Jiffy Lube

Review: A employee stole $200 from my car. I have tried reaching cooperate and the GM also the district manager but no one is willing to assist me.Desired Settlement: A check for full amount $200 and they should hire honest employees

Business

Response:

I personally spoke with Ms. [redacted] on August 10th regarding the alleged theft from her 2003 [redacted] during her Jiffy Lube service on August 2nd. During our conversation, Ms. [redacted] told me she did not file a police report at the time because she did not think of it . Our company has offered to assist the police investigation and our district manager has offered to meet the police to view the video from the service of her [redacted] . Additionally, I offered Ms [redacted] a $200.00 gift card that could be used towards future Jiffy Lube services at any location in compensation for the amount of the alleged theft . She refused the offer at that time. Please have her call me directly if she wishes to accept our offer. Thank you again for contacting us and if you have any questions please feel free to contact me at [redacted]

Review: Hi,

I brought my vehicle in for an oil filter change. Being that it's a BMW I wasn't sure about having Jiffy Lube perform the service but they asured me it would be fine.

After leaving location I have a very bad oil drain plug leak but to the oil drain plug being overnighted.

Once getting back to Washington I took my vehicle to my trusted auto repair shop they evened up having to re do the oil drain plug treads. Also Jiffy Lube said I have a transmission leak which is false. I've asked customer support about this issue and was directed to the Jiffy Lube store. I've been unsuccessful at getting my money back of the cost of the repair. Jiffy states they you a torque wrench to make sure it's tighten to factory specs which I feel is false. I have my recipe for the repair I had no choice but to have done.Desired Settlement: I would like to e-mail or mail a copy of my recipe for the work that was done to fix the oil drain plug leak.

Thank you!

Review: after oil was changed, my engine was idled up too high, my reservoir was damaged and my engine light is on now.

I went in for an oil change and they informed me that my radiator was damaged and I authorized them to fix it. Once they did that, they called me over and my engine was idled way too high and there was a hole my anti-freeze reservoir. The engine sounded worse than when I brought it in. I can take my foot off the gas pedal and it will drive for five miles going 45mph. It now sounds like it going to kill dead. They wanted me to pay an additional $100 to check it. When the technician pulled the car out he left the pan that they use to drain the oil under my car. So, I thought something else was wrong with it when I heard a noise but it was the pan. I just took my car and left. Desired Settlement: I paid $317.75 for a job not well done. I do not trust this company now because they tried to get me to pay for something that they screwed up on and they did not admit it.

Business

Response:

Initial Business Response

I have contacted the customer to resolve her complaint. we made arrangements to bring the vehicle back to Jiffy Lube to inspect and repair if needed. The customer has not shown up to the store or contacted us any further. We would be happy to inspect the customers vehicle for her at her convenience.

Customer Experience Manager

Braodbase Jiffy Lube

916-375-1155

Review: Car brought in for oil change. Jiffy Lube recommended fuel filter change and transmission flush. Result: faulty installation of filter causing fuel line leak and water in transmission. Took the car to independent mechanic (Arturo's Live Oak) who flushed the transmission twice, at a cost of $400 and water still present.

Jiffy Lube has sent a check (uncashed) refunding invoice (#[redacted] 5/13/16) and has asked for a fuel line repair estimate from Arturo's but refuses to admit any wrong doing with the transmission. Country Ford in Gridley and [redacted] both recommend replacing the transmission. Water has damaged existing transmission and is no longer reliable.Desired Settlement: Pay for repair of fuel line and replace transmission restoring vehicle to working order, as it was prior to Jiffy Lube service plus refunding $400 of transmission costs incurred by Arturo's repairs.

Business

Response:

A complaint was filed with Jiffy Lube #2353 in Yuba City, CA on 6/7/16 regarding a service performed upon customer request on 5/13/16. The customer (Gerald [redacted]) alleged that the transmission fluid used while servicing his automatic transmission in his 1998 [redacted] Explorer (187,057 miles) was contaminated with water. We immediately inspected both our bulk transmission fluid tank and transmission fluid machines for any evidence of water contamination and found none. Nor have we had any other complaints of water contamination in our transmission fluid.

Review: My name is [redacted], and I believe my mother [redacted] previously contacted you about my dealings with Jiffy Lube #1478. I am 18, so my mother told me I should contact you. Since there has been a drastic change in events concerning my car. On February 28, I was driving home to Sacramento from Stockton and my car broke down on HWY 99, I had to have it towed home. Well I had a mechanic look at my car to figure out what was wrong, They said I had no oil. I explained to him I just had an oil change at Jiffy Lube so that's not possible, He then told me my car does not appear to have had an oil change in a long time. Now I'm needing a new Engine. This is my first car, I'm a college student and its my only transportation. I'm guessing my mother might have been right about Jiffy Lube and she did try to warn me about shady machanics. But I thought since Jiffy Lube is pretty popular and they have stores everywhere that I was in good hands. But I was wrong. I'm enclosing my receipts from Jiffy Lube, my Tow receiptDesired Settlement: I want to my car replaced or to be fixed. I hope you can help me with this. My phone # to contact me and my address will be enclosed. Thank You

Business

Response:

TO date the only complaint we have received have been through the Revdex.com. We would be happy to investigate this customer complaint but would need to get further details to support a claim of a faulty oil change. Please provide Jiffy Lube with the following: 1. Mileage at time of failure 2. Current mileage 3. Current location of vehicle 4. Any records of inspection after failure from a licensed repair facility We would be happy to evaluate this claim, we simply need more information and would like to speak directly with the consumer. I, Joe Kaspari the Customer Experience Manager can be reached at ###-###-####.

AWESOME SERVICE
THOMAS HELPED ME AND HE WAS AMAZING
BEST SPOT IN TOWN AGAIN FINALLY THANKS FOR BRING THOMAS BACK. IM A CUSTOMER FOR LIFE AGAIN

Review: I took my van to Jiffy Lube Sat. morning to test and replace my battery. They told me the battery was weak and an hour later they tell me that there was no warranty. I told the guy there was a warranty and that I bought it less than a year ago. He told me he would check into it and he never did. I left and took it to the dealership and they tested the battery and charged me $65.00 to tell me that I have a bad battery and to go back to Jiffy Lube for a new battery. I called Jiffy Lube to tell the manager this and he hung up on me. JIffy lube bought the battery from autozone and autozone said that I do have a warranty and they would give me a new battery but I need to go through Jiffy Lube. How do I go through Jiffy Lube when they don't know what's going on.Desired Settlement: I want a replacement batter which won't cost Jiffy Lube a think and then I want Jiffy Lube to cover the costs from the dealership. If Jiffy Lube would have done their job in the first place. I would of had a new battery and never would have needed to go to the dealership.

My husband took his van to this shop on a busy Saturday for 2 new tires. He requested that they put the new tires on the front of the van, and the older ones on the back. We waited for over an hour for this to be done,and when he started driving away, the van started shaking. He received a call from Jiffy Lube the next day saying they forgot to put on his tire caps. He went back there on Monday to retrieve this, but the shaking was worse and he had to bring the van to a mechanic. The mechanic said this shaking was caused by the shoddy work that the men at Jiffy Lube did: they removed the front tires, replaced them with the new ones, and left the oldest ones in the back. They didn't switch out his newer tires, thus causing shaking. He called Jiffy and told them of this, and they said they located his tires that were supposed to be switched, by the garbage, and if he stopped by (a 3rd time), they'd put them back on! He opted to have his mechanic near his work put new tires on instead and fix the problem for good. We will not return to Jiffy Lube. We can't afford their mistakes, and safety is at risk too!

Review: I was refused service because I could not open my own hood because of a medical conditionDesired Settlement: I feel like not everyone can open there hood so it needs to be changed

Business

Response:

We are sorry if we did not communicate better with [redacted]. We do ask customers to pull their hood latches because many are hidden or have special tricks to be opened. When we start looking and experimenting, things sometimes happen that are not wanted. That is why this became corporate policy several years ago to ask our custoerms to pull their hood latch and has actually been reviewed by most customers as a positive thing.

That being said we will always open the persons hood if they ask us to or let us know they would prefer this.

In [redacted] case she did tell us she could not open the hood latch and we tried. Bt we also were unable to get it open and that is why we had to not service he vehicle. We are also not a garage that does automotive repairs such as this and did not want to break her vehicle. If we cannot open the hood we cannot work on the engine for obvious reasons. For this reason and this reason only, did we not service her vehicle.

We also did call [redacted] and apologized for her inconvenience and offer to try again to open her hood but found she had gone to a garage where they were able to open the hood and then did the oil change she wanted.

Review: On September 21,2013 I went in for oil change and when they were pulling my car off the lift in the middle bay at Jiffy Lube in Greensburg they tore my exhaust apart and bent it. My repair cost me $1727.58 and they denied my claim. I had no exhaust problem before pulling into Jiffy Lube. My car was inspected and emission tested and passed on May 15,2013 and I had put 3,903 miles on my car between inspection and the time I went to Jiffy Lube. I feel they should be responsible for the damage they did to my exhaust.Desired Settlement: I would like for them to pay for the damages they caused.

Review: Jiffy Lube performed periodic service which included oil and oil filter change. After about 1500 to 1800 miles driven engine locked up with major engine damage. It was found the oil filter was not properly tightened when installed and most of the oil leaked or was pushed out by oil pressure.Jiffy Lube refused to stand behind their work and cover damages to the engine.Desired Settlement: Jiffy Lube should cover repair costs to engine and rental vehicle fees.

Review: I went to this facitlity to have an oil change and tire rotation. They ended up stripping 2 lug nuts on my wheels, making the vehicle unsafe to drive, and they were unable to repair it. I took the vehicle to a nera by [redacted], as it was a Saturday, and I needed the vehicle. [redacted] siad the lug nut on one wheel was so badly stripped, they had to cut it off with a torch to make the vehicle driveable. On the following Monday, I took the vehicle back to [redacted], where I purchased it for further check and repair. They determined that the wheel was damaged to the point it was unsafe, and had to be replaced. This all cost me about $750, from the tire rotation that Jiffy Lube did. I had no choice as I needed the vehicle, and I needed it safe. This was processed through Jiffy Lube's Customer Service System, who would only pay $200 of the entire cost, saying they weren't responsible for [redacted] having to cut the wheel lugs off, even though they were the root cause of all of this, and YES, they are responsible.Desired Settlement: I want Jiffy Lube to pay for ALL of the damages that resulted from their incompetence.

Business

Response:

Thank you for contacting us in regards to [redacted]’s complaint.Mr. [redacted] brought his Nissan Frontier into our Jiffy Lube [redacted] in BethelPark, PA on April 18, 2015 for a Signature Service oil change and tirerotation. According to our company’s records this was the first time thisvehicle has been serviced at any of our Jiffy Lube [redacted]s. During the tirerotation, a wheel stud and two lug nuts were damaged. Mr. [redacted] was notcharged for the tire rotation or oil change because of the incident. Thevehicle had 13,258 miles on it when it was at the Jiffy Lube [redacted]. Mr. [redacted]drove his truck to [redacted] in Bethel Park the same day of the Jiffy Lube service.According to the repair bill at [redacted], the mileage on the truck was 13,260 at thetime of their repair. Obviously Mr. [redacted] was able to drive the truck to the[redacted]. During the repair at [redacted], the mechanic chose to use a blowtorch to cut thelug nut off the wheel hub. Mr. [redacted] then drove his truck to [redacted] inPleasant Mills, PA. The mileage on the truck at the time of their repair was13,278. The dealership found an additional lug nut and wheel stud broken andhad to be replaced. Additionally, they found the rim was damaged on his NissanFrontier. Mr. [redacted] returned to the Jiffy Lube [redacted] on April 23’d with bothof his repair bills. Our customer service spoke with Paul [redacted] at BowserNissan to determine what caused the damage to the rim on Mr. [redacted]’s NissanFrontier. Mr. [redacted] stated the rim was damaged from the heat of the blowtorch.He stated the blowtorch was not necessary to remove the lug nut because thereis a special tool that should have been used. Based on the conversation withMr. [redacted] at [redacted], our company wrote a check for the wheel stud andlug nut replacement at NTh and [redacted]. The check in the amount of$181.27 was mailed on May 6~” to Mr. [redacted]. Unfortunately our company cannottake responsibility for the damage caused by NTh. As stated by the dealership,the damage to the rim was caused by the improper repair work by [redacted]. If Mr.[redacted] had taken the vehicle to a properly trained mechanic, the rim would nothave been damaged and therefore not have to be replaced.Our company accepts responsibility for the replacement wheel studs and lug nutsbut cannot accept responsibility for the damage not caused by our company.Thanks again for contacting us and if you have any questions please feel freeto contact me at [redacted].[redacted]Customer Service Manager

Consumer

Response:

What Jiffy Lube can not seem to grasp, is the fact that [redacted] is about one half mile away from the Jiffy Lube [redacted] in Bethel Park. When I left Jiffy Lube, I had only 3 Lug nuts holding my wheel on. UNSAFE from any point of view! I could not drive, on a Saturday, from Bethel Park to Pleasant Hillson 3 lug nuts, I was NOT taking my life into my hands, and had no other choice than to go to [redacted]. At least they were able to make it so I had 4 lug nuts holding the wheel on, and I nelieve they did the best they could in a bad situation.How would Jiffy Lube have felt if I had attempted to drive to Pleasant Hills, the wheel happened to come off causing a multi-vehicle accident in heavy traffic, and possibly inuring people severely? How about law suits Jiffy Lube?Again I had no choice, and no matter what Jiffy Lube thinks, this was a result of incompetent work to begin with, and they are at fault. Period.

Regards,

Review: The dipstick was not properly inserted into my car causing oil to ruin the air filter, covering the engine (on my new car), and posing a potentially fatal risk to myself and drivers alike. The Pittsburgh office admitted to the damages and transferred me to deal with their cooperate customer service for a refund. The first stall member [redacted] promised, in an email that I still have, to refund the damages to talking 253 dollars upon receiving receipts. I sent copies of receipts and he declined to pay for the damages. I am still waiting for payment which he is refusing to send. As I asked to talk to his boss another person, [redacted], from cooperate proceeded to tell me I was "making excuses" and yelled at me on the phone as I explained that I have provided [redacted] with the necessary information. I am extremely disappointed with the customer service and hope to receive the full refund as promised by the Jiffy Lube company. I would hope they would train their future employees to properly complete oil changes and prevent future customer services incidents involving interacting with the public.Desired Settlement: $253.00 and the notification to the bosses of [redacted] and [redacted]. I can provide a screenshot of the email promising the funds as well as the receipts to totaling $253.00. The customer service representatives are located in Raleigh, NC their number is ###-###-####.

Business

Response:

Thank you for contacting us in regards to [redacted] s complaint

Review: My car in for an oil change. They stated that I need brakes so they did that as well. During the oil change I was told that I needed a new air filter but it was out of stock.

The next day I went to [redacted] And on the way back my car stopped 90 miles outside of my home town. This was on a Sunday I needed a tow to the Mazda dealer where they found that no air filter was reinstalled and my car had to stop running.

I have been in contact with the manager [redacted] at Jiffy Lube on [redacted]. He stated that he review the security footage and found that my statement was true and that I would be reimbursed for the work done from the Mazda dealer and the rental car to get back home.

This took place on October 21 I believe. I have had several conversations with [redacted] who stated that first the paperwork got lost and second it was sent to [redacted] instead of [redacted] drive. I have had a really tough time getting a straight answer even though [redacted] told me he would pay me straight out of his pocket if this was not taken care of. I was told that he went to [redacted] to speak directly to the people but nothing has come of that.Desired Settlement: I would like what they promised me. A refund for the Mazda dealer fixing the car after it broke down and the rental car that I had to take to get back home.

Business

Response:

This customer had every right to be unhappy. We made a mistake, we acknowledged the mistake and agreed to take care of the problem.However the paperwork at our office was misplaced and there it seemed to have stopped, with every one saying they had taken care of this customer.As it turned out after she complained to the Revdex.com we looked deeper and found her paperwork and the check she was promised and was to have been mailed weeks ago.I called the customer and personally delivered her check on 12/23/15 and apologized for our miss handling of her complaint.Sincerely,[redacted]VP of Operations[redacted] Lube

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On March 27, 2015, I took my vehicle for routine service to Jiffy Lube #[redacted] located at [redacted] My vehicle was running normally and without any issues. My intentions were to have regular service which consisted of Premium Oil Change Only. I had brought my vehicle regularly for service to Jiffy Lube #[redacted]. Prior to the incident I felt he could trust the technicians and management employed at this location, they had performed routine service multiple times without incident. Once the vehicle was inside of the bay and being service, the manager on duty, Mr. [redacted] approached me with the recommendation of performing a “Fuel System Service” in addition to the regular service. When asked what the benefits would be, he told me. However when I asked “Was there any risk involved with the service?” I was told absolutely not and it would take “no time” to complete. I agreed to the service. After approximately 25 mins, Mr. [redacted] approached me to explain that he had broken the vacuum piping to the brakes in an attempt to perform the service and that he had contacted the local Mercedes-Benz dealership and order a new part “free” of charge, however it would take a few days to receive. So under the suggestion of the dealership he temporarily “sealed” the broken pipe using electrical tape. He also informed me there would be no charge and would call once the part was in and he would perform the fuel system cleaning at that time. The part arrived on March 31, 2015 and I returned to have both the new piping installed and the Fuel System Cleaning Service performed. After completion of the service at approximately 2:57pm, the vehicle was driven “around the building” to check the brakes were ok. At this time I was also informed that the cleaning would continue to “break deposits loose in the engine” and to expect “some smoke”. I drove the vehicle from the Jiffy Lube location to his home [redacted] a distance of 0.3 miles away. The vehicle was not driven again until I left for work the morning of April 2nd, 2015. Upon starting the vehicle, I noticed that it wasn’t running correctly, the idle would not stay consistent and barely stay running. I assumed that this would clear, per advisement of Mr. [redacted], once the vehicle was ran for a while and the deposits cleared out. However this was not the case, upon reaching my place of employment, the vehicle was becoming increasingly worse. I brought the vehicle directly back to the Jiffy Lube location for a solution to this issue. Neither Mr. [redacted] not Mr. [redacted] where available and attendant on duty contacted Mr. [redacted] by telephone and I explained exactly how the vehicle had became increasingly worse and what was going to be done to repair it. Mr. [redacted] asked if I would return in the morning April 3rd, 2015 after 10:00am, Mr. [redacted] stated that it was because his District Manager Mr. [redacted] would be there and “they would make everything right”. I returned to Jiffy Lube #[redacted] at approximately 10:05 am April 3rd, 2015. Mr. [redacted] and Mr. [redacted] both “listened” to the noises the vehicle was making, Mr. [redacted] advised Mr. [redacted] to perform the “Fuel System Cleaning Service” again, but this time with the “Good Stuff”, meaning the initial cleaning was performed with a substandard cleaner knowingly by Mr. [redacted]. At this point I stated that even though I wasn't charged for the initial cleaning (due to Mr. [redacted]’s damage to the vehicle), I would have been charged for the premium cleaner, while in reality Mr. [redacted] and Mr. [redacted] would have actually used the substandard cleaner. After starting the “Fuel System Cleaning” process, my vehicle was not improving. Mr. [redacted] took over for Mr. [redacted]. Mr. [redacted] began revving the vehicle to the point of exceeding the vehicle’s RPM red line limitations continuously in what he described as an attempt to “blow out the deposits that the Fuel System Cleaning Service had broken up”. After approximately 20-30 mins of this repeated revving, Mr. [redacted] stated that “it must be the spark plugs, they probably got ‘fouled’ out due to the cleaning”. He the told me they would pay to have the vehicle “tuned-up” and asked him where he wanted it to be serviced at. I stated the local Mercedes-Benz dealership located 2.5 miles from Jiffy Lube #[redacted]. I asked “what if it’s not just the plugs”. Mr. [redacted] told Me that he was “pretty sure that’s all it was, but if not they would take care of all of the repairs.” I took the vehicle immediately to the Mercedes-Benz dealership. They replaced only the spark plugs due to speaking with Mr. [redacted] and him stating “that’s all he’s paying for”. Mr. [redacted] had no real intentions to pay for the inspection to determine what was wrong on any additional repairs. When I spoke to Mr. [redacted], he was told “they said it’s not our fault, it’s on you.” Upon hearing this dramatic shift in attitude from “doing what’s right and fixing the vehicle” to “it’s on you”, I contacted the Mercedes-Benz Service Manager and requested a copy of the report (Mr. [redacted] did not offer me any proof other than “that’s what they told me”. Once I received the report on April 20th 2015, at this point 17 days has passed with no repairs being performed or providing of rental car during repairs. I called Mr. [redacted] and stated that he would be receiving a copy of the Mercedes-Benz technician’s report and had be informed by the Service Manager that the report did not say that the service performed by Jiffy Lube not cause the issues. Mr. [redacted] stated to me that what he had said something different and if I had a document that said something else to “bring it by” and they would cover the repairs. I stated that due to the fact he was at work he would not be able to come by until after 5:30pm. I called the location at that time and was informed that neither Mr. [redacted] or Mr. [redacted] were there and they had both left for the day. Mr. [redacted] was informed that Mr. [redacted] would return tomorrow morning at 7:30am. I stated he will be there with a copy of the report in the morning. I returned the following morning April 21, 2015 at 8:30 am to be informed by Mr. [redacted] that he wasn't dealing with my problems anymore and that he was told by his district manager [redacted], that he would take care of me. I assumed that meant, take care of the issues. Mr. [redacted] stated that Mr. [redacted] would be in the next day. I returned the following day April 22nd 2015. I attempted to discuss what solution that he had. However Mr. [redacted], blatantly ignored what I was trying to say and he began to act the same way a child does when the attempt to win an argument. He began speaking of me saying "blah blah blah , I don't care what day it is I aint doing nothin about it." I was attempting to leave to contact the corporate offices about the event, he then became physically aggressive towards me and was attempting to start a physical altercation. The parent company, Virginia Lube inc. has video of how the escalation transpired.Desired Settlement: Before the incident on 04/22/2015 all I wanted was my engine replaced. However now, not only to I want the engine replaced, I want a formal public apology from Mr. [redacted] and Virginia Lube Inc., compensation for the time I have missed from work and a rental vehicle provided by the dealership for the duration of my repairs, regardless of length of time it takes.

Business

Response:

In response to Mr. [redacted]'s complaint,There were a lot of factors playing in this complaint. Most of which were blown out of proportion as tempers got short, vocabulary got heated. Things were said on both sides that should not have been said and it is unfortunate that this happened. I know Mr.. [redacted] has acknowledged this and so has our manager (who also has been counseled and reprimanded for his part escalating this complaint) has also.We have since been in contact with Mr. [redacted] and done what we feel is a thorough investigation of what happened to his vehicle.We contacted the Mercedes dealership where the vehicle had been taken and they ultimately they told us they did not think we had caused the problem but though it was possible.They suggested that this was a vehicle that had had 4 owners and very little documented maintenance in its 180K existence and suggested that was most likely the cause?We contacted QMI (the chemical company that provided the product used) and informed them of what had happened and they again said it was unlikely but possible.We then spoke to Mr. [redacted] and told him what we had found out and asked him what outcome was he hoping from out of this.He told us that if we replaced the engine he would be happy and that is all he wanted, and because of the poor way this complaint and the fact that there was a chance we had indeed caused the problem, we agreed to the repair.Virginia Lube

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is tentatively acceptable to me. I am currently waiting for the agreed repairs to be completed by a neutral party, once completed to my satisfaction, I will consider this complaint resolved.

Regards,

Mr. [redacted]

Review: My wife went to Jiffy Lube to get her oil changed about a month ago. She drove her vehicle there. Once she was there the sales person came and told her that one of her belts needed to be replaced. She said is it necessary (because Jiffy Lube is notorious for trying to sell you things you don't need) and they said yes your car won't start without it. Well my complaint is that if her car started fine that morning and was able to drive her without problem to Jiffy Lube to get her oil changed then how did her belt magically break to the point that the car was undrivable and would not even start once it got there. I believe they either lied to her or broke the belt themselves and then acted like it was already broken to get her to buy another one. It just doesn't make sense that the car started fine and was driving fine prior to her getting there, but apparently in the process of rolling into the Jiffy Lube service station the belt broke and needed to be replaced or else the car wouldn't even start. They had her stuck to the point where she needed to buy the belt, or at least believed she needed to buy the belt in order to even leave the station. I think it is a terrible company and I think they lie and perform unnecessary services on a regular basisDesired Settlement: I want an apology and I want them to stop trying to sell people unnecessary services, especially women. They prey on women who go in there. When I am with my wife they don't push the extra services, but if she goes alone she says they try to sell them everything they have

Consumer

Response:

[redacted] location [redacted] rd...I put that in there but it must have gotten switched

Business

Response:

I would like to apologize for our apparent lack of tack and scarring your wife, this was never our intent. I have read your complaint several times and can not find fault in our service however. With our service we will do a safety inspection and look for things that may become a problem and bring them to your attention. As you state in your complaint we noticed the serpentine belt was showing some signs of age, and brought it to your wife's attention. She asked what would happen if it broke and we told her. (Most manufactures recommend your belt be change every 50-60K, it runs your A/C, Fan, Water Pump, Alternator and Power steering.) If it fails you might be able to drive 20-30 more minutes before the vehicle will stop. Best case the battery goes dead, worst case the vehicle overheats and the engine will fail. The vehicle is not broken and will continue running, but the belt may become a problem and if it does, it will become a major problem in the future. We never told her it was un- drivable.We do not and never will target women for special treatment when getting a service with us, and this review would have been the same should you have been the one bringing the vehicle in, our your wife.True our # 1 complaint is that we try and sell people things they do not want. However our #2 complaint is that we did not sell them the things they needed after the vehicle has a problem. If we have to error I would rather error on the side of your safety and tell you about a potential problem ( even if risking your thinking ,we are trying to take advantage of you) than ignore it, as I suspect your would also. It is your job to decide if you think action is warranted.I am also sorry that you did not contact us directly so I could have talked to you in person vs. this message board.Virginia Lube

Review: The coupon that drew me to the facility was not honored.Desired Settlement: I want the $8.00 discount.

Consumer

Response:

1. June 6, 2014, at about 6:30 p.m. was the date and time of service.

2. I cannot e-mail or fax it to you. The coupon was $8.00 off a "Jiffy Lube Signature Service Oil Change" and was part of a [redacted] of Charlottesville mailing I received. I think that's enough information for the merchant to know who I am and what my claim is about.

I asked for the Signature Service, and after declining their offer to "put the same oil back that you already have" (as if they could tell by looking at the oil in my car!) because it would have jacked the price up by approximately $10.00 (a fact I learned only after pressing them as to what the cost of the "same oil" would be), I received the "Signature Service Oil Change." Only when I tried to pay for and purchase the services which had been rendered was I informed that using the oil for the Signature Service (which they describe in the coupon as "Quality Motor Oil") precluded me from using the coupon! That was too much of a rip-off (I can use the coupon for $8.00 off only if I agree to jack up the price by $10.00). That's ridiculous.

All of these quick oil places need to be watched carefully, and I just got tired of their sales routines when they would not honor my coupon. I intend, in the future, to return to my filling station to do this service in the future.

Business

Response:

We are sorry

that this miss- understanding has happened with Mr. [redacted]. The coupon he is

speaking of, clearly states that it cannot be combined with another special or

promotion. Currently we are also having

an in house special on the type of oil he requested normally $31.99 (stated on

our menu board) but we were offering

$9.00 off, thus making it $22.99 plus tax, and we gave him this discount. We have also noted this on the signs on the

building on signs in the bays where he was greeted and again on the signs in

the waiting rooms. We even have a phone

script should someone call the store and ask about our pricing or our specials

noting this. In an effort not to miss-

lead anyone and in an attempt to make something like this, clear to someone such

as Mr. [redacted]. In fact we could have gladly

given him his $8.00 off as requested but would have lost a $1.00 in the

process. They were doing him a service not a dis-service.

However we

clearly did not make this point clear as Mr. [redacted] , as he feels we took

advantage of him. Because of this I will

mail him a check for the $8.00 he feels we owe him.

Review: On march 4,2014 I had a oil change at Jiffey lube later that evening I noticed that my car was not performing the way it did after purchasing it. The next morning I contacted Jiffey lube stating the problem, they asked if I could bring my car in I told them I didn't want to drive they sent joe to my home to let some of the oil out. When I got to [redacted] I went by Jiffey lube to make them aware of the noise my engine was making. They attempted putting fuel cleaner in my engine & fuel tank. A few days after I decided to take the car back where I purchased it for a diagnostic check it read p0521 oil pressure sensor. I stopped back at Jiffey lube they couldn't read the code. A few days later my check engine light came on I went back to Jiffey lube they got the same code p0521. I requested further steps with my car... [redacted] sent me to [redacted] to service the car they replaced the oil pressure sensor but a few days later the check engine light came back on same code now the oil pressure had dropped they said replace the engine. At the time I called [redacted] back about the repairs he told me they are not paying for the replacement of my engine.Desired Settlement: I would like for Jiffey lube to pay for repairs on my car seeing that this has been an on going problem after the oil change. I did as they requested allowing most of the month after already stating driving the car In that condition would further damage my car's engine which I'm still paying for over the next 17 months.

Business

Response:

On 3/4/14 [redacted] came to our location in [redacted] (Jiffy Lube 3347) and received an oil change on you [redacted]. Later that evening she called and said she was having some problems with the vehicle. We went out the next day and visited her vehicle where was found her vehicle had been overfilled with oil approximately 1.5 Qts. of oil. We did not question how this happened when we had 2 different people verify the oil level just the prior day. They then corrected the problem. Problems associated with overfilling an engine would be smoking, possible leaking and in rare circumstances the plugs could be fowled. When she returned to the shop on 3/10 complaining about a light that had come on cars dash and her vehicle running poorly we did a “Fuel Injection Service” In case the plugs had been fouled. This did not fix her problem and she was referred a dealership by us, to diagnose the problem she was having. She was told that if they found anything that would suggest her engine problem was from overfilling the vehicle we would be responsible
She was told several times both by myself and my ** ([redacted]) we would pay the bill if it was determined to be our fault but if it was not our fault it would be her responsibility. She took it to [redacted] on 3/28/14. After taking it there she again had a problem with ussay ing “why” should she be on the hook for the bill if they determine Jiffy Lube were not at fault. After arguing with her about this for quite a while she suggested we pay for the diagnostics (about $500) as a compromise. At fault or not and if we were found at fault would pay the whole
bill for the repair and if the dealership could not find Jiffy Lube at fault she would take the car back to the place she just bought it at. This was her suggestion and I agreed to this to avoid a prolonged argument. I decided to pay the Diagnostic charges and thought it would be over.
A couple days later the Service Writer from the dealership called me to say they did not find Jiffy Lube overfilling her vehicle caused the Problem, as it was a low oil pressure problem and suggested she replace the motor. They then called [redacted] and she did not like the outcome. When hearing this she changed he mind and again insisted we repair her vehicle and insisted that I sit down with the Dealership , herself and discuss it. We did this on 4/7/14 where they again tried to explain their position, that her cars problem was from low oil pressure not from having too much oil,
she was not willing to listen to her dealership and stated she had already made a Revdex.com claim and was going to sue Jiffy Lube. I paid the bill for our part $586.60 , where they put in writing that they could not find Jiffy Lube at fault and l then left. I feel sorry for [redacted], as no one likes to have car problems. But she had 2 problems going on here. #1 the overfilling of oil
#2 the low oil pressure she was having. 2 different problems unfortunately showing up at nearly the same time. I would welcome the Revdex.com to mediate this, if arbitration is needed and will participate in the process.

Consumer

Response:

I'm going to start by saying I'm not in agreement with [redacted]. I called him to arrange the meeting at[redacted]. When[redacted] offered him a seat next to me he refused. Leading me to believe[redacted] is racist. As [redacted] stated about the white smoke..."my car was smoking and I could smell the oil burning", it was at that point that I checked my oil stick which was way over the full mark. As he stated in his statement they over filled the oil. My car was not designed to be over filled as stated by Mr. Woods at a different [redacted] dealership. He named many things that could have taken effect as a result of Jiffey Lube over fillings car. 1.) blown gaskets
2.) rings
3.)cam
4.)rods
[redacted] also stated that they would need to take my car apart more to give certain details, which in my opinion would have been a waste of money. Jiffey Lube could put that towards my new motor. When I mentioned to [redacted] they have insurance for theses types of problems he stated "no" but then said "we'll yes "but the deductible is to high. [redacted] also did pay part of the bill but failed to pay the balance of a little less then $100.00 in an effort to cause problems between myself And [redacted] and maybe to sway them in his favor. This cost was they said for gaskets and some other miscellaneous items after he agreed to pay the cost. As for my car having two problems at nearly the same time no this has been ongoing since Jiffey Lube worked on my car. I also checked the wed site about my car where I found a guy stating his dad added 4 quarts of oil causing all the same problems I'm having ("the same amount the employee at Jiffey lube said they added to my car"). As a result of Jiffey Lube's major error of adding to much oil to my car. My car has been giving the same code PO521 which is something to do with the oil. Hints the bad oil change. Bottom line I am a customer and every customer should be satisfied with the product purchased. You admitted your wrong now make it right and fix my car! If you [redacted] felt your company did nothing wrong you would not have taken it this far by paying out money, adding fuel cleaner or otherwise. My daughter has also lost a week of work which is how we pay our bills in the amount of $350.00 I'm hopeful to recover as well, because the car we purchased is sitting outside not drive able because of your shops major mistake. I'm still trying to recover the cost of my engine which is as follows to date $4,800.00 plus my daughters lost wages $350.00 totaling $5,150.00. This is as of 4/14/2014.

Sent from my iPhone

Review: On January 13th, I took my car to get an oil change at Jiffy Lube. I spent $36.68 on a standard oil change. I did not drive the car as I work from home frequently. On January 26th, I had business in [redacted] and had to use the car. A quarter of the way through the drive, the check engine light came on. I took my car to [redacted] to have it scoped because it was Sunday and my dealership's garage was not open. They diagnosed that cylinders 3 and 4 were misfiring. I put fuel injector cleaner in the system to see if that would clear up the issue, but the engine still misfired. The dealership confirmed for me later on that all four cylinders were ruined. [redacted](my dealership) [redacted] stated that "Somebody dumped oil all over the spark plugs and wires. The wires and spark plugs are ruined and all need to be replaced." He quoted me $510 for parts and labor due to the oil incident. I contacted [redacted] ([redacted] at Jiffy Lube) to get in contact with [redacted] ([redacted]) to pay for the damage to my car.Desired Settlement: Jiffy Lube should pay for the repairs in total to my car as they caused the damage to my spark plugs and coils.

Business

Response:

[redacted] contacted us this morning (1/27/13) letting us know he had had a problem with his car that he thought it was caused by our servicing of it. It appears he at nearly the same time contacted the Revdex.com and sent our corporate office a copy of his complaint.

As soon as we were aware of this complaint we called the dealership where he told us where his vehicle was and found out what they thought was the problem. The [redacted] and ** talked to [redacted] and then reviewed the video of the service where it was determined that we had spilled oil on his vehicles engine, them tried to clean it up and apparently failed. We then called the dealership back and asked them to repair his car ASAP and that we would pay the bill. We then called [redacted] back and told him that after reviewing the video, it appeared we did spill some oil on his engine and that it certainly could have caused his problem and that we would pay the bill. HIs car will be finished in the afternoon. He also asked us to refund the money he had paid for his service and we also agreed, as it seemed the right thing to do.

I do apologize that [redacted] has had this problem and just hope he gives in the future he gives us a chance to prove we are better at this than we just demonstrated. Along with paying the dealership, refunding him his money we will in-close a gift certificate for a future service to prove we are better at this then recently demonstrated.

Sincerely,

Charles Wixson

VP of Operations

Consumer

Response:

I have reviewed the offer 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.

[I applaud Jiffy Lube for taking this opportunity to own this mistake. However, I do not want compensation or gift cards for this negative customer experience. They will not receive my business in the future. I cannot fathom that Jiffy Lube failed at their primary business function (i.e. oil changes). The larger issue is that upon completion of the transaction on 01/13/2014, the associate that ran my credit card advised me that my car was given a clean bill of health and that everything looked great. If they had owned up to their mistake at the point of sale and provided a possible remedy, then this would have been a customer service win. Instead, I left that night with the false impression that everything was fine. I will continue to share this experience with others to warn them against using companies like Jiffy Lube.]

Regards,

Jonathan Smith

Review: 08/02/2014 (Saturday) Car taken to Jiffy Lube for routine oil change. Service technician indicated other needed services, including changing air filter #4479 to which I agreed. Cost of services $111.24.

08/03/2104 (Sunday) Check engine light went on. Either 08/04/2014 or 08/05/201, took car to my regular mechanic ([redacted]) to have check engine light evaluated. By the time I arrived, check engine light was gone. No charge for services. Between this time and 08/07/2014, check engine light returned and the car was hesitating dangerously while driving. Returned to [redacted], 08/07/2014, at which time, it was determined that there was no air filter in the car and leaves had accumulated in the filter box stopping MAF sensor. Cost of repairs $103.77.

08/07/2014. Returned to Jiffy Lube and informed manager of their failure to install air filter as agreed upon and for which I paid. Manger copied the original Jiffy Lube bill and the bill for services at [redacted] to repair the damage done by the failure to install air filter. These documents were to be passed on the appropriate manager for payment of cost of repairs ($103.77).

08/30/2014. Since I had not received payment or any communications from Jiffy Lube, returned and another manager, [redacted], completed a Jiffy Lube: Warranty (QCIR) Quality Control Incident Report. In this document, there was a request to pay for the cost of repairs ($103.77) plus return the total amount Jiffy Lube services ($111.24) for a total refund of $215.01.

Approximately 4 weeks and 6 weeks after the completion of Warranty (QCIR) Quality Control Incident Report, I returned to Jiffy Lube and spoke with [redacted]. He spoke to the management office to which the forms were submitted and 2 months after the submission of the report, I have neither received a refund nor been contacted by Jiffy Lube.Desired Settlement: Refund the funds paid to Jiffy Lube for services that created a danger to my car and a safety hazard to me drive $111.24 and the $103.77 that it cost me to get the car repaired.

Business

Response:

We are sorry that Ms. [redacted] had this issue and that it fell thru the cracks. Her problems had be told to a former employee who failed to take the needed action and has since left the company.

When I received this complaint from the Revdex.com it was the first time it had come to our attention. Since that we have found the information regarding this issue and have cut and mailed the check to her as requested.

I also phoned her to apologize and to let her know the check was in the mail.

Sincerely

VP of Operations,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me - I received the check as promised.

Regards,