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:13/01/2025

  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 Jan 11, 2025, my 20-year old daughter took the car for an $100 oil change. Instead, she was charged $400 for unnecessary services. Mr. Lube at *****************************, took advantage of a young, female university student, and charged her for services she did not ask for, did not need, and did not ******* daughter tried to decline the additional services, but she was pressured to agree by the staff member. The technician took apart the car, and made it seem to my daughter that she could not refuse to agree to the additional work. The technician took apart the cabin air filter, and made it seem like it was not an option to put it back in the vehicle, and that my daughter had to change the filter since it had already been removed by the staff member. They made her wait for so long while they took the car apart, that she thought she had no choice but to finally agree to the work they made seem was already underway.When I went to the Mr. Lube location the next day, the staff defended their sharp business practices by saying, "If you take your car to a dealership or *********** they do the same. Its legal." When I asked whether that is the way they would want their mother, sister or daughter treated, the staff member responded that he does not have a daughter, so it does not apply to him. Shameful reply. They took advantage of a third year Nursing student, and their response was the fact she was a Nursing student is irrelevant.Mr. Lube should understand the people they are defrauding are hardworking people, who contribute in a helpful way to the health of the community. It is a ***** contrast from Mr. Lubes predatory business **************** called his "big boss", who was even more insulting. He refused to provide me with the name of the regional manager when I asked for it. It is unconscionable that Mr. Lube takes advantage of young women. They tried to sell my daughter even more. I request a refund for the balance of the bill over the $100.

  Business Response

  Date: 04/02/2025

  Good morning,
  
  We investigated this complaint when it initially came through to us. 
  
  The customer came in for an oil change at our facility on January 11 at 1:33PM. As part of our oil change service we review maintenance recommended by the manufacturer, check filters, and top up fluids in the vehicle. The footage of the service shows our technician reviewing what was overdue (it's all displayed on a monitor facing the customer) and starting work on the items the customer opted to get serviced (some items were declined, the transmission service was approved by the customer). There was no indication that work was being held up in order to get an approval - the oil change was already underway, and the transmission service didn't start until after we got the approval. In the footage, we were also able to see the cabin filter removed and shown to the customer - it was visibly overdue. The customer agreed to have it changed. The approved services were completed and the customer left at ******, concluding a 45 minute service.
  
  It should be noted that the complainant was not the one who gave approval for these items, and was not present during the servicing of the vehicle. In speaking to the staff involved and reviewing the camera footage of the service, there did not appear to be any wrong doing on our end.
  
  Luc
  
  

  Customer Answer

  Date: 04/02/2025

  Complaint: 22802744
  
  I am rejecting this response because:
  
  There is no mention of audio contained in their footage.  Therefore, whatever video footage they purport to have reviewed does not reflect what actually occurred.  My daughter tried to decline the additional work, but it was presented to her in a way that made it seem the work was already underway, and she had no option but to agree.  
  

  The technician took out the cabin filter, but did not advise that there was an option to return the same air filter back to its place in the vehicle.  They made it seem as though the existing air filter was garbage that could not possibly be returned to the vehicle.

  The technician pressured my 20-year old daughter to agree to a bill of $422, when all my daughter asked for was an oil change.

  Mr. Lubes business model seems to be built on sharp practices of deceipt and taking advantage of individuals.

  Customer Answer

  Date: 05/02/2025

  I am the customer because I paid the $422 bill from Mr. Lube.  Please do not close the complaint.  

  Business Response

  Date: 08/02/2025

  Good morning,
  
  We have reviewed the complaint thoroughly and found that no wrongdoing occurred with our service. We want to clarify that we obtained approval for all services prior to starting them, and they were performed as agreed. Our team followed all appropriate procedures, and we have handled this complaint in line with our company policy.
  Please let us know if you require any further information.
  
  Luc

  Customer Answer

  Date: 09/02/2025

  I am the owner of the vehicle that was serviced by Mr. Lube during this appointment, I paid for the service that is the subject of this complaint, and I dealt with the staff at Mr. Lube in person.  How could I not be the customer?  Please do not close this file.  Does BBB really need my 29-year old daughter to re-file this complaint all over again?

   

  Could I please have the courtesy of a reply from BBB?

  Customer Answer

  Date: 10/02/2025

  Complaint: 22802744
  
  I am rejecting this response because:
  
  The service was accepted under false pretences, and due to deception by Mr. Lube.  These sharp business practices are unconscionable, and since Mr. Lube finds nothing wrong with its practices, it should be ashamed of itself.  Taking $422 from someone who came in for a $100 oil change is no way to treat customers.
  
  Sincerely,
  
  Olive

  Customer Answer

  Date: 10/02/2025

  Please advise why this business now has an A+ rating.  Before I made the complaint. It had no rating.  Furthermore, the company shows 0 complaints.  Why?

  Customer Answer

  Date: 10/02/2025

  Thank you for your prompt response.  You have indicated that the file *is* closed, so shouldnt the complaint be published?

  An A+ rating for this business is not warranted.