Regarding the extremely poor experience with Wpg store "Mgr" Fabian, I had received a follow up call from district "mgr" Jeff in Wpg and the call was absolutely less than professional. The conversation revolved around him persisting in asking about my battery issue to which I kept trying to inform him that the issue was never about the battery and about lack of management and professionalism at the Lowson location. Jeff kept ignoring my concerns and I asked if he read the first review to which he stated yes and that it was full of cursing and swearing. I immediately stopped him and asked him to specifically point out the swearing and cursing to which he could not. I clarified that there were acronyms I used such as "WTF" but never a true curse or expletive and cautioned him about attempting to try and change the narrative and perception of the review and my concerns. He finally stated that he will not comment on a personal issue that I may have with his mgr and will not discuss it any further. I then told him that this conversation was useless and hung up. That's two Kal Tire managers in less than a week that has shown it to be cancerous to the company and to their customers. I immediately called back head office in BC. My compliments to Adam and Janet in BC. The Situation was escalated immediately and I received a same day response from Glen the regional mgr in Wpg. He immediately apologized and allowed me my time to talk and discuss my horrific experience. I have to say Glen, along with the BC staff was wonderful and did come across as sincere but the experience was still unforgivable. I mentioned to Glen that I would have almost preferred that Jeff did not contact me and the weekend had allowed me to say my peace in my review. However, Jeff did call and was anything but social, let alone professional deserving of the title of manager. Now, Glen had to field and return my call to which I am sure he did not want to as much as I did not want to make that second call. I mentioned to Glen that Jeff came across in his tone and communication as someone on their high horse and to my surprise and I applaud him for his honesty, he indicated he sensed that too when he had instructed Jeff to call me and he sensed that reluctance in him. So now I have to ask, why did you make him call me if you sensed and knew the person he was? Secondly, please tell me how he interpreted the situation to be personal? Fabian is unknown to me so there is no history of familiarity. Did I not walk into a place of business called Kal Tire and speak to a person wearing the Kal Tire uniform and with the title of manager? Or did I enter someone's private dwelling which would make it personal? Hmmm? Also, the fact that Jeff is rude and not deserving of manager title then it stands to reason that Fabian's shortcoming can be partially blamed on Jeff as bad behavior is protected and rewarded. Therefore Fabian will never have a proper teaching moment not that he would deserve one. It would also stand to reason that Jeff's behavior is clearly unacceptable and unprofessional then sadly, as nice as a person that Glen came across as, then Glen would also be at fault for not correcting the behavior and knowing that sense he got that he told me, still insisted that Jeff call me. Again, that is a reflection of poor management running up the chain. Whether Glen deals with the matter, I had indicated that the bottom line is, there was nothing for me to gain nor was I after anything. I don't want a free oil change, I don't want free wipers or anything else. If anything, they had already lost a customer and my entire customer base that I had previously brought to them. All I know is that I am done with Kal Tire and that they are plaque with two cancerous beings in their company. In my training to my staff, I always made aware that situations like these that show the cancer that will not go away; you either lose the finger or lose the hand and then eventually the whole arm. If they want to lose the hand, so be it. All I know is that in most recent years that was one of the most disgusting displays of "management". As indicated, I have nothing to lose by sharing my experience because they already lost me as a customer, however, I told Glen, I guaranteed him that the narrative will be altered by both Fabian and Jeff simply because they have everything to lose. How do I know this? It's human nature to protect oneself when there is something at jeopardy. read more
