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.

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Conrad's Tire Express & Total Car Care has 39 locations, listed below.

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  Conrad's Tire Express & Total Car Care

  14577 Lorain Ave Cleveland, OH 44111-3156

  
• 

  Conrad's Tire Express & Total Car Care

  123 N Saint Clair St Painesville, OH 44077-3932

  
• 

  Conrad's Tire Express & Total Car Care

  14960 Snow Rd Brook Park, OH 44142-2453

  
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  Conrad's Tire Express & Total Car Care

  1715 Chester Ave Cleveland, OH 44114-3617

  
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  Conrad's Tire Express & Total Car Care

  17572 Pearl Rd Strongsville, OH 44136-6867

  

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: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,
  
  
  ***** *****
  
  
  
  
  

• Initial Complaint

  Date:06/10/2023

  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.

  Conrad’s allow you to make an appointment online, for some reason the location in question does not honor online appointments. When I went the manager pointed his finger in my face and said as very nasty. He told me I sat in the parking lot and made another appointment on which that was not true. I have emails to prove.

  

  Business Response

  Date: 06/26/2023

  We will reach out to the customer and follow up.

• Initial Complaint

  Date:05/11/2023

  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 brought my car in for a car wash under there umbrella store **** ***** *** ***** My antenna was completely dismantled in the process. I was assured that they would repair/replace it. It was left open to the elements and needed reinstalled. I was asked to get two estimates. Once the estimates came in the district manager refused to cooperate with me.

  

  Business Response

  Date: 05/31/2023

  This is a correspondence for the complaint filed by ******* ******* under **** ***** *** ***** **** ******** vehicle was washed at **** ***** *** **** in Cuyahoga Falls on 2/16/23. At that time the plastic cover from her antenna on her 2014 *** ****** was blown off in the wash process. After following our incident process, we concluded that the antenna cover is known to have structure issues. There are numerous reports online and through forums were these style covers break or fail due to design. We offered to reattach the cover on the vehicle and Mrs. Burgess was to visit one of our parent company repair stores Conrad's. After speaking with the manager she had never set up a time to have the cover fixed. We have signs on the property stating we are not responsible for antennas, also the make of the vehicle having known issues we would not fully replace the antenna at a cost of over $700. However we did offer a solution for the issue that was not completed by the customer. 

• Initial Complaint

  Date:04/30/2023

  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 took my 2008 **** Commander to Conrad's in mid September of 2022 because it was not acceleration as it should. They evaluated my vehicle and told me the transmission needed replaced and would cost close to $2000.00. I agreed to have the transmission replaced. It was a used transmission that came with 12 month warranty. It took them roughly three weeks to complete the job because after the transmission was replaced they found the PCM was bad and they were unable to program the new transmission. They replaced the PCM at their cost and took my vehicle to ******** Chrysler **** in Amherst to have it programmed. I got my vehicle back on 10/07/22 after paying a total of $2044.66. Soon after getting my vehicle back, it started to not shift right into first gear, it would 'kick' hard. I took it back to Conrad's and was told to just keep driving it and it would 'straighten itself out'. I did just that and it continued to not shift correctly. I took it back to Conrad's two or three more times between mid October and mid January of 2023. Each time I was told it wasn't the transmission but the PCM that was programmed by ******** that wasn't programmed correctly and I had to take it there. I took it to ******** two or three times and was told that it was Conrad's responsibility, not there's. This kept happening each time I would take it to Conrand's, they kept sending me to ******** and not taking responsibility for the poor job they did. After taking it to ******** again they finally found that the transmission Conrad's installed was installed with no filter, causing all of the problems, and it was nothing to do with the PCM. This cost me $598.50 at ******** to diagnose the issue and put in a new transmission filter and fluid. Had Conrad's taken the time to properly diagnose the issue and properly install the transmission in the first place it would have saved almost $600 and my time and stress over the two plus month period of being sent back and forth.

  

  Business Response

  Date: 05/15/2023

  We have spoken to the customer last week, and will be reaching out today to offer a resolution.

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair 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.

  Ok first thing is back in December of 22’ they put in a serpentine belt. I had to go back a day later for having squeaky noises from the belt so they had to tighten the tensioner on it. The car has been running great so far until a couple days ago. I noticed the car running hotter than normal, but not overheating. I took it in for them to check it out(April 15th 2023) and they did a pressure test on it and checked the radiator fan it drove home great. It started up fine this morning, but as soon as I was leaving work to go home I started it up and there was that squeaking noise again, I tried it again and it did it again but almost wouldn’t start. So I drove it to the store, was about to leave and it started fine no noise but the car is running rough. Had to run out tonight and it did it again but almost wouldn’t start. What is going on. I didn’t have any problems until I brought it in for them to do a pressure test and check the radiator fan. No dashboard lights have come on, thank goodness. I’m coming back tomorrow (April 17th, 2023)afternoon for them to check on it. I don’t have a lot of money to keep doing this. The car was running fine until they did a pressure test, now it’s running rough and squeaky belts again. I really don’t know what to do.

  

  Business Response

  Date: 04/17/2023

  We will have our District Leader of the Hudson location get involved to insure we can fix this situation.

  Customer Answer

  Date: 04/17/2023

  [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:04/06/2023

  Type:Billing 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.

  While Conrads was completing a service requested they were to fix a grounding issue when they decided to grind a bunch of paint away and not properly repair the mess up of their mechanics. I went and got a body shop quote and returned for the repairs to be reimbursed so i can take it to a body shop and he will not take care of it. This is ridiculous as they are the ones who made the mistake and need to pay for it to be done the correct way.

  Customer Answer

  Date: 04/07/2023

  RECEIVED VIA EMAIL BY BBB STAFF MEMBER:

  ******,

  
  I had a call from the corporate Manager and discussed the issue with him and he came back with writing a check for the damage repair from the body shop and I am pleased with this result as it was what i was requesting to the store manager when he said he wasnt going to do that. The issue in my mind has been resolved at this point once i receive my finds for the repairs
  
  ****** *****

• Initial Complaint

  Date:03/14/2023

  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 went in to have a tire sealed and came out with a $65 bill. The date was Monday the 13th at the Medina location. I purchased the tires there and was never advised beforehand that these repairs were needed. They broke lug studs, nuts, and tire pressure sensors and wanted me to pay for them.

  

  Business Response

  Date: 03/21/2023

  The customer does not want any contact from us based on his response. We will email him to see if he is willing to discuss this with us.

• Initial Complaint

  Date:01/28/2023

  Type:Customer Service 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.

  Dropped my car off after making an online appointment for 9am. Gave them until 5pm to do an oil change and tire rotation. Had my car for all those hours and never did a thing. Completely unacceptable. Don’t take appointments if you don’t have the ability to complete the task.

  

  Business Response

  Date: 01/29/2023

  I will be reaching out to the customer to correct the problem upon my return to the office on Tuesday January 31st.

  Customer Answer

  Date: 01/30/2023

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