ComplaintsforJiffy Lube

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car to Jiffy Lube located at ************************************************************************ for an oil change on October 6, 2023 at 2:10pm. Jiffy Lube completed the oil change and I paid them $82.05. I got into my car Saturday morning (Oct 7,2023) and while backing up I noticed a scraping sound. I pulled back into my driveway thinking I might have a flat tire. I found out that the metal piece that protects the underneath of my car was hanging and all mangled. I attempted to call Jiffy Lube corporate but they were closed. I waited until Monday morning (Oct 9,2023) I tried to call the Jiffy Lube location where I had the oil change completed but they did not answer and the recording stated I could not leave a message. I then contacted the corporate office to explain what happened. They informed me that the will send complaint to location and that someone would get back to me within 72 hours. I explained that I needed my car for my work. They stated they would note this on my complaint.

  Business response

  10/23/2023

  On October 6, 2023,Jiffy Lube performed a Signature Service oil change on ****************** 2014 ***** Civic.  The vehicle had ******* miles on it at time of service.  Our obligation to our customers is to provide a professional and competent service at a fair price.  If we fail to meet that obligation, through fault of our own, we are committed to make the situation right and provide reasonable accommodation when we feel it is the fair and just thing to do. 

  The customer contacted us on October 9, 2023 due to issue with skid plate.  We inspected and explained to the customer that the skid plate was knocked off due to the customer hitting something. The metal section we removed for service was still attached to the plastic part of the skid plate. The plastic part was missing all of the plastic clips that held it up . There was an old zip tie and one bolt left holding the plastic part up. This plastic part was knocked off from an impact on the passenger side .

  At this time we have denied liability and provided an explanation to the customer.   Please let me know if I can be of further assistance.

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

  Claims Manager

   

   

• Initial Complaint

  08/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I came in to jiffy lube wanting to get a oil change, and they broke my oil pan when they tried to do my oil change, now they are saying they cant fix and replace the piece because these things happen to ****** rogues a lot. So they cant take responsibility for the mechanics mistake. Its a Sunday, they were almost closing and probably rushed work and broke my oil pan before putting oil. My last oil change was in the same location. All I want is for them to take responsibility and replace the oil plan with the original plug.

  Business response

  08/07/2023

  To Whom It May Concern,

   

  Jiffy Lube is replacing the oil pan today for this guest.

  Thank you,

  ********************;

  Claims Manager

• Initial Complaint

  05/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 4/29/2023 I went to Jiffy Lube for an oil change.The lady asked me if I wanted a tire rotation for $25. I said sure. I asked that the two new tires be on the front and the two older tires on the back. They agreed.When I got to my destination, I noticed the tires were exactly where they were before. They may have moved some tires around, but they did not do it right. I still have 2 new tires that diagonal from each other. I wrote a review. Someone called me, apologized, promised to refund my CC the amount of the tire rotation. They said it would take a up to a week. It has been almost 2 weeks. No refund. I want my $25 (plus tax) refunded to my CC.

  Business response

  05/11/2023

  Check #**** was processed and mailed on 5/9/23 to the customer for $24.99.  There is no tax on a tire rotation.

   

  Customer response

  05/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  01/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter boyfriend was driving my 2012 ****** Murano LE and took it for a oil change on 9/11/22 at 2:58pm. It was done but right afterwards the truck end of stoping on him and running hot. Didnt think anything of it, but have my mechanic come look at it and was told it had over 2 extra quarts in there. So I proceeded to call the company and they took my information down and seen that he did come there on that date. They then told me they will call me back and that the guy that worked on the truck just got hired for not putting the right amount of oil in people car. So I just got back from off the road working and had my mechanic to come get the truck fixed and come to find out the whole engine is seized now. I went back down there on 1/3/23 and they told my name again and phone number and said they will come to my house to look at the truck. They end up calling my daughter boyfriend yesterday which was 1/4/23 and asking him what happened, he told them that the guy put to much oil in the truck and that he needs to call the owners but we didnt receive any calls.

  Business response

  01/12/2023

  Two representatives of Jiffy Lube inspected the vehicle on January 6th.  We could not confirm the alleged overfill due to the fact someone else changed the oil again before we inspected.  The vehicle had no signs of an over fill issue and has been driven several months since the Jiffy Lube service. Upon inspection, we determined the engine was not seized; it was a bad A/C compressor clutch bearing that was seized and preventing the engine from turning over.  The belt was melted to the pully and wires were burnt to the compressor.  We provided an explanation of denial with the customer and explained the issue.  Customer was informed not to drive the vehicle but to have it towed for repairs.  At this time, customer is towing to ****** for inspection.

  Sincerely,

  **** Stiles 

  Claims Manager

   

   

   

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  12/18/2022 – Took our 2016 *** *******, to the Jiffy Lube Multiservice Care Center #2649, for an oil change (paid $153.98). I was driving the car to *** ***** for Christmas, and with my two-year-old son, my five-year-old daughter, and my dog in the car, we ended up stranded for hours, one mile outside of ********, **. After 125 miles from having the oil changed, the oil light, engine light and battery light came on, and I lost all acceleration on Highway 8 west. 12/19/2022 - I called the Jiffy Lube location and spoke with ***** *******. After explaining everything, he advised that he was going to contact his service Area Manager, **** *****. It was my understanding that **** or someone, was going to drive 100+ miles to where the car was and look at it. I thought that was interesting and didn’t feel comfortable allowing them to do so as that would have been the perfect opportunity to cover someone’s tracks. Later that morning, my insurance company filed a roadside assistance claim and towed my car to ********** ****, in ***** *****. Upon letting ***** know, he asked for the location address so that someone could look at the car, there. ********** **** ****** **** determined that there was no oil in the *******, and the oil was never changed by Jiffy Lube. The tampering system was still in place, indicating that the car was in the exact same condition as it was when it was on the side of the road, and Jiffy Lube was last to serviced it. Jiffy Lube filed their own claim and denied it, claim that my car has an oil consumption problem. It does not, nor can they prove it. No one will respond to my messages, let alone provide a copy of the claim denial or Jiffy Lube's insurance info. I've called corporate, two area service managers and the shop itself...zero cooperation and response. My desired resolution: Rental, repair and refund for oil change.

  Business response

  01/05/2023

  On December 18, 2022, Jiffy Lube performed a Signature Service oil change on Ms. ***** 2016 *** *******.  The vehicle had 138,336 miles on it at time of service.  Our obligation to our customers is to provide a professional and competent service at a fair price.  If we fail to meet that obligation, through fault of our own, we are committed to make the situation right and provide reasonable accommodation when we feel it is the fair and just thing to do. 
  According to the information, we received; Ms. ***** vehicle was towed to ********** Automotive 175 miles after our service.  ********** has not performed any diagnostics on the vehicle but has determined the vehicle needs an engine replacement. Upon our inspection of the vehicle at **********, the plug and filter were tight, there was oil in the crankcase, and vehicle was approximately one quart low on oil.  Jiffy Lube added the correct amount of oil at time of service and noted the vehicle was burning oil.  We cannot determine the rate of oil consumption for this vehicle.  This claim was denied with Ms. *** based on our findings.  Please let us know if we can be of further assistance.
  
  Sincerely,
  
  Jodi Stiles
  Customer Service Manager

  Business response

  01/06/2023

  We appreciate the follow up.  Just to clarify, we noted the vehicle came 1/2qt low on oil which shows an oil consumptions issue, this is on the signed copy of the invoice.  Additionally, our response stated we cannot determine the rate of consumption.  The vehicle does have an consumptions issue.  At this time the claim has been denied.

  Customer response

  01/09/2023

  Attached is my response; my questions to the Business are in blue. 

• Initial Complaint

  07/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We brought my Jeep in to this shop for an AC recharge, tire rotation and oil change. Prior to bringing in my Jeep, my AC worked perfectly fine, the only thing was it could have blown colder faster. After paying $240 and leaving their shop, my AC began blowing extremely hot and humid air, and my tires also started shaking my vehicle uncontrollably and making it unsafe to drive. They asked me to bring the car back in, after brining the Jeep back into their shop, they decided to put the tires back to their original positions (so I paid for a tire rotation for nothing), and was mentioned to me that I needed new tires - how this wasn't caught the first day I was there, I have no idea. Then they had the audacity to try to blame me for the AC not working, saying if I had gotten the car serviced somewhere else after I had left, or if I had gotten into an accident. The main technician stated it was his fault for not catching that there was a leak in the AC system or seeing the tear on the tires, the day of my first appointment. They are now trying to charge me an additional $1000 to fix my previously working AC unit, that they clearly broke. After calling one of the auto shops I had previously used, I mentioned everything that had happened and they were very adamant that the AC unit should have been leaked checked prior to filling my AC, as if there was a leak, adding the recharge to the vehicle with a leak, will break the AC unit because it is over pressurized. We have tried talking to the Store Manager **** and District Manager **** about this situation, as it is completely unacceptable, however, they are refusing to do anything about it.

  Business response

  07/25/2022

  As with any guest who is unhappy with our service, Jiffy will issue a refund.   We provided an explanation to the guest and they will be receiving a refund check in the mail.

  Customer response

  08/03/2022

  We have not received the refund and now I have been without AC for 3 weeks in 110 degree weather, without any resolution. Not only would I like a refund, I want them to fix whatever they broke, that made my AC stop working. As stated in the original complaint, my AC was working perfectly before bringing it to their shop, and now I have no working AC and they are quoting me $1000 to do a repair for something they caused. The refund wouldn't even cover 1/4 of the cost that they want to charge me to do the repair. This is absolutely unacceptable and I need a better resolution to this matter.

  Business response

  08/03/2022

  We have processed and mailed a refund to the guest for the A/C service with Jiffy Lube.  Checks generally take 10 business days to process.  The repairs needed to the A/C system are not related to the service Jiffy Lube performed and was explained to customer.   

• Initial Complaint

  05/27/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On 04/16/2022 I had my oil replaced in my 2019 Chevrolet Colorado with mileage 52,246. I was charge for (invoice ********) for 6 qts of SAE-5W30 SP/GFA PZLA Platinum. At 53,902 miles my check engine light came on. I stopped and had a scanner put on the truck. The code was P0014. I went to Autonation Chevrolet and was told I indeed did not have synthetic oil in my truck and the viscosity was not correct for my truck. I ended up paying for another oil change when I still should have had 5000 miles left on the oil change Jiffy lube did. I contacted the location and I was advised to contact their corp office. I did contact corp and the district manager pretty much told me it didn't happen. No apology or anything.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 5 of 2022 I took in my **** F-450 for an oil change and fuel filter change. Jiffy Lube located at *****************************************. Customer over 2 years. Assistant manager was working on removing my fuel filter cap when he was turning it the wrong way I had to ****** it for him but he already had snapped and broken my fuel pump and a fuel line going to my fuel tank. He told me on Wednesday evening not to worry about it to come back on Thursday the next day and my truck will be repaired. I do not live in the area I live over 100 miles away. So on Thursday morning I called the Jiffy Lube **** told me that they were getting a mechanic to come in and they needed some tools that they didn't have at that location. I then called around noon and spoke to the manager who was not there at the time when thier employee broke my vehicle, he then tells me that I was trying to scheme them and they're not going to repair my vehicle. I was not around at the time so I couldn't call the police until the next morning on Friday the 7th of January 2022. On the offices body cam one of the employees who was there on the evening when my vehicle was damaged admitted to the officer and we have audio and video of him saying that the employee was trying to remove the part the wrong way thats how the fuel filter cap snap and breaking my fuel line. I had to tow the vehicle costing me $300 to a mechanic shop in Mesa for the repair cuz nobody around this part of town was able to look at the vehicle for at least another week or so. It cost me $2,300 in repairs to get my truck back up and running. I got my truck back January 12th 2022 around 3 p.m. from my mechanic. In order to get the vehicle up and running we had to expedite shipping for parts from ********** California. I called their corporate office and file a complaint. I received the phone call on January 10th 2022 from a man from Jiffy Lube I forward him all of my paid invoices. But still no response to what's going on.

  Business response

  01/17/2022

  
  
  ************************* brought his 2011 F450 with ******* miles into Jiffy Lube for an oil change and fuel filter.  When removing one of the caps for the fuel filter the cap broke due to being a plastic part that was old, brittle, and seized to the  housing.  This was explained to Mr.  ****** and he originally agreed to pay for the cap. However, you could not just replace the cap, the housing needed replaced as well.  Due to the cost Mr.  ****** wanted us to pay for the housing and cap.  When attempting to remove the second fuel filter the employee was extra cautious after the cap broke on the first one.  The employee explained to Mr.  ****** he could not remove the cap.  At that point, **************** stated he is a mechanic and requested to try to remove it himself.  As Mr. Aponte attempted to remove it,he broke the fuel line on his vehicle.  At no time did Jiffy Lube accept responsibility for his fuel line that was damaged by the customer.  To try and resolve the situation, Jiffy Lube did offer to pay for the housing and cap as a goodwill gesture.  **************** had his vehicle towed from Jiffy Lube before allowing us to replace housing and cap.  Our offer to pay for the housing and cap still stands.  **************** has refused payment for this amount, demanding Jiffy Lube pay for all repairs.  We have explained our position to the guest on several occasions.
  

• Initial Complaint

  12/20/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On the date of December 13th, 2021, I went to the Jiffy Lube located at *********************************************************************************** store number (#****), as I drove up to the service bays a manager from my assumptions comes out of the bushes looking sick or as if he was on something, nothing Covid-19 related. He says whats up? What do you need? I said I simply need an oil change and would like to know the wait time, he said an hour due to it only being him and one other worker. I agreed to wait and went to sit inside. I went outside after an hour and ******************************************************************************************************************** to take it somewhere else because hes throwing up and is shutting the shop down at around noon! Wasted an hour and 45 min that I had to take off from work because car was running bad from needing an oil change. I called jiffy lubes HR and they contacted the franchise owner to call me. He calls me and is okay at first but then gets very hostile with me therefore I asked him why he thinks Im funny and this is some kind of joke and he said look man the dude probably had Covid and there is nothing to do about it so I dont know why this is a customer complaint and I told him even if it was Covid he shouldnt be there and that there should be other back *** to run the business to at least get my vehicle done along with the others and not leaving me stranded. The owner of this business laughed called me a ******* **** and hung up on me within a 45 second phone call with nothing resolved. The business has done nothing to resolve this issue instead has made it much worse. This store has also messed up in the past by not putting my oil cap back on and ruining my entire engine bay with oil. I need this owner to be shut down for the love of god and for the sake of others. The current complaint number I have with HR is, Case #********

  Business response

  12/20/2021

  AN explanation was provided to the guest.  Unfortunately, due to unforeseen illness the location was temporarily closed.  We apologize for inconvenience to the guest and we can offer a 15% discount on regular maintenance services done this month.

   

  The guest will need to let us know the Jiffy Lube location he would like to have service so I can let them know to offer the discount.

  Customer response

  12/20/2021

  I do not accept this at all, this isnt even close to what should be offered. Almost two hours of my time was wasted, four cars were done and I was the only one there, the other person there could have worked on it as he was not sick at all. Wasted 2 hours just to tell me to go somewhere and closed the shop down. As a business owner I would have back *** or even go as far as coming in myself to keep the shop open and its concerning how you as a business owner was 100% okay with your shop being closed that day and made no further money due to that. Now I have all the fluids and materials for a oil and transmission flush, I expert that the labor is completely covered especially after hearing you as the owner talk to a long time customer as well as the rest of my family that lives here in **********, they all agreed to just stop coming here because of your action as an OWNER, and then saying what a f****** d*** and hanging up on me made it even worse way worse than it should be been. This is one of the most insane ways to handle someones complaint as an owner and you seriously be ashamed of yourself. 15% off does not make up for anything that happens that day, not even close.

*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. ↩