ComplaintsforMr Lube

• Initial Complaint

  07/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I went to Mr. **** to get a tire Repair. I was told by the mechanic that the tire couldnt be repaired that they would have to replace it. they quoted me on a tire but told me that they would also have to replace two tires. I asked if I could just get the one tire replaced and they said that wasnt an option that two tires would have to be replaced. I feel like this is not a true statement and theyre taking advantage of their customers I was charged almost $500 for two tires when I just wanted a single tire repair. they also build me for other mechanic fees that I never authorized on my bill.

  Business response

  17/06/2024

  ******* arrived at our location driving on his spare tire with the rim only after already stopping at another reputable tire service center that had disposed of the tire and told him there was a three week wait until they could help him. We couldn't repair the tire because he didn't have the tire with him as it had already been disposed by the other service center.  Unfortunately one tire cannot be installed properly if the tread differential between the two tires is too large.  This will cause the new tire to wear faster and can cause stress on suspension and axle components and for that reason we always change two tires in such a situation. We gave ******* a quote for two new tires and he agreed to the service being performed and so we installed the two new tires. At Mr.Lube we only service items that require service and are authorized to be completed by the customer. 

  I have since spoken with ******* directly to answer all his questions and this has resolved any questions and concerns he may have had and is happy with the explanation.

  We care about our customers and stand behind our work.  I'm glad I was able to connect with ******* and provide the extra service needed to answer all of his questions.

  Thank you

   

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

  Customer response

  19/06/2024

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

• Initial Complaint

  30/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Dear *** / Madame: To whom it may concern.On January 04, ****, My wife *******, physically brought her 89 year old senior mother in-law *****, to the Abbotsford location to have the oil and oil filter changed in her **** fiesta. She told the technician that they were only to change the oil and filter. She had to leave Mr. ***** due to company business at that point. 15 minutes later my mother in-law ***** emailed me in stress, informing me that the technician had told her that if she did not do a list of repairs he gave her, the car would blow up. I emailed her back to only do the Oil and Filter, but he pressed her into a list of repairs that were not authorized or needed. ***** drove home stressed, upset and crying because of how she was pressured.1.Replace the oil Was requested and completed 2.Replace the Filter Can not tell if it was replaced, but was charged for it.3.Replace the Drain Plug Was fine before and was not requested. Oil leak was from Valve cover Cap.4.Replace the battery Was not requested, replaced new battery with old unit, works fine. Vehicle started fine before going to Mr. ***** Starts fine every time with old battery in place. I am still holding the new battery.5.Replace front right tire Was not requested, not touched.6.Replace the light bulb Was not requested, still not working properly, replaced with wrong bulb. Drivers side signal flashing twice as fast as passenger side. They replaced bulb with wrong model. Have replaced with right model ****** I am still holding the new bulb.This is a request for a full refund of the invoice other than the Oil and oil filter change. I hope we can solve this morally and ethically with out forcing us to the next step. We do not intend to pay for a core charge or restocking charge as stated by your manager. Please respond with in 21 days of the date of this letter.Once agreed upon I will return the new battery and new bulb for the Refund of $418.95 - $74.99 = $343.96 + Tax

• Initial Complaint

  09/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  -Tire Valve Replacement & Sensor/Computer Programming -Thursday, November 05/2021 is initial visit+repair -Thursday, November 05/2021 returned to shop to finish incomplete job, I.e TPMS warning light still visible alongside a zero read on the computing tire sensors. -Friday, November 06/2021 returned to shop to finish incomplete job once again, I.e Kpa warning light still visible alongside a zero read on the computing tire sensors Saturday, November 07/2021 Phoned Mr. Lube Abbotsford BC South Fraser Way and spoke with Kodi (instead of wasting the already ("too much") gas from going back and forth) to once again report the incomplete job of a Supposedly Reputable tire professionals & specialist establishment??? ........only to find out that they don't even know how to complete the job??? Smh I'm extremely disappointed and mind blown that a tire issue is beyond the expertise of an establishment that specializes in tires??? I have NOT even once was offered an type of reimbursement for a job that only costs $40 (standard tire valve change) when I was charged almost $170 (complete valve, sensor, and programming package)!!?? Why is this establishments performance so under par that a customer such as myself is left with an incomplete job directly relating to tires from a so-called accredited & professional establishment that specializes in tires??? IVE HAD TO GO BACK AND FORTH A FEW TIMES ALONGSIDE SEVERAL HOURS OF TIME I COULD'VE BEEN SPENDING WITH MY *CHILDREN, THIS IN ADDITION TO EXTRA TIME HAVING TO DRIVE (AS DIRECTED BY MR. LUBE MANAGER@ ABBOTSFORD SOUTH FRASER WAY LOCATION) FOR REASONS RELATING TO CALIBRATION & REPROGRAMMING........ALL THIS TIME AND COSTLY PROCESS TO END UP WITH A STILL INCOMPLETE JOB!!!!! I AM ASKING FOR REIMBURSEMENT OF MY EXTRA COST SPENT, AS WELL AS FUEL CONSUMED DURING 3SEPARATE TRIPS @25MINS EACH SEPARATE TRIP, TOTALLING WELL OVER AN HOUR OF STRAIGHT DRIVING DIRECTLY FOR THE PURPOSES OF REPROGRAMMING ADVISEMENT BY MR. LUBE MANAGEMENT!

  Business response

  26/11/2021

  To Whom It May Concern,

  On the initial visit  of November 5, 2021, the customers vehicle arrived on a tow truck and our staff was able to get the vehicles flat tire repaired and new TPMS sensor installed so that he could drive his vehicle. It was very unfortunate that extra time was required to program the new TPMS sensor to work alongside the 3 older ones, something we couldn't have foreseen when first inspecting the vehicle.  Unfortunately the sensors that were originally installed on the car were not for the subset make and model of his vehicle and there was no way for us to have known this, and because of this required additional research to discover and program alignment accordingly.  We have since been able to reset the TPMS sensor and all sensors are now functioning properly with the car.  TPMS sensors can be finicky but we believe our staff is well trained to take on these issues when they arise.  We feel bad that the service took longer than it should have and as a gesture of goodwill we have offered the customer a discount on his next visit and hope he will return.

  Thank you,

  Cory T****

  Operations Manager - Mr. Lube

  604-788-1594

   

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