I take issue with the unethical sales behaviors exhibited by the manager at this location, Tabitha. I waited over 2 weeks to write this review after 2 calls to Jiffy Lube corporate and guarantees I would get a call from the district manager to discuss, but I did not even get that. Oh and Tabitha refused to give me their corporate number and claimed she did not have a district manager which was an absolute lie. She was obviously scared I would report her behavior. This review is from the perspective of a previous sales manager that believes in an ethical sales approach.
I pull up and I am greeted by Tabitha. I open my window and say to her "Hello, I just need an oil change." She said ok great, and then proceeded to say that she would also check my fluids, battery, etc. She was talking very fast, and was leading me into the office to show me where things were, etc. Again, I said "I just need an oil change", did not agree to anything else. She never asked me if I wanted all those additional things done for MORE money, she just took it upon herself to tell me what was going to happen. I have never been here so I just figured that's a part of the service.
So, I'm waiting for quite some time while other cars are getting completed, and then I inform one of the workers that I have a coupon after noticing their sign to inform them of coupons prior to service. The coupon was never checked, no one knew what coupon I had. So at this point I said nothing about this "signature service" I was conned into, as I said in the beginning "I just need an oil change."
Tabitha comes in after they inspect the vehicle etc. and it is then, that I present her with a coupon for which I thought was just an oil change. It is a whopping $60+ dollars! I am floored, as this was conventional oil, and I have never seen a price this high. The work is already being done, and it's at this point I look online at reviews and realize she charged me for this "signature service".
So I wait for the work to complete, and as a courteous customer I step into the bay where they are working AWAY from their customers to express my discontent with the situation. I asked Tabitha the manager if there was such thing as a simple oil change or was the signature service their base service? I literally had to ask this 5 times to get a straight answer out of her.
Her first excuse was that the coupon I had was for the signature service, so that's why they did it. Well Tabitha, that's a blatant lie which adds to your unethical behavior and poor customer service as you decided to give me the signature service as soon as I pulled up without asking me, as I did not present the coupon until after they pulled my car in, approximately 25 minutes later. Then another worker tells me, "It's only 10 dollars cheaper for the regular oil change since you had the coupon". Um still not the point? They don't grasp still that I'm upset at the service not the dollar amount.
So after finally getting it out of Tabitha that she misled me (no apology was given at all mind you), and that there is indeed a regular oil change just as I asked for, she proceeds to ring me up, and acts like nothing happened. She acted like I was going to come back for my next oil change. No empathy, very confusing.
As a customer, all I wanted was an apology, an acknowledgment of her mistake, something that showed me she was willing to take responsibility for her unethical actions and treat me with a little respect. I did not get that at all.
Tabitha, here's what you can do if you want to blur the ethical lines of pushing the signature service on people. You can say to the customer, "Ok we will do an oil change, and check this, that etc." And then ASK the customer, does that sound ok? Or is that alright with you? All you need is the customer to agree to the services you said you'd perform.
If I agreed to that I wouldn't have an issue, my issue is that I never did agree, and you upsold me without even asking or getting my approval, did not offer any apology, charged me for the exorbitant amount of the signature service, and didn't offer me the customer any way to make it better. If you were my employee, you'd be demoted or fired.
Big O is so much cheaper, and much more professional. read more
