ComplaintsforCanadian Tire

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Canadian Tire (Windermere location) completed 3 repair works for me over the last year (2022) and for each one I had to go back after a few months to re-fix the repair completed as it's always malfunctioning. Each time I have to pay for labour for the re-fix out of my pocket as your policy indicates that the warranty on the labour is 100 days. if Canadian tire used malfunctioning parts, why I have to pay for the adjustment and fix the repair again? Why every time I have to pay the labour twice? The third time happended June 04, 2023, when the battery installed back in Nov 2022 (by the Windermere branch) failed while driving and the battery light turned on on the dashboard. I took the car to the store to check, first, the customer service were very dismissal and all what they say that I have to pay for the labour so that they can check. Secondly, they were not accommodating the appointment and said they have no time to look at it today and I had to bring it tomorrow. I replied that I will bring it tomorrow (June 05, 2023) after 5 and they said OK. Today (June 05, 2023), while driving the car with my two kids, the battery almost died and I was about to have an accident as everything in the car almost stopped including the steering wheel. Thank god, I was close by home and managed to drive it safely to my house. I phoned them again to check the car but they indicated that they have no mechanics after 5 and I have to get a towing truck to get to there tomorrow morning. If the team of Sunday knew about no mechanics after 5; why they did not tell me that?? As expert, why they didn't indicate to me that I should not drive the car? This is a significant matter to me that the team was dismissal and didn't indicate the safety issue. If Canadian Tire is only cares/concerns about money and labour costs but not about the customer's safety, this is very shocking and disappointing and not acceptable. I officially request Canadian Tire to investigate this further and withhold all the expenses that I will incur because of this negligence and misconduct that might have led to an accident for me and my kids.

  Business response

  16/06/2023

  Hello There.

  My name is **** *******, ******* ******* ** Canadian Tire #676, 6014 Currents Drive, Edmonton, Alberta T6W 2K8.

  This customer dealt with my ********* ******* ******* ********* *****. Here is his statement of what happened.

  On June 04, 2023 around 4:30-5:00pm Mr. ******** came to the counter and was very upset. I asked him what the issue was and he told me that we sold him a defective battery. He wants us to get his vehicle in the shop right away and replace the battery and told me that he will not pay anything for it because the battery was defective. I told him that we do not have enough time on that day to replace the battery as we were about to close and we still have a vehicle that needs to be done for the day.

  We are open 8am to 5pm on weekends. I explained to him that if the battery is defective then it is covered under warranty since the battery has a 4 year warranty. I also explained to him that we need to check the battery first to make sure it is defective to do the warranty claim. I explained the warranty for the labor side and I told him that the labor is covered for 100 days which is already over from the day of the installation. I checked the history and the record showed that we installed the battery last Nov 2 2022. It has been seven months since we installed it. He insisted that after we installed the battery last November the vehicle was having an issue starting and he did not bring it back for us to check it. I also explained to him that it could be a different issue causing him the problem. He did not like what I had explained to him and started screaming at me and cursing at me and started banging the desk with his hand. He told me that I was just making an excuse to send him away and wanted to make money from him all the time. A customer beside him tried to calm him down.

  I told him that if he brings it back the next day June 5 2023 we will accommodate him and check what was the issue on his vehicle is. He then  asked for a store manager. We made arrangements for 5 PM June 5, 2023 to bring in. He never came, so we sent the tech home. He called after we sent tech home, so we told him we did not have the tech there when he called.

  
  
  June 6 2023.
  Mr. ******** came back for us to check his vehicle. The technician checked the battery and results said that the battery was low and just needed to be charged. The technician also found out that the tensioner was faulty which caused the belt to snap. There is no belt on the vehicle that is why the battery is draining. I explained to him what happened to his vehicle and he agreed for us to replace the broken and faulty parts. It had nothing to do with the battery. Battery was not charging due to the belt and tensioner problem.
  
  ********* *****

  I have included pdf of the work orders and where the warranty is stated, and what work was done.

  Please feel free to contact me if you have any questions.

  Regards,

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

   

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