Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:31/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Mr. **** location **************************************** on Sunday July 27, 2025 for an oil change at approx. 1pm. The young man seemed only interested in selling other products like a headlight cleaning which I paid ***** and he also strongly suggested a coolant flush I declined. After the oil change was done I drove 2 km when my car began to hesitate while black smoke came out of the back. I pulled over to inspect but the smoke was already clear so I got on my way to pick up my grandchildren which was another 3 km. I was almost home when the car started to hesitate again, it wouldnt accelerate and as I pulled into a parking lot the car was smoking a lot that passer ***** thought the car was on fire. A couple came over to ask if the children and I were ok which we were and to take a look at the car. The gentleman checked the oil which was approximately 2 inches past the full **** on the dipstick. I called Mr **** to let them know the oil was over full so the manager came to my location. He arrived approximately 4:10pm-he checked the oil which was still about 2 inches past the full ****. The gentleman who waited with me indicated the possibility of piston damage which the manager confirmed their coverage would pay for any damage. He asked me to wait while he went to get a **** and drain pan. He came back about half an hour later and ****ed the car and drained a lot of the oil. He showed me the oil which was very dark and he stated he would look at the cameras. My grandchildren and I then went back to Mr **** at ****************. He drained the oil again and didnt even offer at least an apology. In fact the original young man over charged me ***** which I was unaware of. I requested a refund in which he returned ***** back to my card. I go to this location for my oil changes but I wont be going there anymore. I feel they should have apologized or given me a discount for all the inconvenience of their own negligence. My car isnt running as it was before this oil change.

  Business Response

  Date: 05/08/2025

  Thank you for reaching out and for sharing your recent experience at our *************** location. I want to extend my sincere apologies for the inconvenience, distress, and frustration this situation has caused you and your grandchildren. What you experienced falls far short of the standards we hold ourselves to, and I deeply regret the impact it had on your day.

  We have reviewed the details you provided, including the overfilled oil and the issues that followed. I also understand your concern about being charged for a headlight cleaning service that did not meet your expectations.

  To help make this right, we will be mailing you a cheque in the amount of $93.00 as a gesture of goodwill and in recognition of the inconvenience you experienced.
  In order to process the cheque, please email me at ****************** with your full mailing address and the name to appear on the cheque. Once received, we will begin processing the refund immediately.

  Your feedback has been shared with the stores management team for internal review, and appropriate steps are being taken to ensure this does not happen again. We genuinely value your past loyalty and hope to have the opportunity to restore your confidence in us.

  Thank you again for bringing this matter to our attention, and I look forward to resolving this for you.

  ***** ******
  Customer Experience Manager
  Administrative *************************
  ******************
  **************
  ********, **
  T6E 6G4

  
  

  Customer Answer

  Date: 06/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *********

• Initial Complaint

  Date:17/01/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to get my oil changed on Thursday, January 11, 2024 at
  5480 - 136th Avenue, Edmonton AB.
  I was asked if I wanted to have my air filter and engine filters changed,
  Unfortunetally I agreed- as I’ve never had them changed before and I’m a first time owner of the vehicle.
  Instead of the technician removing the clip before removing the screws to lift up the Housing for the air filter box.
  He just removed the screws and ripped the hose out of my engine.
  2 days later, my engine starts over heating and my vehicle has a big red sign on the screen that says “Engine hot
  Service throddle control”
  I have NEVER had issues with my vehicle until I went to change my oil at Mr.Lube.
  I went back to make a complaint with the supervisor *****. But was told they need to investigate (look at their camera’s) but can’t tell me how long it will take to look at the footage- days, weeks, months, years… it’s unknown.
  And I was told that if they do fix it, it will have to be at their location, otherwise they will not reimburse me. (Although I already got a quote from my dealership)
  And now I have no vehicle to drive or get to work with.
  I wish I never had my oil changed at Mr.Lube!
  They don’t take any accountability.
  I paid $209.95 for them to break my car, now I have to fork up $406.35 for a new Housing kit for my air filter box, which they broke.

  Business Response

  Date: 22/01/2024

  Mr. Lube 

  Business Response

  Date: 23/01/2024

  We are in communication with customer and resolving the issue

  Customer Answer

  Date: 23/01/2024

  
  
  Complaint: 21157324
  
  
  
  I am rejecting this response because:

  My vehicle has now been sitting outside of Mr.Lube’s personal repair shop for a week (as of Wednesday, January 17) as they refused to allow me to take my vehicle to my dealership or a shop of my choice. 
  I am now 2 weeks without a car since I changed my oil, and have already missed 6 days of work. And I JUST found out today that the shop still hasn’t ordered the part that they broke (Housing for air filter box) and now they want to charge me $1800 for other things on my vehicle. Once I refused to pay, they refused to give me a loaner car.
  I’m still waiting for a solution to have my vehicle fixed and compensation for loss of wages. 
  

  
  Sincerely,
  
  
  
  ****** **********

  Business Response

  Date: 25/01/2024

  The vehicle has been picked up.

  There was no refusal of a loaner vehicle, there was no loaners available at the shop.

  As per verbal agreement with customer and Operations Manager, a portion of the rental car will be reimbursed for the duration of our repair. 

  As noted on the invoice supplied by the customer, there is a major oil leak prior to service that is coming from the cooler unit under the oil filter housing. This is a known fault of this vehicle that is exacerbated by the cold weather and was not caused by our service. This has rendered the vehicle undrivable, if it is driven then major engine damage will most likely occur.

  In conclusion we have repaired the issue of the air filter box resulting from our service as well as reimbursement for the rental car for the time it took to repair. The other repairs are the responsibility of the customer as it has nothing to do with our service.

  We consider this matter closed.

  **** ***

  ******* ** ******** ******* for Mr. Lube

  Customer Answer

  Date: 26/01/2024

  
  
  Complaint: 21157324
  
  
  
  I am rejecting this response because:
  

  Prior to my vehicle being towed to Mr.Lube’s repair shop, I was told that my vehicle will be a priority as this was Mr.Lube’s error. 
  And that they will squeeze me in before working on other vehicles. 
  I was even offered a courtesy vehicle from the shop when being told about an $1800 job that needs to be done on my vehicle that I need to pay for, as they said my oil filter housing/oil cooler now needs to be replaced and that I have almost NO OIL in my car since I changed my oil 6 days ago. 
  although my oil light has never turned on, and there was no evidence of oil leaking out of my car whatsoever. 
  When I refused to pay, and told them that I will be taking my vehicle to my dealership where I have warranty. The courtesy car suddenly became unavailable. 
  Then I was told that the mechanic had now LOST the Housing for my air filter box which came in, and they will have to re-order it again from BC.
  That is when Mr.Lube finally offered to reimburse me for a rental car IF I pay for it first, and submit the receipt to Mr.Lube (this was the night before the vehicle was finished), after I had already missed 6 days of work. And no rental cars were available that day. 
  The very next morning my vehicle was able to be picked up… therefore I had brought my vehicle into my dealership immediately who told me that my oil filter housing/oil cooler is actually fine, and does not need to be replaced. 
  my oil is still completely full, and can’t even be topped up. 
  However, Mr.Lube spilled oil on top of my engine block, after doing my oil change, which is what I was smelling inside my vehicle, BURNED OIL from the spillage as my engine heated up. 
  The refill neck/engine oil cooler is in the same spot where you would refill oil to the engine. 
  My oil levels appear to be full and no oil leak has been found. 
  Once an oil extractor syringe was used to suck up the spilled oil from the top of my engine block, and the oil was removed/cleaned up from the top of the engine where it was spilled, no oil has leaked from the engine oil cooler or pooled up or been found on top of my engine block since. 
  All my oil levels are full.
  
  The only issue found is that someone spilled oil when doing my oil change.
  my vehicle has since been released and is very drivable. 
  I’ve been checking my dipstick every single time prior to starting my vehicle and my oil is still very full. 
  

  
  
  Sincerely,
  
  
  
  ****** **********