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:13/02/2023

  Type:Billing 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.

  Well if I could put in an negative star rating on their site or any other I would *** it out... my daughter brought her car down for a regular oil change and they tried to get her to do as many extra unneeded things like fuel flush, specialty oil filter would have cost her over 300 bucks if she didn't tell them no. keep in mind we purchased the car with full maintenance history all clear when she started the car as instructed all of a sudden there is a loud noise and ticking noise that was not there before. they tell her it needs to go to a mechanic to have it looked at and they didn't do it... funny that. I took it to our regular mechanic about 50 meters away and in short order they were able to confirm no oil change done and the motor is now fried and has to be changed. I have paperwork from the two previous red seal mechanics say the car is in great mechanical shape and no issues and now I'm in for a 3k repair bill with zero acknowledgment of any error from this place. angry does not begin to explain my feelings at these guys.

  Customer Answer

  Date: 13/02/2023

  yes this is the correct location

  Business Response

  Date: 16/02/2023

  Dear ******************
  This vehicle came in on Feb 10,2023 afternoon for an oil change with a mileage at ******* kms.As part of our oil change procedure, we noticed that the oil change was due at ******* kms so ************** checked for oil condition and level prior to performing the oil change. He noticed that there was not registering oil on the dipstick and informed the customer about the low oil level. Based on the low oil and being over due by **** km he recommended the engine flush and customer agreed to the service. He performed the oil change following our standard procedure. After the oil change when he started the vehicle, a whistling noise came from the engine, and he asked the customer to turn off the vehicle and double checked to ensure everything was completed correctly during the service.He confirmed the oil level was on full the correct oil filter was used, was tight and not leaking.  At this point the vehicle would not start. Since we are not a complete repair facility, we suggested the customer take it to a mechanic shop for a proper engine inspection.
  The vehicle was taken to ***** **** next door to our business, but no inspection was performed. The next day, the vehicle was driven to Fountain Tire across the street from our business where they discovered that the engine was seized.
  This vehicle came in with an engine with a pre-existing problem overdue for an oil change by **** kms and low on oil inside the motor. We had no additional service history as they were in for an oil change for the first time.  With the vehicle so overdue and neglected who knows how infrequent the had been previously serviced. Technician did hear an unusual noise when the car was rolling into our bays.  All we did at our facility was perform an engine flush to get rid of all the sludge and varnish ($20) and change the oil (high mileage - $100). We do have video evidence of the oil change being correctly performed which has been shown to the customer.I am not sure why she is complaining about the oil change not being performed,especially when she has seen the video footage which clearly shows the oil change has been performed and technician pouring oil from a new bottle.
  We do not take any responsibility for this claim as mentioned earlier that the engine had pre-existing problems especially when the vehicle is being driven with low oil. 

  Customer Answer

  Date: 16/02/2023

  
  Complaint: ********
  
  I am rejecting this response because: we have clear evidence that none of the work that we were being billed for (screen shot taken by my daughter just before paying) had not been completed.  further to that they zeroed out the bill amount once the issue with the car started when she started the car and went to leave the car bay.  We have certified mechanics reports from 2 different places (pre and post the Mr. **** visit) that the car had no issues with a clear inspection done just prior to taking it to this location.  we are now having to replace the engine and labor costing us $5k when this is clearly an error on their side.  I understand people make mistakes as we are human but ownership to ones mistake is truly expected.  i am happy to send you all the cars documentation baking up our complaint as we have absolutely nothing to hide on this issue.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 23/02/2023

  Hi ***** 
  Thank you for your reply.
  
  We have video footage showing that we did the oil change and also pictures of the oil filter from the engine showing that it is Mr.**** approved filters. Therefore We as a company isnt liable and denying this complaint. 
  
  Thank you 

• Initial Complaint

  Date:15/11/2022

  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 for an oil change on my car at Mr. Lube located on **** ****** **** ********* ** on January 13, 2022. It was promised in their ad that besides oil change, the mechanics will check the vehicle and advise me for other necessary maintenance. During the service, it was recommended to me a few additional services, including serpentine belt replacement. The reason for this recommendation was that ''serpentine belt have squeaking noise". The price that was offered to me for replacing was $250 plus taxes. I declined the replacement because I have never heard such squeaking noise from the serpentine belt before. For my big surprise, I started to hear this squeaking noise as soon as I left the Mr. Lube shop. This made me to consider their advice. So, I went to another shop a week later and replaced the serpentine belt on half price of their offer - $145. After the replacement in the other shop, I asked the mechanic how bad was my serpentine belt. He showed me the original belt and said that it was not for replacement at all. In a recent conversation with a friend of mine who is a mechanic, I found out that during my visit at this Mr. Lube branch, the mechanics there most probably did something on my serpentine belt like spilling oil on it, which made to start the squeaking noise.

  Business Response

  Date: 15/11/2022

  Hello Enand

  The store manager at Mr. Lub* **** ****** ******** ********* has already spoken to this customer and offered him 25% off on the oil at this next visit. 

  Customer is happy and we have closed the complaint at our end. 

   

  Thanks

  Keith

• Initial Complaint

  Date:25/10/2022

  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 Mr. Lube to have my tires changed to my winter tires.
  
  They changed 3 of them over but couldn't remove one lug nut.
  One worker informed me that I needed to go to ****** and buy lug nuts to have them changed. He did not order any to have them changed.
  They balanced the tires and installed what they could.
  They advised me to go to the shop adjacent to them to change the last tire.
  Instead, I went across the road to ******** ****.
  ******** **** ******** ** **** *** *** ****** ***** **** ************ **** *********** **** ** ******* *** ****** ******** **** **** ******** ** **** ** ***** **** **************
  I was charged $91.96 for four tires to be changed over and balanced.
  I'm not satisfied with the service I paid for but didn't receive.
  ******** **** was able to do the work and they didn't charge me for the rebalancing that Mr. Lube did improperly.

  Business Response

  Date: 25/10/2022

  Hi,

   

  This complaint belongs to a different franchisee SEVENTY FIVE LUBE SERVICES INC Store 159. 

  Thank you,

  Customer Answer

  Date: 03/11/2022

  Hello ******
  
   

  Yes, this is correct. My complaint is about the Mr. Lube + Tires at 2773 Barnet Highway, Coquitlam, BC.

   

  If you require additional information, please do not hesitate to contact me.

   

  Respects,

   

  ******* ******

  *** ***** ********
  

  Business Response

  Date: 07/11/2022

  Mr.******* ****** came with his 2006 ******* Torrent to get the tire change over and perform a Radiator Service on 10/24/2022 at our Mr. Lube Coquitlam facility. Our technician/ Supervisor discovered that the wheel lug nuts were extremely overtight and in the process of removing the wheel lug nut ended up damaging our tool. The vehicle came to our facility with a pre-existing issue which Mr.******* was informed about and was advised to take it to a mechanic shop to avoid any further damage to the vehicle or any injury to our staff. 
  
  However, out of Godwill, my store manager (Angrej S*****) at the Coquitlam location has already spoken to Mr. ******* on 11/02/2022  and offered him store credit of $100 or a refund for the tire service that got done at Mr. Lube 2773 Barnet Highway, Coquitlam. 
  
  The customer is dealing with another issue on his vehicle which is totally separate from the original complaint and the vehicle is at the shop. We are still waiting to hear back from the customer to close off this complaint from our side.  
  
  Our offer still stands for the $100 store credit or the refund on the tire change-over service done at Mr. Lube Coquitlam
  
  If you have any further questions, feel free to contact me directly. 
  Sunny K*****
  Area Manager
  
  Mr.Lube North Burnaby & Coquitlam
  778-242-5007