Report: #344165

Complaint Review: Jiffy Lube

  • Submitted: Wed, June 25, 2008
  • Updated: Sun, March 06, 2011
  • Reported By: Baltimore Maryland
  • Jiffy Lube
    7101 Richie Hwy
    Glen Burnie, Maryland

Show customers why they should trust your business over your competitors...

My name is Charlotte Watkins. My car's engine needs to be replaced after having what I thought was an oil change. I was told by my mechanic after he looked at the car that there was not enough oil in it to run the car. I asked why that was? I just had an oil change at Jiffy lube days before. He stated being that there was no damage to the engine or cracks it was his professional determination that there was little to no oil put in my car.

It all began on June 10th I took my car into the shop for a coolant issue. A small piece of the intake manifold had come off. This piece was called the water inlet assembly. The shop I went to did a diagnostic check on 6/11/08. The machine that they hook up to my engine told them the only thing that was wrong with the car was the water inlet assembly. They took a day to put on I returned on 6/12/ 08. They had done a visual check and inspection as well on 6/12/08. They determined that the fan for the ac/ radiator wasn't working correctly. They replaced the fan. I had this work done at All tune and Lube 7100 N Richie hwy Glen Burnie MD. 21061. On 6/12/08 it was determined by the shop my car was in tip top condition. As soon as I took my car off their lot I drove to my local Jiffy lube (across the street) to have my oil change done. I have had my oil changed there a couple of times before. I went to the Jiffy lube located 7101 Richie hwy Glen Burnie, MD 21061. (410)-760-0183.
I told them I wanted an oil change. I ask if they could let me know if anything else may need to be done such as air filter ect. I went though the oil change process which was a little different from the other times I took my car there but I pay no attention, I thought they knew what they were doing. Over the course of a couple of day I noticed my car's engine working a little harder than usual. I just went back and fourth to work and said I would take it into my regular mechanic on Wednesday ( DJ's auto repair 3619 Fort Meade Rd Laurel Md 20724(301) 490-2556 ). Tuesday June 17th my car shut down. I had it towed into my mechanic on Wednesday morning. They mechanic determined the issue was the engine shut down due to lack of oil. He concluded that there were no cracks or leaks in my cars engine that may have made the car have a loss of oil. I told him that was impossible because I just had an oil change at Jiffy Lube on Thursday. He said well they must not have put any oil in it or little to no oil. He continued by stating that this was his 3rd jiffy lube car that week. He said they (the jiffy lube in laurel not the one I went to) were pretty good about taking care of any mistake they may have made. I then felt a slight bit of relief because I thought they would take care of what their tech did wrong.

I called and spoke with 2 mangers, a young lady and a man. One by the name of Jay, Jay was the son of the GM/owner. Jay told me he would review the tapes of my service. H took 7 days to follow up with me. When I spoke with him he told me that he ha to look over some video that they use in the shop. After those 7 days he told me he thought they were not liable. I asked how he came to that determination. He told me that he wasn't able to look at the video but there were some circumstances that made him think that it wasn't their fault. I asked what they were. He stated that I had gone 500 miles between 7/12 and 7/17. I stated I do corporate housing all over MD and West VA. I work 7 days a week. I haven't done any more driving than I had done any of the other times I'd gotten oil changes there. He said it is possible to lose 3-4 quarts (out of 5 that my car takes) of oil over 500 miles. At that point I felt as though my intelligence was being challenged. He had done no investigation, he didn't go to look at my car, he hadn't contacted his INS company for them to investigate all he did was make some stuff up and hope I would fall for it.

I stayed calm and collective and stated; ok Jay, this is what happened. I took my car into your shop for an oil change after having my car worked on by an accredited shop. I bought it to you for the oil change because you have always done my oil changes. Before I left the accredited shop I asked, made sure and received paper work stating my car was in tip top shape when I drove off their lot. This mean when I drove onto your lot my car was perfect. The mechanic that has my car now says there was little to no oil in the car and my engine shut down for that reason alone and I have paperwork to prove it. There are no other explanations. I said I have been very patience and understanding under the circumstances. I haven't had regular contact with you for 7days. I have had to borrow other people's cars to just get back and fourth to work. I have called to follow up with you several times. Every time you said you would get back to me the next day I patiently waited. For you to call me after doing nothing in regards to finding out what might have happened and for the fact that your company has a pattern of this happening; for you to state that you don't think it was the fault of your shop is outrageous! He then offered to have HIS mechanic come out and break down my engine to prove it wasn't their fault. I told him none of his people were authorized to touch my car. I told him do not patronize me, you will send someone out to ruin what was left of my engine not to see who was at fault but to get yourself off the hook. He said at this time Ms. Watkins we will have to agree to disagree. I said well thank you for nothing, not even any empathy. I then called the Jiffy lube I went to and politely asked for the name of the GM (Jim) and I then realized they had the same last name. I then said "so Jay is Jim's son?" At that point I knew I wasn't getting far if the GM was his father. I called that same day and left a voice mail at their regional office in Millersville MD. By 11 am the next day I had no call back. I called it again and asked for more information. I asked who was above Jim. I was told no one. I asked for their name of their INS Company, he said he could disclose that information. I asked for a manager to call me back, he said jay would give me a call back. I told him I didn't want Jay to call me. I asked him to have Jim call me. I called back a couple times today June 24, 2008 and was unable to reach anyone. This email is to ask for help with this situation. I am unsure of what to do other than have litigation in court. I wanted to avoid court at all cost by it seems that may have to be the way to go. If someone can touch base with me on this issue it would be greatly appreciated.

Baltimore, Maryland

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This report was posted on Ripoff Report on 06/25/2008 01:54 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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Updates & Rebuttals


#1 Consumer Comment

Court Case UPDATE! Since Jiffy Lube wouldn't update it!

AUTHOR: Kenneth Shank - (United States of America)


So this morning my wife said she needed an oil change so I googled coupons for an oil change and somehow I ended up on this site reading the report by Ms Charlotte Watkins.  I also read the rebuttal but the Glen Burnie Jiffy Lube.  Well, I figured I would just update everyone as to how Ms Watkins fared in court, so you can decide for yourself whether or not you would like to use Jiffy Lube in Glen Burnie.

Case Information

Case Number:070200098882008Claim Type:TORT
District/Location Codes:07 / 02Filing Date:07/14/2008Case Status:ACTIVE
Complaint, Judgment, and Related Persons Information
(Each Complaint, Hearing, Judgment is listed separately, along with each Related Person)
Complaint Information
Complaint No:001(WATKINS, CHARLOTTE) Vs:(JIFFY LUBE #1468 )



Status Date:03/24/2009Filing Date:07/14/2008Amount$5000Last Activity Date:03/24/2009


Hey Jiffy Lube Owners?  Why didn't you update us on the status on this case like you said you would in the rebuttal?  Oh yeah, that's right because you guys lost the case, dishonesty doesn't go anywhere when you hide something.  You couldve easily posted the results and saved some of your customer base but the fact you hid it from the public means you are guilty of her report!

To sum it up, the great courts of A.A. Co. ruled in favor of the plaintiff for $5000.  If the courts have ruled in this decision, basically means the rebuttal of the Owner/Manager of Jiffy Lube was 100% dishonest and a lie.  These people obviously ran a scam on several people and these victims had high repair bills so Jiffy Lube could save $20?  Well, I hate reading about these cases and it is ridiculous that this has happened.  Neighborhood companies victimizing innocent people out of their hard earned money.  James A Booker should be stripped of his rights to run a legitimate business in our County, and if Jiffy Lube had any public relations department, they should force him to sell his franchise for tarnishing the brand that Jiffy Lube has.

I do not know Charlotte Watkins & I am not a disgruntled customer of Jiffy Lube, I don't even go there because they are overpriced.  But reading this story and doing a little bit of research frustrated me enough about this company to post this!  Also, I would like to note that if James A Booker, his son, and the rest of his cronies had done the right thing in the first place, they wouldnt have to pay out this money now!  Serves these crooks right!

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#2 REBUTTAL Owner of company

Jiffy Lube Rebuttal

AUTHOR: Jay - (U.S.A.)

I have been in contact with Ms. W and explained to her the reason for the delay was that I was trying to review the video surveillance from the day of service. Our DVR was damaged and it was taking longer than expected to review the video. Also wanted to note that the mechanic the car was towed to stated to my Manager and I that the car was about 1 to 2 quarts low on oil. I explained to Ms. W that this amount of oil burn off is not unusual given the circumstances and that would not cause a motor to fail. I also explained to Ms. W that this motor was used (Ms. W's mechanic told me he put a used motor in the car some time ago) and there is no way to tell what type of internal condition the motor was in. I further explained that it is impossibel for another shop to determine the condition of a motor from just a visual inspection.

When I finally was able to review the video from our service it was absolutely clear that our technician added the correct amount of oil to the car. After the car was started he verified the oil light was off and again verified the oil level was full as per our procedures before the vehicle left our shop. Also note that there is clear communication between the technicians as to when the vehicle is ready for oil and when oil is being added to the vehicle. The Jiffy Lube invoice also states that 5 quarts of oil were added which is exactly how much oil the vehicle takes.

I contacted Ms. W and explained that I would be happy to share the video with her so that she could see it for her self. I explained to Ms. W that it is unfortunate that this happened, but clearly we did not cause the problem. I called Ms. W back on Monday June 30 so that we could meet at my office to review the video together. Ms. Watkins stated that she was waiting for a co-worker and that she would call me when she was on the way over. I waited until 3 pm at the office, but Ms. W never did call me. I again called before I left the office for the day and left her a message for her to call at her convenience if there was anything else I could help her with.

Since our last telephone conversation Ms. W has filed several complaints and done everything possible to tarnish our reputation in the community. Our company has been an accredited memeber of the BBB since 07/23/2004 and we are in good standings with the BBB. Ms. W has filed a civil suit against our company and given these circumstances we have chose to defend our case in court. I will update you with the results.
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