ComplaintsforJiffy Lube

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sept. 13, 2021, I entrusted the *************** Jiffy Lube to perform oil changes services on my 2019 Ram ****. The next day within 100 miles of the oil change, my truck experienced a knocking noise in the engine. I called Jiffy Lube and the manager came to my house to look at the truck. There was oil registering on the dipstick but a significant amount of oil droplets were on my undercarriage and dripping onto my garage floor. The manager consulted with his district manager and asked if I could bring the truck to the shop for further examination. At the shop they showed me a bucket of oil saying they re-drained the oil to confirm correct amount and once again changed the oil filter. After refilling the oil and replacing the filter they started the truck to try and determined the source of the knock. The truck died in their bay and I had it towed to the dealership where it was bought. For the last 7 weeks Jiffy Lube says that I have no proof that this was their fault and refused to pay. The *********** center says I have a seized engine from improper oil change and will cost approximately $35,000 for repairs. Jiffy Lube continues to deny any responsibility and has forced me to do a costly motor tear down for complete diagnostic which recently came back as non-warranty and related to improper oil change and they referenced the shop video in which a Jiffy Lube technician struggled for 11 minutes to install my oil filter. The truck showed a low oil pressure code when it was received at the dealership with the oil on the undercarriage that I described previously. Even with the evidence in the video, the oil pressure code and the residual oil from the previous day's oil change, Jiffy Lube is saying that they do not have proof it was them. I am working on obtaining a full diagnostic report from the dealership, Ram technicians, and engineers that were involved in the teardown and diagnosis.

  Business response

  11/08/2021

  We do not own the Jiffy Lube in ***************.  The Jiffy Lubes are owned by separate franchisees and this is not one of our locations. 

  Customer response

  11/08/2021

  Please provide me with the correct contact information.

  Business response

  11/09/2021

  You can call ************ and they can provide you with the correct contact information.

  Business response

  12/13/2021

  Dear BBB:

   

  We continue to work with **************** to find out the cause of his vehicle failure. We have camera footage of us adding the correct amount of oil and preforming the oil change correctly. When **************** called the next day, we went to his house and found the oil level was full, as he mentions in his complaint. The dealership claims the engine failed due to low oil pressure, but the vehicle was full of oil after our service. The dealership has also gone back and forth taking responsibility for the engine failure and then changing their minds.

   

  I have sent **************** technical service bulletins (TSB) from Dodge talking about how this motor has known issues with oil pressure. One bulletin was TSB ********* ***************** talks about Engine Warm up Protection Improvement to help promote better oil delivery to engine bearings, which is what Dodge is claiming to be the cause of failure.

   

  In the complaint **************** mentions that it took 11 minutes to install the oil filter. The filter is in a difficult position and the standard labor rate, from Dodge, on changing the filter is .4 of an hour, which is 24 minutes.

   

  We understand **************** situation, but at no point has there been evidence showing Jiffy Lube to be at fault. We sent all this information and more to our adjustor so they can resolve this with ****************.

   

  Please reach out if any further questions.

   

   

  Sincerely,

   

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

  District Manager

  ************. dba Jiffy Lube

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

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

   

  Customer response

  12/13/2021

  ****************** assessment is partially true.  They did add the correct amount of oil and the oil filter that the technician struggled with is indeed in a difficult position.  However, upon further review of the shop video, another technician was seen starting my vehicle after the oil was drained an prior to refilling.  This action was determined to cause the damage to my engine, which is requiring a total replacement.  Jiffy Lube's insurance is paying for the replacement and other associated expenses.  Jiffy Lube's service warranty states that they are required to prove that the damage was not their fault, which I was denied for two months by Mr. *********** even after I followed all of the correct reporting procedures.  I was able to reach their warranty folks after the district complaint department stopped returning my phone calls, report the matter to them and the issue has been resolved through their insurance carrier.  This has been a long process due to the initial denial of any responsibility by Jiffy Lube.  I am currently waiting for my replacement motor, which is unavailable.  ************** did send me service bulletins, as he stated, but none of them proved to be for my truck or correlated to the damage to my motor which was proven by the Ram technicians in the teardown process.  

  Business response

  01/05/2022

  We turned the issue over to our insurance company which in turn remedied the issue with ****************.

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