Jiffy Lube
Oshawa, Canada

Feedback on service:

On my recent visit (March 25) to your Jiffy Lube service centre located at 23 Taunton Road West in Oshawa I was less than pleased with the service in fact I was very disappointed. Not only have I made regular visits to this location for my oil changes over several years, I have also had various fluid flushes and several air filter replacements.

My recent visit was a routine oil change with high mileage oil. As the service attendant pulled out my air filter it was obvious that it needed to be replaced. Then I remembered that several months back I had purchased an air filter when on sale. I retrieved the air filter and handed it to the service attendant working on my vehicle. When I handed him the filter out of the box, I was told by another service attendant that he was going to charge me a labour fee for changing the filter. The old filter was already out sitting on top of the engine as I handed him the new one. Just what labour is necessary! The service attendant didn't merely inform me of the charge he told me he was going to charge me. Although the other service attendant was going to change the filter, this supervising service attendant informed him not to and told him that the labour fee is POLICY. Obviously, I did not have the filter changed and despite my displeasure he repeatedly insisted it was POLICY. POLICY must be your company motto because following the oil change, which at this point I was forced to get because the oil had already been drained, I asked to talk to the manager. Every question I asked was answered with "it's company POLICY". He must have said it three, four possibly five times during our conversation. It was obvious he didn't care.

I would like to think because of my loyalty and regular attendance that I was a VALUED customer but today it became quite apparent that I am not. Simply put, if your service attendant would have quite frankly informed me about your POLICY rather than tell me or even replaced the air filter and then provided me with a warning I would have been satisfied. But to be told I will be charged and that it is your company POLICY... You just lost a regular customer.

Obviously, going that extra mile for your customers is not company POLICY.

Company: Jiffy Lube
Country: USA

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