Complaints

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid for a brake replacement and the manager ***** allowed me to drive away with a broken brake. Placing me and my families lives in danger. He fixed the issue and now the left brake isnt in the clamp at all. My car worked fine prior to this service at Jiffy Lube now I cant drive until I pay again for a brake replacement. The staff didnt care about their negligence at all. Jiffy Lube owned by Store # ****; Premium Velocity Auto, LLC. located ************************************************************************************************

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had an oil change on our vehicle and the oil plug was not securely installed, causing all the oil to drain out and caused engine shuttering. Had vehicle towed to another business who idendified the drain plug was out and stuck between the oil pan and frame (have pictures). Filed a claim with Jiffy Lube, provided all the requesed information, and was asked for my banking info so they could reimburse me the cost of the tow and the service by the 2nd business. Have not received any response on the reimbursement. It has been 3 months since the initial claim was filed and 30 days since the banking information was provided.

  Business response

  08/17/2023

  August 17, 2023
  
  Via Internet
  
  
  Better Business Bureau
  Attn: ***********************
  
  Re: ******************************** Complaint #********
  
  
  Dear *************:
  
  Thank you for contacting us concerning ******************* complaint.
  
  Our operations team has been in contact with ***************** regarding the issue with her 2016 **************. After receiving the letter from your office, I personally emailed ***************** requesting the tow and repairs bills she incurred. Today, she emailed in the bills for reimbursement. Our company is processing her ACH payment and she should receive the funds within the next few business days. I apologize for ******************* inconvenience and our company is appreciative for your assistance in reaching a resolution.  
  
  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

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 23, 2023 I visited Jiffy Lube #**** at *********************************** in ********** for an oil and car filter change. The service was not completed yet I was charged full price and defrauded. The technicians at Jiffy Lube reset the oil change indicator on my car to read that the oil change has been completed. I was charged a total of $92.01 for the service, and for a month and a half, I was unknowingly driving a car with extremely low oil and a clogged filter. I did not find this out until I took my car to my mechanic for its annual ****************** car inspection. My mechanic, ****, at ****** **** center on ***********************, in Mount Lebanon, ************, told me about the situation. He told me the oil had not been changed and the car filter had not been changed because the oil was very dark and very low. There was little difference between the mileage at the time of the oil change at Jiffy lube and the car inspection 6 weeks later. **** agreed to be contacted regarding this matter. I contacted the district manager whose name is ******* to address this problem. ******* put me off for 2 days, I called her back and she refuses to issue a refund claiming that it's their policy. Sh offered a free oil change service instead, but since the service was never completed and I was defrauded, I do not trust the vendor to complete the service. I do not want a free oil change.

  Business response

  07/27/2023

  Our district manager met with ************** at the Jiffy Lube location and was able to resolve the issue. Please let me know if any further help is needed. 

  Thanks,

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

  Customer Claims Manager

• Initial Complaint

  07/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I got an oil change from Jiffy Lube on 4/30/2023. My vehicle had no leaking oil before then. Now my vehicle leaks oil from the oil pan drain plug, runs pretty roughly, and there is also some kind of sealant around the stripped plug, that was not there previously. I purchased the vehicle a few months ago, there was no leak. Now there is and Im going to have to either replace my oil pan, or get it **********.

  Business response

  07/24/2023

  Can you please provide a copy of the Jiffy Lube invoice so we can further investigate ********************** issue?

  Thanks,

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

  Customer Claims

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 17, 2023, I had my car serviced for an oil change at Jiffy Lube in Grand, ** by two of Jiffy Lube workers at 3:05pm! Left the shop driving home. As soon as I got to interstate 20 my oil pan light came on, then the check engine light came on, the car started to drive kind of sluggish and slowing down so I go get over to the far-right lane to find an exit. I exited Oak Grove exit and at the light the car stalled at the light and the car completely cut off. Something told me to check my oil so when I did that there was no oil on the dip stick. So, I dip it back in checking for oil it was bone dry on the stick. I did video record it to show there was no oil on the dip stick. I called Jiffy Lube and spoke with the Manager ****, and he came out to come look at under the car and informed me that his workers did not tighten the oil filter and it fell off my car, who also admitted to the negligence. I had to have my car towed back to my apartment, then on the 06/22/2023 I was able to have it towed to the ****** dealership. I have been without my car since 06/17/2023 and I am demanding that "Loss of Use of Vehicle" due to Jiffy Lube negligence from an oil change. I have been speaking with the store manager **** store contact # ************ and the district manager *********************** ************. I have been told that they will not provide me with a rental to get to work and other obligations I have. I am going on week three and still no transportation. I am on a budget and can't afford to pay for a rental out of my pocket. Jiffy Lube (Premium Velocity Auto) has cause me mental stress, anguish and suffering since 06/17/2023. They waited almost 3 weeks to send paperwork that has an estimate for $6177.88 that is for the engine and the tow to ****** dealership. The paperwork included that I would sign to release them of all liability pertaining to the loss use of my vehicle and whether is fixed or not. I did not sign the paperwork by law I have every right not too

  Business response

  07/10/2023

  Customer came in for service on 6/17 and after a period of time called and spoke with the store manager informing him the vehicle would not accelerate. Manager determined there was no oil filter on the vehicle. (it is still unknown if this was a workmanship issue or a product issue related to the oil filter).

  The guest at that time had the vehicle towed back to their home instead of a repair facility as recommended.

  on 6/22 the vehicle arrived at the dealership. Several days later we were able to get a written estimate for repairs, until that point only a verbal estimate / quote was given. Once we received the proper documentation needed to complete our investigation, I had a conversation with the guest informing them we would be issuing a ACH for the amount of the quoted engine replacement and for the tow.

  As of 7/10 the guest has informed me, they will be sending the contract along with the necessary details to process the ACH.

   

• Initial Complaint

  12/20/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The following is because I took my 2021 Kia Sorrento car to the service at the Jiffy Lub store and a few days later my car had an accident and since it is under warranty by Kia, the dealer's tow truck looked for it in the place where it was damaged, the next One day they issued a report where it says that the damage to the engine was because the oil level was exceeded by the Jiffy lub mechanic. In the Jiffy lub store they tell us that they are investigating because apparently the damage is from a part that already came damaged... well, I understand that they are looking for who it was while I'm waiting since I don't have the vehicle and my plans for everything have changed... I would appreciate the help. I need to have my car in the same condition that I had it, because I bought a new 2021 car from Kia and it already had 40,000 mills and I took a new car to service and in optimal conditions.

  Business response

  12/21/2022

  December 21, 2022
  
  
  Via Internet
  
  Better Business Bureau
  Attn: ****** *****
  5540 Munford Road Suite 130
  Raleigh, NC 27612
  
  Re: ******* ******* Case #********
  
  Dear Ms. ******
  
  We have received the complaint filed by ******* ******* regarding the damage to his Kia Sorento.
  
  Mr. ********* wife brought their 2021 Kia Sorento into our Jiffy Lube store on Highway 70 in Clayton, NC on December 6th for and oil change. At the time of the service their Kia had 42,904 miles on it. Our customer care department fully investigated the complaint and we have turned the claim over to our insurance company FCCI Insurance to handle. Mr. ******* will be receiving a call from an adjuster within the next few business days to further investigate the issue with their Kia Sorento.  
  
  Thank you again for contacting me and if you have any questions please feel free to contact me at ************ Ext: 300.
  
  
  
  Best Regards,
  
  
  
  **** **
  Customer Care Manager

  Customer response

  12/21/2022

  
  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.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  07/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Oil change/tire rotation/NC state inspection at Jiffy Lube location on 7/27. Left Jiffy Lube and drove home. Left home 2 hours later and noticed oil warning light was on. Stopped at gas station. No oil in car. Called Jiffy Lube. Assistant manager drove out to ****** * where car was parked and added approx 4.2-4.4 quarts of oil to car. Engine/oil plug was on car so oil did not drain out. No oil was added to car after oil change- it was only drained. Everything I have read, or everyone I have talked to with car experience says there was permanent damage caused to my engine by driving with no oil. It was only 5-6 miles total but the damage has been done. Scheduled to have car towed to ***** ****** on 8/1 for diagnostic and inspection. I expect Jiffy Lube to pay for any damage and replace engine. I have been in contact with my insurance and Jiffy Lube.

  Business response

  08/10/2022

  August 10, 2022
  
  Via Internet
  
  
  Better Business Bureau
  Attn* ****** *****
  5540 Munford Road Suite 130
  Raleigh, NC 27612
  
  Re: **** *** ID *********
  
  
  Dear Ms. Dixon:
  
  Thank you for contacting us concerning Mr. ***** complaint.
  
  I personally spoke with Mr. *** on several occasions after the July 27th Jiffy Lube service. Our company has accepted liability and we paid for the diagnosis at ***** ******. Additionally, we refunded Mr. ***** Jiffy Lube service on his 2012 Toyota Prius. Please have Mr. *** contact our office directly if he needs any further assistance.
  
  Thank you for your time and if you have any questions, please feel free to contact me at 800-216-2553 ext. 300.
  
  
  
                          Best Regards,
  
  
  
                          **** **
                          Customer Care Manager

• Initial Complaint

  04/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3-25 I arrived at location #**** **** Hwy 54 approximately 10am. I went for oil change and tune up. I supplied my own spark plugs. I was told services would take 45 mins. I said no problem I'm going to get my nails done in same plaza. I came back at approximately noon to find out a tool was dropped in my car and my car would be needing to go to dealership to be worked on. The employee stated they were going to get me a car and would let me know when things had been worked out their supervisor had went to lunch. After waiting over 30 mins I approached again to find out now that my car needed to stay at Toyota dealership until Tuesday 3-30 however they were still working on getting car for me. I waited again..I have now had to call out from work..and cancel my other job because of circumstances. I spoke to corporate customer care support **** R who was very rude to me as a distressed customer. I was at location until 5pm and made to get my own rental car. Repairs were to be completed Tuesday..I had to call Wed to ask about things as rental car need to be returned..I was told Thursday 3-31 now my car would be ready. I had to extend rental another day..cancel work again..take rental car back, catch **** in rain to dealership and finally got my car back on 3-31. I was inconvenienced to say the least, treated very poorly as a corporate level which is supposed to be there for support and have been traumatized by this whole situation. I am still waiting for reimbursement and have received on apology from the associates working in store and general sincere apology from email. Can you please help to restore. Thank you

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/04/05) */ April 5, 2022 Via Internet Better Business Bureau Attn: Complaint Department Re: *************** Complaint #********* Dear Complaint Department: Thank you for contacting us concerning Ms. ********* complaint. I personally have spoken with Ms. ******* on several occasions after her visit to the Jiffy Lube store on March 25th. Our company has accepted liability and we paid for the dealer repairs on her 2015 Toyota Corolla. Additionally, our company has reimbursed Ms. ******* for her***** and **** Rent-A-Car bills she incurred because of this issue. If Ms. ******* has any other bills she needs to be reimbursed, please have her contact our office directly. I would like to take this time to thank Ms. ******* for being a valued Jiffy Lube customer and for making us aware of the service issues concerning her visit to the Jiffy Lube store on Highway 54 in ******, NC. We strive to give every customer the quality service they expect and deserve. We regret that Ms. ********* service experience did not meet this standard. Thank you for your time and if you have any questions, please feel free to contact me at ************ ext. ***. Best Regards, ******. Customer Care Manager

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I checked my oil today at 4:11 My husband and I due to the change oil light popping on but disappeared several times we just bought the vehicle so it was mandatory to change. Wasn't too bad when we did check but still decided to go to a shop for a tune up and others needed, we agreed getting a oil change at jiffy lube today 3/1/2022 we actually left one location due to the 1 1/2 wait so we decided to go to the location about a miles away which had no cars there thinking it was a good thing later thinking I see why it was empty lol they started by asking if we were staying in the vehicle or going inside we decided to sit in the vehicle my little ones were watching********** movie. I'm watching a young guy yank the dip stick several times them say something to the guy next to him, then proceeds back to the hood. A couple moments later he comes to my window; asking if I just bought the vehicle? I answered yes he said can I show you something, I step out the car going to the hood. He point to the dip stick then states this sometimes gets old and breaks it's possible it may break, so I say ok! He literally barley lifts it and say see told you, I told him I just checked the oil and it wasn't broken I just watched you put in back down it was just in your hand pretending it just had broken off I asked for a manager he told me he would order the part and come back tomorrow I was really upset because he now is denying my service after he just broke my dip stick now I can go to my sisters funeral hours away. Now having to wait until this issue is resolved I have no other way to get there. I was upset going to the other location along for a manager I spoke to a manager name******** he advised they still may charge me for laybor and purchase of the new part. I told him how is that so and I was not paying something that wasn't broken before going so he said if they do let him know . Terrible so terrible

  Business response

  03/16/2022

  Business Response /* (1000, 7, 2022/03/16) */ March 16, 2022 Via Internet Better Business Bureau Attn: Complaint Department Re: ************* - ********* Dear Complaint Department: Thank you for contacting us regarding ************** complaint. I apologize for the delay in responding to your office. Ms. ***** brought her 2009 Volkswagen Routan into our Jiffy Lube store on ******* Boulevard in ************, NC for an oil change. According to our company's records, this was the first time this vehicle has been serviced at any of our Jiffy Lube stores and Ms. ***** stated in her complaint to your office she just bought the vehicle. The mileage on her Volkswagen at the time of the service was 133,517. On a customer relations basis, the Jiffy Lube store on ******* Boulevard was able to repair the oil dipstick issue on Ms. *****' Volkswagen. The repairs were completed on March 4th. If she has any other issues she would like to discuss, please have Ms. ***** give me a call directly. Thank you again for contacting us and if you have any questions please feel free to contact me at ************ Ext: ***. Best Regards, ******. Customer Care Manager Consumer Response /* (3000, 9, 2022/03/18) */ They replaced the oil stick I'm just annoyed how loud my engine is now I asked for the synthetic oil and a flush to remove any metal from where metal shaving were found on the dip stick. I had no transportation at the time to be there to watch as I would have liked I'm currently not driving the vehicle to have it further looked at I also took to several shops who also noticed the loud motor I just hope they flushed as they mentioned they would filling with synthetic motor oil when finish. Business Response /* (4000, 15, 2022/04/13) */ April 13, 2022 Via Internet Better Business Bureau Attn: Complaint Department Re: ************* - #******** Dear Complaint Department: Thank you for contacting us regarding *************' complaint. We have received her rebuttal comments from March 16th. If Ms. ***** wishes to have her Volkswagen diagnosed for the engine noise, please have her give the mechanic our office phone number so he can be in direct contact. We value Mr. *****' 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 cause of failure. Thank you again for contacting us and if you have any questions, please feel free to contact me at ************ Ext: 300. Best Regards, ******. Customer Care Manager

*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. ↩