Steere Enterprises, Inc.

As stated in our previous response, Conrad's, as well as a forensic expert, do not feel that we are responsible for the problem due to lack of maintenance on the vehicle. Again, a copy of the forensic report can be sent to the customer if they do not have it.Conrad's considers this issue closed

This information was received by Revdex.com from the consumer via phone and email. The consumer stated the business never fixed the noise issues with his vehicle, the consumer also said that the business instructed him to purchase parts that they did not use completely nor did they return what wasn't used.The consumer further stated that the noise issues remain and he is afraid to drive his vehicle at this point.The consumer said he has gone to the business on occasions and he does not trust going back to them.The consumer said he would like to be refunded for the money he has paid the business, and he would like to also be reimbursed for the parts he purchased because of the business.The consumer stated the total amount he is requesting from the business is $

We agreed to refund the customer his requestWe did not offer him multiple engine replacement options which should have been presentedWe did remove the valve cover as that is the only way to determine failure

This business response was received by Revdex.com via email and it is a copy/paste by ***Please also refer to the attached document.*** ***
Conrad’s has received the complaint that you filed with the Revdex.comWe would very much like to resolve this issue to your satisfactionAfter I initially spoke with
and your partner, *** ***, on Monday, I received a second complaint filed by you to the Revdex.comI was advised by the Revdex.com to correspond with you through them at that point.I would like to apologize for the fact that you felt harassed by usThis was not my intentionI reached out to gather some information and begin working on correcting the problemAgain, I apologize.I am working directly with *** *** at the Revdex.comShe will be reaching out to you on Conrad’s behalf to obtain some information and relay that to meI assure you that we will work with you and *** *** diligently to come to conclusion.Kindest Regards,Aaron *** *** *** *** *** *** *** ***
***
***

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We investigated the concerns stated by our customerDuring the investigation we discovered that the presentation could have been more specific about possible need for additional repairs. Based on that, we decided to remove the diagnostic charge and leave the installed part in the customer’s
vehicle. The customer will have the vehicle towed out to have a dealership perform repairs, or he may elect to trade in the car. The customer seemed agreeable with the conclusion

We have inspected the vehicle and determined that the damage was notcaused from the car washWe also had a 3rd party insurance companyinspect the vehicle and they declined the claim as well. The customer hasbeen sent a letter by the insurance company describing the findings. Ifthe
customer does not have this information we can see that it is providedto them

The customer had a flat tire and was close to another retail location (***.) They advised the tire may have warranty under another companyAfter reaching out to our Avon location where they purchased the tires, they were advised to bring the vehicle in to see if we could fix the tireThe
store was unable to find her information due to different contact informationAt the time, Avon did not know the tire needed to be replaced, therefore did not have a tire in stockThe customer went to a different location (Avon Lake) looking to get the tire replacedThey did not know of her situation, therefore they did not have the tire in stockIn conclusion, the customer did have road hazard on the tires and will be reimbursed for the flat repair in DecemberAlso, Avon Lake will be replacing her tire at no charge, due to not having it in inventory/orderingThe customer is pleased with the outcome and will return for future business

We did offer to assist the customer with her situation as a " goodwill gesture"Once it was determined Conrad's was not at fault concerning the matter, we
offered and are still willing to help the customer, by performing the repairs to the vehicle at a discounted price;
The repair option is to replace the current engine with used engine: The retail estimate is $We offered the customer a 25% discount on the retail price

The refund the customer is looking for was sent to Conrad's accounting department on 3/26. Refund checks typically take 7-days to process. In an effort to expedite the matter and satisfy the customers needs, a manual check is being issued and mailed out on 4/4, the day Conrad's received this complaint

Revdex.com:
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,
*** *** My car was in very good condition before Conrad's did the work on it, if they felt like my car had too many miles on it they never should have did the oil change*** stated that he don't feel like it's there fault or my fault but they are not trying to help me at all and I don't feel it's fairI didn't purchase the car until that's why he don't see any oil changes prior to thatI'm not happy at all with what they said

We responded to this complaint with the information below on 4/Not sure why you did not receive.Tell us why here...On 3/31/the customer contacted Conrad's over the phone requesting an
email address to send a formal complaint toShe briefly went over the
issue but insisted on sending an email for documentation purposes
On 4/I received her email and then spoke to her over the phoneAt no
point did the customer mention any issue with the service performed on her
brakesHer only issue at that time was that we gave her information to
the person who hit her carShe expressed that she wanted compensation
for this and felt her privacy had been invadedI apologized and agreed
that we should have checked with her first before giving out this
informationI offered her a $gift card for trouble and she declined
saying it was not enough
At this point she changed her focus to blaming Conrad's for the incident
and wanted us to be held responsible for her car being damagedI did
express 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 up
to those parties to resolve the issueAgain, there was no mention of any
trouble with the work we performed
My recommendation for resolution is to have Conrad's inspect the brakes
and correct any problem that we created or did not correctly fixIf the
customer will not come to us, I would recommend she takes it to a facility
of her choosing and we will pay for any problem we are responsible for
If the second option is what the customer chooses, we will need
documentation from this facility stating we are responsible

We are taking car of the customers tpms issues, we provided her with a rental vehicle yesterday at no charge so we have ample time to resolve the concerns

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Response was delayed until refund was received today
Regards,
*** ***

Revdex.com:
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,
*** ***

The customer had Honda Accord serviced for an oil change and filterreplacement on 02/28/15, mileage at the Conrad's Macedonialocation.Customer then called about oil leaking on 08/31/15; mileage 183589.Vehicle was towed free of charge to Conrad's Macedonia storeFound oilpressure switch
leakingPart replaced at no charge; customer goodwillsince just servicedTopped off oil level which was roughly quarts low;rechecked oil pan drain plug and oil filter rechecked, as well as oillevel checked; no leaks found from prior service.Customer called 09/22/about low oil and engine noise said she hadvehicle towed to *** *** *** in Bedford on 09/17/*** ***stating engine was "blown".Vehicle was towed to Conrad's Macedonia location; mileage 184428, 839miles from previous repairChecked oil level upon arrival (quart low),rechecked oil filter and oil pan drain plug; no leakage found from priorservice.Engine appears to be burning oil internally; also found oil residue fromtailpipePossible issues, but not known unless disassembled: worn valveguides / valve seals, damaged or worn piston rings, damaged or worninternal engine parts; suggested engine replacement to customer.Found no evidence of oil changes done by Conrad's to cause internal enginewear and tear.Below is a timeline of prior Conrad's service records:Do not have any service records prior to initial visit at miles,08/2013.** Honda recommends changing oil at mile intervals.08/2013: Oil Change, mileage 15501103/2014: Oil Change, mileage ** miles from prior service.07/2014: Oil Change, mileage ** miles from prior service.02/2015: Oil Changemileage ** miles from prior service.02/28/15: Oil Change, mileage ** miles from prior service

Conrad's has made contact with this customer.  We explained to the customer that shop supply fees are a percentage of the bill before tax.  This fee is to pay for any supplies the technician needs, other than parts, to complete the job.  Some of these items include seat...

covers, floor mats, cleaning solvents, fuel for torches, and various other items.  This fee is an industry standard that most auto service facilities apply.  Some companies do not list the charges, but instead build it into the overall cost of service.  Conrad's continually researches the amount our competitors apply to make sure we are in line with the industry.  After explaining this to the customer, they understood, but still do not agree with the practice.  Additionally, the customer was not happy that this fee was not disclosed when given the estimate.  For this reason, Conrad's agrees to refund the customer the amount requested for the shop supply fees.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].This issue has been resolved, Conrad's did get a rental car for me, and they took my car to a Hyundai Dealer after attempting to replace the sensors 2 separate times. I didn't get much information on what exactly the issue was from Conrad's, they just said it had "something to do with the computer". So after I picked my car up from Conrad's on Friday 2-26-16 I went directly to the dealer they took my car to. There I found out that Conrad's uses after market scanning equipment to configure the sensors to the car's computer and every time they attempted to configure the sensors it actually froze up the communication to the computer and actually damaged the sensors. The dealer had to replace 2 of the sensors again (the ones Conrad's just put in). So it was in fact Conrad's that damaged my sensors in the first place. I don't understand how a company that changes tires for a business doesn't have the correct equipment to do the job right, and how they could not know what the issue was way before this went so far. I do appreciate that they finally were able to resolve this issue. And thank you Revdex.com.Regards, [redacted]

On 5/30 the customer was in contact with Conrad's Corporate office aboutthe issue.  An apology was given at that time along with a commitment tofollow up after the issue was reviewed with the employee in question andhis supervisor.  On 5/31 the Revdex.com complaint came to Conrad's.  After...

adiscussion with the employee and his supervisor, the employee contactedthe customer and apologized on 6/1.  A certificate for a free oil changein the future was also offered.  The customer was happy with the responseat that time.