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:08/14/2023

  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.

  February 24, 2023 $930.00 Front brakes/rotors - 2 new front tires My FRONT BRAKES GAVE OUT while I was driving July 9, 2023 I reach out to both the actual location and their parent company and nothing has been done - I have attached all documentation sent below

  Business Response

  Date: 09/01/2023

  We are in receipt of your letter dated 8/31/2023, and although it indicates this the second attempt, this is the first correspondence we have received from the BBB and we appreciate the opportunity to respond.

  Our service center did service Ms. ****** 2008 ***** on February 24, 2023, at ******* miles and replaced two (2) tires and her front brakes. On July 18, 2023, she contacted our Franchisor, Jiffy ******************, with her complaint, five (5) months after our service. Our District Manager immediately investigated the allegation and responded to Ms. ******* The bolts that we allegedly zip tied, were not even bolts necessary to remove to replace the front brakes. In addition, our DM tried to explain that the brake lines that failed are wearable items that are subject to degradation over the years and may eventually leak. Had we damaged them at the time of our service, they would have leaked immediately and not 5 months later. Ms. ****** vehicle is 15 years old with approx. ******* miles on it at the time she contacted ***. It is certainly plausible the brake lines had run the course of their useful life and simply began leaking. Ms. ****** has taken the position that it "must have been us" and that we are just trying to deflect and "Man Splaining" to her. That is not our intention at all. We researched the claim and concluded that based on the time from our service, and the fact that bake lines due weather and fail over time, that our service 5 months earlier were not contributing factors to what she experienced with her car.

  We are empathetic, but cannot conclude this liability is ours.

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20465342
  
  I am rejecting this response because: Jiffy Lube is THE ONLY establishment that serviced my car the entire 2023 and for them to say it's a wearable item - I have never had brakes go COMPLETELY OUT WHILE DRIVING, so their response is unacceptable!  The zip ties he mentioned were not there BEFORE they serviced the car and if they were, they should have been bought to my attention AT THE TIME OF SERVICE and they were not!! The DM was rude and quick to not take blame for this but never once did he speak on the fact that my car has not been serviced by ANY OTHER ESTABLISHMENT the entire  year, but this happens after my 2nd visit to them! I feel like I was taken advantage of because I AM A WOMAN and since the DM did not personally work on my car, he cannot say what was and wasn't done!!! I paid over $1600 between Jiffy Lube and having the repairs done PROPERLY after the brakes went out and I feel like they won't own it!! 
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 09/06/2023

  As you have stated, the object here is not to go back and forth. We can appreciate Ms. ****** position, but we simply do not agree with her conclusion. Our service was done five (5) months prior to her vehicle's issues. When the brake lines leaked the brake fluid, that would cause the vehicle to have no braking ability. And if we would have damaged the lines during our service, the fluid would have leaked long before 5 months. There is nothing here for us to "own".

  57% of our customers are women. For her to contend we took advantage of a women insults the intelligence of all women. We serviced Ms. ****** vehicle in January where she had multiple services done; to include an oil change, air filter, cabin air filter, tire rotation and radiator service with no issues. She then returned in February for additional services. We have owned and operated the ********************************* Lube for 30+ years and recognize that the success of our business in the community is our commitment to meeting customer expectations and acknowledging when we do make mistakes. Unfortunately, the facts in this instance do not support the issues she experienced in July were from our services in February. 

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20465342
  
  I am rejecting this response because: they will never admit their wrong doing and I will never be okay with that! They have several reasons why they are not responsible, but I have owned several cars and I have NEVER had this happened to me! There is NO VALID reason aside for this establishment caused this issue if THEY DID THE ***** BRAKES and are the ONLY place I've taken my car for ***** BRAKES!!! It doesn't matter the age of the car! And they definitely are responsible for those zip ties as well! So NO I do not accept their response because THEY ARE LYING! 

  Thank you for your assistance in this matter, no need for a reply beyond this because they continue to double down on their LIES!!!
  
  Sincerely,
  
  ******** ******