Complaint Review: Jiffy Lube

On April 9^th, 2014 we received an oil change from Mr. LaCroix Jiffy Lube establishment. The very next morning our vehicle started making a noise that became worse by Saturday morning. I called Jiffy Lube as soon as I returned home from work that day and they were closed. Sunday morning I took my car over to Firestone in Belair so they could look to see what the problem was that was making the sound. Upon inspection the certified mechanic at Firestone came to the conclusion the sound was coming from the bottom of the engine and that the crankshaft was damaged. We were also told this more than likely happened when our oil was changed. They believed the car was started before the new oil was replaced. They told us to bring it back to Jiffy Lube.

On Monday morning April 14,2014 we brought the van back to Jiffy Lube and spoke with the manager Troy Sisco. Mr. Sisco did a quick inspection of the vehicle and told us the oil levels looked fine and he did hear the noise coming from the engine when he started it and another worker agreed that he heard the noise too. Mr. Sisco then instructed me to take our Van to an Authorized Dealer and have them inspect the vehicle. He also stated that if they found out that Jiffy Lube caused the problem they would pay for the van to be fixed. I had the car towed from Jiffy Lube in Aberdeen to Jones Junction a certified Chrysler/Dodge Dealer in Belair MD. After a Certified Mechanic examined the van he was able to determine the bearing and Crank Shaft were damaged do to the negligence of Jiffy Lube. They also believe that the vehicle must have been started before the fresh oil was replaced. (That’s two certified mechanics so far) Their conclusion was that the engine needed to be replaced.

I brought all this information to Jiffy Lube and was told by Mr. Sisco the owner would contact their insurance company and he would contact me on Tuesday April14,2014. After not hearing from Mr. LaCroix  I returned to Jiffy Lube and was told by Mr. Sisco that all the information was given to their insurance company and I would be contacted so that the insurance company could look at the vehicle. Wednesday April 16,2014 I finally received a call from Mr. Jeff LaCroix stating that they were not at fault and would not do anything about the damage they caused to our van. I asked him if he called Jones Junction to discuss the damage that they caused to our vehicle and he said NO why should I. He said he had no interest in calling that he takes no responsibility at all.

I fail to understand how Mr. LaCroix can make such a statement considering he was not there at the time of our oil change and therefore unaware of the damage that his employees caused.  I believe this is common practice for this owner to deny responsibility for damages caused by his establishment in order to get out of paying for repairs. Mr. LaCroix implied that I had too much miles on the vehicle and that could have caused the problem or that there was a defect in the engine. He also said I waited too long between oil changes.  That van gets an oil change every y 1 ½ months and I have the receipts to prove it I told him.  He did not care. I told him that my van has only 83,000 miles and was told by several mechanics that the engine was not even considered broken in yet.

I also contacted Chrysler Corporation and was told the same thing. Chrysler also told us there were no recalls or problems with the engine. He then said that this is not his problem and hung up the phone on me.  As a result of their incompetence I had to rent a car from Enterprise for one month, and find a mechanic to replace my engine. We were fortunate enough to find an honest Certified Mechanic in Darlington MD. McCurry’s garage that was able to find us an engine and repair our vehicle. When he took apart our old engine to look at it he found that it was the Crank Shaft and bearings were worn, they had too much play in them. It was his conclusion that this could only happen if Jiffy Lube started the vehicle first before adding the new oil. (That’s 3 certified mechanics now). Talking with Chrysler again they said they believe also that is what must have happened.

I contacted Jiffy Lube headquarters and reported this issue, also the BBB and was told his establishment has a F rating for failing to follow up and resolve customer complaints, and since this incident have spoken to many people and have found out there are many complaints out there about this Jiffy Lube and how they conduct this business. I also Spoke with Mr. Sisco and asked him for his Liability Insurance carrier and Number, and was told he did not have that information and that the owner would contact me with that information, which he has not.

It is unfair and unjust that Mr. LaCroix conducts his business in this manner, and would expect for him to do the right thing and take responsibility for the damage that he has caused our vehicle.