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Business Profile

Auto Lube

Mr Lube

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Lube.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:20/10/2023

    Type:Sales and Advertising 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.
    October 16, 2023 invoice ******** transaction **************
    I went in for an oil change and without any discussion of what oil package I wanted, they charged me for the most expensive, without my consent.
    They told me all of my brakes were totally gone and the car was dangerous to drive and quoted me a price of $1200. He stated a few times that the car was too dangerous to drive.
    I took my car to ** **** today to have my brakes checked and found out that they are at 70% front and 60% rear and are in great shape.
    Mr Lube is ******** customers. This is *****.

    Customer Answer

    Date: 20/10/2023

    I want communication from a manager via email

    Business Response

    Date: 23/10/2023

    Dear ******** *********

    We have already refunded the money for the oil change that was completed on 16 Oct 2023.

    However the customer is asking for a refund for an oil change that was done last year 09 April 2022 at our ***** Burnaby and we have already explained the customer and denied the refund on it.

    That is our final decision

    Thanks

  • Initial Complaint

    Date:20/03/2023

    Type:Product Issues
    Status:
    Resolved
    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 March 6 when I went to Mr. Lube on Hasting street in Burnaby for a routine oil change for my **** ********. The car has only 47,000 KM mileage on it. Besides doing the oil change, a mechanic told me that my car was up for a scheduled transmission fluid change. He made a point to ask me whether I had a transmission fluid change during my last oil change. I said no and he said then the car needed to have a scheduled transmission fluid change. I trusted his expertise and agreed to have the transmission fluid change for 344 dollars (before tax). Then another mechanic told me that I needed to have my four spark plugs replaced with new ones. I trusted his expertise and agreed to have the plugs replaced for 249 dollars. After the services were done, I checked my owner's manual and found out that the mechanic had given me misleading and untrue information. The manual says the spark plugs need to be changed only after 160,00 kilometers, almost four times as much as what I have now. Nowhere in the manual says that the car needs "routine" transmission fluid change. *** ********* **** ********** *********** ** **** ** ******** *** ******** **** * ** *** *****

    Business Response

    Date: 25/03/2023

    Hi,

    The customer came on March 6th, 2023 to get an oil change. As part of the oil package, the technician checked multiple things on the vehicle out of which he found the transmission and sparkplugs to be due. The condition of the transmission fluid was bad and sparkplugs had carbon deposits on them. The technician showed both of these things to the customer and asked if they want to get them serviced. The customer agreed and the services were done. Transmission and sparkplugs were not due according to the mileage on the vehicle but they were due according to their current state of condition. We have refunded the whole amount for these services to the customer. The new invoice is attached and emailed to the customer. 

    Thanks.

    Customer Answer

    Date: 28/03/2023



    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,



    *** ***** **

Mr Lube is NOT a BBB Accredited Business.

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