ComplaintsforConrad's Tire Express & Total Car Care

• Initial Complaint

  04/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Thank you for this online opportunity to explain my terrible experience at your Brook Park location. 3/13/24 – Went online made appt for ******* ******* in steering column/Gas Pedal/ and throughout the car. I suggested that I might need brakes. I assumed that a qualified technician would work on my car because of this serious issue. 3/18/24 – B**** **** ******* - I talked with the staff about how bad my car really was. I explained the symptoms and I asked them to drive the car. They said it needed balancing of the tires and Rear Brakes. Spent $656.96 Drove it home at 5:30pm with same problem in steering column. Called Conrads to discuss and found that no one drove my car. They said I could bring in 3/20 at 8am. 3/20/24 – B**** **** ******* - When coming back to this location I discovered no appointment was made even though I had talked to them Monday night. Then they said there was no qualified mechanic there on Monday to work on my car. They said I needed a Ball joint fixed and 4 NEW Tires. – $1500 And that would solve my problem. They were very clear that if I drove the car off the lot and it wasn't fixed it was because it needed 4 NEW tires and they could NO longer help me. ?? I chose to have them fix the ball joint but not the tires. I was skeptical since the tires looked ok. Spent $323.98 Picked up at 5:30pm – same problem. 3/21/24 – Tried to determine what to do. Drove to pick up medicine and noticed the car had a burnt smell. My Dad called Parma York Conrads because he trusts Dave. 3/22/24 – PARMA YORK Conrad’s – Dave was very helpful and Bob was an Amazing technician - And they were a HUGE help!!! Again, I explained the severity of the car and suggested they drive it to really feel the problem. They said they drove car to see what I was talking about, but didn’t go far because it was so bad they had to turn back. They said I needed an Overhaul of my Front Brakes and that it what was causing the problem all along. Also, I needed shocks because they were leaking. Spent $1593.11 FACTS By Driving the car I was making it worse even though Brook Park said the car was fine to drive. Why would they allow me to bring in my car when no REAL mechanic was available on 3/18/24. Car started smelling on Thursday, just confirming that it was getting much worse while the team at BrookPark kept ignoring the symptoms. The Parma York Shop couldn’t even drive the car far because it was so bad. I had to replace the entire FRONT Braking system due to the negligence of the BrookPark team. Because they kept sending me away saying everything was fixed. I had to replace the Shocks due to the negligence of the Brook Park team. The notes from Parma York location say ‘Found LF Caliper seized completely. This was causing the front end to dive at speed and rear end to lift up and MAX OUT shock travel causing feeling of rear end jouncing up and down'. I have been a dedicated customer for 20 plus years, servicing my 3 cars at your Brook Park location, but this has been the worst customer service. I believe that I should receive some type of credit for these services that made my original problem much worse. Please contact me at ************ to discuss a solution. I have been told I have 4-5 accounts set up in your system, so please be sure to look thoroughly in your system for my data. Here are the invoice #'s for your reference: 3/18/24 - ********, 3/20/24 - *******, 3/22/24 - ******* ******** ******

  

  Business response

  04/16/2024

  Her dad had suggest the Parma location. She took it there and now the car is fixed.  I talked with ******** and let her know we value her business. Thanked her for letting us know about what happened. She just wanted to lets us know so we can help better train our staff. We agreed that we would refund her the original workorder for $656.96. I also invited her to continue to be a customer. She said she would. I ask if she would also reply to the BBB that we took care of her. She said they would.

  Customer response

  04/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******** ******
  
  
  

• Initial Complaint

  02/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my work vehicle(corporate account) to Elyria Conrad’s (midway mall) for a tire patch and to look at my tire pressure sensor as it was not registering on the dash. When told my truck was ready for pick up told me they handled everything and was good to go. On the drive home I was loosing pressure in my tire that was supposed to be patched. And my tps was still not registering the tire they was supposed to look at. Called when I got home for them not picking up at 5:57 when they close at 6. Took to Firestone next day to have them say screw is still in tire and I have no tps sensor attached to my other tire. Had them look over all 4 tires to make sure they didn’t patch another screw I could’ve had. Was told there’s no patches in any tires and screw is present and will need a new tire since within 1” from sidewall. I will do everything in my power to remove the corporate account to Firestone with the service I endured from Conrad’s.

  

  Business response

  02/23/2024

  We have attempted to reach out to the customer multiple times with no response. Customer can call store leader ***** at store or district leader **** ******* ** ************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last May 16, 2023 I pulled into this car wash ***** ***** *** ***** for a wash. They had a special that day. For $9.99 you could get unlimited washes for 30 days. You had to cancel the service within 30 days or you would be charged $46.99 per month until you canceled. I canceled the service personally two or three days before the 30 day. After I canceled, they kept charging me $46.99 for the next six months. I did not get one Car Wash in those six months. I noticed the charge after about four months and went to the Car Wash personally. I was told someone would call me back, which didn’t happen. About a month later I received a call from a manager and told him my story. Although he agreed that I didn’t get one Car Wash during that six month period, he said the Car Wash could only return three months payments of $140, because of company policy. Which means they were keeping $140 of my money for no reason. I abided by All the rules of the cancellation policy and did not get one car wash during that six month Period. Yet they thought it was fair to keep half of the money that they stole from me out of my bank account. I wonder how many other people have been cheated by this scam. I noticed they were opening up a new car wash in Willoughby and I will not be going there for washes. Thank you

  

  Business response

  02/15/2024

  Good Afternoon,
  There are two different options to purchase washes. One option is to purchase an individual (pay per wash) or get an Unlimited Plan which has monthly re occuring billing. Customer signed up for the unlimited package and paid $9.99 and used the wash 6 times in Apr-May. This unlimited plan can be canceled on either our website or in person. Customer say's that "I canceled the service personally two or three days before the 30 day", I reviewed the video's and found no evidence he came thru the cashier bay to cancel his service. We did refund 3mths of his plan as a goodwill gesture. 
  ---
  ***** ****** **** ***** *** **** ************

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ( The North Olmsted location on Great Northern BLVD) On several occasions This location has overcharged me. And my last interaction with that location the staff was not only rude, but they overcharged me and still failed to fix the problem. My vehicle is a hybrid and it failed to start. The told me originally it was my main battery. I replaced it. But the same issue happened. I took it back to them and they told me it was the smaller battery. I decided to take to another mechanic ( I had to pay the tow for theses trips.). The problem turned out to be a fuse. I am reporting them so that not only their corporate offices know, and to possibly get a refund.

  

  Business response

  02/06/2024

  Had district leader reach out and speak to customer. Customer sent him paperwork. District leader received paper work, since district leader attempted to reach customer on 1-26-24 and 1-29-24. With no return call. Willing to find common ground 

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 10, 2023 went into CONrads on **** ******** *** ********* ******** ** ***** *o replace 2 tires and rotate the tires from the back to the front and the front to the back. After driving a notice it a noise but i thought i was just the sound the tires installed. The noise got louder. Went to back to CONrads they said they can’t look it they are booked and told me come back 9 days later. Didn’t even care or show a concern and wanted to argue. I parked my car and have to finds transportation to my company. Scared because i could feel my car was not safe. I had a chance to check the tire myself and discovered i was missing 2 lug nuts and 1 was loose. I had to go to the nearest auto part store purchase 2 lugs $14 each + tax. I thought i went to professional well reputable company to handle my car service. This company has put me in harms way. I’m not sure what i suppose to do about. I paid great money to receive poor unsafe service plus earn to fix their mistake. I want to being awareness to this location executive of service. You are number $ in there eyes and don’t care about the quality of work they exchange for your money $. I would like to find a solution to this issue and not be at a complete loss. This location didn’t offer any assistance in resolving this issue.

  

  Business response

  01/12/2024

  We have reached out to the customer and resolved issue. Will be sending a reimbursement after he produces receipts to district leader Dave Zehner

• Initial Complaint

  11/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I brought my car here on the emergency basis to have a tire repair. Spoke with the gentleman at 2 o’clock. They assured me my tire would be repaired. I arrive at the facility. They said they cannot complete the work. They can put some air in my tire for me to drive on the freeway 20 miles home but there’s nothing they can do about it it is 5:30 in the evening and they tell me they couldn’t call me after I spoke with the repair guy to get it fixed, they committed to doing it

  

  Business response

  11/15/2023

  We will reach out to the customer through email to try and resolve even though it states they do not want to be contacted.

• Initial Complaint

  10/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My spouse, has a 2013 *** ******* ** all wheel drive SUV. The starter went on her 10/20. The vehicle was towed by A.A.A. Conrads tried to repair the starter twice. It has been a full week and still not being repaired. The vehicle is sitting in the lot. According to **** ** ********* ******** there is no resolution in sight. My spouse needs her car. It has been a full week. By-the-way, the vehicle is mint condition 68,000 miles.

  

  Business response

  11/13/2023

  Response taken over the phone by BBB Staff member SE

   

  We took care of it immediately and we were having trouble sourcing the part.  We were able to get it done for him and stayed late to complete the job.

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my vehicle in for brake problem, first time got charged $700, problem not fixed, second tine got charge $900 still didn't resolve problem took it back in and claimed nothing wrong with brakes, but when i drove it home the brakes again were hitting metal on metal, now i can't drive my vehicle, so it seems they put unnecessary parts on and never fixed the problem

  

  Business response

  11/15/2023

   we have reached out multiple times and the customer is refusing to let us look at the vehicle to help them

• Initial Complaint

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  had a brake job, then went to the dealer for another job, I had then look at the brakes cause they still didn't feel right. they said I had the wrong brakes installed. I informed Conrads of this. Got a call from a man, David Roberts Dec 10, offering to have the job redone at another branch of theirs, or at the dealer and they would pay for it. I chose the dealer. Had the job done, dropped my paid invoice off at this office on Lorain Rd, where I had the ordinal job done. I never heard a thing from them again. They conned an old lady. I have no recourse. I just want my money back as promised.

  

  Business response

  10/19/2023

  We will reach out to the customer asap and follow back up.

  Customer response

  10/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** *******
  
  
  
  
   

  Customer response

  10/19/2023

  I don't want to wait for a phone call, while you close your file. I just want a refund. I don't accept a phone call as accepting this case closed.

  

  Business response

  10/21/2023

  We have agreed to refund the customer and apologized for the confusion.

  Customer response

  10/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******
  
  
  

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had purchased 4 ******** tires from the Strongsville Ohio location last year and ever since the tires were installed, my truck would shake by the gas pedals at speeds 70mph and over. I brought the truck to the shop multiple times and they kept rebalancing the tires and it never fixed the issues. I even brought it to the dealer and they told me it was the tires. The manager Willie told me he would contact ******** and called me today saying I need to buy new tires and spend $800 when I spent over $1,000 last year. I should not have to buy new tires when these were bad cince they were part on.

  Customer response

  10/04/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  You can close this as Conrad’s reach out to me

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩