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: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. 

• Initial Complaint

  Date:04/30/2024

  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.

  Dealing with this third party inc company to get justice for the damage that has happen to my vehicle

  Business Response

  Date: 05/06/2024

  After reviewing all the evidence and documented statements this claim was denied due to no negligence on Take 5 Oil.  The oil filter housing was serviced/replaced by a different company and their repair was at fault for this loss. 

• Initial Complaint

  Date:04/16/2024

  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 March 4th, 2024, I took my vehicle to the Take 5 Carwash in ***** *****. As I entered the carwash, the brushes were hitting the vehicle so hard it shook the whole vehicle. When I was done, I did the normal thing and dried the water from the windows.
  
  Upon doing this I noticed deep scratches on the grill and hood of the vehicle. I immediatly reached out to the managers on site who stopped the carwash and inspected my vehicle. They saw the scratches and had me fill out a form and told me someone would reach out to me shortly.
  
  A couple of weeks later with no response, I reached out to the manager again who told me they had viewed the video of the incident and saw that there was no damage to the vehicle when I entered the carwash, but clearly saw the damage as I exited the vehicle. Clearly showing the damage happened in the carwash. He assured me they would take care of any damage that occured.
  
  A month later I finally hear back from their insurance, Fleet Management, who denied the claim as nothing was found on the brushes, therefore it couldn't have happened in the carwash. When I questioned the lady about the video showing the damage, she said there was no video submitted nor pictures, that she was only told that there was nothing on the brushes and that's why she was denying the claim.
  
  I reached out to the managers at the carwash who again said the video clearly showed the damage was not there before I entered and clearly was there as I exited the carwash and there was no doubt it happened inside the carwash. Both managers told me no-one from Fleet Management had spoken to anyone at the carwash about my incident and that they had e-mailed them several videos showing no damage entering and damage exiting the carwash. They again assured me it would be taken care of and they would contact Fleet Management and get it resolved.
  
  Since then I have reached out numerous times, via e-mail and phone calls, to the agent at Fleet Management with no response...

  Business Response

  Date: 05/07/2024

  [[BBB transcription via email]]

   

  We addressed Mr ************* complaint directly with him on 4/4.  This claim was denied due to no negligence found against Take 5.  After viewing the video and reviewing the statements from the customer and site, we found that there was no procedural failure and no negligence on Take 5.  Mr Kristiansen was understandably upset at the decision and filed this BBB complaint. 

  Customer Answer

  Date: 05/07/2024

   I am rejecting this response because:
  
  
  Business claims they rejected the claim after viewing the video and talking to the site.   When I spoke to them on the 4th, they said they had NOT viewed the video and did not know it existed.   They had also NOT talked to the site managers at that time.    They also told me to talk to the site and have them send the video to them and they would review it.   Since then nothing has been done.   

  The site has admitted it was their fault,  however this company,  without viewing the evidence,  has decided they are not at fault.   Very shady,  which probably explains the F grade....

  Photo of the damage attached,  with scratches perfectly matching the rollers inside the carr wash... both in direction and markings.

  Business Response

  Date: 05/09/2024

  A complete investigation was conducted prior to denying the claim.  We interviewed all people involved and reviewed the evidence.  The damage to Mr ************* vehicle is not consistent with anything the car wash would do.  The damage is isolated to one area.  If there was a malfunction with the rotating brushes or debris that got caught in the spinning brushes, the damage would span the entire length of the vehicle from front to rear.  Again, none of the evidence shows negligence on Take 5, and claim remains denied. 

  Customer Answer

  Date: 05/10/2024

   I am rejecting this response because:
  
  
  A very simple solution,  there is a video of my vehicle entering the car wash,  without damage.   There is a video of my vehicle coming out of the car wash with damage. 

  Site manager stated the video shows no damage when i enter and shows damage when I exited.  

  Provide this video.... or a video contradicting what the manager is stating.   You should have my email on file already. 

• Initial Complaint

  Date:04/05/2024

  Type:Facilities Issues
  Status:

  UnansweredMore 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 1/30/24 I had an oil change and coolant flush at Take 5 #***. Unfortunately, following this service, my Outback was running significantly different, which led me to make an appointment at the Subaru dealership on 02/06/24. The inspection revealed that my engine had been overfilled by 2.5 quarts of oil and that "an engine with too much oil will no(sic) move correctly."
  
  The Take 5 Manager has been completely unresponsive. I called on 2/14 and was told that I would receive a call back. 2/21 I stopped by Take5 to speak to the manager. I was told he was out of town and would be back the following day. I left the shop receipts from Subaru and take 5. At no point have I heard from the store manager.
  
  2/24 I received a call from fleetresponce stating they represented Take5. I told them that I believe Take5 overfilled my vehicle with oil. I provided them with receipts from Subaru and Take5. I also pointed out a number of errors on the take5 receipt which underscore a lack of attention to detail and support my case. The errors include:
  - My Zip Code is *****, not *****
  - My Email's ************************, not ******************* - My mileage was recorded inaccurately, it was 146,364 on 2/21, not 154,768.
  
  I requested a refund from Take 5 $***, and reimbursement for the oil change I need to get at the Subaru dealership to fix the my oil being overfilled by Take 5. This came to $406.13 (Take 5 Services: $222.39 and Subaru Oil Change: $183.74). I submitted documentation and receipts supporting my claim.
  
  Fleet responce has denied my claim twice. They state they can tell the amount of oil being removed from my engine from a video. They refuse to tell me the oil extractor model or provide video evidence. I don't believe they can tell +/- 2qts based on the size of the drum that the extracted oil goes into - certainly not from a video.
  
  The contact information is:
  **** ******  | Claims Specialist
  ***************************** *********************

• Initial Complaint

  Date:03/25/2024

  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.

  *****WE HAD NO ISSUES WITH OUR KIA SERONTO BEFORE THE CHAIN OF EVENTS LISTED BELOW*****
  
  On November 10, 2023 we took our Kia Sorento to store number #*** in ******. After the oil change service was complete, we drove off and noticed the oil light icon on the vehicle. On 11/17/2023, the vehicle was taken to store number #*** in ********. The technician refused to assist us with the oil light indicator and informed us to return to store number #***. On 11/24/2023, the vehicle was taken back to store number #*** and the technician attempted to reset the mileage counter on the vehicle. He was informed that the reset had nothing to do with the oil light indicator. The technician was very rude and informed us that we had a crack in the oil pan and proceeded to check us out and had us remove the vehicle from the pit. On 12/1/2023, The car was taken to ****** at store #***. We explained to ****** what had happened at the previous two locations. ****** proceeds to conduct an investigation. He confirmed that there was no crack in the oil pan and he stated that the drain plug was bad and could've been replaced at store #***. He replaced the plug gasket that was supposedly replaced at store #***. ****** gave us fresh oil due to the oil that was lost. A diagnostic was performed by another mechanic shop and it was determined that the oil light indicator was on due to oil light housing and was informed to return the car back to Take 5. The car was returned to store #*** due to constant issues with the oil light indicator on February 3, 2024. They could not determine the cause of the oil light indicator. After voicing a complaint, ***** of Take 5 contacted us on March 14, 2024 to take a look at the car. He confirmed the leak and said he will file a claim. After submitting numerous supporting documents regarding the issues we had with the vehicle and Take 5, the insurance company closed the claim. We need a resolution to this matter ASAP. We have all supporting documents disclosing the incompetence and negligence from Take 5. A BBB will be filed to support our claim. Fleet Response will do whatever takes to cover their client (Take 5) negligence.

  Business Response

  Date: 03/26/2024

  I am unable to locate a claim for this customer in our system.  Please provide the Fleet Response claim # and the VIN of the Kia Sorrento so I can review the complaint.

  Thank you.

  Customer Answer

  Date: 03/29/2024

  I am rejecting this response because: We've received the same correspondence when interacting with this company. Somehow, they're unable to locate our claim. But to further assist you, here's the information requested, again: Claim number provided from ****** *******, Customer Service Representative with Take 5: **********. VIN: *****************. 
  

  Business Response

  Date: 04/03/2024

  Mr. *******,

  I have located the Fleet Response claim number.  It is *******, claim is filed under ******* *****.  There is no indication that these vehicle damages were caused by Take5. The vehicle was driven over 1200 miles before the complaint was filed.  On 11/24 it was noted by Take5 that the vehicle had an oil pan gasket leaking oil.  The diagnostic provided does not state fault or the cause of the issues.  Claim remains denied.

  Customer Answer

  Date: 04/05/2024

   I am rejecting this response because: The car was driven 1200 miles and was taken to a Take 5 on 5 different occasions. A copy of the receipt was provided in the BBB complaint. Failure to acknowledge and accept responsibility will lead to litigation. We're now requesting a full refund.  
  
  
  
  

• Initial Complaint

  Date:12/22/2023

  Type:Customer Service 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.

  Like many here, my vehicle was damaged when a Take 5 Car wash employee asked me to back up in the tunnel. When I brush became wedged on the roof of the car, the employee then forcefully yanked it from the top of the car, causing scratching to the trunk lid and side doors, along with an obvious dent on the roof of the vehicle. This was captured on video, along with my inspection of the damage. When I could not reach the management office after calling for several days, I submitted a report to management in person when my schedule allowed me to return to the site a week later. The manager accepted responsibility and submitted the claim, along with photos. I thought it was over, but man...I was wrong. After being unable to reach anyone once again for several weeks, the accepting manager stated he had lost the form. I provided a second copy. Still nothing. When I reached out and made a report directly to Fleet Response, I finally got a claim number. Two months after the incident, they have now declined responsibility, claiming there "was no evidence" the damage was caused by "Take 5 Oil." I am a retired police officer trained in accident investigations, as if this incident would even require anything beyond common sense observations and video footage to review the exact damage event. My claim rep, *******, also states in a voicemail that reporting requirements were allegedly 24 hours, which has not been stated anywhere or by anyone during this process, but was also not true in any case if she had actually asked me prior to a denial. Not once have I spoken to give testimony, nor do I have any idea what evidence was reviewed, if any. This is a systematic practice of denials intended to protect their clients by forcing their victims to enforce their rights for damage claims through complex, expensive, processes. I intend to protect my rights through all means necessary and others should be educated of such practices as well through public forums.

  Business Response

  Date: 12/28/2023

  This claim came as a disputed claim on 12/12 by our client,
  Take 5 Car Wash.  We at Fleet Response
  investigated the claim based on the evidence available to us.  The incident took place on 10/22 and video is
  kept for 30 days so by the time this claim came to us viewing the video was not
  an option.  Per the manager of the
  location, the claim was presented a week after the incident.  The damages presented to us by the claimant,
  Mr *****, are not consistent with anything the car wash would typically
  cause.  With no video and no witnesses,
  we are not able to definitively assess fault to Take 5 Car Wash.  At this time, this claim is word vs. word and
  therefore we are not able to accept liability for this loss.  If new information and proof is presented that
  would refute the denial, we would be happy to review it.  

  Customer Answer

  Date: 12/29/2023

   I am rejecting this response because: This firm, hired by ****** ******, pretends to "investigate" claims, but does so in bad faith in my opinion, and does not take simple reasonable steps to validate a claim. When I spoke with the representatives at Fleet Response, they stated they had "reviewed the evidence," which amounted to nothing more than the pictures of the damage apparently provided by the manager I had met on 10/31.  This manager was the first person I could actually reach, after being unable to get anyone to answer the phone for days at the location. This was consistent with the feedback I have received from at least two Fleet Response employees as well. The Fleet Response representative responded to my question about what happened with "You tell me." When I asked if they were aware the vehicle had been directed to back up in the wash by the cash wash staff, they said they had not heard this information from anyone and acknowledged this did not sound like a standard operation damage. I further explained that on the 31st, when I was able to reach someone at the facility, the Manager present spoke with both me and the employee who pulled the brush from my car (causing the damage). The now terminated Manager said it was approved and that he'd send the footage to Fleet Response as well. I took him at his word. Why Take 5 Car Wash destroyed this evidence and did not do as they stated seems to have no effect on Fleet Response's "investigation" rationale. Instead, they are now simply taking the word of the District Manager, ****, who has never spoken to me about despite numerous requests and was not on site when this occurred. I am a retired police officer with deep experience in accident investigations, and take my credibility seriously. In my opinion, Fleet Responses' poor faith "investigations" are nothing more than an illegal and systematic approach to automatically deny victim claims for the benefit of their client, ****** ******, a multi-billion dollar public company. I intend to pursue any and all means to stand up against this practice, and frankly find it shocking the lengths this company will go through to avoid such a simple damage claim.