Complaints

This profile includes complaints for Reach Tire & Auto's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Reach Tire & Auto

  2 3481 Sexsmith Rd Kelowna, BC V1X 7T5

• 

  Reach Tire & Auto

  2025 Louie Dr Westbank, BC V4T 2R4

• 

  Reach Tire & Auto

  106 1285 McGill Rd Kamloops, BC V2C 6K7

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  Reach Tire & Auto

  5640 Anderson Way Vernon, BC V1T 9V2

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:27/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  2nd Week of May ************* $180 for wheel swap and balancing.Damage was done to both sets of wheels.Owner took responsbility for the damage to one set but insisted the other set had "minor" damage that did not warrant compensation - damage identical in form on both sets of wheels.I attempted to discuss with him and explained the wheels were 3 weeks old. He did not see the wheels prior to the service, only after damage occurred.He never offered a refund.He insisted the business stands behind their work but refused to discuss compensating me for the loss of value in the 3 week old rims.Blamed the damage on the wheel finish and was "confident" it wasn't his employees' fault.

  Business Response

  Date: 09/07/2024

  Hello,

  I would like to apologize again for the customer being unsatisfied with the work we provided. We agreed to refinish one set of rims due to a scratch on the outside rim when mounting the tire. these rims were spray painted and that finish does not hold up well with the pressure of a tire machine mounting a tire onto a rim. We had these professionally repaired to limit this in the future.

  There are a number of reasons we did not agree to repair this second set of rims. First, as far as the second set of rims, all we did was dismount the tires. Dismounting tires is a lot less strenuous on wheels than mounting. There is not nearly as much pressure from the tires and rim coming off as there is going on. Second, the area of the rim in question is extremely faint and minor that it does not look like its from a tire machine.There is also other ****** and scratches on these rims especially on the inside as they were already used. Third, I spoke to multiple team members and all said they did not damage these rims. Lastly, the customer came back at another date to show the damage after leaving and explained that this is a regular occurrence from multiple tire shops. Because of this, I do not feel confident that anything was done to these wheels from my team on the removal of the tires and cannot justify sending them out for another costly repair job.

  As mentioned above, we have already repaired the one set of rims. I will also be willing to refund the original invoice to ************ for the service done.

  Customer Answer

  Date: 09/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have decided that I will accept the refund of the original invoice amount.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/09/2023

  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 drove my motorhome to their shop to be fixed. Instead of fixing it they hammered it for hours until it broke. They also initially tried to charge me for parts that I had already replaced. That took place after the labor I was paying for started. Which means that while I was being charged for labor, they dtill6 hadn't checked the vehicle to see what parts even needed to be replaced. They came to me with this information an hour after starting. I got billed for an hours labor before they even took a look under the hood of my vehicle. Considering radiator cap was the first part I replaced, and the very first thing they would of had to do on the car.

  Customer Answer

  Date: 06/09/2023

  Refund - of the amount paid for products or services if they were not delivered or were unsatisfactory

  Business Response

  Date: 08/09/2023

  Hello,

  We are sorry that this job is not complete yet. Unfortunately, when going to perform a repair, parts can become seized and rusted on. This is an older vehicle and these particular parts are not always easy to be removed. 

  The vehicle was booked in over the phone to have the water pump replaced. We could not quote everything out for the vehicle until we physically put eyes on the part and saw what was required. Everything over the phone was a rough estimate.

  After commencing work on the repair to get to the water pump replacement, it was evident that the timing cover was not moving. This needs to be removed in order to get to the  water pump. After trying multiple times to gets the bolts to budge, we stopped work and came to talk to the customer and asked how to proceed. We talked about how the bolts are seized on and not budging and that after trying for over an hour we are not having luck. this is coming with older vehicles and parts that are seized on. we asked if we should stop now or proceed but it could take a while and we wont know the extent of parts that need to be replaced until we get in there. It will be also at a higher rate as we will not be billing per hour rather than the rough estimate. We were told to proceed. After being told to carry on we went back to work. Eventually the timing cover cracked coming off as it was rusted on and seized as me warned.

  At this point we informed the customer of the unfortunate new and that will will need to order in a timing cover as well to complete the job. The customer was in a rush to go so said to just leave it at this point and that she would pay what is owing right now.

  The customer has paid for the labour to this point for a total of $560 plus tax. We said that if she wants to finish the job, that will be applied to the invoice. The water pump, coolant, and thermostat (cost roughly $314 plus tax) still have not been installed and billed, and the only addition to the bill from the original job would be the cost of timing cover (roughly $260 plus tax), which we said would be at our cost and no mark up. The vehicle is still sitting in our parking lot for the past couple weeks after we were told it would be picked up multiple times. To cover the cost of the vehicle and tire purchase seems unfair as we were simply contacted to do a repair that is still half way complete. 

  Customer Answer

  Date: 08/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: 

  my initial request of refund was changed to only be refunded what i paid. The price of service. As i paid them and lost my vehicle *** ***** ** *** ******** ** * ********* **** ******* ** **** *
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 13/09/2023

  The job is not completed at this point. We were told to stop in the middle of the job after the customer needed to leave asap due to personal issues. The Vehicle is still sitting in our parking lot. At this point what we will be willing to do is complete the original job as requested, and we will cover the cost of the timing cover that broke. That way the job can be completed and the vehicle can be picked up from our parking lot.

  Customer Answer

  Date: 13/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Originally they weren't willing to do that and told me many more issue may arise, they aren't sure weather or not they could even get the parts. I had to leave the province because * *** ******** **** ******* ** ** and could not afford to fix what they broke and they refused to fix it. Now I'm on a whole new area because * *** ** ********* ***** *** ******* ** **** ** * *** ****** ** *** **. I'm willing to take a refund of what i paid. And let the auto shop scrap the rv. Including the brand new catalytic converter that's on her ** brand new tire.
  Sincerely,
  
  ***************************

  Business Response

  Date: 25/09/2023

  Hello ******,

  Again, we are really sorry you had to leave town and are not in your RV. Unfortunately based on the scenario with the ****** *** **** *********** *****, we feel that had more to do with the urgency of stopping the work than anything else. we were told to stop and wait and that's why the job is not done.

  We are more than willing to finish the job and cover the cost of the one additional broken part, so the vehicle is usable.

  We have been trying to work with you more over a month now to get the vehicle picked up or repaired so it can move from our lot. It is taking up a lot of space and you told us it would be gone on numerous occasions. We cannot scrap the vehicle as we do not have ownership of the vehicle. we cannot even get it towed without your consent. So that is not an option for us. We are at a loss as to what to do at this point. this vehicle has been in the way for a long time and causing a hardship on our business at the time.

  Customer Answer

  Date: 25/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Before I canceled the shop worked very hard to compelle me to NOT finish. They also REGUSED to cover at that time. The urgency to stop, was my **** ** ***** to finish the job because I had to pay the extra work that they made myself. *** **** **** **** *** *** ** ********, they are offering to cover it. That's ******, had they offered to cover it in the first place of course I would have had it done but I wasn't even given an offer of discount except to buy the part at what they would pay for it.and pay them for the extra labor.
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:23/01/2023

  Type:Billing 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 brought my truck in for an alignment on Friday January 20th. While the truck was in the shop they snapped my bolt to my control arm while trying to align the camber. I was then informed that my $130 bill would now be $1100 for them breaking my bolt. I told them to fix it and I didn't want any issues. I don't feel I should be paying for their mistakes. On top of this I was told the part would be in the morning around 10 am. I phoned Saturday around 3pm to find out they haven't fixed my truck as the parts were wrong. So now my parts will not be in till Monday January 23. That's 4 days without my car because they broke something and want to charge me for the repair. Very unhappy customer. I shouldn't have to go 4 days without my car for. Will not be using their services again.

  Business Response

  Date: 27/01/2023

  First and foremost, we would like to apologize that the customer is not satisfied with the invoice and feels she does not need to pay for the repairs. We are a small business, and we take pride in being transparent with our customers and reviewing the work for approval prior to proceeding. The vehicle came in to get an alignment done after having work down by the customer and another shop. We booked it in and agreed to get it done same day. Unfortunately, while the tech was making the first adjustment, the camber bolt broke. He did not use any power tools, he did not apply heat yet, he simply went to adjust the bolt with a wrench and it instantly broke. These things do occur on older vehicles with rusted parts and worn-out bushings. Immediately after this broke, the manager went and explained the scenario to the customer, who said she wasnt surprised as the truck as old with a lot of kilometers and very *****. The customer also stated she had previously noticed the bushings were worn out on the top control arm and had it on her list to replace anyways. We explained to her that we couldnt just replace the bolts as the bolt was seized in the bushings on the upper control arm. We did say to her we could just replace only the drivers side and leave the passenger side for now to help keep costs down if she wanted. We said to her your welcome to take some time and think what you would like to do no pressure on our end. The customer then said no we might as well replace both since were in there already to get it fixed proper and so its not a issue in the future since she was already planning to replace them in the future. We reviewed the quote for the work and it was originally just over $1600. Again, i offered to replace just the one side if she would like to save on the bill, and also I recognize youre in a tough spot so Ill give you a discount on the parts to help you out. After she said to go ahead with the work, I called lordco to order the parts and they said they would have them next day. I asked if all hardware was included and they said yes it was. She said okay great ill wait for your call tomorrow and then come get the truck. I told her it would be roughly $1100 depending on how long it took us to cut and remove the control arms. She agreed and again thanked me for getting it in so fast. 

  The next day the parts arrived, and to our surprise and dissatisfaction, the camber bolts were not in the box. Our Saturday team member immediately started calling all available parts stores to find the parts as quickly as he could, but Monday was as early as it could get there. We unfortunately have to wait on parts in our industry and there is only so much we can do. We are extremely sorry for the inconvenience but we genuinely did the best we could and the customer did agree to the work. We discounted the bill over $500 for the inconvenience to help the customer out. We also had an agreement to proceed with the work prior to commencing.

  Customer Answer

  Date: 01/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  
  Sincerely,First and foremost. I am not asking for a free repair. Secondly, 20 minutes before I was informed about my bolt, your technician was banging on my truck. they may not have used power tools, but they were using force. 
  I had sent a message to my roommate 20 minutes prior to being told that this broke, saying, "I think they are fixing something as they have the wheel off and are banging on the truck. when I was informed of my bolt, I texted him right back, letting him know this had happened. 
  I never once said I wasn't surprised that the bolt broke. my truck may be older, but it's actually in fairly good condition for the year and miles that it has. I even only have minor surface rust only even on the body of the truck and that's minimal. I myself, as well as other shops, have done a fair amount of work on the truck in recent months, and no one has had any issue with really ***** parts. but you're trying to make it sound like my truck is in rough shape, which it is not. I have been updating parts as maintenance on my truck as is needed with any vehicle. 
  when your manager approached me, she did inform me I could do just the one side, but also insisted that both should be done as the other side would probably just break off to when they try to adjust it. so it's better to have both of them done at the same time. and said this a few times.
  as general friendly conversation later on I mentions that I had noticed some craking on the bushings and it would have been something to do on my list eventually but  by no means were they needing to be done now and not for a while but we're starting to show some wear. just part of that general maintenance I was talking about and something I had just made a mental note of. and mentioned after having no choice but to change them now. 
  I was never quoted $1600. and I don't even know why you would lie about that?. When your manager first informed me about my bolt, she already had a quote pulled up on the computer, and this was for one side. the quote I was given was $650 taxes in. and she again said that the other side was likey to do the same thing so I asked how much would both be. to save time and unnecessary delays if the other bolt did break. I told her to go ahead and do both. she did tell me that the parts were originally $300 and something, but she was giving them to me just above her cost at $200 and something each. to make it easier on me. this made up  the $1075. I was quoted. and the only quote I was given. 
  Since this was the first I have heard of being quoted $1600 for the repair, I decided to do my homework and find out how much you really did save me if your claiming to have saved me $500. 
  I phoned 4 shops in your direct area to find out how much it would be to replace the upper control arms. 3 out of the 4 shops actually came in cheaper that what you charged me with this so called $500 savings. each shop included the control arms and alignment and taxes. I was quoted. $1050, $1026.12, $1016. and $1150. 
  so why would your shop be charging customers so much more than other shops for the exact same service and in your direct area? and by doing this calling around after your claim I found out that even though your manager was insisting that she was giving me a deal to help me out she did not discount anything but charged me full price to market value by other highly reputable shops in your direct area. so your saying it's best for customers to shop around to so they don't get charged unnecessary and inflated prices at your shop? since you would charge a normal customer $1600 to do the same work. 
  I was also told my car would be fixed the next day and it is not my fault that you guys didn't order all the parts necessary and needed to complete the job in the first.  place making me go an additional 2 days with out a car
   I live out of town in the country and rely on my truck for many things. 
  and in addition to my original complaint upon picking up my truck I drove it no farther than the old ******** **** which is only a few block away and had to bring my truck right back to you as it was really pulling to the right. something it shouldn't do after an alignment. your manager told me she would not investigate this. I became upset and said I would make another complaint as my car should not  be doing this and they are refusing to looking why this might be happening. i phoked my mother to inform her of this. I went to go sit in my truck and she came out and reluctantly was going to pull my truck back in to pull it back up on the machine. she than showed me that it was passing 5 or their 6 test. and she said she didn't know why it was pulling to the right. then her technician tried to tell me that it's normal to have a car pull to the right. 
  I thought the reason behind an alignment was to make sure your car drives straight. and doesn't need constant adjustment just to stay in your own lane.
  I left the garage and my truck to this day is still pulling to the right. I am a very unsatisfied customer and would never recommend your shop. and apparently by your quote you said you gave me you would be a shop that would overcharge customer if your saving me money when that clearly is not the case. 
  
  
  
  *****************************

  Business Response

  Date: 07/02/2023

  Hello,

  Again, we are sorry for the issue with the vehicle. In response to the price from the other shops, unless we are quoting the exact same things it is impossible to compare based on labour rates, different parts, etc. What we do know is we have a very competitive labour rate in town, and in terms of parts, we are very competitive as well. all depends on where you order the parts from.

  We do confirm work with customers prior to going ahead. this was discussed prior to proceeding. All customers have the option to decline the work before we commence. additionally, we did offer an option to do the one side to keep the cost down, but we were asked to do both.

  In terms of the vehicle pulling, we will gladly take it in and double check the alignment and try to resolve that issue at no additional cost. If you feel more comfortable taking it to another shop to have the alignment re done, we will gladly issue you a refund for the alignment is the amount of $150.