AUSTIN, TEXAS -- On 4-7 my car knife (the one that I leave in the car and never take out) was taken during my oil change visit. The knife was there the day before when I used it to cut open a package while at a red light. I have a different knife for personal carry and home use, so the car knife is never removed from the car. I made sure to take my house keys and important papers out and now regret not taking everything out of the car for my protection.
I called the manager ** who said he would get his district manager involved and call me back the next day - he did not call back (Update got a call on 4-10). 483 BBB complaints and lots of hidden camera news stories... now I wish I had my own hidden camera.
Update 4-14, had a couple of conversations with a very nice and professional operations manager by the name of ** over the last week. He conducted an investigation and said they had multiple customer complaints of items missing from cars and that he was able to piece together from the shifts which employee had been stealing and the employee admitted guilt and was fired. ** said the employee had sold the items off and could not return them. ** stated the corporate office was pursuing criminal charges. They offered me two free premium oil changes which was a nice gesture.
** made some statements like Jiffy Lube does not tolerate theft, would go to any length to solve this and protect the customer, Jiffy Lube learned from past mistakes and so forth – just what I wanted to hear! That is great customer service, well criminal background checks on employees prior to their hire would be better, but still I am happy! Bravo **! At this point I am satisfied and was going to update my review to “resolved”.
On 4-14, I happened to notice two Glock 17 magazines with 9mm ammo was missing from the glove box so I gave Jiffy Lube a courtesy call to let them know I was not seeking any additional oil changes or compensation but would be filing a police report and a detective would be contacting them for the terminated employee's name and contact info. This is for my protection as my fingerprints are on these items. Here is when things go downhill again.
As soon as I mentioned ammo, ** passed me to his boss ** (sp) because it became a more serious issue which is understandable. ** did not give me an opportunity to tell him why I was calling, he just flew into telling how suspicious it was that I was calling back a week later to report more items missing to get more money or something from him (like anyone can name all the items littered around their cars, right?).
So after 10 minutes of him going on and on about how his people are honest and none of them would steal and how they have never had any complaints and that he personally spoke to all the employees and none of them stole my knife… ya, really he said that… I asked **, why did ** tell me he got an admission of guilt from an employee for the theft and the Jiffy Lube had terminated him and the corporate attorney was working on presenting evidence to the police (or whoever).
Well, ** said something to the effect of that did not happen. I asked why was I told it did and ** said he had no knowledge of any of that and he would speak to **, I asked him to get ** on the phone now so we could all talk about it and ** said no, he was working (was free 10 minutes earlier). ** (in an accusatory tone) said he read my review on line about what I said about him and said he did not know why I would want to return. I feel that was a hint that he did not want me to return to Jiffy Lube.
Something smells fishy, how could the general manager not know about the investigation and termination of an employee with corporate involvement? At any rate the police report has now been filed with APD #**.
HIGHLANDS RANCH, COLORADO -- On July 10th used a $19.95 oil change special coupon and I had my oil changed in 2006 Honda Pilot by Jiffy Lube 862 which is owned by the Enitor Group, LLC. Prior to service I did not have an oil leak. In the course of service I was notified that my brake reservoir lid was not on tight. They said I could have air in the lines and made me concerned that I could have a problem. Since I had the brakes done recently (by Brakes Plus) I thanked them and said I would take it back to them.
Ironically what the Jiffy Lube service person failed to tell me was that there was a problem with the oil plug. After they finished the work I was still not made aware of a problem. The pink service invoice they provided me did not have any notes in the service comments area what so ever! The next morning when I went out to my car, I had a 3ft oil leak in my drive way. I called the store and spoke with an assistant manager named **.
I took my SUV back down and ** then told me the oil plug was stripped and blamed it on the previous service center. Then he showed me their work order neatly printed out with notes in the Service comments that the "Drain Plug Stripped PTS." Then I showed them my copy. Mine had the information pushed up all the way into the service checklist section which I didn't see.
So to recap - they never mentioned the plug problem and tried to hide the fact in the invoice notes. Pretty clever I'd say. ** offered to try to tighten the bolt but it still leaked. Since the manager was not there I would have to come back on Friday.
So first thing Friday I went in to see the manager **. I asked why I had not been made aware of this before they finished the work. All the service centers I've discussed with this said their policy would have been to stop. Secondly they all also said that the likelihood of it not leaking sooner was highly unlikely. The fact that the previous oil change was completed 9 months and 5000 miles earlier leads you to think so. He apologized for not making me aware of it but refused to accept any blame or provide any retribution.
I then took the car up to Brakes Plus and tried to have the pan retapped for $80 but unfortunately it still leaks. So now I have to have the pan replaced. I've had three bids so far ranging from $700-$1000. So my $19.95 oil change is now going to cost me... ONE THOUSAND DOLLARS!?!?!?
ANYTOWN, TEXAS -- Employee training is done by a company trainer with little actual automotive maintenance or repair experience. The employees themselves have to figure it out on the fly while using your vehicle as a learning experience. Store sales are done on a "DOB" (Dollar Over Base) basis. The base is for example the basic $34.99 oil change. The dollar over part is determined by corporate, for example $30. The ticket average is then determined to be $34.99 + $30, or $65.
At the end of the day if 100 cars roll through, there better be $6500 in sales in the till. This is why the employees push the extras so hard. If they don't push sales, & there is always unnecessary items being pushed, they won't have a job.
The ideal situation is getting $61 out of the customer & not breaking anything while doing it. With the training provided, & the skill of the average employee, this is not possible. So what happens when something is damaged? They are taught to try & hide the damage, & then blame it on someone or something else when they return. This usually involves blaming the customer for something when it was out of Jiffy Lube's sight.
Stripped oil pan plugs are always the other place's fault they took it to if there is no customer history, or infrequent customer history. If something major is broken, making the vehicle inoperable, they will tell you not to take it anywhere until they view it first. Then they sit & wait you out. When you tire of this & have it towed it somewhere to be looked at, they will blame the damage on that place.
The Jiffy Lube business motto is maximum profit, minimum expense, & admit to nothing. That is why you read all of the horror stories that have happened. Now it should all make sense. Oh, not to forget about minimizing expenses, payroll is part of that. Cheap salaries, & sending people home, or not scheduling enough employees to keep the store operating efficiently is one way of keeping labor budget costs down.
If you work for Jiffy Lube & are an honest person, forget about working for them for long. They will find a way to get rid of you, either by write ups for incidents that never happened, or by framing you for something so that HR can cut you loose. They will then try to find a used car salesman type (profits first above all, the hell with actual mechanical skill) to fleece the customers & keep the profits rolling in. You've been given an inside look at the industry, & hopefully learned something from it. Oh, one more thing. Google "Jiffy Lube problems" & look at the dot com site that comes up. You can either read it or leave your experience there.
SPOKANE, WASHINGTON -- In July of 2010 I took my car to Jiffy Lube in Spokane, and had to have my car towed from their garage because they ruined it. Long story short I was promised they would pay to fix it then didn't follow through. I was told they would pay the remainder on my loan then I would buy a new car. And the check never showed up.
I took them to small claims court and the manager of the location that ruined my car showed up to defend them. First off I feel horrible because the poor manager had no clue what had happened, he was not working there when it happened and had no idea about anything, so the company he works for sent him in blindly, poor guy. The judge ruled in my favor.
Since the court date 6 weeks ago I have called the store at least once a week to figure out when I was going to get payment from them. The first couple of calls they said they had 30 days to appeal so they were still deciding. On day 31 I called the court house and found they did not appeal so I called the store back and asked what their next steps were going to be. The manager I spoke to was really rude on the phone and directed me to corporate because that is where the check would be coming from.
Called the head office and they had no idea I even sued them (somebody has really bad communication skills). They had no paperwork at all pertaining to our case. The lady at the front desk said she would call me back, never received a call. I called again yesterday and they "were still looking into it" and would call me back. Still waiting on the phone call. So please don't waste your time, energy or money and stay away from Jiffy Lube!!!
SPOKANE, WASHINGTON -- I took my car in to get a radiator flush because I knew I needed it and it had not been done. The guy who did it was very friendly and told me most normal cars it takes 2 times of pushing coolant through it, he did mine six. I paid for it and went on my way. Parked it for the weekend and when I drove it for the first time my engine coolant light came on and the car was running really super hot. Got to the Jiffy Lube and the manager came out and looked at it and told me that I was about a quart low in coolant, so he put the hose into my car and dumped tons of coolant in my car to try to cool it back down. The entire time he left the engine running.
After about 20 minutes of shoving coolant into it he looked under the car and the ground was soaked. He told me that I must have a leak or something now. More guys started to look at it and they just kept pumping coolant in, luckily they let my fiance and I stand there to watch what they were doing. After about an hour and a half of trying to figure it out they determined that a head gasket had blown. ** the manager told me that I must have blown the head gasket while I was driving it between the days I had brought it the first time, well my car was running totally normal (well besides super hot) so he told me it was my fault.
We had to have my car towed out of their shop. The auto shop we towed it to and took one look at it and could tell the engine was shot, because they left it running for so long the entire engine was full of coolant. Not one single person from Jiffy Lube has called me to try to come to a solution to get my car fixed. Every time we call the store they say the district manager will call us, have not heard a single thing. I am still fighting with them to get a phone call and get my car fixed, so please don't make the mistake I did, I never should have gone to Jiffy Lube!!!
SOMERSET, NEW JERSEY -- I brought my Mustang GT in for an oil change and 45 minutes later the check engine and oil light came on. I pulled over and started the engine briefly and it was knocking. This vehicle ran perfectly prior to the oil change. The vehicle had 26,000 miles. The owner wanted me to give the oil filter so they can get an analysis completed. I was instructed by a lawyer not to give the oil filter and hold it. The owner was reluctant to provide insurance company name and number.
Eventually after several emails he have it. Insurance company assigned a technical expert to look at the vehicle. The expert came and looked at the vehicle and could not make a decision if they are at fault. Now they want a mechanical engineer to look. How long do I have to wait, so they can figure out how to screw me? Be persistent and writes emails and call.
OAK PARK, ILLINOIS -- I went to Jiffy Lube on 8/21/13 to get the oil changed in my car. The attendant talked me into getting a fuel line flush so I did and when they finished my car was smoking a lot. They told me it was supposed to do that and that it would stop. Two days later I still have the smoking and now my engine is knocking. I called Jiffy Lube and they politely told me that they did nothing wrong. I can pay to get a diagnostic done and they would see what they could do if anything.
I took it to a shop and the mechanic told me there was barely any oil in my car and that the motor was damaged now and I would have to get a new one. I forwarded that information to Jiffy Lube and they told me they would talk to the mechanic. Later I received a call from Jiffy Lube saying that he talked to the mechanic and he needed something in writing but now the mechanic will not take my car at all. I am a single mother of 6 and have a very limited income.
I cannot afford to take my car to any other shop so in essence I have been screwed by Jiffy Lube and to top it all off now no one at Jiffy Lube will talk to me. I am without a car and maybe lose my job because of no transportation to work.
COVENTRY, RHODE ISLAND -- I went into Jiffy Lube for an oil change and they never did the oil change. All they did was change my oil filter and add new oil to what was already in my engine. By the time I got my car to my Ford dealer the engine had blown. They drained 11.5 quarts of oil out of my engine. My engine only holds 4.5 quarts. I am in the process of suing them. They cannot do this to people and get away with it. We trust them to perform the duties we are paying for and they are just messing people's cars up. Something has to be done.
TUCSON, ARIZONA -- I have been taking my car to Jiffy for oil changes for years and they have always marked the info given back to you on items checked that were "OK" or done. Well ,during my last oil change everything was basically checked OK except that they noticed that there was a little bit of moisture on the transmission seal. Now the problem is... is that they noticed this but didn't notice that my belts were in dire need of being changed. Yet, they marked that they were "OK" and they were not. I had a screeching noise that would sound every time I stopped and then proceeded.
I finally got tired of this noise and had a mechanic check it out. Indeed the noise was from the belts being so worn they were cracked and almost transparent when held up to the sun. I was told I was lucky that they didn't give out while on the interstate when I take my son to work. I feel they jeopardized my safety and that of anyone with me. I will never go to any Jiffy Lube ever. The Jiffy Lube I went to was in Tucson AZ, located on Ajo Way and So.6th Ave.
LYNCHBURG, VIRGINIA -- On Friday, May 18, 2012, I went to Jiffy Lube on Timberlake Road in Lynchburg, VA, with my best friend's 21 year old daughter to have her oil changed in her car. The attendant ** was telling her that Penzoil would be the better oil to use. The men working on the car took the old oil out of the car before she could tell them what kind of oil to put in the car. In light of this Jiffy Lube does not even use the type of oil that her uncle told her to get.
When she told me what happened, I was very upset because if they did not have the oil that she wanted, then they should have never took the old oil out of the car. Nonetheless I told them to put a cheaper oil in the car because her uncle only gave her $40.00 to have it changed and I was not going to pay the $49.99 to put in the wrong oil. We will not be using this company again.