ComplaintsforMr Lube

• Initial Complaint

  13/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  nov/12/2023. visited ****** **. mr lube location and was charged for a balancing service that was not disclosed and not authorized ' and not completed. I clearly requested tire change only, and after manager tried to upsell several items he was visibly frustrated by my refusal to proceed with any of the suggestions. I requested receipt when the bill was higher than it should be for tire change only and was told I could not have receipt, it would be emailed to me. my tires were not balanced as I witnessed the whole service, and was in/out within less than 20 minutes. certainly not enough time to balance and change 4 tires. I spoke with manager on the telephone when I received the emailed bill and he dismissed my concern and said balancing is part of the tire change service I requested. There was no mention to me about balancing, and I never authorized it. I have requested a refund for the difference, but have been declined by the manager. I intend to dispute the charge on my credit card as this is a fraudulent and misleading business practice. I visited a different mr lube location last week for same tire change service with no issues and no unexpected charges. *** **** ******** ********* 

  Business response

  22/11/2023

  It is our understanding the complainer **** ****** discussed the issues with the Store Manager on November 13 - the day after he filed the BBB complaint. It is our understanding the Store Manager and **** ****** settled the complaint amicably. 

• Initial Complaint

  15/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Visit Mr Lube for an oil change in March 2022. Vehicle was a 2011 ******* *** (Maintained to standard) Oil change was not due as there was no dash light indicating an oil change. Was being pro-active and went for an oil change, the next day entire vehicle started smoking up, the engine light was on and the vehicle had to be towed to the garage which was diagnosed with a faulty turbo due to the overfill of oil into the chamber. The acting compliance manager (Mr Brian J.) *********************************************************************** kept denying the mistake although it was clearly at fault. Although the oil chance was done at a Mr Lube, it was a company known as ******* ******** who I was dealing with the claim compensation as they claimed it is a subsidiary. No attempt was made to compensate me for the damages which was around CAD 2500 Brian j. kept insisting it is the age and fault of the vehicle, I submitted plenty of proof proving it was in-fact Mr Lubes fault as it is too coincidental for the turbo to fail few hours after the oil change, I even sent displaying proof and explanations from various sources. During exchanging of him emails, Brian J. refused to send me the video surveillance of the shop which he claimed to be proprietary (it was a red flag for me as he didn't want to show oil being overfilled), furthermore when i requested the specs for the equipment used to fill oil, I was able to show using numbers that oil had indeed been overfilled more than the necessary amount. He just ignored that and kept denying it. If anyone is actually interested I have the full email thread with attachments if needed to be analyzed further. The last email from me answers questions from Brian Jones and asking for compensation to which I have not received a reply. Also included Boyd C. who is the president of the organization, and yet still received no reply or a satisfactory solution.

  Business response

  02/12/2022

  ***** ****** has attached to his complaint, the emails exchanged. These demonstrate that ******* ******** spent considerable time and effort to respond very reasonably.

  As this was an unusual incident following the Oil Change service, we reached out to a professional contact of ours, Mr. ******* ****, owner of ******** ********** in Markham Ont.  Mr. **** assessed the information and advised that the failure of Mr. ******'s Turbo unit was coincidental to the oil having recently been changed. The vehicle is an 11 years old model with more than 210,000 km of wearing. **** ****'s assessment was shared to Mr. ****** to assist in his understanding.

  With regards the Video Record, the emails show that Mr. ****** was invited to view the video by appointment as is ******* ******** normal practice. Mr. ****** did not take advantage of this offer made for his benefit.

  With regards to "No attempt was made to compensate me for the damages" this is true. Accepting ******* ****'s expert assessment ******* ******** recognizes no responsibility for the failure nor liability for any costs. To offer assistance would not be appropriate.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩