Complaints

This profile includes complaints for Conrad's Tire Express & Total Car Care's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Conrad's Tire Express & Total Car Care has 52 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Conrad's Tire Express & Total Car Care

  14577 Lorain Ave Cleveland, OH 44111-3156

  
• 

  Conrad's Tire Express & Total Car Care

  10211 Liberty Rd Reminderville, OH 44087

  
• 

  Conrad's Tire Express & Total Car Care

  1565 Norton Rd Hudson, OH 44236

  
• 

  Conrad's Tire Express & Total Car Care

  3747 Massillon Road Green, OH 44685

  
• 

  Conrad's Tire Express & Total Car Care

  580 Ridgewood Xing Fairlawn, OH 44333

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:10/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 10/19/2023

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

  Customer Answer

  Date: 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 Answer

  Date: 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

  Date: 10/21/2023

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

  Customer Answer

  Date: 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

  Date:10/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 10/04/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

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

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received routine maintenance on 7/31/2022. During the maintenance, one of the employees backed into something in the garage causing a large, deep scratch on my vehicle. When I picked my car up, the manager told me that he was filing a claim, that Conrad's would make this right, and my car would be repaired. He told me to wait for the insurance company to follow up. I gave them several weeks but heard nothing. On January 16, 2023, I called and left a voicemail asking what was going on with my claim. Conrad's did not return my call. I've tried to give Conrad's plenty of time to work through their process and contact me, but I've heard nothing. I received a $1545.49 quote from Caliber Collision to repair my vehicle, although the quote likely needs to be updated. I'd like Conrad's to pay for the necessary repairs.

  

  Business Response

  Date: 10/02/2023

  We have reached out to the customer and we are making arrangements to take care of his repairs.

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came in to report I thought I had a coolant leak.I also needed an oil change. I was charged for a pressure test, radiator cap and fluid leak detection and degrease and advised I needed brakes.Above fluid leak detections and degrease it said coolant leak. I picked up the car drove approx 20 miles and then I noticed temp gauge was increased so I checked and coolant reservoir was empty. No coolant leak could be found in my driveway. Came back up they assured me I think they said Jeff was working so he’s sure they topped it off. I asked where it went then if it’s not leaked into my driveway which was how I noticed previously leak. I was advised “ I’m not calling you a liar or anything” but we know the guy working had topped it off. How can they tell me that in all the cars they work on that 13 days ago someone else topped off my fluid and what are the charges for. It says coolant leak with a charge for leak detection and degrease. Also I was just advised they did find a coolant leak but did not see it last time I was here so they thought it was the radiator cap so they replaced that but now they have found it’s actually the heater core. The choice of words they “thought” it was radiator cap makes me assume they charged for something I may not have needed. How many other things did I not need while I was here.**** just confirmed they thought it was something else and it was not but did not offer a refund. I was charged for something that I may not have needed that is unacceptable. **** just confirmed when I asked if I even needed a cap that they just thought so. I may not have needed all this but was charged. I feel this was a predatory act and he was not the least bit bothered when I asked how this could happen. Also they just gave me a new estimate for an additional $1300 plus dollars for yet something else they found when I came back to question the coolant being empty

  

  Business Response

  Date: 08/30/2023

  We will contact the customer asap and investigate and conclude next steps.

  Customer Answer

  Date: 08/30/2023

  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 Answer

  Date: 08/30/2023

  Good morning, you are requesting I accept a phone call from ******** as a resolution. How do I know they will call or even look into this. I do not wish to close this case until ******** and myself come to an understanding. Upon further review after filing claim I reviewed the video and **** told me one of the charges was for oil leak and they needed to place dye in for an oil leak. That was not in the video, that was not on our call to approve repairs. Not to mention how I was spoken to which is a different concern. I do not wish to close this case until after speaking with ******** and we come up with resolution. **** dismissed me and my concerns. He said he was sure someone topped off fluids 13 days earlier because he knows Jeff and he would not forget, he said he’s not calling me a liar but. I hope you understand everything I went through it was demeaning, it was wrong and it was guessing when you are supposed to be the experts. I feel i was taken advantage of and I will continue to move forward until I am sure this is resolved properly. ******** are the experts and I left with a large bill, no coolant, and the problem I came in for never resolved. The treatment of me as a person just added insult to injury.

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 1, 2023 I went to get an oil change. Upon changing my oil the tech stated there was an issue and a part had to be ordered to complete my oil change. I received oversized plugs during my oil change. I was informed that if I start to see a leak I may need to get an oil pan. Two months later I took my car to another automotive shop for a brake repair and they informed me that I had an oil leak because of the oversized plugs. I was also informed that Conrads should have never put oversized plugs there into my car in the first place and for that reason I would need to buy an oil pan. My car was not leaking prior to me getting my service at Conrads and now I have a leak.

  

  Business Response

  Date: 08/10/2023

  We will reach out to the customer and report back our resolution.

  Thank you

• Initial Complaint

  Date:06/22/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my truck in to Conrads in N.O. on Aug 3, 2022 because there was a humming noise from the rear end. First conrads said they couldn't hear anything, but then said the rear differential seal and bearing needed to be replaced. I picked up my truck and Conrads said I wasn't going to be happy with the fix because the noise was still there. I took my son to practice, and it was worse than before, making a loud metallic clunking sound. I wrote Conrads about the problem. The manager Terry called me and I took the truck back in and explained my frustration with their work. I showed him a video of the noise and he said "It sounds like rocks in your tires", clearly it was not. He went for a ride with me and every time it make the loud metallic clunking sound he said he didn't hear anything, then asked me to pull over because he thought it was something in the bed of my truck. We got out, looked in the bed and it was empty. We drove back and they put my truck back on a lift for about 15 minutes, did something, and then said let us know if it keeps happening. The loud clunking sounds stopped but the humming has been consistently worse ever since. Conrads charged me $662.55. I took my truck to the Ford dealer and had them look at it. Ford told me that the rear end/differential needed to be rebuilt. I showed them the receipt from Conrads and they said that there absolutely must be a Friction Additive added to the differential fluid or it will destroy the rear end. They also said that the differential fluid was "completely toasted" and there is no way that in less than a year and 10,000 miles differential fluid would look that bad since Conrads replaced it. Ford also pointed out a line of burn marks under my truck where differential fluid was spinning out and thrown all over the underside of my vehicle and there was also metal fragments and appeared that the grinding was caused from the differential not being installed/lined back up properly. The cost from Ford is $2,938.

  

  Business Response

  Date: 07/15/2023

  We resolved this situation with the customer 

• Initial Complaint

  Date:06/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My air conditioner went out on my car. It only worked on 4 and not the other settings. I did some research and it said that it could be the blower resistor. I took it to ******* because I went there once before and they did a nice job. I told them what I thought it was and left the car with them. Later in the day I received a call that the car was done. I went there, paid the bill and got in the car and drove down the street. The air conditioner sounded like a lawmower and then just quit working all together. Did they not check it? Did they not hear the sound? I took the car back and they said that I had to bring it back on Saturday. So I did. I got a call two hours before they closed stating it could be the blower motor. I knew they would not have enough time to fix it and he agreed. So they had my car all day and only told me that "it COULD be the blower motor." What?!!!!! So I took it back again! After looking at it, they told me that I had to take it to the dealership because they didn't want to trip a 'ground wire' and were afraid to mess with it because it could lock up the car. But if it's the blower motor, bring it back to us and we will take care of it. So I took it to the dealership and I'm saying to myself, "how is this happening? Didn't ******* do a diagnostic? This is crazy and I felt taken advantage of." It was the blower motor. I took it back to ******* and it was fixed withn 2.5 hours. WTF!!!! I was even told early on that the sound the air conditioner was making will be there and that it may get quieter. I'm so disappointed in Conrads. Angry. I have to find another shop. I had to take it to the dealership so they could diagnose what the problem was. Wow!! I knew they weren't being straight with me. But I already paid so much money and spent so much time.

  

  Business Response

  Date: 07/06/2023

  This has been resolved with the customer, she very happy we reached out, We are going to refund original diagnostic charge since she returned 4 times and had to go to the dealer once to get problem fixed. She did say she will inform BBB that she's is satisfied with the conclusion.

  Customer Answer

  Date: 07/06/2023

  [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,
  ***** *****