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Business Profile

Department Stores

Canadian Tire

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Department Stores.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:27/06/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 9, I serviced my car at this location for a tire changeover. On June 23, while driving the car, the front right wheel fell off, all 5 studs broke. It was normal driving conditions, no potholes, no heavy loads. The car has not been serviced anywhere else between that time, no other work was done on it. This car is rarely driven as owners work from home.

    The repair for the fallen wheel was done at the same location, with a bill of $1097.54. There's slight damage to the front right fender of the car, causing the front passenger door to not be able to open fully.

    On June 27, I spoke with **** ****** the service manager of this location. He claims that Canadian Tire has nothing to do with the latest incidents and there's nothing he can do for me.

    I'm seeking recovery of my repair bill at this location, and repair of the front right body, to make me whole.

    Business Response

    Date: 08/07/2024

    To whom it may concern:

    My Name is ***** ****** and I’ve been asked to respond on behalf
    of *** **** and Canadian Tire store 087.

    I have to start by correcting the original statement by the customer.
    The work was originally performed March 9th 2024 and not May 9th as indicated in the customers original concerns.

    There have been 2536km traveled between the repair and the
    incident.   

    It is my understanding that the store has installed the
    wheels to specifications does not feel that they could have predicted nor
    caused the concerns that you’ve experienced. 

    Thank you for allowing our office the opportunity to
    respond.

    Regards
    ***** ******  

    Automotive Case Manager

    Customer Answer

    Date: 12/07/2024

    Complaint: ********

    Thank you for your response. I am rejecting this response because:

    Firstly, thank you for your correction, the previous servicing was indeed performed March 9th 2024 at Canadian Tire, I had mistyped in my initial statement.


    However, my point stands. The only reason a wheel can fall off as it did for me, all 5 bolts snapping and no other issues identified,  is due to poor service work on the wheels, either over or under torquing. This is the reason provided by mechanics and can be echoed via a ****** search. 


    There was no other work done on the car anywhere besides Canadian tire, including the repair of the fallen wheel, as such I’m seeking compensation for the repair. 

    Sincerely,

    ***** ****

    Business Response

    Date: 27/08/2024

    Good Morning,

    1. Wheels are hand torqued in our shop to manufacturer
    specifications.

    2. Customer was advised in writing in bold print on page 1 of the customer's invoice. “Wheels can
    experience a ‘seat in’ period that may cause a loss of clamping force, As
    a result after any service that requires us to remove the wheel from your
    vehicle it is important to bring the vehicle back to us after driving
    between 25 and 100 km for a free torque check on all wheel nuts or studs
    to manufacturer specifications.”   Ms **** did not bring her
    vehicle back to us at any time for this free service.

    3. Car was out of our possession for 107 days and was
    driven 2546 km.

    I’m not sure what else we can do here to help her. She never brought
    it back for a retorque at all, and furthermore she drove more than 20 times the
    recommended distance for a retorque. The complete disregard of our instructions to retorque the wheel nuts leaves the responsibility of this repair solely on the customer.


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