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:21/09/2022

  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.

  On Srp 13, 2022, I went in for an oil change and tire rotation.
  My vehicle suffered damages at the hands of the technician.
  I was forced to have my vehicle towed to a 3rd party mechanic (dealership) where it was inspected and fixed to the tune of almost $800.
  
  The Mr Lube location in question denies any wrongdoing, and management was caught lying to cover themselves.
  
  I have documented evidence that they are at fault.

  Business Response

  Date: 26/09/2022

   

  Customer came to store on September 13th. Second visit to us.  19,000 kms in between.  Customer requested an oil change and tire rotation.  First time , we have worked on the tires for this vehicle.  The vehicle in question is a **********.  Unlike North American vehicles , ********** uses lub bolts instead of the standard lug nuts .  This means there are no wheel studs .  A lub bolt threads directly unto the hub.  There are two ways these can be damaged .  One if they are torqued too tightly , two , if when installing the lug bolt by gun, they were not installed properly and cross threaded the threads in the hub.

   We did neither .  We took the bolts off and  then when the technician can to re install the rear wheel , he was unable to thread the lug bots by hand.  This told us that the vehicle was damaged when the customer had the tires serviced last.  Customer first indicated that the tires were done at the dealership then admitted that he and his brother were the last to change the tires.

   

  The ***** ******* , how examined the lug bolts tried to explain the unfortunate circumstances  to the customer but he has chosen the route of google reviews, threats regarding the *** and so on.  

  I have also reached out to the customer with no response.  Submitting a repair invoice is not providing a document as to how the problem arose in the first place.  This is an unfortunate issue but not one that Mr lube  had a hand in.

   

  ******** ****** 

  Mr Lube franchisee 

   

  Customer Answer

  Date: 26/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:

   

  I have the testimony of a LICENSED technician of over 25 years experience, saying "according to this damage, trying to remove the wheel would've been a noticeable struggle".

  Upon learning the wheel was damaged and could not be replaced, I asked the technician if he had any issues removing the wheel. His reply was "no". 

  If the damage was there before Mr. Lube worked on my vehicle (which it wasn't), the technician would've struggled to remove the wheel at which point he should have stopped work immediately upon removal of the wheel, and informed me of the existing damage.

  Instead, the technician decided to forcibly try and re-install the wheel, for at least 10 minutes, before bringing up the fact it could not be re-installed.

   

  Mr. Lube's management and corporate team keep repeating that "the damage was clearly done before your visit to Mr. Lube" even though 1- there was no struggle removing the wheel, even though 2- they have no credentials (license) to make such a claim, and even though 3- the operations manager or franchisee have never even seen my vehicle, and are relying solely on the word of their employee(s).

   

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

  Business Response

  Date: 29/09/2022

  This is silly .  Everyone knows the only part of a bolt or a screw you can damage on removal is the head.  The threads are on the inside and can't be altered when removed, there is no pressure, there is no torque.  We remove hundreds of plugs, bolts an screws every day.  They never get damaged.  They get damaged when being inserted, it doesn't take much to damage a thread, especially if you use a gun to force it in.  The fact that it was 3 bolts from one wheel tells me the wheel was not aligned properly when re installed .  This can happen with this type of vehicle.  You don't have lug bots to line up the tire with.  It happens .  Happens to us as well but you don't know until you come to re install the tire.  That's why we have said all along that the problem occurred on the previous service.  Customer believes we are trying to avoid responsibilities.  What would be the motivation?  To save a few hundred dollars?  We have spent more time back and forth defending our case.  We've had to endure a smear campaign from the customer.  It would have been much easier for the manager, a person with 25 years of automotive experience , to admit liability and pay the damages.  It would not have cost them anything.  They have now lost their customer service bonus because of the individual who decided to engage his peers in slandering our company name. Were they on site , did they witness the damages ?  Not a chance.  We are an ethical company, I live in this neighbourhood , my neighbours are my customers.  If we felt we were in any responsible for the damages on this vehicle, we would have dealt with it appropriately.  We were not responsible for this , not even remotely. 

  Customer Answer

  Date: 30/09/2022

  
  
  ********** ********
  
  
  
  I am rejecting this response because:
  

   

  **** ********** *** ****** ********** ** ****** ***** ********** and the man who inspected my vehicle after it was towed from Mr. Lube, has offered to explain his findings with anyone from Mr. Lube.
  Who shall I tell him to contact?

  Kindly provide the email and phone number of the person with whom he may speak.

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