Complaint Review: Jiffy Lube - Austin Texas

Update 4-14, had a couple of conversations with a very nice and professional operations manager by the name of Brian over the last week. He conducted an investigation and said they had multiple customer complaints of items missing from cars and that he was able to piece together from the shifts which employee had been stealing and the employee admitted guilt and was fired. Brian said the employee had sold the items off and could not return them. Brian stated the corporate office was pursuing criminal charges. They offered me two free premium oil changes which was a nice gesture.

Brian made some statements like Jiffy Lube does not tolerate theft, would go to any length to solve this and protect the customer, Jiffy Lube learned from past mistakes and so forth – just what I wanted to hear! That is great customer service, well criminal background checks on employees prior to their hire would be better, but still I am happy!

Bravo Brian! At this point I am satisfied and was going to update my review to “resolved”. 

On 4-14, I happened to notice two Glock 17 magazines with 9mm ammo was missing from the glove box so I gave Jiffy Lube a courtesy call to let them know I was not seeking any additional oil changes or compensation but would be filing a police report and a detective would be contacting them for the terminated employees name and contact info. This is for my protection as my fingerprints are on these items.

Here is when things go downhill again.

As soon as I mentioned ammo, Brian passed me to his boss Craig (sp) because it became a more serious issue which is understandable. Craig did not give me an opportunity to tell him why I was calling, he just flew into telling how suspicious it was that I was calling back a week later to report more items missing to get more money or something from him (like anyone can name all the items littered around their cars, right?). So after 10 minutes of him going on and on about how his people are honest and none of them would steal and how they have never had any complaints and that he personally spoke to all the employees and none of them stole my knife… ya, really he said that… I asked Craig, why did Brian tell me he got an admission of guilt from an employee for the theft and the Jiffy Lube had terminated him and the corporate attorney was working on presenting evidence to the police (or whoever). Well, Craig said something to the effect of that did not happen. I asked why was I told it did and Craig said he had no knowledge of any of that and he would speak to Brian, I asked him to get Brian on the phone now so we could all talk about it and Craig said no, he was working (was free 10 minutes earlier).

Craig (in an accusatory tone) said he read my review on line about what I said about him and said he did not know why I would want to return. I feel that was a hint that he did not want me to return to Jiffy Lube.

Something smells fishy, how could the general manager not know about the investigation and termination of an employee with corporate involvement?

At any rate the police report has now been filed with APD #155015688