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:01/03/2023

  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 3/17/22 I purchased a used vehicle and went to Jiffy Lube for an inspection. I was told by Jiffy Lube that I would need front and rear brakes. I had them do the breaks, along with an oil change, the inspection, and change the wiper blades (I have uploaded the invoice). The day after Thanksgiving I drove my vehicle to Florida to leave there for me to drive when I am there at my sister's house. My sister was driving it in December and said it was making a noise. She brought it to a repair shop that she uses. She was told it needed rear brakes. She was told they were metal on metal. She had the brakes replaced. I called the repair shop and told them I had both the front and rear brakes replaced in March. They wrote on their invoice that the front brakes were fairly new but the rear brakes were metal on metal. The rear brakes were not replaced at the same time as the front. (I have uploaded this invoice) I went to Jiffy Lube and brought my invoices and showed them that I had to replace the rear brakes. The manager was very rude and just kept repeating we replaced the brakes. I said they couldn't have been replaced because they would not have to been replaced so quick. He said they do have a 12,000 mile warranty and my vehicle was 98,190 when I brought it to Jiffy Lube in March and my vehicle had 108,386 when it was brought to *** ***** ********** on 12/20/22. They refused to refund $369.99 for the rear brakes. I called corporate and they had me talk to the district manager Bob, he said if I could get the parts he would give me a refund. By the time I spoke to him it was a few days after the repair. The repair shop had a pile of parts but they did go through the pile to find the pads and rotors with their part numbers from their invoice. They could not locate them. If they were never done by Jiffy Lube there would be no pads or rotors with the part numbers. I asked the district manager Bob from Jiffy Lube to call the repair shop but he refused.

  Business Response

  Date: 01/16/2023

  Customer had work done at our shop. Drove to Florida and many miles after had repairs done some where else. We never had a chance to look at the issue and driving to Florida most likely put stress on the car and calipers may have seized. We have no way of knowing so we denied this claim.

  Customer Answer

  Date: 01/17/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: Jiffy Lube states they have a 12,000 mile warranty on brakes.  The vehicle had not gone over the warranty mileage.  As stated in their invoice I had both front and rear brakes done, and as stated in the invoice from the second repair shop the front brakes were still like new but the rear brakes were metal on metal and could not have been changed at the same time as the front.  I want reimbursement for the rear brakes.

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

  Business Response

  Date: 02/06/2023

  Customer can email me why she thinks we should refund and how much. Please include the repair bill from shop and Jiffy Lube invoices.

  I will review and respond to customer. Please close the BBB. ***********@tfgflp.com

  Customer Answer

  Date: 02/20/2023

  
  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.  They have agreed to refund me for the cost of the brakes i paid to the repair shop in Florida
  
  Sincerely,
  
  ***** *******