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:07/07/2025

  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 July 5th, I went to Jiffy Lube in ******** for an routine oil change...I received the oil change and they also offered fuel system cleaner...They installed an air filter that I purchased myself...I left Jiffy Lube and approached a red light...As light turned green, my vehicle would not accelerate with my foot all the way down on the gas, and I was able to inch my truck off the highway, nearly out of ***** way, I could have been hit and killed...It started and shut off immediately like 6 times..It had to get towed to a repair facility....They did a diagnostic check and codes came up due the clogging of my engine and fuel system from over filling the oil and placing the fuel system cleaner in my truck incorrectly....O2 sensors codes appeared due to the minimal amount of air allowed to my engine...Jiffy Lube came and checked on it while I was stranded, and stated to me they would "pay for any repairs that would be needed if they were the ones who caused the damage"...When it was determined by the mechanic that what Jiffy Lube did wrong caused the damage to my truck, I contacted them to request payment to AAA service facility for my diagnostic check and repairs and they refused to accept responsibility for causing the damage...They stated they did nothing wrong, did everything by the book, and that they weren't responsible, meaning they won't pay for my repairs...I am highly upset and disappointed in this business and would like my payment for the eventual repairs, returned/repaid back to me....I would never, ever have anything done to my truck from this Jiffy Lube ever again.

  Business Response

  Date: 07/09/2025

  Good morning. We did perform an oil change and pour in fuel system cleaner on *** ********* vehicle on June 5. We also did install, free of charge, an air filter he purchased himself. He paid for the services and left with no issues.

  He did contact the store sometime later. And this is where our versions may differ. *** ******* went to a car wash. It wasn't until *** ******* exited the car wash that the check engine illuminated, and he began to experience issues with his vehicle. He did contact our store, and we sent out a technician to assist. We scanned the vehicle computer, and the code was for the O2 sensor. We advised *** ******* to have the car taken to a mechanic.

  I do not know what conversations transpired between the *** mechanic and *** ******** We contacted the *** technician to discuss the issue. At first, the *** technician indicated the fuel system cleaning might have clogged the fuel injectors. We advised him the ** chemical was simply poured into the gas tank, so it would be impossible for that to clog the injectors. He agreed. He then indicated the oil might be over full. We drove to the *** shop and met with the technician. Together we checked the oil, and the *** technician rescinded his comment about the oil being over full. At that point he became defensive and advised us " I never told the customer it was your fault".

  Based on everything, we concluded that nothing we did led to the issue with the O2 sensor. The vehicle left our store with no issues and the check engine light illuminated after the car wash. The *** technician confirmed everything we did was correct. We are empathetic, but not to blame. The *** bill was ******. As a goodwill gesture, I will offer to reimburse 50% of the *** bill.

  Customer Answer

  Date: 07/09/2025

  With all due respect, the car wash had absolutely nothing to do with my vehicle malfunctioning, as I have been through that same car wash dozens and dozens of times since I purchased the truck December 26, 2024, and never had a problem with my truck or had a check engine light appear...that is just ridiculous to even suggest that the car wash caused the check engine light to appear....My truck has ran quite fan since I bought it, and it wasn't until I left Jiffy Lube that it malfunctioned..Jiffy Lube indicated to me they would cover the cost of repairs if they were responsible, which they were.

  Customer Answer

  Date: 07/09/2025

   
  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,
  
  ******** *******