Complain about a product or service

Strauss Discount Auto

Middletown, NJ

Paul of Atlantic Highlands, NJ October 23, 2009

In June I brought my 1998 Ford Explorer to Strauss Discount Auto (Strauss) in Middletown, NJ to have a check engine light problem diagnosed. Strauss did a computer analysis and reported that I had one bad coil pack. Strauss recommended that both coil packs be replaced along with the spark plugs and ignition wires (tune-up). On the first very hot day after the tune-up, the check engine light came back with a vengeance. The check engine light was flashing and the engine had very little power.

I limped back to Strauss who reported that on such a hot day, the connectors between the coil packs and ignition wires can come loose and cause the engine to misfire. Strauss acknowledged that a flashing check engine light indicates raw fuel is being dumped directly into the catalytic converters causing damage. Strauss performed another analysis/diagnosis and returned the vehicle to me. The check engine light returned the next day, but it was not flashing. Strauss advised me to take the vehicle to a Ford Dealership for further analysis/diagnosis.

I opened a dispute with Strauss through American Express. Strauss performed another analysis/diagnosis which was attended by their District Service Manager. Strauss provided me with a Technical Service Bulletin (TSB) indicating that the power train control module (PCM) had to be reprogrammed to the latest calibration. Strauss stated that their computer did not have the required software and I had to go to Ford.

I took the vehicle to Ford, showed them the TSB and paid for an analysis/diagnosis. Ford reported that the PCM was at the latest calibration and that the catalytic converters had to be replaced. Ford reported that there are actually two separate assemblies, each with a front and rear converter, for a total of four catalytic converters. Ford reported it to be an unlikely coincidence that all four catalytic converters failed at the exact same time. The consensus is that the engine misfiring damaged the converts. The consensus is that this should not have happened after a tune-up.

In February I purchased tires, shocks, brake pads, brake rotors, a wheel alignment and other items from Strauss at a cost of $1,776.93. I went back in June with the check engine light problem. The bill came to $742.97...$602.30 for the tune-up and $140,67 for other items. Two days before I brought the vehicle to Ford, my brakes failed. The brake pedal went completely to the floor. Ford charged my $174.51 for the analysis/diagnosis and $409.45 to repair a brake line. Strauss performs a brake job and the brakes fail months later. Strauss performs a tune-up and the catalytic converts fail days later. The check engine light is still on, but has not flashed and the engine has not misfired since Strauss checked the coil pack connections. Strauss insists these are all coincidences. Ford states that the check engine light is on because the catalytic converters were damaged.

American Express was helpful, but they were dealing with two customers and functioned only as a mediator. Like me, they were relying on the “honor system” which, unfortunately, failed. Strauss left me standing in their parking lot with the check engine light on, telling me to go to another repair shop. Once Ford properly diagnosed the problem, Strauss saw an opportunity for more business. Strauss offered to replace the catalytic converters a cost of $1,607.23, claiming it to be a great deal. The Strauss price was about the same as the quote I received from Midas (great deal???).

I believe the current problem is a result of the poor service performed by Strauss. I believe Strauss should take full responsibility for the cost of Ford's diagnostics and the replacement of the catalytic converters.

Sandra of Philadelphia, PA December 15, 2008

On April 24, 2006, I purchased 4 “new� 195/60R15 88H Goodrich Trac T/A tires for $398.25 at Strauss Discount Auto, 2213 Oregon Avenue, Philadelphia, PA 19145. I’ve been to Strauss two times since purchasing the tires, once in approximately 6 months and the second time approximately one year after the purchase date for issues related to my tires. On 12/12/08, my mechanic informed me that my tires were dry rotted and he showed me the cracks in my tires. I have only driven approximately 7,000 miles within the two years of having the new tires. On 12/12 in the evening, I went to Strauss, explained the situation to Matt, Service Manager who told me he would pro-rate me new tires, but it was busy and I should come back. I went back to Strauss on 12/13 around 11 a.m. Matt told me they were really busy again and I should come back. The young lady who came in after me was purchasing two new tires and Matt told her it would be a two hour wait when he told me it would be approximately a six hour wait. I went back to Strauss on 12/13 around 5 p.m. and waited to be serviced.

Upon inspection of my tires with my mechanic, I realized my tires were purchased in 2006, but were dated 2004. I asked Matt why was I given tires dated 2004 in April 2006. Matt informed me that to Strauss my tires were considered “new� even though they were two years old and that he would pro-rate new tires. Tires that have been sitting around for two years are no longer "new tires" even though the tires have not been driven. I should have been told that I was purchasing "aged" tires.

After waiting, Ralph, non-courteous customer service representative informed me that the pro-rated tires would cost $259.44. The price of the pro-rated tires is extremely high since I have had problems with the tires since I purchased them; and, since I was mislead into believing I purchased “new� tires in 2006 when in reality I purchased “old� tires. Matt and Ralph both provided poor customer service to me. I did not get my tires replaced on December 13, 2008. Also, neither Ralph nor Matt did not discuss any other options other than purchasing purchase KM Solus KH16 87 tires, pro-rated at $259,44.

I’m disappointed in the poor customer service from the representatives at Strauss and their lack of feedback regarding BF Goodrich’s tire warranty, as well as us not coming to a resolution regarding this issue since it is a safety issue. I am now inconvenienced to try to find other alternatives to getting "new" tires because the customer service representatives at Strauss were not accommodating.

Valentine of Brooklyn, NY January 25, 2008

On January,23rd,2008 I requested to have a newly installed ignition starter switch be adjusted so as to enable my car to start. The manager (Albert)) told me that he didn't have a clue what I was talking about;He immediately presented me with a work order in the amount of $102`00 with other conditions to have a diagnosis done. He then turned my car keys to the mechanic to do a diagnosis. Between Albert and Stefon after three hours of waiting was that "my car needed a new steering column".

Because I insisted that the problem with the car was to have the ignition starter switch ajusted;and, didn't buy their story they continued to work on the car now adjusting the starter switch as I originally requested. After they adjusted the starter switch the car started but I had other problems. i.e. There were no dash board ligths except for the radio display. When the headligths were turned on the radio display lights would go off. To be breif I took the the car back on 1/24/08 and I am still dissatisfied. I am living with a defected headlight which goes off when the bright lights are turned on. On 1/25/08 I spoke with Albert who is telling me that my headlights are going bad.

I also left the shop with a torn upholstery on the dashboard. They have refused to repaair my car after over charging me $102`00 for adjusting a starter (labour) cost. And try to convince me that the initial problem was to change the steering column.

Stephanie of Queens Village, NY January 23, 2008

I purchased tires back in feb 07 for my car. Since I had a warranty, and my tires were always low , I went back to Strauss and a mechanic named Tenecia, removed my front left tire to check it. Two days later I was on the highway and my front left tire came off , she had put my tire back on wrong. All the lug nots had came off causing my car to loose complete control.

I called Strauss and spoke to a supervisor , they refused to help me. So I towed my car to them anyways, and confronted them personally, threating to sue. A manager Jim Malloy finally contacted me, and authorized to put the tire back on, and refund my tow truck expense. The people at the store were all , unhelpful , put my tire back on , without saying a word. Now I took my car back to strauss, to find out that , that same front left tire has a broken Axel.And according to their mechanic I can get into an accident at any moment. I did not know this back when it fell off, because they failed to tell me , and put my safety in jeapordy. I contacted Jim Malloy again, and he sent one of his workers to contact me and state he'll give me 20 perecent off a Axel. Which is ridiculous since this was all their fault to begin with. My safety is on the line and Strauss which is a big company , is doing nothing to help me, they could have cost me my life and still can.

Careem of Newark, NJ August 28, 2002

I went to get my brakes done on my car. They were fine for a week then they started to sqeak. I took my vehicle back to the store so I can get a full refund or my brakes done over. Instead they did not want to give me my refund or do my brakes.

Francisco of Perth Amboy, NJ August 19, 2000

I purchased tires from them and they installed them but a couple days later I found out that they were too big and was rubbing. I returned to the the store but they refused to replace them even if it was there fault that they were the wrong size.

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