ComplaintsforFleet Response
Fleet Management
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Complaint Details
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Initial Complaint
10/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My car needs a front windshield camera replaced due to Safelite breaking it. I want to dealer to fix it. We have sent SEVERAL estimates and for one reason or another Fleet Response keeps saying they need something different, or removed, or split up, or anything other than just paying the claim! This has been going on since August! My car is at the dealership awaiting the repair and I can't get anything done!Business response
10/28/2024
To whom it may concern:
Fleet Response has diligently worked to obtain a comprehensive and accurate repair estimate from Checkered Flag repair shop which included a breakdown of the parts, part number, labor hours and labor rate. We have successfully received a complete estimate, which has been approved for payment. *** ****** has been informed of this approval, and the vehicle is currently undergoing repairs at the shop. We will process the payment to the shop for the repairs, totaling $2,055.98, upon the completion of the work.Initial Complaint
10/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Take 5 and Fleet Response have to be some of the most unprofessional and crooked con-Artist I have ever seen. I took my car to Take 5 on 10/8/2025 to the shop off Lee Road in Orlando Florida. I wanted a regular oil change which they did, but then recommended a Coolant Exchange. I agreed to the service figuring it was about time for one. The Car was working fine before this, no Coolant issues, no leaks, nothing. After the service was performed the next day I get an Engine Overheating notice on my car. It's apparently losing Coolant and I have no idea why or from where. I tell Take 5 about the issue and they said I need to have the Coolant Exchange redone. So one of their representative come out to me and bring about 5 bottles of coolant to help me reach the Shop on Lee Road. The car would lose Coolant every 7 mins or so from driving so Myself and the representative for Take 5 would have to pull over and add coolant. Once it got to the shop they redid the coolant service 3 or 4 times and nothing worked so they said they will do a claim on there end and I should do a claim aswell with Fleet Response. Fleet response had my car towed to a meinke for diagnostics It has been a headache ever since. They never provided me a rental Car, kept giving me the run around and wanted to deny accountability. The repair man at Meinke himself said the coolant exchange was done improperly and too much pressure was used which damaged a hose in the process and them repeating the procedure over and over made it worse. Once they told Fleet Response this, my claim rep ****** said they would not take accountability because the hose that was damaged they said was caused by wear and Tear and not from the coolant exchange. Which a lie, because nothing was wrong with the hose before hand and I had no issue with my coolant or engine overheating. They are doing this all over a $350 repair. All these reviews and complaints are extremely accurate. Legal Matters are underway for negligenceBusiness response
10/21/2024
Fleet Response conducted a liability investigation into the claimants claim that our client is responsible for damages to their vehicle. After reviewing the facts and information surrounding the claim it was found our client did not act negligently when performing the coolant flush. Heater hoses break down over time due to electrochemical degradation, which can cause micro cracks in the hose, which can lead to pinhole leaks and/or hoses to burst. A rental was not provided as liability had not yet been determined as we were conducting a liability investigation. Once the liability determination was made the claimant was notified in a timely manner of the denial determination.Customer response
11/03/2024
This company has been a headache. The Mechanic at ****** has said the issue was caused by negligence from Take 5 when doing the Coolant Exchange! No damage prior or anything of the sort. You can see from the vast complaints about Take 5 and this company Fleet Response that they do bad business! Fleet Response is the one who ordered for my car to be towed and for the repairs to be made and now are not trying to pay and is giving everyone (Including ******) the run around. They are at Fault and refuse to own up to it. This company is Shady and needs to be shut down / investigated. How can they still be in business after hundreds of complaints and issues of consumers all going through the same thing! Everyone is telling the truth! I just need my repair paid for from the damages that Take 5 and Fleet Response has caused!Business response
11/04/2024
Fleet Response did not order the claimant vehicle to be towed. The claimant vehicle was not drivable due to the damages to the vehicle and Fleet Response offered a courtesy tow, which the claimant willingly accepted. The claimant also did not have a mechanic shop of choice and elected to the take the vehicle the mechanic shop that Fleet Response was able to locate for them.
The diagnostics provided by the mechanic shop does not indicate in any way that the damages were directly caused by Take 5. The diagnostics report reads "Customer took the car to Take 5 and did coolant flush, after that customer stating that car was over heating". This is no way, shape, or form places blame or acknowledges fault of our client.
Fleet Response conducted a thorough, good faith liability investigation into the claimants came and was provided no documented evidence that would indicate our client acted negligently or is liable for the damages to the claimant's vehicle. As such we issued and maintain the denial determination on the claim file.
Customer response
11/04/2024
I am rejecting this response because:
The Car over heating was caused by the Coolant Exchange done at Take 5! The Mechanics at ****** have said numerous times that too much pressure during the exchange broke / damage the heated hose. Then when Take 5 kept doing the coolant exchange over and over again to try and fix it, that made it worse. The representatives at Take 5 were the ones who told me to start a claim because they couldn't fix the issue that was caused. Which then your company Fleet Response took over and ordered me a Tow because the vehicle wasn't drivable. Then the representative on the phone asked me to choose from a list of Mechanics in the Area so they could see what the issue is. Fleet Response organized all of this, not me. Take 5 themselves initiated the claim and told me to file one aswell to speed up the process! Your client Take 5 is at *****, just how they are probably at fault for all the other numerous complaints you have going on. Your bad reputation and negligence has been documented numerous times all over the BBB and ************* all signs point to you guys are doing bad business! ****** has stated numerous times that you guys should pair for the repairs which you caused. You can't lie and get out of this one. Take ownership and responsibility for this issue you have neglected. It's not right and I will fight this until you make this right. Others have let you get away with bad business, but your not gonna come your way outta this. Not this time Fleet Response!Initial Complaint
10/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On May 24, 2024, I took my vehicle to Safelite for a windshield repair. During the repair, a piece of machinery crashed into the side of my car, causing significant damage to the front passenger door. After this incident, it took several months of persistent follow-up via phone and email to finally have Safelite submit a claim to their insurance provider, Fleet Response. To expedite the process, I obtained a repair estimate from Caliber Collision, which included the cost of recalibration recommended by Subaru, the manufacturer. Despite this effort, Fleet Response has been uncooperative and has consistently delayed the process. They are now attempting to refuse coverage for the recalibration, which is a necessary part of the repair. I have come across numerous reviews on Fleet Response's Google page, where they have a rating of just 1.7 stars based on 117 reviews. Many customers report similar issues, citing poor communication and apparent tactics to avoid full reimbursement for claims. This pattern suggests that my experience may not be an isolated case but rather a common practice within their claims department. My request is simple: I would like Fleet Response to pay the full amount quoted by Caliber Collision, without requiring me to return to Safelite or any of its affiliates for further repairs. Based on this experience, I have lost trust in both Safelite and Fleet Response to handle this matter adequately. I am seeking the BBB’s assistance in resolving this issue promptly and fairly. Thank you for your attention to this matter.Business response
10/17/2024
Unfortunately, there are occurrences where body shops and responsible parties disagree. We were able to overcome any disagreements on this claim and the repair estimate was approved. Payment issued on October 16, 2024 in the amount of $2,782.26. Ms. Thorson was happy with the resolution and our claim was closed. I have attached a copy of the repair estimate and payment transmittal and can provide further documentation upon request.Customer response
10/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
10/07/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On August 26, 2024, we experienced an incident at Take 5 while getting an oil change. The oil change was improperly installed, causing our car to smoke from an oil leak due to an oil filter that was never changed during the process. We called Take 5 the following business day to inquire about a refund. It is now October 7, 2024, with no refund in sight, despite being emailed on September 19, 2024, stating that it would take 7-10 business days for us to receive the refund. It has been frustrating and a hassle to get in contact with anyone from their partner, Fleet Response, to obtain more information and finally resolve the situation.Business response
10/08/2024
Fleet Response does not handle claims for refunds only of service and these need to be addressed with the branch the service was performed at. This is the directive of corporate from Take 5.Customer response
10/08/2024
I am rejecting this response because: I received this email detailing that they are in charge of the refund process so this claim is false
Business response
10/08/2024
I can appreciate you choosing to reject the response, however, the solution remains the same. We do not handle reimbursement for Take 5 and you will need to address this with the branch location you received service at. We handle claims for vehicle damages, not reimbursement for services.Customer response
10/08/2024
I understand your response but it has been going through your company
please refer to highlighted section
Initial Complaint
10/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 09/26/2024, at approximately, 6:00 p.m. I took my care for an oil change at Take 5 (*** ** *** ** ** ********** ** ***** · ***** ********).While attempting to change the oil, the technician damaged something under the engine block.The manager (whose name I do not know, but his Supervisor's name is ***** - ************) stated to me that Take 5 took responsibility and would refer me to Fleet Response as their insurance carrier for damages.Since then, it has been fully my responsibility to resolve this matter; Take 5 has taken the position that it is up to me to work it our with Fleet Response.On 09/27/2024, ****** (************) with Fleet Response left me a message to call her back related to my case, reference number ********. Since then, I have called her I believe twice, if not more, and she has not returned my calls.09/30/2024 (************) twice spoke to a service representative who assured me she would pass on the information to ****** (extension ***) and that he would call me back, as he was in charge of my claim. ****** did not call me.10/01/2024 Called ***** (************) at 8:35 am and left a detailed message stating I had not received call from Fleet Response.On Tuesday, October 1, I visited Take 5 to ask for help, as my car had not even made it out of their establishment. I was shocked to find out the hood of the car had been left unlocked and exposed since the 09/26 damage incident. the local manager apologized and said he would shut the hood.The manager and ***** claimed they had inadvertently given me the wrong Fleet Response contact information and they gave me a new number: ************.On Oct 2nd, I called twice and was again told ****** would call me, and he did not.On 10/04 I called twice and again was told ****** would call me, and he did not call.On 10/05, I texted ***** letting know there is no resolution to this case and that Take 5 needs to handle the matter with Fleet Response, not me.He did not respond.I am paying $120/day for rental.Business response
10/07/2024
Fleet Response is in receipt of the claim file. One of our representatives attempted contact with the claimant on 9/27/2024 and 10/1/2024 with no answer from the claimant. We handle calls in the order they are received and will continue to make every good faith effort to connect with the claimant to begin the claim process and investigate the claim accordingly.Initial Complaint
09/27/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had originally gotten my routine oil change at a Take Five on December 9th 2023 at **** **** ************ ** ***** *** When I had went for my next oil change (a take 5 in ********) in the summer (based on the mileage sticker take five had attached to my windshield), the individuals there said they could not remove my oil cap. I had went to a second location of Take 5 in ******** to see if that team could remove the cap and they said they couldn’t either. I knew this was a problem once two different shops confirmed the same issue. The Take 5 workers had instructed me to go to a BMW service shop so they could help me get my oil changed since the last individual working on my vehicle had caused damage. I took my vehicle to BMW of ******** where they let me know the previous individual stripped my cap and they needed to use a special tool to remove the cap and replace my oil. I have called take 5 customer service where they informed me that fleet response handles all claims. My claim was denied due to “too much time” but that is unacceptable due to the fact I changed my oil as instructed based on mileage. I have submitted evidence and followed up with my claim representative to be ignored, put off, and now instructed to “contact my insurance” company. I have never experienced anything more frustrating. I would like to be reimbursed for the cost of the service at BMW as I have had to come out of pocket ($131.55).There is nothing that can reimburse the time I have spent going back and forth between these two companies but I have come here to hopefully find a resolution.Business response
09/30/2024
We reviewed the claim file and facts of loss presented by the claimant. We issued the denial on multiple occasions to the claimant as well. The facts stands that there was several months between services and nothing notes outside of word of mouth and opinions that the damages were a result of service by our client. No evidence has been presented that directly links the claimant damages to the service received in December 2023.Customer response
09/30/2024
I am rejecting this response because:
There was months between the notes because that’s how long it takes to get your oil switched. You get your oil switched when you reach the recommended mileage, AS TAKE 5 PLACED ON MY WINDSHIELD. I had followed directions. The proof is the images that I had submitted and the employee of BMW had submitted a paragraph explaining the extent of the damage. The last company to touch my car prior to BMW and its oil cap was take 5 so how are you going to tell me there is no proof ? Do you want me to get my oil cap tested for finger prints? I will take the cap to the sheriffs department if need be.Initial Complaint
09/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
In May, vehicle was Damaged by Take 5 Oil Change. Reported Damages, I received a call from Fleet Response, I have worked with 3 different Claims Representative regarding my Claim ******* and provided documentation requested. I was placed in a Rental while vehicle was in the shop for repairs. Vehicle repairs have been completed and Fleet Response still has not paid invoice as promised, please see attached invoice. On 9/25/24 I received a phone call from rental car company stating that Fleet Response is stopping payment on Rental, no one from Fleet Response has contacted me nor have the claim been paid to BMW. Despite number of attempts contacting, As of 9/25/24, I contacted all parties, Fleet Response via phone and email including Supervisor. I spoke to Caroline in Accounts Receivable and Ahmed in the Service Dept at BMW both have confirmed invoice has not been paid and followed it up with an email. Please be advised that BMW will not release my vehicle until payment has been made in full. Fleet Response shall continue to pay for the rental, until this claim has been paid and I have received confirmation via verbal and email with confirmation #.Business response
09/25/2024
The claimant is still in the rental and Fleet Response extended the rental while we sorted out the payment processing to the claimant body shop. Sometimes the extension request from our system to Enterprise can be delayed. We made two attempts to pay the body shop but did not have the correct email address so our credit car link payments, which were sent on 9/20/2024 and 9/23/2024, did not get to the correct person. As of 3:30PM we received the correct email address and are working to remit payment to the shop for the repairs we covered for the claimant. Rental remains current and active for the claimant.Initial Complaint
09/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I drive a Mercedes 2020 took my car for a oil change at take 5 oils on August 25th on the morning of August 26th my car started smoking out of the exhaust and started shaking I took it to closest Mercedes dealership, which was right around the corner. During the diagnostics they discovered that my engine was overfilled with oil and it caused $4800 worth of damage. I asked him to take pictures as well. I made a claim with Take five on August 26 the same day I took my car for a diagnostic test. Escalated my claim four times until somebody got to me. Once I got the adjuster, her assistant Failed to provide me with the information that I needed Yelled at me over the phone hung up on me When I asked her to give me a basic respect of letting me speak before she starts interrupting me. I addressed the issue with my claims adjuster but she didn’t seem to care too much. After I sent all the documents that they needed and asked for I stopped getting any responses. I emailed my adjuster multiple times She never responded to me. I called and I finally got to speak to somebody. She put me on hold and she spoke to my adjuster she told me that my adjuster said she will call me by the end of the day and For me to feel free to send a letter of representation. Never said anything about my case or addressed Any of it. Needless to say that, I never got a call back from her. Fleet response is The insurance company covering Take 5 Oil And the ones I’m dealing with right nowBusiness response
10/02/2024
Fleet Response investigated the claim that submitted regarding damages to the claimant vehicle. We were able to secure and review video footage evidence that showed that the proper amount of oil was evacuated from the vehicle and the proper amount of oil was promptly put back into the claimants vehicle. There was o evidence provided by the claimant that support their claim that our client was at fault for the damages and the video footage indicates all proper procedures were done during oil service. based on the evidence we did review, liability was denied on the claim file. We attempted to contact the claimant twice by phone but the claimant did not answer and we were unable to leave voicemails. An email was sent to the claimant as well on 10/1/2024 to notify them of the denial determination the claim file. A letter was also put in the mail on 9/30/2024 outlining the denial determination.Initial Complaint
09/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Take 5 Oil change damaged my vehicle, which caused a fire and burned down 2/3 of my car and threatened my wife’s life. They gave me a claim# and contacts to Fleet Response. At Fleet Response they told me that their client wants a fire inspector to come and survey the vehicle but they don’t know when it can be done. Today is almost a month and they still don’t even tell me that they scheduled that inspector visit. It looks like the company is fake and is made to drain your energy so that you won’t go to court with their clients.Business response
10/02/2024
The claimant cause of loss is undetermined and at this time the claim is being investigated. We are working to secure a fire inspection to determine the root cause of what caused the fire with the claimant's vehicle. While we work diligently to secure this inspection on our end, the claimant does have the option to file a claim with their carrier as well or secure a fire inspection on their end to support their claim against Take 5. At this point in time, other than having service completed at Take 5, we don't have evidence to support the claimants claim that Take 5 is the cause, however, are making every good faith effort to work toward an inspection and resolution on the claimants claim.Initial Complaint
09/10/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Accident complaint with take five car washing ******* *******. Responce claim number is 143-0295. The name of the insurance company that a complaint is filed against is Fleet Response ********************************************* incident happened June 19, 2024. Claim was denied by first response. I was never contacted nor did they look at my vehicle which had over $800 worth of damage to do it rear of it said that had a sensor that failed that caused it, but there was no evidence to show that it was their responsibility. Reviews on Fleet Response out of *********** is terrible nor are they. A member of the better Business Bureau I need to be reimbursed since the incident of that happened was responsibility of their equipment failure nothing to do with what I had in the car wash. If you guys can help me out then Ill just take another avenue. Thank you.Business response
09/17/2024
According to the facts of the loss, the customer did not follow the instructions he was given to move his vehicle properly through the wash, resulting in his vehicle damages. Customer was instructed by employees at the wash to put his vehicle in "neutral", but instead he put the vehicle into "park", then into "drive". This action caused the wash rollers to be misaligned, and vehicle was not able to be properly pushed out of the tunnel. This resulted in the next vehicle behind to be pushed into this customer's vehicle. There is no evidence of negligence on the part of the wash employees, therefore liability is not accepted for the vehicle damages.
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Customer Complaints Summary
45 total complaints in the last 3 years.
26 complaints closed in the last 12 months.