Complaints

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:02/11/2025

  Type:Customer Service 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 01/29/25 I went into Jiffy Lube for an oil change and also asked them as to why my check engine light was on. They then told me that they can check it for me for $60 and if I let them do the work on the problem they take it off. I agreed and they came back to tell me the problem and that it would take 1-2 hours. I then told them I had to go to work but if its okay to drive I can come back the next day to get it done not realizing the severity of the issue I had. They agreed as long as I bought the parts from them that I can come back and all I would need to pay was the labor. As I was in a rush to go to work i agreed and upon paying for the parts they seemed to had made a mistake and needed to charge me an extra $100. I figured mistakes happen and I let that go then got to work in ******** peacefully. After work on my way home my car started to smoke and died on the side of the highway. I waited for a tow and didn't end up getting home until 2am. The next day I called the store and explained to them what happened and that if they told me it was a serious issue i would have waited the 1-2 hours i would have missed from work. They did not care at all and assured to me that I could only get the work done at that jiffy lube and its non refundable. Now I had to take an entire day off, get another tow from my house in dc all the way to ********* and only to find out that the last present my grandmother gave to me is now dead and needs an entire new engine. between the $274.64 I spent at the jiffy lube, the two tows it took me to get back there, and the day of work I missed because of their incompetence I am out an entire car and $1,200. The only thing they did right was let me keep my car on the property until a salvage yard took it out of my ownership. I am upset as all of this could have been avoided if they just told me the severity of the issue and asked me to wait. I have contacted jiffy lube support twice with no answer so I bring my problem to you.

  Business Response

  Date: 04/04/2025

  Mr. ********* brought his vehicle a 2003 ******* Elantra with ****** miles to the Jiffy Lube located at **************************************************************************** on 01/29/2025 for an oil change and to diagnose a over heating problem and his check engine light being on .

  It was discovered at the time his vehicle required a new coolant temperature sensor (that helps regulates the temperature of the engine coolant by turning the engine cooling fan on and off   and a coolant thermostat that slows coolant to flow through the motor .

   

  He then stated He could not do it today and he would return tomorrow. He was informed verbally that it WAS NOT A GOOD IDEA to drive the vehicle and he then asked if the coolant was filled up (as indicated on the invoice).

   

  The Manager explained that the store would have to order the parts for his vehicle and that they were NON REFUNDABLE and he would have to pay up front for them and upon his return when he was going to have the work done ,he would have to pay for labor .

   

  On 01/31/2025 Mr ********* called the store and stated he broke down and wanted the manager to come to ** and perform the work ,He was told he had to have it towed.

   

  After being towed back to the Jiffy Lube it was discovered as documented on a separate invoice that there was now a hole in the radiator  ,no coolant in the vehicle and the motor severely damaged due to extreme loss of coolant .

  The vehicle is now in need of a new motor due to Mr ********* driving a vehicle that distance with a known cooling system issue this is simple common sense to not drive a vehicle with a known coolant issue as he was doing prior to the service we provided on 01/29/2025.

  After informing Mr. ********* of the damage he caused by continuing to drive the vehicle with a known diagnosed cooling system issue .

  Mr *********  was asked if he wanted his parts by the store manager and Mr ********* stated what am I going to do with those!

  Mr ********* has also called our customer ********************** hot line and the manager also stated that his parts that he paid for are at the store waiting for him to get them.

   

  To date 04/04/2025 Mr ********** parts are still at the store waiting for him to pick up

  We cannot refund him for parts (especially electrical parts ) that we cannot return or hope we maybe able to sell to another customer having the same issue with the same year / make/ model vehicle.

   

  The $274 refund Mr ********* is requesting is for the

  $44.99   oil change

  $4.99    new engine oil drain plug

  $9.98    engine coolant

  $19.99  engine air filter

  $89.95 coolant temperature sensor

  $89.99 coolant thermostat

  $14.75  state tax

   

  We declined Mr ********** request or any liability because we do not feel as though we were negligent in regards to MR ********** vehicle . Our Nationwide warranty indicated on the back of our Jiffy Lube invoice clearly states that if a customer declines repairs and or operates the vehicle that will further cause damage to the vehicle will  void warranty

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 22923842
  
  I am rejecting this response because: I am rejecting Jiffy Lubes response and maintaining that they are at fault and have liability for what happened to my car.

  I am asking for compensation for everything that I was charged for. My
  car broke down the day after it was serviced because I was not informed
  that it was unsafe to drive. Jiffy lube is stating that they told me it
  was not ok to drive but this is simply not true. I was not told this,
  and if I were, I would not have driven the car. I use this car daily to
  get to my job. It would be incredibly stupid to jeopardize my only mode
  of transportation and making a living. To suggest that I would ignore
  professional advice and drive my car knowing it was unsafe to drive
  implies I have no common sense.
  
  I am filing this complaint with
  BBB specifically because they failed to let me know the car was not safe
  to drive and as a result, I lost my car of ten years. There is nothing
  stated in the invoice I provided, and the other document they sent is a
  document I have never seen or received before, but even if I had, its
  not stated in this document either. The invoice I provided is the only
  one I was given. I was not told in writing nor verbally that the car was
  unsafe to drive. If I were informed of that, I wouldnt have driven it,
  point blank.
  
  Additionally, I was not ever offered the parts
  back. This is a lie too. I do not understand why this ****************
  is going so far to avoid accountability. I just wanted my car to be
  repaired and in working order so I could use it to get to work, and
  instead my car was damaged beyond repair due to Jiffy Lubes negligence. I
  spent money on parts that they cant use, and they cant use the parts
  because they failed to tell me that driving was unsafe. I spent money on
  labor that was for nothing because the car was damaged beyond repair. I
  spent over $300 on tows once my car did break down. I also missed an
  entire day of work because I no longer had a car. I had to take out a
  personal loan to purchase a used car once it became clear my car was now
  inoperable. Overall I have spent thousands of dollars on this mess and
  Jiffy Lube is responsible and accountable for what happened to my car.
  All I am asking for is a refund for the parts and service. Please hold
  this company accountable.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 04/11/2025

  Good Morning 

   

   

  Our position stands firm in regards to Mr ********** request.

  He knowingly drove his vehicle from Dc to ********* and back with a Check engine light on and sought a diagnostic due  the check engine light being on and the vehicle was "OVERHEATING" as he stated 

  (  we charge a $60 diagnostic fee -this fee was waived due to his agreement to get the repairs done) 

  Mr ********* arrived to the store with a known PRE-EXISTING ISSUE AND Mr ********* INQUIRED UPON LEAVING THAT HIS COOLANT WAS FULL -SO THAT HE DOESNT OVERHEAT.

  Mr ********* was told by the store manager he can get the repairs done today and Mr ********* stated he could not because he had to go back to work .

  Mr ********* was offered his parts that he was required to purchase because they are NON-REFUNDABLE ONCE WE ORDERED THEM

  He stated to the manager "what am i going to do with them now ?"   -- therefore The parts Mr ********* purchased are still at the store because MR ********* refused to take them 

  The Oil change , the air filter , the parts purchase and the antifreeze top off did not cause his vehicle to overheat ,

  Mr ********** stated he had to go to work and declined the repairs at the time .

  Therefore we were not negligent in our service and we actually diagnosed his previously inquired over heating issue 

   

  sincerly

  **** Nelson 

  District Manager 

  Business Response

  Date: 04/14/2025

  Our position stands firm in regards to Mr ********** request.
  
  He knowingly drove his vehicle from Dc to ********* and back with a Check engine light on and sought a diagnostic due  the check engine light being on and the vehicle was "OVERHEATING" as he stated 
  
  (  we charge a $60 diagnostic fee -this fee was waived due to his agreement to get the repairs done) 
  
  Mr ********* arrived to the store with a known PRE-EXISTING ISSUE AND Mr ********* INQUIRED UPON LEAVING THAT HIS COOLANT WAS FULL -SO THAT HE DOESNT OVERHEAT.
  
  Mr ********* was told by the store manager he can get the repairs done today and Mr ********* stated he could not because he had to go back to work .
  
  Mr ********* was offered his parts that he was required to purchase because they are NON-REFUNDABLE ONCE WE ORDERED THEM
  
  He stated to the manager "what am i going to do with them now ?"   -- therefore The parts Mr ********* purchased are still at the store because MR ********* refused to take them 
  
  The Oil change , the air filter , the parts purchase and the antifreeze top off did not cause his vehicle to overheat ,
  
  Mr ********** stated he had to go to work and declined the repairs at the time .
  
  Therefore we were not negligent in our service and we actually diagnosed his previously inquired over heating issue 
  
   
  
  sincerly
  
  **** Nelson 
  
  District Manager 

  Customer Answer

  Date: 04/14/2025

   
  Complaint: 22923842
  
  I am rejecting this response. My complaint is as follows: I was not told my car was unsafe to drive, and I was not told my car would suffer irreparable damages if I drove it. That is the job of the professionals I am consulting. They are supposed to inform me if my car is safe to drive or not. If they had done so, I would not have driven it. They did not inform me I should not drive my car, yet they knew I shouldn't. They need to be held accountable. BBB is supposed to protect consumers like myself from corporations like Jiffy Lube taking advantage of us.

  I DID NOT KNOW I SHOULD NOT DRIVE MY CAR. I WAS NOT INFORMED BY JIFFY LUBE THAT IT WAS UNSAFE TO DRIVE MY CAR. That is the thing they should have done, and that is the complaint I am making. I am not complaining that my car overheated, I am complaining that they did not tell me not to drive it. Because they failed to inform me of this, my car is damaged beyond repair. They are liable. They should be held responsible for the charges I listed out in my previous message. I am hoping that BBB will advocate for me, as Jiffy Lube will clearly not take responsibility on their own.

  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:02/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Sunday January 29th Between 1-2pm I took my car to Jiffy Lube for an oil change. I was familiar with the employee that provided the service. He worked on my vehicle and I gave him the money but no receipt was provided. The next morning the engine began making a knocking noise which I knew was a result of the oil. I went back to Jiffy Lube January 30th and spoke to the employee that worked on my car the day before and explained the issue. The employee said that there was nothing wrong with my car and then had another coworker perform an oil change on my vehicle at an attempt to cover himself. The same night I was on my way home and it cut off in the middle of the highway. I then had to pay to get my car towed to the same Jiffy Lube. January 31 I went to go speak to a manager and he said there was no record of me getting an oil change there. They informed me that because there wasn’t a record of my oil change that it didn’t fall on them. I tried my best to come to a mutual agreement with Jiffy Lube but they refused. I am assuming that the employee pocketed the money for himself and that’s why there wasn’t a record. Is there anyway someone could please contact me at their earliest convenience so I could explain better