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Business Profile

Auto Lube

Mobil 1 Lube Express Port Moody

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint 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:27/02/2025

    Type:Service or Repair 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.
    Dear Better Business Bureau,I am writing to file a complaint against Mobil1 regarding a faulty service that resulted in significant repair costs.On November 26, I brought my 2018 Ram ProMaster to Mobil1 for an oil and transmission oil change. Shortly after, I noticed oil leaking on my driveway. I returned to Mobil1 twice, and each time they claimed the leak was due to spillage during the oil change. However, the leakage ************ ensure my vehicle's safety, I took it to a dealership for a detailed inspection. They found that the oil was leaking from a cracked oil filter housing, which they attributed to the oil filter housing cap being overtightened. This overtightening resulted in a hairline fracture on the housing block, causing fresh engine oil to leak onto the transmission. The technician noted that the leaked oil was gold in color, confirming it was the recently replaced engine oil.This issue led to a $2,000 repair cost to replace the damaged housing and resolve the leak. Despite this evidence, Mobil1 has refused to take responsibility for the damage caused during their service.I am seeking assistance from the Better Business Bureau to resolve this matter, as I believe Mobil1 should be held accountable for the improper service that led to significant financial loss and inconvenience.Thank you for your attention and assistance.

    Business Response

    Date: 28/02/2025

    MOBIL 1 PORT MOODY
    ***************************
    V3H 2C5  PORT MOODY, BC 
    MOBIL1 PORT *****************************************
    ************
    FEB 28,2025


    Subject: Response to *********************** Filter Housing Leak


    Dear Better Business Bureau Representative,


    We appreciate the opportunity to respond to the complaint filed against our establishment regarding a claim for compensation related to an oil filter housing leak. At MOBIL 1 PORT MOODY, we take customer satisfaction seriously and strive to provide the highest level of service and transparency in our operations.


    Upon reviewing our records, we have confirmed that the customer's vehicle underwent two oil changes at our shop within the past two years. The details of these services are as follows:


    First Oil Change: December 26, 2023, at ****** km.
    Second Oil Change: November 26, 2024, at ****** km.


    It is important to note that we recommend oil changes at intervals of 8,000 km or every six months,as clearly indicated on our invoices. We have attached the invoices for reference as well. In this case, the customer exceeded the recommended service interval by a significant margin, which could contribute to potential mechanical wear or issues.


    Additionally, when the customer reported a leak in JANUARY 2025, our team thoroughly inspected the vehicle and found no evidence of an engine oil leak at that time. However, we topped up the transmission fluid as it was needed and advised the customer to return for a follow-up transmission fluid level check. Unfortunately, the customer did not return for this inspection.


    Should an oil change process cause an oil filter housing leak, our policy requires that the customer bring the vehicle to our shop for evaluation and any necessary corrective action. In this instance, the customer did not notify us or provide an opportunity to inspect the issue before taking the vehicle to a dealership for repairs. Our company has established partnerships with repair facilities that handle such matters, and we provide warranty coverage under those arrangements. However,our invoices clearly state that "warranties will be voided if the vehicle is inspected or repaired at another facility."
    Given these circumstances, we regret to inform you that we are unable to process compensation for this claim.The customer's decision to proceed with repairs at an external dealership,without prior consultation with our shop, has voided any applicable warranty coverage.


    We remain committed to fair business practices and customer service. Should the customer have any further concerns, we are open to discussing possible resolutions within the scope of our policies.
    Thank you for your time and consideration. Please let us know if you require any further information regarding this matter.


    Sincerely,
    ******* ******
    Assistant Manager
    Mobil 1 port moody

  • Initial Complaint

    Date:18/05/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 guys at Mobil 1 stripped one of the wheel studs on my truck while changing my tires. They refused to fix it and now I need to pay someone else to repair the damage.

    Customer Answer

    Date: 18/05/2023

    Wednesday may 17th 

  • Initial Complaint

    Date:25/01/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    It was on January 10th, that I went to mobil1 for changing my car's rear tires and while they went to take off one of the tires, they broke the air pressure sensor and claimed, it had been broken already. I told them it wasn't broken because the sensor's light was OFF. I'm an **** driver and I had an appointment for a yearly car inspection so, I asked them to fix this problem, they accepted that it was their mistake and tried to bring a pressure sensor by tomorrow. A day after, they tried to program a new sensor which they brought for me but, they couldn't fix it and the sensor's light was still ON! a day after they asked me to give my car to them without accompanying them to go to a technician and fix it but, I don't know why they didn't want me to accompany them. I was not happy to give them my car, but I gave them the car to fix it . after returning they said it has been fixed and there is no more problem. On the way back home, again the sensor's light gets ON and OFF frequently. I sent an email to the manager and explain the damage which his employee made to my car but, apparently, they are not willing to fix my car.

  • Initial Complaint

    Date:20/01/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 June 28, 2022 Mobil 1 Port Moody changed my break pads and the rotors. Upon leaving and pressing the break, the car made squeaky and strange loud noises. The mechanic was very concerned and he took the car for a test drive and said to return if the noises continue. After the changes the drive was different, the wheel was wobbly and trembling when slowing down, changing lanes and stopping. The rims were covered in black powder which did not come off. I returned to the shop and the mechanic said that German cars sometimes produce this powder and that wobbly feeling was all right and it was safe to drive the car. I said I was not comfortable and previously my German car was not producing that powder. It took multiple phone calls and visits before they agreed to replace the front faulty break pads. The wobbly steering wheel and trembling remained. Shortly after that a lamp indicated breaks issue. I went to the shop and they said that it was the sensor which was also changed when the pads were changed- it is included in the invoice (Attached). In November 2022 I went to change my tires and mentioned the issues to the mechanic. When he removed the tires he said that the rotors (Pictures Attached) were not changed or were really bad because they were gray and uneven. and showed me the surface and explained how new rotors look like. Attached email from Harmont Tire. Mobil1 manager, *** ***** said he would test drive the vehicle and I contacted them over ********************************************************* We exchanged few emails (attached).I have spent many, many hours dealing with Mobil 1- visiting the place and over the phone getting horrible attitude, run around and the outcome is ruined vehicle and lack of a safe and enjoyable ride. **** **** ********* **** * ** * ****** ***** *** **** *** **** ********* *** **** ********** 

Mobil 1 Lube Express Port Moody is NOT a BBB Accredited Business.

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