Complaints

This profile includes complaints for Kal Tire's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kal Tire

  1540 Kalamalka Lake Road Vernon, BC V1T 6V2

• 

  Kal Tire

  2501 48 Ave Vernon, BC V1T 3P9

• 

  Kal Tire

  800 107 Ave Dawson Creek, BC V1G 2R1

• 

  Kal Tire

  975 Coutts Way Abbotsford, BC V2S 7M2

• 

  Kal Tire

  31716 South Fraser Way Abbotsford, BC V2T 1T9

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/05/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my 2008 Honda Pilot for a seasonal change over on Monday, May 5th to the Kal Tire ************** location and one of the technicians broke one of the wheel hub bolts on the front drivers side. After pre-paying for the bolt replacement and leaving my vehicle overnight, I contacted the location the next morning and was told the wheel bearing needed to be replaced, after the store manager agreed to cover the cost of replacement, I agreed to leave my car at the location until 5 PM today, May 7th. After starting my vehicle, I noticed the **** VTM-4, and VSA lights on my dashboard on. Since the store was closing, I decided to take my vehicle home and contact the location again tomorrow morning since I only live 5 KMs from the store but on the way home from the Kal Tire location, I noticed the vehicle was out of alignment as it was pulling to the front passenger side more than usual, which is should not be the case because the vehicle was in alignment when I brought it to Kal Tire and had an alignment done with a different shop 5 months ago. More notably, I noticed a loud squeeling and grinding noise when I made a slow right turn or drive through a right corner at low speeds. These issues werent present before I took my vehicle to Kal Tire on May 5th and it was certainly not pre-existing as I had both front control arms and lower tie rods replaced 6 months ago. Im directly contacting Kal Tire as I dont want to contact the ************************************* manager as I may be asked to leave my vehicle again for a longer period without a guarantee of it being repaired. One thing of note, the location didnt even provide me a copy of the work done on my vehicle and I am certainly not driving back to the location as my vehicle may be unsafe to drive. Its either Kal Tire can arrange to have my vehicle towed to the location for another set of repairs and an alignment or one of their staff pick up my vehicle from my home and driving back after repairs are completed.

  Business Response

  Date: 08/05/2025

  Our regional management team has been in touch with ******** after receiving communication via email. They have already agreed to have the vehicle picked up tomorrow morning to have the repairs completed. 
  ******** has accepted this and stated he was satisfied with the resolution presented. 

  Customer Answer

  Date: 10/05/2025

   
  Better Business Bureau:
  
  Kal Tires reponse to the issue was expedient and their management worked with me to correct the issue and was completely impressed with their expedient response. I will be picking up the vehicle from the ************************************* today and see if the issue was completely resolved. I will be providing anotger update mechanical issue has been resolved or further action may be required. I would like to personally thank all Kal Tire staff and management who provided exceptional service during this matter.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:17/01/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased expensive tires from Kaltire, and was told they were told there were top of the line tires. Over the next year, I had over 5 flat tires, had to replace two of the tires - at my expense, had 2 cracked rims - at my expense, and was unable to drive my vehicle for the past 5 months, in order to save up for new tires again and repair all of the damage that these tires caused to my truck. I have attached all the documentation that supports these occurrences and KalTire can also see in their software system all of the Sensors I had to purchase, appointments I had to attend, time lost at work due to flat tires, etc. I also did not find the service manager at Kaltire one bit empathetic or understanding when it came to the ***************** I had with these tires - and, in the end, he was very rude to me in dealing with the last tire blowout and rim crack caused by these tires. I have always referred people to Kaltire before this set up tires - but I never will again, unless they right this, and refund me for all of my expenses.

  Business Response

  Date: 20/01/2025

  Thank you for taking the time to share your experience, *****. We understand how frustrating this situation has been for you, and we truly value your feedback. Upon reviewing your account, we see that the tires in question were purchased in 2021.
  
  We take your concerns seriously and will be escalating your feedback to the local Zone Manager. They will review the details thoroughly and reach out to you directly to discuss your experience and work towards a fair resolution.
  
  Thank you for bringing this to our attention, and we appreciate your patience as we work to address your concerns.

• Initial Complaint

  Date:20/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Yesterday (2024-12-19) I brought my car into KalTire store #*** to balance the wheels. They found two wheel studs were stripped. I was told the studs need to be replaced. When I asked why they don't simply re-thread them I was told first that wheel studs can't be re-threaded only lug nuts can. When I objected I was told they can't do that type of service. Re-threading studs is one of the simplest jobs for even an entry level mechanic but their stores can't do this?What am I to conclude but that I was going to be overcharged for work I did not need?

  Business Response

  Date: 20/12/2024

  Thank you for your feedback, *******. We regret that the services provided did not meet your expectations. Please be assured that your concerns will be documented and escalated to our management team, who will contact you directly.
  
  Thank you for bringing this to our attention.

  Customer Answer

  Date: 28/12/2024

   
  Complaint: 22714223
  
  I am rejecting this response because:

  they have not admitted to any wrongdoing, have done nothing to prevent overcharging customers and do not seem to take this seriously.
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 06/01/2025

  Our store management team has extended an offer to repair the studs at no cost, which the customer has chosen to decline. The team remains available to discuss the matter further in person at the store, should the customer wish to do so.
  

• Initial Complaint

  Date:20/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  08/21/2024 Details of the issue Called into Kal Tire to have a flat tire assessed and fixed. I left my vehicle with them. They phoned shortly after to advice that all 4 tires had tread wear and all 4 needed to be replaced. I agreed but shortly (after consulting my spouse) told Kal tire just to replace the 1 tire - they told me they could not do this - if I wanted the 1 tire replaced I had to have all 4 replaced or they would not assist me. I needed my car so agreed to have all 4 tires replaced (they gave me 1 spare tire from the original tires) 2 mos later (today Nov 5) I have another flat tire. Kal Tire advised that their workers are on strike at the ********** location. I took my car to OK tire. They looked at my spare and said it was fine. They are replacing my flat tire with the spare (that Kal tire told me was too tread woren to use)Desired outcome I want to be financially compensated for this misrepresentation. I want Kal Tire to address this issue with their staff.

  Business Response

  Date: 20/11/2024

  Thank you for bringing this to our attention. We apologize if there was any misunderstanding regarding the condition of your previous tires.
  We will escalate this matter to our regional management team for review and request that they contact you directly to address the situation.
  We appreciate your understanding and patience.

  Customer Answer

  Date: 21/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/11/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went to Kal Tire Tsawwassen to change into winter tires. Then we were informed that the summer tires were installed reversely (different width for front and back tires) and the tires worn out completely. They said we should seek damage to the installer but only found out that we changed the tires at this location back in March. They were shocked because I booked the appointment in March but this time my husband booked the appointment so they didnt have the record under my husbands phone number. Then they started to say its normal wear and tear so they would not be responsible. I insisted if the tires were installed reversely, then its not normal wear and tear. The representative changed his words and said he was not sure if the tires were installed reversely. I asked him to confirm with the technician. He came back and confirmed the tires were installed reversely and offered discount if I get new set of tires from the store. He gave me a printed quote and said dont worry, come back when I need to change my tires back to summer tires (the quote says valid for 5 business days). A few hours later, he called asking me why the plastic bags on my winter tires were in ******** bags not Kal tire bags. I have no idea because after the last tire change in March, I put the tires straight back to my garage and never touched them. Then he said I need to provide a record of the oil change done on my car because when people do oil change, they could rotate the tires too. So if my car got serviced somewhere else after the tire change in March then they are not responsible. He came off in a very strong tone, asking me which shop I usually go to do oil change, he will contact the shop directly if I dont provide the information. Keep saying he knows what happened, sounding like Im hiding something, shaming me. He said he will not honour the discount provided until I can provide a service record of my car and I can complain to whoever and wherever I want, he doesnt care.

  Business Response

  Date: 05/11/2024

  Weve noted that this concern was also shared through ****** and email, and weve escalated it to both the store management team and the regional zone manager. They will be reviewing the matter closely and reaching out directly to *** to address it.
  
  Thank you again for bringing this to our attention.
  

  Customer Answer

  Date: 07/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** *****

• Initial Complaint

  Date:21/10/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 28, 2024, I had a blown tire in **********. I called OK Canyon Tire and spoke to **** and Fawe. The agreement was that I pay $200 for labour to change my two front tires to matching tires to get me by and back onto the highway. OK Canyon Tire then told me that I would have to pay another $200 via e-transfer for a deposit to use the tires until I could bring them back. So a total of $400. The agreement was that if I return the tires in good condition they would return my $200 e-transfer. There was no agreement when to return the tires, but I said I would return them asap. Upon returning the tires, **** said, "There's no guarantees on getting your $200 deposit back." He refused to give my $200 deposit back after driving all the way to ********** from *******. He said ask his wife if i can get my $200 deposit back, call on Friday, October 18th, 2024. I called on Friday. Fawe refused to return my $200 deposit back even though the tires were in good condition. Both *********** started to make up several different excuses on why they weren't returning the $200. They both have very bad communication skills, both have very short fuses and extremely quick to get very angry for no reason. I was very nice and always kept both of them up-to-date about when I was trying to return the tires. **** got mad at me each time I called to try to explain my situation that it's hard to drive all the way back to ********** to return the tires, but that I would definitely be returning them. **** would get very angry and tell me " I don't need to hear your plans. Just return the tires," which I was trying to make plans and couldn't even have a normal conversation with ****. Because I returned the tires on October 16, 2024 they will only give me $100 back. I said that wasn't the original agreement. The original agreement was if I return the tires in good condition, they'd return my $200. Now they won't even give me $100 as they said, as their excuses keep changing.

  Business Response

  Date: 28/10/2024

  We were called to repair the blown up tire for the complaint person, we told them currently we are on a service call in ********, wont be able to make it back before 6pm, she said nobody can help her, even her own mother, we told her, in order for us to service her, we need $200 retainer for the service call, plus the tire and labour on top, this $200 is just the call out fee, by the time we arrived to the shop was 6:30pm, we inspected the tire, it was shredded to pieces , so we told her, she needed a new tire, she said I got no money,  because she was on the way to attend her relative funeral, out of the human helping human, also concerned her safety on the road, we offered her to install 2 tires and rims for her to use temporarily, without charging her anything, but she has to leave her rims as collateral, in the many times trying to fit her with different rims and tires, there was nothing will fit her vehicle, finally we have to use her own rims and our tires to be able to get her back on the road, we have no choice, because she wanted her junk tire and one still good tire back into her trunk, it leave nothing for us, and taking our 2 tires with her, after working for 4.5 hours on the job, were not even getting paid for the work that weve done, so we make the agreement we needed another $200 deposit for our tires, if she can return our tires in good shape, by Monday on the way back to *******, over 1.5 weeks later she called, if we can accept the tires from Hope instead of Boston Bar, we said ok, then she said she wanted us to return some money to her on top of the $200, because her friend told her we charged too much, then we told her, she has return the tires to **********, we wont accept the tires in ****, never heard from her any more, another 2 weeks later, she showed up with a male friend, after dropping the tires off, the male friend said because of our 2 tires, her vehicle was in the dealership getting the transmission fix, it could cost over $6000, we told the guy not even my 3 years old would believed that, I turned around and asked her is that true she responded NO, Im getting very angry with all this harassment, one is too many already , this is the second time, both of these peoples just wanted to scam us more and more, because she think all these service should be free of charge, I told her weve to check the tires before we can return the $200 to her, because we suspected her mind wished wed not charge to give her all the services.

  after we checked out the tires, both of the tires have a little pin hole on them, so it really blown up our mind , after all the assistance to put her back on road, we just keep getting all kinds harassment and threatening, we dont think she deserved for the return of the deposit.

• Initial Complaint

  Date:21/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -Replaced front Brakes and rotors on my GMC Canyon pickup by Kal Tire on Nov ******* with **** parts as per their recommendation (Invoice# *********)-Brakes deteriorated during the following months (Vehicle shimmy and "stuttering" when brakes applied). Took it back to Kal Tire February *******. Technician said they have "bad parts"/substandard parts on occasion. Front brakes and rotors were replaced under a warranty (N/C) on invoice # *********.-Braking again deteriorated during the next months to the point of stuttering and shimmying again. Took it to a ** dealer (Oct *****) and they replaced them. GM technician said there might have been improper cleaning when pads and rotors were installed and or substandard parts by Kal Tire. I paid $775.00 CAD to ** to replace them. Visited Kal Tre on Oct ******* to ask for a credit and or help on the bill due to the reoccurring issues. Was told they would not do anything and said it was probably "driver error". This truck is driven almost 100% highway/city roads. No hard braking and or erratic stop/starts. Brakes in the past have never been an issue. Kal Tire service technician said the store manager would call me October 16. As of today (October 18th) no one from Kal Tire has contacted me.

  Customer Answer

  Date: 22/10/2024

  Attached is a pdf with three invoices in it. The first one is the original install by Kal Tire. The second page is the invoice for the warranty work performed by Kal Tire to replace the failed/faulty brakes. I went to  a ** dealer for the third time as I could not keep having substandard parts on my vehicle. The third page (invoice) is the ** dealer invoice that I am now out of pocket for. Kal Tire would jot help me with the extra charges I incurred or help out at all.

   

  Thanks *****

  Business Response

  Date: 22/10/2024

  This complaint has been received and has been escalated to the regional management team for review. They will reach out to ***** directly regarding a fair resolution. 
  Thank you. 

  Customer Answer

  Date: 22/10/2024

   
  Complaint: 22449550
  
  I am rejecting this response as a place holder until I actually hear from Kal Tire and have a chance to see what response they have.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 23/10/2024

  Our regional zone manager has been in contact with ****** and has agreed to provide a refund. 

  Customer Answer

  Date: 24/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my new car for a tire rotation at Kal Tire on May 2, 2024. When I dropped my car off at 2:45 pm, I took pictures of the car to document the condition. When I picked up my car at 4:15 pm, I immediately noticed the car was damaged. I showed the Kal Tire staff. I reviewed my pictures from before the service and there was no damage visible in them. Afterwards, I took multiple pictures from the same camera angle and the damage was visible in every photo. Therefore, I believe my car was probably damaged during the 1.5 hours it was at Kal Tire. The manager at Kal Tire reviewed footage from their camera system and spoke with the employees who performed the service. He told me Kal Tire did not damage my car. He shared video with me, which showed the car being driven from the parking stall, into the service bay, and up on the lift, as well as leaving the lift and service bay - in total, less than 5 minutes of footage. However, he refused to share video with me filmed during the service, or after leaving the service bay. Since there is almost 1.5 hours of time where the damage could have occurred and the video recording was not shared with me, I do not accept this incomplete video evidence as stronger proof than my photographic evidence. I appreciate that the manager considered my complaint and shared some video with me. I am disappointed that he did not acknowledge the likelihood the damage occurred on their premises, share the full video with me, nor provide any compensation. I am also disappointed with the tone in which he responded to my complaint, which I found to be antagonistic.The front desk staff were polite and the tire rotation performed seemed satisfactory, aside from the issue of damage.

  Business Response

  Date: 09/09/2024

  Good Afternoon ****, 
  
  Thank you for sharing this information with us. We take matters like this very seriously and understand that youve already worked with the store management team. To ensure a thorough review, we will escalate your case to the regional management team. I will ensure that the files youve provided are carefully reviewed, and you can expect direct contact from the regional team soon.
  
  Thank you once again for your patience and understanding.
  
  Kind regards,

  ************ 

  Customer Answer

  Date: 18/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the progress is so far satisfactory. 

  Kal Tire has reached out to me and opened a claim with ICBC. They have offered to reimburse the insurance deductible if applicable, which is appreciated. Ideally, they would also compensate for the loss in vehicle value and increase in future optional car insurance premiums, although this may be difficult to quantify.

  
  Sincerely,
  ***********************

• Initial Complaint

  Date:15/07/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 4, car to Kal Tire (KT) for inspection of brakes. Told needed front/rear pads/rotors, work done June 7. 2.5 weeks later, loud creep groan noise/vibration from passenger side, when stopped, letting off the brakes. Call KT July 3, request brakes check. July 6, mechanic drove, returned loose bolt/small stone, said car fixed. I Left, noise returned. Call KT/returned, said check brakes. Drove car, mechanic returned left front worn-out wheel bearing (WB). Offered discount, booked for July 9. Felt puzzled by this diagnoses, hoped to trust KT. July 8, dropped car day early to ********* they had time to properly diagnose. **** handed directly to Manager, said do not touch WB, taking to ***** for 2nd opinion, expressed hesitation over diagnosis, said check brakes over, do not touch/replace WB. Manager said IMPOSSIBLE for brakes to groan. Said he was mechanic and would look/convince/show me it was WB before doing work. July 9, call from KT, car done we replaced your WB. I replied I gave strict instruction, not to touch/replace WB. Told someone would call me back. When I was called back was told we have already done $900 worth of work on your car, do you not want to pay your bill? I replied, I am not disputing a bill, I said do not touch my WB. Then asked well do you still want to take to *****? do you want us to put it back? frustrated I hung up. I called back, was told they were putting my WB back into my car, refunding brakes, no longer doing business with me. July 13, vehicle to ***** for inspection of brakes/WB. ***** findings: Other shop incorrectly installed rear calipers.. ** dismissed concern over brakes, incorrectly installed, put my family at risk. Theft/fraud on their part doing work not need to get $600 from me. Ripping people off who try to trust them. Seeking reimbursement of my ***** bill as KT forced me to take my car to ***** for diagnostics and repair of their work.

  Business Response

  Date: 15/07/2024

  Thank you for sharing this experience and the related documentation. This has been escalated to the regional zone management and they will reach out to you directly to discuss the situation in more detail. 

  Thank you! 

  Customer Answer

  Date: 16/07/2024

   
  Complaint: 21992316
  
  I am rejecting this response because my complaint was clear and to the point. Kal Tire was unwilling to check over my brakes (that they installed) after numerous requests from me to do so. In failing to check my brakes, they chose to lie and say my wheel bearings were worn out (which ***** has confirmed were in fact not worn out at all). Kal Tire chose to upsell unnecessary work in order to take extra money from me. When I expressed my concern to the Manager over their diagnosis originally, they said the sound I described was IMPOSSIBLE and chose to do the work anyway, even after it was told to them NOT TO DO WHEEL BEARING WORK on my car. They clearly failed to install my brakes correctly, leaving me concerned what damage they could have now done to my wheel bearings by taking them out and putting back in. ***** was able to fix their incorrectly installed brakes and therefore I am seeking a refund of the bill paid to ***** ($285.60).  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 16/07/2024

  Hello, 

  
  Our regional manager has reached out and agreed to provide the requested refund. 

  Thank you, 

  Customer Answer

  Date: 16/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:16/04/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 16th at 0930 I had an appointment for 4 brand new SA-07 Tires to be installed on my vehicle at the ************************************************** location the appointment was booked a week in advance to ensure that the tires which were coming from a different location were in stock. I chose to opt for a wheel alignment at the time which I requested as the current front tires had worn extremely badly on the inside (rear wheel drive car).Business was as usual and after 3 hours I returned back to my vehicle and was surprised to see that the vehicles tires had been changed but to what appeared to be used tires. The tires has hand written **** which appeared to have tread depth written on the tread and a large amount of mud and muck on them.I initially expressed my concern to the counter person ***** who was dismissive and had decided to make an opinion prior to seeing the vehicle stating "well it was driven from the back so it will be dirty" (concrete parking lot). To make matters worst they also claimed my alignment was not too far off spec and only 1 rear wheel had the slightest bit of camber.An unknown tire tech walked by as we all looked at the wheels and ***** requested information from him who immediately stated that the tires looked oddly dirty and was unaware why they hadn't been cleaned.Shortly after ***** requested another tech who quickly brushed the wheels and applied a heavy coat of tire shine.I received nothing but excuses but the tires didn't sit right with me. I took them over to another Kal Tire shop to get an opinion and they claimed that the tires most likely had 200km on them. I was flabbergasted considering at that time I had placed less then 20km on the tread.Another tire shop told me they speculate that these tires must have been removed from a previous customers car who was unhappy with the tire and used the 30 day policy to return them.I'm requesting compensation or a new set of tires to be placed onto my vehicle which is what I purchased.

  Business Response

  Date: 17/04/2024

  Thank you for bringing this matter to our attention and for sharing your experience with us. We sincerely apologize for any inconvenience or disappointment you may have encountered during your recent visit to our ************************************** location.
  
  We understand the importance of providing transparent and satisfactory service to our customers, and it's concerning to learn that your expectations were not met. Please know that we take your feedback seriously and are committed to resolving this matter promptly.
  
  Regarding the installation of tires, we want to clarify that we typically only install used tires if customers have explicitly agreed to have them installed. We apologize if there was any miscommunication or oversight in this regard. Rest assured, we will thoroughly investigate the circumstances surrounding your tire installation to ensure appropriate actions are taken.
  
  We are truly sorry for any inconvenience caused by the condition of the tires installed on your vehicle. Please allow us the opportunity to make this right. A member of our store management team will reach out to you directly with their findings and will work with you towards a resolution that meets your expectations.
  
  Once again, we apologize for the inconvenience and thank you for bringing this matter to our attention. We value your business and hope to have the opportunity to regain your trust in Kal Tire.