Complaints

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Request for Resolution: Broken Under Cover Plate Ticket Open Since November 2023 Dear BBB and Jiffy Lube, I hope this message finds you well. Back in November 2023, I visited Jiffy Lube location at ******************************************, for an oil change. During the service, the technician unfortunately broke my vehicle's under cover plate. The manager at the time acknowledged the mistake, and I was assured that a new cover plate would be ordered and paid for by your company. Since then, I have opened a ticket, and I have been in contact with ****** from your regional team. While she has been courteous and apologetic, the situation remains unresolved nearly a year later. Despite repeated assurances, there has been no progress, and I am still waiting for the replacement ******* a long-time customer of ********************, I find this delay unacceptable. While this issue may seem small, it is significant enough to impact my trust in your services. I would greatly appreciate your assistance in resolving this matter as soon as possible.Could you please help me know how you can expedite this process and ensure that the replacement under cover plate is ordered and installed promptly?Thank you for your attention to this matter. I look forward to your prompt ************* regards, ***

  Business response

  10/22/2024

  Mr. ****s Jiffy Lube service with his 2015 **** Q5 was September 30, 2023. Unfortunately, the employees at the Jiffy Lube store location working now are not familiar with the issue from a year ago. I spoke with the store manager, ***** ********, and he requested Mr. **** to bring his **** back to the Jiffy Lube store location so he may verify the damage and create a plan for the repair. Please have Mr. **** return to the store location and speak with the store manager directly so the skid plate damage can be verified.

   

  We value Mr. ****s business and understand how frustrating automotive problems can be. Furthermore, we realize that we are human and sometimes make mistakes. However, I hope you understand that we cannot pay for damages until we have verified the damage.

   

  Thanks again for contacting us and if you have any questions, please feel free to contact me at ************.

   

                             Best Regards,

   

   

                      

  **** *.

                             Customer Claims Manager

  
  

  Customer response

  10/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********;

  I have brought my vehicle to Jiffy Lube store on multiple occasions following the initial incident. The former manager documented the damage with photographs and assured me that all necessary parts would be ordered and installed upon arrival. I have retained the text message correspondence from her corporate line as evidence of this commitment.

  
  Despite these assurances, the skid plate and protection cover detached from the vehicle immediately after leaving the service and cannot be reinstalled. This raises concerns about the quality of the service performed and the subsequent follow-up.

  
  If I agree to bring the vehicle back to your location one more time, can you guarantee that the necessary parts will be ordered and installed upon my arrival this time?

   

  I expect this issue to be resolved promptly and professionally and look forward to your response and a clear plan for resolution.

  
  Sincerely,
  
  *** ****

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 13th, 2024 I visited the Jiffy Lube located at *************************************** for what I anticipated to be a oil change. The technicians changed my oil, but in the process have caused significant automotive damage to my 2020 ***** HRV. I have enclosed the estimates from the dealership for the repairs which I fully expect Jiffy Lube to reimburse to me.During the course of my oil change the technicians INSISTED that my car was a 2019 and not a 2020- they were incorrect. When I asked them to turn off my oil light they could not figure it out and were using the 2019 ***** HRV codes to attempt to do it, in the process they changed all the lights in my dashboard. I was able to correct this, by watching a ******* video after I left.The next day while driving I noticed that my car AC was not getting as cold as it should. I assumed it was due to the fact that it is an exceptionally hot time of year, however the issue continued. I noticed that the heater in the car was not getting warm either.Upon my drives around town I began to notice my car struggling to brake. Concerned for my safety and that of my passengers I called my local ***** Dealership and made an appointment to bring my car in to be looked at.I dropped my car off on September 4th, 2024 and on September 5th the dealership provided me with a quote to repair my vehicle due to the following items:Air Door Cable: Replace Air Mix Control Cable Air Filter cabin: Replace/Missing Brake Fluid: Replace Transmission Fluid: Replace (due to brake fluid empty) ************************** Replace differential (due to brake fluid empty)The estimate lays out the damage that was done by Jiffy Lubes lack of care for my vehicle. I have included the full copy of the estimate from ***** ****** *****, and the letter from my ************************* that certifies this damage could have only been done from improper under the hood maintenance and therefore is not covered.I am requesting a total payment of $2,802.92

  Business response

  09/20/2024

  September 20, 2024
  
  Via Internet
  
  Better Business Bureau
  Attn: ****** *****
  
  Re: ****** ****** Complaint #********
  
  
  Dear Ms. ******************* you for contacting us regarding ****** ******* complaint. I apologize for the delay in responding to your office.
  
  Ms. ****** brought her ***** HR-V into our Jiffy Lube store on August 13th for an oil change service. According to our companys records, this was the first time her ***** HR-V has been serviced at any of our Jiffy Lube stores. Our district manager was able to investigate Ms. ******* issues with her service. He was able to verify using video footage at the store location the cabin air filter was never removed and Ms. ****** was in her vehicle during the entire Jiffy Lube service. Additionally, our district manager spoke with the ***** dealer to determine their diagnosis. The dealership did not state the brake fluid was low and did not state the transmission or differential fluid needed to be replaced.Unfortunately, based on these findings our company could not accept responsibility.  
  
  As you know,we are not in the business of alienating customers. However, Im sure you can understand that we cannot pay for damages that we feel we did not cause.
  
  Thanks again for contacting us and if you have any questions, please feel free to contact me at ************.
  
                          Best Regards,
  
  
  **** *.
                          Customer Claims Manager

  Customer response

  09/23/2024

   
  Complaint: 22266439
  
  I am rejecting this response because:

  after further investigation it was determined that while jiffy live may not have altered my fluids, the air cabin filter is still missing. As I told the regional director before, the cabin air filter is accessible from 2 places the interior of my car and under the hood, this information is clearly outlined in the owners manual. Additionally it is still believed that they damaged the ** arm to my vehicle and I still hold them responsible for the $900 that it will cost to replace this part. Since the part was damaged by mishandling it my extended warranty will not cover it, and I Believe jiffy lube should correct this matter but they fail to acknowledge or accept any responsibility for their damage. 
  
  Sincerely,
  
  Sierra ******

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Incident happened on 9/7/2024. Brought car in for oil change. Person working on car recommended air filter also but I declined as it was too expensive. Upon returning home I noticed my air filter was not put back in. It was also completely disconnected from my car and plugs connecting this were missing. I called the office only to have the person tell me this wasn't true and it was disconnected prior to me coming in. They told me they wrote it on the receipt but that is not reflected on the receipt. I told them I didn't see it and they got mad and hung up. I attached a picture of the receipt and the part that was free floating in my car.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 22 we took our *********************** to the ******************* location and upon doing the service did not put the rear differential fluid plug back in the base of the car. We then drove the vehicle unknowingly of that issue approximately 150 miles and noticed oil smell coming through the vents and a winny gear sound. We took it back to ther location early sunday morning and the two persons there could not find the issue. We then rode to my sons house who immediately looked under the vehicle and saw that the plug was not put back. This has caused considerable damage to my rear gears/center gears and Jiffy Lube is not responding. I spoke with ******** the manager who appears to have helped me to get help from them but it is clear that they dont care to respond. On monday September 9th I will be turning the issue over to an attorney.

  Business response

  09/06/2024

  September 6, 2024
  
  Via Internet
  
  Better Business Bureau
  Attn: ***********************
  
  Re: ******************************* Case #********
  
  
  Dear **************:
  
  Thank you for contacting us regarding ************************ complaint.
  
  Unfortunately, it appears ******************** is not a customer of our company, ******************. According to your letter sent to our office, ******************** visited a Jiffy Lube store at ***********************************************************************. Our franchise does not own any Jiffy Lubes in **************. I apologize for any inconvenience this has caused.
  
  Thank you again for contacting us and if you have any questions, please feel free to contact me at ************.
  
  
  
                                Best Regards,
  
  
                                ************
                                Customer Claims Manager

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Jiffy Lube #**** ************, **: 5/24/24 Oil **************** flush $100.27 5/27/24 Vehicle went into safety mode on interstate in ********, ** where there was construction & nowhere for him to pull over. Military member was traveling from ************, ** to home in *******, GA going on vacation with friends. He's too young to rent a car or get a hotel. He found a Midas shop open that could look at it over the weekend. Parent had to drive 246 miles round trip to pick him up. Midas found the oil filter had been installed incorrectly and oil had sprayed everywhere under the hood leaving him with no oil in the reservoir. The ***************** was also bone dry. Midas did an oil change and cleaned under the hood. $57.58. ** Memorial Day (our day off from work) both parents drove round trip back to ********, ** 246 miles to pick up his car. 5/29/24 there was still oil dripping from the car that had become trapped. *** Auto cleaned the undercarriage from both the top and bottom $90.56. Gas receipts are attached. 5/30 we reached out to Jiffy Lube customer service (and **** ***************** ********* - no response) and they opened a case #********. ***** **** spoke with my husband and let him know they would only reimburse for items with receipts - no mileage. We also had to sign a release form stating they would not be held liable for additional charges. This was on 6/3 and my son had to drive back to base on 6/9. We had no clue if his car had major damage or not. We put 492 miles on our vehicles for their mistake. Asking for mileage is not a huge ask. ***** said he did not have authority to do anything else for us and gave us *** ******* email - no response. We have emailed 6 other Jiffy Lube employees - no response. **************** only tells us they are updating the notes but won't provide any contact information for anyone. ** 8/22 & 9/3 we again emailed ***** **** for a min. settlement with receipt items only. No response. We just want the money we are due.

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jiffy lube place my car into service mode to change the rear brakes. Once they were complete, they were unable to take my car out of service mode which disabled break. I was told to take my vehicle to ***** to have them correct the problem. ***** informed me to diagnosis the problem would be $180. Jiffy lube needs to held responsible since they caused this problem. I was made to wait nearly 4 hours and my vehicle drifts when it is parked.

  Business response

  08/30/2024

  **************,

  Can you please provide **************' Jiffy Lube invoice information so we can start the investigation into her issue?

  Thank you

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

  Customer Claims Manager

  Customer response

  09/01/2024

   
  Complaint: 22216538
  
  I am rejecting this response because Jiffy lube is requiring me to pay more money to fix a problem they created.  I spent $413 on 8/29/2024. The manager told me on 8/30/2024 that I would have to complete a form and it could be weeks before it is reviewed. I told her I am riding around in an unsafe vehicle. I went to have my serviced, it was working correctly when I arrived and I left with it broken. I am getting no information or resolve from jiffy lube. They created this problem and should incur all cost associated with putting my car back into the state it was before they BROKE it. No one had reached out to me for a solution.  No one had called to check on the status, they have totally ruined my car and backed away from responsibility.  This is my only means of transportation,  I am not able to go tend to elderly family out of state. This is a horrible experience and it's not right.

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

  Business response

  09/03/2024

  As stated in our previous response, Can you provide the Jiffy Lube invoice information so we can start the investigation of **************' issue? Thanks

  Customer response

  09/03/2024

   
  Complaint: 22216538
  
  I am rejecting this response because, my appointment for an estimate with ***** dealership is on 9/5/2024 @ 2:30pm. 

  I spoke with the district manager of jiffylube who explained he was out of town during this incident. He assures me that jiffy lube will incur all repair cost including the cost to have my vehicle diagnosed, which will be $180.00
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my car in to this location because of an oil leak the manager "*****" said they could repair the leak. Once there they diagnosed the leak at the rear main seal and that I had bad breaks. I tell them that I need to contact my husband before I move forwards, because they cannot replace the rear main seal. We decide to take the car elsewhere to someone who can repair the leak. I call back and they notify me that they have already changed the oil on my car, which is leaking and has to have a seal removed along with the oil present to be changed out... So they charged me $75.97 for an oil change that I didn't authorize that doesn't benefit me or my vehicle as the oil will be replaced after another mechanic replaces the seal.I feel like I was ignored and taken advantage of as a woman.

  Business response

  08/19/2024

  August 19, 2024
  
  Via Internet
  
  Better Business Bureau
  Attn: ***********************
  
  Re: *************************** Case #********
  
  
  Dear **************:
  
  Thank you for contacting us regarding ********************** complaint and her service on Friday August 16th.
  
  Our district manager has investigated the issue with the service on Mrs. ******* 2016 Jeep Renegade. According to our companys records, this was the first time this vehicle has been serviced at any of our Jiffy Lube stores. As stated by the employees at the Jiffy Lube store location,an oil change service and oil leak diagnosis were requested.  The oil change service was performed, and the oil leak was determined to be from the rear main seal. It is our companys understanding the oil change service was performed correctly. If ***************** provides a repair receipt for the rear main seal with an oil change service, our company is willing to refund the $75.97 charge from August 16th. Please have ***************** notify the Jiffy Lube store location if she wishes to accept our companys offer.
  
  Thank you again for contacting us and if you have any questions, please feel free to contact me at ************.
  
  
  
                                Best Regards,
  
  
                                ************
                                Customer Claims Manager

• Initial Complaint

  08/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 6/7, I went to Jiffy Lube(***********************, **) to get an oil change. I got the oil change and it was fine, but shortly after my car started making knocking noises. Then, the check engine came on, so therefore I took into the dealership for a diagnostic. I was informed by the dealer when I received the oil change they never tightened the drain plug nor interested a gasket. Therefore oil has been leaking out my car. Now my engine and turbo is out completely . they Quoted me a little over ****** for a new engine and turbo. I reached out to Jiffy after getting quote. **** the district manager came to ************* Oak Lawn to see for himself. He spoke with the service advisor and manager to confirm his findings. He even stated, he saw where the drain plug was loose. **** checked out the car and proceeded to say Jiffy Lube wants to get a 2nd opinion my car with their people which is Bridgeport Transmission. This place is not accredited by the BBB nor even has workers comp insurance per the Illinois website. Why take it to get a 2nd opinion when we both spoke to **** and certified **** technicians. Also while checking out the car himself. I called Jiffy Lube customer care ***************, Case #********, to ensure I have a paper trail. I spoke with ******* from 2:17-2:27pm reporting what happened. I received a call from ****(district manager) at 2:56pm asking me why I went to corporate. He then stated, My Word wasnt enough and I stated Your Word is not a paper trail . He then proceeded to say, dont worry about it, you got it and hung up. I called **** back at 3:07pm and got no answer.

  Business response

  08/05/2024

  August 5, 2024
  
  Via Internet
  
  
  Better Business Bureau
  Attn: ***********************
  
  Re: *********************** Complaint #********
  
  
  Dear **************:
  
  Thank you for contacting us concerning Mr. ******* complaint.
  
  Our company has accepted liability for the engine damage on his 2014 **** Fusion. We have processed an ACH payment and he should see the funds in his account within 3-5 business days. Please let me know if **************** does not see the reimbursement by August 12th. We apologize for any inconvenience this has caused.
  
  Thank you for your time and if you have any questions, please feel free to contact me at ************.
  
  
  
                          Best Regards,
  
  
  
                          ************
                          Customer Claims Manager

  Customer response

  08/06/2024

   
  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.
  
  

  **** has had exceptional customer support and service during this time. Did we agree on some things, no, but he handled the business. He went above and beyond to ensure my car was well taken care of. He also kept me updated with information during this time. I praise **** for what he has done! He has been exceptional !

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

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 8, 2024 I went to Jiffy Lube for an oil change. I received brake fluid exchange as well. I paid $215 total that day. Proceeded with my day and kept smelling gas. I was working that night an hour away from home when I pulled over to check under my hood. I deliver packages out of my car so I was using it for work. When I lifted the hood there was oil everywhere and the oil cap was nowhere to be seen. Jiffy Lube did not put the oil cap back on my car. My engine was dry of oil and I had to forfeit work and call a tow to get my car home. I towed it to jiffy lube. They were closed at this time. The next morning I went up there and they admitted fault and did the oil change again and gave me a new oil cap. I asked for a refund and they said someone would call me from the company and offer me a gift card. Days later, *************************** contacted me by phone and I told him that a gift card was unacceptable. I lost money from work that night and had to pay $285 for the tow. Then wasted a day going back up there to get the oil change again and missed work. He only agreed to $395 for a refund that included the oil change and the tow cost. I signed papers because I needed the money back. He said within 5 to 7 business days I would see the funds in my account. It has been over 2 weeks and I have not received anything and **************** is not responding to my emails. I originally wanted my full refund $500 but settled for urgency on $395. I am very inconvenienced and upset about the situation. I would just like the company held accountable and my refund to be in my account as we agreed.

  Business response

  08/05/2024

  August 5, 2024
  
  Via Internet
  
  
  Better Business Bureau
  Attn: ***********************
  
  Re: ***************************** Complaint #********
  
  
  Dear **************:
  
  Thank you for contacting us concerning ************************ complaint.
  
  Our company has accepted liability for the oil cap issue on her 2017 ****** Rogue. We have processed an ACH payment and she should see the funds in her account either today or tomorrow morning. Please let me know if ********************** does not see the reimbursement by August 7th.
  
  Thank you for your time and if you have any questions, please feel free to contact me at ************.
  
  
  
                          Best Regards,
  
  
  
                          ************
                          Customer Claims Manager

• Initial Complaint

  07/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I went to jiffy lube to get my transmission fluid in my Audi a6 replaced on 6/14/2024 at 12:37 pm after hearing they can do the transmission type that I have. The next day I was driving my car and the transmission and blew up. I got my car towed back to jiffy lube on ******** in *****, ***** (where it was service) to have them look at it to see what happened and they called a guy from aamco to come look at my car and he found that there was no transmission fluid in my transmission. Upon further inspection he had found that the transmission fluid that they were supposed to put back into my transmission was in the front differential. So they drained that and refilled it. A couple days later they got it towed away to a location I had to figure out on my own. No one from jiffy lube had ever told me what was going on I had to get all my information from the aamco guy (which later confirmed by that manager) my car was towed to someones house who claimed they could fix it. After trying to get jiffy lube to pay for the work they kept denying my claim. Any time I reached out they said theyd get back to me within ***** hours. Almost a week later I gave them another call saying I never received any form of contact from them and they would tell me it was denied. That happened on two occasions. I was told from the regional manager that it was because I had an employee discount on my bill which voided any warranty. I never asked for any discount. Along with that they put everything in my brothers name who happens to work there who didnt touch my car. Also for some reason instead of putting in the correct miles my car had they put one million which was another reason they refused to do it as if I had any part in their work.

  Customer response

  07/29/2024

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

*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. ↩