ComplaintsforJiffy Lube Service Center

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/8/2024 my husband had his car worked on my Ben B at Jiffy Lube in ******** **. He initially brought his car to Jiffy Lube, ******** to get a vibration fixed in the front passenger wheel, which my husband suspected might be from the wheel baring. He was called by the owner Chris and told he needed to put 4 new tires on the car and that the wheel baring was fine, which he agreed to. During the job, there was damage done to all four of the rims by the technician. There are visible chunks missing from the powder coat of the rims. Not only that, but the vibration in the wheel wasn't even fixed. My husband called back the following day and Chris told him to bring the car back to see what he can do. When my husband arrived, he was met with attitude and lack of ownership by Chris. Chris stated he "never even checked the car". Chris made the point to state that, "The rims were already damaged anyways." Completely neglecting responsibility of the obvious visible damage by the technician. You can visibly see that the tire machine made scratches and took chunks out of the rims that are fresh. This is clearly not due to wear and tear of the car, because every single rim has chunks missing. The owner offered to give my husband a free oil change after arguing with him. Which my husband declined as we do not trust their mechanics with our car anymore. My husband asked for compensation for the damages and the owner scoffed at him saying that the rims could be found at a junk yard for maybe $200.00. My husband was finally offered a measly refund of $200.00 via a check in the mail. An hour later, Chris called my husband back and made him drive all the way back to Jiffy Lube to get the $200.00 refunded to our debit card. Totally inconveniencing us yet again. Now we are still out $958.97 for new tires that our car didn't actually need and the initial issue wasn't ever fixed. We understand that our car isn't brand new, but damage caused by negligence needs to be corrected fully.

  Business response

  05/23/2024

  Mr. ******** called and stated he was getting vibration in his vehicle, and thought he needed wheel bearings. Upon inspection found bearings to be g*** but tires were very lumping, bald and metal cords showing, (pictures attached). Told customer we needed to get new tires put on as that was causing vibration. He agreed to put new tires on as they were in pretty bad shape anyways. He did state after repair the car was a lot better. The rims were heavily damaged from curb rash which he agreed but there were a couple marks he knew were not there. As for the $200 I did not offer that amount, I asked what would make him happy and Mr. ******** said $200 was responsible so I agreed and credited his credit card back the $200.Old tires are still here at my shop for inspection if needed.

   

  Chris H*** *** DBA Jiffy Lube
  Chris H*** - Owner/Operator
  *************************** **** * ************

  Customer response

  05/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: When I confronted Chris about the new damages to all 4 or my rims (shown in photos of my original complaint) he stated that he could find replacements for $200.00 at a junk yard. I did not pull that number put of thin air, nor will i continue to engage in "he said she said" when this is clearl that there are damages made to my rims from the mechanics. I have researched online what replacement rims for my car would cost and attached a photo of the price I found for one new rim. One new rim alone would cost $219.99. Multiply that by 4 and that would be $879.96. I am willing to accept a refund to cover the remaining cost of new rims for my vehicle minus the original $200.00 refund Chris begrudgingly offered me when I addressed my displeasure of the damages made to my rims by his mechanics. Making my new requested refund $679.96. This will allow me to replace my rims due to the visible chunks missing that are obviously different from the original curb rash I have fully acknowledged my rims had. Regardless of the fact that I had curb rash on my rims when first bringing my car to be fixed, it does not excuse nor permit the mechanics to inflict new damages due to their negligence. I am requesting a check for the remaining $679.96 be sent to me by certified mail so that I may replace my rims and be fully satisfied with an appropriate resolution. Please mail to ** ********* ******* ***** ******** ** ****** 
  
  Sincerely,
  
  ******* ********

  Business response

  05/23/2024

  As shown in the pictures the customer supplied you can see that the rims have a ton of road rash and heavy paint peeling prior to tire install, I do not feel new rims is fair. As the customer stated he can find new rims for $220 each I would be willing to split the cost of new rims which is $880 with customer. Half being $440 minus the $200 already refunded which would be $220. I will even install the tires onto the new rims once rims are ordered and received at no cost, and if customer does not feel comfortable with me installing. I will pay install to another local shop. This is fair considering the shape of the rims prior, which Mr. ******** the customer I dealt with agreed when me and him spoke at the shop on al the previous curb rash and paint peeling.

  Customer response

  05/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: I feel it is not being acknowledged that the mechanic who worked on my car damaged all 4 of my rims. Regardless if there was existing curb rash (which I agree there was) it does NOT excuse the fact that the mechanic contributed additional cosmetic damages to all 4 of my rims. I'm not sure why I can't get a simple apology and accountability for this. If my car was a brand new BMW and had perfect rims and this happened, the shop would be responsible to replace them. I will not be satisfied until an apology for the damages is made and I can be promised compensation for all 4 rims damaged by the mechanic. The fact of the matter is that my car was damaged by the mechanic and the shops trying to excuse it because the rims were not perfect when I initially brought my car in. This is discriminating and incredibly upsetting. 
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son, ***** *******, took his VW ***** *** to Jiffy Lube today, 8/11/22 for an oil change. He observed the technician having difficulty with the hood latch release. From what he saw, the technician could not engage the release so the technician then went to the hood and started trying to pull the hood open with brute strength. The owner the came to the waiting room to tell ***** they were having problems opening the hood. ***** went out to assist and found the latch for the hood release had been pulled from the release wire. The owner then informed ***** they could not provide the oil change until the hood release was fixed. ***** left the premises and called me. I called and asked to speak to the manager. "Chris" answered the phone and told me he was the owner. I explained that my son was just there and saw the technician break the hood release latch. Chris told me that he was the one that was working on the car and that there was no way my son could have seen that happen. He also went on to tell me that we had never been customers there in the past and that there was nothing he could do for us. I explained that we had just opened the hood the day before and his retort was "well there must have been only one pull left". Firstly, I'm insulted that the owner of the establishment is essentially saying my son is a liar. Secondly, his comment that we had never been customers previously should have no bearing on the service he is providing. And lastly, now we have to pay someone to fix the hood release latch. The entire interaction is appalling. The business should pay to have the hood release latch repaired.

  Business response

  08/18/2022

  Goodmorning, 

   

   My name is Chris owner of Jiffy Lube Store number **** in ******** **, I am responding to customer complaint #********. Customer cane in on 8/11/2022 for service, my technician tried to release the Hood latch with no success and ask me for assistance, I then tried with no success. I immediately went over to the customer to ask if he could open it, if there was a special way and he states it gets stuck sometimes and we both went over to the hood release with no luck. I told him he would need to get the latched fixed. He left then his mother called and I tried to explain the situation. I have no problem repairing the good release latch for him. 

   

                            Thank you

*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. ↩