negotiate an amicable resolution directly with you the consumer. If you would like to discuss resolution with us directly 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 concerns regarding the amount financed in your Retail Installment Contract (Contract) through the Revdex.com complaint process. We hope the following information and explanation will answer the issues addressed in your complaint.Ms. [redacted] we regret to learn of your dissatisfaction with your retailer.  Alphera Financial Services is an indirect financing provider to your retailer, Hyundai of Louisville and therefore, is a separate entity from this retailer. Additionally, we were not involved with the process of negotiating your Contract. As an indirect financing company, the Contract negotiated with Hyundai of Louisville is provided to Alphera Financial Services as your lender and we are asked to provide the funds necessary to complete the purchase of your vehicle.  We understand you also have concerns regarding the payments you have made on your account. For your convenience we have enclosed copies of your Contract, transaction statement and amortization schedule. Your Contract provides detail on the amount financed and payment schedule. Your amortization schedule details the interest and principal portions of each of the payments you have made to date.Ms. [redacted] a refinance would establish a new account for your existing Contract. The current payoff on your account, valid until February 21, 2015 is $22,706.57. We do provide refinancing options and would like to discuss this opportunity with you personally, if you would like to go over your refinance options, please contact us at (866) [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.We are committed to providing you with the highest level of service. If you have any additional questions, please contact [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.