Complaints

• Initial Complaint

  22/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  oct 16 2024 my daughter went to change oil she was told she needed sparkplugs air cabin filter these two items were not needed car is at ***** not 1***** when change is needed why was the workers ignorant to when to change? or did they ignore that information on both those items the *********** fluid is also in question car was checked over 90 days ago my daughter was suspicious and took a photo of sparkplugs they look great i visted garage twice spoke to assistant manager who installed uneeded plugs and he gave no explaination spoke to manager he blamed ngk and the weather ???????total bs i felt i was given no respect.there are 6 signs you need sparkplugs trouble starting poor excelleration engine light on running rough mileage none of these on this car which was running fine and now it has been worked on by people without a mechanics licence mr lube is no good also a signature is needed for work that space is empty

  Customer response

  27/11/2024

  Bill and permission

  Business response

  28/11/2024

  Hello, this is ***** from Mr. **** on **** ****** and 70th.I am the operations manager at the locations, Mrs. ******** came to our location on October 16, 2024, to service her 2018 ****** Yaris Le. The vehicle had ***** kilometers at visit. We went over the oil change package with the customer and confirmed with her the type of oil and the price. Once she agreed we continued to perform the service on her car. As a regular Service it is part of service to check all the serviceable components on the customers car and because it was her first time, we did not have any records of the vehicle in our system. We found that her cabin air filter was dirty with particles, and we showed the customer the filter along with the price to change it. These cabin air filters are due at the *****km ***** but it also depends on the environment the vehicle is being driven in. Based on the customers kilometers she was due for a transmission service which according to the manufacturers service interval is due at ******km. Once again, we went over the price and showed her the service interval based on her manufacture interval. We also checked the customers spark plugs.The electrodes and threads were covered with oil and unburnt carbon. We showed the customer the spark plugs and informed her that it would be a good idea to change them to restore the ignition systems efficiency. We went over the price with the customer as well. The service order screen is also seen by the customer the entire service. We also show the customer the manufacture intervals during the service.
  It was the store manager and the assistant manager that had serviced the customers vehicles. They both have over 12 years of experience working on vehicles in the service department. The managers at the time had an enjoyable conversation with the customers and explained every service to ensure she understood the benefits and the importance of getting them done. We continued to educate the customer throughout the service, and she had a wonderful experience based on the interactions with the management team. She agreed to all the services and did not have any issues at the time. After the service the invoice was explained by the manager and the customer signed it to acknowledge the work that was performed on the vehicle.
  We had the customers Dad visit our location on October *******. He came to the store and verbally abused my entire team. We explained everything that was done on his daughters car and even explained the service intervals.He was not reasonable at all and continued to abuse the team and did not want to listen to what they had to say. He then started to approach our customers that were in the store for a service and shared with them that we provide an unethical service. He continued this for a few minutes and then left the shop.This is not any way to deal with a situation and no person should be treated in this manner. The customer then visited the store a few weeks later and argued with the store manager. We attempted to resolve the situation but because of the customers attitude we were not able to have a civil conversation with him.The contact information we had was the one of the actual customers that had visited the location. We attempted to contact her via phone and even left a msg requesting her to call us back.
  We were really surprised by this entire ordeal because the customersinitial experience was great, there were no concerns at the time. We conduct business in the most professional manner the experience of our customers is very important to the entire team. We did nothing wrong in this entire situation as everything was done by the book and the customer had agreed to every service. 

  Customer response

  03/12/2024

   
  Complaint: 22590464
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

  Customer response

  04/12/2024

   
  Complaint: 22590464
  
  I am rejecting this response because:

  There are abusive  behaviors  by Mr lube telling my daughter she needed sparkplugs  insisting on it   she felt threatened  and insisted on taking a photo   the photo shows new looking plugs not what phats says at all  he does not mention  the photo because  it does not fit his false narrative   neither  does going by the book   book says sparkplugs  changed every ****** kms not   not 90 ooo kms  he fails to mention  the facts  I asked one question  to phat   why did you change my daughters sparkplugs??? He said ngk   he said the weather   I said bs   I knew in 30 seconds he was a lying pooh   he says I abused him  psychopath  s do this to people   I am defending my daughter and the other people  phat to preying  on defense  less people who phat is targeting   something  m
  
  Sincerely,
  
  ***** ********

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