Complaints

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• Initial Complaint

  Date:06/17/2024

  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.

  6/21/24 work order #**** $83.00 for oil change. an oil change. i went for an oil change and they forgot to put the oil back in. i drove it for a couple of days a put of quart of oil in myself. since it was just (changed) on 6/4/24 the engine was sounding rough i checked it and the dipstick was dry i put 2 quarts of oil in and the next day took it back to jiffy lube where they replaced my 2 quarts with six quarts. and was told that if there was any sludge in the engine thats probably what saved it. since then my engine has been driving rough until 6/15/24 when a very loud knock came from the engine and the oil pressure light came on. contacted jiffy lube on 6/ 16/24 and was told by ***** ****** they would dispute and deny fault. the manager stated he would call the owner and i asked for that number and instead he gave me the district mangers number *** ******, whom i have tried calling 2 times and left a voice mail.

  Business Response

  Date: 06/18/2024

  I personally spoke with Ms. ***** yesterday afternoon and advised her at that time I would speak with my store manager, ***** ******, and My District Manager, **** *****, and gather the facts and get back with her today.

  Ms. ***** is alleging we did not put oil back in her 2013 ****** Sienna after her oil change on May 21, 2024. She returned to us June 5, 2024, experiencing issues with her vehicle. First, it would be absolutely impossible for Ms. ***** to drive her vehicle for approx. two (2) weeks (May 21 - June 5) with no oil in her car. Second, on her invoice dated May 21, 2024, invoice ********, there are two (2) important notations; "oil level upon arrival - no reading" and "service comments - oil filter was solid with sludge". These two conditions would contribute to the engine not being cooled and lubricated as it was being driven, which would lead to internal engine damage.

  Unfortunately, Ms. ***** did experience a catastrophic engine failure. But it was not attributable to our service, but rather the mileage and condition of the vehicle and apparent lack of proper maintenance.

  We are empathetic to her situation, but the engine failure was not the result of or attributable to our service on May 21, 2024.

  *** ******, Owner

  Business Response

  Date: 06/21/2024

  I personally spoke with Ms. ***** yesterday afternoon and advised her at that time I would speak with my store manager, ***** ******, and My District Manager, **** *****, and gather the facts and get back with her today.

  Ms. ***** is alleging we did not put oil back in her 2013 ****** Sienna after her oil change on May 21, 2024. She returned to us June 5, 2024, experiencing issues with her vehicle. First, it would be absolutely impossible for Ms. ***** to drive her vehicle for approx. two (2) weeks (May 21 - June 5) with no oil in her car. Second, on her invoice dated May 21, 2024, invoice ********, there are two (2) important notations; "oil level upon arrival - no reading" and "service comments - oil filter was solid with sludge". These two conditions would contribute to the engine not being cooled and lubricated as it was being driven, which would lead to internal engine damage.

  Unfortunately, Ms. ***** did experience a catastrophic engine failure. But it was not attributable to our service, but rather the mileage and condition of the vehicle and apparent lack of proper maintenance.

  We are empathetic to her situation, but the engine failure was not the result of or attributable to our service on May 21, 2024.

  *** ******, Owner

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21861298
  
  I am rejecting this response because: i put a quart of oil in my van two days after because there was smoke coming from my exhaust. which was not happening prior to may 21st. and then again i placed 2 quarts on the 4th of june which is what they were able to drain out. on June 5th. i have no oil leak. i did not see the oil filter this time. normally the guys at this jiffy lube are on top of things. they have always showed me things or pointed them out if there any issues. That's  why on the 5th of june they put 6 quarts of oil in my van. He stated he saw no issues and and there were no leaks. i was told on the fifth that if I had any problems due to this.  to bring it back or call. i did and  was immediately told that it was not jiffy lubes fault. 
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 06/25/2024

  the vehicles engine has not blown. it is still drivable. so its not an engine failure. and he is correct. thats why i put THREE QUARTS total of oil in the van my self. his employee even stated that IF there was any sludge in my engine that's what saved my engine. and of course that fact that i checked it an put oil in myself.

  Business Response

  Date: 06/26/2024

  Although the customer claims the vehicle is still drivable, she has experienced an engine failure. The vehicle is burning oil and the oil filter is sludging up. It is just a matter of time before the engine fails. As we indicated in our first response, the vehicle came into our service center with NO oil in the engine and the oil filter full of sludge. This is not normal and indication of prior existing issue. Our oil change did not cause the problems she is experiencing. 

  Again, we are empathetic, but cannot accept any liability for a preexisting condition.

  Business Response

  Date: 06/26/2024

  Although the customer claims the vehicle is still drivable, she has experienced an engine failure. The vehicle is burning oil and the oil filter is sludging up. It is just a matter of time before the engine fails. As we indicated in our first response, the vehicle came into our service center with NO oil in the engine and the oil filter full of sludge. This is not normal and indication of prior existing issue. Our oil change did not cause the problems she is experiencing. 

  Again, we are empathetic, but cannot accept any liability for a preexisting condition.