Complaints

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• Initial Complaint

  Date:19/08/2024

  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.

  on August 19, 2024 around not even 1 year after purchased battery September 2023 at **************** location at a cost of $206 with the cost around a year CAA replaced battery $276 I would like full refund from them ******** to pay towards off new battery $206 plus additional costs to $276

  Business Response

  Date: 26/08/2024

  Good ************************************* Battery that we provided and installed March 3rd, 2024 comes with a 5 year warranty. The customer never called us to discuss his options or inquire about it. We never got the chance to inspect this battery or if there is a lingering issues that may come up with his CAA battery if the car has an electrical issue drawing too much power. The battery may not even be the root cause of his starting issue. We would have performed testing on our battery and replaced it for free if it was due to a deflective battery from our supplier. We also could have tested his vehicle's alternator and other components to see if the battery was the only issue but never got the chance too. 

  I called to discuss this with ********************. He let me know that his car would not start, it was 5am in the morning so he called CAA. *** tested his battery and then charged him for a replacement battery. I apologized that had happened to him and let him know that we could have helped him as soon as the closest location opened to make it convenient for him and found an alternate way to work for that day. He could have saved the money and kept any receipts for transportation or costs incurred from his vehicle not starting that morning. He hung up on me and didn't want to try and problem solve this any further. *** also took the 5 month old battery and discarded it. 

   

  -*********************

  Area Manager

  Mr ****

  Customer Answer

  Date: 26/08/2024

   
  Complaint: 22166902
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  the  battery  went  dead  the  night  before  around  7pm  -I  had  to  wait  1  hour  for  CAA  to  come  and  inspect  battery 

  and/or  source  of  problem ,  which  CAA  did .   Yes,  I  do  have  to  get  up  4:30am  /5  am  in  morning  to  be  at  work  at  6am

   

  Mr  lube  had  called  me  today   Monday  August  26  went  when  my  replacement  and  work  is  busy

  They  had  all  day  to  call

  plus  I  explained  my  situation   -I  am  a  long  time  member  CAA  Plus  membership

  Mr  *********; the  next  morning  doesn't  open  to  at  least  7am  ,  plus   I  don't  want  loose  work  hours  because  of  this

  in  which  I  have  a  essential  job  -Security  Guard.  Unless  alot  of  notice   to  find  someone  work  my  shift  few  hours

  Also,  I  work  and  live  downtown ,  only  reason  last  year  went  to  Mr  *********; kanata  -I  have  a  cousin  lives  stittsville  in  which I  see  on  occassional  weekends  

  As  for  Mr  lube   offering  any  warranty  -I  never  heard  until  now 

  As  for  me  hanging  up  on  Mr  lube -  I  am  at  work   busy   can't  talk  that  enviroment 

  Also  why  is  a  business  talking  to  me  involved  in  a  BBB  case  

  the  next  day  -I  approached  interstate  batteries  -  the  agreed  with  receipt  given  full  refund

  CAA  also  showed  up  with  a  pick  up  truck  full  of  batteries   no  tow  truck  to  tow  to  kanata  mr  ****

   

  with  all  of  this  -yes  difficult  decision  to  get  the  battery  replaced  as  soon  as  possible 

  the  Battery  was  tested  by  CAA  before  being  replaced 

  I  don't  agree  Mr  lube's  outstanding  service   if   a  battery  is  a  little  over  a year  old  -problems  already

  I  work  early,  I  drive  alot ,  need  dependable  reliability  always  

  Business Response

  Date: 27/08/2024

   

   

  Dear sir 

   

  Thank you for the response.  I understand why you did what you did, it makes sense.  Unfortunately given your work hours , we were in an impossible situation to assist you .  We do not operate 24 hours a day as CAA does.  I'm glad you were able to resolve your issue and received your refund.  If you require anything else, please do not hesitate to call our stores directly 

   

  ******** Trudel 

  Mr ********************;

  Customer Answer

  Date: 27/08/2024

   
  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,
  
  *************************

  I  Mark  lascelle  

  this  complaint  seems  to  be  going  no  where  and  best  to  remain  in  positive   with  mr  lube  and  myself 

  that  interstate  battery  is  sending  a  full  refund   for  battery  

  that  given  my  situation  with  work  early  no  buses  etc   missing  hours  etc 

  that  Mr  lube  ***********; has  given  the  opportunity  or  knowledge  that  go  to  the  most  closest  location   

  so  I  wish  to  end  the  complaint  and  on  both  our  parts   maintain  a   business  customer   relations