Business Profile

Lube Services

ACE Jiffy Lube

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for ACE Jiffy Lube's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

66 total complaints in the last 3 years.
28 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/16/2022
Type:Service or Repair Issues
Status:
AnsweredMore 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.
Took my car to this location for an oil change on 12/10/22 and paid $119.10. On 12/11/22 as I was pulling into my driveway the car said add engine oil, a loud pop happened and the engine started smoking. The car was towed to ******************** on 12/12/22 for a diagnostic which came back as too little oil was added and it didnt appear to be the right viscosity. I initially contacted the main number for Jiffy Lube on and they stated I would be contacted by someone local. The market manager ******* contacted me and I sent them the diagnosis results. ******* mentioned that he would send out a third party inspector. He also stated that he would review the footage. After reviewing the footage ******* did admit their techs did not put in enough oil (they put in 7 quarts instead of 9.5) because they didn't follow the recommendations for a Z51 model. The diagnosis from ***** reports they need to redo the oil change correctly, replace the coolant surge tank and hood insulator. Tow bill was also $125. I received a call from ***** on 12/16/22 stating that ******* spoke with them and has no intention of sending out an inspector or covering anything. The total repair needed is $928.15 plus cleaning costs for my driveway of $475. Total of
Business Response
Date: 12/20/2022
*************************** (Market Manager) has been in contact with ******************* numerous times since this incident. A 3rd party independent company, Accurate Mechanical was scheduled to the dealership on Friday 12/16 (********************) ***** ************* in ******, ******* to inspect the vehicle as part of the ACE Jiffy Lube process. We are currently waiting on their results and they should be available within the next 24 hours. ************ was fully aware of this inspection as he was on the phone with ******* when he was setting the appointment up. Once the results come back, *************************** will contact ************ with results.
Initial Complaint
Date:11/19/2022
Type:Product 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.
When I change my oil at jiffy lube the previous time I was told synthetic oil was used the jiffy lube representative for this oil change told me that the previous time regular oil was used. One of the two lied. And this time I was charged $100 for an oil change. This was only presented to me after I had waited a long time. Requesting a refund for my previous oil change.
Business Response
Date: 11/21/2022
This case can be closed.
I spoke to **************** and this issue is resolved.
Thank you.
Customer Answer
Date: 11/21/2022
I am awaiting a gift card as compensation for this issue. This issue will resolve when I have received the card.
Complaint: 18439234

I am rejecting this response because:

Sincerely,

***************************
Customer Answer
Date: 11/23/2022
I am satisfied with the business response. I have received a gift certificate. Thank you.
Initial Complaint
Date:10/06/2022
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.
Ive been to location on 9 different occasions every time I purchase the same exact groupon by selecting buy again option on this occasion I came I was greeted by one employee who was very ethical I told him to begin with I had a Groupon which your supposed to informed them of prior to services after my vehicle was scanned and second employee by the name of **** approached my driver side and made contact with me by showing me a tablet and said I get full synthetic blend oil and my Groupon states its a synthetic blend I explained I just did a buy again option and I always pay a little extra at completion of service he basically told me he couldnt give me what I paid for because in the past it took something different I explained I can show prof *** done the same thing on 9 separate occasions I wasnt trying to get of paying any additional monies being that I always have an out of pocket expense he went inside of office I can see through the class he was talking to someone on the phone loudly I walked in he was speaking to the manager on the phone which I had previously asked to speak to that wasnt available I spoke to **** franchise owner whom basically told me the previous 9 times a former employee who is longer with the company made an error and was unwilling to ***** what was previously done on 9 different occasions the way I was treated by the employee **** was unprofessional unethical and unexpectable I work for a Fortune 500 company which prides in customer ********************** and even when the customer is wrong there right this company is the poorest level of customer ********************** Ive ever saw and the owner is supposed to lead by example
Business Response
Date: 10/11/2022
I spoke with ************** and resolved this issue to her satisfaction.
Please close case.
Thank you.
Customer Answer
Date: 10/12/2022

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,

*********************
Initial Complaint
Date:09/27/2022
Type:Sales and Advertising 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 9/11 took my 2021 VW Atlas for a standard oil change. Invoice # ******** Upon leaving started hearing a clanging/rubbing noise coming from underneath car. Returned to location and found that the pan cover had not been screwed in. On 9/25 while driving the same noise returned . Was able to pull in to a gas station where a mechanic looked under the car and told me that now the pan cover was actually cracked!! I called the store and explained what had occurred and they stated so what do you want from us asked yo speak to a manager and was hung up on
Business Response
Date: 09/28/2022
I have spoken with ***************** numerous times today. Our location on ******************************* in ***** will order the new splash pan from VW and will install it for *****************. Either **** (store manager) or myself will call when it arrives.
Please close case.
Thank you.
Customer Answer
Date: 09/29/2022

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,

*************************
Initial Complaint
Date:09/25/2022
Type:Service or Repair Issues
Status:
AnsweredMore 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 25, 2022 I received an oil change from Jiffy Lube #**** and I paid with a credit card *****. On August 9, 2022 I was travelling and my engine seized. I had to have my vehicle towed by City Towing to *********************. Both located in *******. I was charged $224.00 for the towing and $343.00 for the garage bill. The garage told me that the oil plug fell out of my car because Jiffy Lube failed to tighten the plug. ********************* could not guarantee my engine was not damage in the long-term for this negligence on Jiffy Lube's part. I contacted Jiffy Lube and they keep telling me that they are going to reimburse me. They told me to come to Jiffy Lube on 09/19/2022 to sign a release and they would mail me a check in the amount of $567.00. I never received this check. I feel at this point I also want reimbursement for the original bill of the oil change of ***** making the total amount $657.21. Thank you in advance for your assistance in this matter. *************************************
Business Response
Date: 09/28/2022
This case can be closed. I have spoken to ******************************* (********** dad). A check in the amount of $567 was mailed out to ******** on 9/22/2022 but she never received it due to the fact that an apartment number was not included on the address. Our accounting department will process a new check with the correct address and apartment number on Tuesday (10/4/2022) and I will personally mail the check to *****************
Thank you,
Initial Complaint
Date:09/22/2022
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.
I went for an oil change on August 20, 2022, during the process my undercarraige was removed and was not attached upon leaving. I realized this about 2 weeks after I then visted the store the following day where I spoke to a manager who assured me that an investigation would be carried out and I would be informed of the outcome in about a week. I was not contacted as promised, I visted the store again on 9/19/22 where the manager was not present, I then called the store on 9/22/22 where I was able to talk to the manager (****) who informed me that the investigation was completed even though I'm just now hearing about this. I am still currently waiting for my undercarraige to be replaced.
Business Response
Date: 09/28/2022
I have spoken with **************. We are going to order a new skid plate and install it at our Davie location. She will be contacted when store has part.
Please close case.
Thank you.
Customer Answer
Date: 10/03/2022

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. Provided that they will honor their commitment.

Sincerely,

***************************
Customer Answer
Date: 10/13/2022

Complaint: ********

I am rejecting this response because:
My name is *************************** I recently filed a complaint which was closed as the company reached out to me stating that they would resolve the problem. For reference the claim number is ********. I am opening a new claim because they have yet to resolve the problem at hand. I was told that the skid plate for my car was already ordered from ****************** but that its currently on back order and Ill be contacted as soon as it becomes available, It has been over three weeks since. I decided to contact ****************** myself who informed me that the part is actually in stock and was never on back order. Having to wait so long is causing other problems to my vehicle, as I now have to take my car in for the Engine to be washed. I am in dire need for a resolution.

Sincerely,

***************************
Business Response
Date: 10/25/2022
As of today (10/25/2022), I just spoke with the store manager at our Davie location. ************** was contacted this past Sunday (10/23/2022) and was told that the skid plate was delivered to the store and she said she will contact store as to when she can stop by so that they can install it for her.
This case should be closed.
Thank you.
Customer Answer
Date: 10/29/2022

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,

***************************
Initial Complaint
Date:09/20/2022
Type:Service or Repair Issues
Status:
AnsweredMore 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 23 we took our vehicle to Jiffy Lube owned by Atlantic Coast Enterprises LLC in ******** ******* where we were charged $234 to have an oil change coolant put in the vehicle and general maintenance three weeks later the vehicle seized because there was no oil in the engine upon inspection the engine was Completely out of oil the only oil that was able to be seen was at the plug at the bottom and that oil was found to be very dirty and black the vehicle had only been driven approximately 2 miles a day for three weeks we are now out a vehicle the motor is seized because there was no oil in the car also upon inspection by their inspector as well as personal inspection by independent mechanics there are no oil leaks in the car so clearly the work that we paid for was not done causing grave harm to the vehicle Im seeking reimbursement for the work that was not completed loss of use of the vehicle as well as replacement motor. When the vehicle initially seized I contacted Jiffy Lube corporate ************************************************* back from Atlanta Atlantic Coast Enterprises ****** who I spoke with gave me the runaround for almost 2 weeks refusing to give me his superiors information or the owner of this jiffy lubes information. Then I got a sign to a ********************* who denied the claim even after their own independent inspector stated there was no oil in the vehicle and the oil that was collected on sample was black and dirty this was two weeks after the oil change was performed or the supposed oil change I would like to mention that the mileage put on the initial receipt on the date of initial service was completely in accurate and were trying to explain that that I had photos of the odometer Showing the correct mileage I was told no that he only went to facts Even though the information collected at their store was an accurate the person who helped us the day of the said oil change even stated that it was their very first day and they didnt know th
Business Response
Date: 10/06/2022
*********************, Market Manager for ACE in ***** did indeed send out a denial letter. This was sent after Accurate Mechanical Inspections (3rd party ******************* sent in their report on 9/9/2022. The cause of failure on this report reads: "Internal engine failure, most likely due to a run low on oil There is no evidence to suggest that the oil change service performed was improper. The vehicle has high mileage (over ******* miles) and could possibly be consuming oil." The inspection report also states that it does not appear that the owner tried to protect the vehicle from further damage once the failure occurred. Over 30 days had passed before customer notified ******************** and filed a claim.
ACE Jiffy Lube is standing by *********************' decision.
Initial Complaint
Date:09/18/2022
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.
Jiffy lube neglected to put oil back in my engine during an oil change on 8/30/2022 , I called them immediately from my driveway when I got home. I told them there was no oil in my engine. The manager assured me that couldn't happen, that either I was misreading something or maybe they didn't put enough oil in to register, but he assured me there was oil in the engine. He asked me to drive back so they could look. I told him I wasn't comfortable starting the engine again. He assured me again there was oil in the engine so I did what he said. When he looked he found no oil in the engine as I had stated. He told me to take my car to my dealer ( this is a new car. 1st oil change,) as soon as possible and jiffy lube would cover all costs of whatever my dealer advised. I took car next day. My dealer cleared all alarms and re did the oil change. They said everything seemed okay for now, but there may be damage. I gave jiffy lube the receipt. They sent me an email requiring me to absolve them of all future liability in order to get them to reimburse me . The manager said nothing about that. Just bring him the receipt and I would be reimbursed. I'm worried a problem may arise in the future. My dealership knows the engine was run with no oil, will my warranty still be valid? I don't know. When I trade in my car how much value will it lose with that information on its record? And jiffy lube wants me to absolve them of all future liability in order to pay me back the money my dealer charged me. They should be ashamed. I've been a customer of theirs for ************************************ my new car during an oil change. Charge me for it, send me home, and now they don't want to be responsible for future damage. There may be damage that doesn't show up for months or years. This is bad business. Now I also will have the cost of an attorney.
Business Response
Date: 09/21/2022
I spoke with ****************** last night. He lives in ******** and went to a Jiffy Lube in ********. The BBB sent this complaint to Atlantic Coast Enterprises LLC dba Jiffy Lube. You sent this to the wrong franchise. Can you please close this case and remove it from our BBB page? Our stores are located in *******, SC and Mass.
Thank you.
Customer Answer
Date: 09/21/2022

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,

*****************************
Initial Complaint
Date:09/12/2022
Type:Service or Repair Issues
Status:
AnsweredMore 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.
I came to Jiffy Lube *********************************** on Monday August 15 for an oil change. I was told my back brakes needed to be changed but I was hesitant because I was in a rush. They told me ****** and ***** will work on my car and it would only take 20 minutes. After 45 minutes of waiting, they tell me theyre still waiting for autozone to drop off my brakes. Why would they offer me a product they dont have knowing Im on a time crunch? I end up spending $1663.67. I was told only my back brakes needed to be changed but they ended up changing both without confirming with me so now Im stuck with the bill. They take my car for a test drive to make sure everything works. When I finally leave 2 hours later, I call back immediately because my car is smoking and making weird noises. I was told that thats normal because theyre new. The clicking sound I hear starts getting worse and worse so I decided that I needed to come back in because my car shouldnt be driving worse after I spent over $1600 to fix it. ******* tells me that the brakes ****** put on my rear tires on Monday were defective. I told them I was planning on going on a road trip and thats why I came in to get an oil change. The fact that they would put my life at risk and put on defective brakes is absurd. *** spent over 5 hours at jiffy Lube this week and over $1600+ on top of the money Im losing from not being able to work.This is my second time filing a complaint because during the time I've spent waiting for a response, I've been driving in silence to really hear my car. The breaks that were replaced in the front are still making noises. I was informed by ***************************, a Jiffy Lube employee that the mechanic lied to me on August 15th because no smoke or smell should've been coming from the brand new brakes that were just replaced. I am now asking for a full refund so I can go elsewhere to get my car serviced correctly so i don't feel like my life is at risk every time I drive my car.
Business Response
Date: 09/27/2022
I personally spoke with **************** numerous times. I coordinated and had her go to out location in *****, **. Our ASE technician did some minor adjustments and test drove her vehicle along with the assistant store manager and the store manager. The brakes on this vehicle are now performing as they should be and the vehicle is safe.
Thank you.
Initial Complaint
Date:08/26/2022
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 08/10/2022 an oil change service was completed on my 2009 **** F-150, ** tag B5MBS, at the cost of $116.39. An employee of the business, Jiffy Lube located at **********************************************, informed me there was difficulty removing the oil pan plug and claimed the oil pan was stripped because of over tightening during the previous service. My receipt documents the oil pan threads were damaged. The prior oil change service was completed on 12/31/2021 at the same location. The service prior to that one was completed on 05/07/2021 at the Jiffy Lube located at 130 ************************* (same owner). On none of the prior receipts have any documentation mentioning any damage to the oil pan threads. The same Jiffy Lube employee stated the oil pan was not leaking but would need to eventually be repaired. I drove the vehicle home to discover a large puddle of oil underneath my vehicle. I took a video and photographed the leak (with date & time stamp). The vehicle was then taken to *************, located at ***********************************************************, and an oil pan replacement was completed for the cost of $813.89. I contacted Jiffy Lubes customer ********************** on **/**/2022 and I was advised I would receive a call back within ***** hours. I did not receive a response. I called multiple times and had my case resent to them, case number ********. The customer ********************** representative advised the business was privately owned and customer ********************** only assisted with sending the business my information. As of 08/26/2022 I have yet to receive any contact from the business.
Business Response
Date: 08/30/2022
I just left a voice mail for **************** and asked him to call me back at **********************. We will resolve this issue.
Customer Answer
Date: 09/02/2022

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. The business had contacted me and resolved the issue. I appreciate the business quick response and working with me to resolve the problem.

Sincerely,

*****************************

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ACE Jiffy Lube is NOT a BBB Accredited Business.