My father brought in his 2011 GMC Sierra truck for a routine oil change on 1/27/2016 at the Jiffy Lube location near his home.
The technician servicing the truck broke/damaged the ATF dipstick tube assembly due to carelessness when it pulled out. My father observed/witnessed it.
The technician feigned ignorance and attempted to blame my father for the damage. The technician told my father to take his truck to the dealership for repair/replacement. The technician refused to take any responsibility for his own carelessness in breaking/damaging the dipstick tube.
My father had the dipstick tube repaired/replaced at the dealership and brought the invoice back to this location. He spoke with another employee. My father presented the employee with the invoice and asked what they will do to compensate the amount for the repair/replacement. The employee became irate and told my father he’ll need to call corporate with no additional details or information on how and when the follow up will occur.
My father asked the employee for his name. The employee angrily told my father he is not obligated to provide him with his name and told him to get the hell off the premises or he’ll call the police. My father was not being abusive or confrontational in any way during the interaction.
The area district manager became aware of the issue on 1/30/2016, but declined to contact me after a couple of follow up calls from me. I called Jiffy Lube corporate in Texas and was informed they would follow up with Leyon and me. Jiffy Lube corporate told me the very rude customer service by the employee and broken/damaged component will be addressed.
I took the initiative and finally reached the district area manager on the morning of 2/3/2016. He sounded as if he was not interested in the situation and stated up front that he will not compensate the broken/damaged dipstick tube and claimed they break all the time due a faulty design and quality. He stated he’ll deny and refuse any compensation by claiming it’s not their fault regardless of the technician’s recklessness.
Furthermore, he claimed the employee in question stated that my father was being abusive and combative and that is why he responded the way he did and the employee was supposedly put on final notice. His demeanor and voice on the phone clearly indicated he didn’t care about any of the issues.
The area district manager initially refused to provide me with the contact information for his manager (regional manager) until I had to press the issue.
My father has been a loyal Jiffy Lube customer for more 20 years going through at least three vehicles. My father is 70 years old. The absolute rude and unprofessional treatment by the employee who told him to leave with the threat of calling the policemen is shameful. I asked him if the audio and video recording of the interaction from the security cameras in the office can be pulled. He refused to address that.
The dismissive attitude and lack of respect towards the issue along with his cavalier responses clearly shows he doesn’t give a damn and nor does Jiffy Lube corporate.
I went up the corporate chain and spoke with the area district manager's boss. He too was equally if not more dismissive and stated without hesitation they own no responsibility for a defective and inferior part regardless of the damage caused by their technician and my father needs to take it up with the dealership.
I replied that he's refusing to any ownership of the issue regarding the damage and the rude employee. He then stated that he considers that response a personal attack and ended the call.
Don't you just appreciate good old fashioned American corporate customer service?