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Business Profile

Car Wash

Popular Car Wash & Detailing - Free Vacuums

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Popular Car Wash & Detailing - Free Vacuums's headquarters and its corporate-owned locations. To view all corporate locations, see

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Popular Car Wash & Detailing - Free Vacuums has 7 locations, listed below.

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    Customer Complaints Summary

    • 8 total complaints in the last 3 years.
    • 4 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:22/11/2023

      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.
      During the car detailing, service provider damaged my car.

    • Initial Complaint

      Date:26/10/2023

      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.
      I brought my car to Popular Lube for an oil change on April 3. Two months later (and about 1,000 kms since the April oil change) I had a low oil indicator light on my dash. I brought my car back to Popular Lube on June 12 about this issue and the gentleman inspected my car and said there was no issue, just that they hadn't topped the oil up completely in April. He assured me there was nothing wrong with the vehicle. On August 17 and only another 1,000 kms since my car was looked at in June, I again received a low oil indicator light on my dash. I brought my car to the shop on August 18 and the gentleman looked under the hood and said I had low oil and just needed a top up. They told me to go to another shop to get an oil change.

      I brought my car to a mechanic on August 25 for inspection. The mechanic inspected the vehicle and noted that the gasket was never re-installed following my oil change so my vehicle had been leaking oil since April. Because there is a tray underneath my car, the oil was pooling into the tray.

      I contacted the business about this via email twice and was ignored. I even attended the shop to speak with the owner or manager and neither were available.

      I'm requesting reimbursement of costs from the mechanic totaling $225 for the inspection and repair.

      I ** ********* ** ***** ******* **** ******* ***** *** ****** ******* **** ****** **** **** *** *** ******** *** ****** **** *** ******** ** *** ***** ** **** ** ****** ** ** ******** ** ********** *** ********

      Business Response

      Date: 18/11/2023

      I'm sorry to receive your complaint, especially given the care and attention we devote to each customer's vehicle at Popular Lube. However, after a thorough review of your case, we've found some discrepancies in your claims.

      Upon your visit on April 3, our records indicate that we performed the oil change as requested. Subsequent visits on June 12 and August 18 allowed us to address your concerns regarding the low oil indicator. On both occasions, our inspection confirmed that the oil levels were indeed low, necessitating a top-up.

      It's important to note that during these visits, neither our team nor yourself raised concerns about an incomplete gasket installation. Had this issue been identified during our inspections, we would have promptly rectified it as part of our commitment to service excellence.

      Regarding your mechanic's report of a missing gasket leading to oil leakage since April, this contradicts our meticulous record-keeping and standard procedures. We maintain comprehensive records of every service provided, and our meticulous post-service checks ensure all components are appropriately installed and functioning.

      Additionally, your extended period of driving (over 2,000 kilometers and nearly 5 months) without any immediate issues or complaints after our services further underscores the inconsistency in the presented claims.

      We value your patronage and take all feedback seriously. However, based on the information available, we are unable to accept liability for damages not reported or detected during multiple visits and subsequent driving without apparent issues. As such, we respectfully decline your request for reimbursement.

      Nonetheless, we remain open to further discussion and resolution. Please feel free to reach out directly, and we'll do our utmost to address any lingering concerns you may have.

      Sincerely,
      Popular Lube

      Customer Answer

      Date: 27/11/2023



      Complaint: ********



      I am rejecting this response because:

      Hi there
      and thank you for your reply. As a loyal customer to your business I am
      honestly a little disappointed with your response.

      I am including
      responses to your following comments:

      It's important to note that during these visits, neither
      our team nor yourself raised concerns about an incomplete gasket
      installation. Had this issue been identified during our inspections, we
      would have promptly rectified it as part of our commitment to service
      excellence. Your team did not raise concerns about an incomplete
      gasket installation because they did not complete an inspection of
      my vehicle the two times I brought it back to your shop to confirm it was
      an issue. Had your team conducted a proper inspection, this issue would
      most likely have been caught and resolved right away. Instead, it was only
      until I took my vehicle to an independent mechanic to inspect and diagnose
      the issue that it was revealed. It was honestly surprising to me that your
      shop didn’t want to help their customer after work was completed.


      Regarding your mechanic's report of a missing gasket
      leading to oil leakage since April, this contradicts our meticulous
      record-keeping and standard procedures. We maintain comprehensive records
      of every service provided, and our meticulous post-service checks ensure
      all components are appropriately installed and functioning. I
      strongly encourage you contact Mike’s Auto should you have concerns with
      his inspection. A gasket does not just fall off. It is secured into place
      on the vehicle meaning that the only explanation is that it was never
      installed. I’m surprised to read about your record keeping given that the
      only paperwork I was provided with was from the oil change in April. I
      requested all paperwork with respect to my vehicle and the last one on
      file is from the oil change in April. On both occasions since April, when
      I brought my vehicle in to inspect and diagnose the issue, I was not
      provided with any paperwork that summarized work performed on my vehicle because
      nothing was done – no inspection, nothing that would investigate my
      concerns. As you are most likely aware, you are by law required to provide
      me with said paperwork and nothing was provided. I would appreciate receiving
      copies of these records.

      Additionally, your extended period of driving (over
      2,000 kilometers and nearly 5 months) without any immediate issues or
      complaints after our services further underscores the inconsistency in the
      presented claims. I appreciate that you have concerns about the
      length of time it took me to bring this to your attention but as you can
      see, I do not drive my vehicle often. As soon as the low oil light came on
      – 2 months following the initial oil change, I immediately brought it to
      your shop. Your mechanic quickly dismissed it as they had failed to top of
      the oil completely the first time. No further inspection was completed of
      my vehicle. The second time, the mechanic said it was an oil leak and to
      take it to Canadian Tire to look at. They didn’t even offer to inspect or
      solve the problem. So I understand your concerns that this was a nearly 5
      month long issue, but your shop made no effort whatsoever to try and
      understand the problem.   

      It is truly unfortunate that you are responding in this
      manner. I am simply requesting reimbursement of the costs incurred at ****** **** which I think is a reasonable ask. It is evident that there was an error
      on the part of the mechanic at your shop. Since your are open to further
      discussion and resolution, I am curious to hear what you think is an appropriate
      resolution to this matter. 



      Sincerely,



      ****** ******

    Popular Car Wash & Detailing - Free Vacuums is NOT a BBB Accredited Business.

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