This is the letter I sent to Jiffy Lube today because of my visit to one of the Hillsboro locations this afternoon:
~Malia
Dear Sirs and Madams:
I had an experience today that left me mortified and humiliated. The lack of professionalism was repugnant. It surely requires attention from the local manager as well as other regional representatives. I would like to share my experience with you.
I had called earlier in the day to check the price of an oil change for my vehicle for conventional oil. The man on the phone told me that it would be the standard $35.99 because my car, a 2008 Toyota Avalon, did not require more oil than the included 5 quarts.
I brought my car in for the service and the technician who brought me the air filters and told me how much the bill was going to be was a little arrogant and was insensitive that I did not want the air filters replaced. In fact, he indignantly asked, "So you want me to put these back in your car?!?" I thought that I had made that clear, but again stated that I did not want new air filters.
He then told me what the bill was to be and I became concerned because it was nearly $10 more than the base price. I expressed this concern and that I had called earlier to verify the amount. He became very defensive saying that we can't give estimates over the phone unless we look at the car because we don't know what kind of engine the car has, etc. (Never mind the fact that all Avalons come with a V-6 3.5 liter engine.) He also danced around what part of the additional charges were for. I felt like he did not explain them to me because I was a woman or couldn’t understand the technical jargon. (Fact of the matter is, I am well-versed in automobile repair and until this vehicle have done major repairs on all of my cars, including oil changes.) I still do not know what the additional charge is for. I think it is for a special oil filter. Anyhow, I simply stated that I was frustrated because if all they needed to know what kind of engine I had, then whomever I spoke with earlier could have and should have asked that question, but did not and now because of false information I am stuck spending more money than I had anticipated. He gave me a $2 additional discount (I already had an $8 coupon) so it was now $34. I said thank you, but insisted that I was still frustrated by the lack of communication.
I sat down in the waiting room and as I did so, this young man (whose name I do not know, but we was a slender man with tattoos up his arm and a short buzz cut) went out into the bay and shouted, "Who gave a phone quote for a 2008 Toyota Avalon?" Someone responded and then the argument began. He kept shouting about how "people don't do their research before buying cars to know how much oil they take" and "now I have to deal with her while she's complaining." The argument, complaining and strong words went on for several minutes. There was another customer waiting in his car in the bay while all of this took place. After about four minutes, I walked out the sliding glass door into the bay and simply said, "Excuse me, but would you please stop complaining about me while I’m waiting here and can hear you?"
This same young man kept complaining and tried to make excuses, I repeated what I had heard him say and that I was offended that I was being talked about in such a manner while I was paying them for a service. I didn't curse. I didn't say anything directed to this particular worker. I didn’t yell. I just wanted the complaining and harassment to stop.
I went back into the waiting room to wait for my car. The bay was thankfully quiet except for requisite noises and words. A few minutes later a different man came into the waiting room and said, "That will be $33.58." I paid, signed the form and left. He did not say “hello” or “we’re all done” or “sorry.” Nor did he explain everything that was done to my vehicle. Another young man opened my door and said, "Sorry about all the drama and miscommunication." With this one exception, no one apologized for the unprofessional manner in which the situation was handled.
I am still flabbergasted by the behavior of the entire team at this Jiffy Lube location. I will NEVER go back to this Jiffy Lube again. I am EXTREMELY hesitant to ever go back to another Jiffy Lube. I feel belittled, humiliated, and degraded. I should not feel this way after any kind of professional service.
Thank you for allowing me to share my story. I look forward to a follow-up.
Sincerely,
Malia Hite
~Malia
Dear Sirs and Madams:
I had an experience today that left me mortified and humiliated. The lack of professionalism was repugnant. It surely requires attention from the local manager as well as other regional representatives. I would like to share my experience with you.
I had called earlier in the day to check the price of an oil change for my vehicle for conventional oil. The man on the phone told me that it would be the standard $35.99 because my car, a 2008 Toyota Avalon, did not require more oil than the included 5 quarts.
I brought my car in for the service and the technician who brought me the air filters and told me how much the bill was going to be was a little arrogant and was insensitive that I did not want the air filters replaced. In fact, he indignantly asked, "So you want me to put these back in your car?!?" I thought that I had made that clear, but again stated that I did not want new air filters.
He then told me what the bill was to be and I became concerned because it was nearly $10 more than the base price. I expressed this concern and that I had called earlier to verify the amount. He became very defensive saying that we can't give estimates over the phone unless we look at the car because we don't know what kind of engine the car has, etc. (Never mind the fact that all Avalons come with a V-6 3.5 liter engine.) He also danced around what part of the additional charges were for. I felt like he did not explain them to me because I was a woman or couldn’t understand the technical jargon. (Fact of the matter is, I am well-versed in automobile repair and until this vehicle have done major repairs on all of my cars, including oil changes.) I still do not know what the additional charge is for. I think it is for a special oil filter. Anyhow, I simply stated that I was frustrated because if all they needed to know what kind of engine I had, then whomever I spoke with earlier could have and should have asked that question, but did not and now because of false information I am stuck spending more money than I had anticipated. He gave me a $2 additional discount (I already had an $8 coupon) so it was now $34. I said thank you, but insisted that I was still frustrated by the lack of communication.
I sat down in the waiting room and as I did so, this young man (whose name I do not know, but we was a slender man with tattoos up his arm and a short buzz cut) went out into the bay and shouted, "Who gave a phone quote for a 2008 Toyota Avalon?" Someone responded and then the argument began. He kept shouting about how "people don't do their research before buying cars to know how much oil they take" and "now I have to deal with her while she's complaining." The argument, complaining and strong words went on for several minutes. There was another customer waiting in his car in the bay while all of this took place. After about four minutes, I walked out the sliding glass door into the bay and simply said, "Excuse me, but would you please stop complaining about me while I’m waiting here and can hear you?"
This same young man kept complaining and tried to make excuses, I repeated what I had heard him say and that I was offended that I was being talked about in such a manner while I was paying them for a service. I didn't curse. I didn't say anything directed to this particular worker. I didn’t yell. I just wanted the complaining and harassment to stop.
I went back into the waiting room to wait for my car. The bay was thankfully quiet except for requisite noises and words. A few minutes later a different man came into the waiting room and said, "That will be $33.58." I paid, signed the form and left. He did not say “hello” or “we’re all done” or “sorry.” Nor did he explain everything that was done to my vehicle. Another young man opened my door and said, "Sorry about all the drama and miscommunication." With this one exception, no one apologized for the unprofessional manner in which the situation was handled.
I am still flabbergasted by the behavior of the entire team at this Jiffy Lube location. I will NEVER go back to this Jiffy Lube again. I am EXTREMELY hesitant to ever go back to another Jiffy Lube. I feel belittled, humiliated, and degraded. I should not feel this way after any kind of professional service.
Thank you for allowing me to share my story. I look forward to a follow-up.
Sincerely,
Malia Hite
