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:06/02/2025

  Type:Sales and Advertising 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.

  I took my 1999 ****** 4Runner to the Jiffy Lube and they suggested a gasket replacement. They performed the work and stated that it might take some time for the leaking oil to burn off and that I might experience a burning oil smell in the meantime. They also suggested that I bring the car back to make sure nothing had loosened. I brought the car back after a couple of hundred miles and they said it looked good. I also noticed that it was making a new noise that was intermittent. A couple of months later, I decided to take a look under the hood to see if I could tell where the noise was coming from. I noticed a set of pliers sitting near a fan and a belt and part of the handle had started to wear away. I moved to a new neighborhood, so I took the car to a different shop for its scheduled oil change. The new shop quoted me a large amount of money and it was for a gasket replacement and valve cover replacement. I decided to get a quote from another shop and they said the same and showed me where the valve covers had broken from over torqueing the mounting bolts.I took it back to the Jiffy Lube and showed them the problem. They said that they would replace everything at no cost as part of their warranty policy, but at this point I don't trust their work and feel I'm owed a refund for the poor quality of work they did. I called the corporate office and filed a complaint. The shop owner called back as a result and said mostly the same, but I still feel like I can't trust their work. I already have a repair scheduled with a different shop. Truthfully I feel like Jiffy Lube #639 should pay for the work to get done and for all of the running around I've had to do to get this resolved including waiting and long phone calls and having to take time off from work.

  Customer Answer

  Date: 06/23/2025

  Howdy! 
  
  I just wanted to let you know that Jiffy Lube #639 gave me a refund. My case number is  
  23409892
  Thank you for advocating for me. Let me know if there are further steps I need to take. I appreciate you! 
  
  All the best, 
  
  ******* *** ****** *********
  

  
  

• Initial Complaint

  Date:05/09/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 2/26/24 I had prepaid ****** for my car to get a new catalytic converter installed that was approved by the California ************************* (CARB). My original converter that was replaced was CARB approved. All cars of my type are manufactured with a converters that is CARB approved. I had reached out to the manufacturer and had confirmed this information. My new converter was not installed until 3/4/24. The day I had prepaid on 2/26/24 I had spoken to multiple people at the location and it was confirmed by myself and the shop that the converter I was getting was CARB approved. The sticker under the hood specifically implied California approved information which was confirmed to insure me getting a CARB approved converter. And once I was at the register prepaying, the person at the counter was making a call to a retailer and asking for a CARB approved converter. But once it was installed on 3/4/24, it resulted in many issues. The new converter started to emit dangerous fumes into the cabin as soon as I drove off from the shop, making multiple noises which were and still are unbearable to hear along with inhaling the carcinogenic exhaust fumes. My previous one had not been exhibiting such symptoms. I returned right away and had them test drive it with a manager who had alcohol breath. He told me to drive for a few some miles and that the noises and fume would go away but it had not. I came back to let them know and they couldnt help. I went to an auto shop who had located an unrelated seal which was leaking and had repaired it but the problem had not gone away. I returned to Jiffy Lube and had gaskets replaced which they failed to replace initially. During that time they had broken a 2 parts which resulted in additional $344 expenses which I would like to get reimbursed. But the problem still didnt go away. I tried to contact them but ended w/o resolution, they are avoiding the fact that they installed a non CARB approved converter.

  Customer Answer

  Date: 05/21/2024

  It has been 11 days now since I had contacted you and have no response. Please advise. 

  Business Response

  Date: 05/29/2024

  we have had the parts ready to put on her car for a long time now but she won't return our calls or texts to make an appointment to finish the job.

  Customer Answer

  Date: 05/29/2024

   
  Complaint: 21691415
  
  I am rejecting this response because: I have had one voicemail only and when I called back the regional manager was not available. The number that was left on my voicemail was to another Jiffy Lube location. They had put in the wrong catalytic converter that is not California approved and when it was installed it was making noises and producing exhaust fumes into the cabin which is currently still an ongoing issue. I had addressed the issue after the initial at the shop but was denied any service to resolve the issues at hand. They had damaged a few parts as well while installing the wrong converter and also had failed to install the cover over the converter. They had told me they would only install the cover which we spoke about at the shop. But I am needing a California approved catalytic converter as I had had previously had as an original and had requested prior getting the service done.  All of the vehicles of my model and make are manufactured with California approved converters. Prior the installation I was informed that it would be California approved as I had originally discussed with the managers on site prior getting the service completed.  But later had discovered that it was not a California approved converter. The bracket for the converter cover is now missing too. Please let me know what parts that they have at the shop to resolve the current issue discussed in this subject message because I do not believe that they have a California approved converter waiting at the shop to install onto my vehicle. What I do believe they have as a part waiting for me is the cover for the non California approved converter only and not a California approved converter as I was assuming I was going to get installed originally. I would also like to know what they will do in order to fulfill the original request for service of getting a California approved converter. Although I would prefer to get a refund and to have them remove the non California approved converter that they had installed initially without my knowledge and to reinstall the old converter so I could go to another shop to install the proper California approved converter. 
  

  I had also been calling and emailing the their corporate office and had not much response as to getting the issue at hand  resolved other than that they have the converter cover waiting at the shop to get installed. I can take screenshots of all those  emails if needed as well. 
  

  I have spoken to the store  manager at the shop and was refused a resolution and therefore reached out to their corporate and BBB. 
  
  Sincerely,

  
  ***************************

  Business Response

  Date: 05/30/2024

  This is incorrect. We have left multiple messages for her to contact us to get the parts put on and she has not responded so we can do so. I will leave the number here again for her to call. ***********************, Ops manager ************. 

  Customer Answer

  Date: 06/04/2024

   
  Complaint: 21691415
  
  I am rejecting this response because they installed an incorrect catalytic converter that was not California approved as originally discussed and agreed upon. I was under the impression I was getting a California approved converter and instead got one installed that was not California approved. Please provide the numbers that you have called me at because I had only received one voicemail and when I called back, it was another location and the district manager not on site. Please provide what parts you have waiting to install besides the converter cover.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 06/24/2024

   If I call them again and they yet again refuse to remove and keep the incorrect converter that they had installed and refund me will you be able to reopen the case? Prior the install, I was informed that the converter was to be California approved but after the install I found out it was the incorrect one that they had installed which wasnt California air board approved. 
  
  When I reached out to them after the install, they told me all they would do is install an additional accessory which is the cover that another shop discovered was missing. And this is the item that they have at the shop and were informing the BBB as the part they have waiting for me which is not the actual proper converter that I was raising an issue about. 
  
  They made it seem like they reached out to me and tried to call but it was only once and it was not for the converter, it was for the cover. And so you closed the case thinking that they had the converter waiting for me.