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:30/01/2025

  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.

  Went to Mobil1, ************, for an oil change, at approx. 5pm Mon. Jan. 27.The Mobil1 team upsold me on 2 other services. By 5:20 the salesman rung up the bill ($405.40) & pressured me to pay before my service was complete & to give a five star ****** review (waiting and watching me do it).At around 5:40 the tech asked me to start my car. My car started, then sputtered and stopped. They asked me to start it again. This time the smart starter did not turn over. A technician told me to get out of the car so he could start it. This was insulting as I knew that something wasn't right with my car and he persisted to try to start the car. They immediately told me it had nothing to do with the work they did. They proceeded to wipe the engine and spray the top of the engine. Then they repeated the oil change & asked me to start the car. The car started, then sputtered, shook and died. I had never felt my **** behave like this. They told me to get out of the car so they can start it again. I asked him to please stop because something felt very wrong with the vehicle. I was there until 6:20pm as the techs moved on to other clients. I took an **** home & called Euro Fix (the automotive shop next door) the next day to push my car over to investigate.The findings: the **** arrived at the shop "dripping in oil". The Mobil1 technician put too much oil in my **** A5 sportback, resulting in hydrolocking the engine. There was oil found in the spark plug ******** (combustion chamber) and air intake pipe. They kept the car for 24 hours and cleaned the oil from the engine. They showed me what it looked like on their scope and how much oil came out (over 6L). Definitely beyond the recommendation. The **** is now drivable. This service cost $955.35 My husband called the manager of Mobil 1 & he refused to acknowledge the facts.I went to Mobil1 in person with a technician from Euro Fix but Mobil1 Walnut Grove is refusing compensation.

  Business Response

  Date: 31/01/2025

  Hi,
  
  I am writing this email to clarify all aspects of this matter.
  
  The customer visited our shop requesting an oil change. Our technician thoroughly explained all available service packages and also offered a complimentary 21-point inspection, which she accepted. After completing the inspection, we informed her of two recommended services based on the vehicles maintenance schedule:
  
  Brake Fluid Flush Due every 3 years or ****** km.
  Fuel System Cleaning Recommended every 2 years or ****** km.
  She agreed to proceed with these additional services, which is why they were performed with her approval. Had she declined, we would have simply noted it as a reminder for future visits. Since she consented to the services, payment was required accordingly.
  
  Regarding the oil change, we used approximately 5.5 liters of oil and completed the process, including cleaning with brake cleaner, as part of our standard service. However, when we asked her to start the vehicle, it failed to start due to an unrelated mechanical issue. We immediately informed her that our service only involved an oil and oil filter changeboth straightforward procedures that would not cause a starting issue. We suggested that it might be a starter or another mechanical problem and assured her that we would investigate further.
  
  To accommodate her, we arranged an **** ride and informed her that our senior mechanic would inspect the vehicle the following morning. However, before we could proceed, she had already contacted Euro Car Fax Shop, and they picked up the vehicle from our premises.
  
  It is important to note that our invoice clearly states that all services provided at Mobil 1 Lube Express are warranty-approved. Per our policy, if any warranty-related issue arises within 30 days of service, Mobil 1 has the first right to inspect and address the matter. The warranty becomes void if the vehicle is inspected elsewhere without our prior approval. Unfortunately, the customer did not notify us before having the vehicle taken to another facility, which directly impacts the warranty coverage.
  
  Please let us know how we can proceed in addressing this situation.
  
  Best regards,
  
  ******
  Store Manager 
  Mobil 1 Lube Express
  ************ #*** -Langley, BC V1M 2Y6 
  **************

  Customer Answer

  Date: 31/01/2025

   
  Complaint: 22878189
  
  I am rejecting this response because:

  1. After the incident occurred, I told ****** ***** (the team member that was helping me) that I didn't trust the technicians to keep working on my car since I drove in with a mechanically sound car and now it was not running after their service. ****** said he completely understood and said I could have my own mechanic look at the vehicle. So I followed the recommendation from Mobil1 staff member, ******.

  2. I asked for a refund BEFORE I left the premises. ****** said his manager was unavailable. I emailed the manager the next day and he did not respond to my email. This is poor customer service.

  3. People make mistakes that's why businesses are insured. The 2018 **** A5 Sportback doesn't have a traditional oil dipstick. This might have been one reason Mobil1 technicians made a mistake. If they were confident in their work, why did they immediately drain the oil and redo the oil change?? This displays a lack of confidence in their work. I just want them to show some humility and do the right thing.

  4. Mobil1 is not addressing the findings from a third party Red Seal Certified Mechanic. The facts are written. ******** change there was an abundance of oil (I have pictures of what was drained after the car was pushed next door). As a result of too much oil, the engine was hydro locked. After the oil was drained and clean, the car started without incident. There were NO OTHER MECHANICAL problems found with the **** after the oil was cleared. I did not drive in with an abundance of oil. My car was not drivable after. 

  Sincerely,

  
  *** ******

  Business Response

  Date: 04/02/2025

  Thank you for reaching out to us. We want to clarify once again that Mobil 1 holds the authority to determine if any service work has been performed on the vehicle in relation to the warranty.
  
  At the time when the vehicle was experiencing starting issues, we informed you that our mechanic would inspect it the following day. However, instead of waiting, you chose to engage a different mechanic and had the vehicle serviced elsewhere without obtaining managerial approval. Please note that this action voids the warranty, as clearly stated on the invoice.
  
  Additionally, we confirm that the correct amount of oil was added following all required procedures. If you remain unsatisfied with the service, we are willing to refund only the oil change and oil filter cost as a goodwill gesture.
  
  This will be our final resolution regarding this matter.
  
  ******

  Customer Answer

  Date: 14/02/2025

  Complaint: 22878189
  
  I am rejecting this response because there was a breakdown in communication & transparency with the business, and I do not believe a mutual resolution will be achieved through the BBB process.

  - The manager had my contact information but never tried to connect, or listen, or resolve the situation. I attempted to reach out via email and in-person. I stood in person for over 30 minutes outside in the cold, waiting to talk with the manager. I was met by an oppositional assistant manager that refused even to entertain the idea of an oil change refund when I requested it.

  - When I was in the shop with my car on that Monday afternoon, I gave staff ample time to work on my vehicle. I left it overnight and let them know I would make arrangements the following day. The staff member I spoke to understand my lack of trust in Mobil1 and encouraged me to bring a mechanic. Now, the business is claiming the warranty is void because an outside mechanic inspected my vehicle. That was never expressed to me when I left the shop and told them I would have my vehicle inspected by a red seal mechanic. In fact, Mobil1 WG staff said they wanted me to get a mechanic to prove the car was not starting as a coincidence unrelated to the oil change.
  

  - I requested a refund at the time, before I left the shop because the service given was unacceptable, but again, the staff couldnt do anything, and the manager was unavailable. They said the manager would be in touch. He did not communicate with me during or after the incident.  

  - Regarding compensation, while I appreciate the gesture, or act of goodwill (approx. $130) it still leaves me at a $825 deficit. I admit that my original request for 100% refund was not reasonable because I chose the extra services at Mobil1 and I accept those charges. However, I still had to pay an extra $955.38 out of pocket for cleaning the oil out of my engine. At this point, I do not feel like there has been a genuine attempt to offer a reasonable resolution.
  
  The business noted this was their final resolution,BBB please advise on other options to escalate.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:08/11/2024

  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.

  On October 27, 2024, my wife, **** attended Mobil 1 Lube Express for a routine oil change. The service employee strongly advised and insisted that both, the transmission and brake fluids needed to be flushed and replaced. Due to time constraints, **** declined to proceed with these services that day, stating she would return at a later date, however service person was persistent. **** called me and put the service person with me on the phone who pressured upselling stating it was necessary otherwise my transmission would seize up. We said we'll bring it back. On October 31, 2024, we took the vehicle and had them do the transmission and brake fluid flushing and changeover and paid $403.18 for these services. However, as soon as **** started the vehicle, she noticed the engine light was on and vehicle was running rough. It was brought up to the service employee's attention. After briefly checking he assured **** that this was temporary and that the light would disappear after driving for a while. Additionally, she was told to return for a free secondary transmission fluid flush if the issue persisted. On November 6, 2024, we took it back for a "complimentary secondary *********** flush". After inspecting and test-driving the vehicle, employee, *****, informed us that the transmission was slipping gears and advised us to consult a mechanic for repairs adding Mobil 1 would assist in covering the repair costs if we presented a quote. However, by this point, the transmission performance had worsened, hesitating noticeably during shifts. Upon reviewing the maintenance records, I discovered the transmission fluid changeover had already been performed at Mobil 1 location (************************************) on September 30, 2023 and there were no need for next ****** kms. The transmission was damage after the service. I contact manager for full repair cost instead of "help" with covering cost. Manager has declined.

  Customer Answer

  Date: 08/11/2024

  Please see attached an authorization letter from my wife, **** ******. 

  Thanks,

  ***** *****

  Business Response

  Date: 15/11/2024

  Hi,
  
  Thank you for reaching out. I've reviewed this scenario in detail and would like to clarify everything here.
  
  Timeline of Service:
  Initial Visit (April 11, 2024):
  
  **** visited our Mobil 1 location for an oil change.
  At that time, we conducted a full inspection, and everything was in good condition.
  We noted on our service checklist that all services, including the transmission service, were up to date.
  Second Visit (October 27, 2024):
  
  **** returned for another oil change.
  During this visit, our technician performed an inspection and identified that a brake fluid flush was needed, but everything else was fine.
  The transmission was noted as "appears okay" on our checklist.
  **** declined the brake fluid service, and a note was made in the service comments.
  Third Visit (October 31, 2024):
  
  **** came back to get the brake fluid service done.
  During this visit, she also requested a transmission service, even though we had not previously recommended this service on any of her prior invoices.
  After performing the transmission service, a check engine light came on, which was linked to a transmission module issue. This clearly indicates that there was a pre-existing mechanical issue with the transmission, unrelated to the fluid change.
  We documented this information on the invoice, went over it thoroughly with ****, and she acknowledged it by signing the invoice.
  Additional Points:
  **** claims that a transmission service was already done at another Mobil 1 location (************************************). However, if that service was already completed there, it's unclear why she requested it again at our location, especially since we never recommended it.
  If we had recommended the transmission service over the phone, there would have been a note in the service comments or on our checklist.
  When ***** visited our store, he spoke with *****, who clarified that if there was an issue caused by our transmission fluid, we would compensate for it. However, if the issue is mechanical in nature, we are not responsible for covering the repair costs.
  For the transmission service, we used Valvoline MaxLife ATF fluid, which meets Dexron VI specifications.
  It's important to note that once a transmission is damaged due to mechanical issues, changing the fluid will not fix the problem. **** requested the fluid change, but now it seems they are trying to hold the company responsible despite being fully informed of the mechanical issue.
  I have attached all invoices and I have marked the bullet points with yellow pen which helps to check and prove all the things that I have mentioned in my email. 
  
  I hope this clears up any misunderstandings. Please let me know if you need any further details.
  
  
  ****** *****
  Store Manager 
  Mobil 1 Lube Express
  ***************** -Langley, BC V1M 2Y6 
  **************

  Customer Answer

  Date: 18/11/2024

   
  Complaint: 22531876
  
  I am rejecting this response because:

  October 27, 2024 (Approx. 1350 hrs)
  **** visited Mobil 1 Lube Express for a routine oil change. Despite the vehicle's transmission fluid having been changed at ******* km (as per the user manuals recommendation, the next service was not due until ******* km), the service employee strongly insisted on replacing the transmission and brake fluids (manual recommendation and last year's transmission service record submitted with this correspondence).
  Using fear tactics, they claimed the transmission and brake fluids were black and unsafe, warning **** of potential breakdowns and safety hazards on highway while driving.
  **** called me at 1359 hrs, worried and concerned. I instructed her to decline these services, which she communicated to the service man however, the pressure continued. At 1408 hrs **** called me again and sounded very worried  and stated the service person was very pushy and scaring her of safety issues. The service person had shown **** a ***** fluid claiming it was her transmission fluid ******* reviews indicated same tactic used with other customers).  **** put me on the phone with the service person who also told me that the transmission fluid was black and gone and would damage the transmission. He also mentioned that that brake fluid was very sticky and required to be changed immediately. I told them very firmly that she needs to get to her appointment and to just do the oil change and that she would come back later for those services (phone records submitted).
  October 31, 2024
  **** felt compelled and returned to the shop for the suggested services. After the brake and transmission fluids were unnecessarily replaced, the engine light came on right away at the shop. **** brought it to their attention however, the serviceman assured **** that this was temporary and that it would go away after she drives a few kilometers. He promised **** to perform a complimentary transmission fluid change if the issue persisted. Unfortunately, the engine light remained on, and the vehicles transmission continued worsening.
  November 6, 2024
  I contacted the shop and spoke with *****, who acknowledged the situation and asked us to bring the vehicle back for a free transmission flush and fluid change. Following these efforts,***** and his fellow servicemen talked amongst themselves and then shortly after advised me that the transmission was damaged and suggested we obtain a repair quote from a mechanic and Mobil 1 Express Lube will  help out with the repair costs.
  Additional Concerns
  Upon researching Mobil 1 Express Lube, I discovered hundreds of customer reviews on ****** detailing similar upselling tactics and reports of vehicle damage following unnecessary services. Many reviewers noted the practice of incentivizing high ratings with discounts, further eroding trust in your business practices. If these matters are not resolved promptly, I will have no choice but to escalate the issue to relevant consumer protection agencies and consider further legal action. I hope this can be resolved amicably and swiftly.

  Sincerely,
  
  ***** *****

  Business Response

  Date: 27/11/2024

  Hi *****,
  
  I understand your concerns and appreciate you bringing them to our attention. To avoid repeating the same explanations, Ive attached a couple of your previous invoices for reference.
  
  Regarding the ****** reviews, every business experiences both positive and negative feedback, and its beyond our control to address every comment.
  
  If you are not satisfied with our service, I want to offer a resolution. I am willing to refund the full amount you paid for the transmission service, which is $249.99. Please note that this will be my final communication on this matter.
  
  Thank you for your understanding.
  
  ****** *****
  Store Manager 
  Mobil 1 Lube Express
  ***************** -Langley, BC V1M 2Y6 
  **************
  

  
  

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 22531876

  Hi ******,
  

  I am reaching out regarding an issue following the service performed on my wifes vehicle. After reviewing ****** reviews, I noticed a pattern of similar complaints, including improper oil and fluid changes, fluids being topped off instead of changed or flushed, and instances of negligence such as engine caps being left open, bolts being stripped, or incorrect fluids being used. I have contacted individuals who left negative reviews and have so far connected with two individuals who reported similar issues after service at your establishment. They are also interested in joining me to pursue a class-action lawsuit against your business.
  

  To address the issue with our vehicle, I have sourced a used replacement transmission from Pro Auto Wreckers at a cost of $2,795 plus taxes. The installation will cost an additional $1,500, bringing the total expense to $4,630, excluding the time and costs we incurred for renting a vehicle during this period. Although I hold your business responsible for this issue, I am offering a generous resolution by requesting your business cover at least 50% of the total cost. This amounts to $2,315.Please let me know your intentions regarding this matter.

  I hope we can resolve this promptly and amicably.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/12/2024

  Hi
  
  If you wish to proceed with the case, you are free to do so, and we understand your decision. However, we regret to inform you that we will not be able to cover the 50% as previously discussed.
  
  ****** *****
  Store Manager 
  Mobil 1 Lube Express
  ***************** -Langley, BC V1M 2Y6 
  **************

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22531876
  
  I am rejecting this response because the business charged us about $600 for brake, oil and transmission service just to break down our vehicle. I am rejecting the $249 offer.
  
  Sincerely,
  
  ***** *****