Jiffy Lube-Lucor

Review: WENT TO JIFFY LUBE FOR OIL CHANGE/ TIRE ROTATION PACKAGE ON 4/11/2015. 05/8/2015 AS I WAS LEAVING FROM WORK MY CAR ([redacted])MADE A LOUD THUMP AND BROKE DOWN ON 295 . I CALLED MY INSURANCE TO HAVE MY CAR TOWED BECAUSE IT WOULDNT START UP. ON SUNDAY MOTHERS DAY 05/10/15. MY DAD CHECKED MY ENGINE OIL , THE DIPSTICK WAS BONE DRY WE THEN CONTACTED JIFFY LUBE SPOKE WITH ASSISTANT MANAGER (NEIL KENNY) WHO TOLD MY DAD TO DRIVE THE CAR TO JIFFY LUBE WHICH IS ABOUT 5MINS FOM MY HOUSE. MY DAD GOT THE CAR STARTED AND DROVE IT TO JIFFY LUBE . ONCE WE GOT TO JIFFY LUBE , THE ASSISTANT MANAGER CAME OUT TO MEET US. ONCE HE CAME OUT HE LIFTED THE HOOD AND SAID I SEE THE ISSUE THEY FORGOT TO CHANGE YOUR OIL FILTER, I WOULDNT BE SUPRISED IF THE FORGOT TO ADD THE OIL. JIFFY LUBE MANAGED TO GET MY CAR IN THE BAY TO PERFORM ANOTHER OIL CHANGE. Jiffy lube instructed me to leave the car their so District manager [redacted] could inspect it Monday 05/11/15. On 5/11/15. I got call from [redacted] (jiffy Lube Corporate )he told me it was my fault. my rear and fron seals where leaking which caused me to lose oil. Ryan was really mean I explained ive never had issues with my truck and now it wont start after the District manager looked at it. He said the same way you got your car here is the way you need to get it to a mechanic to get checked. Ryan was really rude. 5/12/15. I got my car towed to a Mechanic shop who performed a full check. he stated my seals where not leaking at all. Now I have proof and jiffy lube is still not helping me.Desired Settlement: please help I just need my car engine replaced. I HAVE EVERYTHING RECORDED AND DOCUMENTED

Business

Response:

May 21, 2015Via Internet Revdex.com Serving Central VirginiaAttn: [redacted] Re: [redacted] Complaint #[redacted] Dear Ms. [redacted]: Thank you for contacting our office regarding Ms. [redacted]’scomplaint on her 19[redacted]. I apologize for the delay in responding toyour office. Ms. [redacted] went to our Jiffy Lube at 1107 [redacted] inRichmond, VA on April 11, 2015 with her [redacted] with 160,733 miles foran oil change. It was notated on her Jiffy Lube invoice the vehicle had an oilleak prior to service. Also, on two of the past three previous services an oilleak was notated on her invoice. In the statement to our office, she said shewas driving on May 8th when she started experiencing problems. I personally spoke with Ms. [redacted] on May 11th andafter several additional conversations the vehicle was towed by Ms. [redacted] to[redacted]. At the time of the engine problem, thevehicle had 163,334 miles on it. I spoke with her mechanic on May 14thto determine his diagnosis. He did say the engine was damaged and verifiedthere was an oil leak on her engine. He could not determine what caused theinternal engine damage without tearing the engine down. After speaking with hermechanic, I told Ms. [redacted] the engine would have to be torn down on herLexus in order to fully investigate what caused the damage. At that point inthe investigation, our company would send out a third-party mechanicalinspector to verify the cause of engine failure. There is no way to verifyinternal engine damage without having the engine torn-down. We have not had anyfurther correspondence on this claim since the conversation on May 14th. At this point in the investigation, no engine tear-down hasbeen performed to verify internal engine damage. This would have to be verifiedin order to further investigate the damage to Ms. [redacted]’s [redacted]. Ourcompany cannot take responsibility if we do not know how the Jiffy Lube servicecaused the damage. If she wishes to further proceed with the claim, please haveMs. [redacted] call our office once the engine has been torn down so we can ordera mechanical inspection. Thank you again for contacting us and if you have any questionsplease feel free to contact me at [redacted]. Best Regards, [redacted] Customer Service Manager

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Recorded conversation of stores assistant manager ,stating its jiffy lubes problem. Long recorded conversation of managers agreeing with me it was jiffy lubes fault.Manager of store stating car front and rear seals blew out cause no oil ,mechanics stated that was not the issue .. Recorded conversation of managers ** and **

Regards,

Review: On July 19, 2015, I took my [redacted] Crew Cab to get an oil change at the Jiffy Lube. Before getting there I purchased a [redacted]. My [redacted] included: 1. Jiffy Lube Signature Service oil change (a $45.99 value), 2. Tire rotation (a $19.99 value), & 3. Rain-X glass treatment (a $9.99 value). The [redacted] cost $38.00. I explained to the service center that I had bought the [redacted] and the gentleman took my information down into the computer. He went over the wear of my tires and explained that they were not worn and that they didn't need to be rotated, to which I said they did need to be rotated. They mechanic (woman) also explained to me that their hydraulic lift wouldn't support my truck and that it only supported 6,000 lbs. My truck weighs approximately 4,500 lbs. I didn't put up a fight about it and left the service center while they performed the service with no tire rotation. After coming back an hour later, my truck was waiting in the parking lot ready to go. I received a bill for $122.17 (see attached), where the tire rotation was added for $19.99. They discounted the [redacted] that I had already purchased for $37.97. They did not discount the included cost of 5 quarts "Conventional Oil," which is included in the Jiffy Lube Signature Service Oil Change. They charged me $16.20 for the [redacted] and $28.00 for the [redacted] Synthetic Blend Oil?Desired Settlement: A simple search on [redacted] (accross the street from Jiffy Lube) shows a cost of $15.97 for 5 quarts [redacted] 5W-20 Synthetic Blend. Lets say I buy 10 for a total of $31.94 to be fair. True cost of service should have been the Signature Service = $47.99 (labor) and the $31.94 for the motor oil, minus $37.97 [redacted] that I had initially paid for. Total of $41.96. I was charged 88.03. I would like the difference back = $46.07. I will not be visiting Jiffy Lube again for business.

Business

Response:

July20, 2015 Via Internet Better BusinessBureauAttn: ComplaintDepartment Re: Charles[redacted] - #10721820 DearComplaint Department: Thank you forcontacting us in regards to Mr. [redacted]’ complaint. Iwould like to take this time to thank Mr. [redacted] for being a valued Jiffy Lubecustomer and for making us aware of the service issues concerning his recentvisit to our store. Onbehalf of everyone at Jiffy Lube, I apologize that he was not completelysatisfied with his service. We service over 50,000 vehicles nationwide on aweekly basis and strive to give every customer the quality service they expectand deserve. We regret that Mr. [redacted]’service experience did not meet this standard. We will forward his informationto our Director of Operations so we can prevent these types of issue fromhappening. During the service Mr. [redacted] was offered a free tire rotation to beused during a future service. Also, I personally offered him a gift card thatcould be used towards a future tire rotation at Jiffy Lube. Mr. [redacted] refusedboth offers. During our conversation today, I explained the pricing of theservice on his [redacted]. If he has any further questions, please have himcontact me directly. Thank youagain for contacting us and if you have any questions please feel free tocontact me at [redacted] Sincerely, [redacted] Customer ServiceManager

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The [redacted] I bought was the following: $38 for an Oil-Change Package (Up to $75.97 Total Value)Jiffy Lube Signature Service oil change (a $45.99 value)Tire rotation (a $19.99 value)Rain-X glass treatment (a $9.99 value)I paid $38.00 for the [redacted] and $50.03 (on top of the $38.00 for a total of $88.03) in miscellaneous other charges (see attachment in first complaint for invoice), including the $19.99 for a tire rotation that was already paid for in the [redacted] Package. The only charge on top of the $38.00 that should have been added was the extra fee for synthetic oil, which does not come out to be $50.03 by my calculations. I would like my original asking of $46.07 refunded as soon as possible. I will not be returning to Jiffy Lube for any future service, including a tire rotation service. Please reference the first communication to Revdex.com for the attached PDF for the cost breakdown.