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:08/24/2024

  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.

  Cost: $116.34, towing, 181.42
  
  The dispute:
  1. Car went to Take 5 #**** **** ***** *** ******** ****** ** *****, 7/25/24, 4:06-4:15 pm for oil change. Invoice# ******
  
  2. The oil was changed, and the check engine light came on. The technician said don’t worry about it, and it will go off in a couple blocks.
  
  3. Car dies 1,300 feet from Take 5.
  4. Take 5 was called and was transferred Fleet Response (*** ****** **** **** ******* **** ****** ****************** ***** ********. They are now handling the claim.
  
  5. The car is towed to Ganley Toyota at **** * ****** *** ***** *** (see attached). They cleared out the computer codes cancelling the check engine light and the car started and has been fine since.
  
  To summarize: the car was fine taken into Take 5, immediately after the oil change the check engine light came on, technician blew off the issue and the car quit within sight of the shop. It was towed to the Toyota dealer, they reset the computer, and the car started and is fine. Something happened to the car at Take 5 that took the Toyota dealer to resolve.
  
  I have contact two reps at fleet response multiple times and have not had emails returned to resolve the claim. Neither Take5 nor Fleet Response have taken steps to resolve the dispute, so I am filing a complaint with both Take5 and Fleet Response for reimbursement.

  Business Response

  Date: 09/03/2024

  Mr. Rasinski came in to a Take 5 location for an oil change.  His vehicle later malfunctioned with engine codes being thrown.  The 2 engine codes had nothing to do with anything the oil change tech touched.  The codes pertained specifically to fuel pressure issues the vehicle had.  The coincidental timing of the codes being thrown has nothing to do with anything Take 5 did and in and of itself does not prove in any way negligence on Take5.  At this time, we have reviewed all the available information and find no negligence on Take 5, therefore liability is denied.  If additional information comes available, we can review it to see if it changes the liability.  

  Thanks for your time. 

• Initial Complaint

  Date:08/21/2024

  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.

  Take 5 performed an oil change on my 2014 BMW on the 30th of July. The next evening I drove the car out of town to Dallas. When I got to Dallas I grab some tacos and went to my Aunt’s house. The next day I pulled my car into my Aunt’s driveway and we got into her car and drove out of town to visit my mother. Later on that day my cousin called and told me that the oil from my car has spilled out on the driveway. I then called take 5 because I haven’t had the car but only 1 month and I haven’t been having issues. My car was taken to Meineke and the diagnostic states they put to much oil in my car. This caused it to blow the seal in my engine, leak oil externally and internally, and stripped the seals in my oil pan. On my take 5 receipt it shows that extra oil was put in the car. Fleet response contacts me concerning the claim. I spoke with Mallory my claims representative who was very rude and unprofessional. She stated they are not responsible because they don’t drain the oil from the plug they evacuate it and denied the claim. My diagnostic states it was overfilled with oil which caused the damages.

  Business Response

  Date: 08/22/2024

  This claim has been re-opened as the liability investigation is still ongoing.  We have reached out to Take 5 for clarification on the facts of loss and what took place during the oil change.  Once we receive word from them, we will reach out to **** ***** and advise how this investigation concludes.  

  Customer Answer

  Date: 08/22/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response regarding complaint ID ******** and am satisfied with the resolution to re-open the claim. I look forward to further communication and resolving the matter peacefully.
  
  Thank you

• Initial Complaint

  Date:08/01/2024

  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.

  Take Five oil change on *** in ***** ****** **** ******** did not put any oil Cooling or a filter in my car charged me $95 for oil change there was none put in my car I got in touch with the insurance company has been denied twice for false information I have all the documentations about my motor vehicle they refused to honor that there was no oil put in my car I requested for the video they refuses to show me the video and it has been multiple stories told to keep me from getting my car fixed is there a fault that there was no oil put in my 2015 Chevy Cruze LT turbo my car has been at the body shop since July the 9th 2024 I had an oil change supposedly did on July 3rd there was no oil put in my car I'm asking for some help with this situation and my claim number *** ***** is my claim number I have been told multiple stories and they have been brushing me off there was no hole in my oil tank at all and I also have documentations to prove from the mechanic Certified mechanic and everything that they have requested pictures odometer information I have done everything that I can do please help me resolve this situation I need to get my car back and I also need my motor transmission put in my car

  Business Response

  Date: 08/02/2024

  I spoke with the Mrs ***** and advised her that at this time, we are not able to fins any negligence on Take 5.  All the oil change "touch points" were verified completed correctly.  No leaks were found at the dipstick, oil filler cap, oil filter or oil plug.  Based on the invoices provided by shop and Mrs *****- the vehicle was driven 455 miles from when the service took place and the engine issue occurred.  If no oil was placed into the engine, the engine would not have lasted 5 miles, let alone 455 miles.   With all this said, the claim is still open in attempt to see if there was any video of the service.  We are currently waiting on the client to see if video exists to verify everything.  Once we get word from them, the claim rep will reach out the Mrs ***** to advise.  

  Customer Answer

  Date: 08/02/2024

  That is incorrect information I did not drive my car note 455 mi from Take 5 to ****** ********* which is ****** ***** **** where I live at my car has not been driven since then my car was told to the body shop on the 9th so that is incorrect information I requested the video and have not yet to get it they going back on February the 27th or 2024 and I'm saying that it happened on July 3rd of 2024 there was no hole in my oil tank they did not put no oil in my car or a filter or any coolant in my car so that's incorrect information on fleet response information they don't want to take responsibility of getting my car repaired and fixed I'm asking you to do further investigation I'm asking for the video that they would not let me see or if you could please request the video from them there was no oil put in my car I have no right to falsify any information please respond back thank you loop

  Customer Answer

  Date: 08/06/2024

  [[BBB transcription via email]]

   

  The oil change from February I sent it that come from February 27th 2024 this is where they get the mileage from and there was no oil put in my car on July the 3rd of 2024 so this is where they're getting all the speedometer information from it was incorrect information and I tried to explain that to you guys so this is where the 455 Mi come in at February the 27th of 2024 to July the 3rd of 2024 could you please do the calculation on the mileage because the information they gave you was incorrect those are my receipts from that time on up until I took my car to get an oil change

  Business Response

  Date: 08/13/2024

  Good morning,  The hand written invoice submitted for the service on 7/9 does not have mileage entered on it. All we have that show mileage is the invoice from 7/17 showing the vehicle went 455 miles.  I reiterate, There is no way Take 5 did not add oil to the engine.  If no oil was placed in the vehicle, it would not have driven for more that a few miles before the engine blew.  Take 5 advised us that there is no video available. Apparently the cameras are not working.  I have resubmitted one last time to Take 5 Claims corporate to see if there is anything that can be done at this time.  The fact of the matter is, there is no evidence that any actions completed by the Take 5 oil location were done incorrectly.  No negligence is found on Take 5 at this time.  Once we receive word from the corporate offices we will reach out to ******** to advise of final finding. 

  Customer Answer

  Date: 08/19/2024

  That paperwork from the 17th is not my first invoice my car been at the shop since the 9th that's when they received the first invoice of my card there was no mileage reading at that time they requested the mileage reading on the 17th you have to also look at the paper from the 9th is when my car went into the body shop and we sent that first estimate over to Fleet response why do y'all want to keep saying the 17th that has nothing to do with the night it stands from July the 9th of 24 this is all y'all want to keep presented but you're not looking at the first day of the invoice which there is no mileage on that invoice Fleek respond did not receive that paperwork until the 17th that was weeks after ***** asked for the mileage the damage I still have the date that she requested that my car had already been at the shop from the 9th of July I need this to be reinvestigated

• Initial Complaint

  Date:07/30/2024

  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.

  On June 15, 2024 I took my car into Take 5 for a standard oil change. I informed the mechanic taking my information that I had an aftermarket drain plug in my car and that in no circumstance should it be twisted to be removed and that all that is necessary is a magnet. The mechanics began to work on my car and shortly after beginning several other mechanics were called over to look at something. The manager eventually enters the scene and comes straight to me to declare that they will not service my car and that i have a serious active leak. I did not have an active leak prior to coming and have photo and video evidence to back up this claim. Fleet Response has taken over a month to get back to me before declaring my case denied under the basis of no evidence on my side. I was never contacted or asked for evidence. All of this is extremely bad business for a repair that would cost less than $2000. My vehicle can no longer be driven and that is all thanks to the negligence of the mechanics at Take 5, of which I have all of the names.

  Business Response

  Date: 08/05/2024

  ************************* ***************************************
  Re Complaint ID number: #********
        Customer:***************************
        Our claim number: 1441667
        Date of loss:06-17-27
  
  In response to ****************** complaint addressing the denial of her claim. This claim was reported to us for a leak on a 2004 ***** Pilot with mileage of 238,279. 
  
  **************** contends that she took the vehicle into Take 5 for an oil change and advised them that the drain plug could only be removed with a magnet. Take 5 contends that the oil pan was stripped as a result of wear and tear for a vehicle with over ******* miles on it. She was advised that they could not complete her oil change.
  
  We would be happy to review any further information that *************** is able to provide, such as photos or video that she claims she has of the vehicle prior to the oil change. We would also like to see any previous work orders or oil changes performed on the vehicle as well and confirm what damage she is claiming to her vehicle as she was advised by Take 5 that the vehicle had an oil leak when coming into the shop.
  
  Thank you,
  *************************
  Third Party Claim Supervisor
  Direct: ************  
  Fax: ************ 

• Initial Complaint

  Date:07/11/2024

  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.

  Fleet Response is handling a claim filed on behalf of Take 5 Oil Change. I have supplied them with all the documentation needed to process my claim and get my vehicle repaired. They have not responded to a single voicemail or email since the file was claimed. I even left two voicemails with ****** *****, a department supervisor. I am a band director and need my truck to go back to work next week but I have no vehicle.

  Business Response

  Date: 07/12/2024

  This morning, at 930am EST, the claim specialist, *****, reached out to the shop and made contact with a ********.  Emails were exchanged and repairs for loss related damages were authorized.  Mr ********* was contacted via email at 829am EST as it was too early to place a call to the Central Time Zone.   Liability is accepted and repairs are underway.  Please feel free to reach out with any other concerns. 

  Customer Answer

  Date: 07/20/2024

   I am rejecting this response because:
  I received a call from Northrich Automotive saying they had sent the information for payment to be made the morning of 7/19. Fleet Response called them later asking about the information because they hadn't received it yet. It turned out that they had received but by the time they did, their accounting department was gone for the day. As a result, my truck is fixed but staying at the shop for another weekend because Fleet Response didn't pay in a timely matter.
  
  

  Business Response

  Date: 07/23/2024

  Mr *********** shop failed to send us the final bill in time to issue payment.  Furthermore, when they sent us the final bill, ON MONDAY- 7/22, the amount was higher than what they originally quoted, so we had to get approval for payment.  We just received approval on the final bill and have set this up for payment.  There is no delay in handling on this claim.  

  Thanks

• Initial Complaint

  Date:07/10/2024

  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.

  ** ******** *************** ***** ******************************) is the adjuster assigned to handle this claim - *******. She has all of the necessary information to adjudicate the claim. However, she has failed to do so.

  Business Response

  Date: 07/22/2024

  July 22, 2024 SENT VIA EMAIL: ********************
  ****** ******** ****** *** **** ****** ****** ****** ** *****
  
  ATTN: RE: ****** ****** ******* ******
  DOI COMPLAINT/FILE NUMBER: INSURED'S NAME: ******** ********
  CARRIER: POLICY #: CLAIM #: *** ******** ********* ******* **** ********* *******
  DATE OF LOSS: ********
  NAIC #: *****
  FULLY OR SELF-INSURED: ***** *******

  POLICY SITUS: *******

  ISSUE RESOLVED: Yes

  PAYMENT ISSUED: Pending

  Dear Ms. ******:
  
  Thank you for the opportunity to respond to the above-referenced complaint matter involving ******* ****** and ********. Fleet Response is the third-party administrator handling claims on behalf of *** ******** ********* ******* and their insured, ********. Fleet Response is not an insurance company. In a good-faith effort to resolve this complaint, Fleet Response provides the following information for your records.
  
  This response pertains to an incident that occurred on June 21, 2024. Mr. ****** reached out to our office on June 26 to report a new claim. Our team initiated the necessary procedures to address the claim on the same day.
  
  On June 28, we contacted the body shop involved in the repair process, to request the estimate and photos for review. Then Mr. ****** mentioned that he had retained legal representation, and we attempted to reach out to his attorney. As of now, we have not received a formal letter of representation from the attorney.
  
  On Friday, July 12, we received the necessary documentation from the body shop. The vehicle was assessed to be a total loss on Monday, July 15, and an offer to resolve Mr. ******’s claim was extended. He has since accepted that offer. We are currently awaiting additional documentation from Mr. ****** to proceed with resolving the claim efficiently.
  
  Thank you again for the opportunity to address the issues between ******* ****** and ********. We trust that the provided information satisfies your inquiry. Should you have any further questions, please do not hesitate to contact the undersigned.
  
  Regards,
  ***** *******
  Third Party Claim Supervisor
  Direct: ************ **** ************

  Customer Answer

  Date: 07/23/2024

   I am rejecting this response because:
  
  
  July 23, 2024
  ****** ******
  ************* *** ******* ********** ***********
  ****** ******** ****** * ****** ****
  *** **** ****** **
  ****** *** *****
  
  
  
  
  RE: Complaint ID ********
  
  
  
  
  Dear Ms. ******:
  I am writing a response to the above referenced complaint. The response which Fleet Response wrote addressing my initial complaint (which was forwarded to me by the BBB) contains numerous amounts of inaccurate information. Addition****, other key details have been left out. Whether this was intentional or accidental remains to be seen. There are many issues which remain unadjudicated. Therefore, I respectfully ask that this complaint remain open until all of the issues have been resolved-not simply classified as “in process”. As a matter of good faith, good will, and ethical business behavior, I would hope that all parties involved would agree.
  On June 26, 2024 by e-mail to Ms. ********* at 11:14 AM and again on June 28, 2024 by phone at 8:41 AM with Ms. *********, I advised who represented me in the personal injury portion of my claim. Addition****, the attorney’s office has advised that letters of representation were drafted and mailed in a timely manner once the identities of the involved parties were fin**** known. Here is the contact information once again:

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

  
  Here are the remaining items concerning my property damage portion of the claim and what Fleet Response needs to be done in order to address them:
  1.      Contact the Total Loss Department at BridgeCrest Financial (the lienholder of the vehicle) at ************ and work with them to learn of their preferred method (and any pertinent details) to receive the agreed upon funds for the vehicle (which was deemed a total loss. Addition****, send them the subsequent title release/assignment of title. The agreed upon amounts are as follows:
  
  ·         Agreed Upon Vehicle Valuation - $19,850.00
  ·         Sales Tax @4% - $794.00
  ·         Title Fee - $18.00
  ·         Registration Fee - $15.00
  

  TOTAL FUNDS TO REMIT: $20,677

  
  2.      Send a settlement breakdown and a proof of settlement to me and ****, the GAP insurer for the loan. My name and the VIN should be included on each document and all correspondence. Here is their contact information:
  National Property Claim Center (NPCC)
  ** *** ****
  ******** ** **********
  ****************
  *** ************

  
  3.      Provide reimbursement for all related expenses which have occurred to date as a result of this claim. Please see the breakout at the end of this letter.
  ·         Send reimbursement via FEDEX/UPS only to my home address within 3 business days from today’s date.
  ·         Provide the appropriate letter/package tracking number(s) to me immediately upon mailing.

  
  As you can see, the matters which the complaint seeks to resolve are not irrational nor unreasonable.

   

   

  Reimbursable Item and Amount
  Gas $41.14
  Gas $50.00
  Gas $41.00
  Gas $40.63
  Gas $34.09
  Gas $44.06
  Gas $30.00
  Gas $35.00
  Alabama Law Enforcement Agency Crash Report Document – To establish
  at fault liability and responsibility after phone conversation on 6/28/24
  with Ms. *********. $17.50
  Uber Rideshare $29.29
  Uber Rideshare $6.72
  Uber Rideshare $22.20
  Uber Rideshare $6.72
  Greyhound Ticket $122.45
  Dashcam Replacement $275
  Unused Fuel – Estimation of 12 gallons of fuel left in 16-gallon
  capacity tank at a prevailing rate of $3.29/gal $40.00
  Dashcam Mount Replacement $25.00
  Cellphone Screen and Privacy Screen Replacement $100
  In-Lieu of 3 Day Rental Payment  - based upon 3 days ($115.99/DAY-EXCLUDING
  TAXES AND FEES) of a comparable class SUV at Enterprise in Daphne, AL. $347.97
  Loss of Use Payment – Covers the monthly payment which was
  made on the totaled vehicle and it was not able to be used and Fleet Response
  repeatedly ignored requests to provide a rental vehicle for use $655.00
  
  Loss of Use Payment – Covers the monthly insurance payment
  which was made on the totaled vehicle and it was not able to be used and
  Fleet Response repeatedly ignored requests to provide a rental vehicle for
  use $159.09
  

   

  TOTAL REIMBURSEMNT FUNDS DUE $2122.86

  
  
  Best –
   ******* *. ******
  

  
  

  Business Response

  Date: 07/31/2024

  We have responded to each of his concerns below. I have also attached a response that may be easier to read. 

  
  I am writing a response to the above referenced complaint. The response which
  Fleet Response wrote addressing my initial complaint (which was forwarded to me
  by the BBB) contains numerous amounts of inaccurate information. Addition****,
  other key details have been left out. Whether this was intentional or
  accidental remains to be seen. There are many issues which remain
  unadjudicated. Therefore, I respectfully ask that this complaint remain open
  until all of the issues have been resolved-not simply classified as “in
  process”. As a matter of good faith, good will, and ethical business behavior,
  I would hope that all parties involved would agree.
  On June 26, 2024 by e-mail to Ms. ********* at 11:14 AM and again on June 28,
  2024 by phone at 8:41 AM with Ms. *********, I advised who represented me in
  the personal injury portion of my claim. Addition****, the attorney’s office
  has advised that letters of representation were drafted and mailed in a timely
  manner once the identities of the involved parties were fin**** known. Here is
  the contact information once again: 
  
  RESPONSE:  We do not handle
  injury claims in this office. Injury claims are handled by our client. I do not
  show that we ever received a letter of representation from the law office to
  date.
  
  **** ******
  *** ****** *********
  ***** ***
  *********** ** *****
  ************ ******
  ************************
  
  Here are the remaining items concerning my property damage portion of the claim
  and what Fleet Response needs to be done in order to address them:
  1.      Contact the Total Loss Department at
  BridgeCrest Financial (the lienholder of the vehicle) at ************ and work
  with them to learn of their preferred method (and any pertinent details) to
  receive the agreed upon funds for the vehicle (which was deemed a total loss.
  Addition****, send them the subsequent title release/assignment of title. The
  agreed upon amounts are as follows:  
  
  RESPONSE: The lienholder has been contacted and the payoff
  discussed.  Mr. ****** also has GAP
  coverage which will cover any remaining amounts due to his lienholder.  That will be handled between Bridgecrest
  Financial and the GAP carrier directly.  We
  are pending the Letter of Guarantee from his lienholder at this time. Power of
  Attorney forms have been forwarded to Mr. ******, that he will need to sign and
  return giving us authority to move forward on the total loss of his vehicle.
  
  ·         Agreed Upon Vehicle
  Valuation - $19,850.00
  ·         Sales Tax @4% - $794.00
  ·         Title Fee - $18.00
  ·         Registration Fee -
  $15.00
  TOTAL FUNDS TO REMIT: $20,677
  
  2.      Send a settlement breakdown and a proof
  of settlement to me and ****, the GAP insurer for the loan. My name and the VIN
  should be included on each document and all correspondence. Here is their
  contact information:  
  RESPONSE: A settlement breakdown
  was provided to Mr. ****** previously via email. A settlement breakdown will be
  provided to ****, which will then deal directly with the GAP carrier.
  National Property Claim Center (NPCC)
  ** *** ****
  ******** ** **********
  ****************
  *** ************
  
  3.      Provide reimbursement for all related
  expenses which have occurred to date as a result of this claim. Please see the
  breakout at the end of this letter.
  
  RESPONSE: We are pending further documentation
  from Mr. ****** to support what he is asking for as far as GAS, Uber receipts
  and personal property.  Upon receipt of
  the same, we will extend an offer to reimburse his out of pocket expenses. We
  will review the loss of use request further once we receive his receipts. It
  should be noted that Mr. ****** was offered a rental vehicle through
  Enterprise.
  ·         Send reimbursement
  via FEDEX/UPS only to my home address within 3 business days from today’s date. 
  ·         Provide the appropriate
  letter/package tracking number(s) to me immediately upon mailing.
  
  As you can see, the matters which the complaint seeks to resolve are not
  irrational nor unreasonable.
  
  
  Reimbursable Item and Amount
  Gas $41.14
  Gas $50.00
  Gas $41.00
  Gas $40.63
  Gas $34.09
  Gas $44.06
  Gas $30.00
  Gas $35.00
  Alabama Law Enforcement Agency Crash Report Document – To establish at fault
  liability and responsibility after phone conversation on 6/28/24 with Ms.
  *********. $17.50
  Uber Rideshare $29.29
  Uber Rideshare $6.72
  Uber Rideshare $22.20
  Uber Rideshare $6.72
  Greyhound Ticket $122.45
  Dashcam Replacement $275
  Unused Fuel – Estimation of 12 gallons of fuel left in 16-gallon capacity tank
  at a prevailing rate of $3.29/gal $40.00
  Dashcam Mount Replacement $25.00
  Cellphone Screen and Privacy Screen Replacement $100
  In-Lieu of 3 Day Rental Payment  - based upon 3 days
  ($115.99/DAY-EXCLUDING TAXES AND FEES) of a comparable class SUV at Enterprise
  in Daphne, AL. $347.97
  Loss of Use Payment – Covers the monthly payment which was made on the totaled
  vehicle and it was not able to be used and Fleet Response repeatedly ignored
  requests to provide a rental vehicle for use $655.00
  
  Loss of Use Payment – Covers the monthly insurance payment which was made on
  the totaled vehicle and it was not able to be used and Fleet Response
  repeatedly ignored requests to provide a rental vehicle for use $159.09
  
  TOTAL REIMBURSEMNT FUNDS DUE $2122.86

• Initial Complaint

  Date:06/27/2024

  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.

  I filed a claim with take 5s insurance fleet response because take 5 forgot to put an oil filter on my vehicle which directly led to me having to pay over $13,000 for a new motor.
  I opened the claim on April 18,2024 it is now June 27,2024 the claim is still not closed and it has been 25 days since I’ve last spoke to them despite my numerous emails and phone calls.
  It has been 71 days since I have opened my claim.
  To wait this amount of time is ridiculous and to ignore people’s emails and phone calls is unprofessional.

  Business Response

  Date: 07/08/2024

  I reviewed the claim and saw that the claim was reported on 4/19/24 with a date of loss of 4/18/24.  The alleged service date was 10/4/23.  In 6 months the vehicle was driven over 2600 miles.  Mr ****** had the vehicle repaired without prior authorization from Fleet Response.  No pictures were taken by the shop, so we were not able to determine if anything Take 5  did was in any way negligent.  Due to the length of time, number of miles and no way to verify the cause of the engine damage, the claim was denied for lack of evidence of negligence on Take 5.   I have attached a copy of the denial letter that was sent to Jordan Bishop.  This claim is currently closed/denied.  We are more than willing to accept and review any additional evidence Mr ****** can provide to support his claim.  

  Customer Answer

  Date: 07/08/2024

  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!

  my Issues is, I never was told it was denied, I understand my lack of photos, and understand that it may have been denied, but no one ever reached out to me and told me it was denied, i never received an email, a phone call or a physical letter in the mail. It took me filing a complaint with the bbb to hear anything from yall! All I wanted was for a line of communication, and it took 82 days for me to get a final decision. And I have been ignored for the last 36 days.

  so my complaint still stands, this company will ignore you.

• Initial Complaint

  Date:05/29/2024

  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.

  5/15/24 Oil changed @ Take 5 oil store **** ******* **** ***** *** ***** *** ** *****  Contact ************ receipt time stamp 06:46PM on 5/15/24 transaction amount $106.39 GPS time from Take 5 location to my home address is 8.2 miles & 14 mins @ 7:10PM TIME STAMPED video of dipstick dry & oil leaking from under the jeep & under the hood saturated in oil 7:30PM arrive back @ the Take 5 location speak w/ ****** explain wht happened & he called store manager **** I spoke w/ **** on ******’s phone BOTH **** & ****** took full responsibility apologized & **** informed me he would be filing a claim 7:58PM **** calls my cellphone explains claim filed & I would be contacted to have the jeep towed & explained I would be provided a rental & my jeep takes priority bc it is non-operational I asked for a claim # or ref # & **** didn't have that 8:08PM txt received from **** w/claim no ******* & contact # for Fleet Response 3RD party handling claim ************ From 5/16/24 until 5/20/24 there was no successful contact with Fleet response, no messages returned! 5/20/24 I was FINALLY contacted by ******* ****** a senior rep who was arranging the tow to the dealership for a complete diagnostic she was supposed to follow up the call w/ an email to provide contact and claim info and NEVER DID! 2:53PM the tow truck arrives and tows my Jeep to *********** Chrysler Jeep Dodge Ram of ************ 8:41PM Txt from dealership diagnostic complete & cause of oil leak OIL FILTER HOUSING EXPLODED WHICH WAS CAUSED BY TIGHTENING THE FILTER TO MUCH OR NOT ENOUGH & THE PRERSSURE FROM THE OIL MADE THE HOUSING EXPLODE! 5/21/24 until current 5/29/24 ******* HAS NOT COMMUNICATED AT ALL WITH MYSELF OR THE DEALERSHIP! I’VE SENT 4 EMAILS & MADE 10+ CALLS W/ MESSAGES LEFT & NOTHING! ATTORNEYS ARE INVOLVED & HAVE LEFT 2 MESSAGES & SENT AN EMAIL W/ NO RESPONSE! DAY 14 NO JEEP NO ANSWERS FOR SOMETHING THAT IS NOT MY FAULT! Fleet Response needs held accountable! FIX MY JEEP! NO EMPATHY, NO COMMUNICATION!

  Business Response

  Date: 06/03/2024

  I reviewed the claim and see that an incomplete diagnostic was received that outlines what is wrong with the vehicle.  In order to complete our investigation, we need a diagnostic that states HOW this damage occurred and if there would be any negligence on Take 5 for something may or may not have done to cause this damage.  At this time, we do not have anything that would prove negligence on Take 5.  We did not receive any photos of the damage, which is absolutely needed to determine scope and origin of damages.  Once the complete diagnostic is received along with pictures, we can move forward with the liability portion of this claim and determine what, if any, negligence occurred.  Until then, we are unable to proceed with this claim.  We also need a letter of representation so we can review the claim with the attorney.  

  Customer Answer

  Date: 06/03/2024

   I am rejecting this response because:
  
  ************************************************* 

  the link above, to a 3 minute over view of the entire vehicle, was provided with the written diagnostic by the dealership and emailed to the assigned claims representative ******* on 5/21. After several attempts of unsuccessful contact it was never confirmed or denied until NOW that the report sent on 5/21 was even received, much less inadequate. Furthermore, ******* had the direct contact number and email for the assigned dealership representative who could have provided such information had contact been made to myself or the dealership to make someone aware further information was needed to process the claim. The letter of representation was also sent. Contact between my Attorney and ******* has been made and additional information was sent to ******* today, 6/3/24 for further instruction. I will reach out and update BBB when I have further information. 

  
  

  Business Response

  Date: 06/07/2024

  A response to ***** and her Attorney's information was submitted on 6/3 by *******. In order to properly determine if Take 5 had any negligence or completed the oil change incorrectly, we need to know exactly what the cause of the leaking is.  Liability is still outstanding and cannot be completed until we have proof of what the root cause of this damage is.  Until then, there is little that can be done to move this claim forward. 

  Customer Answer

  Date: 06/07/2024

   I am rejecting this response because:
  The communication with Fleet Response has been NON EXISTENT! In 8 days I will be without a car for a whole month !!!!! If there is more information needed how am I or my Attorneys supposed to know if communication is NEVER MADE! ******* stated she needed more information and that information was sent to her on June 4 2024 and again she never confirmed receipt and has not returned any calls or emails since. Fleet Response along with ******* have the dealerships information there is absolutely no reason why they cannot be contacted directly by Fleet Response or ******* to obtain whatever information is needed. The diagnostic report reads “LIKELY CAUSE OF FAILURE DUE TO OVERTIGHTEN FILTER WITHOUT LUBRICATING SEAL ON RECENT OIL CHANGE” what more cause is needed !!!! The dealership was not on site at the oil change nor where they on site when it exploded so they are providing their professional mechanical opinion and Fleet Response is doing everything in their power to drag out this process. On June 4 2024 the dealership took photos per *******’s request and even circled parts for her to easily identify the damage and NO RESPONSE! My attorneys will be moving forward with litigation at this time that is clearly the only way my Jeep will be fixed and back on the road. I have provided EVERYTHING asked of me in a timely manner, I have been respectful and patient this is absolutely ridiculous and extremely unprofessional. Take 5 should be made aware how Fleet Response handles their customers and the negative reflection that puts on Take 5. 
  
  

• Initial Complaint

  Date:05/09/2024

  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.

  Please see attached documentation regarding the interactions between. Myself, Fleet Response and Take 5 Oil Change.

  Business Response

  Date: 05/14/2024

  We received this claim on 4/10/24.  The claim rep reached out to Mr ****** a number of times where we advised him of exactly what the needed documentation is in order to determine liability.  Mr ****** is responsible for fully supporting his claim and he has not submitted the necessary documentation to support his claim.  At this time, liability on his claim is still outstanding as nothing has been accepted or denied.  Once receive the documentation needed, we can re-open the claim and proceed with the liability investigation.  Our contact information was provided to Mr ****** for any questions.  

  Customer Answer

  Date: 05/16/2024

   I am rejecting this response because:
  
  
  Fleet Response or Take 5 Oil Change has not contacted me regarding this matter.  There is no offer to reject. 
  

  Customer Answer

  Date: 05/23/2024

   I am rejecting this response because:

  The response does not address most of my concerns. 

  I was told by **** ***** (a Fleet Response Representative) during the initial claim that that working with ******* would make reimbursement easier which gave me immediate concern. 

  The VW dealership already determined that the leak in the oil gasket was determined to be due to a cracked oil filter they found no other leaks at that time. ******** is the service manager at ******* **. His cell is *** *** ****, he is the one who wrote the report. I have also attached the invoice and highlighted the part where it states that the leak is caused by a cracked oil filter. If picture were required, the dealership should have been alerted while in the shop.

  There are 14 bolts holding on my undercarriage. To take a picture of my undercarriage, which would be require my vehicle to go back to the shop. I have already spent nearly $900 and have not even addressed the oil stain issue. I have also had to miss appointments with some of my most critically ill patients as a result. Due to the past interactions that I have had with Fleet and Take 5, I am hesitant to invest any more money into this project with hopes of reimbursement.  This has already been communicated with your agent. 

  I have also included witness statements (and a picture of the oil stain in my driveway) attesting there were no oil spots in my driveway prior to the Take 5 Oil Change on 4/8/2024 and there have not been any oil spots since. 

  I can provide their phone numbers upon request.  
  
  
  

  
  

  Business Response

  Date: 06/03/2024

  While we understand the frustration and explanation of what Mr ****** is saying, he has submitted NO photos or anything that can support the claim.  Again, no liability decision has been finalized.  As requested over a month ago, we need photos to support his claim and he has not provided anything of the sort.  

  Customer Answer

  Date: 06/04/2024

   I am rejecting this response because:
  
  
   There still has not been a resolution by Fleet or Take 5. 

• Initial Complaint

  Date:05/06/2024

  Type:Facilities 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.

  On 3/10/24 my vehicle broke down and I had it towed, mechanic stated that oil was empty and had not been put back on correctly, reported issue to oil change co, Take 5 on 3/10/24, they referred complaint to their third party insurer Fleet Response. I have been waiting since 3/26/24 when I received claim number and contact info for my car to be repaired. I have made more than 17 calls to claims rep at 1 *** *** ****, her name is ****** ******, ext ***, claim number is ********, I have NEVER received a phone call from her, I have spoken to the mechanic where the car is waiting to have work done and to one or two other people at Fleet response. I have been without a car since Mar 10, waiting for them to approve the claim so work can be done and I can get a rental, have numerous charges for Lyft and Uber

  Business Response

  Date: 05/09/2024

  This claim came in late March under *******'s daughter's name-********.  We attempted correspondence with ******** , then with *******. Incorrect vehicle location and vehicle model information was given to us at the start of the claim which created a significant delay in getting a hold of the correct place.  After the vehicle owner authorized the diagnosis of the vehicle, it took until 4/30 for the shop to provide it.  We reached out to the shop for additional information, which they responded to on 5/6.  We have forwarded the information to our client for review and a final liability determination will be presented to the ******* in the next day or so. 

  Customer Answer

  Date: 05/09/2024

  I would simply add that the company has NEVER contacted me, ******* Welding, regarding this complaint. My daughter works as a nurse so she is unable to make phone calls during business hours so I have been responsible for the communication. I have contacted the claims rep 22 times by phone from 3/27 to present. As far as incorrect information goes about the vehicle's location, we did not provide incorrect info, an employee at the pep boys incorrectly stated that the car was not there. This could have been corrected the same day if the claims rep had called me and said that Pep boys stated they did not have the car. Every step in the process has taken weeks to accomplish because of the lack of communication. I am already out of pocket hundreds of dollars in charges to lyft and uber in order that my daughter can use my car to travel to and from work. I want assurances from the company that communication will actually occur with me so that we can get the matter resolved. 

  Customer Answer

  Date: 05/09/2024

   I am rejecting this response because:
  
  
  while their response is factually true, they have NEVER responded to any of my phone calls nor called me when questions or issues arose so every step in the process has unnecessarily taken weeks to accomplish. I am not confident the matter will be resolved any time soon.

  Customer Answer

  Date: 05/10/2024

  Fleet Response contacted me yesterday via email. This is their email denying my claim:

  "I have been in contact with my client regarding this claim for your daughter’s vehicle. I have been asked by Russell to get back with you via email due to work schedule. The claim has come back unfortunately denied. There is no indication of oil leaks or anything relevant to the Take 5 service. This vehicle also drove 4,458 miles and 6 months before issues began or were reported. Therefore, Take 5 Oil Change hasn’t been found liable for the issues your vehicle has been experiencing.
  
  If you have any additional statements or proof for this claim that can state otherwise, please submit or have the shop submit to my email address."
  

  I don't have an issue with a claim being properly investigated and denied however this email includes several statements which are not true. The car had an oil change in Nov of 2023 and was driven very little between then and March on 2024 as my daughter was not working for much of that time. When the car broke down 3/10/24 and was towed to Pep Boys, the Pep Boys mechanic checked it out and stated immediately that it had 1) absolutely no oil in it, 2) the oil pan had not been put on properly thus allowing all of the oil to leak out and 3) the engine had seized and was blown. I am asking for you to request Fleet Response to evaluate the claim based on factual information before denying it. 

  Customer Answer

  Date: 05/17/2024

  I am following up with my rejection of the business response from 5/10/24. I am wondering what is the timeframe in which I should anticipate a response? Thank you

  Business Response

  Date: 05/17/2024

  The denial is based 100% on fact.  The odometer at the time of service was 126,248.  The odometer at the time of engine seizure was 130,706.  The vehicle was driven 4458 miles before issues arose.  There is nothing that was presented to us to determine that Take 5 had any negligence in the this matter.  Therefore, the claim is denied.   As always,  if there is new, additional evidence(that has not already been considered), please feel free to submit for review.