I had a very bad experience with Canadian Tire although I have been a loyal customer for more than 5 years.
Everything started in April 2008 when I discovered gas was leaking when I was filling up the gas tank. I brought the car to Canadian Tire in Ville St-Laurent. I thought the problem was the pipe leading to the tank but they said that there was a hole in the tank. Fine. I approved the work and I paid.
The next time I put Gas in the car the gas was still leaking heavily under the car. This was two months after the work was done on the car. This might sound like a lot of time to fill up the gas tank again but this our second car and we live near a subway station. So, I essentially I drive the car once a week to go to the gym during the week end while my wife go to see her parents in the suburb. Anyway, nobody needed to trust me on this one, the odometer showed clearly that the car had only a limited number of additionnal kilometers since the last time I came to Canadian Tire. That's was not even the equivalent of two Gaz tank as my car consumes 12 liters per 100 kilometers.
Here it starts
1) BAD CUSTOMER SERVICE
I called the mecanics in the afternoon the following day.
- Hi, my name is Oliver you left me a message regarding my car, I am calling you back.
- The mecanics being very arrogant: ''Yeah I left you a message, that was like 6 hours ago! ''
Sorry my friend, I brought the car the day before, I gave the number to reach me at the office and you called me at home. I tend to be somewhat busy during the day as I am a director in a big canadian company like Canadian Tire for example. So I do not spend my time checking my voice mail at home.
2) UNFAIR PRACTICE
Once I made the mecanics realized (he kept arguing it was my fault) he had been very arrogant for nothing he explained me that the problem was the pipe leading to the Gaz Tank.
There was still a warranty on the last job but it was related to the Gas Tank not the pipe so I would have to pay for the part and the time.
I thought it made sense to pay for the part but not the time as the problem should have been diagnosed when the Tank was changed. Remember, the problem repeated itself the first time I filled up the gas tank.
3) BAD SERVICE AND UNFAIR PRACTICE
I spoke to the car centre manager. It took me 30 minutes to reach him as I was transferred and put on hold between 3 different persons.
He said that my problem was related by normal use and that it could not have been diagnosed before. I tried all the argument. I was not even offered a discount and I did not even get an excuse for the inapropriate behaviour of its employee.
Remember, I have been a customer for more than 5 years without any complaints.
I said that I refused to do the job and I will come to get my car in the evening. the only I asked was to make to sure to have my latest bill including the warranty at the entrance as it was kept by them the day before.
When I arrived there, the document was nowhere to be found. I had to wait 20 minutes to be told that I would have to come back tomorrow. I did not come back. This Canadian Tire is at 20 minutes from my house.
4) BAD CUSTOMER SERVICE. BEST OF THE BEST.
Today! I decided to call the store manager. I had received an automatic dialer call this week to invite me to call him directly if I had any complain about the service I received. I spent 20 minutes on the phone. I was transferred between 3 different employees. Each one said they would transfer me to the store manager. After that, somebody hanged up on me. So decided to write this complain on my vacation day.
CONGRATULATIONS CANADIAN TIRE IN VILLE ST-LAURENT!