Thomas F. Freeman, Jr., CPA

January 12, ? Thank you for allowing us to address the concern brought to you by Ms [redacted] We were notified of her concern by online comment card on the same date that this case was openedOur district manager immediately responded to Ms [redacted] with the email address listed on the comment card He apologized for the poor service and told her he would be investigating her concern immediatelyHe asked her if she had the documentation from the dealership and about the issues her vehicle was currently experiencing After reviewing the documentation and discussing the concern by email, our district manager asked me to process this case through our insurance carrier, Hanover InsuranceAt this time, the investigation is ongoing We are taking Ms [redacted] 's concern very seriously and are taking all steps available to investigate the problem, and through our insurance, be able to come to a resolution once the investigation is complete If you have any questions please call me at 800-543-ext Sincerely, Madeline [redacted] Director of Guest Services

Initial Business Response / [redacted] (1000, 8, 2017/10/19) */ October 11, Revdex.com of Northern Indiana MsKayonda King Parnell Avenue Fort Wayne, IN XXXXX RE: Case [redacted] To Ms [redacted] Thank you for allowing us to address the concern brought to you by Mr [redacted] Upon receiving this complaint, we immediately investigated at the service center and attempted to reach Mr [redacted] by phone and email, to see if we are able to look at the vehicle and determine and confirm the damage to the vehicleAt this time, we have had no response from Mr [redacted] Until the vehicle has been inspected by a Jiffy Lube certified technician, or another ASE certified technician from a third party, we don't have a way to confirm the issue or move forward with another resolution If you have any questions please call me at XXX-XXX-XXXX ext Sincerely, [redacted] Director of Guest Services

Initial Business Response /* (1000, 8, 2016/11/23) */
November 23,
Revdex.com of Northern Indiana
Ms*** King
*** *** ***
Fort Wayne, IN XXXXX
RE: Case #26068326: *** ***
To Ms***
Thank you for allowing us to address the concern brought to you by Mr
***We serviced the Chevrolet HHR on October 28, In that service, we changed the oil, the oil filter, gaskets, oil drain plug, and air filterWe also topped off the coolant and windshield washer fluidWe made recommendations for future services
A few days after service, a leak occurred, and the vehicle was brought back to us for inspection, a faulty gasket on the oil filter was confirmed and resolvedThe vehicle was noted as being *** quarts low on oilThe vehicle was appropriately topped off and cleaned of residual oil
Shortly after, Mr*** took the vehicle to Ed Martin of Anderson, for a check engine light and service traction system messageThey ran the codes and found PEXH Cam Position System Performance in history, and diagnosed a possible EXH Can Actuator solenoid sticking to be the cause, and recommended having this replaced along with the wiring
After this repair, the vehicle experienced the same issuesEd Martin recommended replacing the Camshaft Position Actuator
After inspecting the vehicle and conferring with ** *** and our Master ASE certified Brakes and Services Manager, we do not believe that the issues you are experiencing are caused by the leaking oil filterThe location of the solenoid that was already replaced is on the top of the engine, so it is not possible for oil from leaking oil filter would have soaked this in oil to the point that it could have been damagedThe invoice from ** *** does not state or include an oil leak to be the cause of these issuesThe actuator that has not been replaced yet is an internal engine component, which also would not be affected by an external oil leak
At this time, we would be happy to refund Mr*** for the oil change he had performed with us, but the resulting information from the dealership confirms that the other issues with the solenoid or the sensor are caused by the leaking oil
If you have any questions please call me at XXX-XXX-XXXX ext ***
Sincerely,
*** *** Director of Guest Services

Initial Business Response /* (1000, 10, 2017/08/02) */
July 27,
Revdex.com of Northern Indiana
Ms*** ***
Parnell Avenue
Fort Wayne, IN XXXXX
RE: Case *** *** ***
To Ms***
Thank you for allowing us to address the concern brought to you by Mr***Upon
receiving this complaint, we immediately investigated at the service centerThis appears to not have been something that was caused at our service center, but we would like to reach out to Mr*** to have him stop by one of our brakes and services centers, or have the vehicle inspected by a reputable, certified mechanic
If, through either inspection, it is found that we cause the damage to Mr***'s vehicle, we would be happy to work with him toward repairing that damage
If you have any questions please call me at XXX-XXX-XXXX ext ***
Sincerely,
*** ***
Director of Guest Services
Initial Consumer Rebuttal /* (3000, 12, 2017/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this responseMy vehicle's brake system was functional when I had initially brought it inThe technician had mentioned servicing brakes, however when I contacted them about the issue, manager responded that location did not service brakes
I had to spend nearly *** to have my vehicle repaired, and my mechanic stated that my brakes had been tampered with

Initial Business Response /* (1000, 12, 2017/08/29) */
July 27,
Revdex.com of Northern Indiana
Ms*** ***
Parnell Avenue
Fort Wayne, IN XXXXX
RE: Case *** *** ***
To Ms***
Thank you for allowing us to address the concern brought to you by Mr***We
originally sent Mr*** the check on 7/21/He stated he had not received itWe have reissued the check and are sending it to Mr*** via priority mail with the USPS on 8/29/
If you have any questions please call me at XXX-XXX-XXXX ext
Sincerely,
*** *** Director of Guest Services
Initial Consumer Rebuttal /* (2000, 14, 2017/08/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received reimbursement

Initial Business Response /* (1000, 10, 2017/09/22) */
September 8,
Thank you for allowing us to address the concern brought to you by Ms***Upon receiving this complaint, we immediately investigated at the service centerThis appears to not have been something that was caused at
our service center, as was previously discussed with Ms*** by our Director of Operations, who has been with our company for thirty years
He discussed that based on the inspection we had with the vehicle, the damage occurred over time, as the brake lines were full of rust and the original brake linesThis type of issue is a common occurrence for vehicle with as many miles and years on them, as Ms***'s vehicle hasDuring a routine oil change, we do not touch or service any part of a brake line, and would have no reason to cause any damage to Ms***'s vehicle
Our Director of Operations offered the refund of her service to try and resolve the situation, and restore good faithWe also offered to have the vehicle towed to one of our multi-care centers, who could repair the brake lines at a discounted price
As was discussed with Ms***, if she felt we were still at fault for the issue with her vehicle, she could have the vehicle evaluated by a third party mechanicIf the mechanic reported different findings from our inspection, we would re-open her claim and work with her toward a different resolution
At this time from our own inspection, we show the damage occurred from general wear on the vehicleThe brake lines appear to have given way where rust was prevalent, and we find our oil change did not cause the damage
If you have any questions please call me at XXX-XXX-XXXX ext ***
Sincerely,
*** *** Director of Guest Services
Initial Consumer Rebuttal /* (3000, 12, 2017/09/25) */
The company's response is not satisfactory The response was sent by *** *** who never returned my calls to her officeAs stated in the company's response the Director of Operations did not try to resolve the situation nor restore good faith The Director of Operations never offered to have my vehicle towed to one of their multi-care centersI specifically asked the Director to have my vehicle towed and he replied, "I don't think I can do that"Additionally I was never offered brake lines and definitely not at a discount
Final Business Response /* (4000, 16, 2017/10/11) */
September 29,
Thank you for allowing us to address the concern brought to you by Ms***Upon receiving this complaint, we immediately investigated at the service centerThis appears to not have been something that was caused at our service center, as was previously discussed with Ms*** by our Director of Operations, who has been with our company for thirty years
He discussed that based on the inspection we had with the vehicle, the damage occurred over time, as the brake lines were full of rust and the original brake lines installed on the vehicleThis type of issue is a common occurrence for vehicle with as many miles and years on them, as Ms***'s vehicle hasDuring a routine oil change, we do not touch or service any part of a brake line, and would have no reason to cause any damage to Ms***'s vehicle
Our Director of Operations offered the refund of her service to try and resolve the situation, and restore good faithWe also offered to have the vehicle towed to one of our multi-care centers, who could repair the brake lines at a discounted price
As was offered to Ms*** from our Director of Operations and myself by email, if she felt we were still at fault for the issue with her vehicle, she could have the vehicle evaluated by a third party mechanicIf the mechanic reported different findings from our inspection, we would re-open her claim and work with her toward a different resolution
Once again, at this time from our own inspection, we show the damage occurred from general wear on the vehicleThe brake lines appear to have given way where rust was prevalent, and we find our oil change did not cause the damage If Ms*** has had the vehicle repaired and has documents to support her claim that we have caused this damage, then we would be happy to reevaluate her claim and continue to work with her toward a resolution
If you have any questions please call me at XXX-XXX-XXXX ext
Sincerely,
*** ***
Director of Guest Services

Initial Business Response /* (1000, 10, 2016/11/23) */
November 9,
Revdex.com of Northern Indiana
Ms*** ***
*** *** ***
Fort Wayne, IN XXXXX
RE: Case *** *** ***
To Ms***
Thank you for allowing us to address the concern brought to you by Mr***
The requested refund was not properly processed from the service centerUpon discussing with the Director of Operations, a full refund of *** to Mr***'s credit card has been issued on November 9, Reference number XXXXXXX
If you have any questions please call me at XXX-XXX-XXXX ext ***
Sincerely,
*** ***
*** *** Director of Guest Services
Initial Consumer Rebuttal /* (3000, 12, 2016/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It took almost four weeks to provide my refund after my complaint and an additional reminder that my refund wasn't processed! Very unsatisfied with JiffyLube's customer service This company will never get my business again

Initial Business Response /* (1000, 8, 2016/12/01) */
November 23,
Revdex.com of Northern Indiana
Ms*** ***
*** *** ***
Fort Wayne, IN XXXXX
RE: Case *** *** ***
To Ms***
Thank you for allowing us to address the concern brought to you by Ms***We
have sent Ms***' a check for the amount of *** from a diagnostic charge from Ramsey's AutomotiveMs***' service with us was refunded to her Visa card for the amount of *** Approval number XXXXXXXWe have also sent a complimentary oil change for any inconvenience
At this time, we have fulfilled the request for a refund from Ms***
If you have any questions please call me at XXX-XXX-XXXX ext ***
Sincerely, *** *** Director of Guest Services

Initial Business Response /* (1000, 12, 2017/03/07) */
February 17,
Revdex.com of Northern Indiana
*** *** ***
*** *** ***
*** *** ** XXXXX
RE: Case *** *** ***
To Ms***
Thank you for allowing us to address the concern brought to you by Ms***
When Ms*** brought her concern to us, we immediately turned this over to our insurance company, Travelers insurance for investigation
Traveler's did accept liability on this claim on the same day they received it, on 1/27/after speaking with *** *** and Ms***The appraiser, *** *** inspected her vehicle, and confirmed it was a total loss She wanted to keep her vehicle, but since she had a lienholder, our appraiser has to send to our total loss representative The total loss representative has to get permission from the lienholder to allow the customer to keep the vehicle, and the lienholder would not allow that, so we explained she would not be able to keep the vehicle and Ms*** agreed to release the vehicle for *** which is a fair market value for her vehicle
Travelers had set her up in a rental the same day we spoke through Enterprise Ms*** called me back to advise that it was discovered that she had an issue with Enterprise, so they would not rent to herTravelers offered to pay for another rental She declined Travelers stated that if she didn't want to get into another rental, I could then pay her loss of use of *** per day for day period which is what she is entitled to if she does not rent a car She agreed to that and a check was sent to her for *** She was never told that she had to pay out-of-pocket first for any rental
She has no basis for her demand of additional compensation, and if there is no indication that she disagreed with the offer made by our appraiser and reiterated by the total loss representative If she believes that her vehicle has more value, she would need to provide evidence to the total loss representative She spoke with total loss representative about her paperwork that needs to be signed so payment can be released and she did not advise of any issues she had with the repairs figures
As per Travelers, in the State of Indiana, a third party claimant is not entitled to lost wages or any inconvenience for a property damage claim Travelers have paid Ms*** on our behalf everything we believe she is entitled to regarding her property damage
If you have any questions please call me at XXX-XXX-XXXX ext ***
Sincerely,
*** *** Director of Guest Services

Initial Business Response /* (1000, 6, 2017/05/12) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@jiflube.com
May 12,
Revdex.com of Northern Indiana
Ms*** King
Parnell Avenue
Fort Wayne, IN
RE: Case ***
*** ***
To Ms***
Thank you for allowing us to address the concern brought to you by Ms***After looking into this, we do not show that Ms*** had a vehicle serviced at one of our locations on this dateIn order for us to consider a resolution, we would need Ms*** to provide an invoice of her service for us to further investigate
If she can provide the invoice, as well as any mechanic documentation for the issue that occurred, then we will happily investigateIf it is found that we did not perform the coolant exchange properly, causing the fluid to leak, we would find it no trouble to reimburse her for the tow and our service
If you have any questions please call me at XXX-XXX-XXXX ext ***
Sincerely,
*** ***
Director of Guest Services
Initial Consumer Rebuttal /* (3000, 8, 2017/05/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry how dare them to respond to a complaint that I made back in that is very unacceptable, your entire staff is rude when I tried to call they hung up on me and I also went in person so unprofessional to respond to a customer who made a complaint in
Final Business Response /* (4000, 21, 2017/06/20) */
Hi Kayonda,
It took some digging, but we did find the vehicleIt appears it was not invoiced correctlyBased on the information the consumer has provided, we can see how this could have been caused at our service centerBased on those facts, we are happy to refund the service she had with us, along with the repair of the vehicle and provide her with a year's worth of complimentary oil changesWe will have this mailed to her at the end of the week, if she finds this resolution acceptable
Thanks,
Final Consumer Response /* (2000, 23, 2017/06/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Yes I will except the refunds,however I decline the oil change offer

Initial Business Response /* (1000, 21, 2015/12/29) */
December 28,
Revdex.com of Northern Indiana
Ms*** ***
Parnell Avenue
Fort Wayne, IN
RE: Case #26063001: *** ***
To MsFirestine,
Thank you for the opportunity to respond to Mr***'s claimI
apologize for the lateness of this reply
After reviewing the complaint, we agree that his concern and requests were not handled properly at the Jiffy Lube service center in MishawakaThe district manager of this location has investigated and taken appropriate action to assure that this will not happen again
We have reached out to Mr*** through email and offered a refund for his services on October 5, and we have also offered to perform a new oil change with his preferred oil and an inspection of his vehicle to determine any issues from our serviceWe have sent a letter of apology with a complimentary service to his address, confirming our refund to his credit card and our willing help to inspect the vehicle
If you have any questions please call me at XXX-XXX-XXXX ext
Sincerely,
Madeline *** Director of Guest Services

Initial Business Response /* (1000, 8, 2017/09/22) */
September 15,
Revdex.com of Northern Indiana
Ms*** ***
Parnell Avenue
Fort Wayne, IN XXXXX
RE: Case *** *** ***
To Ms***
Thank you for allowing us to address the concern brought to you by Ms
***Upon receiving this complaint, we immediately investigated at the service centerAccording to the account of the manager of the Lafayette location, Ms*** arrived at our service center on August 29, complaining of an oil leakThe vehicle had been serviced previously at another Jiffy Lube belonging to another franchise on July 5, The vehicle had been driven 1,miles since that service
On August 29, 2017, the technicians topped off the fluids that they found lowOn August 31, 2017, Ms*** arrived back at the service center, complaining of the oil light being on and a noticeable leakThe manager inspected the vehicleHe found evidence of an oil leak and made sure the oil level of the vehicle is correctHe recommended that she take the vehicle to be inspected by a third party mechanic, as there may be further issues with the vehicle
Based on our investigation, our top off service is not the cause of the issue that she is currently experiencing with her vehicleWe recommend that she have the vehicle inspected by a third party mechanicWe believe that this issue was caused over time, and existed prior to her arriving for a top off service at our Lafayette location
If you have any questions please call me at XXX-XXX-XXXX ext ***
Sincerely,
*** *** Director of Guest Services
Initial Consumer Rebuttal /* (3000, 10, 2017/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I asked General manager on a top off for fuilds why did they even touch undet my car? And his response was because when us customers come in for a top off of fuilds on our car, that the car is inspected underneath for oil leaks and anany other hazards, etcBefore they are allowed to service a carHe told me it was required by lawI was not told anything about a large leak of my car had at top off service Photo attached is my handicap parking spot outside my apartmentA large oil leak after they topped off fuildsMy oil light was onWhen I get to Jiffy lube*** the general manager kept saying he was not there on 29th when my car was servicedI do have video of when I took car backFor some reason this is not uploading for your reviewCan I send it another way by email?
Final Business Response /* (4000, 14, 2017/10/11) */
September 25,
Revdex.com of Northern Indiana
Ms*** ***
Parnell Avenue
Fort Wayne, IN XXXXX
RE: Case *** *** ***
To Ms***
Thank you for allowing us to address the concern brought to you by Ms***Upon receiving this complaint, we immediately investigated at the service centerAccording to the account of the manager of the Lafayette location, Ms*** arrived at our service center on August 29, complaining of an oil leakThe vehicle had been serviced previously at another Jiffy Lube belonging to another franchise on July 5, The vehicle had been driven 1,miles since that service
On August 29, 2017, the technicians topped off the fluids that they found lowOn August 31, 2017, Ms*** arrived back at the service center, complaining of the oil light being on and a noticeable leakThe manager inspected the vehicleHe found evidence of an oil leak and made sure the oil level of the vehicle is correctHe recommended that she take the vehicle to be inspected by a third party mechanic, as there may be further issues with the vehicle
Based on our investigation, our top off service is not the cause of the issue that she is currently experiencing with her vehicleWe recommend that she have the vehicle inspected by a third party mechanicWe believe that this issue was caused over time, and existed prior to her arriving for a top off service at our Lafayette location
If Ms*** has had an inspection by a third party ASE Certified mechanic that shows that our top off service caused the leak she is experiencing, then we would be happy to reimburse her for the expenses she incurred to clean the oil leak
If you have any questions please call me at XXX-XXX-XXXX ext ***
Sincerely,
*** *** Director of Guest Services

Initial Business Response /* (1000, 12, 2016/04/22) */
April 21,
Revdex.com of Northern Indiana
Ms*** ***
*** *** ***
Fort Wayne, IN XXXXX
RE: Case *** *** ***
To Ms***
Thank you for the opportunity to respond to Mr***'s claimAfter
reviewing his concern, we believe that there is some confusion around the invoicing of the serviceWe have recently updated our computer systems, and our invoices have a new appearance
In the payment information of the invoices, the total service is broken down to show what of the net sales is charged as labor and what is charged as partsThis is something we are required to show on all of our invoicesThen, after showing the breakdown of the parts and labor, there is a Gross sales total given before any discounts, and a net sales total that is given to show what the guest will owe prior to taxesThis is available on all of our invoices, before and after our invoicing change
Mr*** is a regular guest, and we are happy to service his vehicles at any of our service centersThis is something he has on all of the invoices he has received from usIf this was the first time he has been given a new invoice, then some confusion and concern may happen
After reviewing the concern with our operations team, we have refunded the labor charge back to his Master Card, in an effort of expressing our good will to himWe also have sent a follow up letter with a special discount card that does not expire that he can use with any vehicle at any location
If you have any questions please call me at XXX-XXX-XXXX ext
Sincerely, *** *** Director of Guest Services

Initial Business Response /* (1000, 13, 2016/06/21) */
June 17,
Revdex.com of Northern Indiana
Ms*** ***
*** *** ***
Fort Wayne, IN XXXXX
RE: Case *** *** ***
To Ms***
Thank you for allowing us to address the concern brought to you by Ms
***When Ms*** brought the vehicle back to us, over two months had passed since the replacementWe inspected the vehicle, and believed that it could be the entire light assembly or there could be an issue with the electrical wiring to the light assemblyWe suggested having it looked at further by us or another mechanic she trusted
Because the initial service was performed with a quick sale, we needed the physical invoice to open a claim and make sure that we handled her concern properlyOur manager stated that Ms*** became very hostile and started shouting at him about turning her away for raceShe stated she would contact the policeThe manager also contact the police, as he had attempted to calm her down, and when she did not, he asked her to leave and told her he would be filing her concern with the corporate office
A notice was sent to our office, and I reached out to a *** ***, who was listed on the notice and left a voice mail message
On May 3, 2016, Ms*** contacted me in regards to the light issue and left a message for me after our business hoursAt no time did she mention that she contacted the police or of her interaction with the managerThe following day, I returned her call and left a messageWhen we connected, she mentioned that the manager had stated that he would be replacing the headlight assembly and that he would be ordering the partsI told her that I would confirm that they were ordered, and I would contact her as soon as the parts were available
At this time, Ms*** called a few times for updates, which all I could tell her was that it was ordered and not available yetWhen I reached out to the Director of Operations, he stated that we may be able to fix her issue with the dimness without the replacing the entire assemblyHe called Ms*** and left a message, asking to have her stop back into the service center to have it repairedHe stated he called a few times with no return call
Ms*** called me again on May 12, At that time, I gave her the Director's number and told her about our solutionShe was happy and did not reach back out to me from that point
The Director and Ms*** spoke, and she was referred to our brakes and services center and manager to continue with the repairThe manager was able to determine that the electrical to the assembly needed to be replacedHe replaced for Ms*** and she left satisfied with the repairI sent a follow up letter to Ms*** with two complimentary services for her inconvenience
At this time, we consider this complaint resolved satisfactorily, as Ms*** has stated she is happy with the repair
If you have any questions please call me at XXX-XXX-XXXX ext
Sincerely,
*** *** Director of Guest Services
Initial Consumer Rebuttal /* (3000, 15, 2016/06/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Happy with repair but not satisfied with the customer serviceA puece of paper was thrown in my face by a manager and he still works there! He is lying about the race issue as well

Initial Business Response /* (1000, 21, 2016/04/21) */
We have processed this through our insurance company, Traveler's InsuranceWe will update the complaint with our official response once we have an update from the insurance adjuster
Initial Consumer Rebuttal /* (3000, 23, 2016/04/22)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
The insurance company will not accept this claim for services performed They are dissolving themselves of responsibility
Final Business Response /* (31430, 45, 2016/05/23) */
Final Consumer Response /* (2000, 57, 2016/08/23) */
Hello ***,
I am very disappointed with how your insurance provider at Travelers handled the claim *** *** during our conversation was implying that since I am a Hispanic male I should be able to check the oil in my own car and did not really need your services do thatHe also argued and raised his voice with me over the phone The sticking point of the complaint was in regard to your technician showing me the dip stickHe denied the claim and said that I really should have been able to perform that service on my own and not relied on him Your organization is not taking this claim serious because I had a high mileage car and am a male and should have been able to check my own oil Your company was the professional in this situation and is liable for a misdiagnosis of my cars oil level and damage to my motorYour organization is discriminating and treating me unfairly The promise of mid service checks is deceptive and The treatment from your insurance agent was abusiveI will be sending a copy of this email to the Revdex.com and Attorney General and discussing the lack of cooperation coming from your organization to settle this complaint or offer any resolutionI will also file a complaint against travelers for the discrimination and abusive tone the agent took with me
Please provide me another name within your organization that I can escalate these matters to Thanks in advance for your help and understanding to the situation above
Attorney General Case # XXXXXXXX
Revdex.com Case # XXXXXXXX
The Arbitrator found in favor the Jiffy Lube

Initial Business Response /* (1000, 5, 2016/09/08) */
September 8,
Revdex.com of Northern Indiana
Ms*** ***
*** *** ***
*** *** IN XXXXX
RE: Case #XXXXXXXX: ***
To Ms***
Thank you for allowing us to address the concern brought to you by D
***D*** contacted me on July 5, in regards to the service on June 7, I recommended refunding the overcharge that was disputed, and offered our VIP program to make up for the inconvenience
D*** agreed to the resolution, and we refunded *** back to his Visa card on July 5, I received confirmation on July 6, from my finance department that the refund went through, and I sent D*** VIP membership cards to the address provided on July 6,
The promotion that there was an issue with is something that Shell Cois only able to handle
When I spoke with D*** on July 5, 2016, I gave the number to contact Shell in regards to the issue he was having, Phone: *** (XXX-XXX-XXXX)
Upon receiving this complaint, we have resent the VIP cards to the same address that D*** had givenWe feel that we have resolved this complaint at this time, but ask that D*** give us another address if he still has not seen the VIP cards
If you have any questions please call me at XXX-XXX-XXXX ext ***
Sincerely,
*** *** Director of Guest Services
Initial Consumer Rebuttal /* (2000, 7, 2016/09/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 7, 2017/05/12) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@jiflube.com
May 12,
Revdex.com of Northern Indiana
Ms*** ***
Parnell Avenue
Fort Wayne, IN XXXXX
RE: Case ***
*** ***
To Ms***
Thank you for allowing us to address the concern brought to you by Mr***After reviewing the claim, we would be more than happy to provide Mr*** a new bolt, or reimburse him for the bolt, if he has already purchased a replacementHe is more than welcome to reach out to me to set up an appointment to have this replaced or to send in any receipts or invoices for reimbursement
Since the time of the complaint, we have a new manager and crew at this location, and are more that certain that we can improve from his last visitWe would also be happy to include a complimentary oil change for him along with the reimbursement or replacement, as we would love the chance to earn his business back
If you have any questions please call me at XXX-XXX-XXXX ext ***
Sincerely,
*** ***
Director of Guest Services

Initial Business Response /* (1000, 8, 2017/10/19) */
October 11,
Revdex.com of Northern Indiana
MsKayonda King
Parnell Avenue
Fort Wayne, IN XXXXX
RE: Case *** *** ***
To Ms***
Thank you for allowing us to address the concern brought to you by Mr***
Upon receiving this complaint, we immediately investigated at the service center and attempted to reach Mr*** by phone and email, to see if we are able to look at the vehicle and determine and confirm the damage to the vehicleAt this time, we have had no response from Mr***
Until the vehicle has been inspected by a Jiffy Lube certified technician, or another ASE certified technician from a third party, we don't have a way to confirm the issue or move forward with another resolution
If you have any questions please call me at XXX-XXX-XXXX ext
Sincerely,
*** ***
Director of Guest Services

Initial Business Response /* (1000, 10, 2016/03/31) */
*** West *** Blvd, Suite ***
Fort Wayne, IN XXXXX
Phone: XXX-XXX-XXXX
Fax: XXX-XXX-XXXX
March 31,
Revdex.com of Northern Indiana
Ms*** ***
Parnell
Avenue
Fort Wayne, IN XXXXX
RE: Case *** *** ***
To Ms***
Thank you for the opportunity to respond to Ms***'s claimWe had worked with Ms*** at the time of incidentWe were under the mis information that the dealership she had the repair performed had billed us for the dipstick
After reviewing the complaint with the dealership, we found this was not the caseWe then processed a check for *** the cost of the dipstick, and sent it to Ms*** on March 11,
If you have any questions please call me at XXX-XXX-XXXX ext ***
Sincerely,
*** ***
*** *** Director of Guest Services

January 12,
?
Thank you for allowing us to address the concern brought to you by Ms*** We were notified of her concern by online comment card on the same date that this case was openedOur district manager immediately responded to Ms*** with the email address listed on the
comment card
He apologized for the poor service and told her he would be investigating her concern immediatelyHe asked her if she had the documentation from the dealership and about the issues her vehicle was currently experiencing
After reviewing the documentation and discussing the concern by email, our district manager asked me to process this case through our insurance carrier, Hanover InsuranceAt this time, the investigation is ongoing
We are taking Ms***'s concern very seriously and are taking all steps available to investigate the problem, and through our insurance, be able to come to a resolution once the investigation is complete
If you have any questions please call me at 800-543-ext
Sincerely, Madeline *** Director of Guest Services