Complaints

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to get an oil change & inspection 8/31/23. The system was down that day for inspections so was planning on oil change only. While waiting, the cashier overheard me tell my friend that I needed new headlights or needed to get mine restored. She piped up and stated that they provided headlight restoration service there. I was happy so talked to an employee about it and agreed to the service. A few mins later, another employee told me I needed new brake pads and rotors. I agreed. I left my car there for several hours ( for headlights to dry). I got a call a few hours later from ***** who stated when he pulled the tape off my car after doing the headlights, that it pulled the paint from my car. I was upset and asked how could that happen, he said he didnt know. When I went to pick up my car, the manager was there and explained how sorry he was it happened and they wouldnt charge me for the headlight restoration but there was nothing he could do. I called back a few days later bc my brakes were making a terrible noise when I applied pressure to stop. He said I could come back whenever to fix the brakes. During that conversation, we discussed the paint coming off my car. He said he was going to talk to his district manager and would let me know. While discussing the issue, he mentioned that his DM would be at the store that day. I told him I would take off work to come show the DM where paint peeled and they could check my brakes. While waiting, they took off my tires and realized the rotors were not installed properly and what cases the *************. Finally the DM ***************************** showed up. We discussed at length the issue of the paint being pulled off. He assured me he would look into it and call me back. He called 2 days later, after a lengthy discussion, he stated there was absolutely nothing that jiffy lube could do. I said Ill see you in court. He hung up. I havent heard from anyone and feel the company should make it right by paying for paint job.

  Business response

  10/03/2023

  We performed a head light restoration on the vehicle. We use painters tape to tape around headlights to protect all

  areas of fender and around headlight. Paint on the vehicle shows areas where it has flaked or come off prior to us

  performing the service. There were also areas that had been painted over with some type of touch up paint. Customer

  confirmed that had been issues with the paint prior. Some of these areas where near the headlight area on the driver

  side. The last paint job on the vehicle is defective and not performed correctly. We perform many of these services a

  year and have had no issues with this. We also hand sand and prep the headlight while doing the service, no mechanical

  tool is used in the process. This is simply a bad paint job that was not done correctly and is defective. Should refer

  to person or place that performed the last paint job. Can not accept responsibility for an issue that was there prior to

  us servicing the vehicle and our work was performed correctly. There was also no charged to the customer a $90.00

  value.

  Customer response

  10/04/2023

  I am rejecting this response because:  the car had never been repainted. I am original owner. They buffed over the tape for servicing the headlights. That is why the paint peeled only in the area where they buffed, not around the entire headlight where the tape was used.  I have to get the fenders and probably hood re-painted because it is a three step process paint job. I will take them to small claims court w estimates and pictures of the damage. 

  Business response

  10/23/2023

  Pictures of areas where the paint has been touched up before we had ever touched it and 

  the paint flaking off same way. Also short video clip of ** hand sanding the light. could not

  add the whole video because file is too big. We have the whole service. Never used any 

  tools just hand sanding.

  Business response

  10/23/2023

  Short video clip of service

  Business response

  10/23/2023

  Would not take video. Have a pic. from video of service. hand sanding.

  Business response

  10/23/2023

  Picture from Video hand sanding

  Customer response

  10/28/2023

  I am rejecting this response because:   Even if there were different places on the car that were flaking off, it does not make it ok, that while you were performing an added service, your actions peeled off the paint on major portions of the vehicle. How is it right that this much damage occurred on your property, while my car was in your care, and you were performing a service to said car.  The pic provided does not show the area on the car where the paint was ripped off the fenders.  I am the original owner and I have never had the car repainted. The headlights could have been taken out w 3 bolts each and the service provided with no tape,  if there was any concern that the paint would peel.  It is not MY fault this happened to my car. The fault lies directly with the company for the outcome of this service provided. Not to mention, I was told the price was ***** not 90. How does not charging me for a service where your employees clearly messed up to the tune of several thousand dollars make this right?  You know it is the fault of your workers and choose to do nothing. I will have estimates and pictures when I take your company to court, if not receipts for it being repaired as well as everything else needed to prove that the paint ripped from my car is the fault of your employees, under your care at your company, jiffy lube. 

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