Jiffy Lube Employee signs off that work is done, but it never was! Asst. Manager says his own employee lied. Glendale California
When i went to jiffy lube, Glendale Store #1296, on March 27 2004, i went in for 3 things: an oil change, tires rotated, and air filter changed. The service tech reccommend other services and explained what could happen to my engine if items were not done. I agreed to a fuel filter service $49.99 and a auto trans drain fill svc $29.99 (which originally was going to be 89.99)
After paying the invoice, i was reviewing the service checklist and asked about the serpentine belt, which was marked - visual o.k. The tech said "yes that it was checked". i left jeffy lube after 1 hour of waiting for these changes and complained, the manager gave me a 10% next oil change. ($1.90)
I then went on to an other automotive appointment where my broken antenae was getting replaced. After the tech there finished the antenea job, he looked under my hood for any preventitve repairs. boy, was i sure surprised when he said that i need to replace my serpentine belts. i told me i had just came from Jiffy Lube and they checked it. He said no way did the check it, and ok it. it needed replacing bad, and it did, cause he showed me. he then called the manager edwin duarte at the glendale jiffy lube and explained the situation. i did change out my serpetine belt from my other tech, not from jiffy lube.
i then took the old, cracked, almost broken serpentine belt to glendale jiffy lube that afternoon and asked "how did the service checklist get a -visual-ok? especially when i asked the tech specificlly on that item. either the tech did not know what her was doing or either he lied."
The assistant manager, Armando Villelaz said "he probably lied"(the manager left for the day)
At this point i don't trust any jiffy lube employee on their recommendations. i want went to the jiffy lube customer service on-line and complained on march 27. today is march 30 8pm- i still don't have a response. i asked for a refund on items they recommend. $79.98.
also when i was in the glendale store complaining, a lady customer came up to me and said jiffy lube was netorious for recommending services that were not need. it was on the news. that why she only get her oil changed there. as for me, i have been going to jiffy lube for the past 15+ years. i will never go back!
Geri
Glendale, California
U.S.A.
3 Updates & Rebuttals
David
CALIFORNIA,California,
U.S.A.
stealing customers money caught on tv!
#4Consumer Suggestion
Wed, May 10, 2006
this jiffy lube and alot of others were caught by channel 4 for not changing fluids that were paid for stealing customers money not changing fuel filters ect
Geri
Glendale,California,
U.S.A.
your team is only as strong as your weakest link
#4Author of original report
Thu, August 05, 2004
i appriecate your response. thank you for your
managerial input. being a retail manager and
director of stores, myself, for over 20 years, i
feel i did folloow the proper channels. i did
call the store manager that afternoon and told
him i would be in. when i arrived there, he
already left. i then called the district manager
and left a message on his voice mail. he
contacted me about 2 weeks later. and he did NOTHING! i paid for the entire checklist and didn't even get that. this is the reason why jiffy lube will no longer get my business, they don't take of the customer.
as management and staff goes... your team is
only as strong as your weakest link.
maybe i'm old school, but i believe i should
have gotton some satisfaction, but, nothing! just
a sorry...
THAT is not customer service.
Brad
Springfield,Massachusetts,
U.S.A.
Def. Bad service...But...
#4Consumer Suggestion
Tue, August 03, 2004
I was really with you until the last part of your complaint...here's why:
You mentioned you've used Jiffy Lube for years - and this was your first problem? That's amazing! I personally dislike Jiffy Lube for poor service, but yours seemed fine.
As a manager, I can understand and relate to their manager's trouble in finding good help. All it takes is one bad hire (and we've all had them) to create a huge customer issue that ultimately results in a defection to the competition. Simply put: It sucks. For the customer, the manager, and people that read the complaints as most of them will never patron the organization, and the business.
Email may have not been your best means of communication. Calling their home office and asking to speak to a claims/customer service manager may have been your best bet. Waiting until the manager was in and speaking directly to him may have solved your problem and would hve saved you involving home office. Corporations take time to review claims and complaints. After all, consumers are also quite deviant - who's to say you didn't put that belt on to avoid paying? I can take my serp. belt off - and thats what they have to ensure doesn't happen.
Yelling and getting mad doesn't expedite solutions. In fact, it will probably give you the run around. Be patient, present your case calmly and I'm sure they will take care of it. If not, cooler heads prevail in small claims, don't speak of how you feel(clerks hate that): present facts only.