The vehicle had an oil change on 4/28/17. The customer came right backafter service stating the oil pressure light is on and the vehicle iscutting off. Conrad's inspected the vehicle and found the oil level full,correct filter installed and no leaks were found. Conrad's saved the oldfilter...
which was very brittle and falling apart. The last oil change wasapproximately 40,000 miles prior to the 4/28/17 service based on Conrad'srecords. The customer could not provide receipts or a maintenance logproving an oil change had been done since then.The customer returned a few days after this initial conversation.Conrad's dropped the oil pan and found metal shavings and heavy sludgewhich would occur due to lack of maintenance. Our General Manager,District Leader, and Store Leader believe we were not at fault due to thetime and mileage between oil changes. The issue was turned over to ourinsurance company and a forensic expert investigated. The forensicexpert's conclusion follows:"it is my professional opinion that the damage to the engine is solelycaused by improper maintenance practices over a long period of time,resulting in internal engine wear due to overused engine oil."A copy of this forensic report can be provided to the customer upon theirrequest.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Conrads did a great job, in helping me with my Michelin Tires, and they were outstanding. I highly recommend Conrads because they stand behind what they sell, it is the Manufacturers that decidedwhat happens and Conrads was there and they helped very much in this matter.
Regards,
[redacted]
This response was received via email by Revdex.com (see attached for original document.)[redacted]
[redacted]
[redacted]
[redacted] Insured: Conrad's Tire Service, Inc.Claim No.: [redacted] Loss Date: [redacted] Dear [redacted]: As a follow-up to our letters of declination dated April 26, 2017 and May 12, 2017, we must again respectfully deny your automobile property damage claim. After the inspection of your vehicle on May 24, 2017, it has been determined that the damage noted to the body panels, and wheel are not consistent with damage caused by a car wash. If a foreign object would become lodged in the wash wraps, the damage would extend down the entire length of the vehicle and would damage more than one vehicle, Please be advised that on this day in question, this car wash facility washed over 900 vehicle without any other incident. Due to the circumstances, we have found no liability on the part of our insured for this incident. In the absence of such liability, we will be unable to make any payments. With this letter we respectfully deny any liability claim you would or could bring against our insured. Cordially, Erik J. M[redacted]
cc: Headquarters, Claims Department Conrad's Tire Service
I spoke with Mr. [redacted] on 12/5 regarding his recent experience with our
company. I did apologize multiple times to him for our poor handling his
experience with us.
I was going to offer a significant dicount on the tires if he still needed
them but, he had already purchased tires.
I also...
explained we would be discussing with our employee's how they
mis-handled this visit and what steps they need to take in the future.
Finally, I offered Mr. [redacted] a gift card to multiple restaurants so
that he and his significant other could go out and enjoy dinner on us. We
know we can not back in time and fix the event but, maybe he could enjoy
a nice night on us. He declined and would not accept.
Upon leaving Conrad’s after a tire purchase and installation, the customer had one of his new tires blow out. The sidewall and bead had ruptured. He had the car towed back to us that same day. We replaced the tire and installed it at no charge at that time.Conrad’s is of the...
opinion that the issue is the result of a faulty tire. The customer feels the problem may have been the result of over inflation. We do not feel this was the case due to the fact that the equipment used during the installation process indicates not to exceed 40psi. The tire in question allows a maximum inflation of 51psi.Conrad’s has no issue with the requests made by the customer to make this right due to the inconvenience incurred. Per his request; we will refund the cost of the tow upon obtaining the receipt for this service from the customer, replace a hubcap which was damaged due to the tire failure, and send him a cash settlement of $50.The customer has been contacted and has accepted the resolution.
I just wanted to update you on the status of my Revdex.com complaint against Conrad Tire's in Lakewood, Ohio. I have spoken to a customer service representative at their corporate office, [redacted], who has looked into my complaint. He has spoken to both the Conrad Store and the car mechanic who fixed my...
broken rear brake drum. He has indicated that the fault is with Conrad's, and that my car should "have never left the store in the condition it was".Therefore, Conrad's will be refunding me in the amount requested on my complaint (the cost of the brake drum repair), and will be also providing education to the sales people at the Lakewood store to make sure future errors do not happen again.Therefore, the complaint has been resolved to my satisfaction, pending the arrival of my refund check.
Sorry for this long response, but it does include the original email from the customer.On 3/31/16 the customer contacted Conrad's over the phone requesting anemail address to send a formal complaint to. She briefly went over theissue but insisted on sending an email for documentation...
purposes.On 4/1 I received her email and then spoke to her over the phone. At nopoint did the customer mention any issue with the service performed on herbrakes. Her only issue at that time was that we gave her information tothe person who hit her car. She expressed that she wanted compensationfor this and felt her privacy had been invaded. I apologized and agreedthat we should have checked with her first before giving out thisinformation. I offered her a $50 gift card for trouble and she declinedsaying it was not enough.At this point she changed her focus to blaming Conrad's for the incidentand wanted us to be held responsible for her car being damaged. I didexpress that if we damaged the car that we would take care of the repairs,but since another party admitted to being responsible that it would be upto those parties to resolve the issue. Again, there was no mention of anytrouble with the work we performed.My recommendation for resolution is to have Conrad's inspect the brakesand correct any problem that we created or did not correctly fix. If thecustomer will not come to us, I would recommend she takes it to a facilityof her choosing and we will pay for any problem we are responsible for. If the second option is what the customer chooses, we will needdocumentation from this facility stating we are responsible.The customer's original email to us is below.++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++...⇄ morning, this email is being sent to provide more details to ourprevious phone conversation on March 31, 2016. On March 30, 2016 I, [redacted], dropped of a 2012 Silver Dodge Journey to be serviced atapproximately 8:15 a.m. I requested an oil change and brake inspection. At9:40 a.m. on the same day I received a call from unknown female named,#########, who stated she tapped my vehicle at Conrad's. I asked her ifshe was kidding and she responded no and stated "Thad was shown thedamage". I took her contact phone number and her insurance information. Icalled Conrad's and talked to Bruce, the store leader, at 9:49 a.m on thesame day. I asked is it store policy to provide unknown individualscustomer's information. He advised that he was aware of the incident and hetold Thad to take her information and pass it along to me. While we were onthe phone, Mike, called me from another extension so Bruce told Mike that Iwas on the phone. Bruce apologized for my information being given out andtransferred me to Mike. I talked to Mike who gave me an estimate and Iasked him if the oil change was completed and he advised yes and my car wasin the bay. I teetered on having the brake job completed because I had notseen the damage to the car. I provided verbal authorization for them tocomplete the brake job. After work I go over to Conrads and walk over to myvehicle and I take a picture of the damage. I walk in to the service deskwhere Mike apologizes for the incident. He proceeds to tell me they wouldhave never known if she would have not called them to let them know whathappened. He continues by saying he had to look for the vehicle because mycar was in the bay being serviced. He stated that he looked up myinformation and gave it to the lady because she advised that she would notanswer a call from an unknown phone number. Mike said he looked at thedamage and it would probably be at least $800 to repair but he figuredmyself and the other party would work it out. There was a lobby full ofpeople and a line of customers picking up and dropping vehicles off. I paidthe full price for the service grabbed a [redacted] and left as to not cause ascene and a potential loss of clients waiting to drop off cars for service.I feel unvalued as a customer having vehicles serviced at this location forthe past 15 years. I was also nervous about contacting the insurancecompany as they did not provide me with any details about the other partywho has an out of state phonenumber. ...⇄ Thank you for takingthe time to research the matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Upon inspection of the [redacted] belonging to [redacted], found
left front wheel bearing making noise; not right front as originally
stated by customer. Left front wheel bearing assembly has never been
replaced according to customer history.
Also, both left side tires have irregular...
wear causing road noise.
Informed customer that left front bearing making noise; not looose, and
cross-rotated left front with right rear tire at no charge. Also, checked
vehicle alignment at no charge to inform customer of alignment status.
Customer to write a retraction statement to orginal complaint stating that
the right front bearing is functioning correctly.
This consumer message was received by Revdex.com via email.I took the car into Conrads on Sept. 26, 2017 at around 5:00 PM. Theysaid they did a pressurization test and didn't find anything wrong withthe car. That the radiator was fine. There were no leaks. The next day I went to work and the car over...
heated. ( I work late evenings into the nights so repair shops were closed). The next day, Sept 28, 2017 I took the car into another repair shop and they found a leak and a crack that needed to be replaced. I had it replaced at $850.00. So Conrads did not do a pressurization test or they would have found the crack and leak. I should be compensated the $850.00 back due to Conrads saying they did work on the car when they didn't, and causing me to loose a night of lost work!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
On 1/7/15 I spoke to the customer in regards to the complaint at a
Conrad's. It was determined that we did not gather all of the information
from the customer, nor did we document the information correctly on the
invoice. This caused a misdiagnosis.
I apologized to the customer and promised that the staff members involved
would be counseled internally. Due to the fact that another repair
facility did correctly diagnose this problem, we are refunding the cost of
those repairs.
Our District Leader has spoken to the customer in regards to their complaint with the Conrad’s location in Parmatown, OH. The complaint was in regards to miscommunication and failure to properly diagnose an overheat condition with their vehicle, markup of aftermarket parts, and an excessive estimate for an unrelated brake repair. Upon discussion, we found that the customer could of had the overheating repairs performed under warranty with us, and we were happy to refund their costs to the other repair facility that solved their problem. We also discussed our markup policy and how we cannot compete with a parts store business model as we are more service oriented. Additionally, reviewing the brake estimate, it is in line with comparable service costs, but the customer had work done with a family member and admits it was at a discounted price. We discussed in detail the events leading up to the complaint, and we have taken action to prevent any future instances like this from occurring. The customer is appreciative of our attention to this matter and has stated upon receipt of the refund, would notify the Revdex.com of their satisfaction with the outcome. This matter could have been avoided had we described the necessary repairs more clearly or offered other solutions to their problem.
ID [redacted]According to the customer, he had also filed a complaint against Michelin. Michelin has agreed to a 45% credit towards the purchase of new tires. Conrad’s has also agreed to do the installation at a 50% discount.We also communicated to him Conrad’s policy to rotate tires...
front to back and if he would like tires to be rotated differently, in accordance to dealer recommendation, to let us know and we will accommodate.The customer was happy with the resolution per the conversation we had with him since the complaint was filed. He communicated to us that his issue was mainly with Michelin and not with Conrad’s.
I inspected Ms. [redacted]'s car today. Upon inspection we did find that evenwith O.E. filter currently on the car, you can not properly install thea/c line to the car. With a filter that would be taller, it would not beremotely possible to install the a/c line to the car.We are refunding Ms. [redacted]...
her desired settlement and also providing herwith a $50.00 gift certificate for her inconvienence. She seemed verypleased.This complaint is resolved,
The vehicle had an oil change on 4/28/17. The customer came right backafter service stating the oil pressure light is on and the vehicle iscutting off. Conrad's inspected the vehicle and found the oil level full,correct filter installed and no leaks were found. Conrad's saved the oldfilter...
which was very brittle and falling apart. The last oil change wasapproximately 40,000 miles prior to the 4/28/17 service based on Conrad'srecords. The customer could not provide receipts or a maintenance logproving an oil change had been done since then.The customer returned a few days after this initial conversation.Conrad's dropped the oil pan and found metal shavings and heavy sludgewhich would occur due to lack of maintenance. Our General Manager,District Leader, and Store Leader believe we were not at fault due to thetime and mileage between oil changes. The issue was turned over to ourinsurance company and a forensic expert investigated. The forensicexpert's conclusion follows:"it is my professional opinion that the damage to the engine is solelycaused by improper maintenance practices over a long period of time,resulting in internal engine wear due to overused engine oil."A copy of this forensic report can be provided to the customer upon theirrequest.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Conrads did a great job, in helping me with my Michelin Tires, and they were outstanding. I highly recommend Conrads because they stand behind what they sell, it is the Manufacturers that decidedwhat happens and Conrads was there and they helped very much in this matter.
Regards,
[redacted]
This response was received via email by Revdex.com (see attached for original document.)[redacted]
[redacted]
[redacted]
[redacted] Insured: Conrad's Tire Service, Inc.Claim No.: [redacted] Loss Date: [redacted] Dear [redacted]: As a follow-up to our letters of declination dated April 26, 2017 and May 12, 2017, we must again respectfully deny your automobile property damage claim. After the inspection of your vehicle on May 24, 2017, it has been determined that the damage noted to the body panels, and wheel are not consistent with damage caused by a car wash. If a foreign object would become lodged in the wash wraps, the damage would extend down the entire length of the vehicle and would damage more than one vehicle, Please be advised that on this day in question, this car wash facility washed over 900 vehicle without any other incident. Due to the circumstances, we have found no liability on the part of our insured for this incident. In the absence of such liability, we will be unable to make any payments. With this letter we respectfully deny any liability claim you would or could bring against our insured. Cordially, Erik J. M[redacted]
cc: Headquarters, Claims Department Conrad's Tire Service
I spoke with Mr. [redacted] on 12/5 regarding his recent experience with our
company. I did apologize multiple times to him for our poor handling his
experience with us.
I was going to offer a significant dicount on the tires if he still needed
them but, he had already purchased tires.
I also...
explained we would be discussing with our employee's how they
mis-handled this visit and what steps they need to take in the future.
Finally, I offered Mr. [redacted] a gift card to multiple restaurants so
that he and his significant other could go out and enjoy dinner on us. We
know we can not back in time and fix the event but, maybe he could enjoy
a nice night on us. He declined and would not accept.
Upon leaving Conrad’s after a tire purchase and installation, the customer had one of his new tires blow out. The sidewall and bead had ruptured. He had the car towed back to us that same day. We replaced the tire and installed it at no charge at that time.Conrad’s is of the...
opinion that the issue is the result of a faulty tire. The customer feels the problem may have been the result of over inflation. We do not feel this was the case due to the fact that the equipment used during the installation process indicates not to exceed 40psi. The tire in question allows a maximum inflation of 51psi.Conrad’s has no issue with the requests made by the customer to make this right due to the inconvenience incurred. Per his request; we will refund the cost of the tow upon obtaining the receipt for this service from the customer, replace a hubcap which was damaged due to the tire failure, and send him a cash settlement of $50.The customer has been contacted and has accepted the resolution.
I just wanted to update you on the status of my Revdex.com complaint against Conrad Tire's in Lakewood, Ohio. I have spoken to a customer service representative at their corporate office, [redacted], who has looked into my complaint. He has spoken to both the Conrad Store and the car mechanic who fixed my...
broken rear brake drum. He has indicated that the fault is with Conrad's, and that my car should "have never left the store in the condition it was".Therefore, Conrad's will be refunding me in the amount requested on my complaint (the cost of the brake drum repair), and will be also providing education to the sales people at the Lakewood store to make sure future errors do not happen again.Therefore, the complaint has been resolved to my satisfaction, pending the arrival of my refund check.
Sorry for this long response, but it does include the original email from the customer.On 3/31/16 the customer contacted Conrad's over the phone requesting anemail address to send a formal complaint to. She briefly went over theissue but insisted on sending an email for documentation...
purposes.On 4/1 I received her email and then spoke to her over the phone. At nopoint did the customer mention any issue with the service performed on herbrakes. Her only issue at that time was that we gave her information tothe person who hit her car. She expressed that she wanted compensationfor this and felt her privacy had been invaded. I apologized and agreedthat we should have checked with her first before giving out thisinformation. I offered her a $50 gift card for trouble and she declinedsaying it was not enough.At this point she changed her focus to blaming Conrad's for the incidentand wanted us to be held responsible for her car being damaged. I didexpress that if we damaged the car that we would take care of the repairs,but since another party admitted to being responsible that it would be upto those parties to resolve the issue. Again, there was no mention of anytrouble with the work we performed.My recommendation for resolution is to have Conrad's inspect the brakesand correct any problem that we created or did not correctly fix. If thecustomer will not come to us, I would recommend she takes it to a facilityof her choosing and we will pay for any problem we are responsible for. If the second option is what the customer chooses, we will needdocumentation from this facility stating we are responsible.The customer's original email to us is below.++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++++...⇄ morning, this email is being sent to provide more details to ourprevious phone conversation on March 31, 2016. On March 30, 2016 I, [redacted], dropped of a 2012 Silver Dodge Journey to be serviced atapproximately 8:15 a.m. I requested an oil change and brake inspection. At9:40 a.m. on the same day I received a call from unknown female named,#########, who stated she tapped my vehicle at Conrad's. I asked her ifshe was kidding and she responded no and stated "Thad was shown thedamage". I took her contact phone number and her insurance information. Icalled Conrad's and talked to Bruce, the store leader, at 9:49 a.m on thesame day. I asked is it store policy to provide unknown individualscustomer's information. He advised that he was aware of the incident and hetold Thad to take her information and pass it along to me. While we were onthe phone, Mike, called me from another extension so Bruce told Mike that Iwas on the phone. Bruce apologized for my information being given out andtransferred me to Mike. I talked to Mike who gave me an estimate and Iasked him if the oil change was completed and he advised yes and my car wasin the bay. I teetered on having the brake job completed because I had notseen the damage to the car. I provided verbal authorization for them tocomplete the brake job. After work I go over to Conrads and walk over to myvehicle and I take a picture of the damage. I walk in to the service deskwhere Mike apologizes for the incident. He proceeds to tell me they wouldhave never known if she would have not called them to let them know whathappened. He continues by saying he had to look for the vehicle because mycar was in the bay being serviced. He stated that he looked up myinformation and gave it to the lady because she advised that she would notanswer a call from an unknown phone number. Mike said he looked at thedamage and it would probably be at least $800 to repair but he figuredmyself and the other party would work it out. There was a lobby full ofpeople and a line of customers picking up and dropping vehicles off. I paidthe full price for the service grabbed a [redacted] and left as to not cause ascene and a potential loss of clients waiting to drop off cars for service.I feel unvalued as a customer having vehicles serviced at this location forthe past 15 years. I was also nervous about contacting the insurancecompany as they did not provide me with any details about the other partywho has an out of state phonenumber. ...⇄ Thank you for takingthe time to research the matter.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Upon inspection of the [redacted] belonging to [redacted], found
left front wheel bearing making noise; not right front as originally
stated by customer. Left front wheel bearing assembly has never been
replaced according to customer history.
Also, both left side tires have irregular...
wear causing road noise.
Informed customer that left front bearing making noise; not looose, and
cross-rotated left front with right rear tire at no charge. Also, checked
vehicle alignment at no charge to inform customer of alignment status.
Customer to write a retraction statement to orginal complaint stating that
the right front bearing is functioning correctly.
This consumer message was received by Revdex.com via email.I took the car into Conrads on Sept. 26, 2017 at around 5:00 PM. Theysaid they did a pressurization test and didn't find anything wrong withthe car. That the radiator was fine. There were no leaks. The next day I went to work and the car over...
heated. ( I work late evenings into the nights so repair shops were closed). The next day, Sept 28, 2017 I took the car into another repair shop and they found a leak and a crack that needed to be replaced. I had it replaced at $850.00. So Conrads did not do a pressurization test or they would have found the crack and leak. I should be compensated the $850.00 back due to Conrads saying they did work on the car when they didn't, and causing me to loose a night of lost work!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
On 1/7/15 I spoke to the customer in regards to the complaint at a
Conrad's. It was determined that we did not gather all of the information
from the customer, nor did we document the information correctly on the
invoice. This caused a misdiagnosis.
I apologized to the customer and promised that the staff members involved
would be counseled internally. Due to the fact that another repair
facility did correctly diagnose this problem, we are refunding the cost of
those repairs.
Our District Leader has spoken to the customer in regards to their complaint with the Conrad’s location in Parmatown, OH. The complaint was in regards to miscommunication and failure to properly diagnose an overheat condition with their vehicle, markup of aftermarket parts, and an excessive estimate for an unrelated brake repair. Upon discussion, we found that the customer could of had the overheating repairs performed under warranty with us, and we were happy to refund their costs to the other repair facility that solved their problem. We also discussed our markup policy and how we cannot compete with a parts store business model as we are more service oriented. Additionally, reviewing the brake estimate, it is in line with comparable service costs, but the customer had work done with a family member and admits it was at a discounted price. We discussed in detail the events leading up to the complaint, and we have taken action to prevent any future instances like this from occurring. The customer is appreciative of our attention to this matter and has stated upon receipt of the refund, would notify the Revdex.com of their satisfaction with the outcome. This matter could have been avoided had we described the necessary repairs more clearly or offered other solutions to their problem.
ID [redacted]According to the customer, he had also filed a complaint against Michelin. Michelin has agreed to a 45% credit towards the purchase of new tires. Conrad’s has also agreed to do the installation at a 50% discount.We also communicated to him Conrad’s policy to rotate tires...
front to back and if he would like tires to be rotated differently, in accordance to dealer recommendation, to let us know and we will accommodate.The customer was happy with the resolution per the conversation we had with him since the complaint was filed. He communicated to us that his issue was mainly with Michelin and not with Conrad’s.
I inspected Ms. [redacted]'s car today. Upon inspection we did find that evenwith O.E. filter currently on the car, you can not properly install thea/c line to the car. With a filter that would be taller, it would not beremotely possible to install the a/c line to the car.We are refunding Ms. [redacted]...
her desired settlement and also providing herwith a $50.00 gift certificate for her inconvienence. She seemed verypleased.This complaint is resolved,