The vehicle had an oil change on 4/28/The customer came right backafter service stating the oil pressure light is on and the vehicle iscutting offConrad'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 apartThe last oil change wasapproximately 40,miles prior to the 4/28/service based on Conrad'srecordsThe 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 maintenanceOur 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 meConrads did a great job, in helping me with my Michelin Tires, and they were outstandingI 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] ***
We contacted Ms [redacted] on Tuesday 02/(she had emailed us 02/15)Iassured her we would look into and resolve what was neededI made an apptfor her for 02/to drop off the car car and allow us to re-inspectWeordered in sensor's just in case.Yesteday we replaced all 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 serviceThere was nophysical damage to the sensor's
This consumer message was received by Revdex.com via email.I took the car into Conrads on Sept26, at around 5:PMTheysaid they did a pressurization test and didn't find anything wrong withthe carThat the radiator was fineThere were no leaksThe 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, I took the car into another repair shop and they found a leak and a crack that needed to be replacedI had it replaced at $So Conrads did not do a pressurization test or they would have found the crack and leakI should be compensated the $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!
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 occurringThe 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
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]
Sorry for this long response, but it does include the original email from the customer.On 3/31/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/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 $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 forIf 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, On March 30, I, [redacted] , dropped of a Silver Dodge Journey to be serviced atapproximately 8:a.mI requested an oil change and brake inspectionAt9:a.mon the same day I received a call from unknown female named,#########, who stated she tapped my vehicle at Conrad'sI asked her ifshe was kidding and she responded no and stated "Thad was shown thedamage" I took her contact phone number and her insurance informationIcalled Conrad's and talked to Bruce, the store leader, at 9:a.m on thesame dayI asked is it store policy to provide unknown individualscustomer's informationHe advised that he was aware of the incident and hetold Thad to take her information and pass it along to meWhile we were onthe phone, Mike, called me from another extension so Bruce told Mike that Iwas on the phoneBruce apologized for my information being given out andtransferred me to MikeI 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 carI provided verbal authorization for them tocomplete the brake jobAfter work I go over to Conrads and walk over to myvehicle and I take a picture of the damageI walk in to the service deskwhere Mike apologizes for the incidentHe proceeds to tell me they wouldhave never known if she would have not called them to let them know whathappenedHe continues by saying he had to look for the vehicle because mycar was in the bay being servicedHe 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 $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 offI 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 yearsI 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
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
Tell To whom it may concern,I understand through MsC [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 flatThis 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, MsC [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 $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
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 took my car to another company and was advised to drive more miles and having the brakes rechecked which will take me longer than days to accomplish I also do not see where the Conrad's was addressed regarding providing my personal information without prior consent
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]
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 follto our letters of declination dated April 26, and May 12, 2017, we must again respectfully deny your automobile property damage claimAfter 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 washIf 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 vehicle without any other incidentDue to the circumstances, we have found no liability on the part of our insured for this incidentIn the absence of such liability, we will be unable to make any paymentsWith this letter we respectfully deny any liability claim you would or could bring against our insuredCordially, Erik JM [redacted] cc: Headquarters, Claims Department Conrad's Tire Service
The vehicle had an oil change on 4/28/The customer came right backafter service stating the oil pressure light is on and the vehicle iscutting offConrad'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 apartThe last oil change wasapproximately 40,miles prior to the 4/28/service based on Conrad'srecordsThe 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 maintenanceOur 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 meConrads did a great job, in helping me with my Michelin Tires, and they were outstandingI 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] ***
We contacted Ms [redacted] on Tuesday 02/(she had emailed us 02/15)Iassured her we would look into and resolve what was neededI made an apptfor her for 02/to drop off the car car and allow us to re-inspectWeordered in sensor's just in case.Yesteday we replaced all 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 serviceThere was nophysical damage to the sensor's
This consumer message was received by Revdex.com via email.I took the car into Conrads on Sept26, at around 5:PMTheysaid they did a pressurization test and didn't find anything wrong withthe carThat the radiator was fineThere were no leaksThe 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, I took the car into another repair shop and they found a leak and a crack that needed to be replacedI had it replaced at $So Conrads did not do a pressurization test or they would have found the crack and leakI should be compensated the $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!
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 occurringThe 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 29thSitutation is handled and can be closed
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]
Sorry for this long response, but it does include the original email from the customer.On 3/31/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/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 $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 forIf 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, On March 30, I, [redacted] , dropped of a Silver Dodge Journey to be serviced atapproximately 8:a.mI requested an oil change and brake inspectionAt9:a.mon the same day I received a call from unknown female named,#########, who stated she tapped my vehicle at Conrad'sI asked her ifshe was kidding and she responded no and stated "Thad was shown thedamage" I took her contact phone number and her insurance informationIcalled Conrad's and talked to Bruce, the store leader, at 9:a.m on thesame dayI asked is it store policy to provide unknown individualscustomer's informationHe advised that he was aware of the incident and hetold Thad to take her information and pass it along to meWhile we were onthe phone, Mike, called me from another extension so Bruce told Mike that Iwas on the phoneBruce apologized for my information being given out andtransferred me to MikeI 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 carI provided verbal authorization for them tocomplete the brake jobAfter work I go over to Conrads and walk over to myvehicle and I take a picture of the damageI walk in to the service deskwhere Mike apologizes for the incidentHe proceeds to tell me they wouldhave never known if she would have not called them to let them know whathappenedHe continues by saying he had to look for the vehicle because mycar was in the bay being servicedHe 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 $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 offI 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 yearsI 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
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
Tell To whom it may concern,I understand through MsC [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 flatThis 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, MsC [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 $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
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 took my car to another company and was advised to drive more miles and having the brakes rechecked which will take me longer than days to accomplish I also do not see where the Conrad's was addressed regarding providing my personal information without prior consent
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]
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 follto our letters of declination dated April 26, and May 12, 2017, we must again respectfully deny your automobile property damage claimAfter 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 washIf 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 vehicle without any other incidentDue to the circumstances, we have found no liability on the part of our insured for this incidentIn the absence of such liability, we will be unable to make any paymentsWith this letter we respectfully deny any liability claim you would or could bring against our insuredCordially, Erik JM [redacted] cc: Headquarters, Claims Department Conrad's Tire Service