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:27/02/2025

  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.

  Dear Better Business Bureau,I am writing to file a complaint against Mobil1 regarding a faulty service that resulted in significant repair costs.On November 26, I brought my 2018 Ram ProMaster to Mobil1 for an oil and transmission oil change. Shortly after, I noticed oil leaking on my driveway. I returned to Mobil1 twice, and each time they claimed the leak was due to spillage during the oil change. However, the leakage ************ ensure my vehicle's safety, I took it to a dealership for a detailed inspection. They found that the oil was leaking from a cracked oil filter housing, which they attributed to the oil filter housing cap being overtightened. This overtightening resulted in a hairline fracture on the housing block, causing fresh engine oil to leak onto the transmission. The technician noted that the leaked oil was gold in color, confirming it was the recently replaced engine oil.This issue led to a $2,000 repair cost to replace the damaged housing and resolve the leak. Despite this evidence, Mobil1 has refused to take responsibility for the damage caused during their service.I am seeking assistance from the Better Business Bureau to resolve this matter, as I believe Mobil1 should be held accountable for the improper service that led to significant financial loss and inconvenience.Thank you for your attention and assistance.

  Business Response

  Date: 28/02/2025

  MOBIL 1 PORT MOODY
  ***************************
  V3H 2C5  PORT MOODY, BC 
  MOBIL1 PORT *****************************************
  ************
  FEB 28,2025

  
  Subject: Response to *********************** Filter Housing Leak

  
  Dear Better Business Bureau Representative,

  
  We appreciate the opportunity to respond to the complaint filed against our establishment regarding a claim for compensation related to an oil filter housing leak. At MOBIL 1 PORT MOODY, we take customer satisfaction seriously and strive to provide the highest level of service and transparency in our operations.

  
  Upon reviewing our records, we have confirmed that the customer's vehicle underwent two oil changes at our shop within the past two years. The details of these services are as follows:

  
  First Oil Change: December 26, 2023, at ****** km.
  Second Oil Change: November 26, 2024, at ****** km.

  
  It is important to note that we recommend oil changes at intervals of 8,000 km or every six months,as clearly indicated on our invoices. We have attached the invoices for reference as well. In this case, the customer exceeded the recommended service interval by a significant margin, which could contribute to potential mechanical wear or issues.

  
  Additionally, when the customer reported a leak in JANUARY 2025, our team thoroughly inspected the vehicle and found no evidence of an engine oil leak at that time. However, we topped up the transmission fluid as it was needed and advised the customer to return for a follow-up transmission fluid level check. Unfortunately, the customer did not return for this inspection.

  
  Should an oil change process cause an oil filter housing leak, our policy requires that the customer bring the vehicle to our shop for evaluation and any necessary corrective action. In this instance, the customer did not notify us or provide an opportunity to inspect the issue before taking the vehicle to a dealership for repairs. Our company has established partnerships with repair facilities that handle such matters, and we provide warranty coverage under those arrangements. However,our invoices clearly state that "warranties will be voided if the vehicle is inspected or repaired at another facility."
  Given these circumstances, we regret to inform you that we are unable to process compensation for this claim.The customer's decision to proceed with repairs at an external dealership,without prior consultation with our shop, has voided any applicable warranty coverage.

  
  We remain committed to fair business practices and customer service. Should the customer have any further concerns, we are open to discussing possible resolutions within the scope of our policies.
  Thank you for your time and consideration. Please let us know if you require any further information regarding this matter.

  
  Sincerely,
  ******* ******
  Assistant Manager
  Mobil 1 port moody

• Initial Complaint

  Date:18/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The guys at Mobil 1 stripped one of the wheel studs on my truck while changing my tires. They refused to fix it and now I need to pay someone else to repair the damage.

  Customer Answer

  Date: 18/05/2023

  Wednesday may 17th 

• Initial Complaint

  Date:25/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  It was on January 10th, that I went to mobil1 for changing my car's rear tires and while they went to take off one of the tires, they broke the air pressure sensor and claimed, it had been broken already. I told them it wasn't broken because the sensor's light was OFF. I'm an **** driver and I had an appointment for a yearly car inspection so, I asked them to fix this problem, they accepted that it was their mistake and tried to bring a pressure sensor by tomorrow. A day after, they tried to program a new sensor which they brought for me but, they couldn't fix it and the sensor's light was still ON! a day after they asked me to give my car to them without accompanying them to go to a technician and fix it but, I don't know why they didn't want me to accompany them. I was not happy to give them my car, but I gave them the car to fix it . after returning they said it has been fixed and there is no more problem. On the way back home, again the sensor's light gets ON and OFF frequently. I sent an email to the manager and explain the damage which his employee made to my car but, apparently, they are not willing to fix my car.

• Initial Complaint

  Date:20/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 June 28, 2022 Mobil 1 Port Moody changed my break pads and the rotors. Upon leaving and pressing the break, the car made squeaky and strange loud noises. The mechanic was very concerned and he took the car for a test drive and said to return if the noises continue. After the changes the drive was different, the wheel was wobbly and trembling when slowing down, changing lanes and stopping. The rims were covered in black powder which did not come off. I returned to the shop and the mechanic said that German cars sometimes produce this powder and that wobbly feeling was all right and it was safe to drive the car. I said I was not comfortable and previously my German car was not producing that powder. It took multiple phone calls and visits before they agreed to replace the front faulty break pads. The wobbly steering wheel and trembling remained. Shortly after that a lamp indicated breaks issue. I went to the shop and they said that it was the sensor which was also changed when the pads were changed- it is included in the invoice (Attached). In November 2022 I went to change my tires and mentioned the issues to the mechanic. When he removed the tires he said that the rotors (Pictures Attached) were not changed or were really bad because they were gray and uneven. and showed me the surface and explained how new rotors look like. Attached email from Harmont Tire. Mobil1 manager, *** ***** said he would test drive the vehicle and I contacted them over ********************************************************* We exchanged few emails (attached).I have spent many, many hours dealing with Mobil 1- visiting the place and over the phone getting horrible attitude, run around and the outcome is ruined vehicle and lack of a safe and enjoyable ride. **** **** ********* **** * ** * ****** ***** *** **** *** **** ********* *** **** ********** 

• Initial Complaint

  Date:02/06/2022

  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 May 25 I was inPort Moody and went to Mobil 1 Lube Express at 3020B St John Street to change oil. They offer me many other services I declined as I was short on time. After that mechanic disappeared for over 30 minutes and I was wandering where he went. He came back with a manager who told me my oil pan tread is stripped and they can’t put bolt plug because there is no tread. I lessen to that in disbelief and ask him how that happened, as it should not happen. He blamed facility in Abbots**** I did my last oil change telling me that they stripped the treads. I didn’t know what to do as I was 80 kilometres away from home and ask him for solution. He offered to sell me a patch which should get me home safely, but was only a temporary solution. It was a temporary solution because after I parked my vehicle on the driveway I have noticed big puddle of oil underneath. So I know I have to do something fast. Firstly I called Magnuson **** in Abbots**** asking for solution. I have been informed that they would have to put a new oil pan, parts and labour around $1000. They told me it is common occurrence with 15 minutes oil changes as they use power tools and they should not as oil pans are made of soft aluminum. Next I jump in my vehicle and drove 30 kilometres to Abbots**** to talk to facility who did my last oil change and stripped tread on the bolt according to manager from Mobil 1. They agreed that tread was low, so they installed “self tapper bolt”. It is a bolt with another screw in it which supposed to be unscrewed to drain the oil instead of unscrewing the bolt. So I called Mobil 1 asking why they took the bolt out why did the do so instead removing small drain. He told me that should I tell them that there is self tapping bolt, they would not remove it, just small drain screw . My response was that they are professionals, they are underneath my vehicle and they should know what to do . They denied any responsibility blaming what happened on me. Please advise

  Business Response

  Date: 24/06/2022

  I am writing this email to discuss regarding the complaint issued by customer and was assigned an ID of ********. **** ******** brought his 2005 **** Escape to the shop for an oil change on 25 May 2022 around 11.30 am. The time we started doing the oil change service our store technician found engine oil pan thread were worn out and it was temporarily fixed by the last shop ( ***** ******** *** ****** ) by using some aftermarket drain plug which customer was already aware of. In this situation its customer responsibility to let technician know about temporary drain plug installed by last shop but he didn't bother. Moreover ***** ******** *** ****** shop also left note on his invoice for " Temporary drain plug fixed and need to fix oil pan ASAP " which we didn't even bother to show us invoice. Once our technician brought this situation to customer attention then he agreed that he was already aware of and then he showed us ***** ******** invoice with note on it.
  

  At Mobil 1 Lube Express we always provide top notch service and we always stand behind our work if something happen but in this situation we our not responsible of any damage. In case you want more proof then we have cameras at the shop and ***** ******** invoice with the note. If you have any other question feel free to call/email anytime.
  

  Thank you,

  Customer Answer

  Date: 28/06/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Firstly, this response is full of assumptions and incorrect information. Oil pan tread worn out was not known to me until it was brought to my attention by the manager of Mobil 1 who suggested that probably last oil change place put special plug in place. Then I dug out the invoice and it was written there . So I didn’t know. Besides, plug they installed was pretty self explanatory, and not plug should be taken out but screw in it to drain the oil. Person doing it made a mistake by removing wrong item. And it is neither my job or my responsibility as a consumer to tell how to perform oil change. I don’t go to my doctor, dentist or people doing service for me telling them how to do their job.  I go to place of business having faith that they know what they doing. Your shop failure  to perform professional oil change not only created a lot of stress in my life but as well environmental hazard because I lost 1.5 litres of oil in a week. 

  Sincerely,
  
  **** ********

  Business Response

  Date: 13/10/2022

  As i explained you in the previous email that once we start doing the oil change customer did not told us any thing for the drain plug. Moreover, its clearly written as well on the invoice by the previous oil change place (***** ********) that temporary drain plug installed and need to fix oil pan ASAP.
  
  At Mobil 1 Lube Express we always provide top notch service and we always stand behind our work if something happen but in this situation we our not responsible of any damage. In case you want more proof then we have cameras at the shop and ***** ******** invoice with the note. If you have any other question feel free to call/email anytime.
  
  Thank you
  
  Robin D******
  

  
  

  Customer Answer

  Date: 14/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:total nonsense. Things happen, employees were not trained to recognize plug which should not be removed to drain oil. Take responsibility and don’t wast my time with nonsense response. 
  
  Sincerely,
  
  **** ********