ComplaintsforMr Lube (Harbour Landing)

• Initial Complaint

  22/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  BBB Complaint against: Mr. Lube #160 TCS Holding LTD. 4865 Harbour Landing Drive Regina, Sk S4w 0b7 On April 16th, 2024 my SUV got a flat tire. I pulled over and got the spare tire out but I could not turn the lug nuts on the tire. I called a tow truck and my intention was to get the tire fixed at Mr. Lube mentioned above. I went in to the shop and told them I wanted to get my tire repaired. The employee walked and looked at the tire and said I needed a new one. There was still air in the tire. I questioned his decision but he insisted that I get a new tire. I asked him to price a new tire for me. He came out later and gave me two opinions for a tire. I found both prices extremely expensive. He insisted that I get both my rear tires replaced. I said no. I knew that the tire could be fixed but I had no options. I told him to put the new tire on the vehicle. I walked home and started researching tire costs. (I live in Harbour Landing). I found that their price was extremely high. I walked back two hours later and saw my old tire by the machine. I look at it. The tire looked fine. I knew it could have been fixed. I asked two employees there why the tire could not be fixed. They looked at it and said they didn’t know. The guy that convinced me to buy a tire was gone. He is my research: Costco would sell me 3 tires for 815.81. (BFG). 5 year warranty. Talked to a friend of mine who worked in the tire industry for 40 years and told me I should get Toyo tires all weather. I talked to OK Tire at 4525 Albert Street and they told me I could get 3 tires for 8:14 with a warranty of 80k. All flats would be fixed free. In my conversation with Ok Tire they also told me how to determine if I need new tires. Turn the penny so that Lincoln's head points down into the tread. See if the top of his head disappears between the ribs. If it does, your tread is still above 2/32”. If you can see his entire head, it may be time to replace the tire because your tread is no longer deep enough. All of my tires passed the penny test. Then there are the ribs that run across the tire. If you have ribs running across the tire it is okay. My three tires passed this test. Next are there any excessive outside wearing. None was found on my three tires. Thus I concluded what I originally thought that I was taken advantage of because I was in a desperate situation. I asked them what is warranty on the new tire. They told me they would call me. I never got a call. I researched the tire they put on my SUV. It is a good year finesse. This is a very inferior tire to the Toyo all weather tire. In fact, it is not consider a very good tire: These tires came as O.E on my 2022 VW Tiguan. With only 30k miles on the vehicle and with regular tire rotations and balancing every 5k miles, these tires are down to 4/32 tread wear. I give them 2 ??s for being quiet and smooth on the road.....but the longevity and tread wear is where these tires lack. There are many complaints about this tire. Now lets us talk about the cost of the tire. I paid 354.22 for one tire. The cost for 3 tires would be 1062.66. For a more superior tire including a great warranty would cost me 814. I did not rate the Costco tires because I want the best tires for my vehicle. I can’t go through the stress of a flat and extremely poor service again. On my receipt from Mr. Lube #160 in the comments it said that “customer was told to replace all 4 tires but customer declined only wanted one tire”. My response is the customer didn’t need any tires. Now, I have this inferior tire on my vehicle. On the receipt it said my mileage on the vehicle was 46515 km. We are done with the facts. They replaced a tire that did not need replacing. Next they tried to replace my other 3 tires that did not need replacing. In writing I have on the receipt that they want to replace all of my tires. I went there to get a flat tire with air still in it to get a patch. This appears to be a scam. I want the cost of my tire reimbursed to me. Because of the tire change that I did not need, I will have to now get rid of the new tire. This will cost me a lot of money. Nothing makes sense with what happened here. Low mileage on the tires. If I cannot achieve my request at BBB then I will take this to Small Claims court.

  Customer response

  13/05/2024

  I wanted to explain my picture. Also I want to state the fact the business did not call me. * **** ******** * ****** ***** **** ** ****** ******* **** * **** *** ** ******** **** ****. * **** *** ******** ******** **** **** *** **** ******* **** **** ***** *** ***** ******* **. My first complaint was very clear. They sold me a tire I did not need. Second they tried to sell me 4 tires that I do not need. (*** ****** **** **** *** ****** ******* ***** **** * ***** **** **** ****** ** *** ********). *** *** *** *** ***** * ******** **** ***** ***** ***********

  I did my research about their pricing. It is outrages. 

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

  I ask them to response in writing.

  Thanks

   

  Business response

  15/05/2024

  Called again today at 10.40am , left voice mail with name and number so customer can call back( this is the 6th call customer has not answered , Facts are on all wheel drive vehicle you can not replace just one tire , you need to replace all 4 (recommended by dealer). Compared our cost of 4 tires with ok tire as customer stated we are over priced. For the same tire sold ok tire charges $1405.14 for a set of 4 tires and we sell for $1416.85, comparing cost per tire customer paid us $354.22 for one tire including installation and ok tire charges 351.28 per tire. We were able to get the customer back on road and provided quick convenient service. 

  If customer is not satisfied, we can do a refund on the cost of tire if customer returns the new tire they purchased. we just wanted to understand the customer and provide facts on the price of tire sold.

  Please bring the tire back as soon as possible so we can refund cost of tire, installation cost is not refundable.

  we appreciate your business 

  Thanks 

  Mr Lube 

   

  Customer response

  18/05/2024

  
  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. What is not true is the number of calls as I did prove by showing my call history. Also the prices that the business suggests is comparable is false. I paid $1263.07 for four tires and an 4 wheel alignment (160). Which is way less than their prices. The tires I got are more superior. I also get lifetime re-balancing, flat repairs, tire rotations, road hazard guarantees and air checks and air-ups. I can go to any *** **** in Canada and get my work done if required. So the business is not telling you that they do not provide these guarantees. Their flat repair is about 45 dollars. * *** **** *** **** * **** **** ***** ***** **** ***** ****** *** *** **** *** **** **** **** ** *** ******* *** ********** **** ***** **** ***** *** ******* ** ***** * ***** ****** **** **** *** ******* *** * **** * ********** **** ***** ** ***** *** ***** *** *** ********* ***** * ***** ** ** ***** *** **** **** ** **** ** *** **** *** *** *** *** ****** *** ****. I am happy I got my money back. That is great and I thank BBB for that.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  31/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband went into the store this morning to have tires switched out from summer to winter, which is something that usually costs on average $60. My tires were already on rims, and balanced. My husband has never put winter tires on his truck. He was told by the Mr. Lube employee that the tires needed to be balanced, which is false. The entire service took 25 minutes, and I was charged $150!!! which is ludicrous for a tire switch. As I said, the tires were already on rims and balanced. I get the idea of upselling, as I have worked in retail, however selling products and/or services that are not required is fraud. I am requesting a refund of the approximately $100 I was charged for balancing tires that were already balanced. I have spoken to the store manager and he is unwilling to do anything about it, so I am requesting a resolution from head office.

  Business response

  08/11/2022

  Consumer Response /* (2000, 6, 2022/11/03) */ The business has reached out and offered a refund, so this claim can be closed. Thank you. ***********

• Initial Complaint

  15/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Five months ago I went to Mr. lube and got an oil change. They forgot to put the drain plug back in all the way and all the oil drained out of the car and now I need to replace oil pump timing cover Head gasket and oil pan gasket that's gonna cost me about $5000-$7000

  Business response

  11/08/2022

  Business Response /* (1000, 5, 2022/07/25) */ We have been dealing with **** as he came in to the shop in July stating that we had left his plug loose. We watched our service cameras and found that our workmanship was performed correctly and that this plug was doubled checked before **** rolled out. We have invited **** to view the camera footage but he has not gotten back to the shop on this. If the plug was left loose there would have been a oil loss well before 5 months. We also were not called to view the vehicle at any time just **** claiming we caused all his leaks. The reminder sticker we had placed in ****'s vehicle was for 3 months or 5000 kilometers, which ever comes first for his next service. He was over this mark when he reported to the store of his loss.

*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. ↩