I just had my tires swapped over at Kal Tire. I have two sets of Replika rims -- one with winter tires bought from 1010 tires since Kal Tire said it would be 2 months last October to get the Replikas in -- and 1010 got them for me right away and I couldn't wait for winter driving. But I prefer to deal with Kal Tire so when it came time to switch back to summer tires, I bought new summer tires and another set of Replikas -- this time from Kal Tire.
So after the swap was done yesterday, I was told the cost was $44.80 ($40 plus 12% tax). As I was handing my credit card, I said "that's odd, I thought Kal Tire did the swap over for free since I bought my tires and rims here just last year". He look at my credit card, then motioned for me to put it away and said he wouldn't charge me. He said that Kal Tire stopped the free swap overs last year -- but they obviously still have discretion not to charge for it.
Kal Tire was named after Kalamalka Lake, a lake in Vernon, BC. Vernon is a small town where my mother was raised and, when I was young, everyone knew the families that started the company. My uncle was friends with one of the founder's sons. The company is still based in Vernon. It earned its reputation on customer service and often not charging for the small stuff. In fact, just last year my daughter who is going to university in Kelowna called me since she had a slow leak in one of her tires. I told her to take it to Kal Tire. She later told me how great they were fixing her tire for free. This used to happen a lot with Kal Tire. When they do that for someone like me or my daughter, they have made us customers for life, and it really cost them nothing for the flat repair. It was that business model that made them so successful.
But times change and policies change. It's too bad to see Kal Tire going the way of everyone else and they appear to be losing what made them so successful.