ComplaintsforRad Air Complete Car Care and Tire Center - Strongsville
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Complaint Details
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Initial Complaint
01/10/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
August 2, 2023 - *** *** worked on MKX for $3,773.41 Front Brake Pads Front Brake Rotors Front Lwr Control Arms Center Hub Assist Front Wheel Bearings Front Axle Assembly Outer Tie Rod Performed Thrust Angle Wheel Alignment. Checking & Adjusting where needed Received call from **** with Rad-Air. He said they completed my car and that everything was replaced and I have a new front end. September 19, 2023 - The left front wheel locked up while I was turning into a residential neighborhood. Called Heidi’s Towing to tow car to Rad-Air $319.18 September 21, 2023 - **** from *** *** called to let me know my car is repaired and ready to be picked up. He said there is no cost to me for the repairs. (I did not receive any paperwork for these repairs so I cannot confirm or deny what work was completed) October 6, 2023 - The right front wheel locks up while I was driving. Called ******* ****** to tow car to Rad-Air…Again $373.62 Received a call from **** from Rad-Air. He said that the wheel coming off was not the result of the work they completed. I asked how this could be since he had told me they replaced everything. He said that the damage was from the front strut going bad. **** quoted the repairs at approximately $1,300. Told him I would get a second quote. I called Center Towing to tow MKX from Rad-Air to Bennet’s Auto Care across the street. October 13, 2023 **** from Bennet called to let me know he had my car repaired. Total cost $749.52 The Strut was damaged but, not broken. **** removed and replaced the strut. He said it looked like I locked the front wheel in a vice and forced the steering wheel to turn, resulting in twisting the strut. (I did hear a pop & had a tough time turning the wheel right before the wheel fell off) I argue that the strut was fine until I needed to force the steering straight. I struggled to do this because something that Rad-Air replaced failed. Their poor work caused the damage to the strut along with all the remaining damage & costs.Business response
01/18/2024
Please see all attachments for complaint # ********. Thank YouBusiness response
01/18/2024
Please see all attachments for complaint # ********. Thank YouCustomer response
01/18/2024
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.
Regards,
***** ********
Customer response
01/18/2024
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.
Regards,
James Harrison
Initial Complaint
02/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 02/18/2023, I dropped off my 1998 ***** CR-V because my anti-brake (ABS) system indicator light had popped on indicating that I was in need of new brakes, as well as I wanted an oil change and a replacement car horn installed ! I soon received a phone call from ****, and I was told that my front brakes were fine after inspection, but I needed back brakes and all the associated hardware ! **** further explained that after inspecting my vehicle they found that I needed my right front lower Ball Joint replaced. After consideration, I elected to have "all" of the work performed at one time to avoid future worries. Upon going to receive my vehicle after receiving a call from **** informing that all the work was completed I was presented with an invoice of $1,146.69 which I believe was inflated due to the color of my skin ! As I was paying the invoice, **** turned to me and said "by the way, you need front struts because your springs are broken" and I in turn stated why didn't you inform me when you first called after your initial inspection of the vehicle and he stated that they had missed it ! He went on to quote me a price of over $700.00 and I told him I would have to think about it and get back to him. I was taken aback because I was would have considered having the work done with all the other work. Nevertheless, after paying the invoice, I got in my vehicle and became aware that my ABS indicator light was still on !!! I went back in and ask **** why this is the case and he became indignant and said that the ABS is the different issue, and after I stated to him that I came in to get my brakes issues resolved, **** undertook a condescending, dismissive, and racist disposition that I soon recognized as being due to my being black and my African -American heritage and my daring to question him !! I seek to have the proposed inflated charges examined, have the ABS issue resolved, and have **** held accountable for his racist, demeaning attitude directed towards me.Business response
02/27/2023
Please see attached explanation and check in sheet for *** ****'s complaint. Thank You **** Rad Air Strongsville
*** *****’ complaint is totally based on three factors. 1) *** **** himself (without any input from us) was under the assumption that his ABS (antilock braking system) light illuminated on the dash would also be repaired by simply repairing his grinding brake issue he originally brought the vehicle in for. 2) *** **** has a somewhat compromised communication issue, and it is a bit difficult to discuss some issues to him. 3) Note, this is a 1998, ***** CRV with 187,215 miles on it. It is not uncommon to find several issues on a vehicle of this age and mileage in our environment.
*** **** came in requesting a quote to repair his front brakes, (said he feels he needs front brakes because they were grinding), also *** **** requested an oil change service and also wanted us to install a horn for him that he had already purchased. Our first step in checking brakes is to road test the vehicle. When we completed the road test our technician felt a grinding coming from the rear brake area and also experienced a loud clunk noise from front end over bumps. Our technician proceeded to raise the vehicle on the lift and remove all four wheels and tires to inspect the brakes, and look for the source of the noise. Our findings were that the left rear brake hardware had broken and fallen apart and was grinding inside the brake drum, and the brake shoes were damaged and breaking apart. The front brakes had 45% life left in them. We also found the noise to be coming from the right front lower ball joint, which was worn out to the point the wheel could have fallen off the vehicle at any time. At this point I prepared and estimate for these repairs, installing his horns, completing the oil change service, and completing a wheel alignment. I Called *** **** and advised him of our recommendations and that estimate would be $ 1,061.75 plus taxes with tax it would be $1,146.69. *** **** approved all the repairs.
Late in the afternoon, our technician called me over to look at *** *****’ vehicle. He informed me that he was just about done with the front-end work for *** ****; however, when he was reinstalling the front tires on the vehicle, he noticed something odd looking about the front springs. Upon inspection, he found both front coil springs were very rusty and that one of the coils (one coil on each spring) was broken on each spring on both sides of the vehicle. I inspected the vehicle with the technician and found it was indeed very hard to see the failed spring due to the rust. Additionally, the springs must have been broken for a very long time because the cracks were rusted solid (this was not a recent failure). At this time the only thing I could do is attempt to source the springs and related parts and develop an estimate for this repair, this was close to our closing time and I barley completed the estimate before *** **** arrived.
When *** **** arrived to pick up his car, I informed him about the broken springs we found late in the day and I barely had time to source the springs and produce an estimate before he arrived. *** **** was very upset and said if he knew about the needed repairs, he would have had them completed while it was here. I informed him that it was not found until installing tires back on vehicle and was not enough time to source the parts late in the day and / or make the repairs in the same day. I provided *** **** with an estimate and offered for him to leave car for the additional repairs and that we would supply him with a free loaner vehicle for the weekend at no charge. Or he could return for the repairs on Monday. *** **** chose to take his vehicle for the weekend.
*** **** left with his vehicle and immediately returned and inquired as to why his ABS light was still illuminated on the dash. I attempted to explain that the ABS system is an electronic controlled hydraulic
function of the braking system and has nothing to do with the mechanical aspect of the actual rear brake repairs we completed for him. Additionally, *** **** did not request that we diagnose the illuminated ABS light when he brought the vehicle in for service; therefore, we assumed *** **** was not concerned with the illuminated ABS light since he has been ignoring the illuminate ABS light for some time. We were instructed by *** **** to repair the brakes due to grinding noise, not to diagnose the illuminated ABS light. Again, I explained that the manual part of brakes always needs to adressed first, and that the illuminated ABS light was not on due to the bake failure we addressed for him.
*** **** was still very upset , again I attempted to explain the systems operations by utilizing an A/C Delco illustration book of brake system components and pictures / explanations of a complete brake system operations. I pointed out the areas we serviced and where / how the ABS system is and how it operates. No matter how I tried, I still fell short on fully addressing *** ****’s concerns. I also offered to perform a free antilock brake diagnostic for him if he were to drop the vehicle off on Monday. I spent a lot of time attempting to explain the workings of the brakes and / or ABS system to *** *****’ satisfaction; NTL, I believe I failed.
The offer still stands for fee ABS diagnostic testing, a free loaner car, and a discount for any further repairs for *** ****. I feel we did a very excellent job of repairing *** ****’s vehicle for the issues presented and requested of us, at a fair price (with all discounts) and treated *** **** with dignity and respect. Please contact me if you have any questions.
Sincerely, **** ****** / Service Manger
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Customer Complaints Summary
4 total complaints in the last 3 years.
1 complaints closed in the last 12 months.