These guys are horrible. Led by their "fearless leader" Jason G. the "CEO of Prairie Lube". ZERO…read morerespect for customers, and ZERO accountability when they screw up.
My wife brought her car in for an oil change and while there the "technician" broke the oil dipstick off and it was stuck in the tube. My wife was not allowed out of her vehicle to inspect the damage, nor was she given any explanation on next steps or even a manger name to contact. She was told "if you come back during the week during daytime hours the manager will be here and he might be able to help". So it turns out there is a "design flaw" with my wife's car and this problem (dipstick breaking off) is fairly common. HOWEVER - the fact of the matter is, the dipstick broke off at the hands of a Mr. Lube technician.
Any other business would have immediately said "Oh, we're sorry, let us give you your oil change "on the house" and that would have been that. But they didn't offer her any discount, nor did they offer any reparation or offer of help for the inconvenience.
So my wife takes her car to the dealership and has to pay $200 for a new dipstick ad the labour to remove the broken one (since the car had to be put up on a hoist and the dipstick tube had to be removed to get the old broken one out).
While they were working - they found that Mr. Lube had not filled her oil back up. She was over 2 litres of oil low. So they also had to top up the oil that my wife paid FULL PRICE for already.
She contacted the store manager and he was extremely rude to her, unhelpful and basically told her that the issue was a "known issue" with the car, and she was on her own.
At the end of the day - it was our choice to bring the vehicle to another shop for repair - HOWEVER, an offer SHOULD have been made to refund the oil change (as it wasn't completed) and an extra step would have been to offer replacement cost for the dipstick itself. (only an $18 part) THAT would have been good customer service.
But as it stands, my wife has been playing back and forth with the store manger there for over a month - he keeps giving her the run around and finally stopped calling her back all together.
So she filled out the "Mr. Lube" survey which simply goes to the same management group "Prairie Lube" and now she's been in touch with another douche nozzle known as the "business development manager" that is talking down to her and making excuses for why they broke the car saying "it's a known issue" and that there will be no refund, and no reparations at all. Apparently that is the final word.
So Mr. Lube, and your franchisee "Prairie Lube" - I hope you're reading this. Because of a lack of empathy and any sort of ownership of the problem, as well as a lack of a simple solution (refund of oil change is all my wife asked for) you've lost not only one customer but two. We will no longer be bringing any of our vehicles to Mr. Lube for service of any sort.
We will be telling all of our friends and family, and I will no longer be bringing my service vehicle to Mr. Lube either, I will also make sure that our fleet manager knows what lousy service you provide
I should mention that the 'biz development manager" from Prairie Lube, did offer a "free oil change" coupon as part of his last EXTREMELY rude email...but really - after all of this do they really think we will EVER be back?
Not impressed, at all.
I hope losing business was worth not refunding the $70 for an incomplete oil change.
