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
Customer Complaints Summary
- 56 total complaints in the last 3 years.
- 21 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/25/2023
Type: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.
Went here for new tires it was a great deal just tires. We turned down the brake job they wanted to do for $1300 but then they said my truck needed a alignment I drove my truck just fine doing 70mph down the road no problem. I get in my truck with new tires and now my truck pulls really hard left so I go back and ask for a manager he tells me I should have got the alignment then the guy that said he checked the alignment and started arguing with me that I didn't have no other paperwork that there was a alignment done because it didn't need it when I pulled into this shop these guys are scamming people to get more jobs
Business Response
Date: 01/26/2023
********
I was sorry to learn about your experience, and will research to correct.
***** *****
******************************
Initial Complaint
Date:01/19/2023
Type: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.
On December 26, 2022 I visited Conrad's to have a tire repaired. ******* ******, the customer service representative, advised that the tire could not be repaired. I instructed him to order a new tire. I returned the next day to have the new tire put on my car. After completion I was handed an invoice which stated CUSTOMER DECLINED FREE TIRE GUARANTEE. I told *** ****** that I had not declined the free tire guarantee at which time he said "oh yes you did, we had a big conversation about it." NOT TRUE. Why would a sane. Rational person decline a FREE tire guarantee?Business Response
Date: 01/20/2023
Will follow up with customer 01/20/23.Customer Answer
Date: 01/26/2023
[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:
RECEIVED VI PHONE BY BBB STAFF MEMBER:The consumer has notified the BBB that the issue has been resolved.
Regards,
******* ****Initial Complaint
Date:12/19/2022
Type: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 an appointment at 7500 YORK RD. PARMA , OHIO 44130.. This location for a simple tire bead seal. Even though I had an appointment for dec. 16th 2022 at 9am , it wasnt until 930am that my car's issue was addressed. Then I waited until almost 11am (an hr and a half) to be done with a ten minute service!..and my tire is still not holding air!..the valve stem cap is not the factory one that was on the car when i brought it there , and my whole hatch/trunk area was thrown EVERYWHERE!..not even an attempt to put any of the items back in there place! Tools and auto supplies and work clothes were thrown everywhere , and my spare tire and jack compartment was in shambles and left open!!..NONE OF THESE AREAS HAD ANYTHING TO DO WITH THE REPAIR I WAS THERE FOR!!!..I Will NEVER use this business AGAIN!..I warn anyone who was thinking of using them as well!! ITS AT YOUR OWN RISK! THE CO. IS MANAGED HORRIBLY AND THEY HAVE INCOMPETENT BAFFOONS WORKING ON YOUR CAR AND TOUCHING YOUR BELONGINGS!!Business Response
Date: 12/26/2022
Will reach out to customer to correct customer service concern.Initial Complaint
Date:12/09/2022
Type: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 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
Date: 12/10/2022
Responding to customer today 12/10/22 to resolve.Initial Complaint
Date:10/31/2022
Type: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 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
Date: 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 Answer
Date: 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
Date:09/27/2022
Type: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.
Conrads has had our car for 6 weeks and have done nothing with our carBusiness Response
Date: 09/27/2022
Spoken with customer, and following up with resolution 9/27.Initial Complaint
Date:07/16/2022
Type: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.
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
Date: 08/08/2022
Situation has been handled, thank you for your time
On Fri, Jul 22, 2022, 09:57 *****
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