Business ProfileforMr Lube

******** *** ******** *********** My wife has taken my daughters car in twice to this location both times to change oil and tires. Once last week and once in the fall. Both times she walked out pay hundreds of dollars for some flush of some fluid, they charged far too much and took advantage of my wife with things like 'this is the best interest of your daughters safety. Last week they topped the cake after a almost $500 bill to change tires and oil and some other flush(both visits a flush to some fluids were suggested). Anyways the car gets home and we are in the midst of moving homes so as I am organizing the garage I notice a half used bottle of washer fluid. I decide to top up my car, thankfully it did not take it all and there was some left. So I go to fill up my daughter's car that was right beside mine(not her usual spot) and had it been my sons, only God knows what would have happened. Anyways I open up the hood and see this large flat head screw driver just sitting there. I promptly removed it and took it back to the location. I spoke to the manager and he referred us to some Customer Service person who quite frankly does not understand the customer nor service. He offers us a 50% off our next oil change. ** **** ********* ** **** ** *** ***** ****** ******* *** ***** *** **** ****** *** ***** ** *** ****** **** *** **** ** **** ***** ** * * *** **** ** ** ****** ******** ** * ***** ***** ** **** ** **** ** *** *** **** *** *** **** **** **** ** *** **** ******** ******** ** ******* *** ******* *** *** ***** ******* ** **** ** ****** **** ******** * **** ******* ***** ***** **** ***** **** *** **** ***** **************** *** ***** ********* ***** **** **** ******** *******

The visit was reviewed, and the customer was provided the proper procedures as per Mr. Lube Canada Brand Standards. An integral part of the process is for the Service Technician to inspect the vehicle and it's elements - and also to check what Preventative Maintenance Services may be due or over due according to the Vehicle Manufacture's Maintenance Guidelines. All Services or Parts that are Recommended must be presented with the Costs Quotation for the Customer's agreement or decline. The customer is relied upon to know which Recommendations meet their Vehicle Maintenance plans and budgets. Mr. Lube Service Advisors are obligated - through their employment contracts - to provide these Recommendations to the Customers as they are an integral part of the Mr. Lube Brand Standard Service Value Package. On this occasion our Customer agreed to the extra purchase proposed and the costs thereof. It is unfortunate the person who lodged this complaint did not accompany the family member to the Mr. Lube visit, as there appears to be an element of distrust for their decisions. The screwdriver left within the engine compartment was a Service Technicians mistake and that has been apologized for - along with the 50% Discount Offer provided for good will.

In keeping with the initial response we received from Mr. Lube this response is not surprising. Actually this response is about as laughable as their 50% discount for good will. This indicates that they did not feel responsible for this serious and potentially damaging mistake not only to the vehicle but potentially to human life had the screw driver fell in the engine bay at high speed. This carelessness could have led to severe injury or even death. You should feel ashamed of yourself. Really you are actually saying I should have come to Mr. Lube myself because I distrust my family? What a despicable *** ************** response clearly focused on getting me to respond to that instead of their blatant disregard for safety protocols and failures. They focus on the customer as the source of the issue and blame us for their failings, yup that is exactly what less than reputable businesses do and exactly what these people have proven they are. The issue is, instead of being contrite and accepting that their technicians and staff may suggest things that are not mechanically necessary they chose to hide behind the Vehicle Manufacturer's guidelines. Does that guideline suggest that on an oil change it is okay to leave large screwdrivers in the engine bay that can dislodge and cause damage or injury(i think not)? All their empty words to hide the fact that there very own Brand Standards were likely broken on this visit by the technician not following their own standards, easier for them to blame the customer instead of themselves or their technicians. I am sure somewhere in this self fulfilling prophecy(their standards which they do not seem to have much of) there must be something about putting away their own equipment and insuring the vehicle is free to operate with no risks. Clearly, a very large screwdriver left in the engine bay would not only interfere with that operation but in of itself is a serious danger and could lead to damage to the car, driver, occupants and/or bystanders. Any company who is unable or unwilling to accept fault where fault is found is not worthy of the consumers trust and these people clearly are not. See if they did their job as their supposed standards indicated there would have been no screw driver left in the engine bay, no risk of damage or severe injury and no need for this review. The very fact that there is a need for these types of reviews is to protect other people from companies like this and poor customer service people who fail to understand how to deal with the public and whose very failings is what prompts these reviews. They just are upset that can't execute their standards properly and instead of looking inwards look to others to find fault. Shame on the writer of the response from Mr. Lube and shame on Mr. Lube. **** ** *** *** **** ******** ****** *** *** **** *** ********** **** **** ********* ***** ******* *** ********** ******** **** *** **** ** **** ******** *** ****** ** *** *****. Instead of focusing on improving their business and making changes they instead try to blame the person posting the review almost to intimidate others to no longer post as well. I encourage everyone out there to keep posting of their experiences good and bad with this company as clearly they need some help right setting their business model and hiring people who can do the work properly whether that be in the locations or responding to customers. Mr. Lube should learn how to take responsibility for their failings and avoid blaming the customer for something their shoddy workmanship led too.