Jiffy Lube International (JLI) and its Franchisees care about our customers and about delivering operational excellence.

We have conducted an internal review regarding how after-market services are offered at the service centers and recognize there is room for improvement.

We have found the computer system that guides CSAs as they service customer vehicles might be the source of the less than clear service recommendations. We are making the necessary revisions to the software and improving the training materials to correct this situation.
Furthermore, Franchisees have had the ability to modify the recommendations screen on the computer, which has caused confusion. To prevent confusion in the future, JLI will modify the software to restrict the messages regarding service recommendations provided to Jiffy Lube customers.

Jiffy Lubes services 26 million vehicles a year and a small fraction of 1 percent of our customers complain about our service. We want to hear from all of our dissatisfied customers, and we address each complaint. As for fuel system cleaning, we received 79 complaints from around the nation in the last year.
All customers who believe a Jiffy Lube service has damaged their vehicle or who feel they have not received the service identified in the Jiffy Lube Pledge should call our 800-number, which is printed on their receipts, and report it. We will investigate and address all complaints.