ZZ Lube Inc

From: Mark B*** Date: Wed, Jan 28, at 9:AMSubject: Re: Joel Grover Complaint (***)To: *** *** Cc: "Mark.jr B***" Dear Mr ***, Please accept the
following in response to the above referenced complaintI have personally researched and investigated this complaint in detail. The customer's facts on the Jiffy Lube service date and services received are trueOn the Jiffy Lube invoice it does show that Jiffy Lube performed the Signature Service Oil Change and that additionally two tag lights were replaced along with the air filter. It is also true that on that invoice there is a note that the customer's *** had existing oil leaks prior to the Jiffy Lube serviceThese leaks were from the oil pan gasket. When the customer noticed the problem and returned to Maryland from his trip, instead of coming back to Jiffy Lube to inspect and correct any deficiency he went to the *** dealershipThe dealership then performed services that Jiffy Lube had already done and that was why the Jiffy Lube store manager contacted the dealershipThe dealership manager was very aggressive in defending their redoing the Jiffy Lube serviceWhen the prior oil leaks were brought up, that topic was ignoredIn fact, the *** service manager hung up the phone when asked questions he could not answer accuratelySuch as, was there a short in the electrical system that was causing both tag lights to burn out at the same time. Unfortunately, since Jiffy Lube was not afforded the opportunity to inspect the vehicle first, which a reasonable person would expectJiffy Lube is relying on the dealership for answers to reasonable questionsAnswers they will not or can not give. Jiffy Lube is in a "no win" situation on this matter since they did not have the legal right of inspection prior to additional work being doneJiffy Lube is being asked to refund money for work that they performed based only on comments from another service company. At this time, Jiffy Lube will refund the customer the amount of the Jiffy Lube bill as a matter of good faithWe do this with the understanding that Jiffy Lube knows it did perform their work correctly and does not accept responsibility for any of the dealership work

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: On December 11, 2014, I brought my 2003 [redacted] to the Jiffy Lube at [redacted]e in Kensington, MD (#[redacted]) for an oil change. In addition to the oil change I was told that I needed tag lights and that my air filter was dirty. I had them replace the tag lights and the air filter. The total cost including tax was $77.97.

After the oil change I drove to Durham, NC to visit my son and daughter – in- law. At their house we noticed that we were leaking oil. When I came home I went to [redacted] at [redacted], Kensington, MD on December 26, 2014, to have them look for the reason for the oil leak. They said that I needed an oil change and that the tag lights and air filter should be replaced. Since it was only two weeks after we had been to Jiffy Lube it was inconceivable that the lights that they installed could have been good or that the air filter was replaced.

After I left the [redacted] dealer on December 26, 2014, I went to the Jiffy Lube and asked for a refund. I was told that I needed to speak to Mark B[redacted], the store manager who would not in and would be at the store the next day at 11:00 am. On December 27, 2014, I returned to the store and met with Mark. I gave him a copy of the [redacted] bill and told him that my car was losing oil since I left his shop and that the tag lights and oil filter had to be replaced by [redacted] and asked for my money back. He called the Service manager from [redacted] and had me speak to his manager. He blamed the [redacted] dealership for doing an unnecessary oil change and was unwilling to give me a refund. I told him that I was going to contact my credit card company and the Revdex.com.

When I came home my wife told me that Larry R[redacted], the [redacted] Service Manager had called. He told her that he received a unprofessional call from Mark B[redacted] and that he had been rude and insulting. Larry said that he would get back to me on Monday, December 29 after he spoke to the service person that had worked on my vehicle.

Larry called me back on December 29, and indicated that mechanic indicated that the oil was leaking because Jiffy Lube did not put a gasket between the drain plug and the oil pan as required for the [redacted]. In addition, they said that the tag lights were out and the air filter was dirty.

Therefore I believe that the service performed by Jiffy Lube was inept and potentially fraudulent and would like a refund of $77.97 that I was charged on December 11.Desired Settlement: I would like a credit on my credit card for $77.97

Business

Response:

From: Mark B[redacted] <markb[redacted]>Date: Wed, Jan 28, 2015 at 9:46 AMSubject: Re: Joel Grover Complaint ([redacted])To: [redacted] <[redacted]>Cc: "Mark.jr B[redacted]" <[redacted]>Dear Mr [redacted], Please accept the following in response to the above referenced complaint. I have personally researched and investigated this complaint in detail. The customer's facts on the Jiffy Lube service date and services received are true. On the Jiffy Lube invoice it does show that Jiffy Lube performed the Signature Service Oil Change and that additionally two tag lights were replaced along with the air filter. It is also true that on that invoice there is a note that the customer's [redacted] had existing oil leaks prior to the Jiffy Lube service. These leaks were from the oil pan gasket. When the customer noticed the problem and returned to Maryland from his trip, instead of coming back to Jiffy Lube to inspect and correct any deficiency he went to the [redacted] dealership. The dealership then performed services that Jiffy Lube had already done and that was why the Jiffy Lube store manager contacted the dealership. The dealership manager was very aggressive in defending their redoing the Jiffy Lube service. When the prior oil leaks were brought up, that topic was ignored. In fact, the [redacted] service manager hung up the phone when asked questions he could not answer accurately. Such as, was there a short in the electrical system that was causing both tag lights to burn out at the same time. Unfortunately, since Jiffy Lube was not afforded the opportunity to inspect the vehicle first, which a reasonable person would expect. Jiffy Lube is relying on the dealership for answers to reasonable questions. Answers they will not or can not give. Jiffy Lube is in a "no win" situation on this matter since they did not have the legal right of inspection prior to additional work being done. Jiffy Lube is being asked to refund money for work that they performed based only on comments from another service company. At this time, Jiffy Lube will refund the customer the amount of the Jiffy Lube bill as a matter of good faith. We do this with the understanding that Jiffy Lube knows it did perform their work correctly and does not accept responsibility for any of the dealership work.

Review: On the 19th of December I took my care to #[redacted] Jiffy Lube in [redacted], MD. My service representative reported that I need a tire rotation. During the "attempted" tire rotation he reported that a wheel stud had become stripped and he put the tire back on. While communicating with the Assistant Manager who was so completely unprofessional and rude that I actually got frightened he said they are not responsible for damages as well any part that broke off is my tire was my problem. I have never been frightened at a service department but this man got so close to me with such a loud voice that I thought I was going to have call the police. I was told my car was safe to drive and to pay my bill and get out.

I drove to the closest [redacted] Tire Center directly following Jiffy Lube and had my car evaluation. They told me the care was Not safe to drive as the previous [redacted] had stripped not 1 but 3 wheel studs and that should I have blown a tire or something of that nature I could have been in a situation where the tire couldn't be removed and replaced or worse the tire could have fallen off.

A customer should never be spoken to this way nor be frightened but even more importantly the tire person should have stopped after 1 striped stud not made to 3 before putting my vehicle at risk.Desired Settlement: I am requesting the fee for the tire service to include 3 lug nuts ($23.97), 3 wheel studs ($17.97) and one hour of labor ($110.00) plus tax ($3.43) and shop fees ($152.0) totaling $170.57 we refunded to me. I will clearly never return to this Jiffy Lube.

Business

Response:

From: [redacted]

Date: Tue, Jan 28, 2014 at 1:34 AM

Subject: Case # [redacted]

To: "[redacted]" <[redacted]>

[redacted],

In regard to the above case, please accept this as our response.

The facts of this case are in question to the extent that there was a lot of emotion expressed by [redacted] when our technician explained to her the situation with the studs on the wheel. So much so that the technician had to get the Asst

Manager to talk to [redacted]. The emotion of the customer continued and unfortunately the Asst Mgr also got emotional and lost his cool. That is unforgivable and unfortunate.

On the technical details of this case, I want to review the invoice of [redacted] Tire and speak to the people there to understand what Jiffy Lube did wrong to create this problem. It appears that we were trying to help the customer by pointing out the issue with the stripped lugs. The lugs had to be replaced by someone and I want to understand how Jiffy Lube could have done better in servicing the vehicle. Jiffy Lube, of course, would not intentionally allow any customer to drive any unsafe vehicle from our center.

In order to expedite the investigation of this case, I called [redacted]'s phone and left a message asking to discuss the matter. I called Monday evening, 1/27, at about 7:50 PM. I hope to hear from [redacted] soon.

I will let you know of any conclusion as I pursue an investigation of understanding what happened in this case. Thank you.

Sent from my iPhone

Consumer

Response:

[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]

Review: [redacted]

I am rejecting this response because:

1. With regards to the attendant he was professional and I was a little (deserving) upset.

2. I requested a manager, the attendant did Not suggest it.

3. In no way was the assistant manager polite nor professional not when he approached me, not when he threatened me and not when he told me "to pay for my car and get out". There is no excuse for making a human being feel the need to call the police in a Libby Lube (based on fear). This portion of the complaint is Jiffy Lube's problem to fix as a temper like that will likely present it self in the future so this is for their situational awareness only.

4. I have received no call from anyone at Jiffy Lube. I would be glad to share the receipts from [redacted] but would prefer doing that through a third party as again I honestly felt scared and will Never return to this business.

5. The general manager (so the attendant said) was on location during this incident and aware of it.

My bottom line is this is a fair claim and I want to be reimbursed for the damage that Jiffy Lube caused in fact I probably should also have asked for a refund of the "services" I did receive based merely on the Assistant Manager's behavior. I am handling this the fair way (the opposite of how I was treated).

Regards,

Business

Response:

March 19, 2014

Re: Review: [redacted]

Dear **. [redacted]:

Regarding the above complaint, please accept this as a response to **. [redacted]'s most recent correspondence. I will be repeating myself perhaps, but I do this for the purpose of greater clarity and understanding by all.

1. There is no question that our assistant manager acted unprofessional in reacting to an upset customer. No matter how upset a customer is our staff should always remain professional. The assistant manager, a 46 year old experienced and mature man, should have handled this situation differently. There has been counseling and disciplinary action invoked, but per company policy I can not share the specifics.

2. In my investigation, we informed the customer of a pre-existing condition on her vehicle that would prevent us from performing a service. [redacted] had left the vehicle and upon her returning we informed **. [redacted] of the problem. She became very upset. Jiffy Lube did not create the problem. We were the "bearer of bad news" that would have upset anyone.

3. [redacted]'s Jeep came in with the wheel studs stripped, we did not strip them, as the customer claims. We would have been happy to perform the tire rotation service, but could not even do so. As an automotive business owner for many years there is always the "last person that touches it is guilty" syndrome. In fact, we were trying to point out a problem with the stripped studs and the fact is we didn't get too far.

4. We will be happy to refund [redacted] the invoice total spent at Jiffy Lube that day, as she suggested, because of the poor behavior of our assistant manager. We can not pay the [redacted] Tire bill, however, since that was for correction of a pre-existing vehicle condition.

I am truly sorry that this relationship has become strained. We value our customers and our customer service is most important to us. That is why we are constantly training and working hard with our employees to always do better.

Finally, I apologize for the behavior of our Jiffy Lube staff for the unpleasant experience that [redacted] had that day.

Sincerely, [redacted], Franchisee