Vinny P.: I am writing to express my extreme dissatisfaction with my most recent experience of Canadian Tire Auto.
Last week I went in to Canadian Tire to purchase winter tires and rims for my new Jetta. To my dismay, you were out of the size I need –no problem, I understand that this happens, especially this time of year. I went to Walmart to purchase the tires and then back to Canadian Tire to buy the rims, have the tires mounted, and then installed on my car. This process, though slightly inconvenient, was rather painless.
Immediately out of the Canadian Tire parking lot I noticed something was wrong –my car was pulling to the right. It was late and I didn’t want to go back to the store immediately and wanted to make sure that there in fact was a problem. The problem did not resolve itself and the car continued to pull to the right. 2 days later I went back to Canadian Tire and explained the problem. They suggested an alignment ($69 when you buy tires, but not when you buy rims, even if you pay $25 each to have them installed) but that I should go to the dealership as this is covered under warranty –it isn’t, and I was told that alignments are never covered under warranty after the car leaves the lot.
I went back to Canadian Tire yesterday and explained to them that the problem occurred when I put the tires on and that the car was driving straight with the summer tires on. I asked if there might be a problem with one of the rims that they installed or if there is a chance that the tires weren’t balanced. I was told that this was not the case and that it was probably a problem with the actual tires from Walmart (even though they are brand new). I didn’t really understand how this could happen, but was instructed to take the car back to Walmart and have them look at the tires as they were the ones who sold them to me. The mechanic said that he could do the alignment but there was no guarantee that it would solve the problem if the tires weren’t true. We did the alignment –I have to negotiate to the $70 price because I bought rims –this was another battle unto itself, but didn’t bother me much as they eventually agreed to. Canadian Tire took absolutely no ownership of this problem, completely denied that the tires may have been mounted improperly, balanced improperly, but had no problem charging me for an alignment that may or may not solve a problem that they were positive had nothing to do with them.
The alignment didn’t help.
This morning at 7:45am I went to Walmart and expected to be treated exactly the same as I had been at Canadian Tire. I explained to them exactly what I have written here and expected them to send me back to Canadian Tire. Instead, the manager simply asked me if they had checked the tires. I explained that they didn’t. He laughed and told me to give him the keys so I did. He instructed the cashier to put it in the system as a warranty inspection or something of the like. 20 minutes later he came back out and explained what had happened.
2 of the 4 tires were balanced incorrectly –he rebalanced them.
The air pressure was different in all 4 of the tires –none of them were correct –he fixed them all.
He also explained to me that performing an alignment with improper tire pressure (especially with them all at a different pressure) would drastically reduce the effectiveness of the alignment.
I thanked him, bought his entire team coffee, got back in my car, and drove away straight for the first time since having the tires on the car.
I considered driving right back to Canadian Tire and asking for my money back –for the alignment that was both unnecessary and improperly performed but declined as I was late for work and have already spent enough time there this past week.
I am typically not one to complain with poor customer service –I feel this is something we have come to expect from big-box stores that rely on volume rather than loyal return customers –but the complete lack of ownership by Canadian Tire juxtaposed with Walmart’s service compels me to tell this story. I am not so much bothered by the cost of the alignment and the hours that I have spent this past week resolving this as I am with the complete lack of ownership and dismissive attitude that I received. As soon as I made it clear that I wasn’t going to pay to have my car back on the hoist I was shooed away to another big-box store that, in turn, caused me to realize that good customer service is possible at big-box stores –just not at yours.
Sincerely,
Vincent Picone