Complaints

This profile includes complaints for Prairie Lube Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Prairie Lube Ltd. has 22 locations, listed below.

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• 

  Prairie Lube Ltd.

  39 4948 126 Ave SE Calgary, AB T2Z 0A9

• 

  Prairie Lube Ltd.

  2024 3 Ave S Lethbridge, AB T1J 0L8

• 

  Prairie Lube Ltd.

  9650 Macleod Trail S Calgary, AB T2J 0P7

• 

  Prairie Lube Ltd.

  1100 3800 Memorial Dr NE Calgary, AB T2A 2K2

• 

  Prairie Lube Ltd.

  200 8888 Country Hills Blvd NW Calgary, AB T3G 5T4

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:13/02/2025

  Type:Billing 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.

  The Mr **** on ******************************************** under Prairie **** has financially taken advantage of my elderly, broken english speaking mother. On Feb **, 2025 she went in for a standard oil change listed at $******. They claimed she needed several additional service packages totalling $*** yet was only there for ** minutes. Each location have video surveillance and can be investigated if necessary. She paid the bill, but was confused why the amount was so high. My brother in Lethbridge spoke with the location and they claimed they did nothing wrong. My guess is if the technicians are crooked, so is management. This needs to be further investigated so it doesn't keep happening to innocent targets of the elderly and ESL folks. This business practice is unacceptable.

  Business Response

  Date: 03/03/2025

  We spoke with ******, we explained the services we completed and why they were due, by age and mileage of the vehicle. We also explained the only way we could entertain compensation would be if we were provided documentation showing the services have been completed elsewhere and are still up to date. ****** says she understands and again we communicated to ****** we did not try and take advantage of her mother and our techs were just doing their jobs as service advisors. Our advisors are instructed to follow the vehicles owners manual maintenance schedule. 

  Customer Answer

  Date: 03/03/2025

   
  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:31/01/2025

  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 **** the beginning of the year. I went for an oil change and ended up getting my transmission fluid drained with out telling me and them not realizing they did. I then drove my car for over 200km crippling and transmission. They also added 18 liters of oil to my engine over filling the engine and damaging it that way. My coolant lines also blew. This was told to me by Mr **** checking their cameras and acknowledging it was their fault. Now they are not answering my calls or emails to deal with this properly and costing me a lot of money because my car is broken. I asked for a rental car and that said they will not give me one causing me to have to buy another car. I am hoping for other to see this reputation and how they handle things. The employees at Mr **** informed me this has happened multiple times

  Customer Answer

  Date: 31/01/2025

  the email i am in contact with right now is the area manger of mr **** in ***************. His email is ************************************************************** i am not sure if this is the email you should contact but its how i communicate when they actually answer.

  Business Response

  Date: 06/02/2025

  We have been in constant contact with Mr. ***** the vehicle has been inspected by a third-party transmission shop that has conducted a compression test, as requested by Mr. ***** and have concluded the engine performance is as expected.  Mr. Transmission also completed a road test and inspection of the transmission and found the transmission to be normal. The coolant lines were determined to be a pre-existing issue not related to the Mr. Lube service. 

  Customer Answer

  Date: 11/02/2025

   
  Complaint: 22874887
  
  I am rejecting this response because: Mr.Lubes response was untruthful and factually incorrect. I feel like there department is going through to many hands. Mr.transmission said to me when i came in the car was only tested while in the shop. I was the one who test drove it on Jan.16th and found the car was still damaged and not functioning. They also completely stopped being in contact with me after jan 13th 2025 and i messaged 4 times to finally get a response on jan 30th. Then finally on Feb 7th i got escalted to a new employee and still no fix for the car as of yet. 
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 06/03/2025

  We have been in contact with Mr. ***** we made an offer to settle the damages to which Mr. **** declined our offer. 

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 22874887
  
  I am rejecting this response because:
  The offer they made me extremely unreasonable. I have decided to hire a lawyer and will be going that route unfortunately. I tried to communicate and make a reasonable settlement amount. For now they can talk to my lawyer and hopefully do the right thing. They offered me 3000$ to fix my car even though it was a 4500$ for the new transmission and labour not including the rebuild kit. Plus they destroyed my engine too and drove my damaged car to a shop instead of towing it. Very disappointed and hope they will acknowledge it and do the right thing.
  Sincerely,
  
  **** ****

  Business Response

  Date: 19/03/2025

  The offers that were made to *** **** were, $3000 to keep the vehicle as is or a complete buyout of the affected vehicle. The vehicle has a black book value of approximately $4500 and we offered $8500 as a buyout and in consideration of loss of use. *** **** rejected both offers countering that he would only accept $30,000 to which we declined. 

  Customer Answer

  Date: 20/03/2025

   
  Complaint: 22874887
  
  I am rejecting this response because the offers provided by Mr. Lube are grossly inadequate compared to the actual damages and financial losses I have sustained due to their negligence. While they offered $3,000 to keep the vehicle or $8,500 as a buyout, these amounts do not reflect the severity of the situation. My vehicle was fully operational and not for sale prior to their service, which left the car inoperable. Using Black Book value ignores the fact that their actions caused extensive damage, resulting in much higher repair costs. Documented estimates show that transmission replacement and labor will cost approximately $7,000 to $8,000, and engine repairs are projected at $16,000 to $18,000. I also paid $1,000 out of pocket for a coolant-related issue that developed immediately after their service. In addition, I have been without a vehicle for over two months, which has caused significant transportation costs, missed work, and emotional hardship. The $8,500 offer they mention does not begin to address these losses. Furthermore, Mr. Lube has already acknowledged internal fault, including terminating the technician responsible for the improper service. Yet, their settlement offers still fall far short of fairly compensating me for the damages. I have provided substantial documentation to support my claim and remain open to resolving this in good faith, but I expect a settlement that reflects the seriousness of the harm caused.
  
  Sincerely, **** ****

• Initial Complaint

  Date:21/01/2025

  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.

  This complaint is for the service received at the Mr. Lube location on *************************************. I had taken my 2019 ********** Atlas for an Oil change the morning off Friday, December 6, 2024. The technician highly recommended that I also get a radiator flush service, which I agreed to. The work finished around 9:30 AM and I drove to my underground parkade across the street from Mr. Lube. Upon finishing work, I drove home in the evening (around 5 pm) to find smoke coming out of the hood of my car as the engine was over-heating and there was no warm air coming into my car.The next morning (Saturday, Dec. 7th), I arranged for a tow truck to take my car to the ** dealership (VW ************ on 29th street SE) for a cost of $237.64, as I did not feel safe driving the car. They diagnosed the car on Dec. 9th and identified that the water pump leaked causing significant damage to the Alternator and serpentine belt for a quoted cost of $2,993.60. In summary, I would like Mr. Lube to refund $6,000 for the pain and inconvenience caused by hiring unprofessional and untrained staff. All of this could have been eliminated if Mr. Lube had trained their employees.Thank you for your attention.

  Customer Answer

  Date: 21/01/2025

  The direct costs that I incurred are ~$4,000 between VW SouthCentre invoice, Mr. Lube servicing and towing my car. The balance ~$2,000 is for the mental anguish and inconvenience they caused by not having a car for nearly 2 weeks.

  Business Response

  Date: 24/01/2025

  I spoke with Rana and explained after conducting our investigation and speaking with a red seal mechanic and the ** dealership, both parties do not think the service we did caused the issue on his vehicle. After explaining this to him he began to say he wants compensation and he asked for $6,000 even though his dealership repair bill was only $2800. I told him that I can offer his money back for the coolant service and $1500 strictly out of goodwill from the company and we still stand strong that the mechanical issue he experienced on his vehicle (water pump bearing issue/leak) is not from changing coolant. He was not pleased and continues to seek compensation for something Mr **** did not cause. We have since offered him $1600 as goodwill but he has refused and will take no less than $2300, but we have declined this and will not offer anything more. Rana Knows that the $1600 offer stands if he changes his mind.
  

  Customer Answer

  Date: 28/01/2025

   
  Complaint: 22836254
  
  I am rejecting this response because Mr. Lube has nothing in writing from VW Southcentre dealership that confirms damage was not done by Mr. Lube service. In addition, I have asked Mr. Lube repeatedly to show documentation that a coolant flush is required at ****** kms / 5 years for a VW Atlas. They have been unable to provide written documentation but keep referring to a red seal mechanic.

  The direct costs for this entire ordeal is closer to $4,000 plus not having a functional car for nearly 2 weeks.

  Sincerely,
  
  **** *****

  Business Response

  Date: 06/02/2025

  As discussed with Mr. ****** we received documentation from Southcentre VW (also provided to Mr. ****** that states the issue is related to a mechanical part that is a wearable item that is not directly related to the service performed by Mr. Lube. This points to a pre-existing issue related to the water pump. At this point we decline to comment further as Mr. ***** has filed for court. 

• Initial Complaint

  Date:19/11/2024

  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 into the closest Mr. Lube by my place to get my tires swapped at the 130th location. I went in to get my tires swapped and they told me that it would take a few hours because there was a lineup. Initially i agreed and I told them i was fine with leaving it because they had said it would be ready by 3-4 pm. I didn't have a problem with this because i didn't start work until 5PM.I went in and let the guy know that one of my winter tires (from what i remember from the last time i got my tire swapped) has a nail in it and would need getting looked at.He said sure he is going to keep an eye for it. I called later that day around 2:30pm asking what the status was on my car. Someone had picked up and said that it wouldn't be ready on time for 4 (the time i would need it by) I told the guy on the phone that im gonna take my car and get the tires swapped elsewhere. He said that that is completely fine, and i told him that i would grab it within the next 30 minutes and he said that was fine. i then came into the shop to take my car but then they said that my car was next on the line and said that it would be done in 30 minutes. not even 5 mins after i left i came back in because i realized that i can still take my car since they weren't working on it. i came in to one of them already taking my first tire off of my rims, they completely ignored me so i couldn't say anything or take my car back. one of them came up and said it would be done in 30. 30 minutes later i came back and it was done. I asked if they had found the nail that i had previously mentioned and the guy that worked on my car said no, and that they all looked completely fine. I took his word for it because it was hard to argue something that i was not 100% sure about being there. after work i came back to my car and heard air leaking and saw the tire flat.they were eager to get my tires swapped ASAP knowing that i was in a rush and completely disregarded the nail. it was so big you couldn't miss it.

  Customer Answer

  Date: 20/11/2024

  Hi ****,
  Thank you for getting back to me.
  Below is the address of the Mr. Lube that I visited.

  
  ************************************************************
  
  Please let me know if there is anything else you need.

  Best,

  *****

  Business Response

  Date: 08/01/2025

  I spoke with *****, listened to her concerns, She had every right to be upset as we did not give excellent service on this visit. I offered ***** her money back and have sent a cheque that she had received and was very happy for. Internally at the store we are working on better ways to document, communicate and train to prevent any further incidents. This matter is considered closed as of now.

  Customer Answer

  Date: 09/01/2025

   
  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:29/11/2023

  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 Thursday november 23rd, I took my car in to have a small leak repaired. The repair was finished, and I left. After driving the car to work and back on monday the 26th, I noticed a bulge in the side wall and contacted the shop. On Tuesday the 27th, I had the car towed to the mr. lube at **** macleod trail and talked to ****** who had originally repaired the tire. After dismounting the wheel we found significant damage to the sealing surface of the tire. ****** had noted some damage in the original invoice and had even taken a photo (which I was not shown or made aware of at the time) and mounted the tire. The damage to the bead had been made significantly worse by the installation process and I was told that the tire was no longer good and the tires I have are no longer made so I would need to buy a new set of tires (minimum $1200 before tax) but they would waive the install fee ($180). A visiting tire company representative even confirmed the tire was unsafe in it's current condition. After leaving without reaching a satisfactory resolution, I arrived at work and noticed the spare tire they had mounted was low, it had only been inflated to 33psi instead of the required 60 psi as per the tire and the door tag. I've been sent away from their shop with an unsafe vehicle twice, I wanted a $61 repair but now I'm being forced to spend hundreds. I talked to **** who informed me the tire was not damaged by the tech, and that waiving the fee and refunding my original fee was all they could do. I proposed a solution; I would find a set of tires on ******, bring them to Mr. Lube to have them mounted for free and to compensate me I requested a gift card equal to the amount I paid on Kijiji for the tires ( $400-$600) **** informed we "That's not happening". I informed **** that any solution that requires me paying for a new set of tires was unacceptable and I would continue to pursue the matter.

  Business Response

  Date: 30/11/2023

  ************** brought his vehicle in for a tire repair service at our Mr. Lube located at **** Macleod Trail SW, *******,*******, on November 23, 2023. On November 28, ************** had the vehicle towed to our shop after he noticed a bulge on the sidewall of the tire we repaired.
  At time of the service, ************** did notice pre-existing damage to the sidewall of the tire. He took pictures and documented what he saw on the service invoice. The technician made a judgement call that the damage wouldnt prevent a successful tire repair and to go ahead with the service.Repair was completed as per our internal procedures.
  When the vehicle was brought back to us on November 28, a bulge had appeared on the sidewall of this tire. The location of the bulge was in the location of the pre-existing damage. Because of the bulge, the tire must be removed from service and should not be driven on.
  Out of goodwill, store manager *********************** agreed to refund the cost of the tire repair ($60.88) as although the repair was performed correctly, unfortunately the tire only lasted 5 days due to the pre-existing damage. In addition, ***** offered a complimentary mount and balance (value $197.35) for 4 replacement tires. Because the vehicle is AWD, 4 replacement tires are required to be installed in order to meet manufacturer safety requirements. In addition, on November 29, I also offered ************** a complimentary oil change (value $186.45) to further demonstrate our goodwill.
  However, ************** disagrees and thinks we should be covering the cost of his tires as well ($600).
  I believe our offer is more than fair and are still willing to proceed with such offer.
  
   
  Sincerely,
  
  *******************
  Operations Manager
  Prairie Lube Ltd. (o/a Mr. Lube)