Jiffy Lube changed oil but did not add enough. Vehicle is now totaled. Jiffy offered to replace engine then.. Phoenix Arizona

Keeping this as brief as possible..

15, February 2018 /  Took vehicle to Jiffy Lube # 2269 (2702 E Indian School Rd. Phoenix) for a simple oil change.  When arrived I was the only customer.  Vehicle was immediately taken into bay.  I filled out required information, sat down then plugged in phone to wall for a quick charge.  Within minutes, I was told the vehicle was ready.  All this happened within 15 minutes.  At first I thought this was nice that I could get an oil change so fast and be on my way.  I am now without a vehicle!

16, February 2018 /  Total miles driven: 119 Engine pining once in a while.  Assumed noise was due to 'cheap' gas.

17, February 2018 / Total miles driven: 64  Engine now pinging more and louder.  Engine loss of power during accelerations.  Got home and parked vehicle.  Opened hood and let set for an hour to cool off so I could diagnose issue.  I started my diagnostics with first checking for spark because just a week before oil change, I installed new spark plugs, spark plug wires, distributer cap and rotor. They all checked out fine.  Next was the oil..  Pulled dipstick.  DRY!  Put dipstick back and started engine for 5'ish seconds in hopes to get oil splash on stick.  It worked..  I got a few drops on it.  It was totally black, gritty, smelled burnt and had the consistency of water.  Closed hood and immediately called Jiffy but they were closed until Monday morning. 

19, February 2018 / 9:28 AM / Spoke to Shawn the store manager. I explained my concerns. Shawn arrived at my home, opened hood, checked dipstick, looked at oil filter then for some reason ADDED 2 quarts of 10w 30 oil from a white bottle, started vehicle, observed it smoking and shut if off.  Was told that he was going to document this and left.

19, February 2018 / 13:25 / Received a call from Chad P.  (Jiffy area manager)  Chad came over and looked at vehicle.  Much was discussed but in the end Chad said that during the oil change, they added the required oil and did not make an error.  Chad said that the vehicle burned up the oil or leaked out and they were not responsible.  He then said that if I take the oil and get it analyzed and they do not find radiator fluid, gas or any other substance in it, they Jiffy would look into it.  I got the oil analyzed and no issues found other than the oils viscosity was gone and there was metal found in it.  This is even AFTER Shawn the store manager added two NEW quarts of oil!  I feel they were trying to hide their mistake.

Notes of interest:  On the Jiffy invoice they make a couple of mistakes that may not have been important at the time but now they show a LACK OF ATTENTION TO DETAIL.  First example.. Jiffy logged the incorrect mileage.  I have a work driving log that supports this statement.  Second example.. they entered the incorrect engine information that is in the vehicle.  They imputed VG33ER.  The correct engine is a VG33E.  The oil capacity is the same but one is a turbo and one is not.  The VIN they entered clearly indicates the correct vehicle.  This is another example of the lack of attention to detail or simply not paying attention.  Third example.. Jiffy said that the oil was 1/2 quart low when brought in.  I checked it the day before it visited Jiffy. On a dipstick, you have high and low marks with hash marks in between.  The oil was just under the high mark meaning it was at correct levels. The oil was brown like normal, still had a slippery feel to it when rubbed between the fingers and had a proper smell for its age. Reflecting back on how fast the oil was changed, this came to mind.  The vehicle was taken into the bay immediately. The oil was checked and then reported that it was low. This is an inaccurate and improper way to determine the correct levels. Any informed person would know that immediately after driving, the oil in the stick will not be accurate as you must wait a few minutes (At least 5) to let it settle into the pan.  If you read it too fast you will either not see enough on the stick or way too much because the oil is lining the dipstick tube and when you re-insert the stick, it will collect oil as it goes back down giving you a completely incorrect reading.

So, what has happened so far?  

On 28, February 2018  Randy D. (Jiffy district manager) called me and based on my arguments and oil analyst report, they have agreed to fix the vehicle.  He said that he would like to have the engine replaced at one of the Jiffy locations.  I said that I was uncomfortable with that and requested that it gets replaced at an auto shop.  Randy told me to get him an estimate.  I took the vehicle to an ASE certified shop.  They worked up an estimate and sent it to a Jodi S at Jiffy Lube.

08, March 2018 I received a letter from Travelers Insurance saying that they do not feel that their client was to blame and I had to prove it.  Remember.. Jiffy already admitted error by offering to replace the engine. They they received the requested quote for engine replacement.  Then ultimately, they put in a claim to insurance company.  Since the 8th, I have been going back and forth with this insurance company since.  I have provided detailed information and facts.  They are simply hoping I will go away but I will not!

Conclusion:  Jiffy made an error, offered to replace engine they damaged then hid behind the all mighty insurance company.  Jiffy’s decision to go back on their word and seek out a way to relieve them from obligations is unacceptable.  As far as Travelers Insurance. They are following standard S.O.P’s   Deny, deny and deny with the attitude, “we know our client made an error but you have to take it to court, waste your time and money then well pay for it.  Ultimately we hope you go away because we are big and powerful. You are the little guy are nothing to us.”   

Facts: I have home security cameras so I have video of Jiffy’s visit to my home adding oil.  I have mileage logs, oil analyst report, detailed email with supporting facts from VP of oil Analyst Company and owner of auto shop.  Cell phone date/time logs, detailed map showing that only 211 miles was driven after oil changed and vehicle died, emails to and from insurance company and so much more.  (I can provide documents and emails if needed but do not want to upload to this site because of personal adresses and information. )

Any supporting comments or suggestions are welcome.  I am finishing up on all my supporting documents getting ready for a lawsuit.  If you have had similar issues with Jiffy and could provide any details, I would love to hear from you. This company is probably a good all American company BUT they made and error, admitted it then reneged on their promise.  That is unethical and needs to be exposed.