Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/29/24 I took my moms ****** Camry in for an oil change. The manager tells me that my rear brakes need to be change and so does the filter. Never once did he explain how much it would all cost, not even how much the oil change will cost. He hands me a tablet and tells me to sign here, still hasn't verbally explain how much it will cost me or never showed me any paperwork or the order form with the pricing on it, instead the table just said sign here and there was no price. He claimed the price was all the way at the bottom of the tablet when I signed. Which he still never even told me the price when asking me to sign either. Just asked me to sign. Then tells me the price at the end really fast and in a low voice while taking me card and going to the register and charges my card. He still never showed me any paperwork on what all they did and the price until after he charged my card and handed me the receipt. If I had known it was going to cost me ****** dollars I wouldn't have agreed to the service and just asked for the oil change. The guy even kept gaslighting me when I tried to talk to him about it all and even called him out on never showing me actual paperwork of the pricing for everything before I said and he kept claiming he said the price was at the bottom when he didnt. One of the other mechanics was either hung over or sick because I had to listen to him throwing up in the bathroom while I waited for him to finish working on my car. This all was extremely unprofessional and I feel like they took advantage of me. I didn't even have enough money to cover the full expenses because I didn't know till afterwards how much it all actually was going to cost. They never once showed me any paperwork with all the prices otherwise I would of only said I want the oil change since that was all I could afford. They even wouldn't use the coupon I had and didn't refund me the ***** they owed me back.

  Business Response

  Date: 09/18/2024

  I spoke with ***** *. and asked him to respond. This is his response:

  "I have tried to contact this customer many times. I have left several voice mails and emails. Ms. ***** last contacted me on 9/9 asking me if I will be available Friday 9/14 to discuss her case I replied on 9/9 stating I am in the field everyday and that she can give me a call when she is ready. She never contacted me.
  I spoke to the store and they stated they recommended brakes and she agreed but her complaint says she did not agree. I verified via video footage that she signed the estimate. I will attach. .I was going to work with her on a refund amount that would be fair to both of us even though we had a signed estimate prior to the work being started but she will not return my calls or contact me like she said she would."

  I have signed copy of estimate.

  Thank you,

  **** *.

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 11/29/22 I took my 2015 Diesel Chevrolet Pick up truck in for an oil change. The charge was $293.50. I left the store and drove to an auto parts store for a battery. I decided to check my oil and see if they had filled it to the top; when I checked the oil was black and dirty! Supposed to be new oil! I immediately went back to Jiffy Lube to speak to the manager and show him. He said "all new diesel oil is black" and when I asked for new oil he had one of his employees go down in the pit and get dirty oil and put that in my truck! He told the employee to return the "new" jugs of oil to supply. I told the manager that I was unhappy and this was wrong. Manager refused to do anything. I then drove back to the auto parts store, purchased new oil and changed it myself. The new was gold in color and when I removed the "old" oil that had just been put in by Jiffy Lube, it was black and had metal particles floating in it.I contacted the corporate office and filed a complaint. They did not get back with us within the 72 hour window promised and I contacted them again. "They" said they spoke with the manager and he again told them that diesel oil is black. Corporate did not ask for more details and considers this case closed.I have since heard of others being upset with this manager. At this point, I would like a refund of the $293.50.

  Business Response

  Date: 01/31/2023

  I spoke with ************** this morning and discussed the issue that he had. I then spoke with our customer service department and ********************* (Market Manager). ***** told me that after ************** stated his dissatisfaction with the oil change, the store serviced his truck AGAIN in front of him so he would be able to watch step by step. I then proceeded to watch the video of the original oil change. I personally watched our employee bring a full eco box of ******* oil up from downstairs and place the box in front of the truck and use that oil in ****************** vehicle. At no time did anyone pass up used oil from the lower bay.

  Unfortunately, the refund request of $293.50 is denied.

  Please see attached pictures.

   

  Customer Answer

  Date: 01/31/2023

   
  Complaint: 18643209
  
  I am rejecting this response because:  the pictures provided do not tell the entire story.  Yes, we did speak with a Jiffy Lube representative, but are not satisfied with his explanation.  We kept samples of the "used"oil they put in the truck and will be getting it analyzed.  
  
  Sincerely,
  
  ***********************