Complaints

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

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• 

  ACE Jiffy Lube

  100 West Cypress Creek Rd Suite 900 Fort Lauderdale, FL 33309-1951

• 

  ACE Jiffy Lube

  17311 Pines Blvd Pembroke Pines, FL 33029-1508

• 

  ACE Jiffy Lube

  5136 W Atlantic Ave Delray Beach, FL 33484-8131

• 

  ACE Jiffy Lube

  2411 Stirling Rd Fort Lauderdale, FL 33312-6520

• 

  ACE Jiffy Lube

  326 W Indiantown Rd Jupiter, FL 33458-3534

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:10/04/2024

  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.

  rear brake caliper fell off due to not being bolted on correctly and tore up the inner rim . could have killed us. caused significant damage to the car. the manger **** **** up on me after I pleaded for help.... refuses to pay for rental car. its been in the shop 2 weeks . need them to pay for the rental car ...jeep has been in shop since September 16th and its now October 4th store 2607 jiffy lube .....I want them to get me a rental car since its 100% their fault we have no car

  Business Response

  Date: 10/07/2024

  As per **** *. (Market Manager / **********):

  Vehicle is currently in ** and is being worked on as I type this response. Vehicle is being covered under the Jiffy Lube National Warranty program. The parts not being easily available has caused the delay in repair. Rental and most other additional costs will be covered by ACE.

  Case can be closed.

  Thank you,

  **** *.

• Initial Complaint

  Date:10/02/2024

  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.

  On 3/26/2024 while I was still living at ***************************************************************************, I went for an oil change.On 8/15/2024 my oil light came on. .I returned to Jiffy Lube and they had to add 3 quarts of oil .The mechanic who had worked on my car admitted to not tightening the oil filter enough which explains the oil missing. The store manager tried to tell me I had an oil leak to cover up the damage. He sent me to another Jiffy Lube where there are mechanics and after checking the car it was determined that I had NO oil leak .Resulting in this human error ,On 8/29 *********************************************************************************************************************** oil !!The cost of replacing the alternator and change the oil completely was $878.47 which I am seeking a complete refund for what they did to my vehicle.I've tried solving the problem with them by going there in person, filing a complaint and nothing is happening. I have a picture of my alternator covered in oil.This caused me a lot of stress .I am 71 years old and would like someone to be held accountable for their mistake.Can someone please help me.Thank you Yours respectfully ********* *******

  Business Response

  Date: 10/07/2024

  I just spoke with Ms. ******** I will be processing a refund check for the oil change. She understands that this oil change was back in March 2024.

  Please close this case.

  Thank you,

  **** *.

• Initial Complaint

  Date:10/01/2024

  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.

  On April 3rd of 2024 my 2year old daughter and I went to Jiffy Lube for an oil change. Within less than *************************************************************************** the three years that Ive had the vehicle, and I had to return to the location where they informed me it was due to a faulty air filter! They removed the sensor pop up and after changed the filter. 2 days later my the sensor came on again! This time with the warning to stop the car on the side of the highway as the engine temperature was hot. I stopped the vehicle for 45 minutes and waited and drove for 15 minutes on a prayer with my. The following morning I contacted Jiffy Lube and brought the vehicle back to them. They stated it was low on coolant and that had to be the issue. The Manager ******* exchanged numbers with we and told me to text him in the event it popped up once again. Unfortunately I had to text him two weeks later prior to flying away. Still away I had my cousin bring the vehicle back to Jiffy where they informed him there may be a hole in the coolant tube causing the levels to be low and triggering the engine light to come on. They stated there was nothing they could do. Away I decided Id deal with the matter in June of which I had a mobile mechanic come and inspect the vehicle that stated something was affecting the engine and it wasnt the tube. Having to leave again for work I left the vehicle parked in my driveway unrentable. Fast forward to August when I returned I called another mechanic from ****** per my neighbor and he shows me the engine drenched in oil and oil all over the spark plugs and coil. I contact Jiffy Lube, they left me without a car for two days, claimed they fixed the vehicle, only for it to fume up and shut off with my my child and I. I had to have it towed over 15 miles. Then pay to have to brought to **** where they informed me my engine is totaled from lubrication and they also found metal in the oil. No one from corporate has contacted me! 18k

  Business Response

  Date: 10/07/2024

  As per Carlton T. (Market Manager / Broward)

  On April 3, 2024, the
  customer purchased a preventive maintenance oil change and an engine air
  filter. A few months later, she returned to the location and stated that
  something was wrong with her vehicle because the check engine light came on.
  The store inspected the car with the OBDII scanner, and a code for a massive
  air flow sensor came on. So, they checked the air filter and housing to ensure
  it was correctly installed and secured. The store cleared the code, and the car
  ran fine. Then, the customer left. On August 12, 2024, the customer called the
  store and spoke with the manager. The check engine light came on again, and she
  said she had two diagnostics done at the dealership. They told her it was due
  to overfill with oil that was causing the misfire. Right away, the manager asks
  the customer to bring the vehicle to the location to correct the issue.  
  
  On August 12, 2024, the
  customer returned to the Jiffy Lube location with the vehicle. The manager
  diagnosed the car again using the OBDII scanner and identified that the car
  wouldn't start, but it cranks. They had a P0300 code (multiple cylinder misfires).
  Moreover, there was clean oil all over the valve cover. The manager stated that
  they didn’t see the oil spill initially because it was under the engine cover,
  so a technician and the manager didn't catch it the first time she brought it
  back. Since the location is not a Muticare Jiffy Lube location, the manager
  told the customer to leave the vehicle so that he could take it to our best
  Multicare Jiffy Lube store in Davie. The manager told the customer the car
  should be ready by 7 pm. However, since the car arrived at the location later
  in the afternoon, there were other vehicles in the bays, so they couldn’t get
  the car in right that day.  But the manager of the Jiffy Lube in Davie
  assured them that the vehicle would be thoroughly diagnosed and fixed in the
  early morning.
  
  On August 13, 2024, the
  customer contacted Jiffy Lube Corporate to file a complaint. The store manager
  contacted the customer again and explained what was being done to fix her car
  and where the vehicle was. I also instructed the Davie Jiffy Lube store manager
  to respond to Jiffy Lube corporate and tell them that the vehicle was being
  worked on to fix her concern. The store thoroughly diagnosed the car: The oil
  level was not reading overfilled. However, oil was sitting on top of the valve
  cover gasket, which made contact with two coils, likely causing the misfire.
  There were multiple code readings, all of which reflected engine misfire
  cylinders 1 to 4. The mechanic absorbed the oil from the valve cover, cleaned
  the entire area, removed all four spark plugs and coil, and installed new spark
  plugs and coil park. Once completed, the car started fine. So they let it run
  for a while to ensure no other issues with the vehicle. The Hallandale Beach
  Jiffy Lube manager picked up the car from Davie Jiffy Lube and drove it to the
  customer’s home. There was no engine light, the car was running smooth, and
  tire issue. On August 14, 2024, the customer contacted the store again and
  stated that the store had deflated one of her tires and started to curse at the
  manager. He explained to her that he had driven the car straight from the Davie
  store, that the tires were fine, and no one had touched her tires. So he
  invited her to come to get the tires checked and filled.
  
  On August 16, 2024, the
  customer called the store to complain about the tire being deflated and that
  the check engine light came on again.
  
  The customer had a
  conversation with the manager via text days after the coil, and spark plug was
  replaced. 

  The manager called the
  customer multiple after that, but there was no response.
  
  On April 19, 2024, the
  customer contacted the corporate Jiffy Lube Customer Service again and said
  part of our repair note was correct and part was wrong, but she didn’t specify.
  She also went to the Davie Jiffy Lube to pick up the diagnostic receipt and
  prove that the coil/spark plug and the invoice for the work were completed. She
  said she was in the military and had PTSD and threatened to shoot out the store
  in Hallandale Beach.  The manager gave it to her and explained that
  everything happening had nothing to do with the oil change. He also told her
  Jeep stated it was not due to the oil change when the manager went there. These
  jeeps have an issue with the internal oil pressure solenoid. He told her to
  stop speculating and to wait for Jeep's diagnosis. And that There is nothing we
  can do at this point. Moreover, there are some recalls on this particular
  year's make and model vehicle, and she should look into it.
  
  The store manager did contact
  the dealership to find out what was wrong with the car. So they told him the
  vehicle's problem had nothing to do with the oil change.

  Please close this case. ACE Jiffy Lube has done all they could to resolve this issue.

  Thank you,

  Alan N.

  Customer Answer

  Date: 10/07/2024

   
  
  Complaint: 22366587
  
  
  
  I am rejecting this response because:
  
  Either this Team lacks competence or they don’t believe the truth will prevail. Carlton Timeus Information is inaccurate. My vehicles last trip to Hallandale Jiffylube was May 11th at 1:41 pm where I have a screen shot of the last diagnostic they completed that includes the location thanks to Apple settings. They came to check my vehicle that has been parked in my driveway under surveillance from April until August. The car never went to an auto body shop prior to August and the reasoning for having mobile mechanics come out is so that everything could be done under surveillance :) Also note I provided a screenshot of the photo I sent to the store managers phone on April 29th which was the third time the check engine light came on after getting the oil and making two trips to the location. A contact that was added April 27th which was one of the days I brought the vehicle to Jiffy Lube after this oil service that damaged my engine! Per Jeep’s service manager he never told Jiffy Lube any such thing and the report shows that the oil is the reasoning for the engine being totaled. This seems to be an ongoing matter in the Broward area as I’ve seen a plethora of other consumers facing this issue with damages from an oil change. The fact that the technician that performed the service is also no longer with the company ( informed to me on one of my many trips back to the location) I feel the two may be connected for possible liability reasoning. Also I waited several weeks for a copy of the receipt from the store manager to state what was done to my Jeep when it wasn’t within my possession and never received it, only 1 recent text after Jeep stated the vehicle engine was totaled. Please feel free to provide call times or messages since this team doesn’t seem very credible. I’ll surely be able to verify. If Accounability isn’t taken this will simply become a legal matter and one of which I will have to share the unethical practices of Jiffy Lube. 
  
  
  
  Shaniece Miller

  Business Response

  Date: 10/08/2024

  Carlton response...

  We’re not denying the
  vehicle's issue. It has a problem but nothing to do with the oil change.
  
  The dealership did not say
  that Jiffy Lube caused the issue due to an oil change. The dealership noted,
   “The parts stated above are needed due to the following: Lack of
  LUBRICATION INTERNAL TO THE MOTOR. METAL DEBRIS FOUND IN OIL.”
  
  Based on that note, Jiffy
  Lube couldn’t be responsible for engine damage caused by a lack of lubrication
  because the car had oil in it the entire time.
  
  To resolve this issue, we’ll
  send out a third-party inspector to inspect the vehicle and wait for the
  result.
  Please provide the Jeep
  dealership address, telephone number, and service advisor's name.
  
  Thanks
  Carlton

• Initial Complaint

  Date:09/27/2024

  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.

  Hello BBB, 

  
  

  I was told a refund was issued but I have yet to see this reflected on the credit card. I spoke to Jiffy Lube the day I filed my complaint with you guys .. I can't recall but I am sure you can see what date I opened a ticket with you. So, on that date is when I spoke to the manager last at the ************ location and he said a refund has been issued to the card used for payment of service, approved by corporate, but this was clearly false. It would have been deposited back on the card by now and it has not. Please continue to do what you can! This is so terrible. 

  
  

  Thank you - ******* ****

  Customer Answer

  Date: 09/27/2024

  May 14th 2024 Went to Jiffy Lube on ****************** in *********************** for an Oil change they stated I needed multiple other services including a coolant flush.. paid over $400 dollars total.Couple weeks later I went down there because ever since the coolant flush my engine was overheating at idle they checked it out his name was *** and he was the manager at the time he said that I had a lot of air in my tubes and hopefully that fixes the issue... Couple weeks later, Now July 2024 I came back because it did not remedy the issue very long and we noticed that my fan was not working they were concerned that maybe THEY, jiffy Lube, had damaged wiring or had done something to cause the fan to not work.. a code did come up when they checked it but it did not give them a specific reason of what was going on since they are not a mechanic shop they told me to go to ******* and they would refund me for all my issues. I have contacted Jiffy Lube in ********* 7 times and spoken to ******, the new manager *** is no longer working there. I've been told each time I would hear from someone. I've heard not one word. I filed a complaint online and received an email I would hear from them within 3 days or 72 hours. I heard nothing! I've called and called and have gotten nothing. I'm done. I need help.

  Business Response

  Date: 10/10/2024

  I just left a VM for Ms. ***** I will be issuing a refund back to her. I just need her to call me back and confirm her mailing address before a check is mailed out.

  This case can be closed.

  Thank you,

  **** *.

• Initial Complaint

  Date:09/07/2024

  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.

  Got a oil change on the 21st of August. I was told my back Brakes are low and my front brakes need to change. He also said that I needed to change the In cabin Ac filter. He came to me with a list of recommendation said that I can use the easy pay and pay on a payment plan. So I said that's a great I deal but he said I would need to qualify. So I tried to see if I qualify and I did but I still didnt want to do everything. So my front tires were a little wabbaly and I said the back brakes can change and the ac need coolant and the in cabin filter can change. He offered free wipers, and to clean my lights. The oil change was already completed. So I was told that they can check out the car by driving it and see what it needs and call me to let me know cause he offered to drive me home advising it would take 3hrs. I was also told again by **** after he asked me what was I getting done and I said we'll I don't know I told him a few things but he said he will call me. **** confirmed before dropping me home that ****** would call me before the started the work on my vehicle to confirm. That gave me a little relief cause I can consult my other half in the mean time. Now I'm waiting for the call I get super busy closed to 2hrs later **** calls and says my car is ready and I advised in the car I didn't get a call so I asked what they did he advised they did the transmission all 4 routes and brakes and all other extra charged I was charged for. I almost died. The avoided me the whole time I was there and left me to find out that if I don't pay the loan in 3 months that I would have to pay over ********************************************* And I over heard them talking about how many people have a hard time signing the paperwork which I thought I completed before I left. I'm not sure if they knew I could hear them but I felt scammed. I don't trust anything they have done to my vehicle. They charge things i didn't ask for. No one called me I checked my call log several times.

  Business Response

  Date: 09/10/2024

  I spoke with ******* *. (Market Manager - Broward County) and asked him to investigate this complaint...this is his response:

  ****, the customer was well aware of the ********************** that would be performed on the vehicle. I observed the service advisor and the customer on cameras as he was conversing with the customer, and she signed the estimate to get the repairs performed. She told the service advisor that her husband/boyfriend Was going to be upset because she was doing the work, and then she said oh well, they need to be done anyway. She was approved for easy pay, which she signed and paid with. The issue is likely that her significant other may be giving her a hard time; who knows? Anyhow, everything was done correctly by the service advisor.
  
  See the attached receipts and estimates.
  
  Thanks
  CT

  Customer Answer

  Date: 09/11/2024

   
  Complaint: 22253968
  
  I am rejecting this response because: I was showed a quote for router and brakes and ac filter are the inly thinfmg he explained to me on the paperwork nothing about tge transmission. I was told I had to sign before I leave so they could looking in to my vehicle. Due to the fact he said it was going to take 3hrs and they were dropping me home. They needed the signature as he advised before I left. Before I signed I asked him if I sign this will I get a call to let me know what is needed to be done. So I can make a final decision, I was advised twice yes we will call you. I signed a paper that he wrote my number on. I never got a call, I even was advised by **** who dropped me home that they would call me to let me know before they started working on the car. There was a promise that was made three times that never happened.  That's not good service. 
  
  Sincerely,
  
  ******** *********

  Business Response

  Date: 09/11/2024

  As per ******* *., he is standing by his original email response. With a signed estimate, the customer acknowledges the work to be performed.

  Thank you,

  **** N

  Customer Answer

  Date: 09/12/2024

  I was told I was getting new parts on my car I paid for parts that didn't need to be change. Most things they did to my car could have waited but these routes are not new they are rusted. They are squeezing the breaks are squeezing and the right front Passager tire is shaking.  So I paid for used part to be put on my car. Did they watch the video of them performing the work on my car. No one called me as promised before touching my vehicle. No I have rusted routers on a car I only had for less than a year now. The car wasn't that bad if it was why would they sell it to me. I told him if I didn't have to do it all then that's good to let me know what I need done. They said okay we will call you, before I signed the paper he advised he would call me before doing the work to let me know what they see is wrong after **** drives it. No one called me. I got no phone call, they took my car started working on what they wanted to do. Not what I asked for them to do. That's fraud. This matter for me won't be resolved because my car is not driving well. So it's a lost for me.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22253968
  
  I am rejecting this response because:I've been scammed. What they said and what they did were not the same thing. They said they would call me even after I signed because they needed me to sign before they could look into my vehicle and I wasn't going to be there for the 3hrs. I asked him to look at the vehicle while I was there he recommended I leave the vehicle while they look at it and said he will drop me home and call me to let me know what all they find wrong. If I could have sight after the fact then I would have. But besides that they put old ***** parts on my car. The parts they gave to me were not new as he said they have new parts. Not everything was bad on my car. As tou see in the photo the yellow card on the front breaks show that they didn't need to change. If he called me to tell me this before touching my car I would have said okay let save that then for another loan cause the price was too high he said it will go down after the adjustments. But I didn't get any adjustments on the offer cause they never kept me informed as promised before I felt. Cause if that had been the case then I would have stay and waited. If they weren't going to call I could have stayed and waited. 
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  Date:09/05/2024

  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.

  On July 9, 2024 I went to Jiffy Lube # **** for an oil change. I had a pleasant experience although a bit overwhelmed by the number of people working on my car. On August 31, I was on vacation and noticed an oil puddle under my car. My driveway at home doesn't allow me to see oil puddling. My husband took my car to a local oil change spot who said my oil was dangerously low because the filter wasn't screwed in tight enough. I have not had an oil change done on this car prior to taking to Jiffy Lube. Employees also never mentioned my oil being low which is even more proof that this leaking was not happening prior to this oil change. I submitted a complaint on Jiffy Lube's website and was told they were independently operated and my message would be sent to their location. The location still has not contacted me to discuss this reckless service.

  Business Response

  Date: 09/23/2024

  I spoke with ******* *. (Market Mgr.) and this is his response:

  Good morning, ****,
  
  The store manager explained the situation to the customer and demonstrated that the oil leak had nothing to do with the oil change service that the store performed on the vehicle. The customer understood that and didnt see how it could have leaked from the oil filter cap when there was no crack on the cap, as the other shop told them.However, the customer continued to argue that the other auto shop had said it was leaking from there and was sticking with it because of trust.  
  
  The customer requested $181.12 when she only paid $111.13 with the *******.
  
  Heres the breakdown.
  Signature service ************* change $109.99.
  Additional 2 quarts of synthetic oil 29.98.
  Disposal fee: $9.97.
  Oil System cleaning: $19.99.
  Engine Air Filter: 39.99
  
  Total gross sales: $209.92.
  Groupon code -$40.00
  Total net sales: $169.92 before tax. With tax, it came up to $181.12
  After adding the Groupon voucher code, the total totaled $111.13. Thats how much the customer paid for ********************.
  
  Although were not liable for damaged oil filter housing cap issues, as she stated, well refund the customer for the oil change and oil system cleaning as a gesture of goodwill. Which includes the additional 2 quarts of oil for $29.98, the disposal fee of $9.97,the oil system cleaner for $19.99, and the tax for $11.20, totaling $71.14.
  
  We will refund the customer $71.14 for ******************** related to the oil change.
  
  Thank you.
  Carlton

• Initial Complaint

  Date:08/26/2024

  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.

  Went to Jiffy Lube for a simple oil change, everything seem fine. They had even spoken to me about a couple of pieces in my oil area of my car that eventually down the line I should look into changing so they went ahead and filled my tires up and did everything else as usual and I left as I go about my business and get on the highway to go visit a sick family member that Im taking care of the car dies in the middle of the highway. I have to wait over 90 minutes for Tow Truck to get here to take me back to the Jiffy Lube in *************** where I was getting the service done. I take the car in And they fiddle around with it for about 4 1/2 hours. Tell me they still dont know whats going on and Im gonna have to refer to another mechanics but thats gonna take anywhere between five days to a week. They admit it. It was their fault but they dont know what they did so now Im home with no car. I cant go to work without my car. I cant visit my sick family member without a car and Im stuck at the mercy of Jiffy Lube until they figure out whats wrong with my car. a car that has never had an issue since I purchased it in 2015 it has never been into a mechanics since going to Jiffy Lube now has to go through various mechanics to find out whats going through. They offer me no compensation they offer me nothing. They just told me it would be five days to a week before they could figure out what was going on and they would have to keep the car.

  Business Response

  Date: 08/26/2024

  We have offered to replace the engine (with less miles) or issue a check to ************** in the amount of $7300.00 and he could tow it to Jeep to have the work done there. We also offered to get him a rental car ($35.00/day). He has refused all of these solutions. There is nothing more that we can offer.

  Thank you,

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

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 22188518
  
  I am rejecting this response because:

  First off, I did decline to have a used engine placed that I have no knowledge of its condition or why it was pulled out of another vehicle or weather it was a refurb. If I cant trust them for an oil change Im sure not as h*** going to take a used engine. Plus they were offering only 1 year warranty. All of it is sketchy which does not surprise me from this location. Second, I asked them to at least tow the vehicle to jeep and they refused. I did not take the check they were pushing because they refused to tell me how they even got to that amount of 7k. They wanted me to take the check and sign off so that they could not be held liable. Today when I went to retrieve my car with a tow provided by my insurance I was told by the employee that a tow was already ordered to take my car to that chop shop to begin work on my car. I NEVER AUTHORIZED ANY WORK TO BE DONE. Had I not arrived they probably would have taken my car without even getting permission from me. ***** knew I did NOT want them near my vehicle and KNEW I would be retrieving the car this morning 8/26/24. I also spoke to another employee who was there the day of the incident and I asked if there was anything he could tell me about what they had done to kill my engine. He stated he saw how it was being handled and was not comfortable with the way the repair was going with the car. He knew they had done something wrong with the oil filter housing unit. So I towed my car to the jeep dealership for a thorough inspection to see exactly what damage they caused and next steps. My auto insurance will also be there for inspections. ***** just wanted this to go away quickly since he himself admitted fault. My car will now face a massive diminished value if I were ever to sell my car. Jeeps are know for retaining their value and now I have lost even more money due to the terrible job at Jiffy Lube. ***** was the only contact since you are forbidden to speak to any district manager or above.  Their complaint department is overseas and they as well will not give info on senior leadership. So I will not accept anything that ***** has offered. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/27/2024

  We arrived at $7300.00 due to the fact that an engine replacement would be that cost. Since ************** was not happy with that, we offered him a check for that amount and he could have the engine replaced. The warranty on a replacement engine is one (1) year. At no time did anyone tell him that his vehicle would be towed to a chop shop.

  Our offer of $7300.00 still stands.

  Thank you,

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

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22188518
  
  I am rejecting this response because:
  At this point Im having others handling this issue on my behalf. I expect a full refund for the botched oil change that destroyed my engine and placed me at great danger. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/18/2024

  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.

  Today 08/18/2024 at exactly 3:30pm. After waiting for about 2/3 mins behind another vehicle *** came to my vehicle and told me they werent going to be able to service me for a oil change because they closed at 4:00pm unless I really needed it!.. I told him if I didnt need it I wouldnt be there he then proceeded to say oh we might not have a filter for your car anyway instead of him going to check I just told him I usually go to Jiffy Lube on Northlake to have my oil changes done. And Ill just go there tomorrow But it was the unprofessionalism of him turning a customer away when an oil change only takes about 15/20 minutes and I had already been sitting there.

  Business Response

  Date: 08/19/2024

  I spoke with ************ (market Manager) and asked him to look into this issue...his comments:

  "****,
  
  Please see comments below from my Store Manager on this case.
  
  **** and I reviewed video.  This team serviced vehicles all the way up to and past 4 pm.
  
  We did see the car come on lot and *** greeting every car out back.  All the cars stayed and were serviced other than this guest.
  
  I dont think he intentionally turned the car away- it sounds like the guest didnt want to wait to verify filter etc.
  
  Any other questions let me know.  Thank you,

  **** J"

  Thank you,

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

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22160597
  
  I am rejecting this response because: thats definitely not true I was in a grey 2023 *** K5 he turned me around I even backed up and got his name if you have cameras you would have seen that. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 08/20/2024

  I just left Jiffy lube speaking with the store manager as well as the assistant store managed ***, regarding the response that came from the store. I must say after speaking with both parties they were apologetic and we all came to the conclusion that there was a misunderstanding on both ends Sunday afternoon. The situation has been resolved and I want to thank both parties for handling the situation in a professional manner. 

  Business Response

  Date: 08/23/2024

  ACE Jiffy Lube is standing by their statement.

  Thank you,

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

• Initial Complaint

  Date:07/24/2024

  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.

  During air filter removal a non experienced girl 17 years old failed to remove half of air cleaner snaps causing air intake to break. Total inxperence plenty of strong no knowledge. Car ran fine before serving then after would not go 2 miles had to walk last 2 blocks didn't make it. Call for help please and told I was not there problem I almost had major problems and begged for help but refused. A passer by picked me up and I recovered my car Monday. car still broke I'm 75 bullied by children and adults who only worry about there jobs and a few $$.

  Business Response

  Date: 07/24/2024

  I just spoke with *******************. ******************** issue occurred at a Jiffy Lube in *********** 

  The BBB has sent this complaint to the wrong Jiffy Lube Franchise.

  Thank you,

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

• Initial Complaint

  Date:07/23/2024

  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.

  22 July2024, I had change the engine oil and engine filter, after it done I drove out from the shop just 5mins past, the engine light show up, and heard the noise from the engine that was never happen with my car before, I drove the car back to the shop they refuse the responsibility, just reset the code for me but the problem still there, noise still there the code said there is the problem with camshaft and timing belt I believe that it happen when after they fill up the engine oil. The staff told me to start the engine and push gas right away before the oil fill all the engine, but they refuse all the fault. This is the big problem my car broke down. Cannot run my car is ******** slk350 year2009. The service price is only226.59 but for fixing the car to come back to run is much more than that

  Business Response

  Date: 07/24/2024

  After speaking with both the store manager and the Market Manager for *****************, it is apparent that the issues that Mr. ******* is having has nothing to do with a simple oil change. On 7/22/2024, he brought his 2009 ******** **** with ******* to our location for an oil change. He came in and requested that we use our EXP Engine Treatment along with the oil change. After the service was completed, he left. A few minutes later he came back complaining of a noise. ***** (SM) took a ride with him and did hear a minor noise. ***** then did a second oil change just to show him what we had done. ***** also proceeded to use an OBD sensor and check for any computer errors. A timing belt and camshaft errors appeared. Both of these errors have absolutely nothing to do with an oil change. This vehicle has ******* miles on it and this is just normal wear and tear.

  Thank you,

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