May 3, 2007

Attention: General Manager

To Whom It May Concern:

Just a short note to express my amazement at the exemplary customer service I received at your store on May 3, 2007.

I pulled in to your parking lot at 7:25 AM and a staff member (I believe his name is David Delooze) came hurrying out of your front door asking how he could help me.

I asked if I could have a tire repaired and could it be ready by noon. The answer to both was an enthusiastic yes!

He took the tire out of my trunk and carried it inside and got my details.

I returned at noon and the tire was indeed fixed and the staff member carried it out to my car.

I asked how much? "This is on us, please keep us in mind when you need tires".

In view of the service I received there is no other place to buy tires but at your Kal Tire outlet.

I have never had such terrific service in any retail business anywhere in the world. Whatever you are doing to inspire your staff to provide service like this, you should patent.

Sincerely,

Doug Morrison
Edmonton

April 10, 2007

To Whom It May Concern:

I would like to formally compliment Vern Barker and his staff for their "extraordinary" service and craftsmanship displayed while traveling through Winnipeg.

I had the misfortune of an intake gasket failure just as I was arriving in Winnipeg and being unfamiliar with the local shops I quickly decided that Kal Tire had always been reliable in the past. I contacted Vern, who I must admit, promptly and politely answered the phone. He recognized my situation, then proceeded to arrange a tow-truck and transportation for myself upon completion of the repair. The repair was on time, on quote and very well done regardless of my short notice and understanding of my urgency to resume my trip. The staff, both front and back, were amazing in their efforts and should be duly noted as such. I am aware that you do sometimes include letters such as this in your corporate mailings and believe Vern and his staff should be congratulated on all their fine work and efforts.

Thank you to all those who contributed.

R Lockhart
Milton, On

February 22, 2007

Dear Steve,

Just a note of thanks to you and your excellent staff for the outstanding service you gave me the other day. I had brought in a tire that had a slow leak that one of your competitors failed to fix. Your skilled tire technician, Tim Lamaak, was able to immediately find the problem and quickly fix it.

I found your company to be a breath of fresh air. I was greeted cheerfully by inside salesman, Chris Lemesurier in the parking lot when I arrived, and you greeted me with a friendly manner when I came into your store. I was also offered coffee from your new coffee machine. One of the things that impressed me from the beginning, was that you and your staff were happy to see me and were glad to help me with my problem, even though it was only a flat tire repair.

As a salesman, I am particularly tuned into the attitudes a store or vendor displays when I want to do business with them. It is becoming less common in the marketplace to encounter the excellence that your company offered me that afternoon. I make a point to let excellent companies know when I encounter them and that is why I am writing you today.

When the time comes for me to buy my next set of tires, I will buy them from your store. I will also spread the word that a customer needing a tire solution can go to Kal Tire with confidence that they will be treated in a timely manner with courtesy and professionalism.

Sincerely,

Wayne D Anderson
Whitby, On

January 7, 2007

Attention: General Manager

To Whom It May Concern:

Just a week before Christmas my Kia broke down. This in itself would not be a major problem except for the fact that this was the only way my wife and I were gong to get to Vancouver to spend Christmas and New Year with our children. My wife and I were worried that this was not going to happen. The nearest Kia dealer to Fort Nelson is in Grand Prairie 600k away. I took my car to Kal Tire where Dean the Manager and Al, the Mechanic, helped to get my car inside the shop. Then the two of them phoned all over British Columbia and Alberta to find parts for my Kia . This happened on a Saturday. Arrangements were made to fly parts needed to Fort Nelson. They confirmed on Monday morning that the parts were on their way. Al proceeded to work on my car and found that the alarm system had broken down causing my problem. He removed the alarm and had my car up and running by Tuesday. Thanks to the excellent service that Dean and Al provided I could travel to Vancouver and back with no worries at all. We enjoyed our Christmas with our children thanks to their tremendous effort. I wish you could use these guys in your next TV advert as many people travel the Alaska Highway.

Thanks,

David West

April 13, 2007

Attention: General Manager

To Whom It May Concern:

I would like to compliment your employee, Glen Thomson who works at the Boundary Road, Burnaby location. He truly exemplified empathy and honesty to my partner and I. At 10 am, I was disappointed to find my tire was flat so I called BCAA to temporarily fix my tire (they placed a plug in it which never should.ve been done). I madly drove to Good Year Tire located on Willington in Burnaby and they told me that the entire tire had to be replaced because if they patched it and it deflated again, they would be liable. They described how the hole was not fixable. A $40 tire repair was going to be a $250 repair. Good Year didn.t carry the particular tire I needed for my vehicle, so I took the tire to Mercedes Benz on Boundary Road to purchase a new tire to bring to Good Year to replace for me. The serviceman at Mercedes Benz recommended that I go across the street to Kal Tire which would only cost me approx $20 to fix as opposed to the $40 that Benz would.ve charged me. Anyways, Glen took a look at the tire and recommended that it was totally fixable and he will have it ready for me in 15 minutes. He already made me a happy customer because I was already late for work that day and this showed that the service centre was on top of work orders. I wanted to let you know that I really appreciated his professionalism and really listened to the hassle and bad experience we went through. At the end of all of this, he made it so much better by not charging us. Your slogan "True Service" is very much consistent and it is rare to find companies follow through with their mission statement. I can't thank you enough for the kindness. I will recommend all my friends and family to this location and also make this my one and only stop if I ever need any tire services. To top it all off, while we were waiting, he showed product knowledge and great customer service with the other customers that walked in.showing patience in explaining the difference in tires and its advantages.

Please do not hesitate to contact me if you have questions regarding my experience.

Sincerely,

Jenny Wun