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Business Profile

Lube Services

Mr Lube

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lube Services.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

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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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Complaint status

Complaint type

  • Initial Complaint

    Date:06/12/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    June 4th- went to Mr. Lube (Main St.), because of a flat tire on the back right side. Technician points out that the tire was scratched all around and told me I had to buy 2 new tires. A nail was found on it as well. (note- the nail was not a flat head but a s**** type one).Went back and forth a few more times. (please see account of dates, reasons and interactions on attached document)July 4th- Front right tire was completely flat, took car to a different tire service. There technician tells me that the tire is scratched, and it could be leaking air, as I kneel to look at it, I see that it looks exactly like the damaged back right (flat) tire that took me to Mr Lube a few weeks before, so I immediately went to Mr. ***** I explained the situation to a lady and technician that had serviced me. Despite all pointed evidences (all in attached document) they kept denying that they could have put the back damaged tire in the front and without any resolution I left. I contacted their costumer service right away to request the video footage, from their costumer service line response to store response, they took a long time to respond and then to conveniently say that they no longer had the video footage and again with no offer to take accountability. Even without the video footage, here and in document attached I am presenting enough factual evidence that should serve as prove that the switch happened and I call forth my costumer rights and your help to settle this ********* this point, since they haven't taken accountability or offered me any resolutions, and because I would not want to do anything else on my car with them, I would like to return the tires I bought from them and to get a full refund.

  • Initial Complaint

    Date:07/06/2024

    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 have attached the letter that I sent to Mr. **** below. Including dates, amounts spent, the issue at hand. I also attached my two Mechanic reports as well as Mr. ****** response.

    Customer Answer

    Date: 07/06/2024

    I only asked for an oil change. They pressured me to get an engine flush. The next time I drove my car the engine overheated and I blew the head gasket. My car is no longer operable.

    Business Response

    Date: 25/06/2024

    The customer's complaint has been analyzed and closed on our end.

    The Claim was observed to be illegitimate. The Customer was informed of a smoking in their engine prior to conducting the oil change, when the cap was removed. The same was observed when draining the customer's oil (service was conducted upon customer request). 

    We are not a shop to diagnose major issues like a Headseal issue or other issues which require a  red-seal mechanic, as we do not engage in such mechanical repair as part of our business. The oil was very low as well, and sometimes low oil can cause issues/smoking due to inadequate lubrication levels. Our engine flush is not harmful to gaskets, it's formulated to not interact with gaskets or seals at all. It's a mild product. There are more aggressive flushing chemicals on the market, we do not carry, offer or sell such products.

    The potential issue was documented on the customer's invoice, and the customer was informed. Since it did turn out to be a major mechanical issues, and it was observed prior to conducting the oil change, the issue was present prior or after the service.

    The issue has been deemed closed on our end, and the customer was informed of this decision.

  • Initial Complaint

    Date:20/12/2022

    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 asked them to change the tires on my vehicle, a 2017 ***** *****, on December 3, 2022. I picked up the vehicle that day to find that my tires were almost completely flat and I had to go back on 2 occasions to try and get you to fix it. When I originally came in, I explicitly told them (I have a witness that went there at the same time as I did for his tire change) that the rims probably were not for the right car and to check before doing anything. I asked him to confirm with me first and to use my summer rims if he wasn’t sure. The technician told me it was fine, that they fit and he would put them on my car. Once I drove off, my friend who was following from behind noticed that the wheels were shaking dangerously and the tires were almost flat. I was charged almost 200$ for this and when I went back, they quoted me an additional $400 to switch the tires to my summer rims, without even noticing the damage they did to my car. I then went to consult another garage (Kal Tire - 1670 Main St, Vancouver, BC V6A 2W8) and they said I should not be driving my car as it was very dangerous. Mr. Lube damaged the studs & lug nuts by forcing rims that didn’t fit the car. They completed the repairs and quoted that the previous garage caused the damage, to a total of over $900 in repairs. Mr. Lube now refuses to acknowledge any fault in this and is trying to point fingers at me, a person who is not a technician and who, unfortunately, listened to their “expert” advice. They were under a legal obligation to carry out the work on my vehicle with reasonable skill and care, using parts of merchantable quality and fit for their purpose. The problems I have outlined indicate that they failed to do so. They also tried saying we did something wrong or there was previous damage. I've included my car's full report showing that it was checked and all was well before. To resolve the problem, I would appreciate the cost of repairs done by the independent garage to be paid back in full.

    Business Response

    Date: 03/01/2023

    We're sorry to hear of the issues you're experiencing. Regardless, we are not to be held responsible for any rims or supplies that are supplied by the customer to be used on the vehicle. As we are not a salepart shop, we are only a service maintenance and tire shop.
    The rims which the customer brought were previously used and purchased online.
    Alex S***

    Customer Answer

    Date: 09/01/2023



    Complaint: ********



    I am rejecting this response because:

     

    This only shifts the blame to the client. This is unacceptable and does not help in any way. How is it fair to damage a car after saying it's fine, then letting me drive away with a dangerous car. It's dishonest at the least and should be rectified.




    Sincerely,



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

  • Initial Complaint

    Date:16/09/2022

    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.
    Came into mr lube 4 weeks ago for oil change , car has been leaking ever since , I have been back to the mr lube location 5x over the past 3 weeks and still leaking , *** is now fixing it and has sent me a video of the wrong bolt with a bunch of lock tite and glue because they broke my oil cap , the bill is now 6k and the manager Alex at Mr,Lube @1790 main is the worst manager I have ever dealt with , I have been going to mr lube for oil changes ever since 2018 and had all receipts in order(3)the manager asked to see my receipts , walked away and came back with 2 different copies stating I was lying and I had never been there for an oil change starting in 2018. (I have emails from me lube starting in 2018 that literally says registered via licence plate at mr lube. I would love to upload the video that the *** technician has taken but can only seem to load videos only photos , so I have uploaded a picture of a random bolt with glue oozing out of my oil pan cap. I have sent an email
    To customer support .

    Business Response

    Date: 16/09/2022

    Just for clarification,

    We need a written estimate with a mechanic's report to clarify what job they will do exactly, and the cost, before we can authorize the repair.

    Customer Answer

    Date: 16/09/2022

     

    Complaint: ********



    I am rejecting this response because after weeks of hearing nothing back i was forced to bring my vehicle into *** and have the work done, it is currently being repaired and I have notified the business of the estimate , not once was I told to get an estimate of repair to business until I made complaint with bbb and to corporate . I will send a copy of the bill once work is complete, once the business has paid the bill I will be happy to close this complaint .



    Sincerely,



    ***** ******

    Business Response

    Date: 29/09/2022

    We have received the quote of the cost for the repair, and the repair has been paid for already.

Mr Lube is NOT a BBB Accredited Business.

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