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Thread: Stay Away from Jiffy Lube

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    Quote Originally Posted by BerserkerCatSplat View Post
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    It's a sad state of customer service when somebody figures "Well, at least he didn't tell you to go fuck yourself" is some kind of big favour by the business that lost parts and broke your shit.




    You mean the labour he already paid for the first time when they didn't actually reinstall it correctly? Man, they just can't stop doing big favours.
    Im surprised no one has brought it up yet, but there seems to be a lot of blind trust in the complainant. As someone who deals with customers day in and day out, most try get stuff for free. Then when things don't go their way, the first side that gets to social media is deemed in the right for some reason. The customer service fallacy that the customer is always right, should be scrubbed out of history.

    I agree with ganesh, this probably should have been handled privately.

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    Quote Originally Posted by noma1 View Post
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    The owner could have simply told you to pound sand, instead, it sounds like he took the higher road and took responsibility of the incident caused by his shop
    FTFY mate. Good for you for being just respectable enough to teach us that taking responsibility is taking the higher road and going above and beyond.

    Quote Originally Posted by BerserkerCatSplat View Post
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    I'm sure if Jiffy Lube had done the fix the first time with the proper hardware, this would have never seen the light of day. If you lose and break someone's parts and then nickle and dime them on the fasteners you lost, they're not going to go away happy and in the modern era they're going to complain online - especially if you're using membership of said online service to promote your business. That's pretty basic customer service. OP wasn't asking him to upgrade his car for free, he just wanted it returned to the same condition it was before Jiffy Lube put their wrenches on it.
    +1.

    TLDR:

    OP brings car in for service, completes service and goes home
    Grinding noise along the way, finds that engine splash under shield has broken due to missing hardware not being reinstalled by tech
    Contacts shop and owner, back and forth etc.
    Car is brought back in for a 2nd time, supposedly fixed
    OP goes home again, only to find it's been fixed with some bolts, a ziptie, and another random bolt.
    More back and forth
    OP at least now has a new splash shield so he's going to install the bolts himself

    I don't know why some of you guys are finding the faults so hard to comprehend Must feel pretty breezy up in that ivory tower when you tell OP he should have resolved this in private. You guys know that his first post about this was way back on June 24th, right?
    Last edited by rx7boi; 07-06-2018 at 01:45 PM.

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    This thread is great. This could have been solved so simply by jiffy lube employees not cutting corners (or making mistakes, w/e), then lying about it. The least the tech could have done is admitted to not having proper bolts and using zip-ties while waiting for the right hardware or something.


    Just be glad it was only a splash guard and not something more that actually caused engine damage or something (not saying it's ok, just saying it could suck more). I'd never bring a car worth more than 3k to a jiffy lube.

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    I'm going to defend Kent here. Apparently the splash shield was already damaged when the car was brought into Jiffy Lube. Knowing that Jiffy was the last shop that touched the car, Kent didn't want to escalate the situation by telling the owner to pound sand, and instead offered to fix it for free. Also, the hardware for the splash shield was missing to begin with so they did what they could to re-attach it. Kent has basically paid to fix a previous shop's mistake out of his own pocket and is now taking all the blame for it.

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    The plot thickens.

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    Quote Originally Posted by rx7boi View Post
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    FTFY mate. Good for you for being just respectable enough to teach us that taking responsibility is taking the higher road and going above and beyond.



    +1.

    TLDR:

    OP brings car in for service, completes service and goes home
    Grinding noise along the way, finds that engine splash under shield has broken due to missing hardware not being reinstalled by tech
    Contacts shop and owner, back and forth etc.
    Car is brought back in for a 2nd time, supposedly fixed
    OP goes home again, only to find it's been fixed with some bolts, a ziptie, and another random bolt.
    More back and forth
    OP at least now has a new splash shield so he's going to install the bolts himself

    I don't know why some of you guys are finding the faults so hard to comprehend Must feel pretty breezy up in that ivory tower when you tell OP he should have resolved this in private. You guys know that his first post about this was way back on June 24th, right?
    My reading comprehension is great even from way up in my ivory tower I guess, as I’m understanding the OP said it was 5 days after the service that he noticed the issue. The front bumper looks awfully scratched and roughed up, who is to say that he didn’t cause damage and rip the cover along with clips in that time frame. That’s why I am saying he took ownership of the issue when he may not have even have been at fault, and instead tried to rectify the issue to keep the customer happy when most shops could easily have pulled that card and wiped their hands of the issue.

    Now personally if I had gone that route and right after installing the new cover for you, you had said a smart remark like, how many clips are missing now? I would have ripped your free parts off the car and thrown it into the street for you to pickup and install yourself. That would be worth creating a public post and crying about it for attention.

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    Quote Originally Posted by gpomp View Post
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    I'm going to defend Kent here. Apparently the splash shield was already damaged when the car was brought into Jiffy Lube. Knowing that Jiffy was the last shop that touched the car, Kent didn't want to escalate the situation by telling the owner to pound sand, and instead offered to fix it for free. Also, the hardware for the splash shield was missing to begin with so they did what they could to re-attach it. Kent has basically paid to fix a previous shop's mistake out of his own pocket and is now taking all the blame for it.
    Uhh.

    As stated before. I've taken it off within months of the last oil change. The bottom of the car may have some wear and tear but nothing was busted up, dragging on the road with a whole set of screws missing. I mean, the photo is up there, I didn't show up to their shop originally with that pictured busted up panel.

    So, to reiterate. No screws were missing from the shield, there is one clip that's been missing for a long time for the front splitter, otherwise it was all still held together since day 1 of owning it.

    Even if there was damage, it was mangled after FIVE screws were not placed back in on the same front end of the panel. Even if one screw was inserted on the front end, I probably would have gone home blind to the issue. Until the next rare time I looked under the car.

    Lastly, I did try to resolve this privately. As mentioned several times, this started in mid June. It's now July. If I were to post screenshots of our last texts, it would reflect poorly on Kent from a communications point of view. Even if it wasn't late and he was able to reply more - he made it clear that this was not his problem because somehow it was now all due to rusted screws and existing broken parts. I made it clear in the messages that this will be up for public opinion. So here we are now.

    Kent the owner hasn't even seen the car himself or the work done to it. He has texted after I wrote this up and left another review on Google. He has made assumptions based on his techs and the photos I supplied him (all here: https://photos.app.goo.gl/jDCQthBbcKVqdz5n6)

    I'm definitely not nickel and diming this, monetarily he still covered the splash shield, so I'm happy about that, it's the customer service aspect...it turned into a blame game ultimately once I took a closer look at the shoddy work and knew they had lied to me about what they said they had completed moments ago.


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    wow... my first thoughts when reading this were

    "5 days later, it comes loose?" Looking at all of the scratches under your front bumper, i'm sure there were times this splash shield saw some action... if they were never there, what was holding it up? If I painted a car and someone came back 5 days later and said "this is scratched, repaint the car... ", it would be tough to say i'd be as helpful as Topsecret has been

    You also come across very close minded about everything and say things like "after explaining it to the owner who has never seen the car, he claims the screws are rusted and broken"... There is this wild concept called communication, where employees can inform supervisors/owners/managers of the condition of things they work on. Crazy, i know, but the way you word things helps me paint a picture of the type of person Kent is dealing with.

    As for the ziptie holding that area up where a rusted bolt sheared (correct me when i'm wrong) and there wasn't a bolt in the first place... cut it off then if you'd rather that area unsupported because your rusted in bolt broke... or make it seem like a monumental issue.

    They installed a silver bolt? Silver? Holy shit, how can you drive the car confidently knowing that hideous eyesore lurks below... If it was black, would you have complained about it?


    And finally, insulting the skill of the tech's doing an oil change that you don't seem to have the ability to do yourself? You are lucky that Topsecret (Kent) treated you so well...
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    Quote Originally Posted by gretz View Post
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    wow... my first thoughts when reading this were

    "5 days later, it comes loose?"
    Thats the part i am having issues with too. 5 days of driving. Who is to say someone didn't bump it over a parking curb in a parking lot? Sure, Jiffy Lube may have been the last people to work on it, but who is to say this damage wasn't caused after that? I mean, this isn't a stripped oil drain plug or something...

    at the end of the day, you have a new splash shield you never paid for, and the owner tried to make it right. You said yourself, you can put it on and off in a couple mins, and $5 for new hardware...you made out like a bandit here and you are still trying to complain. Dude, you came out way ahead in this, take the fucking win.
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    Quote Originally Posted by gretz View Post
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    Crazy, i know, but the way you word things helps me paint a picture of the type of person Kent is dealing with.
    It's a slow day at work today so I did some CSI into what kind of person the OP is. If you look at Jiffy Lube's google reviews, you can easily find the OP's review and also the 50 something other places that he's reviewed previously. Out of the 50 something reviews, roughly half of them are 1-2 stars. Bunch of random places including mechanic shops, restaurants, hotels, etc. I feel like the OP is the "difficult" customer who is impossible to please no matter what type of business he is dealing with.

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    Well, to each their own, but if you want to get a simple oil change done and think it's acceptable to walk out with an unsecured skid plate. Cool.

    The skid plate has tabs that hold it into the bumper. It's meant to make it easier to remount it when you take it off. It was held in with the tabs up front. I'm guessing with wind, rain, and bumps, it dislodged over the 5 days and came off (the tabs arent designed to hold up the plate while driving). There are 5 screws as mentioned above that hold it up normally, none were present when I looked at the car. A bump or parking curb would likely not knock out 5 screws. The shop already accepted fault for that.

    Anyways, this was my experience with em. Even if they effed up, it takes two seconds to fess up to it. If they didn't have the screws they could have just said it and either ordered it (which he says he did above) or told me to source some down on my own...not tell me the job is done when it's clearly not...and tell me that there were screws ordered when it's clear as day that it's missing.

    My experience is my own, perhaps I do have high expectations of what a simple oil change service entails. I'm sure most people would be annoyed if this happened to them. Take what you want from this thread, but I'll leave it at that.
    Last edited by soupey; 07-06-2018 at 08:04 PM.

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    How did you shear off the neighbouring tab?
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    Quote Originally Posted by gretz View Post
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    How did you shear off the neighbouring tab?
    the screws that were still holding on after the oil change were on the sides and back of the skid plate, it was just the front screws that were not put in (where the plate attaches the to the front bumper).

    after the front tabs all eventually came out, the weight of the skid plate with the force of the wind while driving was all being handled by two screws holding up the plate on both sides...it effectively was like a air scoop under the car

    eventually one screw was connected to the neighbouring piece snapped off while i was on the highway, and that's probably when i heard the noise from the grinding against the road.

    the screw that sheared off from the other panel it was connected to took off a piece of plastic where the clip originally held on...there is no real way to put the clip back on to reconnect the pieces because of that (that part wasn't replaced with the new skid plate).

    here's a photo of the screw and clip that came off with the original skid plate... there's a piece of that came off from the other plastic panel thats still inside the metal clip.
    Name:  IMG_20180624_205531.jpg
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    I don’t have a dog in the fight but for what it’s worth The screws holding those splash guards on corrode out so fast, I don’t have an original screw left on my Jetta.

    And for terminology sake you don’t have a skid plate, it’s just a splash guard that serves no purpose other than to keep dirt and water out of the engine bay.

    I would replace your splash guard with an evolution skid plate

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    Quote Originally Posted by tonytiger55 View Post
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    This is a prime example when people don't go to the pub.

    Mistakes were made.. It was handled poorly.
    Owner has appologised and is attempting to correct it. The intention is there at least.

    I think a lot of comunication gets missed on the phone and via posts..People get angry..emotions run high.. things escalate..

    I think it best if OP and the owner sit down go for a beer.. Beer has amazing properties that allows people to settle differences..

    Hell.. I invite both you guys to come to the England vs Sweden game tomorrow morning at the ship. I'l buy you both a beer (a English beer... )
    go england!

    i think this post made my day haha

    I tried to just wait it out and get the replacement. the initial issue to begin with how the plate wasn't mounted back correctly, bunch've screws missing, etc. I was just hoping that they would get it right with the replacement. You're right, the intention to make it right was there, and I was honestly thinking this would work out just fine after he agreed to get it replaced.

    After I told him the hardware doesn't look like it was ordered, and that his tech had falsely told me that all but one of the screws were in place... the conversation went south. I started getting replies blaming rust and broken bolts to justify the zip tie job and the screw that was added in...hell if all of the screws were replaced with the same consistent silver bolt i'd be happy...not substituted with a spare screw , a zip tie, or nothing at all. Prior to this, Kent was neutral and responsive by text to keep me in the loop about getting the replacement part, I had no issues with the way that went. That's also why I delayed writing anything (if anything this would have been a positive review of how they did everything right).

    After the texts turned defensive over the work that was done. I just called it quits on attempting to get it fixed properly, then ordered the screws myself and posted this up. So to everyone who keeps posting that this should've been handled privately. I tried. It didn't work out, and here we are now.

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    Quote Originally Posted by J-hop View Post
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    I don’t have a dog in the fight but for what it’s worth The screws holding those splash guards on corrode out so fast, I don’t have an original screw left on my Jetta.

    And for terminology sake you don’t have a skid plate, it’s just a splash guard that serves no purpose other than to keep dirt and water out of the engine bay.

    I would replace your splash guard with an evolution skid plate
    haha I was calling it a splash plate after looking up the part online, but others i talked to about it including those at jiffy kept calling it a skid plate, so I figured it was just a euro term or something, good to know though.

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    If I owned multiple retail businesses customers would NOT get the type of personal service that Kent gives to every issue that customers have. You’d be talking to a minion, like you get if you called into any large company

    I really don’t see how you can have a customer service issue with that sort of attention. It’s stampede and he was replying to you at 10pm!

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    Quote Originally Posted by ercchry View Post
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    If I owned multiple retail businesses customers would NOT get the type of personal service that Kent gives to every issue that customers have. You’d be talking to a minion, like you get if you called into any large company

    I really don’t see how you can have a customer service issue with that sort of attention. It’s stampede and he was replying to you at 10pm!
    At the start, I wasn't looking to talk specifically with Kent, after sending a pm on a Sunday on beyond, I called his shops up asking to talk to someone. Eventually I got a call from him after being tossed back and forth between both places. Had I been talking to someone else in charge the same issues would have applied.

    I honestly wasn't expecting a reply that late, so yeah, surprised I got anything back right after I sent the last few messages. But...all the replies were all defensive at this point. It's not like I was looking to get into an argument with the guy.

    That day, Jiffy didnt finish with my car until after 8pm, I was in the bay for ~35-45 minutes for them to put the replacement splash shield in, the length of time it took made me suspicious. I drove home after, ate a late dinner, then went back into the garage, jacked the car up and took a look under. Once I saw the work that was done, I took photos under the car and sent em off (first message was at 9:18pm). I was a little ticked off being lied to and seeing the way it was done. I guess I could've waited until the next day to send the photos, but I honestly didn't even look at the time when I sent the first text.

    Either way, I doubt that would have changed the outcome, and in no way would it have changed anything that happened at Jiffy leading up to the texts.

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    Quote Originally Posted by gretz View Post
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    wow... my first thoughts when reading this were

    "5 days later, it comes loose?" Looking at all of the scratches under your front bumper, i'm sure there were times this splash shield saw some action... if they were never there, what was holding it up? If I painted a car and someone came back 5 days later and said "this is scratched, repaint the car... ", it would be tough to say i'd be as helpful as Topsecret has been
    i addressed that in another post, it was held up by tabs that are meant to hold it up while putting the screws in, they are not secure enough to hold while the car is in motion though.


    You also come across very close minded about everything and say things like "after explaining it to the owner who has never seen the car, he claims the screws are rusted and broken"... There is this wild concept called communication, where employees can inform supervisors/owners/managers of the condition of things they work on. Crazy, i know, but the way you word things helps me paint a picture of the type of person Kent is dealing with.
    this is understandable considering I haven't posted the actual texts that went back and forth, he was replying within minutes directly to the photos, specifically saying "I can see from the pics thay some of the bolts are rusted and broken off...."

    if there was more communication between him and his workers, I think the screws would have all been ordered and ready to go with the splash shield knowing it was missing in the first place...the missing screws were discussed with his tech when I dropped off the original broken piece. hopefully that doesn't still make me appear close-minded?

    As for the ziptie holding that area up where a rusted bolt sheared (correct me when i'm wrong) and there wasn't a bolt in the first place... cut it off then if you'd rather that area unsupported because your rusted in bolt broke... or make it seem like a monumental issue.

    They installed a silver bolt? Silver? Holy shit, how can you drive the car confidently knowing that hideous eyesore lurks below... If it was black, would you have complained about it?
    half correct?, there was no bolt there from factory, i think there are two open holes on the splash shield that do not line up with any mounting points if i remember correct, i'm not sure what the purpose of them is, maybe for drainage. He thought there was a rusted off screw in there, and used it as grounds that the car was rusted and broken prior to the oil change. if all the mounting points were replaced with screws then I would have been fine, it would have been a bonus if they were all the same.

    so, it's not about the appearance, it's that there was only one bolt, 2 empty spots, 1 broken spot, and 1 zip tie.

    And finally, insulting the skill of the tech's doing an oil change that you don't seem to have the ability to do yourself? You are lucky that Topsecret (Kent) treated you so well...
    I've only done an oil/filter change on an older Jeep Cherokee in the past. This car is lower to the ground and much tougher to get under for me at home.I'd rather pay a shop to do it to avoid the mess and time spent doing it myself. Again, I'm no mechanic, but for me to take off that skid plate now and in the past only took ~10 minutes, so when you're at a dedicated shop space that has access to more tools and have techs that routinely do the job for a living...I would think it would take the same or less time. Also keep in mind I have been to this Jiffy in the past 2-3 times prior to this, never having any issues, with the service running around 20 minutes, granted I think the workers have changed around over time.

    This time around, I went there two times and spent over 35mins each time in the service bay, once for the actual oil change and again for the replacement splash shield. both times jiffy failed to secure the splash shields correctly...so, yes, in my opinion there may be a lack of training on the technicians end.

    You are right in that I am lucky he was decent enough to get the replacement part, he could have left me to "pound sand". This thread is by no means me knocking him for that, again I'm happy that I got a replacement part. It's the fact that it got to this point and required this much attention in the first place. Again, I went there for a straight forward, as advertised, oil change, which I have had in the past. there was no vindictive plan to go get a freebies out of this.

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