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Mr Lube

4 1200 Summit Dr, Kamloops, British Columbia, Canada, V2C 6L2

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attended the Mr. Lube location at 1200 Summit Drive - Unit 4 on Friday August 14, 2020 for an oil change at approximately 1345. This was not my first time at this establishment, I have visited this location before and always had friendly, quick service.

The staff up top made friendly conversation with me, discussing trucks and electric vehicles. The oil plug was removed, and the oil drained without any issue as had there been an issue it would have been brought to my attention. After the oil plug was put back in and tightened, the staff up top filled my car with oil. The experience was going well as I had expected it to.

Nearing the end of the oil change, the staff asked me to start the vehicle and bring the RPM’s up to 2000, which I did. I was then asked to shut it off. Again, nothing was said to me about any leaks or concerns, the staff checked my lights and brakes. The staff were standing in the front of the car and I felt a slight jerk of the car and observed the staff member in the front of the car talk to the pit staff and get a concerned look on his face. He then came around to my window and explained that the staff member in the pit had tightened the plug to ensure it was in prior to me starting the car, and then after I shut it off gave it another turn and when he did this, his wrench turned right around. He told me that it was stripped, and they were looking into this, that it would be a few more minutes.

After about 10 minutes, another staff member came by and explained that they had to install a butterfly plug, explained what it was, and that I would need to take my vehicle to a mechanic to have this looked at and the oil pan replaced. I asked how this happened, and he stated that it could be because it’s an old car, or the place I had an oil change last time could have mis threaded the plug.

This is not correct. The vehicle only has 160,000 km on it, the oil has been changed regularly, every 5,000 km, and many of these oil changes completed at this location. It is quite clear from what the service staff reported during the oil change that the oil plug was accidentally cross threaded or accidentally overtightened. There was no problem when the car came into the shop, and no evidence that there was a problem with the oil plug prior to the staff reinstalling it. The staff accidentally cross threading or over-tightening the oil plug has caused me to incur an approximate $700.00 repair.

I paid Mr. Lube for the oil change during which they have damaged my vehicle. By their own admission it was Mr. Lube staff on the wrench that either cross threaded or over tightened the oil plug.

Customer Response • Sep 01, 2020

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

RE: Complaint ID
Good afternoon,I had a conversation with the owner of the local Mr. Lube and the complaint was satisfactorily resolved. I appreciate the efforts you made in addressing this issue,Thank you,***


Yvette Jensen

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Address: 4 1200 Summit Dr, Kamloops, British Columbia, Canada, V2C 6L2


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