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Business Profile

Mobile Auto Lube and Oil

Mr. Lube

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Mobile Auto Lube and Oil.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:28/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 got my oil change done through Mr. lube on jan 6. however next month in late feb, my car suddenly stalled. i had no idea what had happened. so upon calling bcaa roadside assistance they told me me car had leaked oil and the engine has no oil now. so after that situation i went to mr lube to get my car checked and see if they did anything wrong. they denied and said they did everything correctly and apparently my car engine is dead and i would need a replacement. from there i took my car to the ******* dealership. upon inspection from them they saw that the drain plug for my car was loose. and there was clear evidence that the oil had leaked from there. now after many weeks going back and forth between the dealership and mr lube, the dealership has said they would not go ahead and do any work on the car as the drain plug was loose and they do not want to take the blame and cannot fix under warranty. it is a 2019 *******. now they want me to pay the full price, almost $6000 for a replacement engine. I would like mr lube to take responsibility. i have the service manager from ******* as witness that the plug was loose and oil has clearly leaked from there as the oil marks suggested. the manager from ******* has suggested me to take them to small court as he has experienced the same issue previously with other clients. my friend suggested me i try BbB first if i can get a resolution if not i will take them to small court.

    Business Response

    Date: 02/04/2024

    Dear ******** ********* 

    ******* ***** came in for oil change with his 2019 ******* ******* on Jan 06,2024. At the time of the service milage was
    132567 KM. We performed the oil change and oil was quite dirty, based on that we did the engine flush.

    Date 07 Jan 2024
    Customer came back next day and mentioned about oil pressure light coming on and off. We inspected
    oil level, drain plug and oil filter was tight and no leak around plug and filter.

    Date: 20 Feb 2024
    Customer complaint about his vehicle stalled in the middle of road and had to tow the vehicle to our
    shop. At this time, the mileage on the vehicle was around 134500KM. On inspection we found the oil
    level was low and there was oil around the oil pan gasket and there was check engine light on for OCV
    (oil control valve).
    However we checked the oil pan drain plug and filter, both were tight. We recommended the customer
    to take the vehicle to mechanic to get it fix

    Date: March 08, 2024
    Customer came to shop with email from *** ******** ******* Coquitlam stating that cause of oil leak
    was drain plug. We asked the customer to send the actual report from the mechanic regarding the issue
    and meanwhile we checked the cameras to make sure did the double check on the vehicle.

    Date: March 09,2024
    I (******) called this customer and declined the claim as video recording shows we tighten the plug after
    the oil change and the cause of the oil leak was not the oil pan drain plug and also asked them to come
    check out the video recording of the service.

    Date: March 11,2024

    Customer came in the review the tapes and we showed him the full recording of the services and
    declined the claim based on our finding.

    Report Prepared by:
    Angrej S*****
    Store Manager
    Coquitlam
    ************

    Customer Answer

    Date: 02/04/2024



    Complaint: ********



    I am rejecting this response because:

    The dealership has declined the warranty procedure as the plug was loose. If Mr. Lube does not want to take any responsibility, I will file a small courts complaint against Mr. Lube and they can resolve it there. The dealership has specifically mentioned the reason is the loose plug and they are willing to testify against them. 



    Sincerely,



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

    Business Response

    Date: 05/04/2024

    Dear ********

    We have the CCTV footage showing that oil filter and the oil pan drain plug was tightened and matter of fact, we showed the CCTV footage to the customer as well. 

    There has been other leaks spotted on the vehicle which could possibly be the cause of the oil level to go down causing engine failure. 

    Based on our investigation, we are denying this complaint.

    Thanks

    Angrej S*****

    Store Manager

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