Lube It, Inc./Jiffy Lube

First brought my wife's Mazda here and was impressed by the friendliness and attention to detail shown by the techniciansThey were quick, courteous, and professionalBecause of this, I then decided to bring my diesel Dodge Ram here and the staff showed the same professionalismDuring each visit, they reviewed my options, did their inspections, and explained to me the work they were going to do before doing itI usually go to the dealer for my vehicle maintenance, but will be going here for now onThey're just as knowledgeable but cost a fraction as muchYou can't go wrong with this location

July Dear *** ***:We have been in contact with *** concerning his complaint with the service he received at our *** Jiffy Lube.Our Operations Manager, *** ***, has also been in contact with the service writer at the dealership where **
*** had taken his carUnfortunately the description of events do not match with the separate conversations that took place with *** and with the service writer concerning the fluid that was added during our service.When *** came in for service, this vehicle had an obvious engine noise and this was documented on his work order as a pre-existing issue with his car before our service was performed.*** was unaware until after he made the complaint that we have multiple video cameras in our facilityAfter reviewing the footage taken during the service on his vehicle, it very clearly shows that we used the requested weight of motor oil during the service.It is unfortunate that *** purchased a vehicle that has some type of problem with the engine, but due to the fact it was clearly an issue before our service was performed, we respectfully deny any responsibility for any damage that may be diagnosed by an outside party.If we can be of any further assistance, please feel free to contact us.Regards,

18 September 2015Dear [redacted]:
I spoke with [redacted] on 9/15/2015 concerning his complaint lodged with the Revdex.com. We discussed the fact that because there was so much time between his service date and his actual complaint, this made it virtually impossible for me to prove or...

disprove his accusation.I informed him that in the 26 years I have been employed with this company, I have never had an employee use another customer's air filter in order to make a sale with a different customer. In fact the employee who serviced [redacted]'s vehicle has been employed with Lube, inc. for more than seven years without one complaint in his personnel file. In regard to our security cameras, they only have the capacity to hold approximately two weeks of data.
[redacted] said he requested 5W20 conventional [redacted]. We do not stock this brand of 5W20 oil. His 2006 [redacted] actually requires 5W30 oil. This is the required oil that [redacted] states and is the only oil approved by [redacted]. The technician installed a synthetic blend 5W30 oil at no extra charge.
[redacted] stated that I had satisfied his complaint and agreed it would have been more expedient if he had spoken with the store manager at the time of service.
If you have any further questions concerning this complaint, please do not hesitate to contact me at the above address.
Regards,
John S.
Operations Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: Vehicle transmission fluid change resulting in a damaged transmission clamp. The damage caused transmission fluid to leak out of the vehicle potentially damaging the transmission.

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On January 9, 2014, 2006 [redacted] taken to Jiffy Lube signature service oil change. Vehicle had no prior issues outside of tires. Vehicle used only a couple times a week for general errands within a 5-10 mile radius.

Vehicle taken to Jiffy Lube for an oil change. The signature service oil change involved a clean, inspection, fluid fill, and an oil change. During the check, which included a detailed inspection of the tire pressure, windshield washer fluid, transmission fluid and many more, one of the Jiffy Lube Mechanics, name unknown, noticed that vehicle's transmission fluid was dirty and needed to be changed. Need change based on based on manufacturer guidance, the color of transmission fluid, and the fact that it had not been changed since the purchase of the vehicle .

Mechanics changed the transmission fluid and changed the oil for a total of $191.

On Saturday, January 25, 2014, vehicle stopped at a red light and would not move once the light turned green. The vehicle remained running at al times. After about five minutes stalled at the light of a busy intersection, vehicle finally moved (between 5-10MPH), and was parked in an open garage adjacent to the street.

Jiffy Lube was informed of the issue immediately. Jiffy Lube was unable to look at the vehicle. Vehicle towed to a nearby shop. Shop mechanic stated that the transmission clamp had been re-installed too tightly on the transmission tube after having the vehicle's transmission fluid changed. This caused the transmission tube to crack resulting in all the transmission fluid leaking out and the vehicle's failure.

Jiffy Lube was informed of the damage on Saturday January 25, 2014 Monday January 27, 2014, and Tuesday January 28, 2014. Jiffy Lube denied that they are the cause of the issue stating that they did not touch the clamp and that they are not responsible for the transmission leakage. Other shop's mechanic states that the transmission tube clamp was not the manufacturer's clamp and that it had been changed. Additional, it had been changed recently based to the appearance of the clamp. The clamp was shiny and had no dust, dirt or grime.

Jiffy Lube has been the only mechanic in the last 8 months that has serviced the vehicle. The vehicle ran smoothly and without any issues for years prior to Jiffy Lube's service. Jiffy Lube offers a check, change, inspection, and fill on all vehicles when conducting their "signature oil change", they would have noticed that the tube was cracked and that the transmission fluid was leaking had the tube been damaged prior vehicle being serviced there. If this was the case, no reasonable mechanic would continue on after noticing a cracked transmission tube, to fillet he crack transmission tube with clean transmission fluid. After their full, detailed inspection, Jiffy Lube did not mention a transmission tube crack among the other issues it's mechanic presented.Desired Settlement: Alternative services already sought elsewhere after repeatedly being refused by Jiffy Lube to remedy the damages they caused. Monetary compensation sought for the cost of vehicle repairs.

Business

Response:

24 February 2014

Dear **. [redacted]:

I am very sorry that **. [redacted] has experienced an issue with her 2006 [redacted].

However, it has been explained to **. [redacted] that the issue with her car has nothing to do with the service that we provided at our Jiffy Lube. While we did service the transmission, the way in which we do so does not involve touching the clamp or hose in question. We service this type of transmission entirely through the dipstick tube and as such have no reason to install, touch or in any way disturb the clamp that caused her vehicle to leak.

We did attempt to explain this to **. [redacted] but she did not want to believe there was anything but our service that caused her car to leak and therefore no one else but us responsible for the cost of the repair. Part of the issue is simply the age of the vehicle; the hose in question has become brittle with time and as such the rubber has developed numerous cracks in it and that leads to leaks in and around those existing cracks. No one is to blame for that happening and in turn no one is responsible for the repair of the old parts other than the owner of the vehicle.

While we are sorry that **. [redacted] has experienced a problem with her vehicle, we cannot and should not be held responsible for repairs that come with the ownership of a vehicle.

Regards,

Review: Installed transmission fluid into the engine during a recent oil change destroying the engine.My frustration is in the managers refusal to admit the mistake, in contrast, he is accusing me of fabricating the story to rip him off. All I am asking is for him to work with me to resolve the issue without the use of attorneys, it see** they have left me no option other than to retain counsel to rectify the damages.Desired Settlement: The vehicle has been looked at by a local [redacted] dealer, we have an appointment with them to pay a fee to determine the exact cost to remedy the issue. I will know soon the costs involved which I would like covered as well as all associated costs and losses due to the negligence. The KBB value on the vehicle is only $4500.00, My fear is that the damage will cost more than the cars value.

Business

Response:

7 July 2014Dear **. [redacted]:We have been in contact with **. [redacted] concerning his complaint with the service he received at our [redacted] Jiffy Lube.Our Operations Manager, [redacted], has also been in contact with the service writer at the dealership where **. [redacted] had taken his car. Unfortunately the description of events do not match with the separate conversations that took place with **. [redacted] and with the service writer concerning the fluid that was added during our service.When **. [redacted] came in for service, this vehicle had an obvious engine noise and this was documented on his work order as a pre-existing issue with his car before our service was performed.**. [redacted] was unaware until after he made the complaint that we have multiple video cameras in our facility. After reviewing the footage taken during the service on his vehicle, it very clearly shows that we used the requested weight of motor oil during the service.It is unfortunate that **. [redacted] purchased a vehicle that has some type of problem with the engine, but due to the fact it was clearly an issue before our service was performed, we respectfully deny any responsibility for any damage that may be diagnosed by an outside party.If we can be of any further assistance, please feel free to contact us.Regards,