Complaints

This profile includes complaints for Canada Wheels's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Canada Wheels

  222 Queen St City of Ottawa, ON K1P 5V9

• 

  Canada Wheels

  66 Slater Street City of Ottawa, ON K1P 5H1

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:16/12/2024

  Type:Delivery 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.

  Contacted Canada Wheels; spoke with salesperson to ensure the right tires were selected; receive his approval, purchase order with correct information was issued. Several days later received the WRONG tires. Been trying to get in contact with Canada Wheel to arranged pick-up of incorrect tires and to determine when I will receive correct tires. After 2.5 weeks NOTHING has been arranged or settled. Now want wrong tires picked up and my original order cancelled.

  Business Response

  Date: 27/12/2024

  We acknowledge the customer's concern regarding receiving the wrong products and regret the inconvenience caused. We remained in communication with the customer throughout the resolution process, ensuring they were kept informed at every step.
  The issue has since been fully resolved, and the customer was issued a complete refund for their order. We take matters like this seriously and are committed to continually improving our processes to prevent similar issues in the future.
  Thank you for bringing this to our attention.

  Customer Answer

  Date: 06/01/2025

  So sorry for the delay in responding. Canada wheels has refunded the money to my credit card and I am satisfied with that. Thank you 

• Initial Complaint

  Date:05/11/2024

  Type:Product 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 am writing to formally lodge a complaint regarding a recent purchase I made from Canada Wheels, one of the retailers selling ******** tires. I purchased a complete set of winter tires for my car, relying on the information provided on their website. The website clearly displayed an image and description indicating that the tires were of a recent manufacture, which justified the higher price I paid.However, upon receiving the tires after 2 or 3 days, I discovered that they were manufactured in 2021, which was not the product depicted in the stock image on the website. When I contacted Canada Wheels to address this discrepancy, they refused to accept a return unless I paid the shipping charges. Despite not having used the tires and keeping them in their original condition, my request for a refund was denied. I pointed out that the cost of 2021 tires should be considerably less than what I paid, yet they refused to offer a fair price adjustment or provide the current years tires as displayed.I have retained proof of the websites images, including screenshots and screen recordings, demonstrating the misleading information. I request your assistance in this matter, as I believe that a partial refund of $200 or $300 is warranted, given that the 2021 tires are not worth the $1400 I paid.Thank you for your attention to this issue. I look forward to a prompt and fair resolution.

  Business Response

  Date: 18/11/2024

  Hi there,
  
  Thank you for reaching out to us with your concerns regarding your recent purchase of ******** winter tires. We appreciate the opportunity to clarify and address your points.
  
  At CanadaWheels, customer satisfaction is our top priority, and we strive to provide accurate information to help our customers make informed purchasing decisions. However, we would like to explain a few key details regarding tire manufacturing and storage:
  
  *** (Date of Manufacture) Disclosure:
  While we aim to provide detailed and accurate product descriptions, we do not display the *** or manufacturing year of tires in product photos or descriptions on our website. This is because tire ***s can vary between batches of stock, and we cannot guarantee a specific year.
  
  Industry Standards for "New" Tires:
  Tires manufactured within the past three years are widely regarded as "new" in the tire industry. A 2021-manufactured tire is well within this range and retains the same performance, safety, and durability as more recently manufactured tires when properly stored.
  
  Storage Conditions:
  All tires we sell are stored in climate-controlled environments designed to preserve their integrity and optimize their lifespan. This ensures that even tires manufactured a few years ago maintain their original quality and performance characteristics.
  
  Pricing Considerations:
  Our pricing reflects a range of factors, including brand reputation, performance characteristics, and market demand. While the manufacturing date might seem to impact the perceived value, the quality and performance of the tires you received remain uncompromised.
  
  We understand your concerns about the discrepancy between your expectations and the product received. To resolve this matter, we are happy to offer you a free return process. Please send us an email at ********************************** and our team will initiate the return for you at no additional cost.
  
  Thank you for bringing this to our attention and for giving us the chance to address your concerns. We value your business and look forward to ensuring your satisfaction.

  Regards,

  CanadaWheels

  Customer Answer

  Date: 18/11/2024

  Complaint: 22519286
  
  I am rejecting this response because: The website clearly misguided me to the wrong product. I have already installed the winter tire because of the weather condition at my city so returning the product is not possible. However I believe I have spent more money on this product while comparing the market price of 2021 manufactured tire. Therefore, I would request to refund the some percentage of money as per the market price of 2021 tire.
  
  
  
  Sincerely,
  
  ****** Pyvallil ***********

  Business Response

  Date: 19/11/2024

  Hi There,

  Please note that a tire with a 2021 DOT (****************************) manufacturing date is recognized as a recent and new product within industry standards. The manufacturing date does not affect the tire's price, which is determined by factors such as quality, performance, and prevailing market conditions. This aligns with the assurances provided by ******** and other reputable tire manufacturers.
  While we initially offered to facilitate a return, we understand that the tires have already been installed and used, making a return no longer feasible. However, as a gesture of goodwill, we are pleased to offer you a partial refund of $120.

  Regards,

  CanadaWheels

• Initial Complaint

  Date:26/09/2024

  Type:Delivery 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 ordered tires on Sept 12th, 2024. they still not have been shipped. I've been getting the run around for weeks. I've missed appointments, work, dinners, I cannot leave in fear of missing this shipment (courier does not have distribution centre nearby and i live in an apartment)

  Business Response

  Date: 27/09/2024

  Hello, we sincerely apologize for the inconvenience. We encountered an issue with the courier company regarding your order. However, your products were delivered on September 26th.

  *****************************************************************************************************************************************

  We are sorry for the delay,

  Regards,

  CanadaWheels

• Initial Complaint

  Date:28/12/2023

  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.

  The original complaint started on DEC 14, 2023 Re:[## ****** ##] Order #****** - Price Matching They claimed to have price matching but didn't honor the amount. Hello Sales Its NOT priced match. Canada Wheels total invoice was $1414.85 CDN. The competition was a total invoice of $1099.71 CDN. It was cheaper cost per tire and they also had a website promo code. I'm attaching the screenshots again but the website. When I sent the request the promo code was active.The refund I only got was $137.27 but the total refund should have been $315.14. Please kindly refund me another $177.87 Lastly I have not gotten an email on shipping yet, it has been in processing still. I talked with a phone CSR and they said it would arrive early next week and the garage is waiting to book an appointment. Thank you, speak soon.

  Business Response

  Date: 15/01/2024

  Hi there,

  We are pleased to inform you that we have successfully applied a price match to that purchase, as evidenced by the attached invoice. However, due to our adherence to the manufacturer's MAP policy, we are unable to extend our competitor's promotion to our prices.If the customer had been inclined to take advantage of the competitor's promotion, we could have promptly issued a full refund, providing them with the flexibility to place their order with the other company. However, we have not received any such request from this customer. Order was delivered on 2023-12-28, please find the tracking details in below

  ******************************************************************************************

  Please let us know if you need any further details.

  Regards,

  CanadaWheels

  Customer Answer

  Date: 15/01/2024

   
  Complaint: 21063349
  
  I am rejecting this response because: I was not made aware of the cancellation policy and also the manufacture MAP policy. Secondly, the company took longer than excepted to process my order. Also when I requested a price match, magically the tires were shipped and there was a delay in the response time when I requested for a price match. 

  Per my email, after DEC 14, 2023 I had no further response from the company on the price matching or the were about my order was. All that followed as an email stating my order shipped and here is the ****** tracking number. See email thread from the attachment. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 15/01/2024

  Hi there, 

  We informed the customer on December 14th that we had successfully price matched and provided him with the updated version of his invoice (attached; you can find a copy of the thread). Our price match policy is clearly outlined on our website (*************************************************). According to our policy, we could have denied this request since his order was placed on December 8th, and he requested the price match on December 11th, the same day the product was advertised on the competitor's page. However, we went above and beyond our policy to assist this customer as a gesture of goodwill and price-matched his invoice accordingly.

  Thanks,

  Canadawheels

  Customer Answer

  Date: 16/01/2024

   
  Complaint: 21063349
  
  I am rejecting this response because: Your policy is contradicting as one says statement says you offer the lowest price guarantee and the other policy has conditions. The policy is misleading and difficult to find on the website. 

  If someone would have told me when I called and spoke with a CSR or on the email I would have cancelled my order as it didn't ship yet and purchased for the other vendor. Even on my email when I asked where my order was I got no response (delay tactic) from the business so they could have enough time to process and ship the order so I can't cancel the order. 
  As previous noted no one ever did response to my email and just ignored my questions. 

  I'm asking for the complete price match of the other vendor before I proceed with more reviews on the company. I have a massive following on social media to share my experience. 

  Sincerely,
  
  *********************

• Initial Complaint

  Date:23/02/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Bought wheels to mount my summer tires on. Provide info on my vehicle and they provided 3 options. Even had an icon to tap showing the wheels on my vehicle.
  Made the purchase,they shipped the product.
  Pulled a rear wheel off to dry fit and they looked great, did not do the same to the front, I’m 70, mobility issues.
  Took them to a tire shop, they mounted my tires, but they would not fit on the front.
  Had the tires removed, wheel show no signs of damage, but Canada Wheels will not take them back or assume any responsibility for this problem. Say the rims are no longer new.
  Interestingly, they also sell tire and rim mounted options, am curios if they would not assume responsibility had I gone that route

  Business Response

  Date: 24/02/2023

  Our fitment guarantee is based on the wheel specifications and the available vehicle data, and based on this information, the manufacturer did approve the fitment.
  
  
  However, we do acknowledge that there is room for error, which is why we require our customers to test fit their rims to both the front and rear of the vehicle prior to mounting. This is clearly communicated via the installation instructions that are sent following the order placement.
  
  
  We apologize that you are experiencing issues with the fitment; the rims had not been mounted, we could accept a return for a full refund based on the fitment error.
  
  Because the rims have been mounted, which is in violation of our return policy (CanadaWheels Return / Exchange policy) as well as the manufacturer's, and we cannot accept a return. 
  
  

  Customer Answer

  Date: 24/02/2023

  
  
  Complaint: 19457578
  
  
  
  I am rejecting this response because:if the manufacturer approved the fit, why don’t they absorb the cost for misinformation?

  I asked for rims that fit,gave all info on my vehicle, so why should I have to absorb the full cost for something that never would have worked?

  You are the wheel experts, my vehicle has not been modified in any way, so why should I accept that this is my fault!
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:25/10/2022

  Type:Delivery 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.

  Dear Sir
  This is regarding the Canadian Wheels (***** ****** ***********).I did purchase wheels on 19th Oct 2022,I did place a request for the cancellation /Rteurn before the order was delivered through the online account and the same request was registered at very same time .The return /cancellation request was done as the wheel size sent by them was not recommended by the car company ***** (the details of the side door sticker and car VIN details were shared) .By that time the order was not delivered and it was in progress.
  
  After 2 days ,the wheels got delivered to my address.I called up the customer service that despite the request for cancellation, the order was delivered as the size they sent were not compatible with my car and they had deliver it despite the cancellation request .
  The agent informed me that 65 CAD plus the tax will be deducted from my refund .I fail to understand that when the product delivery was cancelled before it was delivered ,why did they deliver it and the charges were never mentioned on their website and moreover the size was inappropriate with my vehicle.
  I request you to kindly look into this and help me in getting the full refund.
  
  Regards
  ****** *****
  I requested them for

  Business Response

  Date: 28/10/2022

  Hi Team,
  The customer submitting this complaint placed an order on the 19th of October.
  (Customer’s order ID was shared by him on the *** complaint. This shows the date his
  order was submitted through our site)
  His order was then fully processed and prepared for shipment on the 20th of October.
  On Sunday, October 23rd, the customer submitted a Return Request on his order, looking to
  cancel the order entirely. Please note our offices are only open Monday-Friday, so we were
  closed when this came in. We reviewed the customer’s request on Monday (The first
  business day following his request over the weekend), but the order was already shipped out
  to our customer. We will not immediately share the tracking link in this response to protect
  customers identity, but a screencap of the tracking for your review shows the order has left
  our facility before the customer’s request to cancel, (see attached the tracking details).

  Please note we do not guarantee an order can be cancelled after it is placed, anywhere on
  our site.

  The customer claiming that the order was delivered despite cancelling is false, as the order
  was never confirmed to him as being cancelled.
  The customer then sent in an email request on the 24th of October requesting to return his
  order. He was informed that per our return policy, we only conduct free returns on cases
  where an item does not fit on the vehicle. In this case, the customer could return his order,
  but there would be a $65 + tax deduction from his refund for the cost of the return shipment.
  This quote is derived from our courier service.
  After this was sent, the customer then claimed that he needed 20” rims and not the 18” rims
  that he ordered. We advised him that 18” rims are a fitment for the vehicle on his order, and
  if he had any issues fitting the rims onto the vehicle to please let us know and we will look
  into that for him.
  He then claimed it was never mentioned on our website that he would need to pay shipping
  (this is also seen in his review).
  Our return policy is easily accessible on our site, and does outline that unless there is a
  fitment error with the vehicle, return shipping is at the cost of the customer. We then sent him
  the link to our return policy for his review.
  He then sent in an email stating that his vehicle was a 2022 ***** CX9 GL-S model, thus
  the 18” wheel options would not fit. We replied stating that that is not the vehicle he entered
  on the order. He entered a 2022 ***** CX9 GL model, not a GL-S. These are two different
  vehicles, and it is important to note that for the vehicle he entered on the order (GL), the 18”
  wheels he ordered are the OEM diameter. We invited him to share his VIN number as well
  as his door sticker showing his tire size so we could see if the wheels on his order would still
  work for his vehicle, as the vehicle he entered for us to fitment check on was different.
  Customer got back to us on this stating the issue was that he already had 20” tires, and thus
  the 18” wheels would not work, and that based on this we offer a free return. We replied
  stating that unfortunately there is no way for us to guarantee fitment to a customer’s
  preexisting tires, as we have no way of knowing what tire size a customer purchased from
  somewhere else. We can fitment check the wheels to the vehicle itself, but not to tires we did
  not supply.
  He then sent in his VIN number, showing that he has a GL-S model. He then called in to our
  sales line on the 26th requesting to speak to a manager, in which he again confirmed that
  the fitment error is a result of the fact he put in the wrong vehicle on the order.
  We replied to him via email, stating that after reviewing his case, and outlining the same
  facts presented here, we could not offer a free return. We did inform the customer that he
  can still return his order if he chooses to, but the shipping would need to be deducted from
  his refund.
  We have records of all communication saved for review if needed.

  Ultimately, the customer is upset and is requesting a free return because he attempted to
  cancel the order after it had left our facility, and his wheels will not fit the tires he bought
  somewhere else. Please note the customer entered incorrect vehicle data on his order, and
  thus there was no way for us to confirm fitment for the vehicle he actually has. Furthermore,
  we have no way of knowing what tire size a customer has if the tires are not purchased from
  us. The customer was sent exactly what he ordered. We would be happy to accept a return
  on this order, but we cannot absorb the shipping cost on an error that is not our fault,
  especially when the reason for this shipping cost is outlined in our return policy.