The complaint has been investigated and
resolved to the customer's satisfactionResolved Mr. Lube — engine failure - claim denial
resolved to the customer's satisfaction
On July 3rd 2009 I took my 2005 Honda Civic (42000 kms) for an oil change to MR.LUBE. As part of their inspection they removed the air filter. It appeared OK as per their report and the filter was re-installed. The service technician was a teenager, just a kid. Two weeks later my engine failed on July 17th 2009. The vehicle was taken to a Honda Dealership for repair and the evaluation determined that fragments from a broken screw had fallen through the throttle body and into the combustion chambers damaging pistons # 1 & 4. It was also found that all the air filter cover screws were all broken A piece of one screws was was found in the exhaust manifold. I submitted a claim to MR. LUBE which they have repeatedly denied. They have not provided any supporting evidence to explain the denial and base their evaluation on their own prejudiced opinion. They simply do not want to pay. The damages exceed $5000.00 as the engine was completely destroyed. I have also contacted the Director of Customer Experiences at MR.LUBE Head office and I was told that their franchise stores have autonomy to make their own decisions in such matters and in no way can MR.LUBE direct their franchisee stores to change their decisions for say in this matter.
I am outraged at their handling of this case. I must now seek litigation to resolve this issue. Further c0sts which I will have to bear. They are at fault and all the facts I have gathered indicate so. I have had no vehicle for two months while they dithered in their investigation which was very partisan. I will never use MR.LUBE again. It is the most costly mistake I have ever made. Fellow consumers, BE WARNED.
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