ComplaintsforConrad's Tire Express & Total Car Care

• Initial Complaint

  09/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  June 21, 2024, the Conrad's service advisor informed me that one of the rear coil springs on my 2016 **** **** was broken. He recommended that BOTH springs be replaced per the manufacturers guidelines. I was quoted $514.44 for the job. I asked if that was for BOTH springs and was assured that BOTH springs would be replaced for that price. I approved the repair work. On July 20, 2024 I called Conrad’s and spoke with Zach. He told me that they were still waiting for the parts but he had my order “right in front of him” as a reminder to call me when they came in. I again asked if the original quote of $514.44 was for replacement of BOTH coil springs and again, he confirmed the total. On August 19, 2024 I again called Conrad’s to check on the status of the ordered parts. This time Zach seemed confused and said he would check and call me back. It seemed obvious that they had forgotten about me. At that moment, he stated that the repair would cost $994.26!!!! NOT the $514.44 originally quoted. When I asked why, he told me that they had quoted the job incorrectly. When I informed him that I had verified the price with them at least twice, he had no response. When I pressed him for an answer, he stated that they had only quoted ONE spring instead of two, but the labor charge quoted was for BOTH springs ($180.70). I contacted Jordan and identified the $740.00 quote from a competitor and he stated he would match the price. My appointment was for 10:00am August 22 but I dropped off my vehicle at 4:30pm on August 21 so they could get an early start if their schedule allowed. They said they would call me upon completion of the job. At 2:30 on August 22, I called to see if they where done, they said “no, they will call me”. At 5:53pm Conrad’s called me that my vehicle was ready. I asked what time they closed….6:00. They called me seven (7) minutes before they were closing! I want a refund in the amount of $225.56 ($740.00 - $514.44).

  

  Business response

  09/03/2024

  I'm sorry to hear about the issues you are having. I will have a district leader reach out to you to help correct the issue.

  Customer response

  09/11/2024

  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.
  

  I have heard nothing from Conrad's on this matter.  No contact whatsoever.
  
  Regards,
  ****** ******
  
  
  
  
   

  

  Business response

  09/13/2024

  this was corrected and a refund is being processes.

  Customer response

  09/16/2024

  [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. Conrad's has agreed to a refund in the amount of $225.56.  Refund will be in the form of a check to be processed in three to four weeks.
  
  Regards,
  ****** ******
  
  
  

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I visited the Jackson Township, Ohio location on 9/3/22 (Mileage was 76k) to have brake pads & rotors done. They completed front and rear. I then had to replace the front rotors & pads at ****** in Akron, OH (********* **) on 12/27/23. It was within the 24 month/24,000 mile warranty for these pads so I am seeking to reimbursed for the money I paid ******** for the front rotors ($123/each) + sales tax. I had tires done at the same ******** location end of September 2023. I had ****** ***** put on my truck originally by ******** and then the tire rub issue was so bad I had to go to Pa***** *********** on 9/26/23 (Canal Fulton) to have it fixed which I paid them $130 to fix it. Due to ride disturbances I had to have the ******** ******** installed after all of this. I would like $130 refunded to me for this issue. Then my tire from the original install was leaking air so bad and due to my bad experiences at this ******** location I had to go to ***** **** for them to fix my tire & TPMS sensor on 10/3/23. This was $25 for this issue. I have documentation for all of this and can supply whatever is needed.

  

  Business response

  08/20/2024

  I'm sorry to hear about your experience. I will have the district leader reach out to help resolve.

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been to this Conrad location 3 times now for the same issue and I feel I have been discriminated against because of my appearance. I may appear wealthy when I am far from it. It's ridiculous at this point. As soon as I pulled away all the sensors went off indicating the same issue. This has been a 3 month prolonged issue. I am trying to give my local shop business but I something is not right at this location.

  

  Business response

  07/22/2024

  I'm sorry to hear about the issues you are having. We will have a district leader reach out to you today 7/22/24. ***** ****** *************

  Customer response

  07/29/2024

  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.]

  I was contacted by the Regional manager David  ***** ********. David instructed me to take the vehicle to the Mayfield Heights location which I did Last Week. I contacted the Mayfield store on Saturday and was told I would need to pay an additional $194 for the parts required and the vehicle should be done sometime Monday 7/29/24. I do not feel I should have to pay another cent. I am still willing to let Conrads fix the issue, but at no additional cost.

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

  Customer response

  08/12/2024

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer has stated that the vehicle was returned to him but the problem is still there. He took the vehicle back to Conrad's on Saturday and is now waiting on an update. 

  Customer response

  08/12/2024

  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.]
  
  

  I recently had to take the vehicle back to Conrad's Mayfield hts location at 5739 Mayfield Rd on 08/12/24 . The car still has the same issues. The car is leaking oil and the check engine light is still on.

  I have yet to hear back from Conrad's

   

   

   

   

   

   

   

   

   

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

  

  Business response

  08/21/2024

  I'm sorry this has been inconveniencing to you. We will continue to try to correct the issue. Dave ****** our District Leader for the East side will reach out again to help.

  Customer response

  08/21/2024

  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.]

  I Picked my Vehicle up on 08/21/24 and had to pay an additional $599.73. I was informed that when my vehicle was initially repaired at Cleveland heights Conrad's that location missed the issue and this is why there is an additional repair and cost.

  I do not feel I should have to pay additional for an issue that was missed.
  
  

   

   

   

   

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

  

  Business response

  08/30/2024

  We were informed by the store leader and district leader the issue was resolved. The car is currently at the Mayfield location with authorized work being performed. If any issue persist, please call district leader (Dave ****** directly.)

  Customer response

  09/03/2024

  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.]
  
  

  I was told that an issue was missed by cleveland heights Conrad's so I payed the additional $600, Check engine light still on. They tell me there is another reason for check engine light and I spend additional $1000. Now the check engine light is still on. If they can not fix the issue I want A full refund  regarding work towards check engine light not fixed. $1,500

   

   

   

   

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

  

  Business response

  09/05/2024

  Updates from district leader 

  05/24 - Cleveland Hts store - Customer had a degrease and dye test to locate an oil leak
  05/30 - Cleveland Hts store - Replaced an oil pan that was found cracked.
  07/19 - Cleveland Hts store - Customer returned with an oil leak - Store found and repaired a valve cover gasket and an oil cooler housing asy that was leaking.
  I spoke to the customer here and advised him to take it to the Mayfield location because he was unhappy with the service at Cleveland Hts.
  07/30 - Mayfield Hts store - Customer took to a different location - Store found the valve cover was leaking. Found some of the threads were damaged and allowed the valve cover to come loose. Repaired the valve cover at no charge. At this time, the store mentioned and noted the check engine light was on.
  07/31 - Mayfield Hts store - Customer came in for a battery.
  08/21 - Mayfield Hts store - Customer came in for another oil leak. Store inspected and found the front crank seal was leaking now. Store explained to ******* the crank seal is not the same oil leak as before and could not have been verified with the valve cover leaking oil down the engine. Store discounted the service. Store also performed the diagnostic on the engine light and found a catalytic converter efficiency code. Recommended an Oxygen sensor first due to age and mileage. Advised and noted on invoice the converter may still require replacement if the light comes back on.
  I spoke to the customer during this process. He understood the problem was separate and agreed to the discount.
  08/31 - Mayfield Hts store - Customer came in with the engine light back on, store explained the converter issue and received authorization to replace the converter. Also, Brian verified there are no more oil leaks at this time.
  I spoke to the customer here as well and he was good with the repair.
  09/09 - Mayfield Hts store - Customer took vehicle back in with the check engine light on. Store is looking at now.
  I spoke with the customer and assured him we are looking at it and I will call him back once I have more information from the store. Brian is not planning on charging the customer for anything related to the engine light at this point. Will update once I have more information. The customer was ok when I talked to him He just wants the car fixed and I agreed with him.
  I have spoken with the customer multiple times throughout the process and each time he seemed to understand and approve of what we were doing.

  Customer response

  09/05/2024

  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.]
  
  

  I am still willing to allow Conrad's to fix the check engine light issue but I refuse to pay anything more. I also feel I should receive some form of refund for the inconvenience, I have been dealing with conrads for 90 days!

   

   

   

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

  Customer response

  09/16/2024

  RECEIVED VIA PHONE BY BBB STAFF MEMBER:

  The consumer stated the repairs have been completed and he feels the matter has been resolved. 

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They rounded the bolt off on the oil pan and now they say they can't get it out my question is now that they tried welding it and couldn't get out should I just take to Chevy now and have them flip the bill now

  

  Business response

  07/10/2024

  We called to help assist went to voicemail and voicemail was full unable to leave message. emailed as well. customer did return and drain plug repaired no charge.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to this location for a vehicle inspection and an alignment as long as everything was good and nothing needed replaced. I took it back the following day because my front tires still weren't straight. They checked again and said it was good. My car has been really bad on the freeway since so I checked the front end out myself and there are numerous parts that need replaced that conrads told me were all good. I will never go here again.

  

  Business response

  07/03/2024

  I'm sorry to hear about your experience. I will have a district leader reach out to you today and see if we can help resolve the issue.

• 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

*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. ↩