Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I appreciate MrWagnar's response after several attemps. But, what he says below isnt true
Not one time was I irrational, rude or profane, I can't believe he is trying to defame a customers character. This is the 1st time I am even hearing from the parent company, I filed with the Revdex.com a few months ago and you even sent me a note that no response from company. I did speak with Mr ***, after calling several times, when we spoke, he informed me of the refund and I explained to him that my car immediatley started blowing cold air when I left. I did drive it a week or so, never in a million years thinking Jiffy Lube did anything wrong, as I've done business with them in the past, hence the reason I wasnt running to place blame. So, when it first happened, because I had nothing to hide, I did Mr *** the telephone number to my mechanic, I was not on the phone with them and my mechanic sent Mr *** a photo, not one time did he deny it. And because he didnt deny it, I didnt complain. My mechanic (NAME NOT ***) told me that Jiffy Lube installed a defective oil filter, the filter crushed. The mechanic informed me that Jiffy Lube should pay (very different than statement below, that I should be happy) and that there were particles from the filter floating in my oil. Mr *** didnt deny the filter being defective, he asked me to bring it in to him and I still have it in my car, he even explained that your company has no control over defective filters. No one time did we agree on the $319, $was mentioned, I thanked Mr *** for a good day, told him I didnt want to go back and forth over what may have happened after I just left your company who replaced my oil and filter, I even stated this to your customer service department in writing that we talked but couldnt agree. (See Page 6) In addition to requsting the filer, Mr *** also asked that I have my car checked by your mechanic. I declined as I was afraid to have anything else done on your end. Why do that if there is no blame?
Its an insult for them to say I expect them to pay for all of my repairs due to my car being old. Regardless of mileage/age/MODEL of my car, I get and came to get maintenance done on my car, that was the main reason I went to Jiffy Lube and the reason I have a mechanic and I payed for my repairs prior to even contacting your company or coming to blame you when my car started acting up. No one is standing there watching your mechanics shoulder, so if something is wrong, the customer doesnt know until they leave and drive for a few. In my mind, I came to prevent a problem with my oil and A/C and I still ended up with the issues, after I came to a company who handles these things. And when I left and my heat didnt work, that had to do with the antifreeze, something else I came to Jiffy Lube for. I needed my car SERVICED following the winter. And regardless of "mystery shoppers" I pulled several horror story's offline about this Jiffy Lube and others. Trust and believe, with this sarcastic and late response, Jiffy Lube has lost a customer for life. Its sad that isnt being handled professionally(being blamed on the customer), I didnt curse or disrespect one person and I am very offended about that, I am in business and would never do such a thing, especially to someone who has no control , it just benefited his company and not me. I thanked him and hung up, asked if I could speak with anyone else, he said NO, I was told by Jiffy Lube Customer Service that Savion would reach out to me, silence. I have an email stating that you denied my claim. I reached out to you as a business owner, the Revdex.com has records of my calls and conversations. Silence and the run around was all you gave me. I didnt ask for the entire $1700, I was asking for $
ThisRegards,
*** ***
Ms. [redacted] visited our location on North Ave. on 1/24/14 for
a routine oil change. On 2/14/14, almost
3 weeks later, Mr. [redacted] (store manager) received a phone call from Ms.
[redacted] stating that the car was in the repair shop and the she has incurred a $1730.00
bill as...
a result of our service.
As a matter of procedure Mr. [redacted] immediately contacted
the repair shop and spoke to the mechanic who was working on Ms. [redacted]’s
vehicle. [redacted] diagnosed two separate
problems with the vehicle. The first
problem was bad oil pressure sending unit, and the second, a bad heater core
and several other cooling system components. In his discussions with Ms. [redacted]’s mechanic,
Mr. [redacted] made the determination that none of these problems were a result
of our service or anything that we did incorrectly. However, Mr. [redacted] spoke to Ms. [redacted] and
they both came to an agreement that despite the fact that Ms. [redacted]’s faulty
oil pressure sending unit was not a direct result of our service we would be
responsible for covering that repair which totaled $319.00 and included a new
oil change. Ms. [redacted] originally agreed
and we assumed the matter settled.
A few days later Ms. [redacted] contacted Mr. [redacted] again
stating that she felt that we were responsible for the entire repair and that
she was not satisfied that we were only going to pay for the oil pressure
sending unit to be replaced. The other
repairs that were made consisted of the heater core, the thermostat, the
coolant reserve bottle, and the pressurized cap. These are all components of the vehicle’s
cooling system and have, without question, nothing to do with our oil
change. Even Ms. [redacted]’s mechanic agreed
that these repairs are in no way related to anything we did. Ms. [redacted]’s mechanic even stated that we were
going “above and beyond” by offering to replace the oil pressure sending unit
for her.
Several factors come into play in this situation. Ms. [redacted] believes that we should pay for any
and all repairs that her car needs regardless as to whether or not they are a
result of our service. Unfortunately
this is not the case. Ms. [redacted]’s 2008
BMW has over 80,000 miles on it and unfortunately things go wrong with cars. Especially with cooling systems with the
winter we have just incurred. When we
tried to explain this to Ms. [redacted] she became belligerent and rude with Mr.
[redacted].
Ms. [redacted] has spoken to everyone she can regarding this
matter and is continuously irrational, rude, and profane. Despite Ms. [redacted]’s
behavior, we are still willing to reimburse Ms. [redacted] for the oil pressure
sending unit, but we will not concede and reimburse customers for repairs on
their vehicles that have ABSOLUTLY NOTHING TO DO WITH OUR SEVICE.
Also, I would like to make Ms. [redacted] aware that we are
continuously monitoring our service centers on a daily basis. All of our
locations are “mystery shopped” several times monthly. It is unfortunate that
this situation could not be resolved quickly, but we cannot agree to pay for
repairs unless they are a result of our service or negligence on our part.
Regards,
[redacted]
President
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I appreciate MrWagnar's response after several attemps. But, what he says below isnt true
Not one time was I irrational, rude or profane, I can't believe he is trying to defame a customers character. This is the 1st time I am even hearing from the parent company, I filed with the Revdex.com a few months ago and you even sent me a note that no response from company. I did speak with Mr ***, after calling several times, when we spoke, he informed me of the refund and I explained to him that my car immediatley started blowing cold air when I left. I did drive it a week or so, never in a million years thinking Jiffy Lube did anything wrong, as I've done business with them in the past, hence the reason I wasnt running to place blame. So, when it first happened, because I had nothing to hide, I did Mr *** the telephone number to my mechanic, I was not on the phone with them and my mechanic sent Mr *** a photo, not one time did he deny it. And because he didnt deny it, I didnt complain. My mechanic (NAME NOT ***) told me that Jiffy Lube installed a defective oil filter, the filter crushed. The mechanic informed me that Jiffy Lube should pay (very different than statement below, that I should be happy) and that there were particles from the filter floating in my oil. Mr *** didnt deny the filter being defective, he asked me to bring it in to him and I still have it in my car, he even explained that your company has no control over defective filters. No one time did we agree on the $319, $was mentioned, I thanked Mr *** for a good day, told him I didnt want to go back and forth over what may have happened after I just left your company who replaced my oil and filter, I even stated this to your customer service department in writing that we talked but couldnt agree. (See Page 6) In addition to requsting the filer, Mr *** also asked that I have my car checked by your mechanic. I declined as I was afraid to have anything else done on your end. Why do that if there is no blame?
Its an insult for them to say I expect them to pay for all of my repairs due to my car being old. Regardless of mileage/age/MODEL of my car, I get and came to get maintenance done on my car, that was the main reason I went to Jiffy Lube and the reason I have a mechanic and I payed for my repairs prior to even contacting your company or coming to blame you when my car started acting up. No one is standing there watching your mechanics shoulder, so if something is wrong, the customer doesnt know until they leave and drive for a few. In my mind, I came to prevent a problem with my oil and A/C and I still ended up with the issues, after I came to a company who handles these things. And when I left and my heat didnt work, that had to do with the antifreeze, something else I came to Jiffy Lube for. I needed my car SERVICED following the winter. And regardless of "mystery shoppers" I pulled several horror story's offline about this Jiffy Lube and others. Trust and believe, with this sarcastic and late response, Jiffy Lube has lost a customer for life. Its sad that isnt being handled professionally(being blamed on the customer), I didnt curse or disrespect one person and I am very offended about that, I am in business and would never do such a thing, especially to someone who has no control , it just benefited his company and not me. I thanked him and hung up, asked if I could speak with anyone else, he said NO, I was told by Jiffy Lube Customer Service that Savion would reach out to me, silence. I have an email stating that you denied my claim. I reached out to you as a business owner, the Revdex.com has records of my calls and conversations. Silence and the run around was all you gave me. I didnt ask for the entire $1700, I was asking for $
ThisRegards,
*** ***
Ms. [redacted] visited our location on North Ave. on 1/24/14 for
a routine oil change. On 2/14/14, almost
3 weeks later, Mr. [redacted] (store manager) received a phone call from Ms.
[redacted] stating that the car was in the repair shop and the she has incurred a $1730.00
bill as...
a result of our service.
As a matter of procedure Mr. [redacted] immediately contacted
the repair shop and spoke to the mechanic who was working on Ms. [redacted]’s
vehicle. [redacted] diagnosed two separate
problems with the vehicle. The first
problem was bad oil pressure sending unit, and the second, a bad heater core
and several other cooling system components. In his discussions with Ms. [redacted]’s mechanic,
Mr. [redacted] made the determination that none of these problems were a result
of our service or anything that we did incorrectly. However, Mr. [redacted] spoke to Ms. [redacted] and
they both came to an agreement that despite the fact that Ms. [redacted]’s faulty
oil pressure sending unit was not a direct result of our service we would be
responsible for covering that repair which totaled $319.00 and included a new
oil change. Ms. [redacted] originally agreed
and we assumed the matter settled.
A few days later Ms. [redacted] contacted Mr. [redacted] again
stating that she felt that we were responsible for the entire repair and that
she was not satisfied that we were only going to pay for the oil pressure
sending unit to be replaced. The other
repairs that were made consisted of the heater core, the thermostat, the
coolant reserve bottle, and the pressurized cap. These are all components of the vehicle’s
cooling system and have, without question, nothing to do with our oil
change. Even Ms. [redacted]’s mechanic agreed
that these repairs are in no way related to anything we did. Ms. [redacted]’s mechanic even stated that we were
going “above and beyond” by offering to replace the oil pressure sending unit
for her.
Several factors come into play in this situation. Ms. [redacted] believes that we should pay for any
and all repairs that her car needs regardless as to whether or not they are a
result of our service. Unfortunately
this is not the case. Ms. [redacted]’s 2008
BMW has over 80,000 miles on it and unfortunately things go wrong with cars. Especially with cooling systems with the
winter we have just incurred. When we
tried to explain this to Ms. [redacted] she became belligerent and rude with Mr.
[redacted].
Ms. [redacted] has spoken to everyone she can regarding this
matter and is continuously irrational, rude, and profane. Despite Ms. [redacted]’s
behavior, we are still willing to reimburse Ms. [redacted] for the oil pressure
sending unit, but we will not concede and reimburse customers for repairs on
their vehicles that have ABSOLUTLY NOTHING TO DO WITH OUR SEVICE.
Also, I would like to make Ms. [redacted] aware that we are
continuously monitoring our service centers on a daily basis. All of our
locations are “mystery shopped” several times monthly. It is unfortunate that
this situation could not be resolved quickly, but we cannot agree to pay for
repairs unless they are a result of our service or negligence on our part.
Regards,
[redacted]
President