Jiffy Lube

I had a very disappointing experience today at Jiffy Lube. I was trying to find somewhere quick to get an oil change and I noticed Jiffy Lube on East Washington so I headed over there when I parked my car in front of the garage door the staff told me it would be about 35 to 40 minute wait which wasn’t a huge deal for me since it sounded like a reasonable timeframe. I waited in the little waiting area which had some limited magazines, and no Wi-​Fi (that I knew of). There wasn’t much else to entertain yourself, no TV so I just played on my phone for a while. I finally looked up and noticed that I had been over an hour since I was waiting. I didn’t want to say anything since they seemed pretty busy. I looked up and realized it had been over an hour. I kept waiting until about the two hour mark when the women who was working called me out to run through the optional checks. She said it would just be about 10 more minutes. It was maybe another 20. I was out of there in just around two hours which is disappointing considering they quoted me 35 – 40 minutes. No one even acknowledged the inconvenience of the wait. I wish I knew it was going to be two hours, I would have been fine with walking down the street instead of just sitting there. The reason I’m giving two stars is because the woman who helped me ended up being pretty friendly, asking about how I liked me car. She also let me use a $ 15 coupon. Not a great experience, I might go back but plan on getting a ride somewhere else during the wait.

They lied to my face. My last oil change was at jiffy lube and here I am, 3000 miles later at a competitor, finding out that this Jiffy Lube (East Washington) overtightened my drain plug and snapped it off. The problem is that instead of them telling me about it, they smeared some sealant over it and sent me on my way. Even if they are pleasant to your face, don’t do business with a dishonest business like this one.

The staff was very polite and honest! They truly care about my car and did a quality job in a reasonable amount of time! What more can you ask for? I drive a 330k mile 98 Accord and I take good care of it. I definitely trust this staff!

They didn’t do any harm to my car. I’ll give them two stars for that.
Lackluster, robotic, borderline rude desk clerk, sneaky pricing structure, and slowwwww.
The guys who did the actual oil change were very nice. If I had to rate based on only them, it would be a better review. Sorry, guys. Not your fault.

Kyle and team did a great job! I stopped in with a transmission that had been overfilled by another Jiffy Lube in IL. Kyle and the team got me in and out at no charge. This is why I continue to be a Jiffy Lube customer for well over 10 years.

I have been to this location twice since moving into the area. The first time was fine — not particularly good, not particularly bad. Last year the franchise that owns this Jiffy Lube settled a class action lawsuit for illegally spamming customers through SMS text messages. As one of the consumers affected, I received a credit of $ 17 toward a future service. However, when I went to use the voucher, things only got worse.
After completing my oil change the staff told me that my voucher was not good toward the service I’d selected because that service was offered at a promotional pricing. I asked the staff to point out which signage or documents stated their regular value oil change was a «promotion» but they could not provide any supporting evidence, other than their word. I was told that my only option was to pay the full price, leave, and call their district manager and ask for a refund of the amount I’d overpaid. Obviously I refused. I asked them to call their district manager while I was there, understanding that the staff at that location (including the manager) had no power to resolve customer issues. The district manager did not answer, and never returned my call. The staff could not provide any other options for resolving the issue aside from charging me for a more expensive service (which I had not received) and applying the credit though this would still cost me more than what I should correctly have owed.
I was finally able to resolve the issue by contacting the hotline for the settlement, which confirmed that the voucher could be used toward the service I had received. While the staff were polite throughout this entire situation, they were obviously frustrated that they had been given false information from their district manager who had instructed them not to take these vouchers for the value oil change.
Having been very frustrated myself by the complete lack of consumer complaint resolution procedures, I sent an email to the Jiffy Lube corporate office describing my experience. It was a week and a half before I received a response from the district manager (who addressed me with the wrong name). I did receive an apology and the offer of a refund or coupon toward another service. While I generally appreciate a company’s willingness to correct their mistakes, the fact that he continued to use the wrong name even after I included my correct name in my response; that this seems to have been an intentional effort to force customers to purchase more expensive services; and that there was no explanation of how customer issues will be better resolved in the future all make me concerned enough to avoid Jiffy Lube in the future and share this experience so others can be more careful consumers when dealing with this company.
UPDATE 1÷16÷14: As of this time (2 months after my last communication with the district manager) I still have not received the promised refund.

Overall I was really impressed with the service here. They were dealing with a difficult customer while I was waiting and even though the customer was very upset, they managed to keep their cool and also continued work on the cars. There were two different «levels» of oil changes and a helpful flyer showing which oil change included what. I was a little annoyed that you couldn’t clearly tell what the cost of an oil change was until after they’d already begun work and called you back to discuss the different options. They display prices in their lobby for just about everything else, but the oil change signage does not make it at all clear how much it will be. Otherwise, I was very impressed. They took me back to the computer and went through the different services (in addition to the oil change) that they offer and what my car might be due for and explained everything well. Plus, I love a place that vacuums my floors when I get my oil changed!

Not the cheapest place to get your oil changed… they do offer a $ 10 off early bird special (7−10am M-​F) but the conventional oil will run you about $ 40. Next door they’ll do it for $ 20. I guess they also wash your windows and vacuum your car, but I can do that myself. They told me I should get all this work done to my car but at least they weren’t pushy about it. Also, a lot of the services they offer here you could probably do yourself (ie. clean battery terminals, replace windshield wipers, replace headlight bulb, etc).

I received the best customer service I have ever had in my whole life from the manager (Brian) at Jiffy Lube. I had some questions/​concerns about my car after having some trouble with it, not long after I had a tune-​up. I thought it might be a related issue. I couldn’t get it started and I called him. I was quite grouchy at first, but he was super friendly and helpful. He actually came out to my place, took a look at it, and helped me get it started, free of charge. You can tell they really value their customers and that they’re willing to go the extra mile. I will be a loyal customer there as long as I’m in Madison.

The guys here are very nice and didn’t try to blow smoke up my ass! Great job!