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:04/06/2025

  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.

   
  Complaint: 23418493
  
  I am rejecting this response because: When I took my vehicle to your establishment on October 14th 2024 you did tell me the old drain plug would need to be removed. That does not mean that you damage a customer's vehicle and decline to inform them. The oil pan was not damaged before this incident as ***** would have informed me during my service beofre like they informed me during this visit. 

  The only shop I went to during this time was yours. Furthermore, the damage was hidden by your company and is not an acceptable way to extract a plug. I would never have agreed to having a company damage my vehicle to extract a plug. And the fact you belive that this is normal business is ridiculous. 

  I declined to have the work done by your establishment because of the lack of faith I have in your business. Your company had every opportunity to tell me this issue had happened and declined to. Further more in the 2 and a half years owning the car it has never leaked oil. And for you to say that I did not keep up on maintenance and should have noticed earlier is reprehensible. I do not do work on my vehicle that is what I paid your company for.

  The reason I will not have your company work on my car is for the following. You damaged my vehicle, whether he is willing to admit it or not, **** did say that It was clear no one had worked on my oil pan since the service done by your establishment. Based on the paint pen marks still being clearly visible that are used by your company to show no other work has been done since your work. You have lost all faith from me as a customer and therefore regardless of the cost to you, you should pay to have a more reputable shop fix the part you damaged.

  Also, if you check my record that was not my first appointmentwith your store, first one with this car but not in total. I have brought other vehicles to you and been a decent customer to you.

  I feel that as a company who has done wrong you should be willing to make it right. Regardless of your costs, I want a reputable shop to complete the repairs you have pushed upon me.

  Let me know how you would like to proceed.

  
  Sincerely,
  
  **** ****-****

  cars oil since they had and that obviously the wrong tools were used. Now my car is damaged and leaking a very small amount of oil. **** advised me he was going to contact the Area manager to see what the next steps were. I followed up with **** the following day June 3rd, 2025 and was told that his Area manager had declined the payment of a new oil pan and oil change done by ***** as I do not feel comfortable having such a deceptive company working on my car again. I told him that I want the Area manager to contact me personally as it is ridiculous that they are accepting blame and yet will not resolve this situation.I was then told on June 3rd that they will not pay for the damages done to my car to be fixed by ***** and are not offering me a refund for the service done even though they damaged my vehicle in the process.Please help.

  Business Response

  Date: 05/06/2025

  Thank you for taking the time to bring your concerns to our attention. Weve carefully reviewed the details of your visit to our Mr. **** location on October 14, 2024, as well as your recent communication regarding the condition of your oil pan.
  At the time of your visit, our technician identified that your drain plug was already stripped this condition was present before our service, and as this was your first visit with us, we had no prior involvement in work done to your oil pan. Our team informed you of the issue, advised that the plug would need to be extracted and replaced, and you approved us to proceed. During this process, we did need to break off the damaged plug to complete the oil change, and this was fully communicated to you during your visit and it is also mentioned on the invoice.
  Youve mentioned that ****, our interim manager, admitted fault on behalf of Mr. **** we want to clarify that no such admission of fault was made. **** inspected your oil pan and, in good faith, offered to have the part replaced at our facility at no cost to you as a gesture of goodwill. This was not an admission of wrongdoing but rather a commitment to customer service.
  We understand that you prefer to have this work completed by *****, however, as we are able to complete the repair ourselves at a significantly lower cost, we are unable to cover the full cost of a dealership repair. If you still choose to proceed with ***** we will not be providing any reimbursement. 

  Additionally, youve mentioned that the pan is currently leaking a small amount of oil. We have no record of you bringing the vehicle to us between your October 2024 visit and now, so its unclear when this issue began. We encourage customers to report any concerns immediately so we can inspect and address them before further issues arise.
  We are still happy to assist in replacing the oil pan at our store, and we stand by our commitment to resolving this for you fairly.

  Please let us know how you would like to proceed.

  Business Response

  Date: 12/06/2025

  As mentioned previously, when your vehicle was brought in on October 14th, 2024, our technician discovered that the drain plug was stripped prior to us servicing the vehicle. As this was your first visit with this vehicle, and we had no previous involvement in its service history, its clear that this damage was the result of work done by another shop before your visit. You were informed of the situation at the time, and we proceeded with the necessary extraction only after receiving your approval.

  
  In regard to the condition of the oil pan: the damage observed appears more significant than what would typically result from a standard extraction, which involved tapping the plug loose. It is possible that this damage could have been worsened by a prior incident, or another external factor outside of our control. Nonetheless, as a gesture of goodwill and our commitment to customer service, we are still offering to replace the oil pan at no cost to you at our facility.

  
  We also recognize that youve visited our location in the past with other vehicles, and we do appreciate your previous business. However, we must also remain fair and consistent with how we handle repair related requests.

  
  With that in mind, we remain committed to resolving this matter by offering two options:
  1) We will replace your oil pan at our location at no charge to you.
  2)If you choose to have the repair completed at another facility, we will reimburse you up to the value it would cost us to perform the repair internally.

  
  We hope this offers a reasonable and fair path forward. Please let us know which option you would like to proceed with.

  Customer Answer

  Date: 12/06/2025

   
  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. I havehad the repairs done already on June 9th, 2025 at ***** and can provide documentation proving this upon request.
  
  Sincerely,
  
  **** ****-****

• Initial Complaint

  Date:19/01/2023

  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.

  Went January 15th for oil change. Had oil change and a filter changed told I needed an oil pan that they could do it Monday 16th it will take 1-2hrs and I could drop it off. Monday I brought my vehicle in at 11am asked if they could not move my seat,
  If not I would stay. I was told it was not a problem. At 2:30 I came to get my vehicle and was told it wasn't ready it would be 1-2 more hours and they would call when it was done. At 5:30 I came back as I had not heard form them got in my vehicle and the seat was all the way back tried to move it and it would not move. I asked why they moved my seat and they said I drove it in like that I asked how I can not even touch the pedals then was asked if I was sure. Then 4 of them came out and said ya your right tried moving the seat forward and got a tool kit and started taking things apart they all went back in and said the manager will figure out a solution. Another one came out and hotwired my seat and another then came back out to screw the seat back in. The original guy I talked to in the morning came out and said sorry that there are 16 employees and ya and he put a note on my file for 25% next visit. It was now 7pm and dark. The next morning when I could see this is what the side of my seat looks like. ******* ******** I sent $549.89

  Business Response

  Date: 03/02/2023

  Hi,

   

  The customer has been contacted by phone and left a voice mail and an email was sent with no reply.

  Waiting for a reply from the customer to solve the issue.

   

  Regards,

  Mike L****,

• Initial Complaint

  Date:30/11/2022

  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.

  In June we went to Mr Lube Langley for an oil change which caused our engine to seize on the highway.
  On June 6, my husband had to rent another tow truck to drop off our vehicle at Mr Lube Langley when he was told a rental vehicle would be assigned to us and that we'd receive a call. He spoke to Costas.
  On June 8, I called in and spoke to Costas who informed me a rental vehicle would not be assigned to us; I would have to find one myself and I would be reimbursed. After calling two other rental companies who didn't have anything available, I contacted ******** *** *** ***** ******* who only had a **** in stock. Before picking up the ****, I dropped by to speak to Costas for written proof that I will be reimbursed. Costas reassured me that it will be no problem to be reimbursed, as long as I keep and provide the receipts. The price of the **** was acknowledged. I wasn't informed that I'd be responsible to continuously call into companies to seek a rental that was similar to my vehicle.
  
  Please note it’s been 5 months since Mr. Lube performed work on our ***** ***** and caused the engine to seize while I was on the highway **** * * ***** *** **** *** ** ******* *** ** *** ********. I spoke to Costas on August 16 who, once again, reassured me that he'd get everything sorted out and, once again, I haven't received any sort of communication. We've been more than patient but it's unprofessional and inappropriate to not receive the full reimbursement for the rental and tow trucks as previously agreed upon by Costas and Rocky. It's also unreasonable to be expected to be car-less while the repair was being completed because a vehicle similar to my ***** ***** wasn't available when this entire situation could've been avoided if there wasn't negligence due to workers. I hope to receive full reimbursement, $3138.33 for the vehicle rented as well $281.60 for the tow trucks.
  Head office said in October they’d send a cheque and I haven’t received anything. Not even a reply.

  Business Response

  Date: 19/12/2022

  Hi,

   

  The customer has been contacted and signed settlement and release of claims agreement and the funds has been refunded to the customer.

   

  I have attached the signed agreement, please close this complaint.

   

  Regards,

  Mike L****

• Initial Complaint

  Date:29/08/2022

  Type:Product 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.

   
  
  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,
  
  
  
  ******** ***** ****** ***** ***** ** ************** ** * ******** **** * ******** ***** *********** ** ****** ** ****** ** ** ** ***** *** ***** ********* **** ************* ******** ** ********* ***** * ******** **** ** **** ***** ** ***** * ******** ***** ** *** ****** ** **********” , the actions of the representative is deemed as unfair business activities, *** *** ******* ********** ******* *** ** ******** ********** ***** The representative's action also the violates profesional ethics and damages customer's interests.
  
  I sent an complaint email to the shop's head office and cc it to Mr, Lube costumer service on Aug 14, and I haven't received any kind of reply yet. The shop just did poor services before and ignors the customer's voice later.
  I want the shop Mr. LUBE refund me the full amount of the iterms I purchased under misleading, witch includes air filter, break, differential fluid. I also want to emphasise the prepaid break and filter have ever been started to be precessed yet.

  Business Response

  Date: 31/08/2022

  Hi,

  We took care of this complaints internally and a cheque has been mailed to the customer. she should have it any day.

  Case closed.

  Please let us know what further action can be taken regarding this complaint.

  Regards,

• Initial Complaint

  Date:23/08/2022

  Type:Product 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 this business to get a basic oil change. They were very pushy with their upsales and while I was on a business call they removed both of my air filters without permission and replaced them charging me over $100. My final bill was $260 and it took a very long time. They said they would email me a receipt, I never got one so I couldn't even see what all I had been charged for. I got home and the next day there was oil that had leaked all over my garage floor. I jacked up the car and realized that they had not properly tightened the oil pan bolt so 3/4 of my oil had dripped out all over my brand new garage floor leaving it permanently stained. I never got the receipt. I don't even trust them to remedy this situation. My engine could have been permanently destroyed had I not noted the leaking oil. I have a picture and I have proof on my bank statement that they charged me this amount.

  Business Response

  Date: 30/08/2022

  Hi,

   

  We tried to contact the customer multiple times by phone yesterday August 29th and today August 30th to resolve the issue but there was no answer.

  Could you please contact the customer and have him contact the store at 604 532 5990.

   

  Thank you,