SUBMIT A COMPLAINT

Mr. Lubevehicle damaged

1
C

In September of 2009 I had taken my 2009 Grand Caravan to the aforementioned Mr.Lube for a quick oil change. I don't usually go to Mr. Lube and had been warned about them by mechanics who are relatives as well as other mechanics. I figured "It's just an oil change... how can anyone screw that up?" Shortly after leaving my engine light came on. I pulled over and checked the oil - thinking that perhaps they had forgotten to put oil back in or maybe the drain plug... oil level was fine and there were no leaks. When I got back into the car the engine light had gone out. Over the next few weeks the engine light would intermittently come on and go off. The engine sounded fine so I figured I'd wait until my next scheduled servicing to have it checked. Never got the chance. Leaving work one night a week before Christmas the car wouldn't start. Good battery, lots of power from the battery but no starter. Towing bill to get to a dealership that night was over $250. As soon as it was dropped off the hook the van started. I live rurally so getting home from the dealership was going to cost me again, I opted to drive it home with plans to take it into the dealership in the morning. Again, the following morning the van would not start. Another $75 to get it towed into the dealer. Cost me a day off work while waiting for the dealer to figure out what was wrong with it - which they did. In the words of the mechanic "Who does your oil changes?...'Cause they've damaged a pigtail connector that's right up by your oil filter. One of the wires is ripped out and the connector is broken." Cost to diagnose $154 and cost to repair $151.

So, an oil change at Mr. Lube cost me $680 including the cost of the oil change and not including a days pay lost.

I contacted the Mr Lube franchise, not seeking compensation but just to let them know that they were either knowingly or otherwise damaging vehicles and as everyone else here has experienced, I got very little sympathy. I was expecting to say thanks for letting them know and that the guys down in the pits would be advised to watch out for wiring and such when removing oil filters... but no such luck. Instead they sang the praises of their employees, offered to have me come back so that they could take a look at my van (They are NOT licensed mechanics so why he'd even consider offering this God only knows), the area manager told me about his own Caravan which is 3 years older than mine and a totally different design, stating that he's never had a problem. What a joke.

I'm chalking this one up to not heeding warnings I was given and do my best to save any one else from the same or similar fate.

I'd like to say that you get what you pay for - but a dealership oil change is actually less than a Mr. Lube oil change, there are no hard sells while you're sitting trapped in your car, the guys working on your car are licensed technicians instead of kids who never finished high school and the dealer warranties their work. Mr. Lube? You're on your own.

If I save just one person from going through my experience with Mr. Lube it will have been worth the $680+.

Responses

  • Lu
    lubelover10 Sep 16, 2011

    It didn't happen that way at all. In fact, the 2 Caravans being compared was not to find a way to deny the claim. In fact, were you not asked to come in? So we could see the vehicle and to observe the proximity of the wire to the filter? But, you didn't. So please don't say we never took care of you because you never gave us the chance. We are always happy to reimburse someone should we cause damage to one's vehicle. You would have been offered the same courtesy had you taken the time to come in. You only heard what you wanted to hear, although your exageration makes for a good story.

    -2 Votes
  • Mk
    Mkevin Sep 01, 2012

    I work is the service industry and find that people in general are far too busy to take the time to write positive reviews when they receive good service but have all the time in the world to write negative reviews when they are unhappy. I was an unhappy Mr. Lube customer. I went for an oil change at the Kanata Mr. Lube and at the same time got them to change the oil in my transfer case. When reinstalling the transfer case drain plug, they tightened it too much and caused a small crack near the plug. The manager at Mr. Lube advised me as to what happened and said they would silicone the crack to get me on my way but this would be a temporary fix as they had to talk to the owner but would ensure the problem was corrected to my satisfaction.

    When I got home, there was a message from the Manager at Mr. Lube wanting to confirm that I got home and advising me that they would source a transfer case and send me to Mr. transmission to correct the problem when the part arrived. It was a Saturday when the incident occurred and on Sunday they called again to make sure everything was ok with the truck. I advised the manager that there was evidence under the truck that it was leaking a little as there was a small spot of oil under the truck about the size of a tennis ball. They manager told me they would prefer that I not drive my truck and that I should rent a car which they would pay for. They sent a flat bed tow truck to my house and towed my vehicle to Mr. transmission. Mr. transmission replaced the transfer case and my truck is fixed.

    Was I upset with what happened? Absolutely! Would I go back to Mr. Lube for another oil change? Absolutely! We would all like any type of service we receive to go perfectly but the reality is no one is perfect and we all make mistakes. It's what we do to correct our mistakes that matters. Mr. Lube sent me to a professional company to replace the transfer case at their cost. I didn't ask for a rental car, it was offered at their expense. They incurred about $1, 200 in expenses to rectify their mistake.

    I think the complainant that started this thread would have been impressed with Mr. Lube if he had given them the opportunity to correct his alleged complaint.

    Kevin
    A happy Mr. Lube customer!

    0 Votes
  • Ot
    ottawan Mar 18, 2014

    I too, was an unhappy customer of Mr. Lube. I went in and opted to have Fuel System Cleaning done. About half a week after, my engine started vibrating hard, like it never used to and I brought it to my dealer. They couldn't seem to find the problem, so I took it to another mechanic. I was told by the mechanic that when the fuel system was done, it might have been done too quickly that the gunk that was washed away didn't get dissolved and that there may be some gunk stuck onto the injectors. I wanted to let Mr. Lube know what have happened so I emailed the area manager. He responded right away and agreed with what I suggested the problem was. He offered me to come in for them to re-do the fuel system cleaning at no charge. To think, that they would do this means that I will be taking their time and that I will be spending their resources. This is by far, the best customer service I have ever seen. I hope all Mr. Lube franchisees get up on this example. Even if the staff are not mechanics, at least they do what they need to and they treat the customers with respect and do whatever it takes to keep their customers happy.

    0 Votes
  • Mr
    mr chole Feb 10, 2015

    mr.lube is ###ed up, never ever go there and waist youre time and money, just come to oil changers and get youre service done right. oil changes and emission testing.

    -1 Votes

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