ComplaintsforACE Jiffy Lube

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to Jiffy Lube for a simple oil change, everything seem fine. They had even spoken to me about a couple of pieces in my oil area of my car that eventually down the line I should look into changing so they went ahead and filled my tires up and did everything else as usual and I left as I go about my business and get on the highway to go visit a sick family member that Im taking care of the car dies in the middle of the highway. I have to wait over 90 minutes for Tow Truck to get here to take me back to the Jiffy Lube in *************** where I was getting the service done. I take the car in And they fiddle around with it for about 4 1/2 hours. Tell me they still dont know whats going on and Im gonna have to refer to another mechanics but thats gonna take anywhere between five days to a week. They admit it. It was their fault but they dont know what they did so now Im home with no car. I cant go to work without my car. I cant visit my sick family member without a car and Im stuck at the mercy of Jiffy Lube until they figure out whats wrong with my car. a car that has never had an issue since I purchased it in 2015 it has never been into a mechanics since going to Jiffy Lube now has to go through various mechanics to find out whats going through. They offer me no compensation they offer me nothing. They just told me it would be five days to a week before they could figure out what was going on and they would have to keep the car.

  Business response

  08/26/2024

  We have offered to replace the engine (with less miles) or issue a check to ************** in the amount of $7300.00 and he could tow it to Jeep to have the work done there. We also offered to get him a rental car ($35.00/day). He has refused all of these solutions. There is nothing more that we can offer.

  Thank you,

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

  Customer response

  08/26/2024

   
  Complaint: 22188518
  
  I am rejecting this response because:

  First off, I did decline to have a used engine placed that I have no knowledge of its condition or why it was pulled out of another vehicle or weather it was a refurb. If I cant trust them for an oil change Im sure not as h*** going to take a used engine. Plus they were offering only 1 year warranty. All of it is sketchy which does not surprise me from this location. Second, I asked them to at least tow the vehicle to jeep and they refused. I did not take the check they were pushing because they refused to tell me how they even got to that amount of 7k. They wanted me to take the check and sign off so that they could not be held liable. Today when I went to retrieve my car with a tow provided by my insurance I was told by the employee that a tow was already ordered to take my car to that chop shop to begin work on my car. I NEVER AUTHORIZED ANY WORK TO BE DONE. Had I not arrived they probably would have taken my car without even getting permission from me. ***** knew I did NOT want them near my vehicle and KNEW I would be retrieving the car this morning 8/26/24. I also spoke to another employee who was there the day of the incident and I asked if there was anything he could tell me about what they had done to kill my engine. He stated he saw how it was being handled and was not comfortable with the way the repair was going with the car. He knew they had done something wrong with the oil filter housing unit. So I towed my car to the jeep dealership for a thorough inspection to see exactly what damage they caused and next steps. My auto insurance will also be there for inspections. ***** just wanted this to go away quickly since he himself admitted fault. My car will now face a massive diminished value if I were ever to sell my car. Jeeps are know for retaining their value and now I have lost even more money due to the terrible job at Jiffy Lube. ***** was the only contact since you are forbidden to speak to any district manager or above.  Their complaint department is overseas and they as well will not give info on senior leadership. So I will not accept anything that ***** has offered. 
  
  Sincerely,
  
  ***********************

  Business response

  08/27/2024

  We arrived at $7300.00 due to the fact that an engine replacement would be that cost. Since ************** was not happy with that, we offered him a check for that amount and he could have the engine replaced. The warranty on a replacement engine is one (1) year. At no time did anyone tell him that his vehicle would be towed to a chop shop.

  Our offer of $7300.00 still stands.

  Thank you,

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

  Customer response

  08/27/2024

   
  Complaint: 22188518
  
  I am rejecting this response because:
  At this point Im having others handling this issue on my behalf. I expect a full refund for the botched oil change that destroyed my engine and placed me at great danger. 
  Sincerely,
  
  ***********************

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today 08/18/2024 at exactly 3:30pm. After waiting for about 2/3 mins behind another vehicle *** came to my vehicle and told me they werent going to be able to service me for a oil change because they closed at 4:00pm unless I really needed it!.. I told him if I didnt need it I wouldnt be there he then proceeded to say oh we might not have a filter for your car anyway instead of him going to check I just told him I usually go to Jiffy Lube on Northlake to have my oil changes done. And Ill just go there tomorrow But it was the unprofessionalism of him turning a customer away when an oil change only takes about 15/20 minutes and I had already been sitting there.

  Business response

  08/19/2024

  I spoke with ************ (market Manager) and asked him to look into this issue...his comments:

  "****,
  
  Please see comments below from my Store Manager on this case.
  
  **** and I reviewed video.  This team serviced vehicles all the way up to and past 4 pm.
  
  We did see the car come on lot and *** greeting every car out back.  All the cars stayed and were serviced other than this guest.
  
  I dont think he intentionally turned the car away- it sounds like the guest didnt want to wait to verify filter etc.
  
  Any other questions let me know.  Thank you,

  **** J"

  Thank you,

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

  Customer response

  08/20/2024

   
  Complaint: 22160597
  
  I am rejecting this response because: thats definitely not true I was in a grey 2023 *** K5 he turned me around I even backed up and got his name if you have cameras you would have seen that. 
  
  Sincerely,
  
  *************************

  Customer response

  08/20/2024

  I just left Jiffy lube speaking with the store manager as well as the assistant store managed ***, regarding the response that came from the store. I must say after speaking with both parties they were apologetic and we all came to the conclusion that there was a misunderstanding on both ends Sunday afternoon. The situation has been resolved and I want to thank both parties for handling the situation in a professional manner. 

  Business response

  08/23/2024

  ACE Jiffy Lube is standing by their statement.

  Thank you,

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

• Initial Complaint

  07/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  During air filter removal a non experienced girl 17 years old failed to remove half of air cleaner snaps causing air intake to break. Total inxperence plenty of strong no knowledge. Car ran fine before serving then after would not go 2 miles had to walk last 2 blocks didn't make it. Call for help please and told I was not there problem I almost had major problems and begged for help but refused. A passer by picked me up and I recovered my car Monday. car still broke I'm 75 bullied by children and adults who only worry about there jobs and a few $$.

  Business response

  07/24/2024

  I just spoke with *******************. ******************** issue occurred at a Jiffy Lube in *********** 

  The BBB has sent this complaint to the wrong Jiffy Lube Franchise.

  Thank you,

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

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  22 July2024, I had change the engine oil and engine filter, after it done I drove out from the shop just 5mins past, the engine light show up, and heard the noise from the engine that was never happen with my car before, I drove the car back to the shop they refuse the responsibility, just reset the code for me but the problem still there, noise still there the code said there is the problem with camshaft and timing belt I believe that it happen when after they fill up the engine oil. The staff told me to start the engine and push gas right away before the oil fill all the engine, but they refuse all the fault. This is the big problem my car broke down. Cannot run my car is ******** slk350 year2009. The service price is only226.59 but for fixing the car to come back to run is much more than that

  Business response

  07/24/2024

  After speaking with both the store manager and the Market Manager for *****************, it is apparent that the issues that Mr. ******* is having has nothing to do with a simple oil change. On 7/22/2024, he brought his 2009 ******** **** with ******* to our location for an oil change. He came in and requested that we use our EXP Engine Treatment along with the oil change. After the service was completed, he left. A few minutes later he came back complaining of a noise. ***** (SM) took a ride with him and did hear a minor noise. ***** then did a second oil change just to show him what we had done. ***** also proceeded to use an OBD sensor and check for any computer errors. A timing belt and camshaft errors appeared. Both of these errors have absolutely nothing to do with an oil change. This vehicle has ******* miles on it and this is just normal wear and tear.

  Thank you,

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have spoken with a representative from Jiffy Lube and was assigned case ********. My son, *****************************, went to the facility upon my recommendation, as I have been a long time customer there. This was his first time going on his own to get an oil change. He was greeted by *******. She automatically gave ***************************** the premium/most expensive service for his 2005 car that does not need the bells and whistles. She did NOT offer options; she did NOT offer price differences. **** paid the price, unknowing that there were other, less expensive options. Your facility clearly took advantage of his being naive. I am requesting a full refund or at least a difference in the cost of the most expensive with the least expensive. My daughter was there just 2 days ago, and she was given a choice and only had to pay for the least expensive. I am sad that a place that I trust with my car, as I am not a car expert at all, would take advantage of a customer. It concerns me that other customers are also being taken advantage of. He works very hard for minimum wage, and this was directly taken from his debit account. Please contact me and let me know how you can please resolve this problem. Thank you so much! Jiffy Lube # **** ATLANTIC COAST ENTERPRISES LLC ******************************************* ************** WORK ORDER #: 488 DATE: 07/08/24 01:12 PM INVOICE #: ********

  Business response

  07/09/2024

  Please close this case. I have spoken with *********************************. I will process a refund for the difference of the money between a conventional oil change and the synthetic blend.

  Thank you,

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

  Customer response

  07/10/2024

  I will close the case after we receive the check from Jiffy Lube for the difference in cost of oil changes. Thank you so much! 

  Customer response

  07/22/2024

   
  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. The headquarters of Jiffy Lube has sent my son a check for the difference in cost of oil change. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 6/24/24 for oil change ($127.24) via Groupon price also included windshield wiper replacement. After receiving service the air conditioning stopped working. Jiffy Lube was unable to diagnose the problem suggesting multiple problems but could not be certain. 6/24/24 immediately took the vehicle to ****** Hyndai Service for accurate diagnosis. 6/27/27 ****** Hyndai diagnosis revealed that AC Fan Relay To Be ******** With Which LED To ************* Having A Internal Shortage. 7/5 Total Repair Cost $944.48 During total repair time rental car had to be utilized for 1 week totaling $763.31

  Business response

  07/08/2024

  As per ****************** (Market Manager-Broward),   "I reviewed the camera footage from store 804. The store didnt do anything out of the ordinary. They removed and reinstalled the new air and cabin filters and performed the oil change. The technician didnt open the fuse box or even get close to the relay, as the customer stated.
  In conclusion,Im sorry the customer is going through this, but store 804 is not responsible for the air conditioning relay malfunction problem the vehicle is experiencing".

  Thank you,

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

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello on 04/17/24 at 01:28 pm, with the invoice number of ********. I took my car to jiffy lube for an oil change and wiper blade change. ********* w, ************** and **************** worked on my car that day he said my oil pan is damaged I need to take it to *** for a repair I said okay even though I had no idea what an oil pan is. The following morning I was about to go to work I noticed a lot of oil on my driveway, without wasting time I took my car back to jiffy lube and talk to the morning shifts guys about my car leaking, they said they are gonna fix it and after like 30 mn they say they fixed it so I headed to work. When I got off work I saw a lot of oil on my parking spot I noticed something was wrong with my car cause my car never leaked before. The next day I came back to talked to those specific guys so they tell me my car was like that when I came in. I live in a community my HOA would never let me parked my car at my house if it was leaking and I never saw my car leaking before. So I filed a complaint because I need them to fix it for me they refused to fix it and telling my car came like that please help me!!, till now my car is still leaking Im about to lose my motor and one of my wiper blade is not working, I cant see when driving in the rain they messed up my car and want me to fix it myself please I need your help I cant afford nothing of that I want them to take responsibility. No matter what I do they still dont wanna fix my car. I went to jiffy lube for a third time and ask *** to take a video of my car and show me where the problem is he took it and show me, when I filed a complaint against them when the jiffy line service center came back to me they used that specific video against me telling me they took it that first time its a scam!!! Ask them for a screenshot of the date and Ill provide my receipt with the date on it as prove. Thanks ??

  Business response

  07/11/2024

  I have discussed this with ************ (Market Manager Palm Beach) and the following is his store managers response..."Customer came in, I inspected the car for oil leaks and checked Drain Plug. No leaks coming from Drain Plug but the oil pan gasket is leaking where it connects to the transmission. The Service Advisor *** talked to the guest and advised him on the oil leaks. I also took video of the leak and drain plug area to show that it was leaking from another area of the oil pan and also showed video to guest. I have asked the guest to get a second opinion for the oil pan leaking. I also have video of the oil leak if needed.Please close out case. Thank you "

  Customer response

  07/11/2024

   
  Complaint: 21905393
  
  I am rejecting this response because: I stated already when he took the video it was my 3rd day not before he broke my car, and I never had a leak on my car before coming to jiffy lube 
  
  Sincerely,
  
  F Garvens Souverain

  Business response

  07/15/2024

  As per my last communication, this claim was denied. According to the comments on this invoice, it was documented that the drain plug was stripped and the oil pan was damaged PRIOR to service. The vehicle came to our location for the first time on 4/17/2024. There is no prior history on this vehicle in the Jiffy Lube system.

  Thank you,

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

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday, June 7, I wanted to do an oil change on my car at **********, I asked for the full service and they told me it was ********************************************************************** they were going to do 540 dollars At that moment I told them that I didn't want to do anything because of the excessive price it had, The mechanics had already opened the hood of the car, taken some filters and checked the oil. I asked them to do everything in their place because I was leaving, I decided to do the oil change directly at the dealer of my car. I headed there but they left the oil cap open and the oil came out from the top and spilled all over the engine. My car overheated and they had to lower the engine to wash it. The costs were ***** dollars thanks to the negligence of these people. I need them to take responsibility for those mechanical expenses

  Customer response

  06/20/2024

  The jiffy lube address is **********************************

  Customer response

  06/20/2024

  The jiffy lube addres is **********************************

  Customer response

  06/20/2024

  The jiffy lube address was 

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

  Business response

  06/26/2024

  The phone number on this complaint is incomplete, so I am unable to call. I have sent an email and hope to get a response as I would like to help resolve this issue. I cannot find this customers name in our system for 7/6/2024 at the store they listed.

  Thanks,

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

  Business response

  06/26/2024

  Correction...6/7/2024

  Business response

  06/26/2024

  The email address listed is also incorrect. The email was kicked back to me as invalid.

  Thank you,

  ****

  Customer response

  06/27/2024

   
  Complaint: 21862910
  
  I am rejecting this response because:

  my phone number is **********

  email is ******************** 

  ********** should have my information because I filed a formal complaint with the 800 number with case number #******** and the representative ***************** assisted me where they closed my case and I never received a call from **********, I attached the police report number. What did I ask for the event to be recorded. 
  
  Sincerely,
  
  **** *************************************

  Business response

  07/24/2024

  This case can be closed. A check in the amount of $628.00 will be sent to ********************** on 7/25/2024. She signed a release form and I have processed this. I will personally send out check tomorrow.

  Thank you,

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

  Customer response

  07/29/2024

   
  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.
  
  Sincerely,
  
  **** *************************************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To Whom It May ********** name is ***************************, and I recently received tire purchase and installation services from Jiffy Lube Service Center 812 (*********************************************) on 12/09/2023.During the appointment, I was not informed by the store staff that the tire being installed was not the factory-recommended size for my ****** Outback, as specified by the manufacturer. This oversight has resulted in accelerated damage to the other tire on the same axle.Given these circumstances, I am requesting a replacement for the tire that was installed in the incorrect size. Additionally, I require compensation for the purchase and installation of a new tire that meets the factory specifications.Attached to this complaint is the service history from the original appointment for your reference.Thank you for your prompt attention to this matter.Sincerely,***************************

  Business response

  07/02/2024

  After discussing this issue with ****************** (Market Manager) it has been brought to my attention that according the the vehicle manufacturer, we did indeed put on the correct tires. ******, (Store Manager) spoke with customer and told him that if he can show that we installed the wrong tires, that we would gladly replace them. Customer has not responded back to store.

  Thank you,

  ****

  Customer response

  07/03/2024

   
  Complaint: 21851134
  
  I am rejecting this response because: so far, no one has proactively contacted me. This afternoon, on July 3rd, my friend went to their store and asked the manager about this issue. The manager said they didn't know anything about it. Therefore, I don't understand who Jiffy Lube has been in contact with and how they can express the above information.
  
  Sincerely,
  
  ***************************

  Business response

  07/24/2024

  On 7/11/2024 the correct manufacturer recommended size tire was put on this vehicle. A 225 65 17 tire was installed.

  Thank you,

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

  Customer response

  07/31/2024

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  05/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I brought my vehicle 2007 ****** solora for an oil change they didn't put my oil pan securely causing the oil to leak out slowly causing my engine to cease. I had it towed to thier buisness on 4/13/24 and still haven't heard no feedback from them other than that it has been Inspected. But yet to hear or receive any updates. My car is still in thier shop. I had made a complaint to the corporate...case #********.

  Business response

  05/21/2024

  Please read email that was sent to me today by ******************, ACE Market Manager for MA.

  
  "I am just following up from our discussion that we had last week pertaining to *************** BBB complaint. This was a claim that I denied, however, I believe we had the wrong email as the guest never received it. We received the correct email and the denial letter was sent yesterday morning. 
  
  This vehicle had service in March 2024, approximately 1200 miles later, the guest reported that the engine seized due to the oil drain plug falling out while driving. In her JLI case, the guest states that they want a settlement for the value of the vehicle, which is an odd request right out of the gate to demand.I be setup a third party inspection on the vehicle. The small amount oil blowback does not match up with a vehicle that lost its oil plug while driving.Therefore we denied claim as the video also showed a text book oil change, and proper quality inspection. "

*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. ↩