Robert G Heiserman, P.C.

Initial Business Response / [redacted] (1000, 8, 2015/07/10) */ In response to Mr ***'s concerns regarding the condition of his vehicle following the service he received at our shop, we stand by the following: -During the service he received at our shop, his vehicle was lifted properly and evenly, by a trained tire changerDuring the service, the employee did not hear any metal crunching sounds or observe anything else that would be associated with the jack mounts bending on the hoist - Following Mr***'s original complaint, an inspection of the jack mounts was performed by our Service Manager (a licensed technician) and another one of our licensed techniciansWhat they observed was consistent with the vehicle being lifted up by a single jack and the weight being unevenly distributed, causing the jack mounts to bend outwardWe do not use a single jack in our shop - Reviewing the odometer readings from his most recent visit (approx [redacted] KM) and his last previous visit in [redacted] (approx [redacted] ), Mr [redacted] only put drove the vehicle approximately [redacted] in nearly monthsWhile Mr [redacted] has stated his diligence in annual rust proofing and taking excellent care of his vehicle, a vehicle that is driven infrequently can still develop structural issues cause by moisture and rust We are willing to schedule an appointment for Mr [redacted] to bring in his vehicle back in, at which point we will put it on the hoist and use a vice grip to bend out the jack mountsHowever, due to our liability insurance, Mr [redacted] cannot be present inside the shop and cannot oversee the process while the repair is performedAlso, given the facts stated above, we cannot guarantee that the bending of the jack mounts will not occur again when Mr [redacted] manually jacks up his vehicle again one tire at a time We regret that Mr [redacted] had a bad experience with our company and wish to rectify the situationWe would like to work with him to resolve it but ask that he entertain the possibility of the issues occurring somewhere other than in our shopWe did not dismiss his complaints and concernsWe reviewed the matter with due diligence and appropriate consultationWe take this matter seriously and value his concerns but will not dispute the above stated facts Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/07/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your replyI did get a call from the manager to bring the car back in before I filed the complaint with Revdex.com the manager told me at that time that he would be there to see what I was complaining aboutHe did not show the person at the desk fluffed me off and was not going to even look at the damage that they have doneI insisted that they call the manager to find out about the appointment that he had set with me,they did call him and he told them to lift the car and lookI needed to be there so that I could point out the damage that was done, they refused even though I said I would sign a insurance waverThere Frame jack the one that they lifted my car with is in the back of the garage they did not use it to look at the car this time they jacked up with a drive on lift you cannot even see the under side of the rocker panel on this lift so no they did not look at the damage they did he shined a lite from about ft from where the damage was done and said it was not there problemNow about what was said about the jack mounts on my car They are made for a sizzer jack not a claw off of a frame jack they could of placed the lift arms under the frame as they are supposed to but they lifted at the rocker panels this is a [redacted] it is heavy I asked then if they new how to lift a [redacted] when I ordered the tires they told me they were expirenced with these cars.it appairs they are not you must lift this car by the frame or the syssor jack the person installing the tires lifted my car so that he bent the vinal rocker panels by using the sizzor jack mounts to lift on this bent the mounts over and one of them is broken offI am tacking the car to [redacted] a top of the line body shop to get it repaired I want canadian tire to pay for the damages it was done by them, the only other company that has jacked my car in the shop has been [redacted] and they know how to do itI use my sizzor jack to rotate from summer tires to winter each year the jack mounts were fine when I put the summer wheels on in May this year so this story that I caused this problem is [redacted] Canadian Tire [redacted] did this damage and they need to pay for itThey are not getting another chance to look it, [redacted] Final Business Response / [redacted] (4000, 12, 2015/07/20) */ We regret the way that this situation has played out but are unable to do anything more than what we have already offered to help resolve Mr***'s concern We have offered to assist in correcting the damage to his vehicle but are currently not prepared to pay for the repairs that Mr [redacted] feels are warranted Final Consumer Response / [redacted] (4200, 14, 2015/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your replyAs I told you in the last message you asked me to report,I took my car to [redacted] and they can easily see what has happened and how an improper lift could cause this damage [redacted] has given an estimate of the repair cost of $***[redacted] this is a preliminary estimate and they will not know the full damage until the car is taken apartI have booked an appointment to have the work done for [redacted] There has been Know offer to do anything from this company not to look at it or make any restitutionThe manager made an appointment with me and broke the appointment by not showingthere was no other contact from them [redacted]

Initial Business Response / [redacted] (1000, 9, 2016/05/26) */ [redacted] was in our Auto Center on Oct 30, to have her alternator replaced due to her original failing herShe had the work done along with other work at a cost of [redacted] Her alternator was warrantied for years and labor was warrantied for days or 5500kmCustomer was well over warranty as it was days, which is past and she had gone in excess of kmWe offered to replace alternator but customer did not want to pay for labor againThe warranties are clearly stated on the work order she receivedWe would never willingly sell the alternator or any other product if we thought they were defectiveWe will not be reimbursing her the [redacted] as it was simply out of the warranty and not our mistakeThis is why most products have warranty for our consumersWe have had conversations with [redacted] , I would hope that she would not hold this against our store as this is a national warrantyWe value all our customers and believe we try and go the extra mile Sincerely, [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/05/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fact that we drove over kms is totally incorrectMy husband drives the car to and from work and it is not driven outside of that nor is it driven on the weekendsRegardless of whether they say they would not intentionally sell a bad alternator the fact is they did, and had they not we would not have had to pay for labor for the same issue twiceWe will no longer conduct business with Canadian Tire which includes canceling our breakdown cover at renewal [redacted] All around unacceptable service and a weak response

Initial Business Response /* (1000, 8, 2015/07/10) */
In response to Mr [redacted]'s concerns regarding the condition of his vehicle following the service he received at our shop, we stand by the following:
-During the service he received at our shop, his vehicle was lifted properly and evenly, by a...

trained tire changer. During the service, the employee did not hear any metal crunching sounds or observe anything else that would be associated with the jack mounts bending on the hoist.
- Following Mr. [redacted]'s original complaint, an inspection of the jack mounts was performed by our Service Manager (a licensed technician) and another one of our licensed technicians. What they observed was consistent with the vehicle being lifted up by a single jack and the weight being unevenly distributed, causing the jack mounts to bend outward. We do not use a single jack in our shop.
- Reviewing the odometer readings from his most recent visit (approx. [redacted]KM) and his last previous visit in [redacted] (approx. [redacted]), Mr. [redacted] only put drove the vehicle approximately [redacted] in nearly 18 months. While Mr [redacted] has stated his diligence in annual rust proofing and taking excellent care of his vehicle, a vehicle that is driven infrequently can still develop structural issues cause by moisture and rust.
We are willing to schedule an appointment for Mr. [redacted] to bring in his vehicle back in, at which point we will put it on the hoist and use a vice grip to bend out the jack mounts. However, due to our liability insurance, Mr. [redacted] cannot be present inside the shop and cannot oversee the process while the repair is performed. Also, given the facts stated above, we cannot guarantee that the bending of the jack mounts will not occur again when Mr. [redacted] manually jacks up his vehicle again one tire at a time.
We regret that Mr. [redacted] had a bad experience with our company and wish to rectify the situation. We would like to work with him to resolve it but ask that he entertain the possibility of the issues occurring somewhere other than in our shop. We did not dismiss his complaints and concerns. We reviewed the matter with due diligence and appropriate consultation. We take this matter seriously and value his concerns but will not dispute the above stated facts.
Initial Consumer Rebuttal /* (3000, 10, 2015/07/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your reply. I did get a call from the manager to bring the car back in before I filed the complaint with Revdex.com the manager told me at that time that he would be there to see what I was complaining about. He did not show the person at the desk fluffed me off and was not going to even look at the damage that they have done. I insisted that they call the manager to find out about the appointment that he had set with me,they did call him and he told them to lift the car and look. I needed to be there so that I could point out the damage that was done, they refused even though I said I would sign a insurance waver. There Frame jack the one that they lifted my car with is in the back of the garage they did not use it to look at the car this time they jacked up with a drive on lift you cannot even see the under side of the rocker panel on this lift so no they did not look at the damage they did he shined a lite from about 3 ft from where the damage was done and said it was not there problem. Now about what was said about the jack mounts on my car They are made for a sizzer jack not a claw off of a frame jack they could of placed the lift arms under the frame as they are supposed to but they lifted at the rocker panels this is a [redacted] it is heavy I asked then if they new how to lift a [redacted] when I ordered the tires they told me they were expirenced with these cars.it appairs they are not you must lift this car by the frame or the syssor jack the person installing the tires lifted my car so that he bent the vinal rocker panels by using the sizzor jack mounts to lift on this bent the mounts over and one of them is broken off. I am tacking the car to [redacted] a top of the line body shop to get it repaired I want canadian tire to pay for the damages it was done by them, the only other company that has jacked my car in the shop has been [redacted] and they know how to do it. I use my sizzor jack to rotate from summer tires to winter each year the jack mounts were fine when I put the summer wheels on in May this year so this story that I caused this problem is [redacted] Canadian Tire [redacted] did this damage and they need to pay for it. They are not getting another chance to look it, [redacted]
Final Business Response /* (4000, 12, 2015/07/20) */
We regret the way that this situation has played out but are unable to do anything more than what we have already offered to help resolve Mr. [redacted]'s concern.
We have offered to assist in correcting the damage to his vehicle but are currently not prepared to pay for the repairs that Mr. [redacted] feels are warranted.
Final Consumer Response /* (4200, 14, 2015/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for your reply. As I told you in the last message you asked me to report,I took my car to [redacted] and they can easily see what has happened and how an improper lift could cause this damage. [redacted] has given an estimate of the repair cost of $[redacted].** this is a preliminary estimate and they will not know the full damage until the car is taken apart. I have booked an appointment to have the work done for [redacted].
There has been Know offer to do anything from this company not to look at it or make any restitution. The manager made an appointment with me and broke the appointment by not showing. there was no other contact from them.
[redacted].

Initial Business Response /* (1000, 9, 2016/05/26) */
[redacted] was in our Auto Center on Oct 30, 2015 to have her alternator replaced due to her original failing her. She had the work done along with other work at a cost of [redacted]. Her alternator was warrantied for 3 years and labor was...

warrantied for 100 days or 5500km. Customer was well over warranty as it was 180 days, which is past and she had gone in excess of 6000 km. We offered to replace alternator but customer did not want to pay for labor again. The warranties are clearly stated on the work order she received. We would never willingly sell the alternator or any other product if we thought they were defective. We will not be reimbursing her the [redacted] as it was simply out of the warranty and not our mistake. This is why most products have warranty for our consumers. We have had conversations with [redacted], I would hope that she would not hold this against our store as this is a national warranty. We value all our customers and believe we try and go the extra mile.

Sincerely, [redacted]
Initial Consumer Rebuttal /* (3000, 11, 2016/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact that we drove over 6000 kms is totally incorrect. My husband drives the car to and from work and it is not driven outside of that nor is it driven on the weekends. Regardless of whether they say they would not intentionally sell a bad alternator the fact is they did, and had they not we would not have had to pay for labor for the same issue twice. We will no longer conduct business with Canadian Tire which includes canceling our breakdown cover at renewal. [redacted] All around unacceptable service and a weak response.