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Business Profile

Lube Services

Mr. Lube - Nanaimo

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:18/01/2023

    Type:Product Issues
    Status:
    Answered
    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 Tuesday August 23rd, I was driving our 1986 Toyota Landcruiser to Campbell River from Victoria and stopped at the Nanaimo, BC branch of Mr. Lube for an oil change. On September 7th, I drove down to Victoria and on September 10th, as I was driving back to Campbell River, my filter and oil light came on at Mill Bay. I pulled over immediately, called for a tow truck ***** *** ******* and the tow truck operator took a look under the truck, informing me that the oil plug was not on properly. I was towed to ******** ******* ** Victoria, as that is where we have taken the truck in the past. ******** ******* confirmed that the oil plug was not on properly and that the gasket had not been changed. After replenishing the oil, oil filter and putting on a new gasket, the mechanic did a diagnostic follow up to make sure there was no damage to the engine from the oil loss. I was in contact with ***** the assistant manager at Mr. Lube in Nanaimo, who spoke to ******** **** and he told me he was awaiting information from them about the state of the engine before acting on my situation. When I called him to let him know I had the truck back and had the invoice, **** asked me to send the ******** ******* Ltd invoice to Mr Lube Nanaimo via email. **** ******** ****** After a week I had not heard back from Mr. Lube via phone or email so I called **** and he informed me that the owner could offer a free oil change but that was it. I asked if I could speak to the owner and **** said he could not give out his number and that I had to contact Mr. Lube at [email protected] I took our truck to Mr. Lube in Nanaimo because of the excellent service I received the previous time but I am disappointed at the response to what could have been a catastrophic situation. I respectfully request reimbursement for the expenses I incurred as a result of the improper installation of the oil drain plug. Thank you, *****

    Business Response

    Date: 20/02/2023

    Seeing as Mrs. T. didn't bring the vehicle in question back to the Mr. Lube, whether it was the one in question, or another on the Island, we are under no legal obligation to reimburse Mrs. T. She has already been made aware of our standing with this matter. She also didn't pay for a full service, as she just paid for the oil that was used to refill her vehicle. 

    Customer Answer

    Date: 22/02/2023

     I am rejecting this response because:
    Their response is inaccurate. Based on all the facts in my previous email

    this business has caused me great expense and they are responsible for the costs incurred.

     

     

Mr. Lube - Nanaimo is NOT a BBB Accredited Business.

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