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:14/05/2024

  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.

  Went to Mr. Lube on April 27, 2024 for an appointment I booked to have 4 new tires put on my 2020 ******, and oil change and two new windshield wiper blades. After my vehicle was done I checked in the parking lot to see if they replaced the wiper blades (which they hadn't) and that is when I saw the huge scratch across the passenger side hood, above my front window trim and along the side of the passenger side front window. I spoke to an employee who took pictures and assured me the manager would call me on Monday to arrange to get the video footage to see what happened. No response, I went to Mr Lube May 4th was told by the staff they did not receive the video yet, told them I want a response by May 9th. No response, I called on May 9th still no video they told me to bring my car in so they could put it on the lift to prove it was not them. I don't believe it happened on the lift, I said something dragged across the hood, and I was not brining my car in, I want to see the video. I then called ******* security and was told they did not receive a request for the video and I needed to file a police report. May 10th Mr. Lube phoned, still no video and I told them I was going to proceed with a police report. They told me not to and a manager would call me. As of May 13th still no call from the manager. I have filed a police report file #******** who indicated it is more of a civil matter and suggested to contact BBB. I am also filing a *** report. Amount is undetermined, looking for Mr. Lube to provide the video to confirm the damage was done in their shop and for Mr. Lube to pay for the repairs.

  Business Response

  Date: 09/06/2024

  Hello,

   

  We understand the customer's complaints but as we had explained to the customer, we are waiting to receive video footage. The business is in a ******* location and it is there CCTV in use. In order to get the footage we have to go through a process with ******* corporate. They informed us we should have video footage by tomorrow June 10th 2024. 

  Once video footage is acquired it will sent to the insurance company as the customer has started an insurance claim. We will continue to deal with the insurance company as we have been in touch with them since the customer filed the claim.

  Business Response

  Date: 12/06/2024

  Hello,

  We received the video footage from ******* on Monday June 10th. The video has been reviewed by us and now has been sent off to the insurance company (***) for review.

  Final response will come from the insurance company.

  Regards,

  Customer Answer

  Date: 12/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I was told i would get to witness video upon its release, so this being said i will wait for the response from *** 
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:05/12/2022

  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.

  On Friday, December 2, 2022 around 3PM, I went to get an oil change for my 2012 **** ** at this Mr. Lube Location. I was charge $268.85 for the oil change filter replacement. However, the Mr. Lube attendant caused extensive damage to my vehicle, rendering it unable to drive and requiring the use of a tow-truck to take it to a mechanic for repair.
  
  As I left Mr. Lube, my vehicle had almost no ability to steer. I managed to circle back around and informed the employees. They had me pull into a different bay and the vehicle was looked at by a different staff member and the shop manager, who said they could not find any issues. They called in the shop mechanic as well as the franchise owner, who happened to be in Saskatoon from Vancouver. The mechanic went beneath the car and removed the shields and informed me that someone had put a screw through my power steering hose. They blamed the mechanic that had previously serviced my car 5000 kilometres ago and did not take responsibility for the damage. I agreed to leave my car there over the weekend, as it was after 6PM at this point.
  
  I conferred with an array of different mechanics on Monday, Dec 5 to garner a deeper understanding and test the validity of Mr. Lube's claims. These mechanics informed me that the power steering hose is highly pressurized, and if my previous service provider had punctured this hose, I would have been unable to drive the car away, much less drive 5000 kilometres. Therefore, it is impossible for my previous service provider to have punctured this hose, as Mr. Lube claims. Because the power steering failed immediately after leaving Mr. Lube and because the multiple mechanics I conferred with have informed me that it is highly likely Mr. Lube is at fault, I am filing this complaint. I feel that the most appropriate resolution would be to have my purchase of $268.85 refunded, along with the costs of towing the vehicle and repairing the damage, which has yet to be determined.

  Business Response

  Date: 06/01/2023

  ***Document Attached***
  
  Hi,
  
  
  
  The customer came for an oil change and the skid plate was secured by using self-tapping screws when the lower tech took the skid plate out and removed the screws and did the oil change and did the start check power steering fluid started to come out of the power steering line as the self-tapping screw was holding the fluid.
  
  
  
  The customer was informed about the issue and advised to take the vehicle to the shop where the last service was performed as they used the self-tapping screws the manager told the customer that he can leave the car at the shop and pick it up later as there was no power steering, the customer left the car and picked it up later with a tow truck.
  
  
  
  Please find attached pictures of the screws used to secure the skid plate and a picture showing the screw going through the power steering line.
  
  
  
  Regards,
  *** **************** ***************

  Customer Answer

  Date: 13/01/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I do not accept the owners response to this claim because it is a false account of the events. I was never informed by any tech that there was leakage from my power steering hose. The techs completed the oil change, screwed in the skid plate, collected payment, and sent me out the door. Immediately, I noticed that my power steering was affected and I returned to the front of the building. The techs looked at my vehicle again and could not identify why I had no steering ability. It was not until the owner and mechanic arrived that I was informed of a puncture in my power steering hose. At this time, they placed the blame on my past service provider who performed an oil change over 5000kms ago. This service provider exclusively employs red-seal mechanics and has serviced my vehicle dozens of times without incident.