Complaints

• Initial Complaint

  19/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went into the closest Mr. Lube by my place to get my tires swapped at the 130th location. I went in to get my tires swapped and they told me that it would take a few hours because there was a lineup. Initially i agreed and I told them i was fine with leaving it because they had said it would be ready by 3-4 pm. I didn't have a problem with this because i didn't start work until 5PM.I went in and let the guy know that one of my winter tires (from what i remember from the last time i got my tire swapped) has a nail in it and would need getting looked at.He said sure he is going to keep an eye for it. I called later that day around 2:30pm asking what the status was on my car. Someone had picked up and said that it wouldn't be ready on time for 4 (the time i would need it by) I told the guy on the phone that im gonna take my car and get the tires swapped elsewhere. He said that that is completely fine, and i told him that i would grab it within the next 30 minutes and he said that was fine. i then came into the shop to take my car but then they said that my car was next on the line and said that it would be done in 30 minutes. not even 5 mins after i left i came back in because i realized that i can still take my car since they weren't working on it. i came in to one of them already taking my first tire off of my rims, they completely ignored me so i couldn't say anything or take my car back. one of them came up and said it would be done in 30. 30 minutes later i came back and it was done. I asked if they had found the nail that i had previously mentioned and the guy that worked on my car said no, and that they all looked completely fine. I took his word for it because it was hard to argue something that i was not 100% sure about being there. after work i came back to my car and heard air leaking and saw the tire flat.they were eager to get my tires swapped ASAP knowing that i was in a rush and completely disregarded the nail. it was so big you couldn't miss it.

  Customer response

  20/11/2024

  Hi ****,
  Thank you for getting back to me.
  Below is the address of the Mr. Lube that I visited.

  
  ************************************************************
  
  Please let me know if there is anything else you need.

  Best,

  *****

  Business response

  08/01/2025

  I spoke with *****, listened to her concerns, She had every right to be upset as we did not give excellent service on this visit. I offered ***** her money back and have sent a cheque that she had received and was very happy for. Internally at the store we are working on better ways to document, communicate and train to prevent any further incidents. This matter is considered closed as of now.

  Customer response

  09/01/2025

   
  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

  29/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Thursday november 23rd, I took my car in to have a small leak repaired. The repair was finished, and I left. After driving the car to work and back on monday the 26th, I noticed a bulge in the side wall and contacted the shop. On Tuesday the 27th, I had the car towed to the mr. lube at **** macleod trail and talked to ****** who had originally repaired the tire. After dismounting the wheel we found significant damage to the sealing surface of the tire. ****** had noted some damage in the original invoice and had even taken a photo (which I was not shown or made aware of at the time) and mounted the tire. The damage to the bead had been made significantly worse by the installation process and I was told that the tire was no longer good and the tires I have are no longer made so I would need to buy a new set of tires (minimum $1200 before tax) but they would waive the install fee ($180). A visiting tire company representative even confirmed the tire was unsafe in it's current condition. After leaving without reaching a satisfactory resolution, I arrived at work and noticed the spare tire they had mounted was low, it had only been inflated to 33psi instead of the required 60 psi as per the tire and the door tag. I've been sent away from their shop with an unsafe vehicle twice, I wanted a $61 repair but now I'm being forced to spend hundreds. I talked to **** who informed me the tire was not damaged by the tech, and that waiving the fee and refunding my original fee was all they could do. I proposed a solution; I would find a set of tires on ******, bring them to Mr. Lube to have them mounted for free and to compensate me I requested a gift card equal to the amount I paid on Kijiji for the tires ( $400-$600) **** informed we "That's not happening". I informed **** that any solution that requires me paying for a new set of tires was unacceptable and I would continue to pursue the matter.

  Business response

  30/11/2023

  ************** brought his vehicle in for a tire repair service at our Mr. Lube located at **** Macleod Trail SW, *******,*******, on November 23, 2023. On November 28, ************** had the vehicle towed to our shop after he noticed a bulge on the sidewall of the tire we repaired.
  At time of the service, ************** did notice pre-existing damage to the sidewall of the tire. He took pictures and documented what he saw on the service invoice. The technician made a judgement call that the damage wouldnt prevent a successful tire repair and to go ahead with the service.Repair was completed as per our internal procedures.
  When the vehicle was brought back to us on November 28, a bulge had appeared on the sidewall of this tire. The location of the bulge was in the location of the pre-existing damage. Because of the bulge, the tire must be removed from service and should not be driven on.
  Out of goodwill, store manager *********************** agreed to refund the cost of the tire repair ($60.88) as although the repair was performed correctly, unfortunately the tire only lasted 5 days due to the pre-existing damage. In addition, ***** offered a complimentary mount and balance (value $197.35) for 4 replacement tires. Because the vehicle is AWD, 4 replacement tires are required to be installed in order to meet manufacturer safety requirements. In addition, on November 29, I also offered ************** a complimentary oil change (value $186.45) to further demonstrate our goodwill.
  However, ************** disagrees and thinks we should be covering the cost of his tires as well ($600).
  I believe our offer is more than fair and are still willing to proceed with such offer.
  
   
  Sincerely,
  
  *******************
  Operations Manager
  Prairie Lube Ltd. (o/a Mr. Lube)
  
  
  

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