ComplaintsforACE Jiffy Lube

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  went to this jiffy lube location in ******* ** to change oil... have been going there for years with no issues. This time one of the workers ripped my front window tint while replacing the oil sticker. This has never happend in my 52 years of car oil changing. He forced it off and didnt tell me..

  Business response

  04/22/2024

  After reviewing the video of this service, it is determined that when removing the old oil change reminder sticker, the sticker apparently adhered to the tint. Some stickers are vinyl and are very pliable and some are plastic. After speaking with **********************, I told her that nothing was done maliciously and that the old sticker was the issue. I have offered her a gift certificate for her next oil change or a credit on the service that she just had. I'm waiting to hear back from her with a decision.

  Thank you,

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

  Customer response

  04/23/2024

   
  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.
  But we will never return here for another oil change . Front window tint is expensive and staff should know better to not use force when removing old oil stickers even though nothing was maliciously done i feel its common sense .  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/ 24/24 I went to Jiffy lube for an oil change. I was offered new tires with no payment at that time. It would be finance through Easy pay. I said ok. When the oil change was done, I was told that they didn't have the tires. I would have to come back for the tires. When I got home, I looked at my receipt and noticed that I was charged $159.99 for coolant exchange and $149.99 for system cleaning. I didn't ask for these two things to be done. The next day I called and spoke with Symmonia. I told her that I didn't want the tires because they had charged me for things that I didn't ask for. She told me that she removed the tires from the account. Easypay finance said that she didn't. I just want the tires removed from the account because I never got them.

  Business response

  04/05/2024

  My apologies for the late response but there were quite a few channels that we had to go through to make this adjustment.

  I just received a follow up email from **************, Merchant Services Manager at Easypay stating that an adjustment/credit will be made to our customers account.

  If ******************** has any further questions, she can reach out to me directly at ************.

  Thank you,

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

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  09/06/23 - Came in to Jiffy Lube (********************************************************) for a routine oil change and brake fluid replacement. Once services were completed, while pulling out of the Jiffy Lube location, I immediately felt the gear to slip and shudder. I quickly returned hoping they could correct the issue, but to no avail they could not correct issue. I was left having to replace transmission without any compensation from Jiffy Lube. The diagnostics described in the invoice from ************************ infers that the Jiffy Lube location is responsible for my vehicles transmission issues, as my ****** had never had any problems in the past. Thus, Jiffy Lube is responsible for the costs of my transmission replacement.

  Business response

  12/13/2023

  After speaking with **************** (Market Manager), he has offered a "Goodwill" payment in the amount of $3000.00 to ******************. As of yet, she has not responded to ******'s reply.

  Letter is attached.

  Thank you,

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

  Customer response

  12/13/2023

   
  Complaint: 20997587
  
  I am rejecting this response because: Attached is a description of what the third party mechanic initially found after evaluating the vehicle. Also attached is the quote that ************************ sent along with the computer codes describing the damages to the vehicle. The "goodwill offer" made by Jiffy Lube does not cover what was spent in repairing the vehicle. However, I am willing to settle this matter with a compensation of $8,000 USD for the transmission replacement. 

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

  Business response

  12/14/2023

  We are standing by our decision to make this "goodwill" gesture. You failed to allow us to inspect the vehicle at the dealership when you gave them authorization to begin a transmission replacement.   Per our warranty and claim process we must be given that opportunity (see back of invoice). 

  Thank you,

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

  Customer response

  12/14/2023

   
  Complaint: 20997587
  
  I am rejecting this response because: The back of the invoice is blank. I was never given a copy of any "warranty" nor was I given any instruction by Jiffy Lube corp. or ************************* about steps that needed to be taken in a claim precess. ************************;knew in advance that the vehicle was being taken to the dealer and failed to notify me that Jiffy Lube needed to inspect the vehicle upon arrival at the dealer. Communication with ************************* is extremely inconsistent.  

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

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  went to the jiffy lube due to my car steering wheel shaking violently. i was told i needed new brake pads and rotors which i agreed to switch. when i got the car back the car steering was not fixed but i had gained another issue. my car in general was shaking violently after that. i contacted the business and they said they would check it out for me. they told me it was a alignment issue and they said they had fixed it. i had multiple car parts missing such as my wheel cap, valve caps, my wheel lock key. after confronting them about it they said they will look for it and return them to me. after 4 trips and a couple hundred dollars the problem still was not fixed. *** brought my car to the kia ********** because i was sick of spending money with no resolution, i was told my car was a mess. my whole under belly of the car was damaged with bolts missing and pieces of the car just ziptied to hold it up in place. oil everywhere in the engine bay from the oil change that the mechanic decided was not his job to clean up. *** contacted the business and informed them that i will return all the parts i have to replace in exchange for a refund. the business is refusing a refund due to a final inspection by their team not being done. i would like to have an refund issued for the parts im going to return. if a refund is not issued i have informed them i will be taking them to court for negligence and faulty repair work.

  Business response

  10/31/2023

  As per ****************** (Market Manager, Mass) this case can be closed. The customer has been refunded whatever costs that were incurred.

  Thank you.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 1 at 2:****, I took my dodge challenger to Jiffylube on *********************************************************** (Invoice #: ********) for an oil change and I paid $90.21. On September 30 at 9:51pm, my check engine light came on and then I got a message saying it was low oil pressure then car then started a noise so we stopped at AutoZone since it was late and most shops are closed at that time.I check the car oil and there was nothing in there I had to pay $58.80 to put oil back into the car. The next day we took it to planet dodge where they told us that not only was the oil cap never tightened and there was oil spilled all over the engine but the oil filter wasnt even the right size for the car. Planet dodge is now charging us $318 for those repairs. I want to be reimbursed for the original charge for the oil change, for the total amount of extra oil I had to by and the cost of repairs at Planet Dodge. Total cost of $467.01

  Business response

  10/18/2023

  This case can be closed.

  I am waiting to hear back from ******************** to confirm her mailing address. Once I have confirmation, I will process payment to her for $467.01.

  Thank you.

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 4, 2023, I went to Jiffy Lube for a synthetic oil change for my vehicle (2016 ****** Crosstrek). When it was time to pay, the total cost of the synthetic oil change was $121.70. I then applied a coupon for $35.00 off, which brought the total to $87.67 including tax. Initially, I tried to pay with my ******** debit card/Northlane account in the amount of $70.00. Notably, upon swiping this card, I was told by "*****************", the Cashier, that the charge did not go through, and to pay with another method. I then used my Citizens debit card after the ******** debit card payment was allegedly not successful in the full amount of the service, which was $87.67. The payment on the Citizens debit card was successful for $87.67. The receipt also verifies that I paid in full with my Citizens debit account. Shortly thereafter, upon review of my ********/Northlane statement, I learned that the first swipe of the card was indeed successful and I paid a total of $157.67 from both cards for the one synthetic oil change that was $87.67 that I received that day, which is even more than the oil change costs without the coupon. My ********/Northlane card was charged $70 and my ************* was charged $87.67 on August 4, 2023 by Jiffy Lube. As such, I request a refund in the amount of $70.00 forthwith as I was told by the Cashier the ******** card was not charged when it was. Upon learning of the double charge, I contacted Jiffy Lube Customer ********************** on August 20, 2023 by telephone. I have not received a response or refund. I have followed up with them on September 5, September 14, and September 20. They have not contacted me to discuss a resolution or provide a refund.

  Business response

  09/29/2023

  Our Store Manager has reached out to ****************** by phone and email. Once she responds and comes back to store, they will issue a cash refund to her as we are unable to credit the YOKAHAMA card because it might be a gift card.

  Please close case.

  Thank you,

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

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 6, 2023, I went to Jiffy Lube store #**** in ******* for a routine oil change on my 2020 Blazer. Prior to that trip, my car was in great condition with no issues. Over the weekend, my cars check engine light came on and was no longer driveable and needed towed to a Chevrolet dealership. They found that I needed a new engine due to the oil filter being loose and having no oil in it- as a result of the faulty service provided at this location. Now, the location is claiming no fault of their own and refusing to pay for my engine. I am distraught and feel scammed by this facility.

  Business response

  08/04/2023

  I just spoke with **************** and told her that I would follow up with her. ******************, Market Manager for ACE Jiffy Lube is already on this. He has spoken with dealership and is dispatching Accurate Mechanical to dealership to inspect vehicle. **************** is going to call ******* back this afternoon as he left her a voicemail. I will respond back to BBB once we have an Accurate Mechanical report.

  Thank you,

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

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 25, 2023, I was driving down ************ about to hop on the highway, and then suddenly, my car steering wheel stopped working properly and I was unable to make turns. I was able to pull into a Wawa parking lot and check under the hood. My initial assessment showcased that my serpentine belt was ripped up, I looked around and saw that there was a Jiffy Lube, close and i immediately went over and spoke to the manager, explained the situation to him, and he expressed to me that this is an issue they are capable of fixing. So I slowly drove the car to their lot so they can triage the damage and give me an estimate on how much it will cost to fix. The mechanic said it would $750 with the replacement belt tensioner and serpentine belt. I agreed and proceeded to wait in the lobby. Two hours goes and the mechanic i have been dealing comes to me and says that the bolt needed to remove the bad tensioner and replace it has broken off in the engine and there is nothing they can do about it. He hands me the bolt with the tensioner and proceeds to walk away, meanwhile I am stuck in an area in *************** with a car that I cannot drive at all because the tensioner is everything that makes the car run. Before even having their mechanic look at the issue I was able to drive it but after them the car is no longer driveable. Im basically stranded with no vehicle and no means of actually getting the car fixed. I feel they broke the bolt in the engine and rather take the time to get it out and fix it they just figure its not their problem and they dont have to deal with it. Meanwhile I have to figure out how can I get to work, pick up my children and run errands. This is a major inconvenience for me and I would love a solution to this ordeal. I made sure to call the police and get a police report on the matter and I had no choice but to leave the car in their parking lot. Im in fear of possibly having the car broken into and deal with a whole other situation.

  Business response

  06/27/2023

  After speaking with the Assistant Manager who was on duty Sunday (6/25/2023), he sent me the following email detailing this issue:

  "06/25/2023 customer walks over to the shop from Wawa. The gentleman notified a staff member about him needing help with a belt on his vehicle. The gentleman was informed that we cannot perform a service unless the vehicle is physically at the shop. The man understood and proceeded to drive his car over here from ****. Upon first inspection it was evident that he needed more than just the belt he was asking for. The serpentine belt was completely shredded and had absolutely no tension behind it. The gentleman was quoted for a belt and a tensioner pulley. The repair was agreed to by the customer and an estimate was signed. After disassembling the tensioner pulley,it was found that the bolt that holds the tensioner to the engine was broken off into the engine block. the end of the bolt was barely threaded in. After attempting to go ahead with the repair it was understood that there wasn't anything we could do in terms of this job. The customer was then notified about the issue. The gentleman instructed the mechanic to put everything back and that is what was done. Upon arrival the gentleman expressed that he recently had to change the belt and that he is still having problems. Upon arrival the serpentine belt was pushed on physically to inspect tension, There was none.The bolt had been broken off in the engine prior to the vehicle getting here.After the vehicle was put back together it was pushed out of the shop and parked in a parking spot. once the store was closed the man decided that he wanted to file a police report. I am not sure for what but he did. The officer then came into the shop with the customer to get information. The officer offered to give a case number, that was declined. Once the shop was closed the customer stated that none of this was directed towards the employees and that it was directed towards jiffy lube."  

  Thank you.

  Customer response

  06/27/2023

   
  Complaint: 20235509
  
  I am rejecting this response because: I do not accept their assertion that the bolt was broken prior to me arriving on their lot. I was driving axpromiatexly 4 miles before initially stopping in the plaza where Juffy Lube is located. I wouldnt be able drive for such a long period of time if their assessment is correct, I wouldnt be able to even start my car in the first place when I stopped to triage the situation. I parked first, checked the problem, saw the belt was mangled and assumed it was a belt situation. Walked to Jiffy lube, they told me to drive the car to them, which I was able to do. It was after they started working under the hood, that the problem started. I never came to them about the belt tensioner, I expressed I needed a new serpentine belt, their mechanics said I needed to replace the belt tensioner. 
  
  Sincerely,
  
  ***************************

  Business response

  07/17/2023

  After speaking with the Assistant Manager, he is 100% sure of the diagnosis with ************************** vehicle. Not only did they not change him any diagnostic fees but they also offered recommendations as what to do. We are standing by our decision and are denying any fault for the condition of the vehicle.

  Thank you,

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

   

• Initial Complaint

  06/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/03/2022 I went to jiffy lube located at ***************************) and ****** NW for an oil change I signed an estimate for brakes ; tune up ; water reservoir for about $2,900 dollars ! on second thought I decided to have the oil change only because they are not ******** benz I called the credit card to cancel the transaction and they did not do it ( this makes 2 months ) I went back to jiffy lube and up to now they keep in giving me a run around to evade the return of about $ ***** dollars and almost 8 months have elapsed ( I have documentation to prove the validity of my complaint ) Thanks for your time !

  Business response

  06/15/2023

  This case can be closed.

  On 2/9/2023 a credit of $2715.84 was issued to the card holder, ***************************. It appears that ***** is the son of ****************************

  Thank you.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 15, 2023, I took my 2018 ***** accord to the location at 82nd & biscayne blvd for an oil change, tire rotation and transmission fluid replacement. After leaving I noticed issues with accelerating. About 150 miles later (1 day of commuting to work), my car would not go above 5mph and made revving noises. I took it back April 21, **** and they stated that they failed to replace my transmission fluid after it was drained. After replacing, i was refunded for the service. April 22, 2023, I took my car to be inspected at ***** and paid to have my transmission flushed because jiffy lube put the wrong type of fluid in. My car now sounds like its struggling in low gear & sometimes jerks when driving. I was called once and told the issue would be escalated. No one from the company has called back for a solution for the proper inspection or replacement/repair of damages to my transmission. Ive emailed corporate twice and had them escalate since this is an independent location. The most recent interaction was May 11, 2023.

  Business response

  06/07/2023

  From ****************, Market Manager (*****)

  Customer came in for and oil change and transmission service, she stated that she was having issues and she took it to the dealer to have the transmission fluid change again. Everything was fine when she left the dealer. Now is she saying that the car still have some problems. ***** the manager called her yesterday and she did not pick up the phone. We are going to tell her that she need to take the car to a certified shop to inspect and then we would go from there.
  
  

*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. ↩