Business Profile

Lube Services

ACE Jiffy Lube

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

68 total complaints in the last 3 years.
27 complaints closed in the last 12 months.

If you've experienced an issue

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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:06/18/2024
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.
On Friday, June 7, I wanted to do an oil change on my car at **********, I asked for the full service and they told me it was ********************************************************************** they were going to do 540 dollars At that moment I told them that I didn't want to do anything because of the excessive price it had, The mechanics had already opened the hood of the car, taken some filters and checked the oil. I asked them to do everything in their place because I was leaving, I decided to do the oil change directly at the dealer of my car. I headed there but they left the oil cap open and the oil came out from the top and spilled all over the engine. My car overheated and they had to lower the engine to wash it. The costs were ***** dollars thanks to the negligence of these people. I need them to take responsibility for those mechanical expenses
Customer Answer
Date: 06/20/2024
The jiffy lube address is **********************************
Customer Answer
Date: 06/20/2024
The jiffy lube addres is **********************************
Customer Answer
Date: 06/20/2024
The jiffy lube address was
**********************************
Business Response
Date: 06/26/2024
The phone number on this complaint is incomplete, so I am unable to call. I have sent an email and hope to get a response as I would like to help resolve this issue. I cannot find this customers name in our system for 7/6/2024 at the store they listed.
Thanks,
************
Business Response
Date: 06/26/2024
Correction...6/7/2024
Business Response
Date: 06/26/2024
The email address listed is also incorrect. The email was kicked back to me as invalid.
Thank you,
****
Customer Answer
Date: 06/27/2024

Complaint: 21862910

I am rejecting this response because:
my phone number is **********
email is ********************
********** should have my information because I filed a formal complaint with the 800 number with case number #******** and the representative ***************** assisted me where they closed my case and I never received a call from **********, I attached the police report number. What did I ask for the event to be recorded.

Sincerely,

**** *************************************
Business Response
Date: 07/24/2024
This case can be closed. A check in the amount of $628.00 will be sent to ********************** on 7/25/2024. She signed a release form and I have processed this. I will personally send out check tomorrow.
Thank you,
************
Customer Answer
Date: 07/29/2024

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.

Sincerely,

**** *************************************
Initial Complaint
Date:06/14/2024
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.
To Whom It May ********** name is ***************************, and I recently received tire purchase and installation services from Jiffy Lube Service Center 812 (*********************************************) on 12/09/2023.During the appointment, I was not informed by the store staff that the tire being installed was not the factory-recommended size for my ****** Outback, as specified by the manufacturer. This oversight has resulted in accelerated damage to the other tire on the same axle.Given these circumstances, I am requesting a replacement for the tire that was installed in the incorrect size. Additionally, I require compensation for the purchase and installation of a new tire that meets the factory specifications.Attached to this complaint is the service history from the original appointment for your reference.Thank you for your prompt attention to this matter.Sincerely,***************************
Business Response
Date: 07/02/2024
After discussing this issue with ****************** (Market Manager) it has been brought to my attention that according the the vehicle manufacturer, we did indeed put on the correct tires. ******, (Store Manager) spoke with customer and told him that if he can show that we installed the wrong tires, that we would gladly replace them. Customer has not responded back to store.
Thank you,
****
Customer Answer
Date: 07/03/2024

Complaint: 21851134

I am rejecting this response because: so far, no one has proactively contacted me. This afternoon, on July 3rd, my friend went to their store and asked the manager about this issue. The manager said they didn't know anything about it. Therefore, I don't understand who Jiffy Lube has been in contact with and how they can express the above information.

Sincerely,

***************************
Business Response
Date: 07/24/2024
On 7/11/2024 the correct manufacturer recommended size tire was put on this vehicle. A 225 65 17 tire was installed.
Thank you,
************
Customer Answer
Date: 07/31/2024

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.

Sincerely,

***************************
Initial Complaint
Date:05/16/2024
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.
I brought my vehicle 2007 ****** solora for an oil change they didn't put my oil pan securely causing the oil to leak out slowly causing my engine to cease. I had it towed to thier buisness on 4/13/24 and still haven't heard no feedback from them other than that it has been Inspected. But yet to hear or receive any updates. My car is still in thier shop. I had made a complaint to the corporate...case #********.
Business Response
Date: 05/21/2024
Please read email that was sent to me today by ******************, ACE Market Manager for MA.

"I am just following up from our discussion that we had last week pertaining to *************** BBB complaint. This was a claim that I denied, however, I believe we had the wrong email as the guest never received it. We received the correct email and the denial letter was sent yesterday morning.

This vehicle had service in March 2024, approximately 1200 miles later, the guest reported that the engine seized due to the oil drain plug falling out while driving. In her JLI case, the guest states that they want a settlement for the value of the vehicle, which is an odd request right out of the gate to demand.I be setup a third party inspection on the vehicle. The small amount oil blowback does not match up with a vehicle that lost its oil plug while driving.Therefore we denied claim as the video also showed a text book oil change, and proper quality inspection. "
Initial Complaint
Date:04/18/2024
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.
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
Date: 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 Answer
Date: 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
Date:03/18/2024
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 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
Date: 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
Date:12/12/2023
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.
09/06/23 - 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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:10/26/2023
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 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
Date: 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
Date:10/09/2023
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 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
Date: 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
Date:09/21/2023
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 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
Date: 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
Date:08/03/2023
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 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
Date: 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,
************

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ACE Jiffy Lube is NOT a BBB Accredited Business.