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:01/06/2023

  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.

  One June 15, 2022, I consulted Kincardine Quick Lube in Kincardine, Ontario for a basic oil change for my 2009 ******* ***** **. I paid $127.06 for this service. Within a few days, I noticed oil leaking from under my vehicle. I took my vehicle for an inspection at *** ***** *******, an official dealership in Brooklin, Ontario. I was asked by this business when and whom changed my oil previously. I was charged $1064.86 for diagnosing the source of the leak and replacing the oil filter housing. * **** ** **** ******* **** ** ********.
  
  Upon consulting the Regina, Saskatchewan ******* dealership, I was informed that overtightening the oil filter housing was likely the cause of my oil leakage and that this is sometimes done during an oil change. I then contacted Kincardine Quick Lube with my concern. I was told that they had never seen a steel housing in vehicle like mine and that all services are "tightened to spec". It was then made clear to me that they had no interest in helping me further.
  
  With the information that I now have, I believe that Kincardine Quick Lube is responsible for the damage to my vehicle, and I would like to be compensated for the labor and parts supplied by *** ***** ******* to the total of $1064.86.
  
  Thank you very much for your time,
  ****** *******

  Business Response

  Date: 13/06/2023

  Re: Complaint ID ********

  We recently received a letter of complaint from BBB on June 11/2023 regarding a customer complaint on an oil change service performed at our shop May 15/2022. The customer claims he identified some oil leaking within a few days of this service; however he never contacted us regarding this issue until over 11 months later in mid-May 2023. How were we to resolve an issue we knew nothing about almost one year later?

  Had he contacted us at that time when he first noticed this, we would have directed him to return to our shop in order for us to investigate and correct the issue if indeed identified. We have always strived to take care of our customers and if any issues arose, dealt with them with immediate satisfaction. *** ******** *** ** ********* ********** ** *** ********* ***** ** ****** *** ***** ** *****

  Instead of contacting us directly regarding the issue to give us an opportunity to correct the problem at a cost to us of less than $100, he chose to go to a dealership, who clearly overcharged him ($1064.86) for these "diagnostics" and replacing this oil filter housing which was likely the original part on this well driven 2009 vehicle. If the housing looked suspect and worn at the time of servicing our technician would have mentioned it at the time and recommend that the customer go to a licensed mechanic to have it looked at and replaced if needed. It was a knowledgeable and experienced technician who performed this service, and we always do a pressure test on every filter to ensure it is not leaking before the vehicle leaves our shop. Also of note, a crack or warping in a filter housing is most often caused by simple age/wear and tear which is most likely the case in a 13 year old vehicle, not over-torquing which is what is being suggested. Our technicians always install and tighten filters to spec with the appropriate tools to what is indicated on the top of the cartridge housing on the vehicle.

  We feel it is unfair and unjustified that we should be made responsible to pay for this gentleman's decision to go elsewhere and not notify us immediately to give us the opportunity to rectify the problem first. Let alone have a dealership tell a customer that our servicing was directly to blame for this problem, that in all likely hood already existed,nor can be proven especially with the older age of this vehicle. 

  Sincerely,

  Kincardine Quick Lube; owned and operated by the ******* family.

  Customer Answer

  Date: 13/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Kincardine Quick Lube were the last ones to change oil. I had a job in Oshawa and was not going to take 2 or 3 days off and drive 3 plus hours to get it checked out. And not long ago I called the Kincardine Quick Lube and they said the housing was 80 percent of the time plastic housing. I asked ******* and they said NO...always steel housing. You can ask *** ***** dealer in Brooklin On. That is the cost to change the housing. I do not and will not respect KINCARDIN quick lube ever again
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 26/06/2023

  It is most unfortunate that this customer's 2009 vehicle required repair, vehicles do break down as they age. The customer drove his vehicle well over 1100 km after leaving our shop June 15/2022 before he had his vehicle serviced at the dealership 30 days later on July 17/2022. His vehicle was in fine working condition and the service checklist was all satisfactory. We do regret the fact that you feel we are to blame for this and are seeking $1064 from us. We remain adamant there are no reasonable or factual grounds to support your claim.

  In response to your comment made after conversation with the owner (almost 1 year later after the fact) he was referring to the housing caps being 80% of the time mostly plastic. The actual housing is metal but the cap and components being worked on during an oil change are plastic. Might I mention again it took almost 1 year for the customer to contact our business.

  Sincerely,

  Kincardine Quick Lube

  Customer Answer

  Date: 28/06/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It took me a while to investigate this problem. I still believe that my car should not have been leaking oil after my oil change at kincardin  quick lube. I drove to cambridge the next day after getting my oil changed there and noticed not long after that oil spots were under my car. A Lot of people parked at the ***** * motel and I just thought that it couldn't be my car.Then 2 weeks later I went to Oshawa to work and my renter complained that my car was leaking oil. That is when I went to ******** ******. He asked me where I had my oil changed last. I asked him if an oil change could have caused this and he said well not really. But after coming home to Manitoba and asking ******* professionals they said definitely yes...this does happen from over tightening. 1000 dollars later...WOW...

  The Hallett family
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 24/07/2023

  As we have indicated in a previous response, it is most unfortunate that this gentleman's 2009 vehicle required the housing repair after driving 1100km once he left our quick lube shop. Almost a year later he decided to go after us for payment of his repair. He indicated he went to 2 different ******* dealerships and the first one told him "well not really" when he asked if an oil change was to blame. He then sought out another dealership who told him that it was to blame. We have also spoken with an experienced mechanic who said that there is no real evidence or factual grounds to support his claim, especially since he drove the vehicle 1100kms before actually having it looked at and the housing was more than likely becoming worn and cracked due to it's age, not an oil change. Also as previously indicated our experienced technicians always use the appropriate tools and tighten filters to spec. and perform a pressure test to ensure there are no leaks before leaving our shop.

  In good faith and to put this unproven issue to rest we will offer a reimbursement for the oil change service only. 

  Kincardine Quick Lube

  Customer Answer

  Date: 29/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:I did not drive 1100 km's before I noticed the leak. As I stated in my last response I drove to Cambridge  On. the next day after my oil change at Kincardin  Quick Lube for job training *** * ********** ******* ***. It was at the ***** * motel where I noticed oil under my car. Cambridge is only 163 km's away from Kincardine...NOT 1100 km's. Yes put this complaint to rest but will not accept the oil change refund. Go after Kincardine Quick Lube after a year??? INTEGRITY??? I am just a very small disappointed concerned customer. Thanks for the oil change.  I guess it took 1100 dollars to find out where not to go for another oil change. I don't care what Kincardin  Lube tells me...in my heart I know what went wrong
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 02/08/2023

  We truly wish no ill feelings, however we feel just as adamantly that our service did not cause the alleged problem with the vehicle. We are proud of the services we have provided to our customers since 2007 and the majority of our customers will concur. We also put this matter to rest.

   

  Kincardine Quick Lube/The ******* Family