ComplaintsforJiffy Lube

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my 2019 ****** Pathfinder to Jiffy Lube for an oil change in March. Within, a week or so I started seeing white clouds of smoke from my exhaust when I start the car (no matter the time of day). I called the business and I was told that it's normal. I didn't think much about until my engine light came on in April and my engine started making a sputtering noise. I took it back to Jiffy Lube and they told me my oil was fine, but it was black when i saw it on the stick. I took it to another shop to diagnose since they technicians at Jiffy Lube cannot and I was told that my engine oil wasI over filled, black, and had metal in it. The shop refuse to go any further due to liability. I went back to Jiffy lube and told them and showed them the invoice. They changed my oil that day and told me the noise stop. I decided to go to the ****** Dealership in town and have them look at just incase it was over filled again and it was. I spoke to Jiffy Lube and now my car is at ****** with a blown engine. I don't have the money for a new car.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Jiffy Lube to have my headlight replaced on my 2018 dodge challenger. They put the wrong color light in it, up charged on the part (a pair at autozone cost ******) the light is not aligned properly to match the drivers side. I waited 3 hours for a part to come in that should have only taken 10 minutes. They started my coolant was low (I noticed they state that to every customer that comes in) store #**** is where this occurred. I'm demanding a full refund. I could have purchased a SET of the correct bulbs on Amazon for $35.00, this is unacceptable.

  Business response

  06/17/2024

  
  June 17, 2024
  
  
  Via Internet
  
  Better Business Bureau
  Attn: ***********************
  
  Re: ***************************** - #********
  
  
  Dear **************:
  
  Thank you for contacting us regarding ************** complaint.
  
  I would like to take this time to thank ************** for being a valued Jiffy Lube customer and for making us aware of the service issues concerning her recent May 28th visit to our store on ***************** in ***********, ***
  
  On behalf of everyone at Jiffy Lube, I apologize that she was not completely satisfied with the service on her 2018 Dodge Challenger. We strive to give every customer the quality service they expect and deserve.  We regret that ************** service experience did not meet this standard. I personally spoke with our district manager who investigated ************** issues. According to the investigation, ************** agreed to the price of the headlight bulb during the May 28th Jiffy Lube visit. A week after the service she complained about the price after finding a cheaper price at another retailer. The headlight bulb installed in her Dodge Challenger is a HID bulb, not an incandescent and since it was in her vehicle for a week the part could not be returned. Unfortunately, based on these facts our company cannot issue a full refund as she requested.
  
  Thank you again for contacting us and if you have any questions, please feel free to contact me at ************.
  
  
                             Sincerely,
  
  
  
                             ************
                             Customer Claims Manager

  Customer response

  06/17/2024

   
  Complaint: 21806337
  
  I am rejecting this response because: of they were competent
  They would have installed the correct bulb in the first place. I did not realize the color of the bulb until I drove my vehicle at night. The manager (******) doesn't know his job, after telling him the bulbs do not match nor were they aligned correctly (he stayed they don't get aligned) I don't work on the automotive industry and I found how to align them.  You are stating the price and not the actual problem of the staff not being trained correctly. If the lights matched I wouldn't have even called autozone to get a price (Autozone is where they get their parts). I also waited 3 hours for the light to be delivered. My hourly charge is $50.00, if I was to run my company the way they do I would be out of business. ****** refused to change the light that he ordered the wrong one. I honestly don't care that a week passed by. I have other vehicles I drive (two company trucks). Valued customer? I will never visit another ********************** and neither will my entire family, chi workers friends etc here in ***** nor any other state. Would you treat your family like this? This company is horrible! My time is valuable and they wasted my entire day where I was unable to service my customers for my business. Would they like to reimburse me for my time of ****** for the day. They see a woman and take advantage. 
  Sincerely,
  
  *****************************

  Business response

  06/18/2024

  June 18, 2024
  
  
  Via Internet
  
  Better Business Bureau
  Attn: ***********************
  
  Re: ***************************** - #********
  
  
  Dear **************:
  
  Thank you for contacting us regarding ************** complaint. We have received her rebuttal comments from today.
  
  I am unclear how to respond to most of ************** comments. To process her refund, our company needs verification the incorrect bulb is installed in her Dodge Challenger. If ************** can provide verification the wrong bulb was installed,please have her send it to your office.
  
  Thank you again for contacting us and if you have any questions, please feel free to contact me at ************.
  
  
                             Sincerely,
  
  
  
                             ************
                             Customer Claims Manager

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to Jiffy Lube, May 26,2024 to get an oil change. And as they were doing the oil change. I heard one of the Tech's swearing( F...) and I heard and saw several ( 5 techs) scrabblying around and saying I am not sure how they happened. And they were wiping off underneath my vehicle and I asked one of the guys. And name ******. And he said, that the as he was filling the oil to complete the oil change, they oil Pump wouldn't stop it continued to release oil, under the hood of my vehicle and spilled over under the hood of my vehicle,but that's has never happened before. But they would clean up the oil and make sure the all the oil is cleaned up. And *******, the assist mgr. ****, ***** were sorry about this, it never happened before. But the oil pump malfunctioned. But we will clean it up. And if you have any problems, you can contact us. And after pulled out to leave,I opended the hood of my vehicle and saw that smoke and the smell of burning was coming from under the hood of my vehicle. And I asked *******, the assist mgr. for the district mgr's name. And I left there to wash my vehicle so the oil wouldn't damage the paint of my vehicle. And I contacted ***, the mgr and our call was discontacted. But ***, called back,got my vmail and said I can contact him, by the number he left, but when I called that number I got vmail, and I left a vmail, that I want to get this issue resolved, but he has not returned my phone call. And I want to my vehicle ck'd to be sure make sure nothing is damaged and to get the oil washed, to clean the oil from under the hood of my vehicle. And I contacted the Jiffy Lube corp.office **************, ( that's on website) but the number, rings then gives a busy signal. And to get this issue resolved. But I have not received a call back from the manager. And get this issue resolved asap. Because citzen,consumers was at the mercy, of the law, to hold business's accountable for the serivices they provide to consumers, we entrust the bus.

  Business response

  06/10/2024

  
  
  
  June 10, 2024
  
  Via Internet
  
  
  Better Business Bureau
  Attn: ***********************
  
  Re: *********************** Complaint #********
  
  
  Dear **************:
  
  Thank you for contacting us concerning Ms. ******* complaint. I apologize for the delay in responding to your office.
  
  Our district manager has been communicating with **************** regarding the issue with her 2013 ***** Accord and her May 26th Jiffy Lube service. Our company has accepted liability and will be reimbursing **************** the cost of having the engine detailed.
  
  Thank you for your time and if you have any questions, please feel free to contact me at ************.
  
  
  
                          Best Regards,
  
  
  
                          ************
                          Customer Claims Manager

• Initial Complaint

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 18, 2023, I took the 2017 ******* Elantra in to Jiffy Lube ************* for a tune up according to the receipt they replaced 4 spark plugs and 4 ignition coils, with new ones, 4Bosch iridium spark plugs and 4 ignition coils. The vehicle is currently running poorly, the engine light is displayed constantly and the vehicle is misfiring. I took the vehicle back to Jiffy Lube multicare today 5/28/24. Speaking with the attendant about the issue who later identified himself as *****. The attendant took a picture of the receipt and stated he had to send this to his boss, (******), who was the one who actually performed the work. ***** returned and stated he was told he needed to go out and assess the vehicle at which time he asked for the keys. Another attendant appeared and stated we are gonna pull your car in and look at it. I asked what do you mean look at it, the attendant said nothing. ***** returned and stated he was only doing what is boss (******) told him to do, which was to make sure everything was tight and there was nothing loose. ***** returned after pulling the car out of the bay and said, everything is tight, I don't know what to tell you, that is what I was told to do. I ask ***** shouldn't you be trying to figure out why the car is missing and the engine light is on, replacing the plugs and coils would be the way to start. ***** replied I'm just doing what I was told, I was not here when the car was worked on. I can't do anything else. You will have to talk to ******, I don't know where he is at or what store he is at. He is my boss I'm just doing what I was told to do. In conclusion, I requested a tune up the service was completed at *******, and now the engine light is on, with misfire at *******. It is obvious, the services paid for were not completed. Jiffy Lube Multicare is not willing to rectify a situation, that is easily rectifiable.

  Business response

  06/21/2024

  June 21,2024
  
  Via Internet
  
  Better Business Bureau
  Attn: ***********************
  
  Re: *************************
  
  Dear **************:
  
  Thank you for contacting us regarding ********************* concern.
  
  ************** brought her 2017 ******* Elantra to our Jiffy Lube facility at **************************************************** on December 18, 2023 for a tune-up. At the time of the service, her ******* had ******* miles on it. According to her invoice, the spark plugs and ignition coils were replaced during the service. In her statement to your office, ************** says when she went back to the Jiffy Lube store on May 28th, her ******* had ******* miles on it. The warranty on the services that were provided on Ms. ****** ******* is for 1 year or ****** miles. ************** since ************** drove ****** miles the warranty on her December 18th service expired.
  
  We value Ms. ****** business.Furthermore, we realize that we are human and sometimes make mistakes. However,I hope you realize that we cannot pay for damages we do not believe we caused.If ************** has any other evidence she feels might support her claim, please have her contact our office directly.
  
  Thank you again for contacting us and if you have any questions, please feel free to contact me at ************.
  
                                Best Regards,
  
  
  
  ************
                                Customer Claims Manager

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear ***/*****,I am writing to file a formal complaint against Jiffy Lube regarding an issue resulting from an oil change.On 3/29/22, I visited the Jiffy Lube location in **********, **, for a routine oil change service. Invoice #******. However, shortly after the service, I discovered a leak from the oil drain plug, which was in fact noted on the paperwork I received after the service. Despite the notation, the manager made no attempt to address the issue, instead insisting I purchase an unnecessary coolant flush.Subsequent investigation by a Chevrolet dealer confirmed that the leak was due to a faulty drain plug gasket, which should have been replaced during the oil change, as it standard procedure. After contacting the store I was informed that they in fact should have attempted to replace the gasket during the time of service but didn't because they didn't have any in stock at the time. Despite assurances from Jiffy Lube that they would contact me once they restocked the gaskets and repair the issue, I received no follow-up communication.Recently, I took my vehicle to another shop for an oil change and was reminded of the ongoing leak from the drain plug. This incident highlights Jiffy Lube's failure to properly perform the oil change and resolve the issue, leaving me unable to use my vehicle due to concerns about potential damage.Despite multiple attempts to address this issue with the Jiffy Lube branch in ********** and their customer service department, the matter remains unresolved. More recently, the matter was escalated to the district manager, ***********************, who referred it to the claims department, however I have still not been contacted by anyone to resolve the what should be a relatively easy fix. Further, according to *****, he is unsure of the direct contact information within the claims department due to the company's recent restructuring.I request that Jiffy Lube finally resolves this issue, as it has been ongoing for over two years.

  Business response

  05/08/2024

  
  
  Via Internet
  
  Better Business Bureau
  Attn: ***********************
  
  Re: *************************** - #********
  
  
  Dear **************:
  
  I have received the information pertaining to Ms. **************** on her 2008 Chevrolet Impala. Since her Jiffy Lube service was over 2 years ago, it is very difficult to investigate her claim. Additionally, *****************, the Jiffy Lube franchisee who owned the store location on ************** in **********, is no longer in business. Our franchise, Premium Velocity Auto, did not own the Jiffy Lube store on March 29, 2022. Also, after reviewing the Jiffy Lube invoice from March 29, 2022, service comments notate oil pan wet prior, drain plug wet prior, chassis wet prior. These notes would indicate a prior drain plug issue before the Jiffy Lube visit.
  
  As you know, we are not in the business of alienating customers. However, Im sure you can understand that we cannot take responsibility for claims that we are not able to investigate thoroughly especially when our company is not liable.
  
  Thank you again for contacting us and if you have any questions, please feel free to contact me at ************.
  
  
  
                                Best Regards,
  
  
  
                                ************
                                Customer Claims Manager

  Customer response

  05/09/2024

   
  Complaint: 21683922
  
  I am rejecting this response because:

  Dear ********************,

  Thank you for your prompt response.

  While I understand the challenges of investigating a complaint from over two years ago, I must clarify a few points. Typically, when one company acquires another, it assumes not only the assets but also the liabilities of the acquired company. The Jiffy Lube location on ************ in **********, while not owned by Premium Velocity Auto at the time, was operating under the umbrella of Atlanta Lubes Two, which was later acquired by Premium Velocity. Therefore, the responsibility for addressing past issues should still fall under your purview.

  Regarding the notes on the service invoice indicating a prior drain plug issue, I must stress that the presence of a pre-existing issue does not absolve Jiffy Lube of responsibility for failing to address the problem during the service in question. As a paying customer, I expect that routine maintenance tasks, such as replacing a drain plug gasket (which typically costs around $5), would be performed to prevent further damage and ensure the integrity of my vehicle.

  The fact that the gasket was not replaced due to unavailability in stock is concerning. It is a basic expectation that essential components for routine services are readily available, and the failure to do so reflects poorly on the level of service provided by Jiffy Lube.

  I want to reiterate that this is not about the cost of the repair but rather the principle of fulfilling commitments made to customers. As a loyal customer, I believe it is reasonable to expect Jiffy Lube to uphold its promises and ensure that services are carried out with diligence and professionalism.

  I am more than willing to discuss this matter further and explore options for resolving the issue amicably. Please let me know a convenient time for you to discuss this further.

  
  Again, thank you for your attention to this matter.
  
  
  Sincerely,
  
  *******************************

  Business response

  05/09/2024

  May 9, 2024
  
  Via Internet
  
  Better Business Bureau
  Attn: ***********************
  
  Re: *************************** - #********
  
  
  Dear **************:
  
  We have received ****************** rebuttal comments from May 9th.We are unclear what resolution she is seeking at this point. Without documentation on the mechanical repairs and diagnosis performed on her 2008 Chevrolet Impala after the March 29, 2022 service, our company would not be able to fully investigate her issue. Please have ****************** provide her service records after the Jiffy Lube service in March 2022 specifically the documentation showing the issue with her oil plug. After we receive that documentation, please have ****************** indicate the resolution she is seeking.
  
  As you know, we are not in the business of alienating customers.However, Im sure you can understand that we cannot take responsibility for claims that we are not able to investigate thoroughly especially when our company is not sure if they are liable.
  
  Thank you again for contacting us and if you have any questions,please feel free to contact me at ************.
  
  
  
                                Best Regards,
  
  
  
                                ************
                                Customer Claims Manager

  Customer response

  05/09/2024

   
  Complaint: 21683922
  
  I am rejecting this response because:

  Hi ****,

  Thank you for your response. I tried calling you as suggested, but unfortunately, I was unable to reach you. Regarding the service records you requested, to the best of my recollection, there aren't any available. As far as I am aware, the Jiffy Lube on ************ was the last shop to provide service to my vehicle.

  I did take my vehicle to a shop recently, but upon their observation of the oil leak, I declined service and reached out to your company once again in hopes of finally resolving the issue as we had agreed upon previously. Additionally, I am reluctant to have another repair shop fix problems that should have been remedied by Jiffy Lube.

  As for the resolution I am seeking, it remains consistent: I would like your company to fulfill its commitment and complete the job as we agreed. I believe this is the most fair course of action. Ideally, I would prefer to take it to any Jiffy Lube location, or one within your franchise, to have the gasket installed. I am even willing to purchase the gasket if one is not available. If this is not feasible, a refund or credit on account would be acceptable. Alternatively, if this is too complicated, a coupon for an oil change would suffice I would either pay for the gasket or bring a replacement at the time of service.

  I appreciate your attention to this matter and look forward to hearing from you soon.
  

  Best regards,

  
  *******************************

  p.s. It is pronounced ******************.

  Business response

  05/15/2024

  May 15, 2024
  
  Via Internet
  
  Better Business Bureau
  Attn: ***********************
  
  Re: *************************** - #********
  
  
  Dear **************:
  
  I personally spoke with ****************** on March 10th and we have made arrangements for him to meet our regional manager at a Jiffy Lube store location in **********, ** to have his 2008 Chevrolet Impala serviced.Hopefully this will resolve ****************** oil plug issue on his Impala.
  
  
  Thank you again for contacting us and assisting our company is bringing this issue to a resolution. If you have any questions, please feel free to contact me at ************.
  
  
  
                                Best Regards,
  
  
  
                                ************
                                Customer Claims Manager

• Initial Complaint

  05/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Went to got oil change on 3/5/24 was not told anything was wrong with my car on 3/29/24 all my oil.came out my car was stuck on ************* for 3 hours The ***************** bought 2 quarts of oil to put in my car was still leaking oil was informed by ** that I can drive home I did was around the corner from my house and car shut off my Mechanic MR.Flechtcher.said my engine is locked called Jiffy Lube they send and investigator named A gel to my house he did not **** up my car laid on the ground with his cell phone and looked underneath my car and denied my claim Jiffy Lube has been reaching out to me on ******** messenger saying they were going to help get and estimate of how much it's going to be but has no one called me I have and extended warranty and they will not cover my damage single Mother on disability with a special needs child that has therapy to go to can you help me please Thank-you *************************

  Business response

  05/06/2024

  After investigating the issue and cause of the damage to the vehicle. Oil filter was tight, so was the oil plug. As far as the reason the oil was leaking , it was due to an unrelated cause pertaining to the oil change. With the poor vehicle condition and mileage over 300k we simply cannot take fault to what occurred. The leak was documented on the original invoice.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Service: 4/25/2024 Invoice Number: 6059 Service Location: Jiffy Lube 3980 Premium Velocity Auto LLC Address: ******************************************************************* I visited Jiffy Lube on 4/25/2024 for a routine car service. They assured me that everything was in order after performing a vehicle check. However, a few days later, I began hearing noises from the engine, and the air conditioning started blowing hot air. Upon inspecting under the hood, I discovered oil on the belt and a rag that had been left by Jiffy Lube. I took the car to a dealership where it was confirmed that the noise was due to oil leaking onto the belt. I also sent a picture of the rag left under the hood to the Supervisor, ******. This level of carelessness is unacceptable, and I expect my vehicle to be restored to its condition prior to the service.

  Business response

  05/09/2024

  
  
  May 9, 2024
  
  Via Internet
  
  Better Business Bureau
  Attn: ***********************
  
  Re: ****************** ID #********    
  
  
  Dear **************:
  
  Thank you for contacting us regarding ******* ****** complaint.
  
  Our district manager investigated Ms. ****** situation regarding the issue with her 2018 Audi Q3 after her April 25th Jiffy Lube service. ************** took her Q3 to Audi North in ******* for the diagnosis and repairs. Our district manager was able to go out to the dealership to speak with the mechanic who worked on her Audi. Our district manager was told the air conditioner compressor failed due to a mechanical issue. The mechanic stated the failure was related to normal wear and tear and not caused by the Jiffy Lube service. If ************** has paperwork from the dealership stating the cause of the air conditioning compressor failure is related to the Jiffy Lube service, please have her submit it for review. On a customer relations basis, our district manager offered ************* a refund of the April 25th Jiffy Lube service or a free oil change to use on a future Jiffy Lube visit. ************** declined our district managers offer. If she wishes to accept our companys offer, please have ************* reach out directly to our office or our district manager.
  
  Thank you again for contacting us and if you have any questions, please feel free to contact me at ************.
  
                          Best Regards,
  
  
  ************
                          Customer Claim Manager

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my vehicle in for inspection and oil change. Was told I needed alternator switched out then agreed and came back different day to get service and then once my alternator was removed I was informed they ordered the wrong part & new part would cost 2000 I disagreed and asked to put the car back together. I drove off got stranded and now my car is undrivable. Transmission line was cut, power steering reservoir was busted.

  Business response

  04/19/2024

  Please let our office know which Jiffy Lube store ********************** visited and the date of her service. Unfortunately, we were not able to locate a Jiffy Lube invoice using her phone number or name. Once we are able to locate her Jiffy Lube invoice, we can fully investigate her issue. Thanks

  Customer response

  04/25/2024

   
  Better Business Bureau:

  ************************************************************************************************************************************************************************************************************************
  
  I have reviewed the response. 
  Address to jiffy lube is 

  ********************************;

  phone number : ************
  Sincerely,
  
  *********************************

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We took our car to Jiffy Lube March 25th for a slow oil leak. They quoted us three hundred dollars to fix the problem. Once they dismantled the engine, they realized that they were not able to order the parts to fix the car. They told us that they would have the car ready for pick up that afternoon. When we went to pick up the car, it was still dismantled. The next day they said they were going to order the part and fix the car, but the technician working on the car was off for the next few days, so it would take a few days to complete the job. We called called the following Monday to check on the car, and the shop reported that it was put back together, but now the car wouldn't start. They then had to dismantled the engine to find the problem. When they did that, they dropped something into one of the pistons. They got the car to start and ran the vehicle while something was in the piston, ruining the engine. They called and said that we would have to get the car towed to another shop to fix it. They said they would pay us what the other shop quoted to repair the car. The other shop quoted ******. Jiffy Lube denied the quote, stating that was more than the car was worth. They stated that they would only pay *****. The bottom line is that we brought them a functional vehicle; they destroyed it and will not pay to fix it.

  Business response

  04/18/2024

  April 18, 2024
  
  Via Internet
  
  Better Business Bureau
  Attn: ***********************
  
  Re: *********************** ID ********
  
  
  Dear **************:
  
  Thank you for contacting us regarding *********************** complaint. I apologize for the delay in responding to your office.
  
  Our company has investigated the issue with *********************** 2013 **** Fusion and the March 29th Jiffy Lube service. We have reached a settlement and the funds are being sent to *********************** account. The funds should be received within the next 7 business days.
  
  Thanks again for contacting us and if you have any questions, please feel free to contact me at ************.
  
  
  
                          Best Regards,
  
  
  
                          ************
                          Customer Claims Manager

  Customer response

  04/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car fluids were not topped off, And I was not told the fluids were low, the coolant in my car was out and the radiator was empty which caused overheating. Now I have to replace the water pump, possibly the radiator and thermostat sensor. The ** offered a $15 off of next oil change. This is not the resolution I was looking for, being that I have to pay out $ ***** for repairs. This situation could have easily been prevented if I was notified of the fluids being low when I received my oil change. Cooperate was contacted but I was told that each Jiffy Lube is owned by different franchises.

  Customer response

  04/03/2024

  Hi I received my services from Jiffy Lube in ******, **  1537- US 70 ******, ** 27529. 

  Business response

  04/05/2024

  April 5, 2024
  
  Via Internet
  
  Better Business Bureau
  Attn:  ***********************
  
  Re: ***************************** - #********
  
  
  Dear **************:
  
  We have received the information pertaining to Ms. *****************  Thank you for contacting our office regarding her issue.
  
  According to her Jiffy Lube invoice, ****************** brought her 2011 Lexus ES350 in for a ********************* Change on December 28, 2023. The mileage recorded on the Jiffy Lube invoice shows *******. Her Jiffy Lube invoice indicates the only service performed was an oil change. According to our district manager, her complaint was received at the store location on March 13th. ***** several months had passed, our company could not accept responsibility since we do not know what happened to ****************** car from December 28th until March 13th. It is possible the coolant system had some sort of failure if the fluid level was low. Our oil change service cannot cause a leak in the coolant system. In most cases coolant systems fail simply due to time and miles. ***** our company is unclear how the oil change on December 28th caused the issue, we cannot accept any liability.
  
  As you know, we are not in the business of alienating customers. However, Im sure you can understand that we cannot pay for damages that we feel we did not cause.
  
  Thank you again for contacting us and if you have any questions, please feel free to contact me at ************.
  
  
  
                                Best Regards,
  
  
  
                                ************
                                Customer Claims Manager

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩