Complaints

This profile includes complaints for Jiffy Lube #3161's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Jiffy Lube #3161

  3520 Calle Cuervo NW Albuquerque, NM 87114-9220

• 

  Jiffy Lube #3161

  4023 Cerrillos Rd Santa Fe, NM 87507-2916

• 

  Jiffy Lube #3161

  151 Alameda Blvd NW Albuquerque, NM 87114-2136

• 

  Jiffy Lube #3161

  9386 Coors Blvd NW Albuquerque, NM 87114-4006

• 

  Jiffy Lube #3161

  1721 E 20th St Farmington, NM 87401-4398

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:12/04/2023

  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.

  I took my car in for service at the Jiffy Lube at **** **** **** *** ************ *** ***** location on 10/25/2023 to get my oil changed. Upon entering and leaving the location I hadn't noticed anything immediately obvious about any damage to the underside of my vehicle and neither did any of the staff (also corroborated by their surveillance cameras, according to them). After many hours of driving however, in Oklahoma, I stopped at a hotel to check to see if there were any vacancies. That's when I noticed the two plastic pieces dangling from beneath my vehicle as I was able to see the front of my vehicle. I pulled over to a nearby filling station (where there was more light) to take some pictures. I had stopped to re-fuel several times up to that point but I had not seen the front of my vehicle so I'm unsure as to when the plastic pieces began to visibly dangle. I did notice however that my vehicle had began making periodic subtle, but obvious, clanking noises that would appear and disappear without any obvious provocation. At the time, I dismissed these noises as possible road-wear noises. I stopped for the night at a hotel and re-began my journey to Kansas (my final destination) with the hope that my vehicle would make the journey without any further issues. Unfortunately, the noises worsened as the plastic pieces (or at least one of them) began making constant contact with the road as I drove. Without a tool, I was forced to drive to several different places until I found one that had a tool capable of removing the plastic pieces so that I could continue my journey without issues (consuming an extra several hours of my time). It seems incredibly coincidental that the two plastic pieces began to dangle at the same time. I can only guess that perhaps screws were removed and not replaced and the plastics began to gradually succumb to their own weight. I began my journey in CA, then stopped in Albuquerque. I drove several hours right before the oil change.

  Business Response

  Date: 12/04/2023

  This customer was contacted by **** * who explained we do not remove the broken portion during an oil change and will not be refunding his service. The damage looks more like broken plastic from a road hazard. Please close this case out. 

  Customer Answer

  Date: 12/05/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Are these removed during any other type of service like to change the filters or the fluids? I've been going almost exclusively to different Jiffy Lubes to get oil changes and have other maintenance services performed according to the recommendations that I'm given.
  
  
  
  Regards,
  
  
  
  **** *********
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business Response

  Date: 12/06/2023

  No service we have performed would require removal of those. We are refunding anything at this time

   

  Customer Answer

  Date: 12/10/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Would the splash guards be removed for tire rotations?
  
  
  
  Regards,
  
  
  
  **** *********
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:11/02/2023

  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.

  They changed the oil on my car, overfilling it which caused the engine to fail. They refused to pay for repair.

  Business Response

  Date: 11/21/2023

  Mr. *********,
  
  We’ve received all your feedback, and the inspection
  performed from *******, and our position remains as ********* has expressed to
  you.
  
  We fully empathize with your situation, but the evidence
  speaks for itself.  The pictures on the attached report clearly show that
  what we are looking at is a severe lack of routine maintenance, not an
  over-filled situation, as accused.  Any mechanic will surely tell you
  this.  Having been in this business for over 33 years, I can assure you
  that the vehicle has not had regular oil changes.  The buildup you see
  doesn’t take place in a matter of months but over the course of many miles and
  years.  I understand that you haven’t had the vehicle very long prior to
  your service on 3/18/2023, which at that point you had a ‘temp-tag’, but the
  type of buildup you are seeing is not from the oil being over-filled.
  
  IF the crankcase is over-filled to the point where damage
  can occur, you will notice smoke coming from the tail pipe almost
  immediately.  There is no getting around this.  In addition, if a
  crankcase is ‘double-filled’, it acts as though there is no oil as the
  Crankshaft dips down into the oil, agitates it, and cause a ‘no-oil’
  situation.  This will lock up your engine.  I’ve seen this before
  over 20 years ago on a Honda Accord and it only made it 10 miles.  Being ½
  a quart to a quart may cause no noticeable issue or could cause a seal to leak.
  
  Regardless, the evidence presented along with the vehicle
  going over 4,790 miles, brings us to our conclusion and decision.
  
  Best regards,
  
  ****** ****

  Customer Answer

  Date: 11/22/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Although your assumption is that the car wouldn't travel that far the fact is it did. The seals are what would be the deciding factor in how long it would drive. Your staff of kids messed up and your giving a crap excuse to remove yourself from responsibility.  Avoiding doing the right thing is evident in your business practices. 
  
  
  
  Regards,
  
  
  
  ****** ********* 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:03/16/2023

  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.

  03/07/2023 car was serviced for an oil change
  Case #******** filed with Jiffy Lube Corporate toll free number.
  My wife’s car a 2017 Red Camaro was the one serviced at store #**** in Santa Fe NM.
  After oil change was completed and my wife had only drove it for about 15 minutes total her engine lights came on and her vehicles engine went into a limp mode. My wife immediately pulled over on a major interstate and had the vehicle towed at our own expense to our local mechanics shop here in Albuquerque NM about an hour and a half south of Santa Fe NM.
  Upon the mechanics inspection he came to a conclusion that the vehicle was started during the oil change process with little to no oil in the engine which damaged her engine beyond repair. My wife filed a case and after waiting several days without a call back or response we had to personally call in again today and have the matter escalated to a Jiffy Lube Corporate Manager. We received a phone call and were able to get our mechanic on the phone to explain the situation that the only way this type of extensive damage could have occurred was by driving the vehicle with little to no oil before the car was serviced by Jiffy lube which was not the case as per Jiffy Lubes own standard pre-check document provided after the oil change stated that engines oil levels were normal/satisfactory. Our mechanic then continued explaining that the only other explanation for the damage was that the tech(s) at Jiffy Lube must have started the vehicle during the oil change process by mistake not knowing the engines oil had been already drained causing the engine damage. Jiffy lube went on to say that after reviewing the shops cameras that standard oil change process was followed exactly and the damage did not occur at the time of the oil change. We are now currently in the process of getting the camera footage and determining if a lawsuit is the next coarse of action.

  Business Response

  Date: 05/22/2023

  We did a free diagnostic on the customers car and identified the problem for them. The customer agreed to the diagnosis after we proved it was not our fault. Customer agreed to have us repair vehicle which had nothing to do with and paid, vehicle is running properly and customer is happy.

• Initial Complaint

  Date:02/27/2023

  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.

  Feb 23 2023
  Paid for oil change/power steering top off
  After driving checked engine oil strip no oil present
  Also had to buy more power steering fluid
  No oil leak despite receipt

  Business Response

  Date: 02/27/2023

  called the customer on this he was nice about it all and he was not sure if he was on a slant or not. I did inform him that if he was on any kind of slant it would give him a miss read on the dip stick. I did also inform him that he can bring it back and we can do a full look over on his car as well and he was very happy about that as well.

• Initial Complaint

  Date:02/06/2023

  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.

  Over the course of the last few months the engine in my 2016 Subaru Impreza (~80k miles) seemed to have harder and harder time idling and it was slowly losing it's power, which caused the gas mileage to go from 36MPG down to 31MPG. At first I thought this was due to colder weather, then I considered the age of the vehicle as well. As the issue was only getting worse, I took the car to the Subaru dealership to get it fixed. The Subaru tech was able to identify the issue - car had significantly higher oil level than it should have (about 4 times as much). They have recommended an oil change, engine cleaning and spark plug replacement (the spark plugs were mostly due to the mileage). I have agreed to the oil change and the engine clean, and then took the invoice to Jiffy Lube (since they were the ones who overfilled the engine with oil) to get reimbursed. Spoke to the assistant manager who took the info, he then forwarded the info to the manager who has forwarded it to the regional and after about a week they have decided they will not take any responsibility for the issue. Their reasoning was - I took to long to take my car to figure out what is wrong with it (~4,000 miles) - if the oil was really that high the engine would have gotten severe damage. I have asked if they are willing to at least reimburse me for the oil change that they messed up. They said there is nothing they could do. I don't think the reason that "I took too long to get the issue fixed" is a valid reason for a decline of a reimbursement/refund. One way or another, the engine would need to be cleaned, if there is too much oil in there. Secondly, there is no way they can know with certainty what could/would happen to the engine with that much oil. I would like to get at least a refund for the botched oil change, I would prefer for them to actually show ownership of their mistake and pay for the engine cleaning as well. I would also like to review the video footage of the oil change.

  Business Response

  Date: 03/01/2023

  So according to our limited service warranty which is on the back side of the invoice provided to the customer, all claims must be submitted to us prior to any work being performed. This is required so we can inspect to verify the claim. Unfortunately this customer did not comply with the terms stated on the invoice and contact us prior to any work being performed. We had no chance to verify any claim against us. For this reason we denied any refund or reimbursements to this customer.

• Initial Complaint

  Date:01/30/2023

  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.

  Around 05/2022 I went in for an oil change costing about $190. A month later, my oil light came on and a mechanic told me that I was about 2 units under filled. The managers wouldn’t let me speak to them and brushed it off as my car burning oil. I’ve had a mechanic confirm that my car is not burning oil and have had an oil change twice since the incident with no oil light coming on and no underfilling. They refuse to refund me.

  Business Response

  Date: 02/28/2023

  To whom it may concern:

   

  Lapsed camera footage at the time of service does not support the claim from the customer and thus the reason that this claim continues to be denied.

  Customer Answer

  Date: 02/28/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:

  Jiffy lube manager ****** lied and said that footage would be able to prove the amount of oil put in the car, but has not replied to multiple emails requesting the footage. My car is not burning oil and jiffy lube’s only evidence is a receipt showing that I paid for the service. 
  
  
  
  
  
  
  
  Regards,
  
  
  
  ****** ***** 

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:11/07/2022

  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.

  I went to Jiffy Lube on 1 November 2022 to get a basic oil change done on my Pontiac G6 2008. I got the service and was initially happy I live about 75 miles west of the city of Albuquerque in a rural area. When I got home I found my car was smoking and had a funny smell I turned it off popped open the hood and there was white smoke coming from the engine so I look down and I see oil coming out of the oil filter area so I immediately checked the oil And there was no oil left in my car upon further inspection I could see oil drips From the beginning of my yard to where I parked my car so I was very upset very mad very ****** off I called back and told him what had happened they sent someone out to refill the oil it was the same person who did my oil job at the store on my invoice sheet there’s a lot of stuff he checked off that he said he did but did not do and he did the same thing again the oil continue to leak out of the oil filter. I had to borrow my mothers car and leave my car at home for two days because it was continuously leaking oil after the second day the oil that the guy had come out and put in was gone again so I called Jiffy Lube store manager back told him what happened and then they sent out a different guy to do the oil change again. in the meantime I videotaped the oil dipstick when I got home from the first initial oil change showing that there was no oil on the dipstick then I videotaped the second one after the guy came out to my house to refill the oil and there was oil on the dipstick then after left it at home for two days filmed it again and checked the oil filter. when you turn on the car you could see oil oozing from the filter area Come to find out the technician over tightened it and the O ring was bent causing no seal and the oil to leak out in the meantime I called to Jiffy Lube corporate when all of this first happened and I called again today and I got a call directly back from the franchisee owner we had a argument, I have video

  Business Response

  Date: 01/03/2023

  The customers vehicle has been correctly fixed. I have spoke to Mr ********* and heard his story about the incident but we have fixed our mistake. The vehicle does have other oil leak issues un-related to our service and we are not covering any of these. We did have a pinched or rolled gasket but we did fix it and had to add about 1 qt of oil, the vehicle never was completely out of oil the dipstick only shows quart of of on the reading for reference. We have fulfilled our end and nothing is wrong with the vehicle that was already there prior to pour service. I did offer a free service which was accepted by mr *********. At this point we have fixed and compensated him for his time, also we drove out to his house to fix the issue.

• Initial Complaint

  Date:11/04/2022

  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.

  My husband and I got an oil change on Friday, November 4, 2022. We traveled 125 miles from home for an oil change and on our way home the truck started acting up and the engine light turned on. We had just pulled into a gas station and luckily someone was ther to help us. They indicated the oil plug/cap must have not been closed tightly. The oil had drained, we put in 4 more quarts and that all drained out again.
  I can't imagine if got stranded somewhere, it's cold out and we are elders. The mgas stations are far apart and we couldn't call roadside service in the remote area we were in.
  My daughter followed up with Jiffy Lube and told them what happened. We want them to pay for all necessary repairs because of their mistakes.

  Business Response

  Date: 01/06/2023

  I spoke with **** ***** on the phone about what happened November 4, 2022 and why she felt compelled to put a complaint in to the Better Business Bureau. Mrs. ***** was upset that she had to wait in the cold for someone to pick her up because her vehicle lost power due to the faulty oil filter that was leaking. She fears that her vehicle might have sustained internal damage because of what happened and she feels that she can no longer trust us. I (***** ****) apologized for what had happened and I explained to her that they took the proper measurements to make sure her vehicle didn't suffer from internal damage. I also informed her that I was the new store manager, that I am available at her request and we can check all her fluids to make sure her vehicle continues to run in good condition. I told Mrs. ***** to give us another chance to take care of her vehicle and I hope our talk eased her mind. 

• Initial Complaint

  Date:10/19/2022

  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.

  I went to jiffy lube #**** in Farmington NM on Monday Oct 10th, to have my oil changed. As soon as the technician got in the car, before they started to change the oil, he put the incorrect key in the ignition and shut down the vehicle immobilizer ecu. They were all extremely rude to me and even recorded me crying in my car in the service lane. The manager did not attempt to talk to me or resolve the issue at all. Please help me. It cost me over $900 to have the car towed and fixed. I also made a police report and the technician is on camera putting the wrong key in the ignition. Please help me.

  Business Response

  Date: 03/14/2023

  We are requesting documentation from a licensed repair facility showing negligence on Jiffy Lubes behalf. 

  Please provide these documents and we can proceed to a resolution.

  Thank you.

• Initial Complaint

  Date:09/02/2022

  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.

  I TOOK MY 2011 Jeep Grand cherokee in for service to Jiffy Lube. I was shown a AIR FILTER unsure it was even mine and I told them to replace, The also claim they checked my antifreeze and the receipt says normal range but I was told it needed to be topped off and I approved and was charged 5.99 total cost of service 118.49. Afterr car overheating the next night and returning to Jiffy Lube Jeff told me this service was not done the top off nor the checking of fluids was done by the employee LOGAN ******. I am having my car checked for any damage this dishonest business practice has done, Jiffy Lube has acknowledge work was not done that I paid for but unwilling to pay for the result of there dishonesty. I will file lawsuit

  Business Response

  Date: 09/11/2022

  Customer's claim is not supported from the camera footage.  The coolant was added to and is verified.  Customer had extensive cooling system performed in January of 2022 which included a new water pump and thermostat.  This would lead credence that the vehicle has been having cooling systems issues.

  Customer Answer

  Date: 10/03/2022

  Their response is a lie.  I would like to see video footage and why would Kris the cashier lie. Please show proof of major cooling issues in jan 2022.