ABC Lock & Key

Initial Business Response / [redacted] (1000, 8, 2016/07/11) */ We have spoken to the complainant on this file and have investigated the issue with our service manager and the dealershipThe problem is known with this type of vehicle and we feel we are being fair by offering to replace at no labour cost and customer pay OUR COST of the partThe spare tire had already been removed by the customer and we could not install Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] Once again the system was serviceable when the vehicle arrivedI witnessed their technicians using the system with improper techniques and incorrect equipmentAdditionally I have noticed of lately when stowing the provided recommended tooling that the service garage ( Canadian Tire) had broken the vehicle retraction tooling as well [redacted] In conclusion I refuse to accept their response to this issue until they accept full responsibility for their actions and replace the damages without any cost to myself Final Business Response / [redacted] (4000, 12, 2016/07/14) */ We stand by our commentsThis is a part that is in stock at the [redacted] and is known to cause problemsThe winch was wound up with no weight on it from customer after he had the flatIt is a very dangerous set upWe have installed these tires before without issue Final Consumer Response / [redacted] (4200, 14, 2016/07/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] is known to stock many parts at their dealerships this don't mean that it's a known problem it just shows that they have a complete and prepared inventory to serve their customersWhen I reinstalled the tire tray after installing the spare assembly I followed the recommended procedure of pulling all slack off the system and use fiction of the ground and the tray until it was directly below the stow position where the weight of the tray was sufficient to complete the procedureThis went without any issues as the system operated as it should [redacted]

We have reviewed the complaint and we will not be refunding the cost of the tire to the customer Our policy clearly states that claims are not covered if not made by original purchaser nor on tires that are installed on a vehicle other than the original vehicle This has been our policy
for a number of years Regards, *** ***

Initial Business Response /* (1000, 8, 2016/07/11) */
We have spoken to the complainant on this file and have investigated the issue with our service manager and the dealership. The problem is known with this type of vehicle and we feel we are being fair by offering to replace at no labour cost...

and customer pay OUR COST of the part. The spare tire had already been removed by the customer and we could not install
Initial Consumer Rebuttal /* (3000, 10, 2016/07/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]
Once again the system was serviceable when the vehicle arrived. I witnessed their technicians using the system with improper techniques and incorrect equipment. Additionally I have noticed of lately when stowing the provided recommended tooling that the service garage ( Canadian Tire) had broken the vehicle retraction tooling as well. [redacted]
In conclusion I refuse to accept their response to this issue until they accept full responsibility for their actions and replace the damages without any cost to myself.
Final Business Response /* (4000, 12, 2016/07/14) */
We stand by our comments. This is a part that is in stock at the [redacted] and is known to cause problems. The winch was wound up with no weight on it from customer after he had the flat. It is a very dangerous set up. We have installed these tires before without issue.
Final Consumer Response /* (4200, 14, 2016/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] is known to stock many parts at their dealerships this don't mean that it's a known problem it just shows that they have a complete and prepared inventory to serve their customers. When I reinstalled the tire tray after installing the spare assembly I followed the recommended procedure of pulling all slack off the system and use fiction of the ground and the tray until it was directly below the stow position where the weight of the tray was sufficient to complete the procedure. This went without any issues as the system operated as it should. [redacted]

I am rejecting this response because:This policy seems unfair to me.
I have the original purchase receipt for the winter tires.
Canadian Tire is the only retailer in in Newfoundland that sells this particular tire. I went to Canadian Tire to purchase another tire when this tire was damaged with the promise of being able to bring the damaged tire back when my vehicle was finished in the garage. The employee did not bring to my attention this policy when I purchased the new tire, otherwise I may have taken my business elsewhere (it's not fair to assume a customer would instinctively know this).
As well, I do not understand how the vehicle the tires are installed on have any bearing on the quality/durability of the tires? A nail will puncture a tire no matter what type of vehicle the tires are on. The nail doesn't care what vehicle the tires are on. Could you please provide an explanation on this section of your policy?
I also do not understand how the original purchaser has any bearing on the quality/durability of the tires. It is possible to buy products at Canadian Tire as gifts, and return them if you are not the original purchaser. As long as you have the receipt. How are tires any different? Please provide further explanation for this as well.
Regards,
[redacted]

Great job, very professional. Will use this service again! Recommend very highly.

Review: I was given a quote of $95 each for two medico locks, for a total of $190. Work was completed and I was then informed by the [redacted] that there was an extra labor charge of $85. I was not told this up front with the initial quote. I complained to [redacted], who gave me the quote and [redacted] the [redacted] said he was "sorry" he did not inform me about the installation charge, but would not make any adjustment. I think the estimate should have been clear before work was begun and I should have been told of all charges before the work was begun.Desired Settlement: I think the $85 installation charge should be returned. I paid the full amount in cash.

Consumer

Response:

[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,