Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/03/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
We had them address issues with one of our cars a couple months ago. They ended up doing work on the vehicle that was not needed nor approved when it comes to cost. I was able to have it addressed and accepted that it was a mistake on the Assistant Manager's part, *******. Recently (February 25th) I brought in another vehicle. To avoid the same issue, I detailed with ******* exactly what I wanted worked on from the list I was provided. I was the given an expected total, $2286 Then I received a call that my car was ready and was told the total agreed upon. The got a call immediately after that ******* made a mistake and I owed $3011, much more than originally agreed. They ended up deciding on their own to do all of the work without approval. I had written notes and messages showing that I only agreed to so much. The manager, Rick, insisted that they work on everything listed no matter if the customer agrees. Which is a crazy policy to suddenly be told. Eventually they offered to remove the parts they put in without my permission before they could return my vehicle. After continued arguing and refusing to accept their gaslighting, the manager removed the fees for one of the major unapproved work. However, I still left having paid nearly $400 more than I originally agreed to.
Business response
03/04/2025
GOOD MORNING,
I HAVE SPOKEN WITH BOTH ****(CUSTOMER) AND STORE TEAM I HAVE FOUND AND BELIEVE
CUSTOMER WAS GIVEN A LIST OF REPAIRS NEEDED AND PRIOR TO ANY WORK BEING COMPLETED
HE WAS GIVEN AN ESTIMATE OF 3011.39 FOR ALL REPAIRS AND TAX NEEDED THIS WAS AUTHORIZED
BY CUSTOMER AND WORK COMPLETED AFTER. UPON PICKING VEHICLE UP THE CUSTOMER DENIED
APPROVING THIS MANAGER THAN MADE A CONCESSION AND DISCOUNTED TICKET $363.33. NO FURTHER CONSIDERATION
SHOULD BE GIVEN.
Customer response
03/04/2025
Complaint: ********
I am rejecting this response because:As can be seen from my attached images, my notes show what was approved as needed during my call with *******. Originally I approved $1,243 and then added the control arms during my follow-up call making the total $2.283.
The time stamps of my messages show when these notes were taken and my communication details. $2,648 is what I ended up paying after the manager removed one of the unapproved repairs. I am still owed $365 in repairs I did not approve.
Sincerely,
**** *****Initial Complaint
03/03/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Dear Grismer Management, I recently visited your *** ******* ****** ********** ** ***** store on March 1, 2025, for a tire rotation and wheel alignment. I am writing to formally express my disappointment with the service I received and to request a full refund due to the unsatisfactory and incomplete work performed on my vehicle. Prior to my visit, I called your location and was informed that I could bring my car in for a wheel alignment and tire rotation, with the total cost being $119.99. Upon arrival, your employee advised me to get a diagnostic instead, stating that it would be cheaper and that a wheel alignment might not be necessary. I agreed, trusting their expertise. However, after the diagnostic, I was told that I needed to replace all four tires and should also get additional flush services. I informed your employee that my tires were only two years old and that I was simply trying to determine the cause of my vehicle veering to the right. Despite this, they insisted on tire replacement. I declined and requested to proceed with the wheel alignment instead. After picking up my car, I noticed that it was still veering to the right and that the bump in my tire remained—indicating that the wheel alignment had either not been performed or was done incorrectly. Additionally, the promised free tire rotation was not completed. I then took my car to another tire shop, where within five minutes, they identified a bubble in my driver-side tire—something that should have been detected during the diagnostic I paid for at Grismer. As a result, I had to pay an additional $150 for a new tire. I feel that I was misled and overcharged for services that were either unnecessary, incomplete, or not performed at all. Given these circumstances, I am requesting a full refund for both the diagnostic and wheel alignment charges. I trusted Grismer Tire & Auto Service based on my family’s prior positive experiences, but after this visit, I regret my decision.Business response
03/10/2025
Mr. ***** arrived at our location on Saturday, March 1 requesting us perform and alignment and tire rotation. Upon further questioning, Mr. ***** told us that he was requesting the alignment because that while driving, he was feeling the "wheel bumping"...as if it was hitting something constantly. At that time, our employee suggested that there is probably something more than an alignment issue occurring with the customer's vehicle and that we recommend a drive diagnosis to get to the bottom of the issue, which costs $80. Mr. ***** agreed to this charge and signed our initial work order. Our technician test drove the car and put it on a lift to inspect the steering & suspension system. Everything appeared to be in working order with the steering & suspension, but the tech noted that there was a bubble on one of his tires, indicating an impact break (or broken belt in the sidewall) on the tire. Based on the impact break and tread wear of the other tires, our technician recommended four new tires & an alignment, along with other long term maintenance items. The customer approved the alignment only at this time and because the wear was excessive on the tires, no tire rotation was performed or charged to the customer. We performed the agreed up on work for the customer, however, we will refund the diagnostic charge to the customer with tax in the total of $93.74. While both the diagnostic and alignment services were properly performed, we failed to note the details of the inspection on the customer's invoice, which is an unusual occurrence.Customer response
03/10/2025
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. Please mail my refund to **** ******* ****** ********** ** *****.
Sincerely,
****** *****Initial Complaint
01/21/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Charged me $960 for only a seized caliper issue. I initially came in expecting to replace one of my front brake pads, unaware that the issue was actually a seized caliper. The worker quoted me for the full front brakes and the caliper, despite the fact that the brakes were only a year old and still in excellent condition. Knowing they didn’t need to be replaced, he proceeded to include them in the estimate. Believing the high cost was solely due to the caliper, I gave him the go-ahead. However, after authorizing the work, I called back to confirm and specifically asked if anything was being done to the wheel without the seized caliper. He assured me nothing was being done, which led me to believe the front brakes weren’t being replaced—an assumption he seemed fully aware of but chose not to correct. I was ultimately taken advantage of and overcharged $470.Business response
01/21/2025
The customer called and asked for a quote on brakes. We quoted 469.99 for brake pads and rotors. Upon arrival and inspection we found the Drivers side front brakes were metal to metal. The L/F caliper had locked up and caused the brake pads to wear all the way down to the metal and dig into the Brake rotor. Due to this damage, all parts would need replaced. We called the customer and explained the issue, and quoted him the exact price he paid. He excepted and we repaired the vehicle. The customer stated in the complaint that the brakes were only a year old and in excellent condition. That is 100% false. The L/F brake pads were 100% worn due to the caliper issue. Grismer did everything correctly for this customer.Initial Complaint
01/02/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
Grismer caused damage to my car on two occasions. They charged me to fix the problems they had created. I gave them the benefit of the doubt until they purposely caused damage to the car to upsell me. I see this has been a common complaint with them quite some time.Business response
01/06/2025
HAVE ATTEMPTED TO REACH OUT TO CUSTOMER I DO NOT HAVE ENOUGH INFORMATION
TO PROCEED WITH ANY REMEDY. THE LAST TIME I SHOW CUSTOMER IN OUR STORE WAS
JAN. 2024 ABOUT A YEAR AGO. NOT SURE WHAT COMPLAINT IS OR WHY IF ANY
MORE INFORMATION IS RECIEVED PLEASE FORWARD TO ME. THANK YOU
Customer response
01/08/2025
Complaint: ********
I am rejecting this response because:I do not see how Grismer could not have the correct information to contact me as prior to my complaint I was a customer for about eight years. This Columbus garage has called me numerous times when my car was in their care. They definitely have my contact information. This seems to me yet another tactic to cheat a customer and avoid responsibility.
However, I will call ******** at ***********.
Sincerely,
****** ******Business response
01/09/2025
I DO NOT HAVE ENOUGH INFORMATION TO INVESTIGATE WE HAVE NEVER BROKEN ANYTHING TO CREATE A UPSELL
I WILL HOWEVER LOOK INTO IF PROVIDED WHAT AND WHEN THANK YOU. I ALSO TAKE EXCEPTION TO COMMENT THAT WE ARE DELAYING ANYTHING
Initial Complaint
10/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I paid over $1100 to get all of my brakes fixed which included new rotors and brake pads. After about 18,000 miles brakes started squeaking. I took my car to the shop that replaced my brakes originally. After they inspected my car they said both rotors and pads need replaced for the rear of my car. Again, brakes and rotors last at least 30,000 miles. Also note, I rarely drive this car great distances. Just around my suburban town. This is normal driving and I put on about maybe 7-10k miles per year.Customer response
10/14/2024
I talked to the manager and I'm happy to cancel this complaint as we've agreed to terms of repairs.Initial Complaint
10/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased 4 tires on 09/16/2024 with the caveat that I would receive 4 free oil changes. On 10/1/2024 I received my first free oil change with an invoice total of $54.59 The undisclosed additional charges were: $20.00 Grismer Additive Cleaner; 17.99 Oil Filter 100241; 10.99 for an additional quart of synthetic motor oil; with Applicable taxes. I believe this is consumer fraud due to false advertising from the online ad and within the store itself. The details are never explained at the outset of the offer nor do they tell you additional charges have accrued. This is a bait and switch tactic. The initial offer is disguised to generate more revenue and force customers to pay for undisclosed additional services. I would like a refund issued back to my form of payment.Business response
10/02/2024
Mr ****** is well aware of the addition quart of oil for $10.99, the special filter needed for his Volvo for $17.99 and the $20 upgraded conditioner that he approved. Grismer has a signed work order from Mr ******* approving all of these charges.
Grismer clearly states on the bottom of the 4 free oil change card issued to every customer that purchases 4 tires that the 4 free oil changes have a 74.99 maximum retail value, are for MOST vehicles and MOST filters.
Initial Complaint
09/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I brought my car in to Grismer when the check engine light came on. They said it was the catalytic converter and without telling us used an aftermarket catalytic converter. On the receipt you can even see that it says new catalytic converter. Shortly after The check engine light came back on, I brought my car back to the shop and they said that it was the oxygen sensor. They replaced that, then shortly after I left, the light came back on. I brought it back and they said that the first catalytic converter was faulty and they would replace it with a new one because it was under warranty. When I left with it, the light came back on. I brought it back and they replaced the converter for the third time, and the light came back on shortly after. When I reached back out, they refused service and said that I would need to go get a brand new catalytic converter from someone else, and only at that point would I be able to get a refund from them. They’ve put us in a position where in order to get a refund for around $1500 I may need to spend $2000, and that doesn’t guarantee that I get the refund. I have several receipts showing the course of events.Business response
10/07/2024
WE ARE AWARE OF ISSUES INVOLVING THE 2014 CHEV. CRUZE AND HAVE FOUND THAT
ON INITIAL VISIT 7-16-24 THE VEHICLE FAILED A TEST ON CATALYTIC CONVERTER AS
WELL AS DOWNSTREAM O2 SENSOR AFTER CONVERTER REPLACED. THE CUSTOMER HAD
THEN RETURNED TWICE ON 8-3-24 AND 8-15-24 STATING DEALER SAYS OUR REPLACEMENT
CONVERTERS ARE BAD. AT THIS TIME WE REPLACED CONVERTER 2 MORE TIMES UNDER WARRANTY.
BOTH TIMES VEHICLE WAS TESTED AND CONVERTER PASSED TESTING, WE STILL REPLACED
UPON CUSTOMERS INFOMATION GIVEN FROM DEALERSHIP. WE FEEL THE VEHICLE HAS
GOOD CONVETER ON AND NEEDS A PCM PROGRAMMING. CUSTOMER STATES DEALER SAYS
STILL NEEDS CONVERTER. THE STORE MANAGER RYAN HAS SPOKEN TO CUSTOMER THAT
IF DEALER NOW REPLACES CONVERTER AND THEN NECCESSARY DRIVE TIME OCCURS AND IF
PROBLEM IS SOLVED WE WOULD NEED PART BACK THAT DEALER REPLACES AND REFUND
FOR OUR SERVICE WILL BE ISSUED. THANKS **** ****** AREA MGR GRISMER TIRE.Initial Complaint
09/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Took my Kia soul up there to get fixed it wouldn’t start the next morning I called them after paying them they are telling me it’s not there problem it won’t even start nowBusiness response
10/01/2024
The customer brought their car in to our Huber Heights location complaining about an issue with the charging system on the car. The vehicle had continuous issues with stalling and not starting over the previous few months. Up to that point, they had installed 2 different batteries from Auto Zone and had an at-home mechanic install an alternator. After this, they were still experiencing an issue.
Once we had the car in our shop, our technician found that the main power line to the alternator was not re-connected properly by the mechanic who had installed prior to us inspecting it. Our tech found this by testing the voltage on the alternator as it arrived in our shop. It only tested at 11V when most properly working alternators will charge at 12-16V. Our tech properly re-connected the power cable and let the car run for 45 minutes after to make sure the alternator was charging correctly. After the time running, the tech tested the alternator one last time and it was charging at 15.9v and running as to be expected. We released the car to the customer at that point.
The customer states that once they got the car home, the alternator was only charging at 11V and the next day the car would not start. At this time, I explained to the customer that we would happily inspect the car at no charge to see if there was an underlying concern that was not seen on the initial inspection. This could be a number of issues that caused this, including a used or incorrect alternator having been installed by the at-home mechanic. We never saw the customer again at our Huber store and hope they were able to get their car addressed. We will refund the $55 to the customer as a sign of good faith and consider this matter final.Initial Complaint
09/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 6/6/23 I purchased brake work in the amount of $539,85 at the Englewood OH Grismer store. This was for new brakes all the way around. After the work was complete, the brakes continued to squeal each time I stopped. Today, 9/20/24 I dropped my car off at 8:20am having made an appointment to have it looked at today. I took the day off work and paid for Ubers both ways. At 2:30pm, I called the store having not heard from them all day. At this point they informed me that they didn’t think they would get to look at my car at all because there were several in front of me even though I had an appointment. At this point, I let them know that I would just come and pick the car up. I am extremely disappointed because I have been a Grismer customer for many years and have spent a large amount of money at this store. This is the third time in the last year that I made an appointment, only to be turned away without service and having lost a day off from work and the cost of Uber. I am also extremely upset that I cannot get service for my warrantied work performed at Englewood Grismer and will apparently have to pay someone a second time to do the job right because Englewood Grismer cannot be bothered. I would like for Grismer to pay for the cost of repair at another shop.Business response
09/23/2024
I spoke with the customer today and we are providing her with a rental car this Friday morning and addressing her concerns with the brake system, which is still under warranty.Customer response
09/27/2024
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.The main office and the manager at the Englewood store have both been proactive and wonderful in resolving this issue. My car is repaired and a rental was provided at no cost.
Sincerely,
*** *******Initial Complaint
05/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
On Monday, 5/20/24, Went in for AC issues, they proposed to do an AC general service for $229 to find out if that's all what's needed. I accepted the service, then I was told they suspected some issues with AC compressor and they needed do do additional checkup. This additional check up came to be $150 that I was not made aware off in advance. Then, they said my car need new compressor which would bring the charges over $1000. I declined to install new compressor. So, with shop parts and taxes, I ended up paying them $442 for nothing. They could have done some diagnostic test on the compressor rather than the initial $229 general AC service which in my view is just a trap and a ripoff. Their planned and structured approach to do the service was not in good faith. The additional $150 charged for checking out the compressor should have been included in the $229 general AC system checkup.Business response
06/12/2024
BBB complaint # ********
I am contacting ****** ***** to discuss the issues.
He came in for an A/C service due to his Honda CRV not blowing cold air. We performed the A/C service for 229.00 which includes hooking up our A/C machine and determining the amount of Freon in the system. This is always the 1st step when checking A/C. Without Freon in an A/C system, the Air Conditioning will NOT work at all. After we evacuated and recharged the system while performing the A/C service the A/C still did NOT work. We needed to perform further diagnostics to determine the problem. Theie is a $150 charge for this diagnostice test. After checking power, ground and pressures in the system is was determined that the A/C compressor was faulty. Mr Daoub approved the initial A/C service and the A/C diagnostic test, and declined the compressor repair.
Thanks
*** *********
Grismer SupervisorCustomer response
06/19/2024
The Business has refunded $175, and this is satisfactory for 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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
24 total complaints in the last 3 years.
13 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.