Sent: Friday, January 13, 9:AM Subject: Case # *** * *** * *** Dear Sirs, I am writing to you on behalf of myself, Richard K***, store manager of Jiffy Lube The only thing correct in Mr***'s statement/complaint is the fact that he brought his vehicle in for a simple oil
change. Jiffy Lube is in no way responsible for wear and tear on his vehicle. A routine oil change can not be held fault of a serpentine belt shredding apart. Upon arrival Mr*** left his *** with Jiffy Lube and said change the oil, and left the premises. He left in such a haste, He did not even leave a name, number or any other directions. The vehicle was brought into the bay for service. As soon and the engine was shut down, I pointed out to the other technicians that the electric cooling fans were still running and the vehicle smelled of coolant burning off. The cooling fans ran for some time after the engine was shut down. These simple facts indicated to me, something was wrong with the vehicle upon arrival. Since Mr*** left the premises, we changed the oil as instructed and parked the vehicle out front. Notes were added to Mr***'s invoice regarding, Excessive oil leaks on arrival, ABS light on, Check Engine light on prior to service, and TCS light on prior to service. Additionally the vehicle arrived one quart low on oil. The coolant level could not be visually checked because the vehicle was too hot on arrival and the expansion bottle is not clearUpon cash out Mr*** was made aware of all of these issues including the fans running longer than usualShortly after Mr*** was cashed out, he returned to Jiffy Lube. He exited his vehicle with a scornful look on his face exclaiming his car was running hot. We asked him to pull the hood release for us and began to investigateWhen I was done helping the customer inside the service bay I went to investigate myself. Once again I immediately smelled coolant burning off. With a flashlight I began to inspect the vehicle for any signs of coolant leaking. At this time I discovered the water pump belt ( which runs separately off the camshaft on the back of the motor, under a cover ) completely shredded as if something had locked up and spun the belt until is was burned clean through. I made several attempts to visually show Mr*** the broken belt. At NO time did he ever put his head under the hood to see what I was talking about. The only thing Mr*** did was pace back and forth cursing us. I actually lost count of the times he dropped the "F" bomb on me. After several tries to calmly show Mr*** the shredded belt was the cause of the vehicle running hot, (ieno belt, no water pump circulation) and explaining to him this was not our fault and just a coincidence, I closed the hood and walked awayI have been in the Automotive / Customer Service industry for over years and this is the only time I feel the customer is NOT right. I will not entertain someone who is cursing me and using foul language. In response to his comment, "I was left on my own". Mr*** appeared to be a fully grown adult, capable of phoning a tow truck. If he had just stopped cursing at me long enough to listen to what I was saying, he would have heard me offer advise not to drive the vehicle if it was running hot. Most adults know, if you continue to drive an overheating vehicle, further damage is inevitableIn closing, we do not feel Mr*** is entitled to a refund of any type. Additionally, Jiffy Lube will not reimburse him for any repair cost to his vehicle, because of a failed water pump belt, pump or pulleyRegards, Richard K*** Store Manager Jiffy Lube #Louetta RdSpring, Tx. (281) 350-Store MgrRichard K*** "RK" ASM Joseph R*** CSA James G***
Sent: Friday, January 13, 9:AM Subject: Case # *** * *** * *** Dear Sirs, I am writing to you on behalf of myself, Richard K***, store manager of Jiffy Lube The only thing correct in Mr***'s statement/complaint is the fact that he brought his vehicle in for a simple oil
change. Jiffy Lube is in no way responsible for wear and tear on his vehicle. A routine oil change can not be held fault of a serpentine belt shredding apart. Upon arrival Mr*** left his *** with Jiffy Lube and said change the oil, and left the premises. He left in such a haste, He did not even leave a name, number or any other directions. The vehicle was brought into the bay for service. As soon and the engine was shut down, I pointed out to the other technicians that the electric cooling fans were still running and the vehicle smelled of coolant burning off. The cooling fans ran for some time after the engine was shut down. These simple facts indicated to me, something was wrong with the vehicle upon arrival. Since Mr*** left the premises, we changed the oil as instructed and parked the vehicle out front. Notes were added to Mr***'s invoice regarding, Excessive oil leaks on arrival, ABS light on, Check Engine light on prior to service, and TCS light on prior to service. Additionally the vehicle arrived one quart low on oil. The coolant level could not be visually checked because the vehicle was too hot on arrival and the expansion bottle is not clearUpon cash out Mr*** was made aware of all of these issues including the fans running longer than usualShortly after Mr*** was cashed out, he returned to Jiffy Lube. He exited his vehicle with a scornful look on his face exclaiming his car was running hot. We asked him to pull the hood release for us and began to investigateWhen I was done helping the customer inside the service bay I went to investigate myself. Once again I immediately smelled coolant burning off. With a flashlight I began to inspect the vehicle for any signs of coolant leaking. At this time I discovered the water pump belt ( which runs separately off the camshaft on the back of the motor, under a cover ) completely shredded as if something had locked up and spun the belt until is was burned clean through. I made several attempts to visually show Mr*** the broken belt. At NO time did he ever put his head under the hood to see what I was talking about. The only thing Mr*** did was pace back and forth cursing us. I actually lost count of the times he dropped the "F" bomb on me. After several tries to calmly show Mr*** the shredded belt was the cause of the vehicle running hot, (ieno belt, no water pump circulation) and explaining to him this was not our fault and just a coincidence, I closed the hood and walked awayI have been in the Automotive / Customer Service industry for over years and this is the only time I feel the customer is NOT right. I will not entertain someone who is cursing me and using foul language. In response to his comment, "I was left on my own". Mr*** appeared to be a fully grown adult, capable of phoning a tow truck. If he had just stopped cursing at me long enough to listen to what I was saying, he would have heard me offer advise not to drive the vehicle if it was running hot. Most adults know, if you continue to drive an overheating vehicle, further damage is inevitableIn closing, we do not feel Mr*** is entitled to a refund of any type. Additionally, Jiffy Lube will not reimburse him for any repair cost to his vehicle, because of a failed water pump belt, pump or pulleyRegards, Richard K*** Store Manager Jiffy Lube #Louetta RdSpring, Tx. (281) 350-Store MgrRichard K*** "RK" ASM Joseph R*** CSA James G***