Mr. Lube Canada
reviews and complaints

My young daughter went in for simple oil change and got turned into a 168.00 oil change . Total upsell on oil and unnecessary engine flush . Total case of taking advantage of a unknowing young person who put their trust in their workers.
Review after review but managers and head office Refuse to address the problem

I purchased a set of Cooper tires for my 2004 Acura TL. About 3 months of having these tires the front passenger tire completely blew out and shredded and has no treading whatsoever which almost got me in an accident and the driver from passenger it's completely bald with no training at all. I got in touch with the manager at the Mr lube near my location and I advised them of the issue and let him know what's going on. Pretty much he told me if it's not a manufacturer's defect there was nothing they can do about my tires, and he also said pretty much is my fault that I must have done something to cause damage to the tires. The manager's name there was George he was very unprofessional and condescending and pretty much blaming me the customer for sabotaging a set of tires which I purchased for almost $700. And on top of that I took my car in for a whole tune up that same day they ended up taking my donut which they should never have because according to them my donut was bad so they decided to take it out of my car I asked for filter change oil change and for my car to be serviced fully I'm pretty sure they didn't change anything because the people who worked on my car did not even reset my car back to zero I had to take it back to them so they could reset it back to zero. So I'm wondering almost spent $800 just so nothing can be done to the car. This is very unprofessional and instead of George which is the manager at this location helping me the customer out any way he could for some reason he got in touch with the district manager right away for whatever reason that is I mean this should not be a big issue however there must be something wrong where you have to get in touch with the district manager over something as small as replacing tires and or doing the right thing so it's kind of odd to me why you would call the district manager over something that you can handle yourself. So as of right now I'm kind of on the fence with ever taking my car to Mr Lou again because I've heard other stories where people have taken their car in for something as small as a rattling noise under their car which is not even fixed just so they could bring their car back again it's almost like you just ripping people off pretty much they say they do something to the car they say the service the car but did you not service the car they just kind of pocket the money just so you can come back again with the same problem so we got to put an end to this. Hopefully this issue gets resolved or I don't have to take it to small claims court and or any other higher authority.

My son started working at mr lube in milton Ontario and right away he came home about to cry because the manger Marcos started yelling and constantly swearing at my child for asking a question. This is super un professional and should face consequences for what he has done. My son greeted a customer and right away and the customer headed out and said they were going to complain to the head board and hope to get him fired. Please do something

Good Morning

Just to let you know
Yesterday I got an issue with my car A major oil leak happen on the parking lot of my office,
I send the car to the dealer and he find the oil plug was almost gone (unscrew)
Here pictures and invoice from the dealer I am going to your location today on rue du marche to see how we handle this situation because
My oil change was done on April 09 by your team at Dollar des Ormaux 3 week Ago car was at 29384 kms when you done the oil change and he got only 30189km yesterday when this happen so only 805 Km done after the oil change.
Update
I go to the Mlube store and he offer me only a credit of the amount of the invoice from Hyundai no towing no cab and nothing for the afternoon loss and no warranty at all for the possible futur issue cause by that loss of oil
I M not happy at all I refuse the credit because I got no intention to go back at Mlube

My daughter went in for an oil change. The employee tried to tell her that she needed something else done to her vehicle. She insisted that she only wanted an oil change. When the work was done she was presented with a $150 bill with a charge for trans. Service she did not ask for or require. How sad that your employees would take advantage of a student like that! I did call but got absolutely nowhere with employee stating she had agreed to the work which is absolutely not true.

Dear Davin

My Friend it gives me pain after spending a money for the Vehicle
on Feb 27, 2020 — $ 209.99 and on June 01, 2020 — $1, 895.54.

For just one simple reason I brought my Vehicle there must not be any
Oil Leakage in the future because I have a Family and I don't want to take a risk.
It was repaired on June 01, 2020 but after few days I brought to your
knowledge that again Oil Leakage is going on but you REALLY NEGLECT ME.
Now, when I visited to your store 2 days back you
just gave me Lame Excuse that you don't have a Tools.
Now, who is paying the price for this Vehicle, it's me and my Family.

I don't have money in this Unprecedented times Myself and my Family should suffer due to
your negligence. My Friend tell me.

On June 10, 2020 I shown you these Pictures and request you that please check there is an Oil Leakage going on
but you told me that nothing is happened.

I am attaching here June 10, 2020 pics and I spent money on June 01, 2020 $ 1, 895.54.

I went for an oil change, I drive a 2018 Toyota Yaris, I maintain regular oil changes and I was told I need an engine flush (23000 km on car) and I agreed because I want to keep my car maintained for warranty purposes as well I had the cabin filter changed in September and even though they did not look at or mention it this time the put on my invoice that they looked at it and it was dirty and they advised me which is a blatant lie and on the sticker they gave me it says I am due for another oil change July 27. I called another mechanic this am and was told the engine flush was nothing but a money flush, I also had my engine filter changed again- this is the second time they changed it and now I am wondering if even that was necessary.

I went to Mr. Lube for an oil change and my car was damaged during the change. Three employees promised Mr. Lube would pay for the damage and referred me to a mechanic. When I got to the mechanic, he said Mr. Lube is refusing to pay for the damages I incurred at their shop. I went to speak to Mr. Lubes manager in person and he told me all three employees had changed their stories and were denying that they promised to pay for the damages. I saw one of the employees and he lied to my face, refusing to take ownership for the referral and the promise to cover the damage. The manager watched the videos of me driving in with a working vehicle, driving out with a broken car, and his employees referring me to the mechanic. He said that this was not enough "evidence" for him and that he did not believe me. I was a repeat customer at Mr. Lube and I am NEVER going back. Due to the lack of integrity, horrible customer service, and damaging vehicle service, I would not recommend Mr. Lube to anyone. Please go somewhere else for your vehicle services.

I noticed that the oil was leaking underneath my 2009 Subaru Impreza 4 door 2.5 L AWD 9 days later. ( Sept. 27, 2019 was the date that the oil was changed). I checked the level on the dipstick and found it just under the lower mark. I crawled underneath and found the oil filter was loose. I tightened some more by hand and had to go to Canadian Tire to get some more oil. Paid 93.00 dollars plus tax for the oil change service that they can't do right . Totally disgusted . Will never go back there again.

I am disputing a finding from Mr Lube's insurance company, Northbridge Insurance, that they are not liable for excess oil in my car's engine after they were the last to touch it from an engine oil flush and oil change. Their report states the Mr. Lube located at 1813 Regent Street Sudbury Ontario did the oil change, however it was the location at 775 Highland Road West, Kitchener.
They state that their pit video says I gave a thumbs up to the oil levels, which I watched this video myself and that's farthest from the truth.
Secondly the adjuster states that we couldn't prove access oil in the engine, which again is furthest from the truth. Their own field appraiser did document many pictures and parts that came out of the engine. The only thing is THEIR APPRAISER didn't request to see the excess oil at their first inspection. After 5 weeks, no, the mechanic didn't keep said oil, however there is so much more evidence to prove access oil and yet they're trying to get off on liability for their over site.
Please read on for complete report.

Timeline Details:
To be proactive for a road trip on July 22, 2019 I went into Mr Lube on 775 Highland Road in Kitchener on Sunday July 21st for an oil change. I was told that my oil was dark and was suggested an engine flush. I didn't authorize the more expensive flush, but did authorize a basic engine flush.

I drove home after the engine flush and oil change with the very strong smell of burning oil, however made an assumption that upon refilling, some oil must have dripped down the engine block, but it was going to burn off.

First thing Monday morning, July 22, I left on a road trip to visit my parents for 2 days, returning Wednesday the 24th. The burning oil smell was still apparent, still assuming that it's going to burn off eventually.
We arrived Monday early afternoon and the car wasn't used much until Wednesday afternoon when we started for home. Still with a strong oil smell. After approx. 8 hours of driving after the oil change the engine RPM's were reving up and down for a bit, even to redline going up a hill, that did get better after a while.

I returned home too late on Wednesday evening, however my husband checked the car over Thursday and found the dip stick to be burnt/etched and the fluid level to show being over filled and oil coming out of the engine. I phoned Mr Lube at 4:30 pm on Thursday the 25th and spoke with James who said a manager (Nav) wasn't available until 7:30 the following morning, Friday. I explained what had happened and James suggested I drive the car back in and they will "drain the excess oil out and give the engine an exterior engine wash/cleaning".

However, Mark didn't like the sounds of that as he knows the possible extent of the damage that may have been caused to the engine and phoned our trusted mechanic who has a history with our car, Quality Lube & Tire Auto Centre in Guelph, who advised us not to turn the engine over and have the car towed into him as excessive oil can cause engine damage. Deepa was concerned not for just internal hydraulic cylinder lock, but the catalytic converter could be full of oil/additives as well as bearings and seals in the engine. Deepa also told my husband that they had already completed two previous authorized repairs for damages caused by the Mr. Lube at the Guelph location (which according to Carla, is the same owner of Highland Rd in Kitchener where our work was done) and therefore "leave it up to him and he'll take care of everything, including the paperwork". This just made complete sense as to not have the vehicle towed into Mr. Lube who doesn't have a licensed mechanic on duty and it would have to be re-towed to a shop of our choice anyway. From what we are being advised from the previous claims, Mr. Lube will send their own adjuster out to their garage to verify and over see the damages and work being done.

I submitted the online customer satisfaction survey at the bottom of my invoice, and on Sunday July 28 I received an email from Nav "I am the assistant manager at the Mr Lube location at 775 Highland Road, I would first like to deeply apologize for any inconvenience we may have caused. I'm contacting you in regards to your most recent visit at our location.

May I please have the license plate of the vehicle that was serviced here? As well as a phone number best to reach you at would be fantastic." Inconvenience to say the least :( This resulted in phone calls from Carla the senior manager of which I requested everything to be done in writing/email so we have documentation and no 'he said / she said' later.

First, she was very concerned that we didn't bring the car directly into them and had expressed to our mechanic that she's not paying out anything because we didn't bring it into them. I responded to her with, 'I am hearing from the mechanic that you don't want to uphold your side of responsibility for damage to our car because we took it to our mechanic. I want to remind you I phoned James on Thursday and the only thing he said that you guys were going to do was going to drain the excess oil and give it an engine wash. That is unacceptable, especially due to the fact that nearly 7 litres of oil and fluids coming out of it, we were not to turn the engine over at all to drive it into your shop, and we had it towed to the mechanic.' Carla advised that "oh, we would have paid to have it towed here and then retowed to their choice mechanic which is right next door to the Mr. Lube location in Cambridge." I told her then, which was before knowing what we know now about to what extent Mr. Lube is willing to go to bury this claim, that there wouldn't be a way I would feel comfortable with a 'garage of your choice' which isn't 3rd party / no interest in the claim results. From my understanding from James, the only thing Mr. Lube was going to do was drain the excess and give it an engine wash= eliminating the evidence.

Mark phoned CAA and arranged for the Kia to be towed into Quality Auto Centre on the Friday morning, without the engine being turned over since I returned home on Wednesday. **CAA Tow bill of $152.55 attached to be entered as a part of this claim.

Deepa took a look over the car and advised: "As discussed over the phone your vehicle was overfilled with oil, we caught 6.34 litres (black and burnt) I'm guessing it had more some of which has leaked and burnt off in the crank case as well as into the exhaust system which explains the smoking at tail pipe.

List of initial repairs then re- check are as follows -
GDi service which cleans entire crank case, fuel injectors as well as intake plenum, pull off the valve cover and clean inside, install new PCV valve w/gasket, install new spark plugs and clear engine codes due to the knocking and over filling issue. We will then road test and re- check. Please be advised Bank 1 Sensor 1 (air fuel sensor) and catalytic convertor may require replacement also.

On Monday July 29th I received a message that Carla from Mr. Lube wanted to speak with me. I drove into the Highland Rd location and had a face to face meeting with Nav, Carla and my son, Kurt Lutes present. At that time we watched a portion of the video and she pointed out that the video shows approx. 33 seconds of putting oil into the car. I asked for the video from below showing how much fluids were drained out, but Carla admitted they don't have that verification. Per Carla, 33 seconds of time is the correct amount to only have put 3.3 litres of oil into the car. If this is correct, than my only conclusion is that Mr. Lube failed to properly drain the engine flush additives they first put in the car, resulting in the end result of 6.34 litres being drained and that was after four days of fluids already coming out of the engine and being burnt off.

In our meeting with Carla, when describing to her the chain of events and the burnt oil smell, she commented that the video shows that only one drop of oil was from them and it shows in a line on the black engine cover. I agreed with her that that may have been the case, and that the oil all over the block now is coming out of 'every orifice of the engine'! She stated 'at her level she can only authorize a few free oil changes' and that I responded that at this time we may not even have an engine to give oil changes too! I politely declined and advised her that this amount of engine damage should be going higher up as it sounds like it's past her position to make those decisions.

At the time of the oil change on Sunday July 21st, the video will show I had a check engine light on which is a gas cap that fails to lock and comes on when the car is filled, and goes back out when the car is around half a tank. The tech asked if he could run the code and I agreed if it's free, which came back as 'engine efficiency decline'. As you will see in the video, I am involved with the tech hooking up the car to his code reader, telling him what we know it to be, and trying to get my legs out of his way. In the video it shows the under the hood tech checking the dip with a second look than is seen walking the dip stick over to me however I didn't acknowledge him in my line of vision and was preoccupied with the reading of the code. I doubt from watching the video that I would have been able to verify readings anyway given his distance and angle. I therefore drove away not knowing the fluid level in the car.

Through this, Carla from Mr. Lube was asking about a quote to put into her claim.
I have the quote from Deepa at Quality Auto Centre who has two numbers depending on what he finds after opening up the engine:

Quote from Quality Auto:
As per my E-mail excluding 02 sensor and catalytic convertor we are looking at a total cost of $978.22 + txs. Incls parts, labour, GDi service, plugs, pcv, cleaning valve cover installing new gasket, oil change, scanning, clearing, resetting knock sensor if required and road test.
If Catalytic convertor and Air Fuel 02 Sensors are required pricing is as follows - $1, 396 + txs incls parts, labour, includes exhaust gaskets."
- Best Case Quote + Tow, tax included:
$1105.38 + $152.55 = $1257.93

- Pending Damage Case Quote + Tow, tax included:
$ 1105.38 + $1577.48 + $152.55 = $2835.41

On August 7 2019, I heard from Mr. Lube's insurance adjuster that he would be assigned to my claim. He requested all above information direct from me and the next I heard from him was Aug 13 to advise he'll be sending an appraiser to the car to verify and submit his report.

We have been in constant communication with the owner at the garage that has our vehicle. He advised that the appraiser was shocked at the amount of damage and would be writing up a report 'that is probably going to result in the car being a write off due to the extent of the damage'.

I requested an update on August 23 and received this response, "Our appraiser is heading out to look at your vehicle again today, as he missed a couple of things. As such, unfortunately we will not be able to expect to move forward with this until next week at least." I explained that this claim has been to a loss of a vehicle in our household since July 25, 2019 and is increasingly difficult without a second car.

Finally on September 3, 2019 I received the incredible response in an email from the Insurance company, "We have completed our investigation into this matter, and have determined that we do not see any liability on our insured, Mr. Lube.
Our appraiser determined that there was no evidence of excessive oil in the engine, and the alleged excess oil was not available for our inspection.
The pit footage also shows a thumbs up being given to our technician when he showed the oil level, indicating that the oil level was satisfactory.
At this time, we will not be making any payments on this claim. I will consider new evidence if it is presented."

I immediately responded disputing this judgement and I would be presenting new evidence. I know their appraiser DID document and photograph the damage from the excess oil that was pouring out of various areas of the engine. As for that pit footage, as I previously explained to him from the start, when I viewed the video evidence with Carla at Mr. Lube's location in her office, it at no time showed that I ever acknowledged the tech with the dip stick. I was clearly involved with the tech that was kneeling beside the car and under my legs. Their video shows the dipstick tech walking over, standing on the other side of the tech in my car, the open door and by their service table at a distance of at least 5' and holding the dipstick at an angle that even if I looked up I would have been looking directly up the dipstick and not at an angle I could have viewed a fluid level. That dip stick tech was there for a split second and walked back to the engine compartment, but not by being acknowledged by myself.

It's really disappointing that this insurance company that is representing the reputation of Mr Lube has warped and twisted the truth to manipulate it to be to their advantage and completely ignoring the field appraiser's report.
Speaking with our mechanic on Sept 6 to discuss his response was this, "As for original diagnosis we measured the oil level coming out of your Kia Rio, filter condition, visual of engine bay, visual of leaks, scanned for engine codes and prepared a work order with quotes as requested. The evidence of overfilling and leaks is present in the engine bay and on the motor. The appraiser has seen it, and photographed it. He asked us what the oil level was coming out of the motor, wasn't concerned to see the oil and was doing exactly what the insurance company outlined.
It's unfair and not right that Mr Lube is washing their hands thanks to the insurance company and this video at the time of original oil change. I believe they should come clean, cover the repair costs and make things right. We worked long and hard on this matter to try and help get a fair resolution. From diagnosing the problem, speaking with you folks about it, taking several calls from Mr Lube, discussing things with the insurance appraiser, arranging the appraisers second apt, calling Kia and other vendors on parts pricing and availability."

At this time, my husband and I are looking to move forward with obtaining our own appraiser and presenting affidavidts to a possible claims court to hold them accountable and responsible for the issues associated with their mistake to over filling our engine compartment and damages to various components to our engine.

We are repeat customers and this is the first time that we have had issues and for Mr. Lube to be so distant on the obvious mistake of the end result of our car being over filled with oil and the engine flush additives. As per my insurance company, "is why businesses need commercial liability and errors and/or omissions insurance as mistakes can happen." A mistake did happen and I would expect Mr. Lube to do the right thing and approve the claim to do the repairs required.

Gwen Lutes

(I've attached a picture that would take, but the site only allows under 5 mb or PDF files and I can't attach all I have. If someone contacts me I can certainly provide. Shows extensive oil all over the engine that per Carla they weren't responsible for, however the overfilling of the engine caused it to leak out from valves etc)

July 25, 2019 Invoice # 54901740. On this date approximately 11:15am I took my coupon into Mr. Lube for a $39.99 oil change. The Supervisor Ash mentioned I was due for a coolant flush and I was quoted $129.99. I was told it would take 45 minutes to 1 hour for all the work! It was not completed until 1:55pm! When I received the bill I was charged $69.99 for the oil change and $139.99 for the radiator flush! I told the Supervisor Ash that I did not want the more expensive oil change! He gave me the excuse that that's what I usually get -- I've been to Mr. Lube once before -- I usually go elsewhere! So far I am not happy with the service! But wait there is more!

As I drove 4-5 blocks away later in the day the thermostat light went on and the gage hit the red mark! Steam was coming out and coolant spurting all over the place! A kind man came to help and informed me the cap was not secured tightly and there was hardly any coolant! I could not drive anywhere! I had to call CAA and get towed back to the same location! I got there approximately 5:00pm.

I asked to speak to the Supervisor Ash but he had left for the day. I explained what happened to Manager Wally and he added coolant right away and suggested I leave the car for 2-3 days to investigate! I wanted the problem resolved the same day because I did not have the problem before I brought the car to Mr. Lube and had been so inconvenienced! After Wally and another employee put in almost 2 gallons of coolant, running the car for 5-10 minute intervals with and without the cap on it finally stabilized! Wally still insisted I leave the car and he would reimburse me for taxis or car rental which was again an inconvenience for me! I had my son speak with him also. Afterwards they decided to bleed the air out and put in new coolant! I also wanted them to wash the motor -- it had coolant all over it!

Approximately 6:10pm Wally returned my car and the service attendant said there was a lot of air in the line which causes the overheating. I asked Wally if they washed the motor and he ensured me they had! I looked under the hood to see if there was enough coolant and if they had washed the motor -- no they had not washed the motor -- I informed Wally and they did -- but a very poor job of it! After that I took the car for a quick drive around the parking lot and the gage was rising again! I drove the car back to Mr. Lube and parked it while running the car and monitoring the gage. At approximately 7:15pm I turned the car off and just let it cool down. At 7:50pm I turned the car back on and ran it again and it seemed to stabilize. I finally drove it home without the gage rising! Also they dirted my carpet with their dirty boots! I will never go to that Mr. Lube location again!

I wasted almost 6 hours of my day for a job which was so easy to do plus 2 hours writing this complaint! I want a full refund for the time wasted, the inconvenience and the stress this has caused me!

I went to Mrlube on march 3rd 2019 for an oil change and new wipers. I told them to only do this service and not to check anything else. 3 employees kept coming around my car, one distracted me while another one tampered with my battery. Then told me to start my car of course it would not start. They told me I needed a new battery and my battery was no good. I told them I am not buying a battery because I know they are scamming me. I told them to jumpstart my car so I can get out of there, they proceeded to get a dead battery cel to jump start my car and of course my car still will not start. I knew it was a fake battery. I got angry and made one of the employees get there car from the parking lot and jump start my car. They distracted me again but I still saw an employee put the wire back to my battery. Of couse my car started and my battery was fine. They had disconected my battery and tried to sell me a new one. All three employess were in on the scam. These people are crooks and scammers and lie right to your face. Do not go to Mrlube.

Forgot to put the skid plate on, let me drive away without it . They phoned me to come get it so I came back. They tie wrapped it on because they lost the bolts, then said it was like that. They also lost my valve stem caps when they checked the tire pressure. The manager also told me they were like that and hung up on me. I wouldn't recommend a place that can't put a vehicle back together before you drive away.

So I called they said that they could do my truck in the aroura building and then they called me back telling me to go to their other store so I do and they said that they can't do it either. So I went to the other one that I talked with and the guy Ricky started getting all mad at me and being very unprofessional. I asked why they lied and wasted my time and the just keeped in freaking out. Bad service never going to any mr lube again. All because of the aroura building thanks guys :)