Jiffy Lube #129

The first thing I have to mention is that [redacted] is a great salesman! He is the ONLY reason Mitchell Buick GMC is receiving 2 stars. The service department and sales department were great and the problems at this dealership stem from management.

Management is quick on promises and even quicker to blame everyone on their staff for any issues encountered. [redacted] in particular is very arrogant and needs to learn that customer satisfaction is the most important way to guarantee repetitive business.

When trying to finalize the deal, management tried to add fees that were already negotiated before we stepped into the finance office. These "negotiations" were blamed on the sales staff (who wasn't present the day of signing paperwork) when we confronted [redacted] about them and eventually he agreed. Keep in mind the sales staff cannot make any decisions or commitments without management's approval.

Immediately after we left the dealership, we noticed a minor maintenance issue and were advised by the sales staff to bring the vehicle back in the first 10 days. This led to another issue which involved management only fixing half of the issue and then insisting we pay for it. All of this was of course relayed via the service staff who needed management approval to continue the work. When we went into the dealership and spoke with [redacted] again face-to-face, he continued to blame the problems on the staff and agreed to order a new part and would have the vehicle ready in a few days. To my surprise, the vehicle was ready the next day and was due to them miraculously finding a replacement part on the lot and ready to go (the replacement part came from another used vehicle, so the part is definitely not new as promised).

Bottom line is this dealership is quick to make promises and severely lacks on follow through. My recommendation is to scout the area and work with a dealership more inclined to ensure customer satisfaction rather than a quick buck. In the end, you are the one that has to walk away satisfied and happy with your decision and I will never refer any business to this dealership.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:November 13, 2014Dear [redacted]:Following is my response to Ms. Dora M[redacted]'s response as the owner of Jiffy Lube #[redacted], dated November 5, 2014.| reject Jiffy Lube's contention that they are not at fault in this case. The fact that I cannot even read the warranty information they provided notwithstanding, Maryland State Law maintains consumer protections in the form of both an implied warranty of merchantability, and an implied warranty of fitness for a particular purpose. It is under these State Laws that I am seeking financial relief and compensation for the repair/replacement of my transmission that they ruined.
Regarding Jiffy Lube's statements about the type of transmission fluid used, those statements are both inconsistent and incorrect.The inconsistency stems from the fact that on my original Jiffy Lube Service History Report #[redacted], dated 5/28/2014 (attached), Jiffy Lube stated in writing that they used [redacted] 4 transmission fluid in my vehicle, and then, in their November th response to you, stated that they used [redacted] transmission fluid in my vehicle. [redacted] 4 and [redacted] are two DIFFERENT fluids, and not interchangeable. (And neither of these fluids is recommended for use in my vehicle -- see attached [redacted] Parts and Service Bulletin dated November 20, 2009 (the “Bulletin”).
Jiffy Lube's Electronic Service Manual (the “ESM”) OEM specification for my vehicle is incorrect. According to their statements, their ESM, specifies [redacted] fluid for my 2008 [redacted] transmission fluid is to be used ONLY in [redacted] Hybrid vehicles, which have a special eCVT transaxle (see attached Bulletin). My vehicle is not a hybrid. The OEM specification for my 2008 [redacted] 2.5S 4-door sedan, with a CVT transmission is stated on the attached Bulletin as well as on page 9-2 of my owner's manual (also attached). Both sources clearly state that [redacted] CVT Fluid NS-2 is the ONLY fluid that can be used in my vehicle. [redacted] fluid – or any similar product produced by Warren Oil Company/Coastal is not fit for use in my car.Further, the Warren Oil Company “evidence” they gave me on October 11, 2014, and that's attached to their response, is an egregious example of “smoke and mirrors”. That document simply states that Warren Oil Company makes oils that can be used in those various applications — not to which particular model years or vehicles those applications apply. Generic statements about these “multipurpose motor oils are misleading. In fact, the attached Warren Oil/Coastal Product Data Sheet contradicts Jiffy Lube's “evidence”, and PROVES that the oil Jiffy Lube claims to have used in my vehicle IS NOT fit for use in CVT transmissions. (See highlighted Warren Oil/Coastal Product Data Sheets attached).
Finally, since Mr. J[redacted] brought up the fact that I returned to Jiffy Lube #[redacted] the following day, I'd like to explain this further. His claim that there were no issues of engine malfunction at that time is not true. The ONLY reason I brought my car back to Jiffy Lube that day, was because my car broke down that morning. On the morning following my May 28" services at Jiffy Lube, and while driving to work, my car began sputtering and shut itself off. The car was completely disabled. I was forced to call a tow truck and TOW my car back to Jiffy Lube. Mr. J[redacted] writes as if I voluntarily came back to Jiffy Lube, which is not the case – I was forced to return, due to my car being disabled. When I arrived at Jiffy Lube #[redacted] that morning, a mechanic looked at my car, and made some unknown repairs, and the car started back up. It seemed to run fine until the September 12" incident.
When I visited the store the last time on October 11, 2014, I showed Mr. Justin J[redacted] my owner's manual which clearly called for [redacted] NS-2 fluid. He stated that his "system”, the ESM, stated that the [redacted] fluid was the correct fluid for my vehicle (contrary to my owner's manual), and that the fluids were essentially the same, and could be used in place of one another. According to [redacted], the two fluids are vastly different in composition and are NOT interchangeable. I showed Mr. J[redacted] the Material Safety Data Sheet for the [redacted] NS-2 fluid, and asked him to produce a similar sheet for the fluid they used in my vehicle. He thumbed through a book for a few minutes, but was unable to produce the MSDS sheet for the product they used (and continue to sell.)On May 28, 2014, I came into Jiffy Lube for an oil change only. After asking for the oil change, Jiffy Lube then recommended that I have both transmission and engine coolant services performed at that time. was under the impression that Jiffy Lube would recommend and use only services and fluids that were appropriate and fit for use in my particular vehicle. Clearly, by their own admission, this was not the case. Jiffy Lube stated that the OEM specification for my vehicle is [redacted] fluid. According to EVERY online source I've researched as well as the attached Bulletin, I challenge Jiffy Lube or the Revdex.com to show me where (other than their clearly flawed Electronic Service Manual), that [redacted] fluid is acceptable/fit for use in a 2008 [redacted] (non-Hybrid) CVT transmission.
In selling me this transmission service, Jiffy Lube made a basic promise that the goods sold and the services performed would do no harm, and would do what they were supposed to do, and that there is nothing significantly wrong with them. Maryland law says that merchants make this promise automatically every time they sell a product or perform a service they are in business to sell or provide.Therefore, again, I reject Jiffy Lube's assertion that they are not at fault in this case. They clearly put the wrong fluid in my car, leading to the damaged transmission. AS to the time it took for my car to malfunction, it's entirely reasonable that it may take a few months for the wrong fluid viscosity, coefficient of friction, density, or chemical makeup to take such an effect.
Sincerely
[redacted]

November 5, 2014
[redacted], d/b/a/Jiffy Lube #[redacted] denies all claims alleged. The proper transmission fluid was used when the 2008 [redacted] was serviced on May 28, 2014. The time lapse between service date and alleged engine issues surpasses the warranty period of three months...

or 3,000 miles. There are a lot of things that could have intervened during that time.[redacted]'s 2008 [redacted] was serviced on May 28, 2014, when his mileage was 78,874. It is alleged that on September 11, 2014, the engine started to malfunction. Between the date of service, and the alleged malfunction of the engine, 106 days lapsed. When [redacted] brought his vehicle back to the store on May 29, 2014, while it was still under service warranty, there were no issues of the engine malfunctions or the check engine light illuminating.
Our store warranty provides in part: “The Service Center warrants that those services and products be free from defects in materials or workmanship for either three months or 3,000 miles of use, whichever comes first measured from the date of services or mileage shown on the original invoice. This warranty is conditioned on the vehicle receiving reasonable and necessary maintenance during the warranty period.” (See Limited Warranty Certificate).106 days is outside of the scope of our warranty, and a considerable amount of time to have lapsed.
In addition, the fluid used during the service fits appropriate standards and specifications. According to the Jiffy Lube Electronic Service Manual (“ESM”), a 2008 [redacted] automatic transmission lubricant is [redacted]. (See Attached [redacted] Oil Company, Hinc. Automatic Transmission Fuel Injected (ATF) Product Applications)
On October 11, 2014, [redacted] visited the store and spoke with Justin J[redacted], the store manager about the claim. Justin J[redacted] pulled up the ESM fluid specification for [redacted]’s car and compared it with the specifications for the transmission fluid we have at the store, and the specifications were the same. The fluid that we have can be used in place of the [redacted] fluid. Justin gave [redacted] a copy of the sheet, and also opened a bottle of transmission fluid so he could see it was red in color.
Therefore, [redacted], d/b/a Jiffy Lube #[redacted] denies all claims alleged. The proper transmission fluid was used when the 2008 [redacted] was serviced on May 28, 2014. The time lapse between service date and alleged engine issues surpasses the warranty period ofthree months or 3,000 miles.

Review: On May 28, 2014, I took my car into Jiffy Lube #[redacted] at [redacted], MD [redacted]. I had an oil change, transmission service (flush and re-fill); and an engine coolant service performed that day. The day after, on May 29, 2014, my car abruptly stopped. I opened the hood and saw that my radiator hose was not connected. The same day, I took my car back to Jiffy Lube #[redacted] where they reconnected and properly clamped the radiator hose.

The problem I'm having now is that on Thursday, September 11, 2014, while driving on the highway, I noticed a high pitched whining noise coming from my engine, and a few minutes later, the Check Engine Light came on. I pulled off the highway as soon as possible and drove to the nearest [redacted] dealership. (My car is a 2008 [redacted]). The [redacted] mechanic looked at the problem and noted on their inspection sheet that my transmission needed to be replaced due to having the wrong transmission fluid in my car. (My car has a CVT transmission and requires CVT transmission fluid.) The service adviser stated that they could immediately tell the wrong fluid was in the car since the CVT fluid is greenish in color, but the fluid in my car was reddish in color.Desired Settlement: I need to have my transmission replaced solely due to Jiffy Lube's negligent action. My car only has approximately 82,640 miles and the transmission should not go out due to normal wear and tear. Also, the [redacted] mechanic stated that the wrong fluid in the car had the effect of slowly burning out the CVT transmission. The estimate from the [redacted] dealer for a replacement transmission is $3,549.19 installed.

Business

Response:

November 5, 2014[redacted], d/b/a/Jiffy Lube #[redacted] denies all claims alleged. The proper transmission fluid was used when the 2008 [redacted] was serviced on May 28, 2014. The time lapse between service date and alleged engine issues surpasses the warranty period of three months or 3,000 miles. There are a lot of things that could have intervened during that time.[redacted]'s 2008 [redacted] was serviced on May 28, 2014, when his mileage was 78,874. It is alleged that on September 11, 2014, the engine started to malfunction. Between the date of service, and the alleged malfunction of the engine, 106 days lapsed. When [redacted] brought his vehicle back to the store on May 29, 2014, while it was still under service warranty, there were no issues of the engine malfunctions or the check engine light illuminating.Our store warranty provides in part: “The Service Center warrants that those services and products be free from defects in materials or workmanship for either three months or 3,000 miles of use, whichever comes first measured from the date of services or mileage shown on the original invoice. This warranty is conditioned on the vehicle receiving reasonable and necessary maintenance during the warranty period.” (See Limited Warranty Certificate).106 days is outside of the scope of our warranty, and a considerable amount of time to have lapsed.In addition, the fluid used during the service fits appropriate standards and specifications. According to the Jiffy Lube Electronic Service Manual (“ESM”), a 2008 [redacted] automatic transmission lubricant is [redacted]. (See Attached [redacted] Oil Company, Hinc. Automatic Transmission Fuel Injected (ATF) Product Applications)On October 11, 2014, [redacted] visited the store and spoke with Justin J[redacted], the store manager about the claim. Justin J[redacted] pulled up the ESM fluid specification for [redacted]’s car and compared it with the specifications for the transmission fluid we have at the store, and the specifications were the same. The fluid that we have can be used in place of the [redacted] fluid. Justin gave [redacted] a copy of the sheet, and also opened a bottle of transmission fluid so he could see it was red in color.Therefore, [redacted], d/b/a Jiffy Lube #[redacted] denies all claims alleged. The proper transmission fluid was used when the 2008 [redacted] was serviced on May 28, 2014. The time lapse between service date and alleged engine issues surpasses the warranty period ofthree months or 3,000 miles.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

November 13, 2014Dear [redacted]:Following is my response to Ms. Dora M[redacted]'s response as the owner of Jiffy Lube #[redacted], dated November 5, 2014.| reject Jiffy Lube's contention that they are not at fault in this case. The fact that I cannot even read the warranty information they provided notwithstanding, Maryland State Law maintains consumer protections in the form of both an implied warranty of merchantability, and an implied warranty of fitness for a particular purpose. It is under these State Laws that I am seeking financial relief and compensation for the repair/replacement of my transmission that they ruined.Regarding Jiffy Lube's statements about the type of transmission fluid used, those statements are both inconsistent and incorrect.The inconsistency stems from the fact that on my original Jiffy Lube Service History Report #[redacted], dated 5/28/2014 (attached), Jiffy Lube stated in writing that they used [redacted] 4 transmission fluid in my vehicle, and then, in their November th response to you, stated that they used [redacted] transmission fluid in my vehicle. [redacted] 4 and [redacted] are two DIFFERENT fluids, and not interchangeable. (And neither of these fluids is recommended for use in my vehicle -- see attached [redacted] Parts and Service Bulletin dated November 20, 2009 (the “Bulletin”).Jiffy Lube's Electronic Service Manual (the “ESM”) OEM specification for my vehicle is incorrect. According to their statements, their ESM, specifies [redacted] fluid for my 2008 [redacted] transmission fluid is to be used ONLY in [redacted] Hybrid vehicles, which have a special eCVT transaxle (see attached Bulletin). My vehicle is not a hybrid. The OEM specification for my 2008 [redacted] 2.5S 4-door sedan, with a CVT transmission is stated on the attached Bulletin as well as on page 9-2 of my owner's manual (also attached). Both sources clearly state that [redacted] CVT Fluid NS-2 is the ONLY fluid that can be used in my vehicle. [redacted] fluid – or any similar product produced by Warren Oil Company/Coastal is not fit for use in my car.Further, the Warren Oil Company “evidence” they gave me on October 11, 2014, and that's attached to their response, is an egregious example of “smoke and mirrors”. That document simply states that Warren Oil Company makes oils that can be used in those various applications — not to which particular model years or vehicles those applications apply. Generic statements about these “multipurpose motor oils are misleading. In fact, the attached Warren Oil/Coastal Product Data Sheet contradicts Jiffy Lube's “evidence”, and PROVES that the oil Jiffy Lube claims to have used in my vehicle IS NOT fit for use in CVT transmissions. (See highlighted Warren Oil/Coastal Product Data Sheets attached).Finally, since Mr. J[redacted] brought up the fact that I returned to Jiffy Lube #[redacted] the following day, I'd like to explain this further. His claim that there were no issues of engine malfunction at that time is not true. The ONLY reason I brought my car back to Jiffy Lube that day, was because my car broke down that morning. On the morning following my May 28" services at Jiffy Lube, and while driving to work, my car began sputtering and shut itself off. The car was completely disabled. I was forced to call a tow truck and TOW my car back to Jiffy Lube. Mr. J[redacted] writes as if I voluntarily came back to Jiffy Lube, which is not the case – I was forced to return, due to my car being disabled. When I arrived at Jiffy Lube #[redacted] that morning, a mechanic looked at my car, and made some unknown repairs, and the car started back up. It seemed to run fine until the September 12" incident.When I visited the store the last time on October 11, 2014, I showed Mr. Justin J[redacted] my owner's manual which clearly called for [redacted] NS-2 fluid. He stated that his "system”, the ESM, stated that the [redacted] fluid was the correct fluid for my vehicle (contrary to my owner's manual), and that the fluids were essentially the same, and could be used in place of one another. According to [redacted], the two fluids are vastly different in composition and are NOT interchangeable. I showed Mr. J[redacted] the Material Safety Data Sheet for the [redacted] NS-2 fluid, and asked him to produce a similar sheet for the fluid they used in my vehicle. He thumbed through a book for a few minutes, but was unable to produce the MSDS sheet for the product they used (and continue to sell.)On May 28, 2014, I came into Jiffy Lube for an oil change only. After asking for the oil change, Jiffy Lube then recommended that I have both transmission and engine coolant services performed at that time. was under the impression that Jiffy Lube would recommend and use only services and fluids that were appropriate and fit for use in my particular vehicle. Clearly, by their own admission, this was not the case. Jiffy Lube stated that the OEM specification for my vehicle is [redacted] fluid. According to EVERY online source I've researched as well as the attached Bulletin, I challenge Jiffy Lube or the Revdex.com to show me where (other than their clearly flawed Electronic Service Manual), that [redacted] fluid is acceptable/fit for use in a 2008 [redacted] (non-Hybrid) CVT transmission.In selling me this transmission service, Jiffy Lube made a basic promise that the goods sold and the services performed would do no harm, and would do what they were supposed to do, and that there is nothing significantly wrong with them. Maryland law says that merchants make this promise automatically every time they sell a product or perform a service they are in business to sell or provide.Therefore, again, I reject Jiffy Lube's assertion that they are not at fault in this case. They clearly put the wrong fluid in my car, leading to the damaged transmission. AS to the time it took for my car to malfunction, it's entirely reasonable that it may take a few months for the wrong fluid viscosity, coefficient of friction, density, or chemical makeup to take such an effect.

Sincerely