Complaints

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

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Costco Wholesale Canada Ltd. HQ has 49 locations, listed below.

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• 

  Costco Wholesale Canada Ltd. HQ

  415 West Hunt Club Road Ottawa, ON K2E 1C5

• 

  Costco Wholesale Canada Ltd. HQ

  100 Biscayne Crescent Brampton, ON L6W4S1

• 

  Costco Wholesale

  41 Molson Park Dr Unit 41 Barrie, ON L4N 6E7

• 

  Costco Wholesale

  1 York Tech Dr Markham, ON L6G 1A6

• 

  Costco Wholesale Canada Ltd. HQ

  9901 116 St Grande Prairie, AB T8V 3Y3

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:07/12/2023

  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.

  My oil was changed at Costco on Sept 10/23. The evening of Sept 28/23 a message came on my dashboard reading "engine power reduced" vehicle was parked at my boyfriend, ****** ********'s home, car was not driven, I was without a vehicle. He checked oil, oil was so low it was not showing on dipstick. He returned to Costco on Sept 30, ******* ******* ***** advised ****** that perhaps the technician did not reset the gun when oil change was completed on my vehicle. It should be noted that the person that completed the oil change was new to this department. ***** gave ****** a 5 litre jug of oil, he returned home on Sept 30, put 3/4 of the jug of oil into my vehicle & returned vehicle to Costco where oil change was re-done & money refunded on a Costco gift card. Car was re-set & appeared that vehicle was fine. On the evening of Oct 11/23 my daughter was driving home from St. Clair College & same message appeared on my dashboard "engine power reduced" Vehicle was parked at **** ***** ********* in Essex & tested on Oct 17. It was indicated on service report that engine would have to be torn for repairs or engine replaced. As per ******* ******* at **** ***** *********, there is no signal on my vehicle that would alert me to no or low oil in my car. It was also indicated by the ******* ******* that it is highly likely that damage caused to my engine was due to driving my car on low oil for a period of time. I have never had an issue with my 3 year old vehicle until it was serviced at Costco. I receive reports from *** every month which alerts me to any issues my car may require, every month it indicates in these reports no issues. I have had no issues until my oil change at Costco. I have always had my oil changed at ** dealerships since my vehicle purchase in Aug 2020, first time at Costco in Sept/23. Complaint email sent to Costco corporate office on Nov 18/23. Phone call received from *** ******* ******* at Costco on Dec 2, I was advised insurance rep would contact me.

  Business Response

  Date: 27/12/2023

  We have maintained a denial position to the member's claim for damages as the member has not substantiated any evidence to support that Costco Canada was deemed negligent. We hired the largest auto appraisal company to assess the damages as a courtesy to the member and paid for the inspection and they confirmed an oil change could not cause this damage and were caused by mechanical failure. 

   

  Thank you 

  Customer Answer

  Date: 02/01/2024

  
  
  Complaint: 20968382
  
  
  
  I am rejecting this response because: these are the facts:

  I have never had one issue with my vehicle prior to service at Costco. My vehicle is 3 years old, I am the only owner, have maintained it through regular oil changes at ** dealerships since it was purchased and have not experienced one problem since deciding to have the oil changed at Costco when my tires were rotated. The individual that completed the oil change on my vehicle  was a new employee in this department, the ******* ******* indicated that this technician "may have not reset the gun when the oil change was completed." A 5 litre jug of oil was provided to my boyfriend to return to his home to put into my car, the oil I was driving with was so low it wasn't showing on the dipstick, 3/4 of this 5 litre jug was put into my vehicle, that's how low the oil was. My vehicle was returned to Costco to have the oil change re-done, which was completed by a technician with 20 years experience (as per the ******* *******).

  The insurance company, ********* ******* ****** reviewed 2 things in their denial decision:

  1. Video footage of the second oil change, completed by an employee with 20 years experience. The video footage of the original oil change, where the problems originated was not reviewed as apparently this video footage was not available any more. The video footage of the second oil change has absolutely no bearing on my case. The individual I spoke to at ********* ******* ****** stated that "We can assume the first oilchange was completed correctly as Costco trains their staff." 

  2. Pictures of my vehicle were reviewed in the denial decision. As per the Service Department at **** ***** *********, the damage my vehicle suffered was highly likely due to driving on low oil for a period of time. My engine would have to be torn down to determine exact cause of damage, which would cost approximately $1000.00. I asked the insurance representative if the engine was torn down and this was pin pointed beyond a doubt that the damage was caused due to driving on low oil would it be covered by Costco. The insurance representative could not answer my question. There is no camera inside my vehicle to determine the amount of oil that went into my car.  My car has gone into engine failure since my oil change and Costco's insurance company is basing their denial on pictures and video footage of the incorrect oil change. 

  Please post my complaint and responses online to alert others to the problems I have experienced with Costco Service Department. My 3 year old vehicle that has never had problems, no recalls or mechanical issues is now in engine failure and Costco is making me responsible to pay this very high price.

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

  Business Response

  Date: 08/01/2024

  We have maintained a denial position to the member's claim for damages as the member has not substantiated any evidence to support that Costco Canada was deemed negligent. We hired the largest auto appraisal company to assess the damages as a courtesy to the member and paid for the inspection and they confirmed an oil change could not cause this damage and were caused by mechanical failure.

  Customer Answer

  Date: 09/01/2024

  
  
  Complaint: 20968382
  
  
  
  I am rejecting this response because: this is a copied and pasted response, same response previously submitted by Costco.

  I am not accepting this response as the denial decision was based on irrelevant information:

  1. Video footage of second oil change was reviewed which has no relevance to my case, second oil change was completed by staff member with 20 years experience. The problem lies with the first oil change where the problems originated.

  2. An adjuster attended the dealership where my car is parked, lifted the hood, took pictures and made a decision that the damage was caused due to mechanical failure. In speaking with a ******* ******* at **** ***** ********* a licensed mechanic would have to tear down my engine to pinpoint reason for mechanical error. He indicated that it is impossible to state that the problems resulted from mechanical failure based on pictures alone. I was under the impression that when the adjuster went out to view my car there would be some sort of investigation not just re-iterating what was indicated on the initial assessment at the dealership.  Pictures of my car were taken on Oct 23. 2023, it took until Nov 17. 2023 to deny the claim. When the adjuster attended the dealership he asked the ******* ******* if this damage could be done from driving on low oil, the ******* ******* stated "Absolutely. "EXTREME DAMAGE can occur when driving on insufficient oil.

  I have done my own research online with regards to driving with low oil. This is taken directly off the internet:

  "Heat can be a killer for engines, especially for those with low oil levels. When your engine runs low on oil, it loses the ability to transfer excess engine heat via the engine oil. Without an ample amount of oil to carry away excess engine heat, the engine itself becomes more vulnerable to heat-related damage. Overheating can cause multiple engine components to warp out of spec,  which would cause various performance and efficiency issues. For example,  excess heat can cause an engine's cylinder head to warp out of shape, meaning it no longer fits flush against an engine block. Without a flat, flush mating surface, thr engine's cylinder head can leak oil and coolant into places neither belong. Not only does cross-contamination become a problem, but the engine may also lose cylinder compression and suffer further overheating via coolant loss. In short, low oil levels can potentially lead to overheating, which in turn causes further damage to internal engine components. "

  According to the response from Costco "they confirmed an oil change could not cause this damage and were caused by mechanical failure." My claim is not that a perfect oil change caused this damage, my claim is that the damage was caused due to insufficient oil in my engine when it was changed.  When a car runs on low oil damage starts to occur. There is an abundance of information online with regards to this. As per the ******* ******* at Costco, he indicated that perhaps the technician did not reset the gun for my vehicle when the oil was changed, therefore resulting in insufficient oil, 3/4 of a 5 litre jug (which was provided by Costco) was put into my vehicle before returning to Costco for second oil change to be completed.

  I have asked **** ***** of ********* ******* ****** (Costco Canada Liability) for a copy of the report from the adjuster that made the decision regarding my engine, to which I was told I would have to get a copy from Costco or the ****** ******** ******.

  I would hope that when Costco responds to this information they have an actual response with copy and pasting the same irrelevant information

   

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

• Initial Complaint

  Date:05/12/2023

  Type:Customer Service 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.

  I purchased a heat pump system via an advertisement from a Costco warehouse. Costco was well aware that their preferred vendor had a clause in their contract that guaranteed a refund with no loop holes within the first two years of purchasing the heat pump, despite Costco claiming there are no refunds available. The system has not worked more than 1 day, the customer service has been abysmal, and there is significant damage to my property as the vendor did not install the system correctly, and resulted in a flood in my basement. I paid additional to have the vendors electrician do the necessary electrical work, only to find out they broke several regulations. I will be going to the media about this matter and have been in contact with my lawyers regarding a class action law suit as several other members from Costco have experienced the same issues.

  Business Response

  Date: 14/12/2023

  Thank you for bringing this matter to our attention. 
  We have reached out to the **************** and advised him that the heat pump installation company will void his financing contract for the heat pump system - his desired settlement. 

  Customer Answer

  Date: 15/12/2023

   
  Complaint: 20964889
  
  I am rejecting this response because:
  ******************** is not willing to refund my system without several conditions, despite the contract from the vendor stating I can get a full refund with no loop holes guaranteed. ********************s own insurance brokers advised me against signing this outrageous document as it doesnt make any sense and would hurt me as a member in the long run. ******************** was well aware of the no loop holes guarantee that their vendor had in place prior to my purchasing the heat pump system and still will not adhere to the contract in place. Attached document proves that if I sign this document I cannot sue ******************** for the damages my property sustained from the poor installation and inferior equipment that their chosen vendor installed in and on my property. As a member I would have assumed ******************** would live up to their code of ethics where it mentions take care of our members,  but sadly this is not the case. I have been more than reasonable in this matter and have tried to meet ******************** and their vendor half way despite it s******* me over, but they chose to ignore, misrepresent, and insult me. This basis either refund the system without conditions as per the guarantee from costcos appointed vendor, or I will have to press this matter further which will involve getting media attention, taking legal action, and any additional steps I feel necessary to get a positive outcome in this matter. Please also note that this system should be fully refundable based upon the membership agreement under the section of refunds. It does not state anywhere that I cannot get a refund for a heat pump. ********************s no refunds policy was not presented or advised at the time of purchase, but the option to return the system no loop holes guaranteed with a full refund was presented at the time of purchase, contrary to ********************s merchandise guarantee. 
  Product and Membership Guarantee
  On Membership: We will cancel and refund your membership fee at any time if you are dissatisfied.
  On Merchandise: We guarantee your satisfaction on every product we sell, and will refund your purchase price*, with the following exceptions:
  Electronics: ******************** will accept returns within 90 days from the date of purchase for televisions, major appliances, projectors, computers, cameras, aerial cameras (drones), camcorders, digital music players, tablets, smart watches, cellular phones (return details will vary by carrier service contract), and other electronic products identified by ******************** from time to time.
  Diamonds: Members returning items containing a ****ct diamond or larger must also present all original paperwork (IGI and/or *** certificates). ******************** warehouses will require additional time to verify the diamond, in which case a refund will be approved upon positive verification. This process will require approximately 2 to 5 business days.
  Cigarettes and alcohol: ******************** does not accept returns on cigarettes or alcohol where prohibited by law.
  Products with a limited useful life expectancy, such as tires and batteries, may be sold with a product-specific limited warranty.
  Custom ************ Services: Custom product(s) manufactured to our members personal and unique specifications cannot be returned or refunded, except for warranty repair/replacement due to failure to meet specifications or as otherwise to the extent required by law.
  Gold bars and gold bullion cannot be returned or refunded.
  Silver bars and silver bullion cannot be returned or refunded.
  ******************** may in the future restrict its return policy regarding these and other products. Restrictions will be shown at the point of purchase.

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

  Business Response

  Date: 22/12/2023

  Costco was made aware of this matter in December 2022. We are working with the member to try to resolve the issue and will continue to do so.

  Customer Answer

  Date: 12/01/2024

  I have tried to get Costco to refund a defective heat pump unit, they keep saying that they are working with me, but then they stop answering all emails. I have three small children in my home and there is no heat. The temperature outside is -12 Celsius. Costcos appointed vendor who installed the defective heat pump also refuse to carry out any warranty work while this claim is being settled despite a contract in place between Costco, ***** and ****** (Costcos appointed vendor) and myself

• Initial Complaint

  Date:02/12/2023

  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.

  Delay in delivery from promised date and poor quality of resolution

  Business Response

  Date: 15/12/2023

  The member has been contacted and issue resolved.

  Customer Answer

  Date: 15/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:29/11/2023

  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 bought the iPhone 14 at Costco on November 19th. I took the Black Friday offer that a lease plan with monthly payments of $20 on two years with contract.
  However, a week later(Nov 26th), they were running a promotion for $15 which was $5 cheaper so I asked for a price match. Even though they could have given me a better deal which is $45-75GB, they mistakenly didn't give it to me so I got $50-75GB. They accepted my request and promised to match the price for lease plan and provide a better plan. They wanted me to wait by tomorrow but they did not contact me. Therefore, I contacted them again the next day(Nov 27th). They said we were too busy to work on Black Friday. I was worried that the promotion would end. I wanted the problem to be resolved quickly. So they told me we will definitely resolve it and not to worry about it. However, some guy contacted me at 10pm and asked me once again what was going on. I ended up explaining it to him again and getting a promise to resolve the issue by tomorrow and get back to me. However, they said that the promotion ended the next day(Nov 28th) and that they could no longer accommodate my request. I trusted them and waited, but did not receive satisfactory results.

  Business Response

  Date: 02/12/2023

  The complaint has been sent to out Langley Location for resolution 

• Initial Complaint

  Date:28/11/2023

  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 requested to return the item, immediately after I ordered it online.now on Costco portal it shows item is returned, but the money is not refunded to my account.Moreover, I havent received the item yet, but Costco said item is shipped and they wont refund the money unless I return them.

  Business Response

  Date: 30/11/2023

  We have send this complaint to our ecom team for follow up 

• Initial Complaint

  Date:21/11/2023

  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.

  Bought prescription glasses from Costco in December 2022 Left arm of glasses was damaged Costco refused to change despite still being under warranty. I was told to pay in full for new glasses and then later they will considered refunding me. ****** assured me to look into it and told me will call, which she never did.Went back and same old story, I have to buy (700 dollars) to get new glasses and then they will refund for my old glasses later. My argument is while they are still under warranty then why I have to pay (I cannot afford to pay 700 dollars) they should simply change my glasses as they are under warranty.Spoke with manger, she promised to call with solution and as of today no call from her. Running of of warranty in few weeks and need this issue to be resolved.Costco should simply replaced my glasses with out asking me to pay first.

  Business Response

  Date: 24/11/2023

  We spoke to the member and advised that the damaged Oakley frame is no longer available to replace. 
  we advised the member to come in to see me to get a refund on the damaged order and choose another frame to process under warranty.
  We will rush the order to ensure prompt member service and he will return the damaged pair once the new one comes in.
  Member was happy with this solution.

  Customer Answer

  Date: 27/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:19/11/2023

  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 purchased an iPhone 15 pro max, white, 512GB value $2305.19 after tax. But I never receive the item. it showed arrived in Mississauga in 18th Oct, and estimate delivery date 21st Oct, but it never out for delivery. I asked both *** and Costco, they both open a investigation, but their investigation team never contact me and never give me any update. I contacted Costco many times, customer service agent said they know nothing about the investigation, I have no choice but wait for investigation team to contact me. They sent me 2 emails, first ask for police report, i gave them, the second one was denying the refund. They denied my replacement request and refund without any explanation. I sent many emails to them but NO response. And during the investigation, *** need the sender provide the merchandise description, there's no one in Costco who response to ***, which lead the investigation in *** closed twice because they did not receive any response from Costco. I'm extremely upset with how Costco treat me, I'm a membership and I paid for the item, I never receive it. Costco not only refused replacement but denied refund. I spent more than $2000 for nothing! That's not acceptable. And during the investigation, there investigation team really don't want to help. They did not contact me and not reply to my email. Can someone help me with that? I don't want the refund, I want my phone. I require a replacement for my order! Thanks

  Business Response

  Date: 02/12/2023

  The complaint has been sent to our Ecom team for resolution. 

• Initial Complaint

  Date:10/11/2023

  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.

  Despite numerous attempts to reach out directly, I have not received an acceptable resolution.Our experience was marked by continuous misinformation from the Costco Payment Processing team, spanning from sales to technical support and the manager of risk and loss prevention. Even the manager of risk and loss acknowledged on recorded phone calls that internal systems and processes were to blame for the closure of our processing account. Despite this acknowledgment, they continue to hold the funds they processed for weeks, putting my small business in jeopardy. For a small business, maintaining cash flow is vital for survival.They closed down our account due to their admitted misunderstanding of our business operations and an unusually high number of declined transactions. The high volume of declined transactions was entirely attributed to Costco Payment Processing's technical team, who activated exceptionally strict filters for address verification and transaction velocity. This led to an influx of declined transactions and, ultimately, the closure of our account within a week. It's important to emphasize that these challenges were entirely the result of internal decisions made by their team, and not a reflection of any wrongdoing on our part. I reached out to Costco Payment Processing regarding the release of funds totaling almost $26,000 USD (approx $36k CAD), currently held without merit. Despite providing all necessary documentation and stressing the urgency of this matter for my business operations, I have not received a positive response, and the funds remain unreleased. Senior management has been emailed, but there has been no response. I value transparency, and I hope this review reaches the attention of those responsible at Costco. The allure of co-branding and the trust associated with "Costco Payment Processing" **** me in. It's unfortunate to find myself in this situation, especially considering the trust I've placed in Costco.

  Business Response

  Date: 02/12/2023

  The member has been contacted and has been informed that the funds that were being held were released yesterday and should hit the account in 1-3 business days.

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 20855860
  
  I am rejecting this response because:

  I appreciate the efforts in releasing the held funds and refunding the fees (the application and monthly fee also has to be refunded and was not!  ). However, I must bring to your attention an ongoing issue that requires urgent resolution.
  
  Elavon is responsible and the source for creating chargebacks by displaying the wrong credit card names on our customers' credit card statements. We cannot accept liability for these discrepancies, as it is a direct result of ******'s error. We were assured by ******, from the initial days of going live, that this issue would be rectified within 1-2 business days. Regrettably, despite our repeated communications and recorded phone calls involving four individuals, the problem persisted throughout our service with *******
  
  Every chargeback we've encountered is solely attributable to ******'s failure to update the correct company name on our customers' statements, despite their assurances that they would address this issue. It is unequivocally ******'s responsibility, and they must acknowledge and rectify this error. Remarkably, we have experienced more chargebacks in a single week with ****** than in half a year with any other service provider. The incorrect representation on our customers' credit card statements led them to assume fraudulent activity, prompting chargebacks. This situation squarely rests on ******'s actions, and we have recorded evidence of these discussions during our phone calls.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 14/12/2023

  Costco contacted Elavon Payment Processing to ensure ****** worked through the member's concerns with their Elavon account.  It is our understanding the situation is resolved

• Initial Complaint

  Date:03/11/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On May 17, 2023, I visited the Costco *********** in ******************* to have a tire swap performed on my ****** Camry. Subsequently, I encountered issues with the Tire Pressure Monitoring System (****) for one of my tires. I brought this matter to your attention on two occasions, during which your technician, *****, attempted to address the problem by resetting the ***** Unfortunately, the issue was not resolved, and the **** continued to malfunction. What is particularly concerning is that I have previously faced similar issues with my vehicles. Just recently, my ****** Crosstrek encountered a problem when two wheel studs were broken at your ******************* facility. Additionally, I recall a prior incident in ********, where the **** of my ****** Camry was damaged during a tire swap. In both of these cases, Costco took responsibility for the damages and reimbursed me for the necessary cost from dealership. Given these past experiences and my trust in the services provided by Costco, I initially returned twice to your location for assistance with the **** issue. However, the incorrect instructions or solutions provided on those occasions led me to seek assistance from the dealership. It was diagnosed that the ** **** was cracked due to strong external force. I strongly suspect that this damage occurred during the tire swap at Costco. So, I visited the ** centre again in August, providing both the damaged **** and the dealership's receipt (pics attached). The manager reviewed the broken **** and acknowledged the likelihood that it had been damaged during the tire swap process. I understand that there may be concerns regarding the cost ($452.47) of the diagnose and **** replacement and the availability of a similar **** in your inventory. However, it is important to note that I returned to the Costco *********** twice to address the **** issue and was not provided with the correct solution. This led me to visit the dealership, incurring costs that could have been avoided.

• Initial Complaint

  Date:30/10/2023

  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 am writing to formally file a complaint regarding an incident of harassment that I experienced at the Costco warehouse near ******** Mall at *************************************** in ******* today.While I was shopping at the store, I was subjected to inappropriate behavior and emotional harassment by the employees whose names I believe to be ***** who identified himself as Security and ***** who said Im the manager and can do whatever I want. The details of the incident: I approached ***** to ask him about where I certain product was and he directed me to that lane. When I was there I saw that the product wasnt on the floor but on the first shelf above. I returned to ***** and told him and he said just grab it from there. Then I went back to get the product and as soon as I got the product , I was approached aggressively by ***** who told me he is security and that I am not suppose to grab an item from the first shelf. I have never seen someone this aggressive in my life. I was scared. I told him that ***** told me to get it and he started shouting at me and screaming at me and followed me around telling me to take him to *****. I was scared beyond belief at this point and thought he would hit me and assault me physically. I let him follow me and took him to ***** who completely denied sending me there and said your kind always does this. This is a racist comment. Then the two employees started laughing at me and told me to go about my day and belittled me in front of numerous other customers. I even identified myself as someone who has worked in retail, security and even in policing in the past and they told me this is our Costco and your kind likes to climb shelves.Instead of deescalating the situation they have put me through mental trauma and I had an anxiety attack.I immediately left and called customer care and reported this incident. I was in tears and the guy on the call calmed me down and assured me that he will look into the matter.I am scared and anxious

  Business Response

  Date: 12/11/2023

  Costco and the member have come to a resolution.

   

  Thank you

  Customer Answer

  Date: 12/11/2023

   
  Complaint: 20803276
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 13/11/2023

  We have forwarded the member inquiry / complaint to the ******** location for resolution.