WHKP Radio

On Friday October 16th,
I responded to the customer’s complaint concerning his service problemI
talked to the customer and apologized about not being able to perform the
services he was looking forI told the customer that the tech did not see that
bolts missing or bolts snapped off
from the transmissionThe reason is
there was leaking oil in the area where the bolts were goneI told the
customer I would follow up with the store manager to make sure that we continue
our in store trainingThe customer was satisfied with response
On Tuesday October 20th,
I talked to the customer again about his transmission problem asking to
inspect the vehicleThe customer stated that would be okayI got the info
from the customer immediately calling and talking to the shop owner to get
details on customer’s vehicleI then set a time to go and look at the vehicle
with the shop owner for explanation on what happen the customer’s vehicle
On Friday October 23rd,
I went to the shop and met with the shop owner to inspect the customer’s
vehicle for findingsThe first thing the shop owner said to me was your
company is not responsible for what happenedThe shop owner stated that the
transmission bolts have a tendency of come loose causing problems to the
transmissionThe shop owner also said if you google this year, make, and model
the vehicle has a lot of problems with the transmission failingThe shop owner
said that the customer brought in his own used transmission for him to replace
I looked at the vehicle and unless you are looking for the bolts missing you
would not see the problem
On Saturday October 24th,
I called the customer and explained the findings to himThe customer
explained to me that when he was having the service done at our shop he knew he
had exiting transmission problems and that is why he wanted the transmission
servicedI promised the customer we will continue to have ongoing training
always in our storeI offered the customer his money back for not being happy
with the initial service and he accepted considers the complaint satisfiedI
then called the store to refund the customer’s money

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that not taking any responsibility is not would not resolve my complaint. For your reference, details of the below
At no time did anyone at the company give me any explanation as to what the slight noise that was coming from my car was or could be. I only saw that they put the comment on the work order that they heard the noise. I will take further action
Regards,
*** ***-***

This customer had every right to be unhappy. We made a mistake, we acknowledged the mistake and agreed to take care of the problem.However the paperwork at our office was misplaced and there it seemed to have stopped, with every one saying they had taken care of this customer.As it turned out
after she complained to the Revdex.com we looked deeper and found her paperwork and the check she was promised and was to have been mailed weeks ago.I called the customer and personally delivered her check on 12/23/and apologized for our miss handling of her complaint.Sincerely,*** ***VP of Operations*** Lube

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

? To whom it may concern,This vehicle was brought to our store for a brake inspection.? Upon reviewing the vehicle we noticed that the front driver coil spring had snapped and spun on itself to the point the broken part of the spring cut the brake line.? We also noticed that the strut
had collapsed due spring being broken.? I informed the customer of the price and that the parts were only available to be purchased through the Mercedes dealership which would take a few days to get them (parts) into the store.? Once the original parts were ordered and our store received the parts we noticed that the coil spring was not the correct one for our application.? I called and left a message with the customer informing that the parts would have to be re-ordered which would take another few days.? after the parts were received by us and installed on the vehicle we took said vehicle for a test run to ensure that the work we did was operating correctly.? We contacted the customer via voicemail to inform them that the car was finished and I told him that I was discounting the bill a large amount for the wait time, which was out of our hands, was so long.? The customer came and picked up the vehicle and paid the invoice.? The customer returned stating that he was hearing a clunking sound in the rear of the vehicle and that the windows were not operational.? Both of these issues were not affiliated with the work we originally discussed.? the customer left the vehicle with our store to check the issues they discussed.? We left a message with customer stating what the other issues were and what costs would be affiliated with the work.? The customer showed up to the business the next day very upset because the car wasn't done and asked for his keys to get something out of the vehicle.? The customer then drove off the lot and that's the end of our conversation.? To be noted was that the customer was using vulgar and obscene language with my assistant manager over the phone before showing up to retrieve the vehicle.Respectfully, ?

I have reviewed the response 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
Regards,
[redacted]
I received a oil change on November and jiffy lube just stated that they filled the the front differential up witch they didn’t and I have the paperwork to prove it if I can put it up here I will show u but if they filled it up on the 21st of November how was it empty or very low on the 30th of November and there wasn’t any leaks and on the first comment that jiffy responded back to they said that their mechanic at [redacted] said that it was it had fluid in the front differential it was just low and that I had problems with my front differential before I came to jiffy lube I talked to their mechanic and I recorded the conversation and he clearly said that he did not tell jiffy lube that and that he didn’t even pull my truck in the shop and check it so he wouldn’t have told jiffy that because all he did was drive it and from the sound he heard he knew it was the front differential now they saying they did fill my front differential up and they have no paperwork stating that what I don’t understand is why they don’t own up to their mistake and stop coming with different lies and it is jiffy policy to inform the customer that they should get their car or truck service after a certain amount of mile but of course they going to lie and say that they did inform that I needed to get my differential service but my question to you is can I use these comments they post in court so the courts can see how they changed their story and lied on the mechanic?

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.I'm good with their response and
willingness to replace my oil pan, but they have not reached out toeither my son or myself and we have left several messages to tell us this.Thank you[redacted]?

This customer had every right to be unhappy.? We made a mistake, we acknowledged the mistake and agreed to take care of the problem.However the paperwork at our office was misplaced and there it seemed to have stopped, with every one saying they had taken care of this customer.As it turned out
after she complained to the Revdex.com we looked deeper and found her paperwork and the check she was promised and was to have been mailed weeks ago.I called the customer and personally delivered her check on 12/23/and apologized for our miss handling of her complaint.Sincerely,*** ***VP of Operations*** Lube? ?

I have reviewed the response made by the business in reference to complaint ID [redacted], and although I do not agree with particular statements and so called discoveries found by the individual (business) named in this complsint, I will wait for the business to perform its action (agreed settlement) ? and, if it does, will consider this complaint resolved
Regards,
[redacted]

The customer is stating that we did not fill the differential fluid which we did after customer was driving around in between oil changes and not using our free refill programThe damage was already done because of customers lack of maintenance to his vehicleI have offered the customer to let court system decide whether our company is responsible for damagesThe customer is clearly not taking responsibility for lack of maintenance for the damage to his differential

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.? Several of the return comments offered by the business are simply untrue.? ?
Regards,
[redacted]

The customer is stating that we did not fill the differential fluid which we did after customer was driving around in between oil changes and not using our free refill program. The damage was already done because of customers lack of maintenance to his vehicle. I have offered the customer to let court system decide whether our company is responsible for damages. The customer is clearly not taking responsibility for lack of maintenance for the damage to his differential.

I have reviewed the response 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.
Regards,
[redacted]
I received a oil change on November 21 2017 and jiffy lube just stated that they filled the the front differential up witch they didn’t and I have the paperwork to prove it if I can put it up here I will show u but if they filled it up on the 21st of November how was it empty or very low on the 30th of November and there wasn’t any leaks and on the first comment that jiffy responded back to they said that their mechanic at [redacted] said that it was it had fluid in the front differential it was just low and that I had problems with my front differential before I came to jiffy lube I talked to their mechanic and I recorded the conversation and he clearly said that he did not tell jiffy lube that and that he didn’t even pull my truck in the shop and check it so he wouldn’t have told jiffy that because all he did was drive it and from the sound he heard he knew it was the front differential now they saying they did fill my front differential up and they have no paperwork stating that what I don’t understand is why they don’t own up to their mistake and stop coming with different lies and it is jiffy policy to inform the customer that they should get their car or truck service after a certain amount of mile but of course they going to lie and say that they did inform that I needed to get my differential service but my question to you is can I use these comments they post in court so the courts can see how they changed their story and lied on the mechanic?

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 repairedWe 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 problemsWe also? agreed? to the refund of the oil change of $she had requested in her complaint.?

I have reviewed the response made by the business in reference to complaint ID [redacted], and although I do not agree with particular statements and so called discoveries found by the individual (business) named in this complsint, I will wait for the business to perform its action (agreed settlement)  and, if it does, will consider this complaint resolved.
Regards,
[redacted]

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.

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]

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.

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  Several of the return comments offered by the business are simply untrue.  
Regards,
[redacted]

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.I'm good with their response and...

willingness to replace my oil pan, but they have not reached out toeither my son or myself and we have left several messages to tell us this.Thank you[redacted]