Complaints

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 14th 2024 Went to Jiffy Lube on ****************** in *********************** for an Oil change they stated I needed multiple other services including a coolant flush.. paid over $400 dollars total.Couple weeks later I went down there because ever since the coolant flush my engine was overheating at idle they checked it out his name was *** and he was the manager at the time he said that I had a lot of air in my tubes and hopefully that fixes the issue... Couple weeks later, Now July 2024 I came back because it did not remedy the issue very long and we noticed that my fan was not working they were concerned that maybe THEY, jiffy Lube, had damaged wiring or had done something to cause the fan to not work.. a code did come up when they checked it but it did not give them a specific reason of what was going on since they are not a mechanic shop they told me to go to ******* and they would refund me for all my issues. I have contacted Jiffy Lube in ********* 7 times and spoken to ******, the new manager *** is no longer working there. I've been told each time I would hear from someone. I've heard not one word. I filed a complaint online and received an email I would hear from them within 3 days or 72 hours. I heard nothing! I've called and called and have gotten nothing. I'm done. I need help.

  Customer response

  09/09/2024

  Hello BBB, 

  
  

  I was told a refund was issued but I have yet to see this reflected on the credit card. I spoke to Jiffy Lube the day I filed my complaint with you guys .. I can't recall but I am sure you can see what date I opened a ticket with you. So, on that date is when I spoke to the manager last at the ************ location and he said a refund has been issued to the card used for payment of service, approved by corporate, but this was clearly false. It would have been deposited back on the card by now and it has not. Please continue to do what you can! This is so terrible. 

  
  

  Thank you - ******* ****

  Business response

  10/10/2024

  I just left a VM for Ms. ***** I will be issuing a refund back to her. I just need her to call me back and confirm her mailing address before a check is mailed out.

  This case can be closed.

  Thank you,

  **** *.

• Initial Complaint

  09/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got a oil change on the 21st of August. I was told my back Brakes are low and my front brakes need to change. He also said that I needed to change the In cabin Ac filter. He came to me with a list of recommendation said that I can use the easy pay and pay on a payment plan. So I said that's a great I deal but he said I would need to qualify. So I tried to see if I qualify and I did but I still didnt want to do everything. So my front tires were a little wabbaly and I said the back brakes can change and the ac need coolant and the in cabin filter can change. He offered free wipers, and to clean my lights. The oil change was already completed. So I was told that they can check out the car by driving it and see what it needs and call me to let me know cause he offered to drive me home advising it would take 3hrs. I was also told again by **** after he asked me what was I getting done and I said we'll I don't know I told him a few things but he said he will call me. **** confirmed before dropping me home that ****** would call me before the started the work on my vehicle to confirm. That gave me a little relief cause I can consult my other half in the mean time. Now I'm waiting for the call I get super busy closed to 2hrs later **** calls and says my car is ready and I advised in the car I didn't get a call so I asked what they did he advised they did the transmission all 4 routes and brakes and all other extra charged I was charged for. I almost died. The avoided me the whole time I was there and left me to find out that if I don't pay the loan in 3 months that I would have to pay over ********************************************* And I over heard them talking about how many people have a hard time signing the paperwork which I thought I completed before I left. I'm not sure if they knew I could hear them but I felt scammed. I don't trust anything they have done to my vehicle. They charge things i didn't ask for. No one called me I checked my call log several times.

  Business response

  09/10/2024

  I spoke with ******* *. (Market Manager - Broward County) and asked him to investigate this complaint...this is his response:

  ****, the customer was well aware of the ********************** that would be performed on the vehicle. I observed the service advisor and the customer on cameras as he was conversing with the customer, and she signed the estimate to get the repairs performed. She told the service advisor that her husband/boyfriend Was going to be upset because she was doing the work, and then she said oh well, they need to be done anyway. She was approved for easy pay, which she signed and paid with. The issue is likely that her significant other may be giving her a hard time; who knows? Anyhow, everything was done correctly by the service advisor.
  
  See the attached receipts and estimates.
  
  Thanks
  CT

  Customer response

  09/11/2024

   
  Complaint: 22253968
  
  I am rejecting this response because: I was showed a quote for router and brakes and ac filter are the inly thinfmg he explained to me on the paperwork nothing about tge transmission. I was told I had to sign before I leave so they could looking in to my vehicle. Due to the fact he said it was going to take 3hrs and they were dropping me home. They needed the signature as he advised before I left. Before I signed I asked him if I sign this will I get a call to let me know what is needed to be done. So I can make a final decision, I was advised twice yes we will call you. I signed a paper that he wrote my number on. I never got a call, I even was advised by **** who dropped me home that they would call me to let me know before they started working on the car. There was a promise that was made three times that never happened.  That's not good service. 
  
  Sincerely,
  
  ******** *********

  Business response

  09/11/2024

  As per ******* *., he is standing by his original email response. With a signed estimate, the customer acknowledges the work to be performed.

  Thank you,

  **** N

  Customer response

  09/12/2024

  I was told I was getting new parts on my car I paid for parts that didn't need to be change. Most things they did to my car could have waited but these routes are not new they are rusted. They are squeezing the breaks are squeezing and the right front Passager tire is shaking.  So I paid for used part to be put on my car. Did they watch the video of them performing the work on my car. No one called me as promised before touching my vehicle. No I have rusted routers on a car I only had for less than a year now. The car wasn't that bad if it was why would they sell it to me. I told him if I didn't have to do it all then that's good to let me know what I need done. They said okay we will call you, before I signed the paper he advised he would call me before doing the work to let me know what they see is wrong after **** drives it. No one called me. I got no phone call, they took my car started working on what they wanted to do. Not what I asked for them to do. That's fraud. This matter for me won't be resolved because my car is not driving well. So it's a lost for me.

  Customer response

  09/12/2024

   
  Complaint: 22253968
  
  I am rejecting this response because:I've been scammed. What they said and what they did were not the same thing. They said they would call me even after I signed because they needed me to sign before they could look into my vehicle and I wasn't going to be there for the 3hrs. I asked him to look at the vehicle while I was there he recommended I leave the vehicle while they look at it and said he will drop me home and call me to let me know what all they find wrong. If I could have sight after the fact then I would have. But besides that they put old ***** parts on my car. The parts they gave to me were not new as he said they have new parts. Not everything was bad on my car. As tou see in the photo the yellow card on the front breaks show that they didn't need to change. If he called me to tell me this before touching my car I would have said okay let save that then for another loan cause the price was too high he said it will go down after the adjustments. But I didn't get any adjustments on the offer cause they never kept me informed as promised before I felt. Cause if that had been the case then I would have stay and waited. If they weren't going to call I could have stayed and waited. 
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 9, 2024 I went to Jiffy Lube # **** for an oil change. I had a pleasant experience although a bit overwhelmed by the number of people working on my car. On August 31, I was on vacation and noticed an oil puddle under my car. My driveway at home doesn't allow me to see oil puddling. My husband took my car to a local oil change spot who said my oil was dangerously low because the filter wasn't screwed in tight enough. I have not had an oil change done on this car prior to taking to Jiffy Lube. Employees also never mentioned my oil being low which is even more proof that this leaking was not happening prior to this oil change. I submitted a complaint on Jiffy Lube's website and was told they were independently operated and my message would be sent to their location. The location still has not contacted me to discuss this reckless service.

  Business response

  09/23/2024

  I spoke with ******* *. (Market Mgr.) and this is his response:

  Good morning, ****,
  
  The store manager explained the situation to the customer and demonstrated that the oil leak had nothing to do with the oil change service that the store performed on the vehicle. The customer understood that and didnt see how it could have leaked from the oil filter cap when there was no crack on the cap, as the other shop told them.However, the customer continued to argue that the other auto shop had said it was leaking from there and was sticking with it because of trust.  
  
  The customer requested $181.12 when she only paid $111.13 with the *******.
  
  Heres the breakdown.
  Signature service ************* change $109.99.
  Additional 2 quarts of synthetic oil 29.98.
  Disposal fee: $9.97.
  Oil System cleaning: $19.99.
  Engine Air Filter: 39.99
  
  Total gross sales: $209.92.
  Groupon code -$40.00
  Total net sales: $169.92 before tax. With tax, it came up to $181.12
  After adding the Groupon voucher code, the total totaled $111.13. Thats how much the customer paid for ********************.
  
  Although were not liable for damaged oil filter housing cap issues, as she stated, well refund the customer for the oil change and oil system cleaning as a gesture of goodwill. Which includes the additional 2 quarts of oil for $29.98, the disposal fee of $9.97,the oil system cleaner for $19.99, and the tax for $11.20, totaling $71.14.
  
  We will refund the customer $71.14 for ******************** related to the oil change.
  
  Thank you.
  Carlton

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to Jiffy Lube for a simple oil change, everything seem fine. They had even spoken to me about a couple of pieces in my oil area of my car that eventually down the line I should look into changing so they went ahead and filled my tires up and did everything else as usual and I left as I go about my business and get on the highway to go visit a sick family member that Im taking care of the car dies in the middle of the highway. I have to wait over 90 minutes for Tow Truck to get here to take me back to the Jiffy Lube in *************** where I was getting the service done. I take the car in And they fiddle around with it for about 4 1/2 hours. Tell me they still dont know whats going on and Im gonna have to refer to another mechanics but thats gonna take anywhere between five days to a week. They admit it. It was their fault but they dont know what they did so now Im home with no car. I cant go to work without my car. I cant visit my sick family member without a car and Im stuck at the mercy of Jiffy Lube until they figure out whats wrong with my car. a car that has never had an issue since I purchased it in 2015 it has never been into a mechanics since going to Jiffy Lube now has to go through various mechanics to find out whats going through. They offer me no compensation they offer me nothing. They just told me it would be five days to a week before they could figure out what was going on and they would have to keep the car.

  Business response

  08/26/2024

  We have offered to replace the engine (with less miles) or issue a check to ************** in the amount of $7300.00 and he could tow it to Jeep to have the work done there. We also offered to get him a rental car ($35.00/day). He has refused all of these solutions. There is nothing more that we can offer.

  Thank you,

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

  Customer response

  08/26/2024

   
  Complaint: 22188518
  
  I am rejecting this response because:

  First off, I did decline to have a used engine placed that I have no knowledge of its condition or why it was pulled out of another vehicle or weather it was a refurb. If I cant trust them for an oil change Im sure not as h*** going to take a used engine. Plus they were offering only 1 year warranty. All of it is sketchy which does not surprise me from this location. Second, I asked them to at least tow the vehicle to jeep and they refused. I did not take the check they were pushing because they refused to tell me how they even got to that amount of 7k. They wanted me to take the check and sign off so that they could not be held liable. Today when I went to retrieve my car with a tow provided by my insurance I was told by the employee that a tow was already ordered to take my car to that chop shop to begin work on my car. I NEVER AUTHORIZED ANY WORK TO BE DONE. Had I not arrived they probably would have taken my car without even getting permission from me. ***** knew I did NOT want them near my vehicle and KNEW I would be retrieving the car this morning 8/26/24. I also spoke to another employee who was there the day of the incident and I asked if there was anything he could tell me about what they had done to kill my engine. He stated he saw how it was being handled and was not comfortable with the way the repair was going with the car. He knew they had done something wrong with the oil filter housing unit. So I towed my car to the jeep dealership for a thorough inspection to see exactly what damage they caused and next steps. My auto insurance will also be there for inspections. ***** just wanted this to go away quickly since he himself admitted fault. My car will now face a massive diminished value if I were ever to sell my car. Jeeps are know for retaining their value and now I have lost even more money due to the terrible job at Jiffy Lube. ***** was the only contact since you are forbidden to speak to any district manager or above.  Their complaint department is overseas and they as well will not give info on senior leadership. So I will not accept anything that ***** has offered. 
  
  Sincerely,
  
  ***********************

  Business response

  08/27/2024

  We arrived at $7300.00 due to the fact that an engine replacement would be that cost. Since ************** was not happy with that, we offered him a check for that amount and he could have the engine replaced. The warranty on a replacement engine is one (1) year. At no time did anyone tell him that his vehicle would be towed to a chop shop.

  Our offer of $7300.00 still stands.

  Thank you,

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

  Customer response

  08/27/2024

   
  Complaint: 22188518
  
  I am rejecting this response because:
  At this point Im having others handling this issue on my behalf. I expect a full refund for the botched oil change that destroyed my engine and placed me at great danger. 
  Sincerely,
  
  ***********************

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Today 08/18/2024 at exactly 3:30pm. After waiting for about 2/3 mins behind another vehicle *** came to my vehicle and told me they werent going to be able to service me for a oil change because they closed at 4:00pm unless I really needed it!.. I told him if I didnt need it I wouldnt be there he then proceeded to say oh we might not have a filter for your car anyway instead of him going to check I just told him I usually go to Jiffy Lube on Northlake to have my oil changes done. And Ill just go there tomorrow But it was the unprofessionalism of him turning a customer away when an oil change only takes about 15/20 minutes and I had already been sitting there.

  Business response

  08/19/2024

  I spoke with ************ (market Manager) and asked him to look into this issue...his comments:

  "****,
  
  Please see comments below from my Store Manager on this case.
  
  **** and I reviewed video.  This team serviced vehicles all the way up to and past 4 pm.
  
  We did see the car come on lot and *** greeting every car out back.  All the cars stayed and were serviced other than this guest.
  
  I dont think he intentionally turned the car away- it sounds like the guest didnt want to wait to verify filter etc.
  
  Any other questions let me know.  Thank you,

  **** J"

  Thank you,

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

  Customer response

  08/20/2024

   
  Complaint: 22160597
  
  I am rejecting this response because: thats definitely not true I was in a grey 2023 *** K5 he turned me around I even backed up and got his name if you have cameras you would have seen that. 
  
  Sincerely,
  
  *************************

  Customer response

  08/20/2024

  I just left Jiffy lube speaking with the store manager as well as the assistant store managed ***, regarding the response that came from the store. I must say after speaking with both parties they were apologetic and we all came to the conclusion that there was a misunderstanding on both ends Sunday afternoon. The situation has been resolved and I want to thank both parties for handling the situation in a professional manner. 

  Business response

  08/23/2024

  ACE Jiffy Lube is standing by their statement.

  Thank you,

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

• Initial Complaint

  07/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  During air filter removal a non experienced girl 17 years old failed to remove half of air cleaner snaps causing air intake to break. Total inxperence plenty of strong no knowledge. Car ran fine before serving then after would not go 2 miles had to walk last 2 blocks didn't make it. Call for help please and told I was not there problem I almost had major problems and begged for help but refused. A passer by picked me up and I recovered my car Monday. car still broke I'm 75 bullied by children and adults who only worry about there jobs and a few $$.

  Business response

  07/24/2024

  I just spoke with *******************. ******************** issue occurred at a Jiffy Lube in *********** 

  The BBB has sent this complaint to the wrong Jiffy Lube Franchise.

  Thank you,

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

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  22 July2024, I had change the engine oil and engine filter, after it done I drove out from the shop just 5mins past, the engine light show up, and heard the noise from the engine that was never happen with my car before, I drove the car back to the shop they refuse the responsibility, just reset the code for me but the problem still there, noise still there the code said there is the problem with camshaft and timing belt I believe that it happen when after they fill up the engine oil. The staff told me to start the engine and push gas right away before the oil fill all the engine, but they refuse all the fault. This is the big problem my car broke down. Cannot run my car is ******** slk350 year2009. The service price is only226.59 but for fixing the car to come back to run is much more than that

  Business response

  07/24/2024

  After speaking with both the store manager and the Market Manager for *****************, it is apparent that the issues that Mr. ******* is having has nothing to do with a simple oil change. On 7/22/2024, he brought his 2009 ******** **** with ******* to our location for an oil change. He came in and requested that we use our EXP Engine Treatment along with the oil change. After the service was completed, he left. A few minutes later he came back complaining of a noise. ***** (SM) took a ride with him and did hear a minor noise. ***** then did a second oil change just to show him what we had done. ***** also proceeded to use an OBD sensor and check for any computer errors. A timing belt and camshaft errors appeared. Both of these errors have absolutely nothing to do with an oil change. This vehicle has ******* miles on it and this is just normal wear and tear.

  Thank you,

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

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have spoken with a representative from Jiffy Lube and was assigned case ********. My son, *****************************, went to the facility upon my recommendation, as I have been a long time customer there. This was his first time going on his own to get an oil change. He was greeted by *******. She automatically gave ***************************** the premium/most expensive service for his 2005 car that does not need the bells and whistles. She did NOT offer options; she did NOT offer price differences. **** paid the price, unknowing that there were other, less expensive options. Your facility clearly took advantage of his being naive. I am requesting a full refund or at least a difference in the cost of the most expensive with the least expensive. My daughter was there just 2 days ago, and she was given a choice and only had to pay for the least expensive. I am sad that a place that I trust with my car, as I am not a car expert at all, would take advantage of a customer. It concerns me that other customers are also being taken advantage of. He works very hard for minimum wage, and this was directly taken from his debit account. Please contact me and let me know how you can please resolve this problem. Thank you so much! Jiffy Lube # **** ATLANTIC COAST ENTERPRISES LLC ******************************************* ************** WORK ORDER #: 488 DATE: 07/08/24 01:12 PM INVOICE #: ********

  Business response

  07/09/2024

  Please close this case. I have spoken with *********************************. I will process a refund for the difference of the money between a conventional oil change and the synthetic blend.

  Thank you,

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

  Customer response

  07/10/2024

  I will close the case after we receive the check from Jiffy Lube for the difference in cost of oil changes. Thank you so much! 

  Customer response

  07/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The headquarters of Jiffy Lube has sent my son a check for the difference in cost of oil change. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 6/24/24 for oil change ($127.24) via Groupon price also included windshield wiper replacement. After receiving service the air conditioning stopped working. Jiffy Lube was unable to diagnose the problem suggesting multiple problems but could not be certain. 6/24/24 immediately took the vehicle to ****** Hyndai Service for accurate diagnosis. 6/27/27 ****** Hyndai diagnosis revealed that AC Fan Relay To Be ******** With Which LED To ************* Having A Internal Shortage. 7/5 Total Repair Cost $944.48 During total repair time rental car had to be utilized for 1 week totaling $763.31

  Business response

  07/08/2024

  As per ****************** (Market Manager-Broward),   "I reviewed the camera footage from store 804. The store didnt do anything out of the ordinary. They removed and reinstalled the new air and cabin filters and performed the oil change. The technician didnt open the fuse box or even get close to the relay, as the customer stated.
  In conclusion,Im sorry the customer is going through this, but store 804 is not responsible for the air conditioning relay malfunction problem the vehicle is experiencing".

  Thank you,

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

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello on 04/17/24 at 01:28 pm, with the invoice number of ********. I took my car to jiffy lube for an oil change and wiper blade change. ********* w, ************** and **************** worked on my car that day he said my oil pan is damaged I need to take it to *** for a repair I said okay even though I had no idea what an oil pan is. The following morning I was about to go to work I noticed a lot of oil on my driveway, without wasting time I took my car back to jiffy lube and talk to the morning shifts guys about my car leaking, they said they are gonna fix it and after like 30 mn they say they fixed it so I headed to work. When I got off work I saw a lot of oil on my parking spot I noticed something was wrong with my car cause my car never leaked before. The next day I came back to talked to those specific guys so they tell me my car was like that when I came in. I live in a community my HOA would never let me parked my car at my house if it was leaking and I never saw my car leaking before. So I filed a complaint because I need them to fix it for me they refused to fix it and telling my car came like that please help me!!, till now my car is still leaking Im about to lose my motor and one of my wiper blade is not working, I cant see when driving in the rain they messed up my car and want me to fix it myself please I need your help I cant afford nothing of that I want them to take responsibility. No matter what I do they still dont wanna fix my car. I went to jiffy lube for a third time and ask *** to take a video of my car and show me where the problem is he took it and show me, when I filed a complaint against them when the jiffy line service center came back to me they used that specific video against me telling me they took it that first time its a scam!!! Ask them for a screenshot of the date and Ill provide my receipt with the date on it as prove. Thanks ??

  Business response

  07/11/2024

  I have discussed this with ************ (Market Manager Palm Beach) and the following is his store managers response..."Customer came in, I inspected the car for oil leaks and checked Drain Plug. No leaks coming from Drain Plug but the oil pan gasket is leaking where it connects to the transmission. The Service Advisor *** talked to the guest and advised him on the oil leaks. I also took video of the leak and drain plug area to show that it was leaking from another area of the oil pan and also showed video to guest. I have asked the guest to get a second opinion for the oil pan leaking. I also have video of the oil leak if needed.Please close out case. Thank you "

  Customer response

  07/11/2024

   
  Complaint: 21905393
  
  I am rejecting this response because: I stated already when he took the video it was my 3rd day not before he broke my car, and I never had a leak on my car before coming to jiffy lube 
  
  Sincerely,
  
  F Garvens Souverain

  Business response

  07/15/2024

  As per my last communication, this claim was denied. According to the comments on this invoice, it was documented that the drain plug was stripped and the oil pan was damaged PRIOR to service. The vehicle came to our location for the first time on 4/17/2024. There is no prior history on this vehicle in the Jiffy Lube system.

  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. ↩