Complaints

This profile includes complaints for Jiffy Lube's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Jiffy Lube

  10141 US Highway 70 W Clayton, NC 27520-2649

• 

  Jiffy Lube

  790 Pershing Rd Raleigh, NC 27608-2712

• 

  Jiffy Lube

  1221 Nc Hwy 54 Durham, NC 27713

• 

  Jiffy Lube

  400 Weston Pkwy Cary, NC 27513-2429

• 

  Jiffy Lube

  1620 Guess Rd Durham, NC 27701-1130

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:12/26/2024

  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.

  December 12, 2024 9:00 am **********, ******************* to Jiffy Lube to get an annual vehicle safety inspection. Jiffy Lube personnel inspected the vehicle however prior to that checked the oil, fluids and other items that are not listed on an annual inspection. Nonetheless, the representative advised that I needed a coolant flush and I hesitated not knowing if that was indeed accurate and I only presented to them to obtain an annual inspection. Nonetheless, I asked her to wait while I phoned my parents as I am a college student. She manipulated me by saying that she was serious about the need for the coolant flush and if I didn't get it that same day my car would freeze up and become inoperable. I asked if I could just top off the coolant and she said that Jiffy Lube does not do that and that I was in danger of my car not operating. She continued on convincing me that it was the life or death of my vehicle. Of course I don't know but somehow felt that she was taking advantage of me but she was convincing. I decided to get the coolant flush which was $199.00. I then speak to my parent and then a representative at the Jeep Dealership where I get my oil changes and both advised against getting a coolant flush for the same reasons and advised that I was being taken advantage of however by this time Jiffy Lube had already begun the flush. I was frustrated and upset knowing at that point that they had taken advantage of me. My parent immediately phoned Jiffy Lube and made a complaint to the Manager who advised that the business had cameras and the communication was recorded. I told him facts about the coolant flush and he advised the I needed to speak with their Management off site to get a full refund. I attempted to speak with that entity only to get shuffled around and to date have had no contact with them. Also, I looked at this locations rating and it is a 1. They constantly deceive college students in a town flooded with this population.

  Business Response

  Date: 12/26/2024

  December 26, 2024
  
  Via Internet
  
  
  Better Business Bureau
  Attn: ******* *****
  
  Re: *** ***** Complaint #********
  
  
  Dear Ms. ******************* you for contacting us concerning *** ****** complaint.
  
  Our store manager communicated with *** and Mrs. ***** and our company has agreed to refund the Jiffy Lube coolant service. We are in the process of issuing an ACH for the $200.00 refund. The funds should be in their account within seven business days.
  
  Thank you for your time and if you have any questions, please feel free to contact me directly.
  
  
  
                          Best Regards,
  
  
  
                          **** *.
                          Customer Claims Manager

• Initial Complaint

  Date:12/23/2024

  Type:Product 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.

  On November 2, 2024 my wife, ***** D. ******, went to Jiffy Lube in ********** ***** to have the oil changed in her 2014 ***** 5. She was told that the cabin air filter was missing. ***** said she would have me check on this. I did check to see if the cabin air filter was missing and found it to be in place. She was then told her car was ready. When ***** got in her car there were panels just laying in the seat. ***** informed Jiffy Lube of this and they replaced the panels. However, Jiffy Lube had taken the blower motor resistor out and did not replace it. This caused the blower motor resistor to fail, costing us ****** to replace. ***** had also been using a second set of keys when she arrived at Jiffy Lube. Unknown to *****, she used her keys and left. The second set of keys was left laying near the windshield wipers and fell off the car on a busy street. ***** was able to get the keys. This was definitely a safety issue. I contacted Jiffy Lube on November 4, 2024 and spoke with the store manager, ****** ******. ****** appeared to be be very understanding and offered to refund the cost of the oil change and reimburse me for the cost of the blower motor resistor. ****** emailed me two forms to fill out and email back. I did this and have made numerous calls to her. I still have not received anything from Jiffy Lube and ****** no longer accepts my calls or responds to emails. I believe ****** has been lying to me and never intended to refund or reimburse us for any of this.

  Business Response

  Date: 12/23/2024

  December 23, 2024
  
  Via Internet
  
  
  Better Business Bureau
  Attn: ******* *****
  
  Re: ******* ****** Complaint #********
  
  
  Dear Ms. ******************* you for contacting us concerning *** ****** complaint.
  
  Our district manager has communicated with *** ****** regarding the issue with his 2014 ***** 5 and our company has accepted liability for the issue. We have issued an ACH payment to *** ****** and he should receive the funds within 7 business days. We apologize for any inconvenience *** and Mrs. ****** experienced because of this issue.
  
  Thank you for your time and if you have any questions, please feel free to contact me directly.
  
  
  
                          Best Regards,
  
  
  
                          **** *.
                          Customer Claims Manager

• Initial Complaint

  Date:12/11/2024

  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.

  I went to Jiffy Lube a few months ago to get an oil change , during my oil change appointment I was shown my cabin and air filter as per usually and I requested to get my air filter replaced . At that appointment I paid for my oil change and for my air filter to be replaced . Here recently my car as been shutting off while in drive so I did my normal I got it checked by Autozone to read my battery and alternator after that was cleared and shown no problems I also got my ignition coils and spark plugs fixed to narrow down the issue . I experienced my car shutting down again while in drive and decided I would go to a jiffy lube to get and oil change and have them check to see if any wiring for my battery or any other wiring was loose to see why my car was shutting down . When it came time to pay for my oil change today I asked the man hey did you find anything loose as to why my car was shutting off ? He says nothing was loose we seen you didnt have an air filter in the car and it was requested last service but dont worry we put one in free today 1.The filter was not free because I had already paid last service it was negligence on their end as to why I didnt have one and why my car was shutting down again. 2 There is no telling how much debris they have allowed to get into my engine since I have been riding since last service with no filter. My husband and I take all 3 of our cars here regularly and I can NOT believe the negligence on their end . Not to mention on top of finding out they screwed me over with the filter that acted as if they have done me a favor by giving me one free today . What should have been free was my oil change since no telling the damage they have done to my car. I want all future customers to be warned and aware. I should not take my car pay for a service and find out later it wasnt done. I have missed work and class because fear of driving my car while shutting down in mid drive !

  Business Response

  Date: 12/27/2024

  December 27, 2024
  
  
  
  
  
  
  Via Internet
  
  Better Business Bureau
  Attn: ***** ******
  
  Re: ***** ******** - ID#********
  
  
  Dear Ms. ******************** you for contacting us concerning Ms. ******** complaint. I apologize for the delay in responding to your office.
  
  We have received Ms. ******** complaint regarding the air filter issue on her vehicle.  Unfortunately, our company has not been able to locate Ms. ******** Jiffy Lube invoice. Please have Ms. ******** provide a copy of her Jiffy Lube invoice. Without proof of a paid Jiffy Lube service,our company cannot fully investigate Ms. ******** air filter issue.
  
  Thank you again for contacting us and if you have any questions, please feel free to contact me directly.
  
  
  
                             Sincerely,
  
  
  
                             **** *.
                             Customer Claims Manager

• Initial Complaint

  Date:11/25/2024

  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.

  Vehicle began leaking oil after visit. Returned to the location to have issue addressed and an oversized oil plug was forced into the oil pan leading to a leading to the entire oil pan needing to be replaced.

  Business Response

  Date: 12/02/2024

  December 2, 2024
  
  Via Internet
  
  
  Better Business Bureau
  Attn: ****** *****
  
  Re: ******* ****** ID ********
  
  
  Dear Ms. ******************* you for contacting us concerning Mr. ******* 2021 ********** Jetta.
  
  Our district manager has been in touch with Mr. ****** regarding the oil pan issue on his Jetta. Our company has accepted liability, and we are issuing an ACH to cover the oil pan replacement on his ********** Jetta. Mr. ****** should see the funds in his account within the next seven business days.
  
  Thank you for your time and if you have any questions, please feel free to contact to email me directly.
  
  
  
                          Best Regards,
  
  
  
                          **** *.
                          Customer Claims Manager

• Initial Complaint

  Date:11/08/2024

  Type:Sales and Advertising 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.

  Hello,We purchased a new build home in 2023. Recently, we had our oil changed at Jiffy Lube on 8/24/2024 and they forgot to replace a gasket which resulted in oil all over the driveway. Upfront, we asked Jiffy Lube to professional hire someone to take care of the driveway but they insisted on repairing it themselves. Jiffy Lube attempted to clean the surface and remove the stains, but unfortunately, their cleaning process caused more damage. Jiffy Lube then decided to pay a third party $250 to pressure wash the concrete failing to be upfront with the company about the chemicals they used. The chemicals they used ate through the concrete. The driveway now has uneven patches, lines, swirls, aggregate exposure and surface deterioration, which affects both the appearance and safety of the property. Jiffy Lube has agreed to pay a contractor to restore our driveway. Given this situation, the driveway will need resurfacing and re-cream coating to restore the driveway to its original condition and prevent further damage. Jiffy Lube wired a cash payment of $3999.50 on 10/22/2024 and had us to sign an ACH authorization form and Release form in order to receive funds for repair. The contractor attempted to begin work on 11/5/24, but could not due to the product used by Jiffy Lube. This resulted in a change order and additional step to repair the concrete. Upon discovering this issue, we immediately contacted Jiffy Lube to inform them of the issue. We were informed to send the change order and updated quote. I emailed this information to ******** ****** (Jiffy Lube) and *** ******* (Premium Velocity - franchise who operates the Jiffy Lube ************** 3288). ******** blocked my calls. Jiffy Lube has not been cooperative in repairing this issue in a timely manner and currently not responding to this matter. Jiffy Lube has also failed to retrieve their equipment from our garage that they use to attempt to repair the driveway.

  Business Response

  Date: 11/08/2024

  
  November 8, 2024
  
  Via Internet
  
  
  Better Business Bureau
  Attn: ****** *****
  
  Re: ********* ****** ID ********
  
  
  Dear Ms.*****:
  
  Thank you for contacting us concerning Mrs. ****** issue after her Jiffy Lube service.
  
  Mrs. ****** brought her 2015 Chevrolet Camaro into our Jiffy Lube store location in *************,** on August 24th for an oil change and the cabin air filter was replaced. After the issue with the oil filter and the failed attempts by the Jiffy Lube store employees to fix the oil stains, our company agreed to pay for ********** concrete driveway to be overlayed. The payment for the driveway work was sent to Mrs. ****** in the middle of October. Once our office was aware the original driveway repair was not sufficient, our company issued a 2nd payment to Mrs. ****** for the additional costs. Mrs. ****** should receive the 2nd ACH payment in her account within 7 business days. If she has any further issues, please have her contact our office directly.
  
  Thank you for your time and if you have any questions, please feel free to contact me directly.
  
  
  
                          Best Regards,
  
  
  
                          **** *.
                          Customer Claims Manager

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22527462
  
  I am rejecting this response because:

  Thank you for providing Jiffy Lubes response regarding my complaint. Unfortunately, I am unable to accept their resolution as it does not address the significant inconvenience, stress, and financial impact this situation has caused beyond the cost of the driveway repair itself.
  
  While I acknowledge that Jiffy Lube has provided partial payments for the concrete repairs, this does not fully compensate for the pain, stress, frustration, and chaos this situation has caused me and my family. I have endured:
  
  Missed Work: Due to the ongoing repairs, communication, and need to supervise contractor work, I have missed several days of work, resulting in financial and professional consequences.
  

  HOA Conflict: The damage to my driveway has drawn negative attention from my HOA, leading to unnecessary stress and potential penalties.

  Stress and Frustration: The extended timeline, lack of clear communication, and difficulty in resolving this matter have caused undue mental and emotional distress.
  

  Given the substantial disruption caused by Jiffy Lubes negligence and the resulting repairs, I am requesting additional compensation to address the damages and stress beyond the driveway restoration itself. Specifically, I request compensation for:
  
  Lost wages due to missed work.
  HOA-related costs or potential penalties resulting from the damaged driveway.
  Emotional and mental stress caused by this situation.

  
  I believe this request is reasonable given the ongoing impact on my personal and professional life. I would appreciate Jiffy Lube addressing these additional concerns promptly and working toward a resolution that fully compensates me for the harm caused.
  
  Thank you for your time and understanding. I look forward to hearing from Jiffy Lube regarding this matter

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

• Initial Complaint

  Date:10/15/2024

  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.

  07/27/2024 I took my vehicle to jiffy lube ***************************************************************************************************** their phone number there is ************ Upon a service I was speaking to the manager which name was **** he done to work on my vehicle also I needed a oil change and a transmission flush upon arriving I didn't have no leaks on my vehicle from the motor dealing with the motor oil nor did I have leaks from my transmission I have any issues from my vehicle. What service was done I left that day and the following days I parked the vehicle I was able to make it home and parked vehicle for 2 days and on third day I noticed oil stains under the vehicle and reported it to the manager at the jiffy lube location I had service.upon driving the vehicle I noticed indications started popping up on dash stating transmission issues .upon this notification I took it back too jiffy lube in ****** ******* and request the manager **** and advise him the issue that was going on after my initial service. Call the manager advised me himself that one his coworkers didn't tighten down one of the bolts in my transmission and that was caused this continuous leaking he tighten the boat up supposedly I was told from Mr **** the manager once I thought things was fixed upon leaving the issue got worse and it killed my transmission upon that I sent the vehicle through toll to **** ******** Chevrolet of Duluth in ****** Georgia and had it inspected and they found issues with the transmission is beyond repair and I will have to make a $10,000 replacement of a transmission this been going on for 2 months between jiffy lube and **** ******** Chevrolet **** ******** ********* is doing all they can to try to help me with the situation jiffy lube is denied my claim twice from the owner of the store and the district manager of jiffy lube and I'm not sure why they would not accept accountability jiffy lube at this location it wanted the horrible places to have any service done to your vehicle

  Business Response

  Date: 10/30/2024

  October 30, 2024
  
  Via Internet
  
  Better Business Bureau
  Attn: ****** *****
  
  Re: ****** ******** Case #********
  
  Dear Ms. ******************* you for contacting us regarding ****** ********* concern. I apologize for the delay in responding to your office.
  
  Mr. ******** brought his 2018 Chevrolet Equinox to our Jiffy Lube facility in ******, ** on July 27th for an oil change and transmission service. At the time of the service Mr.********* Equinox had ******* miles on it. Prior to the ************* the last time this Equinox was serviced at a Jiffy Lube was in April 2023 when the vehicle had ****** miles on it.
  
  Our regional manager was able to investigate the transmission issue on ********************** She was able to verify the correct transmission fluid was used during the Jiffy Lube service.Additionally, the mechanic at **** ******** Chevrolet of Duluth where Mr.********* Equinox is being repaired confirmed the transmission fluid was full when it arrived at their dealership. At this point in the investigation, our company is unclear how the Jiffy Lube service on July 27th caused damage to the transmission on his Equinox. If Mr. ******** has a written diagnosis stating the cause of the failure to the transmission and how it is related to the Jiffy Lube service, please have him submit the diagnosis to your office.
  
  We value Mr. ********* business. Furthermore, we realize that we are human and sometimes make mistakes. However, I hope you realize that we cannot pay for damages we do not believe we caused. If Mr. ******** has any other evidence he feels might support his claim, please have him submit it to your office.
  
  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

  Date:10/11/2024

  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.

  I brought two cars to get inspections. Car number 1 was turned down for yellow headlights. The lady said they have the stuff to fix it with. I told her I would fix it myself. She said I was going to tell you a easy way to fix and then walked out the door. Car number 2 I did not have a registration so she refused to do an inspection. I told her the vin number was on the door and she could get the information from that. This lady said it was against the law to inspect the car without a registration card. I told her last time they inspected my car I did not have a registration card. I believe she was being hateful toward me because she was not able to make the profit from fixing my yellow headlights. I googled Jiffy Lube website and I found that there policy is they can scan the vin number without a registration card to do the inspection.I contacted customer service several times about filing a complaint after several days no one has contacted me back. I contacted customer service again and asked for a complaint form to be mailed to my address over a period of several days. They refused to send me a complaint form because I had to file a complaint online. I don't do emails. All responses should be in writing to my mailing address. I know that the lady from customer service is not willing to assist me with my complaint. She has already expressed her unwillingness to help so I would also like to complain about the customer service associated with ********************. My expectations from Jiffy Lube no customer service is going to be how do you plan on trying to keep my family and associates to be loyal customers with your business. I would like a written explanation on how this customer service gone wrong. Also how do you expect to correct this problem so other customers have not to deal with this.

  Business Response

  Date: 10/11/2024

  October
  11, 2024
  
  Via Internet
  
  Better
  Business Bureau
  Attn: Rachel
  Dixon
  
  Re: Fabian Harvell
  Case #22408981
  
  Dear Ms. Dixon:
  
  Thank you for
  contacting us regarding Fabian Harvell’s complaint.
  
  Upon receiving
  the complaint from your office, I searched our database for Mr. Harvell’s service
  history. I was able to locate an invoice from August 20th and
  another from April 6th with both services at the Jiffy Lube store location
  on Randleman Road in Greensboro, NC. In the complaint filed with your office, Mr.
  Harvell did not provide any specific vehicle information or date of service. To
  fully investigate the issues, please have Mr. Harvell provide his Jiffy Lube invoice
  information.
  
  We value Mr. Harvell’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 we need more information to investigate the issues he
  experienced.
  
  Thanks again
  for contacting us and if you have any questions, please feel free to contact me
  at 832-337-2821.
  
                             Best Regards,
  
  
  
  Ryan R.
                             Customer Claims
  Manager

• Initial Complaint

  Date:10/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I got an oil change here on Friday, October 4th. After the change, the oil light came on. I told them this and they said its because there are minor leaks but you dont have to worry about it. I drove it home (about a mile) after. The next day I drove less than a combined 20 miles and the power steering went out and the engine completely shut off - it wouldnt turn on even when we tried to jump it. I paid to get it towed to Jiffy Lube and they stated they couldnt look at it because it was a hybrid. My car is not a hybrid. Once that was cleared up, they said it was the alternator and it would be $600 to fix. I went and bought an alternator to install with another mechanic for $300. When I had my mechanic look at it, he discovered it wasnt the alternator, but an issue of no oil being in the car. When I showed jiffy lube the dry dipstick, they claimed there was oil in there. Once the manager (Rainy R.) drained the car, it was discovered that there was barely any oil in there and it was filthy. Our invoice from Saturday says our oil levels upon arrival were full, but today when they were looking at the car again they said levels were low on Saturday. There was negligence either by never putting new oil in our car, or by not noticing the signs of a major leak. They claim that the minor leaks became major and 4 quarts of oil leaked out of my car in less than 24 hours, despite no copious amounts of oil being present in the places the car was parked or towed from. My car will not start and I have been without a car for days. We never had this issue of our car dying because of oil until after going to Jiffy Lube.

• Initial Complaint

  Date:09/24/2024

  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.

  09/05/2024. A normal oil change was requested at Jiffy Lube #*** on a 2015 ****** Camry. Total Amount paid $175.76 which included an Engine Flush which was added by service advisor who insisted *********** level's "dangerously low" upon arrival. The service checklist provided by the company shows the *********** levels upon arrival as "Full" The same service checklist shows services as "Completed" "Reset" or "Filled" which were not done. No written agreement or price transparency from service advisor. Service advisor insisted on necessity of Engine Flush (added cost) due to "dangerously low oil levels". The business has not tried to resolve the issue despite multiple attempts.

  Business Response

  Date: 09/26/2024

  September 26, 2024
  
  Via Internet
  
  Better Business Bureau
  Attn: ****** *****
  
  Re: ******* *********** Complaint #********
  
  
  Thank you for contacting us regarding ******* ************ complaint.
  
  Mr. ************ daughter brought her 2015 ****** Camry into our ***************** Jiffy Lube store location in *******,** on September 5th. According to our companys records, this was the 1st time this vehicle has been serviced at a Jiffy Lube location. Our district manager spoke with Mr. *********** and verified his daughter approved the services while on the phone with him on the phone.Additionally, a $50 discount was given at the time of the service. ************************** recommendation per ****** is OW20 synthetic oil. According to his September 5th invoice, OW20 synthetic oil was used during his service. The correct oil was used in his vehicle, the invoice was billed correctly, and the services were approved by Mr. ************ daughter during the service. On behalf of the company, I apologize Mr. *********** feels he was overcharged but the correct oil and price were used on his invoice. 
  
  On behalf of Jiffy Lube, I apologize if there was a miscommunication at the store level as far as the explanation of the pricing and services provided. If Mr. *********** has any further questions regarding his invoice, please have him contact our office at *************************************************************** or the Jiffy Lube store location. Thank you.
  
  
                             Best Regards,
  
  
  
                             **** *.
                             Customer Claims Manager

  Customer Answer

  Date: 09/26/2024

   
  Complaint: 22330296
  
  I am rejecting this response because:

   

  The issue at hand is that the service advisor at Jiffy Lube insisted that the vehicle required an ENGINE FLUSH and they added an extra ***** to the bill. I did not authorize this nor did Mame ****. The service advisor insisted that the *********** levels upon arrival were "dangerously low" and needed this. No agreement was made to add an extra charge. No authorization was made by myself or Mame ****. Please review camera and or audio footage. The only service authorized was an oil change. No additional services were approved. The service checklist provided by Jiffy Lube shows that the oil level upon arrival as ********** service advisor again insisted that the oil levels were dangerously low and an ENGINE FLUSH was required and must be performed. I did not authorize or approve this additional service. Mame **** did not authorize or approve this additional service. An additional charge was added to bill and was not authorized. 
  
  Sincerely,
  
  ******* ***********

  Business Response

  Date: 09/26/2024

  September 26, 2024
  
  Via Internet
  
  Better Business Bureau
  Attn: ****** *****
  
  Re: ******* *********** Complaint #********
  
  
  Thank you for contacting us regarding ******* Eldahshourys complaint. We have received his rebuttal comments from today.
  
  As stated in our previous response, I apologize if there was a miscommunication at the store level as far as the explanation of the pricing and services provided. Unfortunately, myself nor Mr.Eldahshourys were present at the Jiffy Lube store location during the Jiffy Lube service on September 5th. At the time of the service, all services performed by the Jiffy Lube employees were authorized as evidenced by the signed Jiffy Lube invoice. The cameras at the store location do not have audio capabilities. As also stated in our previous response, a $50 discount was given on the Jiffy Lube invoice. The correct oil was used in his vehicle, the invoice was billed correctly, and the services were approved by Mr.Eldahshourys daughter during the service. On behalf of the company, I apologize Mr. *********** feels he was overcharged but the correct oil and price were used on his invoice. 
  
  If Mr. *********** has any further questions regarding his invoice, please have him contact our office at *************************************************************** or the Jiffy Lube store location. Thank you.
  
  
                             Best Regards,
  
  
  
                             **** *.
                             Customer Claims Manager

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22330296
  
  I am rejecting this response because:

  The complaint at hand is not being addressed. I, ******* ***********, was present on 9/5/2024 at Jiffy Lube. Please review and reread. No authorization was made for extra charges. Please note service advisor was insistent on ENGINE ************* being added to final bill. Please review and reread. 

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

• Initial Complaint

  Date:09/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  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

  Date: 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 Answer

  Date: 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,
  
  *** ****