Dean's Remodeling and Repair

[redacted]                3 Year History   Vehicle: [redacted]                  Vin # [redacted]Invoice Date: 12-16-15   Invoice #[redacted]     $1,354.59     Mileage: 149047 Start to Completion: 5 Working DaysCustomer Concern: CUSTOMER STATES, HEAR BRAKE NOISE GRINDING SOUNDS, RIGHT DOOR MIRROR IS HANGING, DRIVERS WINDOW INOP, PASS TURN SIGNAL LENS AND PRICE SHIFTER KNOB.Course of Action: Brake Inspection & Diagnose Drivers Window (inoperable)Findings: FOUND FRONT BRAKE PADS WORN TO INTO BRAKE ROTORS.ROTORS HAVE GRIND MARKINGS ON ROTORS.REAR BRAKE PADS WORN INTO ROTORS WITH GRIND MARKINGS AND MEASURE BRAKE ROTORS AND THEY ARE BELOW DISCARD.BRAKE FLUID IS DIRTY FOUND DRIVERS WINDOW REGULATOR FAILURE MOTOR DOES WORK AT THIS TIME.FOUND BOTH LOWER BALL JOINTS WITH EXCESSIVE MOVEMENT, THE PASSENGER LOWER BALL JOINT IS ABOUT TO COME APART.ESTIMATEREPLACE WINDOW REGULATOR 405.04Correction: Customer Authorized brake pad replacement on front and rear, with labor, brake fluid flush, oil change & alignment. Paid for services and signed Work Order upon completion.Side Note: Attempted to glue/hold together broken shifter knob for customer (no charge) Invoice Date: 12-17-15   Invoice # [redacted]    $ 164.98     Mileage: 149242 Star to Completion 1 Working DayCustomer Concern: Dead BatteryCourse of Action: Test BatteryFindings: Bad Battery     Notes: CUSTOMER CALLED IN BECAUSE BATTERY HAD NOT STARTED THAT SAME MORNING. SHE ASKED THAT WE COME GIVE A JUMP IN 30 MINUTES. CAME TO CUSTOMERS HOME AND TRIED TO START WITH JUMPER BACK & ALSO WITH POPPING CLUTCH WHEN JUMPER PACK WOULD NOT START VEHICLE.RETURNED TO SHOP & ORDERED A BATTERY. WENT BACK TO CUSTOMERS HOME AND INSTALLED BATTERY TO GET VEHICLE BACK TO SHOP. OLD BATTERY IS TESTING BADLY & INFORMED CUSTOMER AND SHE AUTHORIZED A NEW BATTERY. END OF POSITIVE BATTERY CABLE BROKE OFF, INSTALLED A NEW CABLE TERMINAL AT NO CHARGE TO CUSTOMER. ALSO, DID NOT CHARGE A SERVICE CALL TO JUMP START.CUSTOMER PAID OVER THE PHONE, ARE RETURNING VEHICLE TO CUSTOMERS DRIVEWAY.Correction: See Notes above. Side Note: Went to customers house to replace battery. No service call charge… Returned vehicle to customers house (no charge) Invoice Date: 1-22-16      Invoice #[redacted]     $163.01     Mileage: 149688 Star to Completion 1 Working DayCustomer Concern: Bad TireFindings: Bad TireCorrection: Replace TireNote: Customer authorized repairs. Paid for services and signed Work Order upon completion.  Invoice Date: 2-3-16        Invoice #[redacted]     $228.06     Mileage: 150075 Start to Completion 5 Working Days Customer Concern: CUSTOMER STATES NO HEAT AT SLOW SPEEDS AND CONTROL ONLY WORKS ON HIGH POSITION. BRAKE LIGHT BULBS BURNT OUT ADVISE. INSPECT FRONT SUSPENSION VIBRATION LOW SPEEDS. Findings: THE THIRD BRAKE LIGHT WILL WORK BUT NO OTHER BRAKE LIGHTS ONE TURN IS OUT NO9 MARKER LIGHTS AT ALL PULLED THE WIRING DIAGRAM AND FOUND THE GROUND FOR THE LIGHTS IT WAS CORRODED CLEANED ALL CONNECTIONS AND RETESTED THE LIGHTS NOW HAVE POWER AND GROUND BUT THE BULBS ARE EITHER BLOWN OR NOT CORRECT APPLICATION FOR THE VEHICLE REPLACED ALL THE BULBS AND NOW ALL THE REAR LIGHTS WORK BACKUP,TAIL,TURN,AND BRAKE.FOUND BLOWER RESISTOR IS BAD, BLOWER MOTOR IS TESTING WEAK, RECOMMEND REPLACEMENT OF BOTH -CUSTOMER DECLINED AT THIS TIME.FOUND FRONT TIRES OUT OF BALANCE AT HIGHER SPEEDS NOT LOWER SPEEDS.FOUND 3-4OZ TO BALANCE FOR VIBRATION, FOUND AT LOW SPEEDS NOTICE RIGHT REAR WHEEL IS BENT WHICH WILL CAUSE THIS AT SLOWER SPEEDS AND WE BALANCED ALL OUT FOR NO VIBRATIONS.NOTE; LEFT REAR WHEEL IS BENT AND BEST FIX IS REPLACEMENT. [redacted]NOTICE DRIVE BELTS CRACKING, POWER STEERING FLUID IS SLIGHTLY LOW, RECOMMEND TO MONITOR. OIL LEVEL IS LOW 1QT. NOTICE OIL RESIDUE/SOAKING FROM UNDER VEHICLE RECOMMEND DEGREASE CLEANING.TO MONITOR LEAKS OR IF ANY.*AFTER BALANCE TIRES NO VIBRATIONS OR BRAKE PULLING IS OCCURING AT THIS TIME.ESTIMATE: BLOWER MOTOR AND RESISTOR INSTALLED 713.08 INCLUDES TAX.Correction: See Notes above.Note: Customer authorized repairs. Paid for services and signed Work Order upon completion.Side Note: Customer had use of our loaner car for full duration of repairs FREE OF CHARGE. Invoice Date: 3-21-16      Invoice #[redacted]     $673.81     Mileage: 150901 Start to Completion 1 Working DayCustomer Concern: CUSTOMER STATES, HAD TO JUMP START VEHICLE POSSIBLE DRAW ON SYSTEM INSPECT AND ADVISECourse: Diagnose Battery, Alternator & Starter (No Charge)Findings: FOUND ALTERNATOR FAILURE, NO OUTPUT.RECOMMEND ALTERNATOR AND RETEST SYSTEM. DURING REPAIRS FOUND A/C BELT IS CRACKING BAD WITH RUBBER CHUNKS OF BELT MISSING.Correction: Replaced Alternator with Serpentine Belt & A/C Belt.Note: Customer authorized repairs. Paid for services and signed Work Order upon completion.Side Note: Gave customer $100 Preferred Customer Discount off repairs. Invoice Date: 9-30-16      Invoice #[redacted]     $831.52     Mileage: 155018   Start to Completion 2 Working DaysCustomer Concern: CUSTOMER REQUEST REPLACE BLOWER MOTOR (Previously Diagnosed and Quoted on RO #[redacted]). OIL SERVICE Correction: Replaced Blower Motor.Findings: FOUND DURING REPLACEMENT OF BLOWER MOTOR, FOUND BLOWER MOTOR BLADES BROKEN APART AND HAVE DAMAGED HEATER CORE FINS AND HAS MELTED BLOWER MOTOR CASING. FOUND BLOWER MOTOR WORKS ON HIGH POSITION ONLY, RECOMMEND BLOWER MOTOR RESISTOR.Notes: Customer authorized repairs. Paid for services and signed Work Order upon completion.Side Note: Gave customer $50 Preferred Customer Discount off repairs. Invoice Date: 1-29-18      Invoice #[redacted]  $2356.26     Mileage: 164791 Start to Completion 7.5 DaysCustomer Concern: DRIVERS WINDOW INOP, NO HEAT, BLOWS COLD. NO BRAKE LIGHTS. BRAKE PULSATION. Findings: FOUND NO OIL ON DIPSTICK REGISTER. * FOUND WIPER BLADES TORN APART, BOTH LOWER BALL JOINTS HAVE TOO MUCH EXCESSIVE MOVEMENT. ALL BRAKE HOSES ARE SPLITTING AND COMING APART, THIRD BRAKE LIGHTS AND TAIL LIGHT BULB ARE OUT, BOTH REAR TIRES ARE WORN TO SECONDARY RUBBER AND BALD. NOTICE RF STRUT IS BLOWN AND LEAKING FLUID, FRONT BRAKE ROTORS ARE WARPED AND NEED RESURFACING. FOUND LOW COOLANT AND NOTICE HEATER CONTROL VALVE IS UNPLUGGED AFTER TESTING FOUND WATER PUMP IS NOT PUMPING COOLANT THROUGH ENGINE AND THERMOSTAT IS STUCK OPEN WHICH CAN CAUSE HEAT ISSUES NOT FUNCTIONING PROPERLY.RECOMMEND USE DRIVERS DOOR FOR ALL PARTS NEEDED TO REPAIR CUSTOMER DOOR. WIRES TORN APART AND ALL TAPED, ACTUATORS AND LOCKS IN DOOR ARE DAMAGED, WINDOW TRACK IS BENT AND NOT ABLE TO SECURE PROPERLY.FOUND USED DOOR 600-800.00. CUSTOMER DECLINED AT THIS TIME.  DURING REPAIRS FOUND FRONT CALIPERS WILL NOT PRESS BACK ALL THE WAY DUE TO RUST/AGE, RECOMMEND FRONT CALIPERS AND CUSTOMER DECLINED AT THIS TIME. DUE TO OVER HER BUDGET. Correction: See Notes Above. Customer authorized repairs on 1-22-18 at 1:30 pm for $2457.49 via phone. Note: A Missouri Vehicle Inspection was performed as requested by customer. The following items all failed Missouri Motor Vehicle Inspection guidelines; Left-Rear brake lamp was inoperable. Both front brake hoses dry-rotted. All rear brake hoses dry-rotted. Both lower ball joints had excessive movement. Both rear tires had steel cords showing.Front Lower Ball Joints had been originally replaced 12-16-15, the ball joints had a 12 month / 12,000-mile warranty & the labor had a 24 month / 24,000-mile warranty which this vehicle had clearly surpassed.The Front Brake Pads were diagnosed as needing replacement (3 years from previous brake replacement on 12-16-15) This had a 24 month / 24,000-mile warranty which this vehicle had clearly surpassed. To save the customer money, we were able to get the pads (not labor) warrantied, saving the customer $99.98.Tires were replaced on vehicle and placed in front for safety.The alignment on the vehicle was set to manufacturers vehicle specifications.Customer paid for services and signed Work Order upon completion.Side Note: When customer came in to pick up vehicle on 1/29/18, she complained about the $150 Diagnostic charge that she had originally authorized on 1/22/18. Gave customer $150 off repair for “Customer Satisfaction” Customer had use of our loaner car for full duration of repairs FREE OF CHARGE. Brookside Auto Rx is a highly regarded service shop in our area and we take our work and our reputation with our customers and the public very seriously. We hold in high regard our reputation and rating with the Revdex.com. We are an Independent Auto Repair Facility, but we are backed by NAPA AutoCare & we also take their reputation seriously when we represent them. We truly believe that all repairs were done with all our high standards in mind, as is our custom and mission daily for the safety and satisfaction of our customers. We used high quality NAPA parts and tried to save the customer money by warrantying items when able to do so, making house calls with no charge and offering our loaner car at no charge.The customer is always covered by a NAPA Nationwide Peace of Mind® Warranty that applies to all repairs on this vehicle that have been performed at Brookside Auto Rx. This provides the customer worry-free protection on qualifying parts and labor performed at your NAPA AutoCare service center and is honored at over 16,000 NAPA AUTOPRO and NAPA AutoCare locations across North America.

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Complaint: [redacted]
I am rejecting this response because: I called the business in August 2017 because I was experiencing the same problems(car shaking when I applied the brakes; car was pulling to the left; those repairs would have been under warranty.)  After stalling for 5-6 months, the shop finally agreed to look at my car in Janurary, 2018.  I have only driven my car 15,000 miles since the repairs were done in 2015 and 2016.  Brakes should last much longer than that as well as tires.  The reason the same repairs had to be re done is because the car was not alligned properly.  I took my car to another shop 2 days after this last repair, and the tie rods need to be replaced,  That shop did a vehicle safety inspection and says the car is unsafe and refused to do the alignment because it would only be a waste of money without the tie rods and suspension repairs.  Napa billed me for an alignment that was not done or was done improperly.  Additionally, the billed me for brake work that would have been covered under warranty if they had repaired my car when I initially contacted them in August 2017. ( after spending $2357 at Napa, my car passed inspection there; however,  another shop deemed it unsafe without the tie rod replacement and suspension repair. Napa, to date, has not explained the $1600 labor charge, either.  They never told me about a $150 diagnosis charge.  I did not receive a credit for those charges.  I received a $100 discount because the repairs exceeded $750(a standard coupon that Napa offers).  Additionally, I was told not to come back to the shop because I posted a negative review on YELP.  The shop to which I took my car after Napa did a diagnostic and agreed that my rotors need to be replaced.  Napa billed me $149 for rotors matching HUB; I have no idea what that is since the rotors, per Napa, are warped.  
Regards,
[redacted]