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Business Profile

Auto Lube

Jiffy Lube Service Center #278

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:10/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 9/5/24, I received an oil change from this Jiffylube which I've done multiple times prior. When I left the business I did not notice any issues with my SUV and only went to a few local places including home. The next day on Friday, 9/6 in the afternoon I had to see a patient in a downtown hospital which required me to take the 83 Beltway. While on the beltway every time I attempted to accelerate my car shook tremendously and it felt as if something was falling out of the bottom. I have a 2023 ****** Rogue which was delivered to me off the showroom floor, and less than a year old. As the car shook, something started to drag at the bottom which was caught in a pothole or something that caused it to stall in the middle of 83 during a high traffic flow. I nearly lost control of my SUV. I had to pull over and when I parked the car I saw something black hanging. I could not get an appointment with ****** until Monday, 9/9 therefore I could not drive my car for the weekend. When my car was serviced at ****** they found that 12 clips from the splash shield were not put back on the car after the oil change. While at the ****** center, I called Jiffylube and spoke with the manager ******, he asked me to bring proof of the repair and then I would be reimbursed for the repair. He took all my original documents claiming not to have a printer and also stated the person who had the authority to reimburse me was in the hospital. Since, September I have been calling and speaking with ******, he has told me the boss was leaving a check every time I call but I have not been reimbursed for the expenses to repair my car. Despite almost having car accident on 83 I have only asked for reimbursement of $178.27. After no success with the manager ******, I looked up the business and began to contact the **************** that owns the Jiffylube. I have left several messages and called multiple times which no one ever picks the phone.

    Business Response

    Date: 10/18/2024

    Good Morning 

     

    My apologies I was away on Vacation 

    Ms. Mccrays reimbursement check for her damages were processed and mailed on 10/11/2024 to ***************************************

    Check # ****** (I've attempted to attach a copy of the reimbursement check -not sure if it worked)

    Please contact us if the check has not arrived !

    sincerely

    **** ******

    District Manager 

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

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

  • Initial Complaint

    Date:06/29/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 had no problems with my car’s engine and original spark plugs for over 7 years and 134,819 miles.

    On May 24, 2023, Jiffy Lube Cockeysville recommended that my original spark plugs be replaced based on mileage. Jiffy Lube Cockeysville removed the original spark plugs, supplied the new spark plugs, and installed the new spark plugs. Jiffy Lube Cockeysville did not identify any issues with my engine, original spark plugs, or new spark plugs at the time of the replacement.

    While driving on June 10, 2023, my car lost power and acceleration, it started to shudder, and the Check Engine light came on. This occurred after only 17 days and 1,445 miles of driving after Jiffy Lube Cockeysville had replaced my spark plugs.

    On June 15, 2023, ******** ******* ****** determined that one of the spark plugs supplied and installed by Jiffy Lube Cockeysville had cracked (the ground electrode and parts of the insulator tip cracked off) and fell into the engine. The spark plug failure caused my engine to lose power and acceleration and start to shudder. The cracked pieces of the spark plug scored the engine cylinder resulting in a loss of compression. (Images from ********* scope of the engine can be provided) Consequently, ******** ******* ****** has recommended the engine be replaced.

    The spark plug failure resulted from: (1) a defect in the spark plug; and/or (2) incorrect installation of the spark plug (e.g., accidentally dropping the plug causing it to crack, under torquing the spark plug causing it to overheat and fail, over torquing the spark plug causing it to overheat and fail, etc.).

    Jiffy Lube warrants their repair services, and Jiffy Lube is responsible for the consequences of the spark plug failure after only 1,445 miles and 17 days in service.

    Jiffy Lube is claiming they are not responsible for the damage caused to the engine.

    Business Response

    Date: 07/14/2023

    Good Morning 

    Our Apologies for the delay in response to this matter. However, this particular issue isn't so easy to determine the cause of failure in regard to Mr. ******* vehicles engine failure due to its unusual nature.

    Mr. ***** is well aware that we sent our mechanic, and the district manager to inspect his vehicle at the dealership. 

    At that time, we told him we were going to send out a 3rd party vehicle inspector to inspect the vehicle and try to determine the cause of failure.

    Mr. ***** was told at this time we were going to send the 4 spark plugs back to NGK (spark plug manufacture) for analysis and we were at the mercy of their investigative /research department to be able to analyze and determine cause of failure.

    I have attached the results of NGK's investigation received on 07/13/2023

    it was determined that the spark plug application, the spark plug installation, or any defects of any kind was found to have caused this type of damage to Mr. ******* motor. 

    It was determined that Mr. ******* motor caused the damaged to the newly installed spark plugs that occurred roughly 1400 miles after installing.

    The issue was due to his combustion chamber in which spark plugs ignite the fuel /air mixture to make the engine operate. it was stated that the electrode melted and fractured the nose of the insulator, this condition is due to poor quality of fuel and oil intrusion.

    The broken piece Mr. ***** is referring to, is called thermal shock from cold fuel being introduced to an overheated spark plug which caused it (Ceramic piece) to break off or fracture. 

    Based on these findings we do not accept any liability for Mr. ******* engine damage 

    Sincerely

    Bill ******

    District Manager

  • Initial Complaint

    Date:08/11/2022

    Type:Product Issues
    Status:
    Answered
    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.
    **see attached**

    Business Response

    Date: 10/18/2022

    Business Response /* (1000, 8, 2022/08/26) */
    Good evening **. ******* came in, for a engine flush. When doing a engine flush, you have to put chemicals in with the oil, to clean the engine. The service usually takes about 15 minutes total. 8 minutes in total to flush the engine. And the remaining time is for the new oil change. When flushing the engine that oil is completely dirty. aAd it has chemicals in it, that requires to be drained. That oil can no longer be used, not even the oil filter. The only option is to put new oil in afterwards. That was explained to the customer. And that's the only way a engine flush can happen. If we was to leave the contaminated oil in there it was cause the engine to malfunction and die. Our service with flushing a oil change. Is to do a oil change after which is explained before service. We didn't do anything but our job. Can you please close this case.

Jiffy Lube Service Center #278 is NOT a BBB Accredited Business.

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