Complaint Review: Jiffy Lube #643

Here is a copy of a complaint I emailed Jiffy Lube's customer service today after a very bad experience. I didn't think customer service like this existed anymore.

Today I took my car into Jiffy Lube to get my oil changed. The technician explained to me the things he believed my car needed and I agreed to an oil change, a new air filter, and a new serpentine belt. As they (technicians ELMO643, LD643, REO64, and MJ643) replaced the parts on my car I waited in the waiting room. Upon completion the manager (Mike) rang up my total price ($122.93) which I paid with my debit card. I commented to him on how I greatly appreciated the fast service I received and how skilled his technicians must be.

When I went back out to the garage I found that the technicians were unable to get my car to idle. My car ran fine when I came into the garage and had been running that way with no symptoms of any problems. Unable to find the root of the problem, the technicians brought the manager (Mike) out to the shop to help them troubleshoot the problem. The manager quickly declared that the problem had nothing to do with any of the work they done and went on to try to blame the fuel system for the problem. Being fairly knowledgeable of cars (my father is an ASE certified master mechanic and I would often assist him at his shop) and more often than not performing most of maintenance and repair on my car myself, I suggested to the manager that perhaps his technicians my have accidentally bumped or disconnected a sensor while they were working. The manager strongly disagreed and kept saying that I had a fuel system problem. I told him it was near impossible that a fuel system problem developed in the fifteen minutes that his technicians worked on my car.

At that time he began to become very aggressive towards me and said it was not their fault and they were not responsible for fixing it. He offered to adjust the idle setting on the car so I didn't have to let the car sit there and I could leave. I responded that that would only be a band aid and was not the true root cause for the problem. He responded with a take it or leave it attitude, and being that I was stuck between a walk home and a rude, ignorant Jiffylube manager, I had to accept his offer. I truly believe that while the Jiffylube technicians were replacing the parts on my car they somehow affected something else on my car causing it not to idle.

I was very surprised how the managers attitude changed towards me the minute they found the problem. He wanted nothing my than to get me out of the shop as quickly as possible and make sure that his garage received no liability. I believe that I am entitled to some type of compensation in order to return my car to the condition it was in when I arrived at Jiffylube. I would be more than happy to discuss this more if anymore information is needed.

Joe
Nazareth, Pennsylvania
U.S.A.