ComplaintsforJiffy Lube Service Center #278

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had no problems with my car’s engine and original spark plugs for over 7 years and 134,819 miles. On May 24, 2023, Jiffy Lube Cockeysville recommended that my original spark plugs be replaced based on mileage. Jiffy Lube Cockeysville removed the original spark plugs, supplied the new spark plugs, and installed the new spark plugs. Jiffy Lube Cockeysville did not identify any issues with my engine, original spark plugs, or new spark plugs at the time of the replacement. While driving on June 10, 2023, my car lost power and acceleration, it started to shudder, and the Check Engine light came on. This occurred after only 17 days and 1,445 miles of driving after Jiffy Lube Cockeysville had replaced my spark plugs. On June 15, 2023, ******** ******* ****** determined that one of the spark plugs supplied and installed by Jiffy Lube Cockeysville had cracked (the ground electrode and parts of the insulator tip cracked off) and fell into the engine. The spark plug failure caused my engine to lose power and acceleration and start to shudder. The cracked pieces of the spark plug scored the engine cylinder resulting in a loss of compression. (Images from ********* scope of the engine can be provided) Consequently, ******** ******* ****** has recommended the engine be replaced. The spark plug failure resulted from: (1) a defect in the spark plug; and/or (2) incorrect installation of the spark plug (e.g., accidentally dropping the plug causing it to crack, under torquing the spark plug causing it to overheat and fail, over torquing the spark plug causing it to overheat and fail, etc.). Jiffy Lube warrants their repair services, and Jiffy Lube is responsible for the consequences of the spark plug failure after only 1,445 miles and 17 days in service. Jiffy Lube is claiming they are not responsible for the damage caused to the engine.

  Business response

  07/14/2023

  Good Morning 

  Our Apologies for the delay in response to this matter. However, this particular issue isn't so easy to determine the cause of failure in regard to Mr. ******* vehicles engine failure due to its unusual nature.

  Mr. ***** is well aware that we sent our mechanic, and the district manager to inspect his vehicle at the dealership. 

  At that time, we told him we were going to send out a 3rd party vehicle inspector to inspect the vehicle and try to determine the cause of failure.

  Mr. ***** was told at this time we were going to send the 4 spark plugs back to NGK (spark plug manufacture) for analysis and we were at the mercy of their investigative /research department to be able to analyze and determine cause of failure.

  I have attached the results of NGK's investigation received on 07/13/2023

  it was determined that the spark plug application, the spark plug installation, or any defects of any kind was found to have caused this type of damage to Mr. ******* motor. 

  It was determined that Mr. ******* motor caused the damaged to the newly installed spark plugs that occurred roughly 1400 miles after installing.

  The issue was due to his combustion chamber in which spark plugs ignite the fuel /air mixture to make the engine operate. it was stated that the electrode melted and fractured the nose of the insulator, this condition is due to poor quality of fuel and oil intrusion.

  The broken piece Mr. ***** is referring to, is called thermal shock from cold fuel being introduced to an overheated spark plug which caused it (Ceramic piece) to break off or fracture. 

  Based on these findings we do not accept any liability for Mr. ******* engine damage 

  Sincerely

  Bill ******

  District Manager

• Initial Complaint

  08/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  **see attached**

  Business response

  10/18/2022

  Business Response /* (1000, 8, 2022/08/26) */ Good evening **. ******* came in, for a engine flush. When doing a engine flush, you have to put chemicals in with the oil, to clean the engine. The service usually takes about 15 minutes total. 8 minutes in total to flush the engine. And the remaining time is for the new oil change. When flushing the engine that oil is completely dirty. aAd it has chemicals in it, that requires to be drained. That oil can no longer be used, not even the oil filter. The only option is to put new oil in afterwards. That was explained to the customer. And that's the only way a engine flush can happen. If we was to leave the contaminated oil in there it was cause the engine to malfunction and die. Our service with flushing a oil change. Is to do a oil change after which is explained before service. We didn't do anything but our job. Can you please close this case.

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car in for breaks oil change an tuneup on march 28 2022 my car was misfiring an my oil was low on my way home car started misfiring again the next day car told me I need a oil change again my brakes have air in the line my car riding harder then before I took it in call them they called be back in an didn't fix any of the problems I called the help line made a complaint now they are not responding to me I paid 844.20 an my car is in worst condition then before I went to them

  Business response

  05/09/2022

  Business Response /* (1000, 5, 2022/04/06) */ Good Afternoon My name is **** *********************** for Jiffy Lube . Both myself and the locations******************************* are currently out of the state and **** return to the office on monday where we can investigate his complaint further. the locations***************** whom was present when************* Vehicle arrived and witnessed the poor condition it was in prior to any service ,in which Mr ******** requested the location to perform . He purchased his own spark plugs ,and brake pads . there was no diagnostic performed by our location ,therefore MR ******** diagnosed his own vehicles issues in an effort to fix his vehicles issues. I would like to respond posting snapshots of the surveillance footage to investigate ** ********* complaint as he has already filed several complaints with our 1 -800 service. I have included a jiffy lube invoice which clearly indicates pre-existing issues noted ,that are serious enough to cause engine failure . Mr ******** was contacted by the store manager to return to the location . the next day Mr ******** returned to the location he was shown his parts were replaced and we purchased ignition coils with genuine Napa parts (invoice included) he was then offered to watch the video footage of his vehicles spark plugs being replaced he refused by telling the manager "***** all that " and cursing in the bay area the manager also stated could he bring it back for his mechanic to look at it since the customer mis- diagnosed it he also responded in the same manner **i **** resubmit snap shots upon my return of the video footage that the repairs requested were completed , and even though we performed these services at the customers request does not necessarily mean it would fix his vehicles issues, especially since the vehicle had so many prior issues **check engine lights, blown head gasket (coolant/oil mixing) coolant leaks ,excessive oil leaks ,unusual engine noise **** (most of these issues are due to owners neglect) Consumer Response /* (3000, 7, 2022/04/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) No one from this Location offered a compression test they were too busy trying to over charge for a job they know would not work when I got to the Location the first thing out of the store Managers mouth was prices have to go up. Very unprofessional Business Response /* (4000, 11, 2022/04/26) */ ***Document Attached*** Good Morning Our position is we do not accept responsibility for Mr ********* vehicles PRE-EXISTING issues that are noted on his invoice and obviously noticeable upon arrival. Mr ******** arrived with his own parts requesting we replace those parts (some parts he provided were incorrect),and the manager did as instructed by the customer. Mr ******** apparently had a diagnosis done elsewhere , by a computer scan tool which read cylinder mis-fire ,however there are multiple reasons including the troubled issues noted on his invoice. Again we did not perform any diagnostic or recommendation for repairs , we do not do compression tests . No garage or mechanic would provide these services free of charge . Mr ********* vehicle has a blown head gasket (this means the engine coolant is mixing with the engine oil ,which inevitably leads to engine failure if it goes un-checked.************* vehicles issues are from his own neglect and not from any service that was provided . we do not work on customers vehicles at their request for several hours to see if something **** fix the problem and when it does not work -think they are entitled to a refund . I have included pictures of the invoice previously and I have pictures captured from the surveillance footage of the manager/**************** inspecting some vehicle issues ,the spark plugs the ignition coils and the brake pads that have been replaced lastly it is unfortunate Mr ********* vehicles issues were not repairable by his own diagnostic ,however we do not accept responsibility for his vehicles continuing issues after the service we provided at his direction. sincerely **** ****** ****************

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