ComplaintsforTeam Car Care, LLC dba Jiffy Lube

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Went in for oil change 6/4/24. Left with engine failure. Car broke down in ************ , Tx 6/24 - evening hours. Had to get it towed to apartment complex. 6/5/24 - spoke with ****** ( #****) - he suggested I have it towed to local repair shop . I chose Marble *************** to pick up & write up estimate for repair. ****** assured me that they would take full responsibility for repairs because it was a result of their services. Marbe *************** has sent over estimate for repair ( $5773.12). ****** called me to tell me that 2010 ****** is a total loss. Marble *************** explained to me that engine was a failure due to oil change performed at Jiffy Lube 6/4. My car has been sitting at repair shop , Jiffy Lube will not pay for repair. ****** called me via phone to verbally mention that offer of $1100 plus refund for oil change. I have a invoice for the tow to the apartment complex as well. I refused $1100 . He has since been telling me that the district manager -***** will reach out to me to discuss this matter. I have called Jiffy Lube customer care several times, I have left complaint on Jiffy Lube website, I have reached out to ****** ( almost daily). No one has settled this matter with me. I am asking for the full value of my vehicle be sent to me , along with the reimbursement for oil change & tow. There are fees on a estimate from repair shop that need to be paid as well. What else do I do? I am being ignored bc of a mistake they made.

  Business response

  06/17/2024

  This complaint is currently being reviewed.  Thank you for the tow and estimate attached.  We will post an update no later than Friday, 6/21/24.

  Customer response

  06/17/2024

  I have reviewed the business response and accept this resolution. 

  I have accepted that the BBB has reached out to Jiffy Lube.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 23rd, around 11:30 am, my daughter and her grandmother took my daughter's Jeep, which is in my name, into Jiffy Lube to get an oil change. When they arrived, they were told the equipment was down, so were not able to pick up the vehicle until around 2:00 pm. When they were there, the worker, *****, told them he thought he heard a sound and that they needed to get the A/C condenser looked at. They paid him for the oil change and left. On May 27th, my daughter was driving down the interstate at night when the engine seized up on her. Her dad had it towed to *************** where the staff there immediately recognized that a small bit of residual oil had come from the filter, and the Jeep had no oil left in the engine. The staff diagnosed the engine seizing due to no oil, and stated that the oil filter must not have been put in properly. When calling Jiffy Lube, we spoke to ***** and he said that they were doing an investigation. After the investigation, ***** stated that they are not taking responsibility for the Jeep having no oil in it, and that he had heard a sound and stated "I'm not sure what that was, but that could have caused it". ***** insisted that the oil filter was on tight, and that he had reached his hand down there to check it himself. When I called ************** back, they informed me that he had even acknowledged to them that there was residual oil on the ground under the filter, but still did not want to take responsibility. The gentlemen at ************** made it clear to me on the phone that there is nothing else that would have caused the engine to have no oil in it. When I spoke to *****, he talked to me like I had no idea what I was talking about, and the excuse he came up with made no sense whatsoever. I am upset over the way I was spoken to, the fact that it was my deceased brother's vehicle prior to my daughter getting it and the danger my daughter was put in, and the fact that ***** is not taking responsibility for their mistake.

  Business response

  06/12/2024

  Please provide a copy of the service invoice or the location visited, and make and model of the vehicle in question.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to ******************************** (located at **************************************) on 03/29/2024 at 5:30pm to get an oil change service for my mothers 2012 Chevrolet Traverse. This car has gotten regular service from this location many times.As I pulled in, one of the employees, named *************************, proceeded to check my oil. He told me, after checking my oil, that I needed to have it changed. I agreed to the service of Jiffy Lube changing my oil. When it was time to pay, I asked the employee if Jiffy Lube could accept payment via Apple Pay, and the employee said yes. I gave the employee, *************************, money for the service via Apple Pay to pay Jiffy Lube for the service. What I was unaware of at that time was that the employee did not actually change my oil and instead pocketed the money via his own Apple Pay account. The receipt of this transaction is on my Apple Pay.One month later, my engine locked up while driving on the expressway. I had the vehicle towed to a mechanic shop where they informed me that the engine locked up due to having no oil, and it would cost $8900 to fix and replace the engine. After receiving that information, I called the ******************************** and spoke with a person named "*****" who stated he was the manager. When speaking to him about the oil change experience, the manager admitted that the employee no longer worked there and refused to give any more information. The manager even refused to provide his full name. I filed a police report with the ************************** soon after and the police department mentioned that they have received several complaints about the Jiffy Lube location. We plan to get a lawyer to *** for damages. My mother is physically disabled and does not deserve this.

  Business response

  06/11/2024

  We have received this complaint.  Please provide the diagnostic report and estimate so that we can review.

  Customer response

  06/11/2024

  Attached is car damage report to provide to Jiffy Lube

  Business response

  06/26/2024

  We've received the police report and diagnostic report. No record of service due to cash/Apple Pay deal. Inputting claim and will upload the documents. 

  Customer response

  07/03/2024

  Attached is the receipt of payment made to the Jiffy Lube employee. Also attached again is the police report and cost of repairs. Please provide this to Jiffy Lube

  Customer response

  07/04/2024

  Hello, I just wanted to reclarify that the fraud committed by the employee took place at Jiffy Lube where I went to render service for an oil change. The employee was in full uniform and interacting with other employees. When I made the payment via Apple pay, i was fully under the impression that this was a payment method going straight to Jiffy Lube account for the **********************, not to the employees personal account. I came to ******************** to get my oil change and that was all. I have gotten service there many times in the past and was a dedicated customer that trusted their establishment for almost 10 years. The Jiffy Lube employee committed fraud at jiffy Lube's establishment and did not change my oil without telling me. The car engine later blew out on the expressway and i could of lost my life and so much more. Jiffy Lube should be fully responsible for the repair of my car as this happen under their establishment with their employee. it is Jiffy Lube's responsibility to have procedures in place to prevent their employees from committing fraud on customers. Please cover the expense to fix my car as my mother is disabled and needs the car to get to doctor ************ weekly and so much more. We have been struggling ever since this happened and we can't continue to afford a rental car. 

  Business response

  07/08/2024

  Please be advised that we have received an Attorney General complaint.  All communication will be sent to the ** point of contact. 

  Customer response

  07/09/2024

  Hello, in response to the following statement by Jiffy Lube: "Please be advised that we have received an Attorney General complaint.  All communication will be sent to the ** point of contact." Does this mean they are nolonger going to communicate here via BBB? Can you please confirm if you are going to repair my vehicle or pay for the damages? My family is going through an extremely hard time because of this. Can you please confirm that you will repair or compensate the cost of damages to the car. Thank you.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi I recently visit jiffy lube located in ************************************************************************************** on may 18th ************************************************************************************************************************** with a quiet normal car never heard that sound before an wen I left an got to the stop light I instantly turn around an told them my car not soundin right they said ok took a look at an said they forgot to do something an that it was fixed so I started my car it sound a little better they said once I drive it should be better it should be strait I left an got on the road to ******* an my car stop two hr away from my destination so I had to get a tow to jaguar dealer ship an I have been stayin in hotels for thirteen days wen I have missed work an I only came here for a funeral as u can see Im very stress out an aggravated the guy that fix my oil Change stated that he never did it on jaguar before an ******* told him u gone learn today so they actually had someone do my oil change that wasnt qualified now jiffy lube corp told me that its not they fault when I pulled up my truck was perfectly find no engine light on nothing was wrong I was just getting an oil change cause I was on my way to a funeral in ******* an I wanted to make sure my oil was change before I got on the road they also have audio video in there so they can see an hear I road in perfectly fine this has really took a toll on me Im looking for u guys to get my car fix an also accommodate me for missing work paying for hotel an rental car I really need your help So I can get home I also have kids an Im paying for a baby sitter an some more stuff Im in ******* now as I speak trying to get home.

  Business response

  06/07/2024

  We have searched our database via the guest full name and contact # and do not find a service record.  Please provide the Jiffy Lube invoice #(Not transaction #) and date of service.  Also, include the vehicle license plate ID and registered state as this will also assist with our search for an invoice of service.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  04/01/24 was the date of service. I went for an oil change. They had advertised on the sign that oil changes were $99. At check out, I let them know that I had a $25 coupon. I expected to pay around $75 +tax. When he found out I had a coupon, I saw him adjust the price to $120 and then take off the coupon so I paid $104.84 with tax, $95.97 without tax. I think this is bait and switch and should not be allowed. I thought a long time about registering a complaint because I have anxiety. But this should not be allowed. I do have a copy of the invoice if it becomes necessary.

  Business response

  06/05/2024

  Please provide the location and or a copy of the service invoice so that we can involve the correct team.

  Customer response

  06/06/2024

  It is the Jiffy Lube at ********************************************  I do not have the invoice with me but can try to locate it if necessary.  I know you can find the invoice on the system with my name/address

  Customer response

  06/10/2024

  I am rejecting this response because:   It is the Jiffy Lube at ********************************************  I do not have the invoice with me but can try to locate it if necessary.  I know you can find the invoice on the system with my name/address

  Business response

  06/10/2024

  We do not find this customer listed by name or phone #.  Please provide the vehicle VIN # in its entirety and the vehicle license plate number and registered state.  This will enable us to search our database.  We will not proceed further without a invoice of service. 

  Customer response

  06/13/2024

  please see attached photos

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/7/24, I went to Jiffy Lube #*** for a radiator replacement and was charged $220 by the mechanic who serviced my vehicle. I was pleased with that service and I returned for a tune up around 3/31/24 because I had a slight miss fire in one of my cylinders. They had my car there for 3 days before I had to call for an update to see what what was going on. On 4/3/24 i returned to pick up my vehicle only for it to be running worst than it every has. At the time, the mechanic told me that the backfiring and loss of power would go away after 15 a mile cycle and if it didn't, for me to bring the car back. Upon bring it back, the district manager got involved and they brought in two other mechanic to assess what the original mechanic had did incorrectly. My car was there for another week and the district manager assured me that my car would be kept safe and kept inside for safe keeping at night. Which failed to happened since I personally saw my car outside after business hours and was told by employees that the car was left outside while in Jiffy Lube care. After coming to no conclusion on what was wrong with my car, I was issued a refund and told by the district manager that if a diagnostic determined they did something wrong, that he would cover the damages after investigating. After getting a diagnostic done at a major dealership, they determined that jiffy Lube had put in the spark plugs incorrectly, causing violent vibrations and other cylinders to miss and damaged the newly replaced radiator. They quoted me for $3461.23 in damages that Jiffy Lube caused for not double checking their work. The district manager said he didn't want to pay them to do something he could do himself and he can do the repairs at one of his shops. He agreed to replace the radiator again at no cost and because it was under warranty. My car sat at the dealership for a week and is currently still sitting at the jiffy lube location waiting for the repairs and I am still waiting for a response

  Business response

  05/23/2024

  This complaint and all attachments have been forwarded for investigation.  We will circle back as soon as we have more information. 

  Business response

  05/29/2024

  Please be advised that the District Manager is awaiting the part to arrive, and this has been communicated to **************.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to the Jiffy Lube ******************************** on 5/4/24 originally for an oil change. ************ who is the Manager of this location offered a coolant flush after using test strip and I accepted as I was told I can get my engine too hot. I have a ************************************ license plates: *******. **** ********* the oil change and coolant flush. I paid the Invoice #********* & left. After service I noticed fluid underneath. I thought its excess oil drip that was after services on 5/4/24. By 5/9/24 my car was rattling loudly under the hood. When we looked at it we noticed there was no coolant in the car. Their flush caused a coolant leak. Went back to ****************************** on 5/9 and spoke to an employee to get **** to look ay issue as there was nothing wrong with my car prior to the coolant flush. **** was not there & would not answer calls. Employee saw leak but stated they never saw anything like that. They took my name/number for **** to call me. I called the store multiple times on 5/10, no answers at all. I reached out to corporate who created a case and had **** call me. He called, brought car back on 5/10, he looked at it, stated I dont know Im not a mechanic Then sent us to the *******, ** location to fix as they have a mechanic he said ******************* would help. Went & they said they think its the water pump & cant do the job as they needed GM parts, but have a local shop to fix would be no cost to me w/ GM parts. On 5/11 my car overheated. Spoke with ******* location & stated they can reimburse my bill after they said no cost at first. 5/13 Needed to tow my car to any mechanic as ************ stated. Car went to dealership. This escalated to District Manager ******* by 5/13. 5/14 ******* said they can only do $250 for repair. He stated he would reach us after talking to ********************* to cover repair as stated. Never heard back from *******. They broke my water pump. They are failing to communicate& 2 locations/staff lied about covering repair.

  Business response

  05/16/2024

  *************** has spoken with **** (******'s representative) today and escalated to RVP *********************.  ****** has forwarded the dealership diagnostic data which has also been forwarded to *********************. 

  Customer response

  05/16/2024

  Attached is the diagnostics invoice from Buick Service ***** Please note the diagnostics invoice that was sent with logs from the Buick Service ***** does not include the parts AND labor total(s) as they are waiting on Jiffy Lube 118 either written or verbal communication that they are going to take accountability for the issue caused by Team Lead, ********** on 5/4, and provide payment. 
  
  
  In the very beginning of all of this I was told that this repair my Buick Encore needed would be at no cost to me, they'd get their local repair shop on it, to then saying I can get the car anywhere of my choosing because the issue reached severity. I was then told I would only be reimbursed on 5/11, to which then both the Riverhead & *******, NY Jiffy Lube locations escalated to ******* who was stating all they can offer is $250.00 on 5/13, and we requested to speak to anyone that is in a higher position after hearing that to which he did not respond back to my calls until today, 5/16.
  
  5/16 at 3:45pm I had just spoke with ******* District Manager with **** on the line. ******* stated that they can only cover $250.00 which is the same as what he said on 5/13. I requested to speak with someone higher up again and was told "He's not going to speak to you guys". I get it, hesitant to go up the ladder on ********* part but this case has so many twists and turns from two different locations, not truthful in their statements, and their communication is very poor or should I say lacking. I tried to work this issue out locally with them, but being that their stories have changed so many times when they actually do communicate with me, I must emphasize that I do not trust that they are following up with this in the slightest or that anyone local to the management at Jiffy Lube 118 will help me. I let him know I will be continuing the processes of going through our case, working with whomever I need to and being in contact via our email with *******, corporate, & guest relations and responding to BBB complaint.
  

  Customer response

  05/23/2024

  Attached is the diagnostics invoice from Buick Service ***** Please note the diagnostics invoice that was sent with logs from the Buick Service ***** does not include the parts AND labor total(s) as they are waiting on Jiffy Lube 118 either written or verbal communication that they are going to take accountability for the issue caused by Team Lead, ********** on 5/4, and provide payment. 
  
  
  In the very beginning of all of this I was told that this repair my Buick Encore needed would be at no cost to me, they'd get their local repair shop on it, to then saying I can get the car anywhere of my choosing because the issue reached severity. I was then told I would only be reimbursed on 5/11, to which then both the Riverhead & *******, NY Jiffy Lube locations escalated to ******* who was stating all they can offer is $250.00 on 5/13, and we requested to speak to anyone that is in a higher position after hearing that to which he did not respond back to my calls until today, 5/16.
  
  5/16 at 3:45pm I had just spoke with ******* District Manager with **** on the line. ******* stated that they can only cover $250.00 which is the same as what he said on 5/13. I requested to speak with someone higher up again and was told "He's not going to speak to you guys". I get it, hesitant to go up the ladder on ********* part but this case has so many twists and turns from two different locations, not truthful in their statements, and their communication is very poor or should I say lacking. I tried to work this issue out locally with them, but being that their stories have changed so many times when they actually do communicate with me, I must emphasize that I do not trust that they are following up with this in the slightest or that anyone local to the management at Jiffy Lube 118 will help me. I let him know I will be continuing the processes of going through our case, working with whomever I need to and being in contact via our email with *******, corporate, & guest relations and responding to BBB complaint.I am rejecting this response because:   

  Customer response

  05/29/2024

  It is now 5/29; my 2019 Buick Encore is still getting repaired at Buick GMC dealership. They changed the water pump after Jiffy Lube in ********** coolant flush, but still my car proceeding to overheat. They also changed the radiator and thermostat, but still my car would overheat after testing. They are now changing the HEAD GASKET! Jiffy Lube has since communicated that they would only offer $250. Where is the accountability here? Jiffy Lube proceeded to tell me to drive to their multiple locations knowing my car had a coolant leak after their flush. I made contact via email yesterday to HQ - ********************. Someone needs to assist here.

  Business response

  06/06/2024

  We have added the denial letter shared with this customer.

  Business response

  06/10/2024

  We have added the denial letter shared with this customer.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car in yesterday May 14th for a routine oil change like Ive been doing almost every other month. Saw a new guy working. Didnt see any of the regular workers until after he began servicing my car. After he was finished and I paid for the service. I noticed two workers one in the drivers seat and the other at the drivers side window, pressing buttons on my dashboard in an attempt to erase whatever the screen was displaying. I drove the car and noticed it feeling a little weird, but figured it was just the new oil change and Id only need to run it a little. Throughout the day it felt a little worse and by the time I got home, the car was shaking and feeling like it was going to shut off. Got up this morning for work, started the car up and the check engine light came on with the car shaking. I am unable to drive the car and when I called jiffy lube they proceeded to tell me that because my car has ******* miles, I may need spark plugs changed, if I could check my oil level and bring the car back to them or have a mechanic look at it. I took my car there because Im a woman who doesnt know how to do these things, thats why I pay for my car to get serviced. I am missing work, my daughter is missing school and my problem isnt being resolved. What should my next step be? Someone also wrote a review about them 2 days ago stating that they put the wrong oil and filter in his car, which has me feeling more uneasy.

  Business response

  05/16/2024

  We were not able to find this guest in our database via contact # and/or name.  Please provide the vehicle VIN # in its entirety, the license plate ID and registered state.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4/9/2024 had them do oil change service 120 dollars they said no problem will have you in and out in no time.im assuming when they topped off the fluids they put brake fluid in the intercooler reservoir right after they completed there task car went straight to the lexus dealer in ********* for a check engine light due to that we have a ****** invoice jiffy lube does not even try or attempt to resolve the s**** up they did

  Business response

  05/15/2024

  Please provide the location visited, date of service, and invoice number so that we can locate a service invoice.

  Business response

  05/16/2024

  Please be advised we do not have service records for this customer.  We've searched via the contact # and first/last name.  Please provide the vehicle VIN # in its entirety and the vehicle license plate ID.  We will search our database again once we have this information. 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had Headlight Cleaning done. Headlights were still foggy, not clean when Jiffy Lube finished. The gal not sure if manager told me nothing could do about the foggy headlights, offered to clean headlights again, which she did. They still had a foggy appearance, I was not happy with finished result, told her so. She said was nothing could do about it. I told her that on the Jiffy Lube advertisement loop in customer waiting room, showing before & after, headlights were sparkling clean, not foggy. She again stated, "nothing can do about it". Told her again, I was very unhappy, not pleased with service done. She offered a 10 percent off next oil change coupon, which I declined. I would like a credit refund to my debit card.

  Business response

  05/13/2024

  Our records show a refund of $76.74 was given on 5/8/24.  Guest should check his account online for confirmation. 

  Customer response

  05/13/2024

  I have reviewed the business response and accept this resolution. 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. ↩