Initial Business Response / [redacted] (1000, 5, 2017/03/07) */ Customer was called 03/06/No answerA voicemail was left explaining a full refund will be issued for the wheel alignment, tire balancing, tire recycling fees and shop supplies charged to the customer Initial Consumer Rebuttal (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 9, 2017/02/27) */
In response to the consumer's complaint, I currently hold the same position as when previously speaking with the consumerThat position is; that neither the bill charged at this location ($***) nor the subsequent bill the consumer paid to
repair the failed part ($***, which contains a new set of four tires), will be reimbursedReasoning for declining payment of these bills, primarily comes from the length of time between the inspection of the component in question (lower control arm) and the time of failure; appx monthsFurthermore, the inspection of metal structure of the control arm is one which is purely visual, technicians are not allowed to hammer on rusty metal in order to create failureI am not disagreeing that this component was in not perfect condition at time of inspection; however I am very confident it was absent of any holes which would fail the inspection
Initial Consumer Rebuttal /* (3000, 17, 2017/03/09) */
The company's response is unacceptable
The Safety Inspection performed is to The purpose of the inspection is to ensure that the vehicle meets a minimum safety standard at the
time of inspectionThe inspection sticker is valid for a two year period, thus the inspection to take that length of time into consideration
We drive our car once a week, at most; sometimes every two weeks, and in winter, having an alternative vehicle with 4xcapability, even less
Instead of reassurance that our vehicle could be safely operated for two years, we got about a week's worth of driving out of it before the controller arm failed
The company can verify the low usage of this vehicle via their own records, since the company has been our primary service provider
*** *** (***), *** (***), *** (***), *** (***), *** (***), *** (***), *** (***), *** (***), *** (***)
There has been some remark made regarding the purchase of four (4) tires including in the repair billOne tire, as the pictures clearly show, was destroyedDriving with different make tires is never recommendedFour new tires were required
Additionally, the body work required to repair the front driver's panel is not included in the billsThat work will be done in spring and we'll cover that ourselves
The opportunity to do the right thing in this situation is hereby presentedAny reasonable person will recognize our request as a reasonable onePositive response would be appreciated
Final Business Response /* (***) */
Once again, our position on this matter has not changed
Furthermore, a *** is merely a visual inspection encapsulating a snapshot in time.It is in no way a guarantee a vehicle will meet *** for the duration of the sticker given
***:
"***."
Final Consumer Response /* (***) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason we find the company's position unacceptable is because it is unreasonableVisual inspection, as quoted to defend their position, merely enforces our positionThe component which failed after so few kilometers would have been "visually" compromised at the time of the inspection, and brought to our attentionThat is the simple truth of this issueWe insist on a better resolution than denial, despite the facts
Initial Business Response /* (1000, 5, 2017/03/07) */
Customer was called 03/06/No answerA voicemail was left explaining a full refund will be issued for the wheel alignment, tire balancing, tire recycling fees and shop supplies charged to the customer
Initial Consumer Rebuttal /*
(2000, 7, 2017/03/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 8, 2015/09/10) */
Customer was not totally truthful in her story about how this all went downHas spoken to all managers within the store and they have all concluded that if we can not drive a vehicle into the shop due to malfunction of vehicle then it is very
difficult to bring in shop and inspectCustomers are not covered under insurance to be driving there own vehicles in the shopThanks
Initial Consumer Rebuttal /* (3000, 10, 2015/09/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been more than truthful in my statementThe vehicle was driven to Cdn Tire and driven home again after Cdn Tire refused serviceTo say that the vehicle could not be driven into the shop is a farseCorrect if I'm wrong, but isn't Canafian Tire Service Centre in the business of accessing and repairing vehicles? Not refusing serviceI feel that Canadian Tire has not responded to my complaint All they said was that "if we can not drive a vehicle into the shop due to malfunction of the vehicle, then it's very difficult to bring it into the shop and inspect"I'm sorry, but this does not tell my why, if the service manager and/or general manager were there at this time, why did neither one of them come out and trry to correct the issueMaybe the specific mechanic couldn't get the vehicle moving but maybe another technician and or manager could have!! Instead we were told "I'm not working on this truck"As far as I'm concerned, we experienced VERY POOR customer service! Instead my son DROVE the vehicle off site!
Initial Business Response /* (1000, 8, 2016/12/14) */
customer call looking for tire that was on a web site online and was told we did not have the tires, missing from inventory .customer then tries to place a online order the tires.That order was cancelled because the tires were not available and
discontinued
Initial Consumer Rebuttal /* (3000, 10, 2016/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ok like I said went to store to purchase the tires as was on display had seen them on the website was told that don't carry then anymore had not for years did not place an order online want to know why are they on shelf and online if you haven't carried them for years that's advertising and I should be given like product for same cost I have pictures proving both on the day I wanted to purchase them
Final Business Response /* (4000, 14, 2017/01/03) */
the customer found the tires on a web site that does list our inventory, it was not advertisedwe take great care to ensure the information on the web site is up to date but we cannot guarantee it.The tires were discontinued and missing from the inventory and therefore not available to sell
Initial Business Response / [redacted] (1000, 5, 2017/03/07) */ Customer was called 03/06/No answerA voicemail was left explaining a full refund will be issued for the wheel alignment, tire balancing, tire recycling fees and shop supplies charged to the customer Initial Consumer Rebuttal (The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 9, 2017/02/27) */
In response to the consumer's complaint, I currently hold the same position as when previously speaking with the consumerThat position is; that neither the bill charged at this location ($***) nor the subsequent bill the consumer paid to
repair the failed part ($***, which contains a new set of four tires), will be reimbursedReasoning for declining payment of these bills, primarily comes from the length of time between the inspection of the component in question (lower control arm) and the time of failure; appx monthsFurthermore, the inspection of metal structure of the control arm is one which is purely visual, technicians are not allowed to hammer on rusty metal in order to create failureI am not disagreeing that this component was in not perfect condition at time of inspection; however I am very confident it was absent of any holes which would fail the inspection
Initial Consumer Rebuttal /* (3000, 17, 2017/03/09) */
The company's response is unacceptable
The Safety Inspection performed is to The purpose of the inspection is to ensure that the vehicle meets a minimum safety standard at the
time of inspectionThe inspection sticker is valid for a two year period, thus the inspection to take that length of time into consideration
We drive our car once a week, at most; sometimes every two weeks, and in winter, having an alternative vehicle with 4xcapability, even less
Instead of reassurance that our vehicle could be safely operated for two years, we got about a week's worth of driving out of it before the controller arm failed
The company can verify the low usage of this vehicle via their own records, since the company has been our primary service provider
*** *** (***), *** (***), *** (***), *** (***), *** (***), *** (***), *** (***), *** (***), *** (***)
There has been some remark made regarding the purchase of four (4) tires including in the repair billOne tire, as the pictures clearly show, was destroyedDriving with different make tires is never recommendedFour new tires were required
Additionally, the body work required to repair the front driver's panel is not included in the billsThat work will be done in spring and we'll cover that ourselves
The opportunity to do the right thing in this situation is hereby presentedAny reasonable person will recognize our request as a reasonable onePositive response would be appreciated
Final Business Response /* (***) */
Once again, our position on this matter has not changed
Furthermore, a *** is merely a visual inspection encapsulating a snapshot in time.It is in no way a guarantee a vehicle will meet *** for the duration of the sticker given
***:
"***."
Final Consumer Response /* (***) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The reason we find the company's position unacceptable is because it is unreasonableVisual inspection, as quoted to defend their position, merely enforces our positionThe component which failed after so few kilometers would have been "visually" compromised at the time of the inspection, and brought to our attentionThat is the simple truth of this issueWe insist on a better resolution than denial, despite the facts
Initial Business Response /* (1000, 5, 2017/03/07) */
Customer was called 03/06/No answerA voicemail was left explaining a full refund will be issued for the wheel alignment, tire balancing, tire recycling fees and shop supplies charged to the customer
Initial Consumer Rebuttal /*
(2000, 7, 2017/03/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 8, 2015/09/10) */
Customer was not totally truthful in her story about how this all went downHas spoken to all managers within the store and they have all concluded that if we can not drive a vehicle into the shop due to malfunction of vehicle then it is very
difficult to bring in shop and inspectCustomers are not covered under insurance to be driving there own vehicles in the shopThanks
Initial Consumer Rebuttal /* (3000, 10, 2015/09/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been more than truthful in my statementThe vehicle was driven to Cdn Tire and driven home again after Cdn Tire refused serviceTo say that the vehicle could not be driven into the shop is a farseCorrect if I'm wrong, but isn't Canafian Tire Service Centre in the business of accessing and repairing vehicles? Not refusing serviceI feel that Canadian Tire has not responded to my complaint All they said was that "if we can not drive a vehicle into the shop due to malfunction of the vehicle, then it's very difficult to bring it into the shop and inspect"I'm sorry, but this does not tell my why, if the service manager and/or general manager were there at this time, why did neither one of them come out and trry to correct the issueMaybe the specific mechanic couldn't get the vehicle moving but maybe another technician and or manager could have!! Instead we were told "I'm not working on this truck"As far as I'm concerned, we experienced VERY POOR customer service! Instead my son DROVE the vehicle off site!
Initial Business Response /* (1000, 8, 2016/12/14) */
customer call looking for tire that was on a web site online and was told we did not have the tires, missing from inventory .customer then tries to place a online order the tires.That order was cancelled because the tires were not available and
discontinued
Initial Consumer Rebuttal /* (3000, 10, 2016/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ok like I said went to store to purchase the tires as was on display had seen them on the website was told that don't carry then anymore had not for years did not place an order online want to know why are they on shelf and online if you haven't carried them for years that's advertising and I should be given like product for same cost I have pictures proving both on the day I wanted to purchase them
Final Business Response /* (4000, 14, 2017/01/03) */
the customer found the tires on a web site that does list our inventory, it was not advertisedwe take great care to ensure the information on the web site is up to date but we cannot guarantee it.The tires were discontinued and missing from the inventory and therefore not available to sell