ComplaintsforConrad's Tire Express & Total Car Care

• Initial Complaint

  12/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I paid roughly $140 for a diagnostic and it was completely wrong at the north Royalton Ohio store. I later had my car towed to the dealer and they came to a completely different conclusion and fixed my car immediately. The man at the counter (spencer I think was the name) was very dismissive and rude he seemed like he just did not care about anything I had to say at all. When I chose to go to the dealer and not do the work through Conrad’s he got very defensive and and rude and kept telling me how “my previous experiences with other shop must have been unprofessional but there was no way they were ever wrong”. I felt very uncomfortable even going back up there to pick up my keys and pay after being on the phone with him. When I did he was very rude he wanted to leave my key in my car for me instead of just handing me the key and fought with me over it. When he finally did give me my key he slap it in my hand aggressively and gave me a dirty look in anger.

  

  Business response

  12/10/2022

  Responding to customer today 12/10/22 to resolve.

• Initial Complaint

  10/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On May 13, 2021 we purchased a set of 4 *********** ******* tires for our ****** ******* from Conrad’s Parma location. Right from the start the new tires leaked air. We were replacing 5-10 pounds of air in each tire weekly. After several calls to Conrad’s Parma, they agreed to dismount, clean and remount all four tires in an attempt to seal any leaks. This service took place on October 15, 2021. The two rear tires seem to hold air a little better (but they still leak slowly), but the two front tires still leak the same amount. On October 10, 2022 we took our Honda to Conrad’s ***** Hills location for a tire rotation. While there I told the service manager, ******, about our unsatisfactory experience with the new tires on our Corolla. ****** instructed me to schedule an appointment with his service center and that he would personally oversee an inspection of the tires. Later that day I called the ***** Hills location and spoke to ****. We scheduled an appointment for Saturday, October 22 at 9am to have the 4 ******* tires inspected. I arrived at the appointment only to be told that my appointment was never booked into their computer, and that I would have to come back another day. Over the past 30 years we have purchased no less than 6 sets of tires from Conrad’s. We paid for an alignment with each set of tires, and always had them rotated when due. We never asked for anything more than what we paid for. We did not purchase 4 new tires so that we would have to inflate them every week. The *********** ******* tires have a very good reputation, but the ones we were sold have not held up. We would like *********** and/or Conrad’s to replace the tires with new ones that hold air as designed. We have spent too much money and too much time trying to get this resolved, and we want it taken care of before winter.

  

  Business response

  11/01/2022

  *******,

  I appreciate that you've reached out, and letting me know of your tire concern. I will reach out later today to come up with a game-plan to correct the situation.

  Thank you for choosing Conrad's,

  Customer response

  11/18/2022

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  ******,
  
  We received your email stating that our case has been closed due to a lack of response on our part.  We were without Internet service for about a week and did not see that we had ever been asked to provide a response.
  
  Conrad's agreed to check the tires again.  After removing and then resealing and remounting the tires, they said the reason the tires were leaking air was because our tire rims are bad.  No mention of this was ever made when the tires were initially installed.  The rims did not leak air before the new tires were installed in May 2021.  We replaced them because the treads were worn down, not because they failed to hold air.  
  
  We wanted to wait a week or so before checking the tire pressure to make sure they are no longer leaking air, but the weather has turned so cold that we have not yet been able to get an accurate reading.  We want to make sure the tires are no longer leaking air before providing a response to the BBB.
  
  The sealant that was used to reseal the tires has since squeezed out and has coated much of the new tires.  We are not saying the tires are not sealed, just that so much sealant was used that it has oozed out and coated the new tires, making them look terrible.  
  
  The proper response, and the action that we requested, was for Conrad's to replace the tires with new ones and then deal with the tire manufacturer to determine their warranty reimbursement.  This would have been a better response for customers who have been doing business with them for over 30 years.

• Initial Complaint

  09/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Conrads has had our car for 6 weeks and have done nothing with our car

  

  Business response

  09/27/2022

  Spoken with customer, and following up with resolution 9/27.

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My girlfriend took my 2016 **** ******** in for its routine oil change on 7/13/2022 they provide the service as requested. Upon going outside to go to work on 7/14/2022 I noticed a oil patch in the driveway under my car, which is now leaking oil. Called and they said they can fit us in on 7/15/2022 at 330 pm. Again my girlfriend takes it in while Im at work and they said they cracked a seal and replaced it and topped off the oil. Again she brought it back home, and this morning 7/16/2022 I see a large oil patch in my driveway as if they only made it worse then before. Now my car which did not have any issues prior to this first oil change, is leaking oil consistently and faster. This is unprofessional and I would like help in resolving this issues because now I have oil stains throughtout my entire driveway and a leaking car that I cant drive till its fixed.

  

  Business response

  08/08/2022

  Situation has been handled, thank you for your time
  On Fri, Jul 22, 2022, 09:57 *****

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Friday, July 1st my son and I dropped off my 2004 BMW X3 for a tire repair (passenger side rear tire, right below the gas tank). They said they were short staffed and could not repair the tire until Tuesday. We said, no problem. They repaired the tire and told us to pick the car up on Saturday (July 2nd). The tire repair looked fine. We took the car home and parked in our locked garage. My son tried to drive the car to work on Monday, and stopped to get gas. The gas spewed all over the concrete. I had the car towed from the gas station back to my home for fear of explosion because of the gas leak. Contacted Conrads and explained what happened. They told us to bring the car back. Today, they told me that there is nothing wrong with the car when I went to pick it up. The car is still leaking gas and they admit that they did not check the gas tank or try to put gas in the car. I have a video of the gas spewing out, but your system does not allow me to upload the video. In repairing that tire, Conrads clearly did some damage or disconnected piping from the gas tank. The car is still spewing gas from it when you attempt to put gas into the tank. They are refusing to repair the damaged they caused unless I pay for the repair. I shouldn't have to pay for damage they caused.

  

  Business response

  07/13/2022

  We met with the customer and inspected the vehicle. We found that when the tire had blown out on her son it had rubbed through the wheel liner and the filler neck. 

  The customer will be scheduling a time to have the repairs completed.

   

  Customer response

  07/13/2022

  
  Better Business Bureau:
  
  ***** ********* District Leader of Conrad's reached out to me directly and asked to inspect the car himself. I appreciate ******* customer service and intention towards resolving the problem. I can appreciate ******* assessment of the situation and his response based on his proposed probability of what transpired with regard to the damage to the car. 
  

  Regards,
  
  *** ***** ******
  
  

  
  

• Initial Complaint

  07/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I was told I needed new tires on May 6th 2022 and they only had 2 products available. I asked what tire they suggested to be put on my car. They told/sold me Firestone FireHawk AS for a total of $976.10. These are not the tires that should have been suggested/installed on my car per Firestone and ******* and one of their own employees. I explained what was going on I have had problems with these tires to the point I felt unsafe driving my car. Firestone has a 3-month buy and try return, no questions asked policy, I called them and filed a claim #1371518. I was told that Conrads would refund my money. I am having a hard time getting them to refund these tires under Firestone policy. It has been in Corporate office for a month now. Every time I call to get a update, They would tell me they will text corporate and give me an update. One employee was so nasty to me and hung up while a few others were really nice and tried to help. All I want is my refund! This happened at the Mayfield Heights Location: 5739 Mayfield Rd, Mayfield Heights, OH 44124, United States Phone: +1 440 461-1220 I was unable to select this location when filing the complaint

  

  Business response

  08/16/2022

  Refund issued in the amount of $880.30  to ****** ****** in reference to Firestone Buy and try where customer returned tires to the store for a cash refund.

   

  Customer response

  08/17/2022

  [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 ********.  I have not received the check yet, so for now, I am satisfied with outcome unless they don't hold up their end of the deal!
  
  Regards,
  
  ****** ******
  
  
  

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I spent over 2000 dollars on car repairs at the Lakewood location. Bought new tires right passager side won’t hold air. Low tire pressure light won’t go off after they told me it was fixed twice by Ron the manager. The rim I purchased was put on the opposite side than the rim that was damaged without my permission. They want me to spend more money when the car wasn’t even repaired right the first time.

  

  Business response

  05/21/2022

  We have been trying to contact this customer and we have no connection as of 5/20.

   

• Initial Complaint

  04/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Brought my vehicle to Conrad's for an alignment. When the car was retrieved the steering wheel was not correctly aligned with the front wheels (the steering wheel was turned the right slightly to go straight). this wasn't the first (or second) time this shop has done a repair incorrectly, I requested a refund and was denied. I have also filed a chargeback with my bank that has been disputed. I have a receipt from a different shop that has performed the alignment properly about a week after Conrad's attempt. Attached are the receipts from both transactions. Conrad's performed a free tire balancing at the same time as I had purchased the tires there and this is included with that purchase.

  

  Business response

  05/16/2022

  We have been trying to reach out to the customer and have had no return calls.

  Customer response

  06/02/2022

  I have received no contact. This platform looks perfectly valid to contact me regarding a full refund. I can provide an address for a check to be sent. 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

  06/04/2022

  I have provided receipts for the correct repair to my car.
  I have provided receipts for the incorrect "repair" from Conrad's.
  I have not received a response? If I have could it please be repeated as I do not see it here or anywhere else. The only 'response" I have received was in person for refusing a refund.
  I am attaching what I can see from my end. There seems to also be broken .jpeg images attached that can't be opened. If anyone could please clarify what is needed from me specifically to amend this that would be great.

  

  Business response

  06/07/2022

  We have offered to refund his alignment cost with us and reimburse for cost paid
  at other facility totaling $228.38.
  
  He does need tires on his girlfriend's vehicle, he will reach out in
  next couple weeks and we will help with his purchase.

  He is satisfied with the conclusion.

  Customer response

  06/09/2022

  [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

  03/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Made an appointment on Wednesday for an oil change Saturday morning. Dropped my car off Friday at 4pm. Called Conrad’s around 1pm to check the status of my car. Was put on hold and hung up on. Was given the run around. Finally was told my car was next and it would be ready within the hour. Called an hour later, first two attempts my call was not answered. Third time was put on hold and hung up on again. Could not get through. Around 330 decided to go get my car. My car was never even touched. They have had my car for 24 hours. Only for an oil change. Took my keys and left. Will never go back to any Conrad’s ever again. Could not believe the rude careless service. Felt discriminated against.

  

  Business response

  03/29/2022

  The customer has requested to not be contacted. We would be absolutely will to speak with them and resolve from one of our District Managers.

• Initial Complaint

  11/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Long time customer with 3 vehicles since the Amherst location opened. On 10/1 had a scheduled oil change and when driving the car home I parked in the garage. An coming out 1 hour later went to leave and noticed a puddle of oil under the car and an oil stream down our driveway which we followed out to the Main Street. We called Conrad’s and left a detailed message as they were closed. No call Saturday morning so we called them and were told to bring in. Advised them again (was left 8n message) that we checked the oil and it didn’t appear to be any left. Advised that they need to have it towed back to the shop for risk of damage to the vehicle if driven. Tow came on 10/2 and Conrad’s informed later that day that the o ring broke and they fixed upon review. When picking up we asked for cleanup of our driveway and garage and was told by **** that they would handle. No call on Monday, and left a message for them on Tuesday with no response. Called back Wednesday and **** advised the other **** was off and he left a message for him. No call Thursday so called later in the day and spoke to **** who advised that DuraClean has the order to clean our driveway. Advised again we needed the garage to and needed it to be done soon as we are going through a remodel and our garage is being used for storage. I then called DuraClean who informed they would get to when they could and only the driveway and that they only deal with Conrad’s. Advised them of the garage too and they need another order for that. I then called **** back and informed him. He said he would change the order with corporate and let me know. I then called and left a message with Conrad’s HQ customer service and left a message explaining everything. Got a 45 second message back that day from Wayne who apologized and advised they would resolve and get the driveway and garage cleaned up by them and *********. This was on 10/7 and we have heard nothing back. We want this cleaned up and taken care of.

  

  Business response

  11/30/2021

  We have spoken to the customer about the situation that we're terribly sorry for. Prior to this feedback, there was already scheduled cleaning by a professional company to handle the spots in the driveway. Unfortunately, the 3rd party company was backlogged and scheduled out further than we hoped. We have updated the customer on tentative dates to get this cleaned and will answer any questions or concerns that may come up.  

  Customer response

  12/01/2021

  [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.  Due to delay we took the matter to clean into our own hands.
  
  Regards,
  ****** *******
  
  
  

*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. ↩