The customer in said complaint ID # [redacted] came into our shop on January 11, with a [redacted] *The customer complaint was that at speeds above mph the vehicle had a wheel bearing noise, upon our initial test drive we heard a howling type noise coming from the rear of the vehicleWhen then brought the vehicle into our shop and test drove it in the air on the lift to listen with a stethoscope to the front wheels while driving and by spinning the rear wheels by hand as it is front wheel driveNo wheel bearing noise was heard nor was any other noise while vehicle was off the groundDue to hearing the noise from the rear during our road test drive we took a further look in that area, it was then we found the rear tires badly chopped this was the cause of our noise driving down the roadWe then checked the front end and suspension components for play? We had no play or looseness in any components to include ball joints, tie rod ends and wheel bearingsWe then removed the rear wheels to inspect and it was then we noticed the rear brakes were at about 5% life remaining and the right rear caliper was leaking brake fluid by the pistonAt this time I personally called the customer with what was found during our test drive and inspection of the vehicleI told the customer "the only noise heard during our test drive was caused by the rear tires as they were badly chopped, and that the rear brakes had about 5% life remaining and that the right rear caliper was leaking although this was not causing any noise but purely a safety issueI had also suggested that she replace both calipers as they appeared ? to be the same age and to help ensure a comeback with a future brake problem caused by the caliper locking up or leaking on the left rear." ? It was at this time the customer replied to go ahead with the work as it needed to be fixed for her daughterAfter the repairs were made we then drove vehicle again and heard no further noises, the bill was then invoiced out and the customer was notified? that the vehicle was finishedIn the week prior to receiving this letter the customer called our facility and complained that the noise she originally complained of was still presentWe asked the customer to come and drive the vehicle with us to hear the noise to determine where it was coming from and what type of noise they are hearing at no chargeWe also told the customer that we could put the old tires back on as the scrap tires had not been picked up yet if she wished to do so and refund the new tire cost as that was what we replaced for a noise issue(these tires are still at our facility as we held on to them after her call if you would like to inspect them)The customer refused to come back to allow us to hear the noise or go for a ride with us to produce the noiseWe heard no further on this issue until receiving your letter on January 23, Sincerely, CHRIS BAssistant Manager Baker's Auto Service Center Inc
The customer in said complaint ID # [redacted] came into our shop on January 11, with a [redacted] *The customer complaint was that at speeds above mph the vehicle had a wheel bearing noise, upon our initial test drive we heard a howling type noise coming from the rear of the vehicleWhen then brought the vehicle into our shop and test drove it in the air on the lift to listen with a stethoscope to the front wheels while driving and by spinning the rear wheels by hand as it is front wheel driveNo wheel bearing noise was heard nor was any other noise while vehicle was off the groundDue to hearing the noise from the rear during our road test drive we took a further look in that area, it was then we found the rear tires badly chopped this was the cause of our noise driving down the roadWe then checked the front end and suspension components for play? We had no play or looseness in any components to include ball joints, tie rod ends and wheel bearingsWe then removed the rear wheels to inspect and it was then we noticed the rear brakes were at about 5% life remaining and the right rear caliper was leaking brake fluid by the pistonAt this time I personally called the customer with what was found during our test drive and inspection of the vehicleI told the customer "the only noise heard during our test drive was caused by the rear tires as they were badly chopped, and that the rear brakes had about 5% life remaining and that the right rear caliper was leaking although this was not causing any noise but purely a safety issueI had also suggested that she replace both calipers as they appeared ? to be the same age and to help ensure a comeback with a future brake problem caused by the caliper locking up or leaking on the left rear." ? It was at this time the customer replied to go ahead with the work as it needed to be fixed for her daughterAfter the repairs were made we then drove vehicle again and heard no further noises, the bill was then invoiced out and the customer was notified? that the vehicle was finishedIn the week prior to receiving this letter the customer called our facility and complained that the noise she originally complained of was still presentWe asked the customer to come and drive the vehicle with us to hear the noise to determine where it was coming from and what type of noise they are hearing at no chargeWe also told the customer that we could put the old tires back on as the scrap tires had not been picked up yet if she wished to do so and refund the new tire cost as that was what we replaced for a noise issue(these tires are still at our facility as we held on to them after her call if you would like to inspect them)The customer refused to come back to allow us to hear the noise or go for a ride with us to produce the noiseWe heard no further on this issue until receiving your letter on January 23, Sincerely, CHRIS BAssistant Manager Baker's Auto Service Center Inc