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:22/01/2024

  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.

  November 13th 2023 I Received an oil change from the Jiffy Lube in question. Their services also provide in the payment of an oil change that they will change the oil filter. The mechanic notified to me that my engine looked exceptional. Flash forward to January 16th my check engine light comes on and I bring it to a Dodge, ram, Chrysler and jeep dealership. They notify me that the oil filter and cap were broken and that it starved my engine of oil and it looks like the incident mustve occurred over the last two months and I should immediately contact whoever conducted my prior oil change. The damage to my engine will require me to get a new one in the near future with a price of 18 ****** plus additional fees.

  Business Response

  Date: 31/01/2024

  Hello,

  Thank you for bringing this to our attention. We have been in communication with ***** since January 16th when he came to Jiffy Lube to report the issue. Before we respond to this i just wanted to express that the customer has been provided multiple responses via email prior to receiving this complaint so we are not entirely sure how to proceed. ***** had his oil change done on November 13th 2023, he was a first time customer of ours. He returned to our location on January 16th **** with the oil filter, oil filter cap, and a few broken pieces of oil filter cage. It appears the the oil bypass valve had detonated which shot the top part of the valve up into the filter and starved the engine of oil as well as shattered the top part of the oil filter cage. At the time of filter cap failure, there should have been a warning on the dash regarding oil pressure. We contacted the dealership that looked at *****'s vehicle and asked various questions including how our service (changing the filter, changing the oil) could have caused this. The representative was unable to give us an answer and also explained that he told ***** that he could not say that we caused this issue but that he should contact the place where he had his last oil change. Our service km's for his Jeep was *****km and at the time the vehicle went to the mechanic it had *****km. Although we understand this is a difficult situation for ***** this is a result of a failure of his oem filter cap bypass valve (for which there are multiple TSB's made by various suppliers to warn about the issue, i have attached the one we have from our supplier) and not an issue which was caused by our oil change or our oil filter change 2 months prior or 4000+km ago. We have encouraged ***** to fight for warranty through his dealership as this filter cap should be covered under his drive train warranty. 

  Thank you in advance for your response as to the next steps you would like us to take in our response to this customer
  

  Business Response

  Date: 15/02/2024

  Hello,

  Thank you for bringing this to our attention. We have been in communication with ***** since January 16th when he came to Jiffy Lube to report the issue. Before we respond to this i just wanted to express that the customer has been provided multiple responses via email prior to receiving this complaint so we are not entirely sure how to proceed. ***** had his oil change done on November 13th 2023, he was a first time customer of ours. He returned to our location on January 16th **** with the oil filter, oil filter cap, and a few broken pieces of oil filter cage. It appears the the oil bypass valve had detonated which shot the top part of the valve up into the filter and starved the engine of oil as well as shattered the top part of the oil filter cage. At the time of filter cap failure, there should have been a warning on the dash regarding oil pressure. We contacted the dealership that looked at *****'s vehicle and asked various questions including how our service (changing the filter, changing the oil) could have caused this. The representative was unable to give us an answer and also explained that he told ***** that he could not say that we caused this issue but that he should contact the place where he had his last oil change. Our service km's for his Jeep was *****km and at the time the vehicle went to the mechanic it had *****km. Although we understand this is a difficult situation for ***** this is a result of a failure of his oem filter cap bypass valve (for which there are multiple TSB's made by various suppliers to warn about the issue, i have attached the one we have from our supplier) and not an issue which was caused by our oil change or our oil filter change 2 months prior or 4000+km ago. We have encouraged ***** to fight for warranty through his dealership as this filter cap should be covered under his drive train warranty. 

  Thank you in advance for your response as to the next steps you would like us to take in our response to this customer