I-TEAM

by Frank Vascellaro
(WCCO) When someone is getting an oil change, chances are, they want it done in a jiffy. But if they're one of the thousands of people who have had their oil changed at a Twin Cities Jiffy Lube over the past couple of years, WCCO-TV's I-TEAM found they may have paid more than they needed too for better oil.

We all take part in the daily grind, so do our cars.

"In the engine, you have metal moving parts that are rubbing against each other, and when metal rubs against metal, you have friction," said Bruce Jones, the Director of Automotive Research at Minnesota State University. "Oil is obviously critical."

Experts like Jones said synthetic oils are superior.

"They're a little bit slipperier, and from that standpoint, they are more, more desirable. They are a premium oil," said Jones.

With premium oil, comes a premium price. People might be willing to pay more, but what if they don't have to?

Acting on a tip that Jiffy Lubes in Minnesota might be charging customers two different prices for similar synthetic blend oils, the I-TEAM checked it out. They had oil changes at three different Jiffy Lubes.

Jiffy Lube sells three oil change packages known as "Good," "Better" and "Best".

An undercover I-TEAM producer asked, "What is really the difference between the three? Is there really a difference?"

She was told, "Yeah, there is actually," by a mechanic at the Jiffy Lube on Snelling Avenue in St. Paul.

The $30 "Good" oil change was sold as conventional oil.

"So the conventional oil is not a synthetic at all?" the undercover producer asked.

"No, the conventional is not a synthetic at all," replied a mechanic at the Jiffy Lube in Roseville.

The "Better" synthetic blend oil changes cost $43, which $13 more than the "Good" oil change.

At the Roseville location, the undercover I-TEAM producer asked, "What is the difference between the basic one, and like the next level up?"

"Ah, the synthetic blend?" the mechanic responded.

"Yeah," said the producer.

"Just a better protection for all the pistons and it helps with burn off and stuff. It doesn't burn as fast," said the mechanic.

The "Best" oil change costs $53 and is advertised as full synthetic oil.

The mechanic at the Jiffy Lube on Snelling Avenue in St. Paul said, "You can usually go a little higher mileage on that."

After getting the oil changed, samples were taken and analyzed at Minnesota Valley Testing in New Ulm. Jiffy Lube's "Best" oil tested as advertised, a full synthetic oil.

But, it turns out, "There is no difference between the 'Good' and the 'Better,'" according to Jay Giefer who tested the oil samples at MVTL.

The proof is in oil chromatograms the I-TEAM ordered and paid for. They show overlaying patterns for the "Good" and "Better" oils.

"The oil that they are saying is the conventional oil and the synthetic blend, they are exactly the same?" asked WCCO-TV's Frank Vascellaro.

"We found that the samples from the 'Good' and the 'Better' oil changes were identical on the instrumentation that we analyzed them on," Giefer responded.

The I-TEAM showed the lab test results to their expert, and asked, "Do you think paying $13 more for what looks like the identical oil is a rip-off?"

"Yeah," said Jones. "If it's the same and you're being convinced to do something and you're told that it's better and it's not better then yeah, I think it's a rip-off."

The I-TEAM wanted answers. They found out Heartland Automotive Services in Nebraska operates all but one of the 34 Jiffy Lubes in the Twin Cities, including the ones investigated.

After several conversations with Heartland representatives in Omaha, they did agree to fly to Minneapolis to meet with the I-TEAM on the record, but off camera.

In the meeting, Heartland told the I-TEAM it was surprised to learn the oils in question are of a "common formulation" but said it was a "revelation from our supplier", ConocoPhillips, that came to light just one day before the interview.

ConocoPhillips said Heartland knew exactly what it was paying for. In a statement to the I-TEAM, the company took issue with Heartland saying, "We cannot explain why Heartland would have no prior knowledge of common formulation between the two products before now" and that "staff held meetings with them concerning this issue."

In addition, ConocoPhillips said it charges Heartland the same wholesale price for both of the oils Heartland sells as "Good" and "Better". So it's the same price for Heartland, but $13 more for consumers.

Ryan Schuh, whose wife went to Jiffy Lube said, "That's ridiculous. You're just getting ripped off."

Heartland argues consumers who pay extra for the "Better" oil change received a great value because a high performance oil filter is included. But that filter has only been part of "Better" oil changes at its Jiffy Lubes for the past four months.

The company's been charging extra for nearly two-and-a-half years.

"They didn't mention the oil filter at all," said one woman who just paid more for the "Better" oil change. "They just said the oil is better for a car with high mileage. Yeah, the filter wasn't mentioned at all."

Jiffy Lube International, the company that oversees all franchisee operations, told the I-TEAM they take the allegations very seriously and will look into the matter further. Jiffy Lube International went on to say that it's not a party to Heartland's contracts to buy oil and "was not aware that the oils used in Heartland's 'Good' and 'Better' oil change packages had the same formulation."

All of this might make consumers wonder if what the I-TEAM found happening at Jiffy Lube also happens at other quick lube shops. So, samples were taken of three grades of oil from each of three Valvoline Instant Oil Change shops as well.

In every case, lab tests showed the three oils grades were different. It appears people are getting the oil they paid for at Valvoline.

During the I-TEAM's meeting with Heartland, the company said it wants satisfied customers. The company said anyone who is unhappy with the products or services they received should visit the Jiffy Lube where their car was serviced.

Heartland is already making changes since meeting with the I-TEAM. Going forward, the company says the "Good" oil change will remain the Conoco synthetic blend oil, but the "Better" oil change will now include either a high mileage, or full synthetic oil, along with a Motor Trend high performance oil filter. The "Best" oil change will include the full synthetic oil, the high performance Motor Trend oil filter and a fuel system cleaning service.

Heartland is now running it is own tests on the chemical makeup of the oil and said it is working to clear up the miscommunication with the oil supplier.

Heartland owns all but six of the 40 Jiffy Lubes in Minnesota.

 

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