Negligence:
At my garage it was normal for my co-workers to use improper fluids in our customers' vehicles. In regards to automatic transmissions, most of them use Dextron/Mercon 3. This was why my co-workers would usually only install this type fluid whether the transmission used it or not. My co-workers, out of laziness and ignorance, would refuse to look in the reference guide to see what kind of fluid it really needed. What was also unfortunate was that the only other type of fluid we stocked was Mopar ATF3. Thus, most new Ford (Mercon 4) transmissions and some European (SLF) transmissions we shouldn't have serviced anyway because we didn't even stock their fluid. When it came to servicing automatic transmissions my co-workers were too lazy to replace the gasket and filter. We would only perform the fluid exchange service for $70, or perform a "Drain and Fill" (if the transmission had a drain plug) service for $25. In most cases we used only Dextron/Mercon 3. As these cars left the garage I would hope that the customer's transmission would fail soon so that the company would be held responsible. However, I speculate that it took several months for these improperly serviced transmissions to break. Sadly in their case, I'm sure the customer had to pay for the repairs out of their own pocket. This was a regular event that occurred at our garage.
It was also normal for my coworkers to use improper fluids in gearboxes. Every differential that I've ever serviced used either 80w90 GL5, or 80w90 GL5 L.S. At Jiffy Lube we stocked the GL5 LS, and 80w90 GL4 gear oil. The first problem with our service on differentials was that all of our evacuation pumps where broken. Therefore, we were only capable of evacuating the fluid if the differential had a drain plug. If it did, we would perform the service properly (in the cases where GL5 LS was used) because the old fluid was removed. However, in differentials without a drain plug my co-workers wouldn't replace the fluid. Instead, they would only top it off and charge the customer for a complete service. There was also an occasion where we ran out of GL5 LS. In that case Ron Garcia ordered us to use the GL4. I'm certain that we serviced at least a dozen differentials with GL4. I hope they didn't have a drain plug in their case so too much of the improper fluid wouldn't be added.
Manual transmissions can use every kind of lubricant from engine oil to ATF. Usually if my co-workers were able to sell a service on a standard transmission he would try to determine what fluid the transmission used by examining the old fluid that came out. Unfortunately, it's difficult to tell the difference between ATF and engine oil. It's also difficult to tell the difference between GL5 and GL4. The best way to know for sure what kind of fluid the manual transmission uses is to look it up in the book. Of course that never happened. Instead my co-workers would rely on their own limited knowledge and install whatever fluid they thought was best. I witness during my employment that my co-workers consistently used GL5 in all the manual transmission that used gear oil. This was because GL5 was dispensed out of a convenient pneumatic gun. GL4, on the other hand, had to be pumped in manually. Out of laziness they used only GL5. The only times when they used GL4 was when I knew for a fact that the vehicle needed it, and I insisted that they used it.
There were two occasions at my garage where we had a large and dangerous oil spill in the lower bay. We had three bays at my garage. At the end of the night we would run the drain containers to the back of the bay and drain their contents into the main holding tank. However, it is necessary that all three drain containers be connected to the drain manifold when you empty their contents. If you were to only hook two of the drains to the manifold the third bay would get oil spilled on it. Basically the oil from the first two drains would empty out the connection for the third drain and not into the holding tank. Because one of my co-workers neglected to hook up all three drains at the end of the night the next morning when I came in there was at least 15 gallons of used oil all over the lower bay. This happened twice during my employment. In each event the oil spill was never reported. We used all of our rags to soak up the oil. Ron later ordered me to put the rags in the oil filter press to squeeze out the oil. The rags were then sent to the laundry.
The most upsetting aspect of working for Jiffy Lube for me was that Ron continuously neglected to keep hand cleaner and gloves stocked in the garage. In order to reduce the risk of skin cancer it was important to me that I keep my hands clean and wear gloves. At least half the time there wasn't any hand cleaner in the employee bathroom. Only during the last few weeks of my employment did I see Ron order gloves.
Did our customers really get the Signature Service they paid for?
I really don't think so. You must question whether or not they are actually getting the correct fluids and the oil filter replaced. Secondly, my experience has been that it is a question whether the customer gets everything else they pay for. Part of the signature service is that we check all the gearboxes. While my co-workers regularly recommended to the customer that they have their gearboxes service, they never actually checked them. This was another attempt to boost ticket average. Also, part of the signature service is that we will grease the suspension when it's possible. During the course of my employment the only suspensions I ever witnessed get serviced were one's which I serviced myself. I never once saw my co-workers perform this service.
Jiffy Lube also says they will refill the washer fluid. It was typical that our garage was out of washer fluid concentrate. When customers needed washer fluid added we would just add plain water. We also topped off the coolant reservoir for an added fee. Most of the time when the vehicle used green glycol coolant we did, in fact, add more coolant. However, if the vehicle used the 150,000-mile red silicon coolant my co-workers only added water. The customer was still charged, of course, in order to boost our ticket average.
Conclusions:
It is clear to me that the only way to correct the serious issues I've address is if Jiffy Lube begins to hire only skilled mechanics. It would be preferable if they only hired ASE certified mechanics. Most of events of incompetence I witnessed were due to the fact that the employees, out of ignorance, were unaware they were making mistakes. If a mechanic is completly unaware of how an automotive engine runs then it is unlikey he/she will understand why it is so important to have oil in it. I'm certain these are not the kind of people that should be working on peoples cars.
During my employment I worked desperately to be honest, and not take advantage of any Jiffy Lube customers. When I first came to Jiffy Lube my co-workers respected me because of my knowledge. That respect soon faded away when I wasn't selling nearly as many services as they were. Soon, I became the subject of criticism, both by Ron and Hormos. On two occasions during my employment, Hormos demanded that I sell more services because our ticket average was low. I nervously refused and told him that I would only sell services that needed to be performed. He then angrily ordered me to leave the garage. Hormos later explained to Ron that I wasn't selling services. Ron also ordered me to starting selling more. I explained to him that I felt he was demanding that I be dishonest. This conflict was never resolved.
It is clear to me that the extreme pressure to sell unnecessary services I experienced during my employment was not isolated to my shop. My co-workers were driven to sell by the company at large. Ron made it clear to us that the company had certain goals we had to meet in regards to sales. This has led me to believe that certain individuals who work in the corporate office of our district are responsible for the enormous pressure both my coworkers and I suffered to sell services.
James Rutledge Colver
425-xxx-xxxx
From:
James C.
Issaquah, WA
