Click the play button on the video window to the see the storyMost of us don't have money for 'extras' these days.
But the ABC15 Investigators found that's exactly what's being pushed at many Phoenix area quick oil change shops.
We went to 24 of the businesses in eight different Valley cities. We found that many wanted to charge us for services and parts we knew we didn't need.
That's because AAA mechanics inspected our cars before we took them anywhere. They changed the fluids, the filters, checked hoses and valves, and made sure nothing "extra" was needed.
Then we loaded the cars with hidden cameras. We had one underneath to see whether the oil and filter were changed.
And we put one above to see what the worker would do with the fluids and air filter.
At the Meineke/Econolube on Osborn and 24th street, a worker recommended we replace our air filter.
"Do you think I need it," our undercover producer asked.
"I think so to be honest with you," he told us.
"Yeah, you can see the difference," a worker said to our producer as he compared our air filter to his filter.
Later, the shop's management wouldn't comment on what we found, even though a AAA mechanic said our air filter was clean to start with.
At Scottsdale's Quick Lane on McDowell and Scottsdale Road, our hidden cameras also showed as a worker seems to just glance at part of the air filter, then recommend a replacement.
Manager Ben Levine defended his worker; "You can physically see him take the box off, " he said.
"He inspected the air filter."
But our AAA mechanic said the filter was very clean.
"Looking at this filter I would not recommend it," he told us.
Manufacturers recommend new air filters every 30,000 miles. In the desert, you should check them at 15,000 miles.
Desert Oil Changes 101
During the course of our investigation, workers also tried to sell us fuel filters, coolant flushes, and hundreds in services our experts said we didn't need.
Our hidden cameras were rolling at Cobblestone on Bell and Dysart in Surprise when you could see a worker just pop open some lids, then tell our undercover producer, "I would clean the fuel injectors and flush the radiator."
It's a recommendation that came even though our undercover video clearly showed the worker just take a quick look at the coolant, which isn't enough according to our AAA mechanic. To show the coolant was good, our AAA mechanic ran a ph test.
"The fluid is good, clean no discoloration," the AAA mechanic said.
AAA also said the fuel injectors were normal, despite a little dirt.
Managers at that Cobblestone who sat down with us and viewed the video said it's recommended based on mileage.
But the Cobblestone worker never mentioned mileage when he talked to us.
"Maybe he should have broke it down a little differently and explained this is a service that is done mileage wise," Cobblestone's Mike Hauer told us.
Hauer also defended the worker's recommendation to change the coolant.
"I think he was basing his opinion on that, that it had the wrong coolant in it," Hauer said.
However, the correct coolant was there. Hauer said the error would have likely been caught.
At the Meineke/Econolube on Alma School Road and Ray in Chandler, a worker surprised us, telling our undercover producer, "It doesn't need an oil change."
That shop and three others wouldn't even take our money.
But the biggest surprise came at a Jiffy Lube on Baseline and Extension in Mesa.
When we returned to our AAA mechanic for a re-inspection after an oil filter change, he found the oil filter had not been changed.
The same filter that we went in with was still on the car. We know that because AAA mechanics marked the filters before each stop.
Our hidden cameras showed their tech remove it, then just write a new date on it and reinstall it on the vehicle.
Jiffy Lube officials said they "have concluded this lapse in proper service is an isolated event. We are disciplining the employees involved and redoubling our efforts."
AAA Manager Gary Bons said some of what we uncovered hurts.
"There is enough honest business out there that everybody in this industry can make a comfortable living. There's no need for these types of shenanigans," Gary tells us.
Full Jiffy Lube Statement:"Both Jiffy Lube International, Inc. ("JLI") and Jiffy Lube of Arizona maintain vigorous standards to ensure quality customer service. To ensure meeting those standards, we at Jiffy Lube of Arizona send mystery shoppers into our stores. We also have an ethics phone line that employees can use to report misbehavior anonymously. And we conduct frequent store audits to measure JLI policies and procedures.
Consequently, after you informed us of your investigation at one of our stores, we looked into this situation and have concluded this lapse in proper service is an isolated event. We are disciplining the employees involved and redoubling our efforts to ensure that our customers receive the same quality service they did in the other Jiffy Lube of Arizona’s stores where you conducted your investigation."
Sincerely,
Jodi Stiles
Customer Service Manager
Jiffy Lube of Arizona
The following shops told us our oil was clean and we didn't need an oil change:
Econo Lube
4454 E. University
Mesa, AZ
Econo Lube
900 North Alma School Road
Chandler, AZ
All Tune & Lube
5190 W Peoria Ave
Glendale, AZ
Seventh Ave Lube N Tune
704 W Indian School Rd
Phoenix, AZ
The following shops sold us only what we needed:
Full Circle Auto Wash
1140 E Baseline Rd
Mesa, AZ
Jiffy Lube
6715 W Peoria Ave
Peoria, AZ
Midas Auto Service Experts
6845 W Peoria Ave
Peoria, AZ
Jiffy Lube
16875 N Reems Rd
Surprise, AZ
Econo Lube
15494 W. Bell Rd
Surprise, AZ
Danny’s Car Wash
4027 S. Gilbert
Tempe, AZ
American Auto Lube & Car Wash
797 W Guadalupe Rd.
Gilbert, AZ
Econo Lube
2343 Baseline Rd.
Gilbert, AZ
Break Masters
2344 E Baseline Rd.
Mesa, AZ
Jiffy Lube
7610 E McDowell Rd
Scottsdale, AZ
Econo Lube
7950 East Thomas Road
Scottsdale, AZ
Shell Rapid Lube
5404 W Camelback Rd
Glendale, AZ
Cobblestone Auto Spa
3739 E Bell Rd
Phoenix, AZ
