Complaints

This profile includes complaints for Jiffy Lube's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Jiffy Lube

  3520 Calle Cuervo NW Albuquerque, NM 87114-9220

• 

  Jiffy Lube

  4023 Cerrillos Rd Santa Fe, NM 87507-2916

• 

  Jiffy Lube

  151 Alameda Blvd NW Albuquerque, NM 87114-2136

• 

  Jiffy Lube

  9386 Coors Blvd NW Albuquerque, NM 87114-4006

• 

  Jiffy Lube

  1721 E 20th St Farmington, NM 87401-4398

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Monday 2/24/25, I went to jiffy lube response to a coupon received in the mail. The coupon offered an oil change for $29.99. I was charged 64.99 minus $29.99. The coupon wasn't for $29.99 off base price rather Than a 29.99 discount. This is either "bait and switch " or poorly trained employees.

  Business Response

  Date: 02/26/2025

  The manager ***** spoke with Mr. ****** and apologized about his complaint as he did open a case summary through Jiffy Lube as well.  ***** offered an additional discount to Mr. ****** and they had a verbal agreement that that would be fine. We have tried to contact Mr. ***** to come by so we can provide him with this additional $5 off but has not answered or returned our phone calls. 

  Our offer still stands to provide Mr. ****** with an additional $5 off to match what he thought he would pay. I have verified this coupon and the coupon is for $30 off. Not a $30 oil change.

  Please update this case on our behalf. 

  Thank you. 

  Lubricar Inc. 

   

• Initial Complaint

  Date:01/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 5th I had my daughter drop her F150 to have a diagnostic and specifically check the spark plugs as I suspected this was the problem as the car was running but acting as if spark plugs needed changed. The business repaired an air leak, charged us $1273.06 and returned the car the 6th but it was still running the same so my daughter took it back the next morning when another air leak was found. After about a week the business still had the vehicle and said they could not determine if an error had occurred with the engine in the process of fixing the vehicle but they would be replacing the engine "out of the kindness of their hearts". By the 18th the engine was supposed to be delivered by the 21st. By the 28th it was still not done and we had been treated poorly by one manager because we requested a rental car on three occasions over 3 weeks. My daughter was out a car the entire month of December after the 5th and lost income as a Door dasher, out of pocket expenses related to being out of a car, and ruined holiday plans which all deeply affected both of our mental health over Christmas so it did not seem like an unreasonable request. On the 28th my daughter made a BBB complaint and promptly Monday the mentioned manager called her and stated "you made a BBB complaint, we are not fixing your car, you have 48 hours to get it towed out of here'. My daughter simply said oh, um and his response was Yeah, Yeah like he was in a street fight. I have constructed a letter of our experience and will attach it. My daughter had a vehicle that ran when it entered the shop and now has an unusable vehicle as a result of one managers decisions and actions. The other employees apologized for him today when the vehicle had to be picked up and subsequently towed away. It is now at the Ford dealership but I pray after reading our experience something will be done. This manager has lied through his teeth about not being able to resolve issues, we were resolved to wait on the engine

  Business Response

  Date: 01/06/2025

  Dear Better Business Bureau,
  

  We appreciate the opportunity to address the concerns raised by the complainant regarding the 2003 Ford F-150 serviced at our Jiffy Lube Multicare location on 2301 Wyoming Blvd in Albuquerque, NM. Below is a detailed explanation of the situation and the resolution provided.
  
  Background:

  
  On December 5th, the complainant’s daughter, who is the vehicle owner, brought her truck to our Jiffy Lube Multicare location with drivability issues and an expressed concern that the truck would not pass emissions, preventing it from being registered. The vehicle was inspected, and an air leak was identified and repaired. However, shortly after, the vehicle owner reported continued drivability issues and returned the vehicle for additional evaluation.
  Upon further inspection, we discovered severe internal engine damage, including significant sludge buildup and signs of long-term neglect. These findings were thoroughly documented with photographs. Additionally, the original invoice includes detailed notes from our team explaining the vehicle's condition and the extent of the neglect observed. These notes clearly reflect the engine's poor maintenance history, either from the current or a prior owner, and support our findings.
  
  Complexity of Engine Systems:
  Engines are intricate systems with numerous moving parts that must work together seamlessly. Over time, inadequate maintenance can lead to the failure of critical components, such as pistons, valves, and bearings, which can cause cascading damage throughout the engine. The condition of the engine at the time of inspection reflected significant wear and damage due to prolonged neglect, which could not be attributed to our work.
  
  Goodwill Offer:
  

  Although the engine failure was unrelated to our repair efforts, and the failure was due to long-term neglect, we extended a goodwill offer directly to the vehicle owner to address the situation. This offer included two options:
  Replace the engine at no cost to the vehicle owner.
  Refund the $1,273.06 paid for the original repair.
  These options were offered in good faith and without admission of fault. However, the goodwill offer was rendered null and void when additional compensation was requested, including reimbursement for transportation expenses such as Ubers and rental cars. These demands exceeded the scope of the original offer.
  It is important to note that the complainant also spoke with our District Manager, Kyle Martinez, and agreed during that conversation that Jiffy Lube would not provide a rental car or transportation. This agreement further underscores that the request for additional compensation came after the resolution was already agreed upon.
  Additionally, the complainant’s letter includes several inaccuracies, including the claim that our District Manager, Kyle Martinez, specifically denied the engine replacement due to a BBB complaint. This is untrue. The resolution was nullified because the customer demanded additional compensation beyond what was originally agreed upon, not because of the BBB complaint.
  
  Final Resolution:
  

  The following actions were taken to resolve the matter:
  The vehicle was reassembled to the condition it was in when brought to our facility.
  The vehicle was picked up by the vehicle owner on December 30, 2024.
  A refund of $1,273.06 will be issued to the vehicle owner via check, sent to the address on file.
  No additional compensation will be provided beyond the refund.
  We also note that the complainant, who is not the vehicle owner, has made multiple complaints regarding this matter. However, our legal and professional obligations are to the vehicle owner only. We are not legally required to engage or respond to individuals who are not the direct customer.
  
  Behavior Toward Our Team:
  

  It is important to note that during the course of these events, the complainant (mother of the vehicle owner) engaged in inappropriate behavior toward our team. Specifically, she cursed at and yelled at one of our team members, Devante, during a phone call. This behavior was unprofessional and unwarranted. The phone conversations on the shop’s recorded line document this conduct, which created additional stress for our team as they worked to address the matter.
  
  Legal Considerations:
  

  Under New Mexico law, there is no obligation for a repair facility to enhance or improve a vehicle’s condition beyond its original state. The concept of “betterment” is not required, meaning repair services are only obligated to restore a vehicle to its pre-damage condition. The goodwill offer, which has now been rescinded, exceeded these obligations and was voluntarily extended to assist the vehicle owner.
  
  Conclusion:
  

  We believe the resolution offered—full refund and return of the vehicle—is fair and in alignment with legal standards and industry practices. While we understand the frustrations expressed by the complainant, our legal obligation lies solely with the vehicle owner. Additionally, the complainant’s behavior toward our staff was unacceptable and did not contribute to a constructive resolution of the situation.
  The attached photographs serve as evidence of the vehicle’s severe neglect, either from the current or a prior owner, and illustrate the basis for our findings. Furthermore, the notes on the original invoice provide additional clarity about the vehicle’s condition at the time of service. This will be our final response if any further complaints are submitted by the complainant, as our legal and professional obligation is to the vehicle owner, not a third party. Any additional complaints from the non-customer will be addressed in the same manner.
  We remain available to address any further questions directly with the vehicle owner.

  
  Sincerely,
  **** ** ******** ******* ***** **** *********

  
  

• Initial Complaint

  Date:12/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car in to jiffy lube to replace my head light (12/26/24). I also supplied the new headlight which was $150 from auto zone I just need them to put it in for me. The store told me they would just charge me the labor for it which turned out to be $87.29. After waiting close to an hour an employee comes in saying this new head light I supplied wasn’t working and immediately tried to sell me another headlight from them for $250. This made me feel a little bit weird so I requested they put my old headlight back in so I can take the new one back to autozone since it’s not working. I paid for the “service” they provided and left. I later called my grandpa to ask him what I should do he suggested I ask my uncle to install the light so I did. My uncle then connected the headlight with no issues and the new headlight worked! The same light jiffy lube said didn’t work. I then called the store asking for a refund I believe I actually spoke to the tech who worked on my car he then proceeded to tell me I can’t get a refund because he deserves to be paid for his work even though he didn’t fix what I paid him to do. He also stated there was other cars so he was working fast. I then submit an online complaint a manager at the store **** called me and pretty much said the same thing but he also said “ since you provided the part you paid for a service and not the results.” This really made me upset I then requested to speak to his boss who was on “vacation” until 12/30/24, I was also told either **** or his boss would reach back out to me and as of 12/31/24 I’ve yet to hear back from them.

  Business Response

  Date: 01/02/2025

  This customer brought his own light bulb to be installed so we only charged him for labor. We informed the customer that there is not any warranty on the bulb since he purchased it from an outside source. We installed the light bulb that the customer supplied, and the light did not work. We informed the customer that the light he supplied did not work we offered a new replacement, but the customer declined. The customer paid for the labor to install the light bulb that did not work. we are liable for the customers part being defective or the car having a problem. please close this case 

   

  **** *******

  District manager

  Customer Answer

  Date: 01/02/2025

  Complaint: ********
  
  I am rejecting this response because:
  The bulb worked I believe it was negligence of the tech who installed the light. He also stated he was working fast because there was other cars that needed to be taken care of. These phone calls were hopefully recorded. Also in your response you state “we are liable for the customers part being defective or the car having a problem.” I also don’t think it is fair for me to pay labor and it not be performed correctly like I said previously the bulb worked perfectly fine.
  
  
  Regards,
  
  **** *******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:12/28/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday December 5th I brought my 2003 ford f-150 into a jiffy lube multi care site, and ask them to fix everything that was wrong that would keep it from passing emissions. When they told me my truck was done I showed up and it didn’t drive right, by the time I made it to the freeway (less than 5 minutes) had to turn around because the engine light turned on and clearly they hadn’t finished the vehicle at all or taken care of the problem I originally brought it in for. A few days later they let me know it was the engine, and they didn’t know if it came in that way or if they ruined the engine but that they were replacing it “on them” since they didn’t know. It’s now been two and a half weeks since and they have no idea where the engine they ordered me is, I had to miss going home for Christmas, and **** ******** was so rude to us about it telling us everyone has someone they miss at Christmas. They’ve been unwilling to get me a rental car the ENTIRE time, and I am unable to get one myself due to my credit card having a total $300 limit. I need help. I will be fired from my job on Monday if I cannot make it in and I cannot afford to Uber anymore with rent coming up in a few days. I am writing this December 28th. As of today they have no idea where my engine is weather it’s in pheonix or Abq but it was supposed to be here LAST TUESDAY. That’s over a week ago. Please help guys I’m begging you, please help. I’ve spend hundreds in Uber and transportation fees not being able to go anywhere and have completely lost my mental health because of how bad it made my Christmas. I survived dv this year and got away and really needed to be with my family for Christmas or even be able to go buy a ham but I couldn’t. Please get them to rectify this now. Please.

  Business Response

  Date: 12/30/2024

  Dear Better Business Bureau,
  

  We appreciate the opportunity to address the concerns raised by the customer regarding their 2003 Ford F-150. Below is a comprehensive response to provide clarity on the situation and our proposed resolution.
  

  Background:
  On December 5th, the customer brought their vehicle to our Jiffy Lube Multicare location with drivability issues and an expressed concern that the truck would not pass emissions, preventing it from being registered. The customer requested that we address the problems so the vehicle could pass emissions. Following the repair work, the customer reported further drivability issues and returned the vehicle for additional evaluation.
  Upon inspection, it was determined that the engine had severe internal damage, including sludge buildup and signs of long-term neglect, which were thoroughly documented with photographs. These findings indicated that the vehicle required a full engine replacement. The pre-existing condition of the engine was further corroborated by notes on the original invoice, which detailed observations of unusual conditions when the vehicle was brought to our facility.
  

  Complexity of Engine Systems:
  Engines are intricate systems with many moving parts that must work together seamlessly to function properly. Over time, inadequate maintenance can lead to the failure of critical components, including pistons, valves, and bearings, which can cause cascading damage throughout the engine. In this case, the condition of the engine at the time of inspection reflected significant wear and damage that could not be attributed to our work.
  

  Goodwill Offer:
  Although the condition of the engine was unrelated to our repair efforts, and the engine failure was due to long-term neglect, we extended a goodwill offer to the customer to address the situation. This offer included two options:
  Replace the engine at no cost to the customer.
  Refund the $1,273.06 paid for the original repair.
  These options were proposed in good faith, without any admission of fault, to assist the customer despite the issues being pre-existing and unrelated to our services. Unfortunately, the customer declined both options and requested additional compensation for transportation expenses, including Ubers and rental cars, which went beyond the scope of our goodwill offer and could not be accommodated.
  

  Final Resolution:
  To resolve this matter, we will proceed as follows:
  

  Refund: The original payment of $1,273.06 will be refunded to the customer’s original payment method.
  Vehicle Reassembly: The vehicle will be reassembled to the condition it was in when it arrived at our facility.
  Vehicle Removal: The customer is required to arrange for the removal of the vehicle within 72 hours of this response. If the vehicle is not removed within this timeframe, it will be towed to a storage facility, and all associated costs will be the responsibility of the customer.
  

  Legal Considerations:
  Under New Mexico law, there is no obligation for a repair facility to enhance or improve a vehicle’s condition beyond its original state. The concept of “betterment” is not required, meaning repair services are only obligated to restore a vehicle to its pre-damage condition. Our goodwill offer exceeded these obligations and was made voluntarily to assist the customer.
  

  Conclusion:
  We believe the resolution offered is fair and in alignment with legal standards and industry practices. While we understand the customer’s frustrations, the vehicle’s drivability issues and inability to pass emissions existed prior to the initial repair. We have acted in good faith to resolve the matter and remain available to answer any further questions.
  Sincerely,
  

  **** ** District Manager 
  Jiffy Lube Multicare

  Customer Answer

  Date: 01/03/2025

  Date Sent: 12/31/2024 2:08:23 PM
  Complaint: ********
  
  I am rejecting this response because:
  
  I called the BBB about **** ******** (district manager) response yesterday. I had never spoken to **** before that but yesterday I received a call stating that because I made a complaint to the BBB they would be refunding me the $1200+ we spent with them on my truck and that I needed to have it towed off of the property within 48 hours, when I tried to ask a question he told me, “yeah, yeah. We’ve been very nice to you but you’ve been demanding more and more so we can’t come to a resolution” I called back later and asked what resolution we could not come to and this is what he stated (he spoke quickly so I only got some of it down): Oh well I mean you guys continued to demand more when we in good will tried to do that for you, you continued to demand more (rental vehicle) and I don’t think that’s right. The other option was to refund the vehicle. (He then proceeds to continue to tell me he’s going to refund the vehicle that I need to have it towed out within 48 hours etc etc etc). When I contacted corporate the man on the phone told me DO NOT tow my vehicle off the lot until this is resolved. So I am hearing two different things from corporate and management and am worried about the safety of my vehicle that now doesn’t run because of jiffy lube. I drove my car in, and now it isn’t drivable and I’m expected to TOW IT OFF because I exercised my right to make a complaint about the service I’ve received thus far? I NEVER demanded a thing from jiffy lube or **** ******** I asked nicely if they (jiffy lube location 2301 Wyoming) could accommodate me after misdiagnosing my vehicle and leaving me without a means of transportation to go get groceries, make it to my job as an associate banker at BMO in cedar crest, NM, and leaving me with no way to make it home for Christmas. I missed Christmas with my family this year and it took a HUGE strain on my mental health as I survived DV this year and really wanted to make it home to see family and feel loved and supported. It’s also taken a huge strain on my mental health having to work double my normal hours at BMO because the only way I’ve been able to make it into work is with my boss bringing me with her and taking me home, she can no longer go over on branch hours next week and I’m scrambling to find a way to work. I trusted my vehicle to jiffy lube to be diagnosed and fixed and instead they have left me without a vehicle completely, corporate said don’t town the vehicle until they get back to me and that they have 72 hours to get back to me. I feel like this was complete and utter retaliation on **** Martinez’ part. He was extremely rude to me, speaking over me, chuckling, saying things like “yeah, yeah!” When I was clearly in confusion. I didn’t realize making a complaint to the BBB could cause the business to retaliate this way, my complaint to the BBB wasn’t another demand it was a summary of everything that’s happened in the last what will be a month tomorrow they’ve had my car. I could lose my job, I am supposed to move this month and I no longer have a truck to move my belongings. This is a huge deal that impacts my life majorly in an awful way effectively leaving me stranded without a way to work or get groceries. This is taking a strain on my mental health and my ability to actually function (work, get groceries, go get boxes for my move, drive anywhere at all). This isn’t right. 
  
  Regards,
  
  ******** ****

  Date Sent: 1/2/2025 2:23:36 PM
  I am frustrated over the service received and the misdiagnosing of my vehicle and uncompleted repairs. The district manager's response included claims of pre-existing issues, which were not true. He did not allege pre-existing conditions until after I filed my complaint.
  Also, I did not decline the offered compensation options and felt misrepresented in the company's communication to me. I have had increased anxiety due to the ongoing issues and lack of resolution. It is adversely impacting my daily life as I am without a vehicle.
  

  
  

  Business Response

  Date: 01/04/2025

  Dear Better Business Bureau,
  We appreciate the opportunity to address the concerns raised by the customer regarding their 2003 Ford F-150. Below is a comprehensive response to provide clarity on the situation and our resolution.
  

  Background:
  On December 5th, the customer brought their vehicle to our Jiffy Lube Multicare location with drivability issues and an expressed concern that the truck would not pass emissions, preventing it from being registered. The customer requested that we address the problems so the vehicle could pass emissions. Following the repair work, the customer reported further drivability issues and returned the vehicle for additional evaluation.
  Upon inspection, it was determined that the engine had severe internal damage, including sludge buildup and signs of long-term neglect, which were thoroughly documented with photographs. These findings indicated that the vehicle required a full engine replacement. The pre-existing condition of the engine was further corroborated by notes on the original invoice, which detailed observations of unusual conditions when the vehicle was brought to our facility.
  Complexity of Engine Systems:
  Engines are intricate systems with many moving parts that must work together seamlessly to function properly. Over time, inadequate maintenance can lead to the failure of critical components, including pistons, valves, and bearings, which can cause cascading damage throughout the engine. In this case, the condition of the engine at the time of inspection reflected significant wear and damage that could not be attributed to our work.
  

  Goodwill Offer:
  Although the condition of the engine was unrelated to our repair efforts, and the engine failure was due to long-term neglect, we extended a goodwill offer to the customer to address the situation. This offer included two options:
  Replace the engine at no cost to the customer.
  Refund the $1,273.06 paid for the original repair.
  These options were proposed in good faith, without any admission of fault, to assist the customer despite the issues being pre-existing and unrelated to our services. However, the goodwill offer was rendered null and void when the customer continued to demand additional compensation for transportation expenses, including Ubers and rental cars, which went beyond the scope of the offer. As a result, we could no longer honor the goodwill offer that included a replacement of engine.
  

  Final Resolution:
  To resolve this matter, we confirm the following actions:
  The customer picked up the vehicle on January 3, 2025.
  A refund of $1,273.06 will be issued via check to the address the customer had on file.
  No additional compensation will be provided beyond this refund.
  

  Legal Considerations:
  Under New Mexico law, there is no obligation for a repair facility to enhance or improve a vehicle’s condition beyond its original state. The concept of “betterment” is not required, meaning repair services are only obligated to restore a vehicle to its pre-damage condition. Our goodwill offer, which has now been rescinded, exceeded these obligations and was made voluntarily to assist the customer.
  

  Conclusion:
  We believe the resolution offered is fair and in alignment with legal standards and industry practices. While we understand the customer’s frustrations, the vehicle’s drivability issues and inability to pass emissions existed prior to the initial repair. We have acted in good faith to resolve the matter and remain available to answer any further questions.

  Note: The customer's mother also contacted the store and berated the assistant manager, using inappropriate language and yelling at the staff member in an unprofessional manner.

  Sincerely,
  **** **  District Manager
  Jiffy Lube Multicare
  

  
  

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car (2018 Ford Escape) in on October 22,2024 for a oil change. Shortly after my car started making a rattling noise and the change oil light came on. I had some health issues and it took my partner to take the car back to get looked at on Monday December 2,2024. They told us that they are not certified machinics and don't know why it is making rattling noise. The moment my partner got home (.5 mile) the car is leaking oil really badly. And have contacted the management and took it back in. The employees said it was " a coincidence " that it happened. Contacted corporate office and got a phone call from the owner of the Jiffy Lube and he said that " the car always had the problem " and I am " trying to get him to fix my car for free". When I looked through the Google reviews they have done this same thing to other people. There is now $2,000.00 of damage to my car that didn't have any damage prior to going to Jiffy Lube. And I just bought the car from carvana in May of this year. No one has touched under the hood but the employees from Jiffy Lube.

  Business Response

  Date: 12/09/2024

  The customer brought the vehicle in for service almost 2,500 miles prior to the noise complaint. We inspected the vehicle at that time and were unable to replicate the noise. We informed the customer that everything we had worked on at that visit was in good condition. Recently, they returned with an oil-related concern. Upon inspection, we determined the issue appeared to be related to a seal located between the engine and transmission, which we did not, and cannot, service. The customer claimed that we had overfilled the oil, but we clarified that we did not add any oil during the recent service and confirmed that the oil level was correct. After careful review, we stand by our work and do not believe we are at fault. Due to threats of physical harm and death made by the customer’s husband, as well as threats of legal action, we have decided to cease further inspections or business with them. We have advised the customer to communicate any future concerns through their legal counsel.
  
  
  

  Customer Answer

  Date: 12/11/2024

  Complaint: ********
  
  I am rejecting this response because:
  
  When I took my car to be looked at the second time I was under the impression the people working at Jiffy Lube were licensed machinics. They are not. When my husband returned from Jiffy Lube after being looked at the second time and having the change oil indicator on while still being in the warranty they gave,my car has a oil leak. The men that work at Jiffy Lube said it was " a coincidence " and the owner said "it was not a coincidence " and I am " trying to have him fix my car for free" and the " car always had the oil leak" and was very rude and obnoxious when trying to settle the matter over the phone.  But they are not certified machinics to actually know what is wrong with my car or if they did it. 
  
  Regards,
  
  ******* *****

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:10/17/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 15, 2024 at approximately 12 o’clock I went to Jiffy Lube to get a simple oil change. After waiting an hour. I went to go check on the car and saw an employee rummaging through my middle console. They said it’s a part of the service Then I watched them poor dirty oil into my car and wipe greasy rags on the inside and outside of my car and all my car seats When I address that with the manager, he agreed that the oil was dirty And only apologize and he said that he will talk to them, but he wasn’t going to give me a refund nor change my oil, correct

  Customer Answer

  Date: 10/17/2024

  Address of jiffy oil in Rio Rancho NM

   

  2400 Rio Rancho Dr SE
  Rio Rancho, NM 87124
  United States

   

  store number-1937

  Business Response

  Date: 11/04/2024

  Unfortunately, the complaint ID# is incomplete to address on your website so this email is to address the complaint with our guest.

   

  The middle console was not rummaged through, but we do access the glove box to retrieve the Cabin Air Filter as part of our Signature Service to provide its condition to each customer.

   

  New oil is always installed with every oil change and the color is not clear but amber.  We do not have the service history for this customer regarding proper maintenance intervals so when reviewing the dipstick after service, it can be construed or appear that the oil wasn’t changed but through camera footage, this is not the case.  The vessel used may appear dirty on the outside, but is clean on the inside, where the new is placed.

   

  Regardless, we maintain our Pledge of Satisfaction and will be more than happy to repeat the service, at any location, if the customer would like.

   

  Regards,

   

  ******

• Initial Complaint

  Date:06/18/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date 5/7/2024 Invoice #******* Jiffy Lube Mngr. ***** Martinez. My grandaughter took are car in to this jiffy lube 4220 San Mateo Blvd.NE for a squealing noise. She is 20 Y O and know nothing about the mechanics of a car hence why we took the car here. The manager stated they could not find the problem and said replacing the belt tensioner and belt USUALLY takes care of the problem. Wrong we still have the same problem and when she retuned they said they would charge to recheck the problem and if they find something else they would have to charge to fix this AFTER stating " if she has any trouble just bring it back and we will stand behind our work". We contacted corporate which had some rep from that store call me and state she asked for the parts and the repair which is a lie she knows nothing about the car. I again called corporate and explained we would not go to this location for another rip off job and I agreed to take it to another Jiffy Lube which she did and they told her its nothing to worry about. Not acceptable they just covered for the other store. At this point we've been back and forth and given them 3 opportunities to correct the problem what's fair is to split the cost 50-50 and they refuse to work with us and ***** Martinez is a super defensive person unwilling to admit any fault the whole recommendation was wrong from the start and did not fix the noise problem. They keep stating my grand daughter requested the repair again wrong she knows nothing about how cars operate to even ask for any parts or labor. After multiple emails and call to Jiffy Lube corporate they state it is out of their hands. The franchisee has to work it out which they are unwilling to listen or cooperate at all.

  Business Response

  Date: 07/29/2024

  The complainant sent his granddaughter in to specifically get the belt tensioner and belt replaced. We requested a complete diagnostic, but she was adamant of what her grandfather had said. We did the requested repairs and the customer left came back later with the same issue and we let her know we need the car to do a diagnostic which we would do complementary. She didn’t have time to do it and we needed a few hours to properly diagnose it. Grandfather called several times I requested him to go to one of our larger repair facilities and instructed them that we would need the car for most of the day the vehicle was not making noise  And we needed to cool down so we could properly diagnose it, but they took the car and did not want to return to us. We did the requested repairs and we were offering free diagnostic. The customer refuses to bring it to us and this is not our fault. We are still willing to do a complete diagnostic for free ,  if the customer leaves it for the time we need it otherwise we are doing nothing else for them. 

  Customer Answer

  Date: 08/01/2024

  Complaint: ********
  
  I am rejecting this response because: ***** ******** current manager has numerous lies and extremely poor reviews of same dis service to other customers! Now he's claiming I recommended my grand daughter take the car to his place of business which is another lie of many he can't keep up with. I never told he to go to these scammers nor do I ever recommend Jiffy Lube for any services. I have also attached the complaint and both reviews we posted on Google to help other women and young people from being taken advantage of over two months ago when we first encountered these thieves. Note there was another tech working there that informed ****** that those parts were not needed in the first place she can also verify that as well. Please feel free to contact either one of us for the truth and documented communications with this company and corporate emails and communications. ***** ****** ********** ****** * ******  ********** 
  
  
  
  Regards,
  
  David C/o Cierra Gracia Armijo

   

   This is A COMPLETE LIE!  MY GRAND DAUGHTER TOOK THE CAR TO THESE PEOPLE THEY COULD NOT FIND WHAT was causing the squealing FIRST AND FOREMOST AND THIS LIAR WHOEVER RESPONDED RECOMENDED THE PARTS! My grand daughter Cierra will confirm this as well. They stated to her this will solve the issue. This car belonged to my wife and me and I never go to Jiffy Lube nor would I ever recommend anyone going here.

• Initial Complaint

  Date:04/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Jiffy Lube on Coors and paseo to get an oil change and emissions test. I failed the test because of a bad thermostat. I ended up getting the thermostat and and coolant sensor replaced and when I was going to pick it up they asked if I had any trouble starting it, which I did not. They couldn’t get it started so I left it over night and when I called in the morning to see what was going on they said that it was fixed and it was a faulty ground connection. I arrive to pick it up and start driving out and once i get on the main road the car starts stuttering and cutting off the power. Before taking it in for the thermostat and oil change I never had this problem and never had any problem with the electrical connection to the engine. I brought it back and they just told me “we don’t do electrical work but there’s a place that you can go to that’s expensive. Sorry we don’t do electrical.” I am now out $650 for what they did to the car and now i have to take it to another mechanic to get a ground fixed. This is completely unacceptable and i’m considering taking this to court.

  Business Response

  Date: 04/12/2024

  After speaking to my mechanic about the vehicle, we have determined that due to the condition of the vehicle, this issue was not caused by negligence, it was caused by the age of the vehicle and the condition it was in when we started doing any repairs.  The grounding strap broke off as a result of age of the metal, not anything we did wrong on our part.  Our mechanic did fix the grounding strap, at no additional cost to the owner.   

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document

  Wed 3/7 or 8/2024 Devonte call me, he went to my apartment & check, the leak again and he said bring the van back to the shop.

   

  (Sat.) 3/9/2024 Go back again to the shop w/ the same problem. Deoante, Sammy check it again /7 said everything is okoy/

   

  (Mon) 3/11/24 Go back again to the shop with the same problem. Devante check it again.  It took us almost half day. Devante said, he cannot fixed it and don't know where the leak is coming from. He wants us to go another Jiffy Lube.

   

  I am tired going back and forth to Jiffy Lube. JUST REFUND my money for the repairs, fixed the DENT of my Front bumper passenger, pike and reimburse for towing Fee for excess mileage.

   

  (Thurs) 3/14/24 I checked the car, I see more oil leak photo to follow

  Business Response

  Date: 03/14/2024

  Following an initial inspection, ********* vehicle exhibited multiple leaks, including a coolant leak and an engine leak originating from the valve cover, which had permeated the entire engine. Upon completion of the agreed-upon services, ******* reported an oil leak. Subsequently, technicians were dispatched to ensure the vehicle's safety, after which ******* returned the vehicle to ********* 1737. Upon reinspection and operation of the vehicle, another oil leak, distinct from previous repairs, was observed behind the engine. This secondary leak was found to be unrelated to prior service and had been masked by oil from the valve cover. DM **** and ** ***** endeavored to clarify to the customer that multiple leaks can manifest in a vehicle, and the valve cover service he procured was not the source of the observed oil on the ground. In accordance with our recommendation, ******* was advised to seek diagnosis and repair at a specialized facility, Jiffylube 3250. Despite the offer for further diagnostic support, ******* insisted on a refund, which was declined, as the services rendered by Jiffylube 1737 were executed accurately and were not causative of the reported leak.

  Business Response

  Date: 03/19/2024

  Unfortunately as stated in the prior response. The customer will need to pay for the additional repairs. 

  Customer Answer

  Date: 03/20/2024

  Complaint: *********
  
  I am rejecting this response because:
  
  When I brought my car the first time on 2/17/24 only oil leak is the problem.  I did not notice any coolant leak.  I demand to have my car repaired with out cost or refund my money.
  
  Regards,
  
  ******* **** 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to get a thermostat fixed. They quoted me over $500 to have it replaced. They said it was fixed and would not overheat anymore. I drove home and didn't drive the car again until the next day. I drove less than a mile and the car over heated. When I called them they said when I left the business it was fixed. It didn't even last 24 hours. The total with parts and labor was over $620. I asked if they could fix it and they said they already did and there was nothing they could do. I told them I'd change my bank account number (I had to finance to pay) they said it didn't matter since I went thru a 3rd party to pay they already got paid. He clearly had no sympathy or any willingness to make this right.

  Business Response

  Date: 01/31/2024

  Ms. *****

  We apologize for the misunderstanding on the phone. I invite you to please return with the vehicle so we can double check the work completed. If the vehicle is unable to get here, we can send someone out to look at it. If there are further repairs needed beyond the scope of what was performed however, we will have to quote you for them as other services and diagnostic were recommended at time of service.

  Thank you,

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

  Customer Answer

  Date: 01/31/2024

  Complaint: ********
  
  I am rejecting this response because:
  they were very rude when I called them back.  I would rather take my business elsewhere, and just get my money back. 
  
  
  Regards,
  
  ****** ******* 

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]