Complaints

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took our car in due to it not stopping. Techs took a listen, stated it "sounds like no compression". Quick Google search for " no compression" leads to multiple results all indicating a quick fix that doesn't require taking the engine apart (thos quick fix was ultimately what fixed the car and I did it myself). The techs recommended (pressured) us to authorize further diagnosis to make sure it was a compression issue. Once they confirmed a compression issue, they stated I needed a new engine. When we got it home to try our own fix, we discovered Grismer Vandalia had stolen my spark plugs, possibly to make the "new engine requirement" more necessary than it was. The plugs were replaced in June, so 3onths before this. There were under 100 miles put on the plugs--the compression issue came from sitting in my driveway while I was working from home. Once we replaced the sparkplugs and bled air, the engine started up IMMEDIATELY and had no further issues. The only tool needed was an awl to press down a single spot to bleed air out. On top of this, the front tire came back from Grismer Vandalia with a bubble in the sidewall. The tires were purchased from Grismer (where they lost the wheel cap).

  

  Business response

  09/18/2023

  I have reviewed the customer's complaint and spoken with our Vandalia location. Mr. ****** also called our office as well and he and I spoke about the issues he had and requested we refund him the diagnostic charge and give him a new set of tires. I explained that I am currently looking into all of the facts related to the situation and will contact him no later than Wednesday this week. 

  

  Business response

  09/19/2023

  To whom it may concern,

   

  After researching the customer concern, I found that the technician correctly diagnosed the loss of compression in the engine on the customer’s **** Fiat 500. However, in this engine, a little more further investigating would have found a common problem with compression issues after the engine had sit unused for a period of time.  More importantly, the spark plugs, ignition coils, & air filter housing were not reinstalled properly after the diagnostic test and before the car was towed back to the customer. This was poor customer service and quality control. I have discussed that with the customer & apologized for his experience. I explained that I will have a discussion with the technician and manager about what is expected when we return a car to a customer.

   

  Related to the tire issue the customer wrote about, the car was towed into our shop and towed out. A bubble on the side wall of a tire indicates an impact break, where the tire had been run into a curb, pothole, etc. which causes the belt in the sidewall to break and push out against the rubber. For that to happen, the car must be able to be driven, which it was not while in our possession. The impact break occurred at some time before or after the car was at our facility. The customer understands this and knows that we will not be reimbursing him for a tire expense. At the end of the conversation, the customer was satisfied with the result. The customer spent $298 with our company, but for his time & trouble, we are refunding him $400 by check from our office.

• Initial Complaint

  03/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my car in for an Oil change and requested them to check one tire for a possible leak. I told them that I had a $25 off coupon to apply and was told no problem. I showed the discount card and was told it was taken off. They called me later saying that the tire was fixed and that an alignment was needed, which I agreed to. When I picked up my car, I was told the $25 discount could not be applied since I was not using a Grismer credit card, something I didnt know up front, but said ok. The sales person told me they applied a $20 discount off of the alignment charge and the total came to $240. The oil change was $39.99, the alignment was $109.99, the tire repair was $29.99. add shop fee's of $15 and disposal fee of $2.50. Without telling me they charged me an additonal $50 for the oil change for the "best package" this was neither explained, asked, or informed before they did it, they said I got it last time, but I very specifically declined that the last time I was there. This is deceptive and manupulative, and in my opinion theft. I mentioned it at the store and they just shrugged and ignored it. I signed the receipt but did not fully understand the charges until after my card was taken for payment and i had time to read over the invoice more. All I was given as a receipt was the original invoice, not the actual recipts that I normally get. Worst service I have ever had in that store since I started going over 15 years ago. I want the $50 "best oil change add on" refunded, something I was FORCED to get since I was not told or asked about the service.

  

  Business response

  04/12/2023

  Grismer is contacting Mr **** to let him know we will be refunding the $50 charge that he is complaining about.

   

   

• Initial Complaint

  12/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/19/22 I took my 2018 Toyota RAV4 to Grismer * ***** in ******** Ohio for an appointment for 4 new tires. They told me I’d also need an alignment and windshield wipers. I told them to proceed. After waiting over 5 house and paying$1160.00, I was told they couldn’t figure out how to reset the electrical system which means my abs, vehicles collision, lane departure malfunction and a host of other warning lights were on and that if I drove it 30 miles or so it should reset itself. If it didn’t, I was to give them a call. I called them and they had me come back 2 or 3 additional times waiting an hour or two each time. They I did my alignment and redid it. That took care of some light but not all. The. I’m told that they were going to have a guy that the dealerships uses take care of my car. He supposedly looked at it and said he wasn’t able to do anything to it until I had my aftermarket (all professionally installed) alarm, remote start and stereo system uninstalled. I took it to the dealership yesterday and got it back fixed today without uninstalling those items and I’m out of $608.35. The dealership commented “forward facing camera not adjusted, connect tech stream and preform health check. Calibrate forward facing camera, clear coded and preform function test.” Called manger/headquarters today, haven’t heard anything back as of yet. I will escalate, hire attorney, contact the news and etc if I don’t hear back soon.

  

  Business response

  01/04/2023

  Check was sent out the week of 12/19/22

   

  *** ******

  Customer response

  01/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/20/2020 I took my vehicle to the Grismer Tire on ***** ******* ****** **** to be serviced. While they were working on my vehicle they broke the remote radio switch in the steering wheel. Per the receipt they stated that as soon as the part becomes available they would replace. I contacted Grismer several times only to be told that they did not have the part, then that it was a part that was no longer available. Then I was told that they would get the part from a junkyard and replace the one in my vehicle. I have yet to have the repair made that was caused by Grismer. I would like to have a resolution to the situation.

  

  Business response

  09/16/2022

  Attempted to reach customer on his phone today, but he did not answer. I left a voicemail message. Please contact ***** at ************ so I can help resolve this issue. 

   

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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,
  
  ******* ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩