Complaints

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:08/09/2023

  Type:Customer Service 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 December 15, 2022 I went to Canadian Tire Auto Service as my heating stopped working. I paid around $378.81 and when I left, my issue had not been resolved. I then contacted the auto center and asked why I paid almost $400.00 for this issue to not be fixed. They asked me to come back then quoted me an additional $1200 to fix the vehicle as they deemed it a heater core issue. I declined as this amount for a 2007 vehicle was not feasible to me. I was to believe my car had a heater core issue and would need replacing. This August I went to a different place and all that was required was a flush which ended up costing approximately $150.00. Nothing else was needed, my vehicle had no heater core issues. I went to Canadian Tire to speak with the manager and he said it had been, "too long" and "there is nothing he can do about it". He didn't know why they gave the vehicle back to me of it wasn't fixed, and agreed that the temperature they got it to was not significant enough for our winters to be useful. He then said he could do me some "favors" with my new vehicle and to let him know ahead of time if I ever came back as he would "keep a close eye". I didn't appreciate this. I felt mislead l that I had no other choice but to get a new core, so I put it off until it was a possibility financially, to find out none of the things they did to my vehicle that day were even needed. I asked what equipment they used for the flush and they stated it was CLR and a garden hose. The person I received the successful flush from said that is not adequate enough.

  Business Response

  Date: 11/09/2023

  Good Morning,

  I'm sorry to hear about your displeasure with our service.  In most cases our warranty only lasts 100 days.  Therefore our work from December 2022 is well past warranty.  It is difficult to piece these fact together from 2022 but what i can say is that the documents that we have indicate that we tried to get your vehicle temperature up.  The heater core was flushed with CLR which moved the temperature up 15deg.  We felt that anymore messing around with it would damage the heater core and thus make the bill $1200 to fix as originally quoted.   As you said it wasn't feasible at that time for you so we left it at that.  

  I cannot speak to the service you received at the other shop.  We cannot confirm these details from the vehicle as the vehicle is not in your possession anymore.  What i can tell you is that we did the work we were assigned to do.  We have signed copies of the work orders where you OK'd the work.  10 months later you complain and my service manger gives you an in-shop credit for work out of warranty in good faith.

  I'm afraid that in this case that is all we are prepared to do.  

  As my service Manager has said and it is documented in your file at the store, there is a credit for you here.  

  Yours Truly 

   

  *** ******** 

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

   

   

  Customer Answer

  Date: 11/09/2023

   I am rejecting this response because: the work that was done to my vehicle did not fix the situation. When I returned shortly after to get it looked at again it was still not fixed. I was made to believe a new heater core was only option thus declining the $1200 work order. I waited ten months because I did not have the funds for that fix, especially after a heavy ~$400 bill that did not resolve the issue. Where winter is soon approaching I thought I would get a second opinion and a new core was not needed, just a proper flush. The manager instructed me to call ahead of time if I returned for work done to my vehicle. As far as I was concerned there was nothing noted on my file that secured the good faith credit.

   

   

   

  
  

  Business Response

  Date: 11/09/2023

  Hi *****,

  Unfortunately, Trying to fix older vehicles without replacing parts is a very touchy subject.  If we completely ruined your heater core mostly likely you would have asked us to replace at our cost.  We went as far as we could with the flush and it opened up a little with the resources you gave us. 

  It was your car and you have the right to go anywhere you wish to get a second opinion.  We often encourage that when giving expensive news.  

  Again, we did the work we were assigned, to go further would have cost you more money and from what you've said earlier that that wasn't feasible.  That tied our hands with going forward with the repair.  

  As of now all we are prepared to do is the credit on file.

  Please consider this matter closed

   

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

• Initial Complaint

  Date:10/09/2022

  Type:Service or Repair 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.

  I went in on June 30 2022 @ 1pm to Canadian tire Bayers Lake to have my oil changed. The technician left a oil filter socket wrench and sockets left on the hood of my vehicle next to my wiper blades. I then left the store went on the highway which you go 110 km/hr. The oil filter socket wrench and very heavy socket could have flown off my SUV and hit someone driving a motorcycle or another car and or myself. Someone could have been seriously hurt causing a car accident!! I went to the Canadian Tire Bayers Lake to talk to the store manager ****** to tell them about what happened and returned the tools. Initially I was given no apology from anyone. ****** said we will see how we can help you with the cost of an exhaust repair. When I brought my SUV back to do the exhaust repair they said they would only cover the cost of the part . Not the entire bill as I thought they would do because of what happened. Aug 22 2022-- I came into pick up the SUV and asked why no one apologized. It was only then, that technician came out to apologize to me. At that point I trusted them and thought all of his other work he had done was double checked. I figured they had only made the one mistake and everything else was done correctly. Sept 9 2022 -- After 4,000 km of driving I went to check my oil and was shocked to find out the dip stick was bone dry! I COULD NOT BELEIVE THE VEICHLE HAD BARELY ANY OIL IN THE ENGINE IT WAS 2.5 LITERS SHORT OF WHAT IT WAS SUPPOSED TO BE! There is no oil leaks and it doesn't burn any oil. I don't know if any damage occurred within the time I drove it 4000kms and I was very upset I had trusted the technician and no one did a follow up on his work!! I HOPE NO ONE ELSE HAS HAD THE SAME THING HAPPEN AS THIS IS A VERY SERIOUS MISTAKE ! I would like some kind of credit as I don't know if any damage has occurred from barely any oil being in my engine for 4000 kms!! I have pictures and video of dipstick being dry .

  Business Response

  Date: 12/09/2022

  On June 30th 2022 after ********* came in for an oil change, the technician realized he had left these tools on her windshield and my Service Adviser tried contacting her to ask if we could pick up the tools left on her windshield. She did not respond at all and approximately a week later ********* came in to speak with me, ****** (Store Manager), at the store. I did apologise right away once she informed me of what had happened. After talking with her for a few minute, we discussed where to go from there. She mentioned her exhaust was loud and asked if we could have a look at it. I told her yes and we could make an appointment and could help her out with some of the cost. When she came in for the exhaust, she had told my Service Adviser there was no apology when she had gotten one from me personally. My technician that did the oil change was nearby the service counter and apologised to her the day of her exhaust appointment. We helped her with the exhaust part and 20% off the labour done that day but she feels like we should have done more.

  As for the SUV being short of oil, we did the oil change in June.  Over the course of 4000 kms it is very hard to confirm what happened to the oil.  As we do not have the vehicle in possession it is hard for us to determine the cause of the oil disappearing.  There are thousands of ways oil can disappear from vehicles.  Some of which are not apparent visually.  All i can say in defence for the oil is that when we do oil changes, the specific amount of oil is pulled from the back window.  Because we know that some oil was added I would assume that all of it was.  If we never put any in then she would have never made it 4000 kms. 

  As far as the business is concerned, we have met our responsibility to making our error right.  We are sorry that this has happened but we feel that we have compensated this customer to the correct level of dissatisfaction.  Any more credit would be outside our normal operating procedures. 

   

  Thanks for your time.

  ****** **** 

  Store Manager

  Customer Answer

  Date: 14/09/2022

   I am rejecting this response because:

  I went to Mr **** to check the oil . Mr **** stated there was no crack in the oil and the suv was not leaking oil.

  Also when they did the inspection they missed the corroded transmission lines. That could have caused major damage to my engine and transmission of my Suv. I HAVE NEVER HAD ANY ISSUE WITH MY SUV UNTIL I WENT INTO CANDADIAN TIRE.  I can't understand why this company will not own up to anything. 
  
  

  
  

  Business Response

  Date: 14/09/2022

  GOOD AFTERNOON,

   

  Our decision still stands based on the following.

  1) It is our policy to decide whether we are at fault with any work done in our shop. If we deem there are issues covered under warranty we will fix them.  We cannot confirm these accusations due to the fact we haven't seen the car since.  

  2) The corroded  transmission line is not something that would fail an MVI.  No bearing on case.

  3) In my previous email i stated that there were many ways to lose oil, you have just mentioned 2.  

  4) Nothing you have said I can confirm other than we left tools on your car.  It was a mistake, we apologised for it and gave you a discount.  

  5) To give more is outside of our normal operating procedures.

   

  We will consider this case closed as we have no intention of giving store credit.

  *** ********

  General Manager 

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