Complaints

• Initial Complaint

  30/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Last year I had an incident with this business where they failed to tighten my drain plug after an oil change on my vehicle. I had pulled the vehicle over once it started dumping oil and there was no further known damage to the car. I contacted the business and they paid the cost of the tow to to their shop to look over the vehicle, they offered a year warranty on the engine, and either the refund of the oil change OR 3 free oil changes for the inconvenience. I accepted the 3 free oil changes. A few months later I had purchased a new vehicle (in no relation to said incident) and assumed the free oil changes would still apply as they said it was for the inconvenience. When I went in to redeem my first oil change there was no note on my account or anything to inform an employee of such an agreement but the manager was there that day and I spoke with him. He initially was not going to honour the free oil changes as the oil for my new car is more expensive but I had said that I just wanted whatever the value of what it would have been on the previous vehicle and the manager agreed. I went to redeem my second oil change on May 20 and the manager had said that he would no longer honour the original agreement because it was a different car. The employee that I was dealing with also informed my that there was a note put on my account during my previous visit that they would not honour the free oil changes but that had never been discussed with me during that visit or made clear by the manager. After a series of unprofessional interactions with the business, I no longer desire to have any further services provided by them so I am not asking for service resolution by honoring the remaining 2 free oil changes but I would like an acknowledgement/apology from the business and a cheque for the value of 2 oil changes as that was the value agreed upon.

  Business response

  27/06/2022

  Good Morning,

  
  

  To this email I will copy what we replied. I admitted that I was in the wrong, it was a bad judgement on my part. I was talking to the owner about this and he was the one who informed me that I was in the wrong and explained why. We're offering her 3 free oil changes for her new vehicle. Price of her oil changes for her new vehicle almost doubled in price. We thought this was a fair resolvent and we did apologize for our misjudgment and the inconvenience this has a caused her.

  
  

  Please see the email we sent to her on 06/13/2022 below.

  
  

  Thanks,

  
  

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

  Store Supervisor

  Jiffy Lube (1501) 

  (902)789-1211

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