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:04/02/2025

  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.

  Hi There,I attended this Mr. **** location today February 1, 2025. I had a coupon which specified that a standard oil change would cost $59.99 and that any other type of oil change would receive a $15 discount.When I attended, I asked for a standard oil change so I could pay the $59.99 price specified in the coupon. However, I was told that the standard oil change would require shop supplies like rags and that, as such, I could not have the oil change at the rate specified in the coupon. Instead they charged me for a standard oil change at the regular rate of $74.99 plus $5.99 for the shop supplies and then discounted $15. In the end I paid $65.98 before taxes. This was over $5 the advertised price and I think a dishonest business practice. The total cost with taxes was $73.90.

  Business Response

  Date: 04/02/2025

  I have reached out to our Store 203 team and they will review this complaint. We will respond properly once they have completed their review.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 22888632
  
  I am rejecting this response because: I am waiting to hear back from the business about store 203s response.

  Thank you for your quick reply.

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

  Business Response

  Date: 04/02/2025

  Thank you ****** - Our response was to keep you informed. We are working on it!!

  Cheers!! 

  Business Response

  Date: 07/02/2025

  Our Store Manager has contacted our customer to explain the Coupon did have a provision for the Shop Supplies as an extra charge.

  Hi *****,
  
  Regarding the customer complaint, the shop supply charge was mentioned on the coupon,stating that prices may vary and additional environmental and/or supply fees may apply. However, the customer was not initially aware of this and raised a complaint.
  
  I spoke with her today and clarified the pricing breakdown and the terms outlined on the coupon. She acknowledged that she had overlooked the instructions and focused only on the discount amount. After our conversation, she understood the situation and accepted that it was her mistake. She is now satisfied with the response. Please do not count as a complaint against us. 
  
  Please see attached for the reference. 
  
  Thank you. 
  
  Regards,
  ********* ***** (Jind)
  Store Manager.

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 22888632
  
  I am rejecting this response because:

  I spoke with a nice gentleman over the phone.  He advised that the additional fee should have been for the environmental cost related to disposing of the old oil and that the people in the shop had advised me incorrectly.

  He also agreed that the wording in the coupon is confusing and acknowledged that although the coupon advertised a price of $59.99, it was impossible to actually obtain an oil change (standard or not) for that price.

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

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 22888632
  
  I am rejecting this response because:

  I spoke with a nice gentleman over the phone.  He advised that the additional fee should have been for the environmental cost related to disposing of the old oil and that the people in the shop had advised me incorrectly.

  He also agreed that the wording in the coupon is confusing and acknowledged that although the coupon advertised a price of $59.99, it was impossible to actually obtain an oil change (standard or not) for that price.

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

• Initial Complaint

  Date:27/09/2024

  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.

  26 Sept 2024 -Went to Mr. **** at ************************************** just past 8am -Plate number is NX8 66X -***** mechanic helped me. I asked for an oil change and brake check -they said synthetic oil is better for car. I forgot that my car takes regular oil so synthetic is not needed -***** said that car parts are hard to find now and that they have one pair of ****** rotors available which will be expensive since its a genuine part and more expensive than the generic ones -They charged me $1020.07 before any work was done -Invoice states AKEBONO-*****-52120(FRONT DISC) brand. NOT ****** brand.-I want a refund for rotors please

  Business Response

  Date: 02/10/2024

  Hello Adeva Chan - As an introduction it is within my role to respond to compliments and complaints for a group of Mr Lube & Tires Centers owned and operated by Everest Services Inc. The store at 2850 Arbutus Street in Vancouver is among them.

  While unfortunately no audio records are available for the conversations, it is evident that while original Toyota branded parts were discussed, with the warning of extra expense, the price quoted and paid was for the "After Market" parts. Had the Service Technician understood an insistence for original Toyota Parts these would have been quoted to provide your opportunity to choose. 

  HOWEVER please rest assured that Mr Lube Canada protects it's Brand through strict insistence that stores meet the Brand Standards. The Mr Lube Brand Standard insists that all fluids or parts installed in our customer's vehicle meet or exceed the Original Manufacturer's warranty requirements. The ADVICS-AD1184 Brake Pads and the AKEBONO 43512-52120 Front Discs are manufactured to a quality that meets or exceeds Toyota's specifications. 

  We note that Automotive Parts Manufacturing is a highly regulated industry, with vehicle safety top of mind.

  While it is regrettable the conversation lacked clarity, the parts and service provided were of top quality and the price was agreed. With this in mind, a Refund would not be appropriate. We do hope that this response is received as reasonable and we thank you for your business! 

  Customer Answer

  Date: 05/10/2024

   
  
  Complaint: 22348122
  
  
  
  I am rejecting this response because: The service technician lied to me.  Jason mentioned there are a pair of original toyota rotors left and that they are expensive.  When I called him to inquire about the invoice and what he verbally mentioned, he just said that the brand I was sold is an original Toyota part.  He lied and sadly I won't be able to return to this place again even though it's close to where I live and a friend even recommended it to me.  He is a male that knows about how to do an oil change and is familiar with his car so he wasn't taken advantage of.  Recently I have seen many videos of car repair shops especially the quick oil change places that are told by their employer to lie to clients to make more money.  They are told to do this.  This business model puts a bad name for car repair shops.  If you just google car repair shop rip offs or oil change rip offs, you'll see videos of many car companies being exposed and investigated for their dishonest practices.  I now know and will avoid this location at all costs.  I was charged for synthetic oil.  I can't tell if it's synthetic or regular.  I don't plan to take it to the lab to get it examined, but I don't trust this company enough to do a simple oil change. 

  
  
  
  Sincerely,
  
  
  
  Adeva Chan

  Business Response

  Date: 09/10/2024

   

  Hello Adeva Chan - As stated in our response "While it is regrettable the conversation lacked clarity, the parts and service provided were of top quality and the price was agreed. With this in mind, a Refund would not be appropriate. We do hope that this response is received as reasonable and we thank you for your business! "

  The opportunity to dispute what was installed, and for what price, was present up until the invoice was paid by our customer - indicating acceptance and agreement.  

  With Best Regards,

  Brian W. Jones 

   

   

• Initial Complaint

  Date:17/06/2024

  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.

  Filed a complaint twice, was told I would hear back within 2 working days but have heard nothing. ***Complaint was: ***I visited Mr. **** on February 24, 2024, for a regular oil change. When I arrived, the technician strongly advised that I have my transmission fluid changed, emphasizing that it was very necessary. He then appeared to carry out the fluid change.On June 3, my car broke down. Upon taking it to my automobile repair shop, a transmission issue was diagnosed. The mechanics there performed a transmission fluid change and noted that the fluid had not been changed three months prior. I can only assume that I was charged for a service that was not actually performed during my February visit.This lack of care has now cost me the full replacement of my transmission, amounting to upwards of $6,000. In light of this, I am writing to request a refund for the transmission fluid service that was supposedly performed in February.

  Business Response

  Date: 18/06/2024

  Our Store Team in ********* will contact ******************************* to provide a resolution. They will report back to me, and I will report back to BBB.