ComplaintsforKal Tire

• Initial Complaint

  15/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  16/07/2024

  Hello, 

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

  Thank you, 

  Customer response

  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

  16/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  19/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** **** ** ***** , I booked to have my almost new ( purchased from ******** in ********************** ) put on my car ! I booked two months prior because I live on a federal reserve on the ************* ! Travel is difficult . I am now travelling without winter tires as I was passing g through and had a very short window to have my tires put on ? no remorse no apologies! I have had to buy an additional set of tires

  Business response

  19/12/2023

  Thank you for bringing this matter to our attention. We acknowledge the situation and will promptly elevate this concern to the respective store management. Our team is committed to reaching out to you promptly to address the situation and work towards a satisfactory resolution. Your patience and cooperation are highly valued during this process.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got my car repaired at ******** location of Kal Tire in ********. I was told that it would cost around 850 as Kal tire needs to replace my rear shocks. God knows what happened but my front links were broken when I left my vehicle with Kal tire for repair of rear shocks, Kal tire agreed to repair link for free but my vehicle is not the same again. Kal tire has tried to repair multiple times but failed o deliver. The last info I was given was that somehow bushings are damaged and they are not available. Kal tires agrees with the issue created by them but dont have technical knowledge to repair.

  Business response

  04/12/2023

  Our store manager has contacted ****** regarding the issue and will need to see the vehicle again to diagnose the ongoing issue. This will be shared with the store management as well as the regional management. Thank you. 

  Customer response

  14/12/2023

  
  Complaint: ********
  
  I am rejecting this response because: I was contacted by the business to repair. They repaired last Friday (may be ********) but the problem has come up again. Its still making the same noise. I tried to contact **** (store manager) but he is in some meeting. 
  
  Sincerely,
  
  *************************

  Business response

  18/12/2023

  We have invited ****** back in for an inspection of the vehicle. We have also suggested having the vehicle inspected at the dealership. Thank you. 

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I asked Kal Tire to ship my winter tires from their Waterloo to ********, *******. My tires ended up in a location in ******* and now, no one can find them. I have called over 10+ times and every time, someone says they will check inventory to find my tires and call me back but never do. I went into the store to get answers and everyone kept saying they will look for it later but not now. I requested to ship the tires in September 2023 and now it's November 2023. Every single employee I talk to says they cannot help me because it's "not their problem" and they have "other customers waiting." I even asked them to give me new tires instead since they lost my original ones and they said they cannot do that. They lost my winter tires, refuse to give me new ones, and now they have kicked me out of the communication loop. I can't get a phone call in and different Kal Tire locations say they do not associate with each other. General Manager, ******* from the Waterloo location and ****, General Manager of the ******** both said they cannot help because it is not their problem.

  Business response

  07/11/2023

  This complaint has been escalated to our regional management team and we have been notified that if the tires were not found, they would be replaced. 

• Initial Complaint

  01/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Kal Tire was to install new tires on my wifes vehicles rims. They damaged all 4 wheels/rims. Only 1 was bad enough that it was chipped , ground through that it would not hold air.These wheels can not be replaced as they are no longer made and no suppliers; ** or ******; have them. All 4 wheels on her car presently have been damaged by a Kal tire employee (confirmed by another dealer).The manager of Kal Tire, ***********************; **** ***********************, *******, **; informed to myself that after admitting responsibility for damage, that he would replace the 1 chipped, gouged (non air holding) wheel if I could find one. After I had no luck sourcing a new wheel, *********************** said he would repair it to 'new' looking condition. ***** promised all interior bead area issue would be repaired; he promised all chrome (PVD) would be made to look new.*********************** also hid the fact that all wheels were damaged.I have photos of the workmanship of the wheel repair. Far from new. It was only TIG welded good enough to hold air, for now. No pvd Chrome repair. All wheels damaged by Kal tire inexperienced employee. Damage due to unfamiliar operation of tire removal machine; Kal Tire employee; confirmed by another dealer.All the damage was hidden from myself and my wife. When my wife picked up her car they lied more to her telling her a brand-new ring was welded around her wheel after cutting off the outside (I'm sorry, the truth).Besides the ******** from **************** and his employees I will not deal with or recommend Kal Tire ever.We have pictures of her wheels as damaged by Kal Tire employee prior and post repair. It is pathetic what they (Kal Tire employee *********************** and manager, ***********************) tried to pass off on my wife as 'perfect' wheels post; far inferior, not 'new like'; repair of only one. I could never have the personal conscience to be so apathetic towards customers who are people and supporting the business.There was 'NO' damage to wheels prior Kal Tire. Receipt $1690.50

  Customer response

  02/06/2023

  Replacement for all 4 wheels.

  Customer response

  02/06/2023

  Refund - complete refund of all services with regard to installing new tires (purchased from Kal-Tire) on my wife's ********.

  Repair - to all chrome surfaces of all wheels damaged by Kal-Tire employee, they must be brought back to new condition as promised by *********************** Mngr., *********************** sales/service advisor.

  This damage was confirmed by another wheel/tire company manager immediately after they were installed at Kal-Tire. He verified the damage is new; not oxidized yet; caused by a machine, damage at a wrong ; impossible angle to be curb rubbed/rash as Kal-Tire employees tried to claim to myself and my wife. The wheel(s) were never finished to like new condition as promised, only the employees tried to hide it. Kal-Tire even admitted 'complete fault' in the wheel damage already.

  Finish the job - services were not finished as the wheel was not repaired to "New Like" condition as (promised by Manager *********************** and employee ***********************), they were prior to going to Kal-Tire.

  Apology - an apology from Kal-Tire corporate Management to myself, my wife (who was condescendingly lied to, myself included).

  Business response

  05/06/2023

  Our regional zone manager has reached out to ******* to work towards a resolution. If any further actions are needed please let us know. Thank you! 

  Customer response

  09/06/2023

  
  Complaint: ********

  I am rejecting this response because: FAILURE OF DUTY 

  I was contacted by the Kal Tire zone manager. I reluctantly agreed to a deal ( I felt uneasy about this managers trustworthiness based on my experience with Kal Tire so far). This deal; verbal (which is still a legal contract) over the phone; was to cover:

  The invoice vaule of her original wheels +/- a few hundred dollars to cover for inflation and styles available. This was to get her in a comparable wheel she would be happy with. Installation costs were also to be covered.

  Let's point out here that `it was Kal Tire who DAMAGED her wheels. My wife should not have to settle for a lesser, painted wheel because of Kal  Tire's incompetency's. 

  My wife and I searched hard to find a 10 spoke, chrome wheel that looks similar to her original chrome wheels before Kal Tire ruined them. There is next to ZERO, 10 spoke chrome wheels made to fit her ******** anymore.

  It has been found out post my conversation with the Zone Manager that Kal Tire never installed the required wheel spacers that were supplied to them. AFTERMARKET WHEELS, LIKE MY WIFE HAS, REQUIRE THIS. The Zone Manager was made aware of this.

  A tire expert from another wheel specialty shop said their employees are trained and 'know better' than to send a person on the road without them. This tire expert also found that one of my wife's wheels is bent and must be scraped now. There is more than the liability issue involved here. My wife's car shakes when driving and she has been told by a wheel expert to keep it off the highways. She has been grounded until the new wheels arrive.

  Mr Zone Manager is tone deaf to the fact that if my wife was in an accident the liability falls on Kal Tire. A moral compass should have guided the Zone Manager to honour his agreement he made verbally. Mr **** Manager and Kal Tire have a Duty to make CERTAIN my wife's vehicle was safe to drive. SAFETY is Paramount.

  KAL TIRE HAS A DUTY TO KEEP MY WIFE SAFE

  KAL TIRE HAS A DUTY TO HONOuR OUR AGREEMENT

  My agreement with the Zone Manager has NOT been honoured.

  As they say, where I come from 'a man is only as good as his word'.

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

  Business response

  12/06/2023

  We will continue to offer the agreed upon settlement of $1600.00 plus the $140.00 installation that ********************** agreed upon. 
  
  No further payments or compensation will be offered. 
  
  Thank you. 

• Initial Complaint

  17/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Wheel hub+bearing replacement on 2015 ***** civic si When I payed for and giving my keys back to my car I was told the wheel traction sensor was damaged while work was being done I was told that the threads to one of the front breaks mounting bolts were stripped and needed to be replace bc the break unit could no longer be attached to the car with only 1 of the 2 mounting bolts still having threads while the other bolt not having threads. But They said ther was 2 threads out of maybe like 30 of the threads remaining and that they loaded up the bolt with a whole bunch of thread lock to keep it from falling out I explains to them I was travelling to *********, ** and the mountains is not a place to have a bolt come undone and have one of my breaks fall off I was reassured that couldnt or wouldnt ever be a scenario that could happen and it will be good for me to go ** and then come back for them to replace the wheel speed sensor that had also damaged. I was told the break mounted bolt was striped from who ever put the bolt in before they took the bolt out and the reason it was striped was ** the mounting bracket had been installed backwards so is why the bolt was stripped So I left for ********* the breaks broke off the 2 threads and the lock tight it was secured with Entire break unit broke off and it also broke off the tire weights used for balanceing a tire and dug a deep gash almost in a perfect circle in***e the rim and it took off a portion of the break unit it self I replace the the part of the portion of the breaks that had been grinded off and the reason how theres a grinded gash around the entire rim and the ballence weighs were no longer attached to my cars rim I couldnt get the correct colour that belongs to the breaks as the replacement part but I had no option ** the car was in operational When I had my car back at kal tire for an entire full car inspection and wheel speed censor replacement I got told kaltire held no responsibility and I ***

  Customer response

  23/05/2023

  The rim needs to be replaced and balanced correctly 

  The car can not drive at hiway speeds with out wobbeling

  Business response

  23/05/2023

  Thank you for sharing this, ********* I'm sorry to hear you had such a negative experience. 
  
  Please know that this has been shared with the store and regional management team and we'll ask them to contact you directly. 

  Thank you! 

  Customer response

  23/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:Kaltire lied about breaks being secure on my car. They already careless enough breaking parts and also the damage to my rim as proof being sloppy enough to send out a car with the breaks only being secure from locktight. Is ther some kind of liability issue here? Well the breaks fell off and destroyed the rim around it while I was on the hiway. Talking on the phone with what ever representative that was couldnt have been worse honestly how can you put the keys in a customers hands tell them everythings fine see you in a few days to replace the breaks and the parts we damaged? Regardless of backtracking kaltire is doing its not going to change what they did and what has happen.  
  
  Sincerely,
  
  *****************************

  Business response

  05/06/2023

  To ensure we are fully transparent in this situation, please know that ************************ was notified that the brake caliper bold needed to be fixed and was not safe as is. After ************************ told our representative that he had recently had brake work done elsewhere, it was recommended that he contact the party who had done the brake work to have it repaired.
  
  After receiving the original complaint from ************************, our regional manager reached out to him and offered to supply a new ***** wheel out of good faith. The wheel is currently on order and is expected the third week of June. Our regional manager texted ************************ on June 1st sharing this information. 

• Initial Complaint

  10/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased winter tires on Kal Tires' website, the receipt I was emailed stated "Total due at store: $818.53". After the tires were installed I was given a bill for $928.79. I protested, saying that the online bill was less, and was told that I was wrong. The only way to get my car back was to pay.

  Business response

  16/03/2023

  We appreciate you sharing this, ****. We've confirmed that the sizing you chose online was not the same as the size of tires you purchased. We've informed our management team of this and have asked them to contact you directly. Thank you! 

  Customer response

  21/03/2023

   
  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

  04/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought regular and winter tires from *** ******* Kaltire some years ago. At that time, there was a promotion going on at some Kaltires ********** *** ******* ******* that included free winter tire swap outs on tires (for the life of the tires) already on rims and purchased from Kaltire. Basically put winters tires on in fall, and spring tires in spring. This was in posted advertisements within the store (and other venues) and was verbally stated by the staff at the time I purchased both sets of tires. The tires were purchased on the following dates: ********* **** *** * ******** ******* ****** dated October 2, **** ********* **** *** * ******** ***** ***** *** ***** ***** dated October 27, 2017 I have had difficulty in the last few years with the staff trying to charge me for the swap outs. I was, until recently, successful in getting them to cancelling the fee. This last time (Dec 11, 2022) however, they stated that they will no longer swap out the tires for free. This means that I will have to pay approximately $140 twice a year. Since the printed and verbal promise of a free tire swap is essentially a contract, and I purchased Kaltire tires because of this promise, I believe that they are refusing to honor that contact. I want the free tire exchanges to continue. Please help.

  Business response

  05/01/2023

  Our apologies for any confusion regarding the seasonal swap fees that have been presented to you. Our reason for charging for this service going forward as of March 2018 is because in our Customer Care Plan (CCP) it states that rotations are included for the life of the tires. A ‘rotate’ is actually rotating the mounted tires to different wheel positions on the vehicle in order to have consistent tread wear and is designed to protect the life of your tires. To ensure we are consistent with what is being offered to customers across all Kal Tire stores, we are following the practices of what is actually stated in our CCP.  
  
  We realize in some cases we have not charged for seasonal swaps – which is replacing one set of mounted tires with another set of mounted tires, but this was never actually a part of our CCP. As of March 2018, we no longer provide this service to our customers at no-charge. 
  
  As part of our CCP, we will continue to offer free flat repairs, free rotations, free lifetime balancing, free air and of course our free road hazard protection. 
  
  Thank you for allowing us the opportunity to clarify this charge with you today and for continuing to be a loyal Kal Tire customer.

  Customer response

  10/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: kaltire has failed to change their position or response.  I was verbally promised lifetime free winter swaps AND there were signs describing that free swap in the store at the time I made my winter tire purchase.  If I had known kaltire was going to renew on that promise, I would have bought all weather tires instead to avoid swapping costs.

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

  Business response

  18/01/2023

  Free tire swap overs were never a part of the Customer Care Plan and is a service that comes with a fee. Mr. Deconto has had this service done at no charge for the past 5 years. To ensure consistency with what our customers are being charged for, we will no longer provide this service at no cost. 

   

  Our Customer Care Plan has never provided this service at no charge and this has never been advertised corporately. 

   

  Thank you. 

• Initial Complaint

  30/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 3rd 2022, I went for tire exchange appointment at 1:30 PM In Cochrane, Alberta. Originally I would have said all good things about my service and felt happy and relieved when I left. I was from Banff, and I was aware that the treacherous conditions were about to arrive, so I knew I had to get my winter tires on right away. I drove home, only to find a flat tire when I got up the next morning. * *** ****** *** **** ************. I called Ryan (agent at Kal Tire) right away, and he told me "that maybe I had hit a nail on the way home" ( which I knew was VERY unlikely) and "there was nothing he could do for me" and explained I had to come back to the shop. I reiterated to him that I was coming from Banff and that I could not simply "come back in." I came to the conclusion that I would be coming back to Cochrane in a few days, but I was extremely upset and explained that that was a huge inconvenience. In the end, I made it back to Cochrane, which I drove in dangerous whiteout conditions and, of course, with a tire that wasn't very reliable. I was anxious, uptight, and slightly irritated by the lack of concern for my situation by the time I arrived. They fixed the tire and sent me on my way after looking at it. ** *** **** ***** *** **** *** *** *** ****** **** ************** ** **********. I had to inquire about exactly WHAT took place here. Where they said, "you had a leak because the technician didn't tighten the valve enough." Therefore, it was solely their fault. * ********* ******* *** ***** *** **** **** ****** ******** ****** I was extremely irritated and unhappy about this. Being treated this way after spending a lot of money on brand-new tires was very disappointing. * **** * *** ** ****** *** **** *** ***** *** * *** ***** **** ** **** ** **** ***** However, I would also like some recognition for the inconvenience caused as a result of negligence, which also put me in an unsafe situation.

  Business response

  04/01/2023

  We have escalated this to the store management team and will ask that they review the situation and contact ****** directly. Thank you. 

  Customer response

  05/01/2023

  
  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,
  
  ****** ******

*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. ↩