Jiffy Lube scam
If you've ever gotten an oil change at Jiffy Lube -- or think you might want to -- read this first. And don't miss the videos!
Channel 4 in Los Angeles got a tip from an insider that at the Jiffy Lube service centers in the LA area owned by franchisee Heartland Automotive, they were recommending additional work, pretending to do it, and charging for it -- but not doing it! Channel 4 used hidden cameras and pre-marked parts to conduct an investigation at nine outlets -- and got the whole scam on video, including an admission by one store manager.
It turns out that Heartland management had a quota for the shops -- a quota that was higher than it was possible to meet in the hours the store was open. The only way to charge enough work was to not take the time to do it.
You might think that once the Jiffy Lube corporate office heard about Heartland's antics they'd come in and clean house. Well, they claimed to -- but this is the third time Channel 4 has investigated Jiffy Lube outlets in the area, and every time Jiffy Lube claims they'll crack down on it. They close the outlets involved for "training" -- but the insider says that rather than being trained to be honest, they get trained on how not to get caught.
Bolstering that claim is the fact that Jiffy Lube shunned the station, and repeatedly and steadfastly refused to make any statement on camera. Eventually, what little they said was communicated to the station by email.
If a franchisee is found cheating customers, I would expect the company to be more concerned. The insider said the instructions to charge for work that isn't done come "right from the top" -- and I got the impression he means the corporate office, not just the franchisee's office. Apparently Jiffy Lube's expectations are also too great, and it may even be subtly communicated by a wink-wink-nudge-nudge that the quota is more important than the quality -- or even the existence -- of the work.
I'll never take my car to a Jiffy Lube again. The company's response toward the franchisee's lying, cheating and stealing makes it obvious that any franchisee can do it, and may even be encouraged to do it. I don't care who owns the individual outlet I may go to ... I don't trust the whole company.
Channel 4 in Los Angeles got a tip from an insider that at the Jiffy Lube service centers in the LA area owned by franchisee Heartland Automotive, they were recommending additional work, pretending to do it, and charging for it -- but not doing it! Channel 4 used hidden cameras and pre-marked parts to conduct an investigation at nine outlets -- and got the whole scam on video, including an admission by one store manager.
It turns out that Heartland management had a quota for the shops -- a quota that was higher than it was possible to meet in the hours the store was open. The only way to charge enough work was to not take the time to do it.
You might think that once the Jiffy Lube corporate office heard about Heartland's antics they'd come in and clean house. Well, they claimed to -- but this is the third time Channel 4 has investigated Jiffy Lube outlets in the area, and every time Jiffy Lube claims they'll crack down on it. They close the outlets involved for "training" -- but the insider says that rather than being trained to be honest, they get trained on how not to get caught.
Bolstering that claim is the fact that Jiffy Lube shunned the station, and repeatedly and steadfastly refused to make any statement on camera. Eventually, what little they said was communicated to the station by email.
If a franchisee is found cheating customers, I would expect the company to be more concerned. The insider said the instructions to charge for work that isn't done come "right from the top" -- and I got the impression he means the corporate office, not just the franchisee's office. Apparently Jiffy Lube's expectations are also too great, and it may even be subtly communicated by a wink-wink-nudge-nudge that the quota is more important than the quality -- or even the existence -- of the work.
I'll never take my car to a Jiffy Lube again. The company's response toward the franchisee's lying, cheating and stealing makes it obvious that any franchisee can do it, and may even be encouraged to do it. I don't care who owns the individual outlet I may go to ... I don't trust the whole company.