Canadian Tire

I am really disappointed with the customer services provided by the Langley Canadian tire store. I purchased a Motomaster Oeplus car battery with installation (as my mechanic was closed). It turned out to be defective and problematic within half a year. The battery has a warranty of 4 years, however it is impossible to exchange the defective unit.

Here is a synopsis of my situation…

-In May/23, I purchased the battery with installation.

-Within half a year, I had difficulty starting the car and had to request tow truck services multiple occasions to jump start.

-Late one afternoon in Nov/23, I took my car to your store, but the auto associate stated they could not fit me in. Really? How long does it take to test a battery? The amount of time spent refusing services, your associate could have tested and replaced my battery.

-To top it off, they wanted the customer to take the battery out, otherwise they would charge $150 for testing a battery that was purchased / installed by your store? Why was this not explained during the purchase?

-I had no tools and the unit was quite heavy. What is the point of having it installed by your licensed mechanic?

Also the installation was almost equivalent to the price of the unit!

-I was stranded and knew the conversation was not getting anywhere. I had no option but to leave my car there overnight and wait for them to call. I really did not want to call the tow truck again.

-The next morning, I did not receive any call. It was a good 1/2 hour transit to commute back to the store, and to find no one looked at my car yet.

-It was really frustrating, as I was there for another few hours. Eventually, an auto manager got someone to test the battery and confirmed the battery was low, so they took some time to recharge.

-After a while, the manager indicated they cannot replace under warranty as they were able to recharge… really? - They also advise, if it happens again, I can come back the next month and they will test again.

-I was speechless, a big retail store won’t even provide proper customer service or back up their products.

-I left the store feeling cheated. I had limited knowledge and unable to return a defective item that is supposed to be under warranty. What is the point of warranty when I have to pay $150 testing fee? I can literally buy a new battery!

-The next month, I had no issue. However, my car did not start again in Feb/24.

-I happen to be at Costco and they were able to give me a boost. The mechanic there was very nice and knowledgeable. They took a look and stated my alternator and starter appears to be good. They suggested that I get a replacement battery as it should still be under warranty.

-The same day, I purchased a new Kirkland battery and drove directly to my mechanic to install. There, they tested and confirmed the Motomaster battery was low. My mechanic also completed various diagnostics tests and a full system check of my vehicle to ensure there was no issue. All the parts (wiring, alternator, starter, engine, etc) were connected & running properly.

-I had no issue with the new battery since.

-Earlier this week in March, I returned the Motomaster to your store. Your associate tested and indicated they cannot exchange as the reading was good.

-It is really frustrating as the battery was noted low on few occasions but if it recharge then the warranty is not applicable?

This is my only vehicle which I drive regularly. There is no reason and it is ridiculous to purchase 2 batteries within a year. Factoring in the installation, that is nearly 3 batteries!

Also contacted the store Manager, Brett and received no response. It should not be this hard to change a defective battery. My timeline of events clearly support a refund. I even asked for a store credit and was denied. This is not right… please review and make it right.

Thanks

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