ComplaintsforCanadian Tire (Marlborough)

• Initial Complaint

  16/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought the tires on Nov 18 2020 at the ************* location. When we went back to report the issue with the tires the manager refused to help us on the basis "we do not recommendthese tires". This statement contradictsthe fact that they are still being carried in their inventory and that they were sold to us.We reached out to Corporate and they referred us to another store.(8 AVE NE)On July 15 2021 we brought the vehicle into the 8 AVE NE shop and the tires were rebalanced. It did not fix the problem. At the time the tires were at 95% of their life.We came back 4 times after that because they refused to honor the warranty of the tires. They never admitted the tires were faulty, always blamed either the car or my fiance not being used to driving on all terrain tires. * **** ***** ******* ** ** ****** **** *** **************, she has always owned the vehicle and she had all terrain tires prior to buying the KO2 brand on the same vehicle.On one of our visits they suggestedwe take the vehicle to a ****** dealership because, quote: "They have the right machines to mount the tires and we don't" unquote. That visit to the dealership did not fix the issue and cost us $47.25.They finally admitted in writing that the tires were defective on June 2nd 2022, nearly 1 year after we reported the defect the first time, and charged us $478.34 in fees for mounting the replacement.We never agreed to that. The agreement we had was that we were willing to pay the difference on the tires we picked as a replacement.The tires we chose were 72 dollars cheaper per tire. That translates to a $288 credit in our favor.Based on the faultiness of the product we believe it is only fair that we are reimbursed:- The $478.34 we were charged to replace the defective tires- The $288 that represents the difference in price from the old set of tires to the new ones- The $47.25 for rebalancing the tires at the dealership following their advice.

  Business response

  04/07/2022

  We have been in contact with store in an attempt to follow up with the customer and resolve. Store will be responding to the complaint directly. case file # *********

  Customer response

  11/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  After calling the phone number provided I spoke with a customer service representative to whom I provided Canadian Tire case # *********. After being kept on hold for ********************************************************** that the case manager is still working on the case and no resolution has been approved at this time. I instructed the customer service representative to call back to my personal phone number ************ because my wife is currently occupied with her job and she will not be able to answer the phone.

  I requested the communication to be in writing going forward and in the event I receive a call from them I will be taking notes and sending an email to the company to confirm the phone conversations that have occurred.

  I feel like their request to call them at ************** and not provide me with any information was a tactic on their end to gain time. This to me proves they're being malicious with their requests and I will not comply with requests to call their customer service number. They have my phone number ************ and my wife's number ************. If we cannot take the call they will have to leave a message and we will get back to them at our earliest convenience. We prefer the communications to be in writing on the BBB portal.

  Sincerely,

  
  *************************************

  Business response

  05/08/2022

  In response to customers' concern, regarding tire issues,  Customer had tires installed at another store. Different size and different rating than what was originally equipped from the factory.

  The Complaint was a vibration felt while driving. We assisted several times in re-balancing wheels, over a 1 year period,at no cost as a customer satisfaction. Our shop purchased special tools to balance tires. In the end, the customers and I discussed replacement of tires with original size, different from what was originally installed. An agreement was made and we proceeded to replace tires. Canadian Tires Tire warranty on tires is a pro rate/tread wear warranty. Basically if tire(s) are non serviceable due to a  roadhazrd, nail in the side of the tire,  manufacturing defect, tire would be replaced at a cost based on percentage of wear.

   There is an option to purchase a replacement warranty, and the warranty would eliminate the pro-rate cost. Customers are responsible for rebalancing, disposal fee, and replacement warranty. If the tire is no longer available, there is an option to upgrade to a different model of tire, equal to or additional in cost which customers would pay the difference. Our labor warranty is 100 days.

   

  Customer response

  05/08/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  When we returned to the store we purchased the tires from they refused to help us. We called Canadian Tires Corporate and they instructed us to go to the store that ended up replacing the tires.

  We've been telling the store that the tires were defective since the beginning. They refused to change the tires and wasted our time and money by rebalancing the tires over and over.

  The fact that they require tools to provide the services they advertise shouldn't come off as a customer service favor.  

  They gauged the price of the tire significantly on the defective report to charge us even more which proves malicious practices. That and not providing a quote prior to completing the job despite our request.

  Sincerely,

  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩