Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Oil Change Damage
  High Mileage Oil Change at Take 5 on March 5 at 9:29 AM $92.12 with Military discount
  **** ***** **** *** **** ****** (Hood work)/ ***** ( Pit Work) After being serviced on March 15, 2025, two days later, I received an alert on my driver's panel that my oil level was low. I immediately returned to Take 5, where ****** verified by retrieving the parts replaced by Take5 Saturday, March 15, 2025, that there was flooding on the Oil Housing Cap and the unit required replacement. He then called the local Auto parts store because he stated, " They did not have one on hand." Then just offered for me to go buy the part and he would replace it! I am not a mechanic, I am a teacher, and this issue is due to the negligence of Take 5! This has taken FLEET, their claim company, a month, and there is still no resolution! They paid for my SUV to be towed to ******* VW for repair estimates and have received the diagnosis in writing, and I have emailed FLEET the video of evidence and spoke with 3 claim reps, Mr. ****** ****, ****** ******, and **** *********! ****** at ******* can attest to the back-and-forth emails at ************. Please RESOLVE this issue, my vehicle has been sitting for 30 days, which may trigger other issues to be filed if not completed this week.

  Business Response

  Date: 04/22/2025

  Fleet Response received the claim file for the claimant on
  3/20/2025. We provided a complimentary tow of the claimant’s vehicle to their
  selected dealership so that a diagnostic can be performed on the claimant’s
  vehicle. Fleet Response received this diagnostic along with supporting photos
  from the dealership on 3/25/2025. After reviewing the details of the diagnostic
  as well as limited photos received it was determined that additional photos
  were needed from the dealership of the claimant’s vehicle to further evaluate
  the extent of the damages claimed to be the fault of our client. We reached out
  directly to the claimant on 3/28/2025 to advise of additional pictures we
  needed. We also reached out to the dealership on 4/1/2025 to request additional
  photos of the claimant vehicle’s oil filter housing. We received these photos
  of the oil filter housing on 4/3/2025 and continued our liability
  investigation.
  
  On 4/8/2025 the determination was made that the claimants
  claim of Take 5 Oil damaging their oil filter housing and causing oil to leak
  out of their vehicle was not supported based on the evidence received. It was
  further determined that there were no signs of an oil leak anywhere on the
  claimant’s vehicle, determined by the photos reviewed of the claimant’s engine
  bay and where the oil filter housing was located. After this determination was
  made we attempted to call the claimant to deliver the denial determination on
  4/9/2025 where we received no answer and left a voicemail. On 4/10/2025 we
  exchanged an email with the claimant advising them of the denial determination
  and the reasoning for the denial.
  
  On 4/21/2025 we received a new diagnostic document from the
  claimant’s selected dealership which ultimately did not provide any further
  details or new evidence review, rather, outlined additional repairs needed to
  the claimant vehicle that are unrelated to the oil change service performed by
  our client, Take 5 Oil.
  
  As part of the claimant’s formal dispute on the denial
  determination the claim file was further reviewed on 4/21/2025. The footage of
  the second trip to Take 5 Oil on 3/17/2025 by the claimant was reviewed in
  detail, along with all photos received from the claimant’s selected dealership.
  In the footage you do see a technician change out the claimant vehicle oil
  filter housing and add additional oil to the claimants vehicle. However, there
  were no signs of an oil leak in the claimant’s engine bay where the oil filter
  housing was located. The photos of the claimant vehicle’s engine bay shows no
  signs of oil spillage or an oil leak.
  
  The diagnostic received from the dealership only highlights
  they changed the “aftermarket” oil filter and oil filter housing to OEM
  (original manufacturer) parts, however, the diagnostic does not note any cause
  of the low oil levels nor indicate any specific leaks on the claimant vehicle.
  
  Based on all of the evidence reviewed there is nothing to
  indicate our client acted negligently during the oil change service the
  claimant received nor does any of the evidence indicate our client is at fault
  for any of the issues the claimant’s vehicle faced after service. While we
  cannot indicate the cause of the issues the claimant vehicle experienced, we
  also cannot determine our client is responsible based on the evidence at hand.
  The claimant was made aware of this final determination on 4/21/2025 via a
  phone call and the proper denial letter was put in the mail to the claimant. 

  Customer Answer

  Date: 04/22/2025

   I am rejecting this response because:
  
  
   I am rejecting this response because:
  
  They know that it was all everywhere. The representative for Take five ****** even showed me. He pulled it out and it was on video even though they’re saying that it wasn’t! I have no reason to lie. It was on video when I came back. He pulled it out of the unit show me it was filled over. It’s a shame that I should have just recorded the whole thing because this company has now ripped me off !
  
  

  Business Response

  Date: 04/24/2025

  The video footage from the date of service was reviewed
  thoroughly by Fleet Response during the initial investigation process, as well
  as during the denial dispute process. The service footage does not support the
  claimant statements nor claims. This footage was not tampered with nor altered
  in anyway.
  
  The claimant has the burden of proof to support their claim
  that Take 5 Oil is liable for the damages to their vehicle. To date, that
  burden of proof has not been met and all evidence received and reviewed does
  not indicate any negligence on the part of Take 5 Oil. 

• Initial Complaint

  Date:04/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  #******* I was assigned a Claims specialist **** for a third-party issue with discount tire. **** delivered extremely unprofessional service. He refused to call me back or return my emails, after waiting 7 days he emailed me stating the adjuster found no fault. He listed off several reason why but all were inaccurate. He said the claim was reported 4 days after the vehicle was worked on by discount tire, that’s incorrect. The incident was reported within 24 hours. **** also stated discount denied any possible damage. I spoke with Adam the store manager and he told me one of the techs could have bumped into the grill with a tire causing the damage. **** would have had all this information had he not performed such unprofessional communication. They offered me $200 but the damage is way more than $200. This company is so poorly managed I feel my case was handled with negligence. I would call in each day and no one could find **** or his supervisor, they were supposed to be at work but no where to be found. Very poor business practices.

  Business Response

  Date: 04/21/2025

  I received a request to review this claim and reach out to
  customer before this BBB complaint was received.  Store manager filed the
  claim as disputed and asked Fleet Response to investigate. Damage photos are
  not indicative of cause and cannot be related to client’s tools or equipment. I
  have contacted Mr. ******* and reviewed these details with him.  I advised
  him that the concession offer made by the claim representative was not meant to
  cover the damage but was a gesture of goodwill offered to settle the claim in
  spite of not having evidence that our client is responsible for the
  damage.  I advised Mr. ******* that if the concession offer was not
  accepted, I would be issuing a denial of liability, and a letter would be
  mailed to him.  The claim representative received an email communication
  from the customer on 4/16 accepting the concession and the
  claim has now been settled. 

• Initial Complaint

  Date:03/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a car from Sixt Rental Car at San Francisco Airport in 2024. Recently I received a bill from "Fleet Response" alleging that I owe $772.00 for putative damages to the car. Fleet Rental has not indicated to me how they are linked to Sixt Rental Car and has not sent an itemized bill--I do not know the date the damages allegedly occurred, what specifically those alleged damages are, and what they are demanding payment for. Given that, I suspect that this is a scam. They are demanding payment by check or money order and threatening to suspend my driver's license. I have also filed a BBB complaint against Sixt Rental. I have attached a copy of the demand for payment here, and a copy of my third request to receive and itemized bill.

  Business Response

  Date: 04/02/2025

  *** ******** was notified of
  the damage to the rental by SIXT on 9/24/2024. (see the attachment)  SIXT
  has outsourced this claim to us to recover for the damages to the rental
  vehicle. A demand for the damages was mailed to *** ******** and most recently
  emailed to *** ******** on 3/3/2025. The demand included photos of the damage,
  the estimate of repairs and a copy of the rental agreement. This demand package
  includes all the information *** ******** has asked for, including the date of
  loss 9/23/2024 which is outlined on the cover page.  

• Initial Complaint

  Date:03/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refer to the Original Complaint ID: ******** filed with BBB:Returned a rental car to SIXT in ************** on October 12th 2024. Representative inspected car in my presence and informed me that everything was fine and I could go. 3 MONTHS later I received a letter claiming alleged damage to the vehicle. I responded with photo evidence that there were no damages. I received a letter from Fleet Response with a bill for $1,401.17 for said damages. I cannot be held responsible on damages once I turn over the keys. Any damage should have been noted at time of return in the same manner that they do at the time of rental. #1 - There was no damage when the vehicle was returned. #2 - The report indicates there was a T-Bone collision. This never happened. #3 - I have attached pictures from when the car was returned. #4 - I have attached the first three pages of the report where reference to a T-Bone was made. CLEARLY my pictures indicate otherwise.Sixt Provided a response that:MESSAGE FROM BUSINESS:Upon a final review of ******* Ippolitis damage file, in a effort of goodwill we have decided to close and no longer continue financial pursuit of it. We look forward to the opportunity to service his/her rental needs in the future.On March 1st I AGAIN received a letter from Paragon indicating that they would continue to seek monetary damages AND would be asking the state to suspend my license.Paragon needs to cease with collections or I will be pursuing this as harassment in a court of law,

  Business Response

  Date: 03/04/2025

  This file was referred to us by **** for damages that were discovered at the time the rental was returned. Weve closed our file, and you will no longer receive any correspondence related to this matter. We apologize for any inconvenience this may have caused

  Business Response

  Date: 03/04/2025

  This file was referred to us by **** for damages that were discovered at the time the rental was returned. Weve closed our file, and you will no longer receive any correspondence related to this matter. We apologize for any inconvenience this may have caused

• Initial Complaint

  Date:02/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fleet Response is the third-party claims administrator for Metropolis Technologies, a parking garage operator.
  
  I filed a damage claim for the rear bumper of my car around November/December of 2024.
  
  On Dec 30, 2024 Fleet Response emailed me to deny my damage claim but didn’t provide details as to why.
  
  I sent three follow up emails ( Dec 30, 2024; Jan 3, 2025; Jan 18, 2025) to seek clarification but none were replied to.

  Business Response

  Date: 02/27/2025

  February 27, 2025
  
  ****** ******** ************* ****
  ********* ***** **** ******
  ********* ******* ********
  
  To Whom it May Concern,
  
  ****** **** filed a claim for alleged damage to his vehicle
  while parked in our client’s parking facility on 12-26-24. It was determined
  that the damage to this vehicle was preexisting damage, and a denial letter was
  issued to him via mail and email on 12-27-24. In that letter we did ask him to
  provide any additional evidence that has not been considered. I have included a
  copy of the denial letter for reference. 
  
  I will ask that the assigned claims representative reach
  out to the consumer to reiterate the denial as well as our client to see if
  there is any additional information available.
  
  Please feel free to contact me with any further questions
  or concerns regarding this matter.
  
  Sincerely,
  ***** *******
  ***** ***** ***** **********
  ******* ************  
  **** ************ 
  

  Customer Answer

  Date: 02/28/2025

   I am rejecting this response because: the business reiterates its denial but still has not provided an explanation of how they determined damage was pre-existing.
  
  
  
  

  Business Response

  Date: 03/05/2025

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

  
  To Whom it May Concern,
  ****** **** filed a claim for alleged damage to his vehicle while parked in our client's parking facility on 12-26-24. It was determined that the damage to this vehicle was preexisting damage, and a denial letter was issued to him via mail and email on 12-27-24.

  
   In further response to the consumers response:  I have attached a copy of the incident report showing the consumer reported that damage to their rear bumper allegedly occurred while visiting the facility on December 26, 2024. Additionally, I have included a photograph of the vehicle from a prior visit to the facility on July 28, 2024, which displays the same damage the consumer is claiming occurred in December. As such, the claim will remain denied as the damage being claimed was preexisting damage. 

  Please feel free to contact me with any further questions or concerns regarding this matter.
  Sincerely,
  ***** *******
  ***** ***** ***** **********
  ******* ************
  **** ************

• Initial Complaint

  Date:02/10/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is trying to collect $669.56 from me, on behalf of SIXT RENT A CAR. The claim with a number of ******* is fraudulent. SIXT RENT A CAR is claiming damages on a rental car that I did not cause. The agent representing SIXT RENT A CAR did not conduct an inspection of the rental car at the time of the handover of the car keys. The rental car company is trying to blame me for some scratches on the body of vehicle, which were present before I rented the car. I believe the agent who took the keys at the drop off location was biased.

  Business Response

  Date: 02/11/2025

  We have closed our file and referred this complaint to SIXT for further review. 

• Initial Complaint

  Date:01/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fleet response has taken over a claim from take 5. I have received no resolution nor hardly any responses on the matter. This incident occurred late November and we are about to enter February. I have given them all I can to help with my open claim. This incredibly awful customer service. You can tell no one there cares or is willing to help.

  Business Response

  Date: 01/27/2025

  Fleet Response received the claim and communicated with the claimant on several occasions. It was communicated to the claimant on 12/2/2024 to send over the diagnostics and paper work from the mechanic shop. on 12/12/2024 it was relayed to the claimant that the hand written note they provided would not suffice and we needed proper documentation from the shop on company document with letter head. We did receive this documentation and after reviewing the documentation simply only advised that they redid the oil change on their vehicle. WQe called and spoke with the mechanic shop who advised there was nothing wrong with the vehicle other than the oil level was low. No codes came up and nothing appeared to be mechanically wrong with the vehicle. There was nothing outlining that our client, Take 5, didn't fill up the oil, there was no indication of any leaks to cause the low oil level, and, overall, no evidence to indicate our client acted negligently in any way to cause the issue with the claimant vehicle. 

   

  We advised the claimant on both 12/12 and 12/23 that we still had not received any documentation that would indicate our client was responsible for the low oil level on their vehicle and subsequent need for a whole new oil change. 

   

  As of today, 1/27/2025, we still have not received any documentation or evidence that our client is liable for any costs accrued by the claimant. With no evidence our client did anything wrong we are unable to provide a reimbursement of any kind as liability has not been accepted. 

  Customer Answer

  Date: 01/27/2025

   I am rejecting this response because:
  
  
  No one explained that I would be responsible not as anyone hardly been in contact since this first started. I explained that I gave everything I could from pep boys and that they could reach out to the business if this wasn’t enough. I also explained there was no damage. That pep boys said this could have been faulty materials used or the oil filter was not tightened correctly. I do not have a diagnostic because  pep boys advised us not to spend more money that we clearly might not get back and to wait to see if metals are in the oil. I had my oil changed 2 times in November and I want my money back for both oil changes. I sent both ladies who hardly did their job in this case pictures of the dipstick with almost no oil and every piece of paperwork from pep boys that I could give. I also have not hurt from my claims representative for almost 3 weeks now. No efforts have been made to contact. It’s always been me trying to reach them. I have documentation that I have sent but I am unable to upload any of it to this response. Both those claims reps should have copies in email.

  Business Response

  Date: 01/28/2025

  You as the claimant presented a claim against our client claiming that they are at fault for damages to your vehicle. The burden of proof rests on the claimant to prove our client is liable. Our team has done their due diligence, been in touch with both the claimant on a regular basis, as well as the shop, but to date we have not received documentation to meet the burden of proof that our client is at fault for the vehicle damages. As such, we have not accepted liability and cannot process any payout for any services or vehicle damages.

  Customer Answer

  Date: 01/29/2025

   I am rejecting this response because:
  I never claimed any damage to my vehicle. I simply asked for the money back on both my oil changes from 11/2 and 11/25. Please explain how my car went from having oil then on 11/2 to an error code which I have proof of on 11/22 to having oil below dipstick level on. 11/25 IF take 5 had not made a mistake? I can almost guarantee no one can explain how this happened if there wasn’t some type of negligence on the part of the tech. There has been lie upon lie considering if any emails were ever read, I never said my car had damage. Then again, no one in this office cares enough to even respond when I reach out. Now you’re responding because I’m taking things to another level. I didn’t realize that I would be treated with extreme disrespect and no concern. Whoever is responding, clearly has no  idea what they’re even talking about or would no I never claimed damage. I in fact had let those 2 claims representatives who don’t return emails or phone calls. You don’t rely any information to me, since I had no knowledge of pep boys actually responding on this matter. Maybe ask pep boys what could have been the cause, because pep boys told my husband that this could have been faulty material (take 5’s fault) or the tech didn’t tighten the filter (also take 5’s fault. I just want my $75 and my $108. Both ****** and ******* have COPIES of the receipts and while there are OTHER charges, I asked them to ignore and only pay attention to the oil change price.

  
  

• Initial Complaint

  Date:12/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I first contacted Fleet Response on 11/10/24, after I visited a Take 5 oil change location at **** ** ******* ****** ******* ** *****. After leaving the Take 5 and driving 15 miles, my car broke down, because the oil tank was empty. I began communicating with ****** at Fleet Response, who was handling my Take 5 claim, and things initially moved smoothly- my car was towed to a Firestone repair shop, where it was determined that the engine had shut down because a built-in mechanism determined the absence of oil, and that the engine had since recovered. However, when I picked up the car, I noticed there were new issues with the remotes not recognizing the door locks or the ignition, and the speedometer reading too fast. I communicated with ****** the need to have the car taken to an authorized Toyota repair center to do the necessary reprogramming work, and at that point, replies from ****** began to decrease in frequency, taking two days and then more. Finally, on 11/30/24, she stopped responding altogether- this was after I replied to her email where she asked for further documentation- Take 5 was now arguing back that they had camera footage of them putting oil in the car. However, the car was clearly devoid of any oil- when I broke down, I checked the oil tank and the dipstick indicated "zero" level of oil, and of course the Firestone report indicated an engine reaction typical to having no oil, so there was no need to prove this any other way, but since they challenged the finding, I did ask ****** if there might be another camera which showed the drain plug and the oil pit below the car, and suggested that the drain plug may have been accidentally left open, that the new oil leaked out, and that the drain plug may have then been subsequently closed. At that point, ****** stopped responding. I have emailed her twice since then and also tried calling her, but there has been no reply.

  Business Response

  Date: 12/09/2024

  Fleet Response provided a courtesy tow of the claimant vehicle to Firestone so that the claimant may obtain a diagnostics to determine the issues their vehicle was facing. The claimant submitted a claim to Take 5 that he experienced issues with his and it was determined from the diagnostics from Firestone that there was no oil in the vehicle. We reported this information to our client and they provided video footage showing that the appropriate levels of oil were put into the vehicle at the time of the oil change service. The diagnostics obtained from Firestone did not indicate any issues with the drain plug or oil pan, nor indicate that there was any oil leaks found. We responded to the claimant with this information and asked, via email that is on record, if the mechanic indicated to the claimant if there was any leaks or any issues outside of what they wrote. The claim file is still open and pending a liability determination. The claimant is welcome to speak to the mechanic shop to see if they can provide supports that would support their claim and answer any of their questions they have submitted in the BBB submittal. To date we have not received any documentation indicating anything outside of low oil level in the claimant vehicle. Also, we have received no supports or documentation that support the claimants claim that the key fob, odometer, and locks are related to the oil change service provided by our client. Again, the claimant is welcome to gather and obtain any documentation that we could review so that we could review for liability. The claimant has submitted a claim against our client and the burden of proof rests with the claimant to obtain the proper supports that would support our client is liable for the issues. To date we have not received proper supports to make a liability determination.

  Customer Answer

  Date: 12/09/2024

   I am rejecting this response because: I do not have other documentation or videos beyond the Firestone report that stated that the engine acted in the way expected when there is an absence of oil. I can tell you that when I broke down and checked the oil tank, it was bone dry. The Firestone report comes from the company that you wanted the car towed to. Why would you not accept their report?
  
  
  
  

  Business Response

  Date: 12/10/2024

  Unfortunately, absent any other evidence, documentation, or photos, there is nothing to indicate that our client is at fault or acted negligently to lead to the damages to your vehicle. You, the claimant, have the burden of proof to provide sufficient evidence to support your claim that Take 5 is at fault for the damages. Based on the diagnostics provided, the burden of proof has not been met. Based on the diagnostics alone, it does not indicate where the oil went, if there was a leak, what caused any potential leak, or any information to point toward our client acted negligently. 

   

  The vehicle was taken to Firestone as a courtesy to provide a diagnostics on your vehicle to assist in the support of the investigation process. Fleet Response nor Take 5 are associated with Firestone, therefor we do not solely rely on their documentation to make an approved liability determination. 

   

   

  Customer Answer

  Date: 12/14/2024

  I am rejecting this response because: 1- Fleet says they want more proof, but proof has already been provided in the attached Firestone report- the report is a conclusive finding, and there is no need for additional proof. 2- As a courtesy, I followed the request of Fleet, and on 12/13/24, I called Take 5 in Venice, FL, and spoke with ****, the manager at the location where the incident occurred. **** was surprised that Fleet hadn't settled the claim yet and that Fleet asked me to contact his shop, and he was also unwilling to share any pertinent information- he told me it is Fleet's responsibility to contact him, not mine. He also told me that he had already forwarded all relevant information, including videos, to Fleet, and that Fleet already had what they needed and can check those materials. As I said, there has already been a conclusive finding issued by Firestone, that the car's engine suffered a reaction due to having no oil. This is sufficient for Fleet to honor my request to cover the cost of remediating the problems that resulted from the engine having this breakdown, namely the need to reprogram the remotes so that they will again communicate properly with the locks and the ignition, and to reprogram the speedometer, which is no longer accurate. There is no need for further proof- the Firestone finding speaks for itself, and Fleet needs to underwrite the necessary repairs. Thank you. 
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car needs a front windshield camera replaced due to Safelite breaking it. I want to dealer to fix it. We have sent SEVERAL estimates and for one reason or another Fleet Response keeps saying they need something different, or removed, or split up, or anything other than just paying the claim! This has been going on since August! My car is at the dealership awaiting the repair and I can't get anything done!

  Business Response

  Date: 10/28/2024

  To whom it may concern:
  Fleet Response has diligently worked to obtain a
  comprehensive and accurate repair estimate from Checkered Flag repair shop
  which included a breakdown of the parts, part number, labor hours and labor
  rate. We have successfully received a complete estimate, which has been
  approved for payment. *** ****** has been informed of this approval, and the
  vehicle is currently undergoing repairs at the shop. We will process the
  payment to the shop for the repairs, totaling $2,055.98, upon the completion of
  the work.

• Initial Complaint

  Date:10/08/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 24, 2024, I took my vehicle to Safelite for a windshield repair. During the repair, a piece of machinery crashed into the side of my car, causing significant damage to the front passenger door. After this incident, it took several months of persistent follow-up via phone and email to finally have Safelite submit a claim to their insurance provider, Fleet Response.
  
  To expedite the process, I obtained a repair estimate from Caliber Collision, which included the cost of recalibration recommended by Subaru, the manufacturer. Despite this effort, Fleet Response has been uncooperative and has consistently delayed the process. They are now attempting to refuse coverage for the recalibration, which is a necessary part of the repair.
  
  I have come across numerous reviews on Fleet Response's Google page, where they have a rating of just 1.7 stars based on 117 reviews. Many customers report similar issues, citing poor communication and apparent tactics to avoid full reimbursement for claims. This pattern suggests that my experience may not be an isolated case but rather a common practice within their claims department.
  
  My request is simple: I would like Fleet Response to pay the full amount quoted by Caliber Collision, without requiring me to return to Safelite or any of its affiliates for further repairs. Based on this experience, I have lost trust in both Safelite and Fleet Response to handle this matter adequately. I am seeking the BBB’s assistance in resolving this issue promptly and fairly. Thank you for your attention to this matter.

  Business Response

  Date: 10/17/2024

  Unfortunately, there are occurrences where body shops and responsible parties disagree.  We were able to overcome any disagreements on this claim and the repair estimate was approved.  Payment issued on October 16, 2024 in the amount of $2,782.26. Ms. Thorson was happy with the resolution and our claim was closed. I have attached a copy of the repair estimate and payment transmittal and can provide further documentation upon request. 

  Customer Answer

  Date: 10/17/2024

  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.