Steere Enterprises, Inc.

My complaint was resolved satisfactorily. Thank you,

We have refunded Mr. P[redacted] his desired amount of $230.00 plus $150.00 forhis inconvienence as a good will gesture. They picked up the check onSaturday Mar 25 at our Parma Midtown location.

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]

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.

Tell To whom it may concern,I understand through Ms. C[redacted]'s online complaint that the service workshe requested was not documented properly by our sales associate andsubsequently then not performed properly by our technical team.  We hadinstalled a customer supplied tire instead of repairing...

her existing flat. This resulted in [redacted] having to return to the store to repair her flatcorrectly and return her extra loose tire.  I have spoken to the store'sassociates and manager, and have documented through counseling theperformance of each team member responsible for this incident.  The storemanager is carrying out the counseling because he feels strongly aboutcustomer service at his location.After her service was completed and her vehicle was picked up, Ms. C[redacted]noticed a new scraping like noise while driving.  Upon knowledge of this,I immediately contacted her and offered a solution.  A Conrad's locationnear her work would take her to work, resolve her noise issue, and thenreturn her keys and vehicle upon completion.  I followed up with [redacted] andfound her problem was resolved.[redacted] and I agree she is entitled to a refund of $73.76 for the pricing ofinstallation of her wheel and tires.  She has agreed to remove thecomplaint once the refund is concluded.  She has contacted the store andthey have credited her charge card for the amount listed above.I thanked her for her understanding and I believe she intends to useConrad's in the future.  Thank you for your time.Sincerely,Todd [redacted]District Leader Southus why here...

We contacted Ms. [redacted] on Tuesday 02/16 (she had emailed us 02/15). Iassured her we would look into and resolve what was needed. I made an apptfor her for 02/17 to drop off the car car and allow us to re-inspect. Weordered in sensor's just in case.Yesteday we replaced all 4 sensor's at...

n/c as a courtesy, they had no signal.We do not know when the issue with the sensor's occured due to the lightbeing on when the car was originally drop off for service. There was nophysical damage to the sensor's.

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.

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.Again this is not used for off road! All the add ons are for looks it is my wife's daily driver(in the [redacted] world they call its a parking lot princess), my truck is also lifted with big tires and wheels and is not used for off road its all for looks! I have way to much money in this [redacted] to off road it. The top of the window frame has light scratches and the pilar on the drivers side has heavier scratches and again the mirror is a textured plastic that does not scratch as easy as paint will. The rims are not chipped the corner of the inside edge is rubbed down to white from going through the car wash. They tried to show me video of the [redacted] pulling in the car wash and said it had the white marks on the wheels when I pulled in, again I proved to the manager that the white marks on the video were a reflection and did not match up with the white rub marks that were present after the car wash because they did not match up to the rotation of the center caps. I can get a letter from the service station that balanced the tires the day after they were mounted that will state they had no rub marks on them. I submitted pictures from 10 days prior to going through the car wash that show new rims had no marks on them after install also that the antenna was not bent and that the hood was not scratched from the antenna hitting the hood in the car wash. The same pictures also show that the rear drivers door and fender behind the rear door were not scratched. If you research car wash damage on the internet you will see that a car wash can cause all kind of different damage to a vehicle not just a pattern down the vehicle. After I brought the [redacted] back to the car wash and the area manager saw it is a lifted [redacted] with big tires and he has been trying to use the off road excuse to get out of paying for the damage that the car wash caused to my wife's [redacted]

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]

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.

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!

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.

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.

Customer had two tires replaced at no charge on Friday January 29th. Situtation is handled and can be closed.

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]

I took my car to another company and was advised to drive 500 more miles and having the brakes rechecked which will take me longer than 7 days to accomplish.  I also do not see where the Conrad's was addressed regarding providing my personal information without prior consent.

Conrad's District Leader has reached out to the customer by phone and email to formally discuss the issue.  We have not officially gone through the issue with the customer as of the time response is being submitted.  However, we are willing to correct the problem and comply with the...

customer's request by replacing the tire.  The customer simply needs to contact our District Leader or stop into the store and speak with our Store Leader.