Complaints
This profile includes complaints for Grismer Tire Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 27 total complaints in the last 3 years.
- 15 complaints closed in the last 12 months.
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Initial Complaint
Date:08/30/2022
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 8/27, I brought my vehicle to Grismer tire in Englewood, Ohio Originally they quoted me at $65 for a diagnostic they came back and said that my car would need an extensive diagnostic and that it would be $130. I paid for that, they tell me that it is my thermostat, I just purchased the car two weeks ago and the guy I purchased the vehicle from assured me he had just put a brand new thermostat in the vehicle. So I take the vehicle back on Monday 8/29, The technician at Grismer told me that the he calls “BS” that he did not think the man put on a new thermostat. Mind you I had been waiting in the waiting room for a good two hours I had asked him if they got the vehicle in and no later than I had asked them they had told me no and 10 minutes later they were coming out saying it was done they did the diagnostics and drove my car around how in that short amount of time frame I will never know. So on Monday 8/29, I bring my car back for them to put on the thermostat. they put on the thermostat and I take the car on the highway and it is still doing the exact same thing it was doing before they put on the thermostat so therefore it reassures me they put on a new thermostat when it did not need a thermostat and when I took it back after they tried to tell me it was a break in period, it’s still continue to overheat. After I took it back on Monday 829 they told me it was the radiator now mind you after doing an extensive diagnostic check on Saturday the radiator was never mentioned until after they put the thermostat on and it did not solve the issue. This place really needs looked into.
Business Response
Date: 09/16/2022
Mr. ******** first came to our Englewood location on August
27, 2022 with his 2000 Cadillac Deville that had 121,346 miles on it. He stated
that the check engine light comes on when the car is driven over 50 mph and
that the car starts to run hot (engine overheats) with the temperature gauge
rises to high temperatures but will drop as well. He also stated that the oil
light comes on.
Our technician found 3 different engine codes related to
issue with the Cadillac: one is related to a failing catalytic converter, one
is related to the engine coolant being over temperature (engine overheating),
and the last is related to a leak in the evaporative system. At the end of the
diagnostics, the technician recommended that one of the oxygen sensors be
replaced and the thermostat be replaced as well. Upon hearing this, Mr.
******** declined our estimate and took the vehicle.
Mr. ******** came back two days later to authorize the
thermostat replacement. Once the job was complete, the technician let the car run
outside the shop for about 15 minutes to make sure the engine got up to proper
operating temperature and to confirm that it was not overheating. This is
standard practice when it comes to cooling system issues. According to our invoice’s
time stamp, we wrote his work order at 7:48 am that day and cashed him out as
complete at 8:54 am, just over an hour total.
Mr. ******** came back that same day with the engine still
overheating. The technician inspected the vehicle and found the radiator
leaking at this time. The customer was made aware of the situation and declined
any additional service.
I contacted the customer to determine what resolution they were
looking for in this situation as it was unclear based on their BBB complaint. Both
Mr. ******** and his wife put me on speaker phone and were verbally aggressive
during our conversation and ultimately hung up on me, which left me to believe
that they did not want to work together to come to an agreement on the issue.
The fact remains that the customer purchased a 22-year-old
vehicle from a private owner with no service records and an engine overheating
problem. When the car came to us, the engine had been overheating according to
the customer. Any time a car overheats, the thermostat must be replaced as it
is usually damaged by the condition. This may not be the root cause of the
issue in most cases, but still a necessary part of the process and there are
always possibilities of additional issues to be present, including internal
engine failures & head gasket leaks, due to an overheat condition.
While I think the technician should have found the leak from
the radiator sooner, it does not change the fact that the thermostat would have
needed to be replaced as well in order to get the car in proper working order. I
am willing to refund the customer the price of the engine diagnostic, which
totals $152.33. The thermostat was replaced correctly and was part of the issue
that brought the customer to us.Customer Answer
Date: 09/16/2022
Complaint: ********
I am rejecting this response because: When the representative from Grismer tire reached out to me today on Friday, September 16, 2022 he was very hostile very aggressive. He basically called me a liar. Grismer tire should really look into hiring better customer service representation.
Sincerely,
******* ********
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