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:05/21/2024

  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 March ******* I took my car to Jiffy to have the thermostat and radiator serviced and two months later my car overheated and was towed to another shop after giving them the opportunity to resolve the issue. Upon my car arriving to the shop it was place on a diagnostic and the two things that jiffy lube was supposed to do was the only two things that came up wrong. I'm asking for a full refund back to me of $425.37 and my towing fee of $65.00 for a job that was not done right. I had to get a new radiator and a new thermostat all over again causing more money. I have receipts from both shops and a mechanic that state the job was not done right. Please return my money back thank you.

  Business Response

  Date: 06/10/2024

  This is the first we are seeing this. I am not sure if the original contacts were emailed or mailed, but today is the first time reviewing this. I will research the customer complaint and respond with an answer after I have time to research the allegations. Thank you. *** ******

  Business Response

  Date: 06/10/2024

  Good afternoon.

  My staff absolutely remembers Ms. ****** She came into our shop requesting that we replace her alternator (actually notated on her invoice). This was an unusual request from a consumer, which normally means she had the issue diagnosed somewhere else. We did not perform any diagnostic service on her 2008 ***** Civic with ******* miles.

   We "did not" replace her radiator. We only replaced her thermostat per her request and her thermostat gasket. We also performed a coolant exchange because we had to after replacing the thermostat and gasket. 

  The customer then drove the car for two (2) months. It appears that the thermostat was not the issue, and the customer had a repair facility replace the radiator. We performed the services requested by Ms. ***** and the ultimate failure of the radiator was not attributable to our service.

  We would be happy to refund Ms. ***** for the thermostat and gasket we installed in the amount of $39.98 ($29.99 + $9.99)

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21739700
  
  I am rejecting this response because: I did not come in for an 
  alternator I came in to have the thermostat  and radiator services please check the invoice again it's states that there was a quality inspection done by *. *******, so obviously they have me mix up with someone else I never stated I needed an alternator and I would like a full refund cause what they did took an hour and my car was done and you guys charged me $260.00 for labor and when I called to report that I felt the job was not properly done, you all wanted to charge me for a whole new radiator without even seeing the car I feel like this wouldn't never happen if the job was done right. If there was a hole in the radiator you guys should have stop the job and informed me that there was another issue.
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/12/2024

  Good morning.

  The first paragraph of our response erroneously used the word alternator. We apologize. But the second paragraph clearly references the thermostat and gasket, which also matches the work referenced of Ms. ******* invoice. As previously stated, this work was requested by Ms. ****** We did nothing to the radiator during our service.

  It seems clear that her problem turned out to be the radiator, as she had to have it replaced two (2) months later. Yes, her vehicle was QI'd by our Mr. ******* and at that time her car was operating properly.

  We are, however, empathetic to Ms. ******* situation and will agree to refund one (1) hour of labor ($130.00), in addition to the thermostat and gasket.

  Thank you.

  Customer Answer

  Date: 06/17/2024

   
  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,
  
  ***** *****