Jiffy Lube Scam - Tuner-Junction

Tadashisan · #1 (**permalink**) September 2nd, 2006, 04:26 AM

http://www.nbc4.tv/mechanicinvestiga...93/detail.html

Quote:

LOS ANGELES -- Imagine going to get your car repaired, paying for it, and then finding out the work was never even done. With the help of insiders, NBC4 uncovered an apparent scheme at stores that are part of a nationwide chain with 30 million customers a year.
Video
Video: Part 2
Video: Part 3, Jiffy Lube reacts
SPECIAL SECTION: How Was Investigation Conducted? Discussion Board And More
NBC4 shelled out a lot of cash at repair shops across town. But were the repairs paid for really done?

"Does this happen to customers a lot?" NBC4's Joel Grover asked a former employee of America's biggest Lube and tune chain, Jiffy Lube. "Every day," the insider replied.
To conduct the investigation, NBC4 wired two test cars with hidden cameras in places mechanics wouldn't find. Then, NBC4 drove one of the cars to an Encino Jiffy Lube, to get an oil change.
A service advisor named Leo recommends repairs, like changing the fuel filter. "Fuel filter, every 48 months or 60,000 miles," Leo tells an NBC4 undercover producer.
NBC4 pays $240 and asks the technician what they did. "Oil change, air filter, fuel filter," the technician tells the undercover producer.
But they didn't change the fuel filter. NBC4 knows that, because before taking the car in, they lowered the gas tank, and marked the fuel filter with a big "four." After leaving that Encino Jiffy Lube, NBC4 checked the fuel filter, and the original one with the "four" was still on the car.
"It's so easy to get away with, so why go through the trouble of doing it," a former Jiffy Lube employee tells NBC4.
When NBC4 took their test car to a Jiffy Lube in Canoga Park, a manager named Anthony recommends a top of the line transmission flush.
"How does that work?" NBC4's undercover producer asked. "We do it with the machine," the technician replies. A machine called T-Tech, which they're supposed to hook up to the transmission lines under the car, to suck out all the dirty fluid.
But the entire time NBC4's test car was being serviced, no one ever touched that machine, and NBC4's hidden camera shows no one ever touched the transmission lines underneath. They charged NBC4 for the T-Tech service anyway.
It happened again at Jiffy Lube locations in Glendale, Sherman Oaks and Burbank. NBC4 got stiffed at five out of nine Jiffy Lube locations, and no one would explain why.
When NBC4's Joel Grover asked Leo at the Encino store why he charged them for a fuel filter and never put it in, Leo replied, "I don't remember." After Grover showed him the undercover tape he did remember.
"How do you explain this?" Grover asked Leo. "I don't know, to be honest," he replied.
"Were you trying to make an easy buck off us?" Grover asked.
While Grover was there, Leo called his district manager. "Channel four is right here. They caught us on camera. They didn't change a fuel filter on a Jeep," Leo told his district manager on the phone.
Grover went to Canoga Park to talk to Anthony and asked, "You charged us for a transmission service that you never did. Why?" "You can talk to my district manager," Anthony replied.
So NBC4 tracked down the district manager, Steven Ayoub at a Glendale store.
"Are you Steve Ayoub?" Grover Asked. "No I'm not," he replied. "Are you the district manager?" Grover asked. "No I'm not. I have a vehicle here," he replied.
He denied his identity and told NBC4 he was a customer.
"Which one is your car?" Grover asked. "That one," Ayoub replied. The red one?" Grover asked. "Correct," Ayoub replied.
But that red car belonged to another customer.
"That's your red Camaro back there?" Grover asked another customer. "Yeah. What's going on with it," the customer replied.
The district manager was lying to NBC4.
"I think you're the district manager," Grover said to Ayoub. "I'd like for you to turn off the camera and I'd appreciate it," Ayoub replied.
The Jiffy Lube corporation also wouldn't speak with NBC4 on camera, but in a statement said:
"Jiffy Lube International and its franchisee Heartland Automotive Services take KNBC's allegations seriously. Pursuant to its franchise agreement, Heartland Automotive Services will investigate this matter fully and take appropriate actions, as necessary, to prevent further occurrences. Additionally, Heartland Automotive Services will implement a mystery-shopper program to ensure all of its customers receive the quality car care they deserve.

macbasq · #2 (**permalink**) September 2nd, 2006, 10:01 PM

wow, franchise or not, it's safe to say i will never use jiffy lube... ever.

Retroshark · #3 (**permalink**) September 2nd, 2006, 10:23 PM

we actually watched the videos in our training session. my particular store was owned by another company, lucor. we didnt do all that shit, but hell yes it happens, and i did see some fucked up stuff happen a couple of times.

njn63 · #4 (**permalink**) September 3rd, 2006, 12:52 AM

this is why you do your own work.

street_accord94 · #5 (**permalink**) September 3rd, 2006, 01:39 AM

Quote:

Originally Posted by njn63

this is why you do your own work.

indeed.

puopjv · #6 (**permalink**) September 9th, 2006, 03:51 PM

Jiffy Lube is the worst, I don't trust them. They use shitty oil filters too. Places like this always try to tack on unnecessary work. I went to a local place, not jiffy lube, and asked to get my coolant and tranny fluid flushed and they tried to sell me a new battery as well.

Clone · #7 (**permalink**) October 2nd, 2006, 09:29 AM

Quote:

Originally Posted by puopjv

Jiffy Lube is the worst, I don't trust them. They use shitty oil filters too. Places like this always try to tack on unnecessary work. I went to a local place, not jiffy lube, and asked to get my coolant and tranny fluid flushed and they tried to sell me a new battery as well.

that happens in almost every corporate style shop... that's the job of a service writer.

Pooch 1069 · #8 (**permalink**) October 11th, 2006, 06:54 PM

Quote:

Originally Posted by njn63

this is why you do your own work.

I agree wholeheartedly. I'd bet the Jiffy Lube by my house stiffs at least 10 customers a day.