Brake Check

Customer came in to the Victoria Brake Check location and had an alignment done.  She was advised that the vehicle would need additional aftermarket parts to complete the alignment and had also purchased our lifetime warranty option since she was going to have the parts installed at different...

times.  The work was completed and the alignment done, but the customer called back a few days later stating that the vehicle was still pulling to the right.  Customer was asked to return to the Brake Check location so that we could inspect the work done and to address any needed repairs.  The customer stated she could not make it in, but that she would try to come by the following week.  The customer did not return the following week nor the week after.  Customer came in to the Brake Check location on September 30th stating that she took the vehicle to another service company and had the alignment done.  The customer asked for a full refund of all monies paid at time of service and was told that we, in fact, performed all services paid for, but that we would refund her the difference of the lifetime warranty alignment cost totaling $64.88.  The customer declined this refund and asked for the corporate number.  We are declining the full refund for services, but will continue to offer the refund of $64.88.  - [redacted] Corporate Director

Customers labor warranty had expired. There is only the suppliers warranty on the part. If she wants the part replaced she will have to pay the labor per our company guidelines. Most likely the issue is lingering effects of the customer having put power steering fluid in the brake system. There...

remains a possibility that the supplier of the part will not honor the part warranty due to the power steering fluid. We offered to remove the part and see if the supplier would warranty the part without charge, if they did then the customer would have to pay the labor of $75 (one hour charge). This matter isn't about what the customer thinks is right but simply a matter of the warranties that were clearly stated on the back of her paid invoice. The fact that she originally did not pay any labor shows that Brake Check has on multiple occasions tried to work with this customer. At this point, we will not complete any further repairs. Thanks - [redacted]

The customer had a lower ball joint replaced in February of 2015.  In June, the customer states that the wheel came off the vehicle and contacted the Brake Check location she had the vehicle serviced at for assistance.  The Brake Check location asked that she bring the vehicle in to be...

inspected, however, the customer towed the vehicle to her home and then to another competitor ten days later. The customer provided Brake Check with a receipt of services completed at the competitor where it was determined that the upper ball joint had failed, causing the wheel to come off.  Since this was not a part installed or repaired by Brake Check, we hold no responsibility and are declining the customer's request for reimbursement.

Amy, I am sorry to hear of the disappointing experience you had at Brake Check. Please let me apologize for any inconvenience you feel may have been caused to you. I have forwarded your notes to a Operations Director who will be investigating this complaint.

We are in the processes of working with Mr. [redacted] on a resolution to his concerns.  Our Assistant Vice President has been in contact with Mr. [redacted] and is awaiting documentation.

Complaint: [redacted]
I am rejecting this response because:  I have been told several times that I will receive my refund.   Until I have the check in...

my hand I do not want the complaint closed.  I have had a lot of problems with this company.  As of 9/26, I have not received a refund check.
Regards,
[redacted]

[redacted] thank you for your feedback.  In order for our business to improve we must listen to our customers and respond to their feedback, both positive and negative.  I want to send this to the Operations Director over this store so that he can be aware of the situation and...

talk to his staff about the problem. He would also address this concern with you.

After having thoughtful conversation with [redacted], he is going to consider a future visit with me here at store[redacted] next time he needs service on his vehicle. He did compliment the open bay procedure we have as a company. He did mention the team at store [redacted] did a great job presenting the needs and recommends...which gave him the confidence to do business with us as a company. Was even a bit surprise the brake pads were as bad as they were. He will consider the offer of re-bleeding the vehicle ...Was thankful for our conversation as well as reassuring any future visits. He has my phone numbers for any future concerns. We are both looking forward to meeting in the near future. One of his vehicles is going to need service in a few weeks. [redacted] will consider coming here to store [redacted]. - [redacted], Corporate Director

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.  I am in touch with Mr. [redacted] from Brake Check and am in the process of working out a resolution at this time. 3/28/2017
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Thank you for your e-mail. I looked at my phone history and found no call from Mr. [redacted] at ###-###-####. I was not able to view my account history at Virgin mobile, because their web site would not allow me to access my account. I called Mr. [redacted] at 3:15 p.m. today 4-01-2115. No one answered so I left a message for Mr. [redacted]. I asked him to call me at ###-###-#### today or ASAP to resolve my complaint.  I thank the Revdex.com and ask them DO NOT close my complaint. I asked Mr. [redacted] to contact me (2 times) on 3-3-15, and on 3-05-15 by a complaint at Brake Check's web site and by phone ###-###-#### to Brake Check's Corp. office. NO RESPONCE! I need the Sebring repaired. Thank you, [redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: ( see attached ) 
Regards,
[redacted]

We
have received and reviewed the customer's concerns and can empathize with his
frustration after having to wait when making an online appointment with our
company.  This does not fall in line with our company's promise to our
customers and we are addressing it with our staff.  For...

the customer's
inconvenience, we discounted his invoice by $50.00.  We also apologize
for the inconvenience the customer experienced due to our credit card terminal
being inoperable at the time he came to pick up his vehicle.  We learned
that this was an external vendor issue and had no alternative means other than
to receive a cash payment from the customer for services rendered. 
Unfortunately, the customer did not have the means at that time and we could
not release the vehicle without payment.  We did attempt to secure the
customer's credit card number (not the card itself) so that when our systems became operational again
we could process the payment, allowing us to release the customer's vehicle.  However, the customer declined and we respect his reasoning for doing so. - [redacted], Operations Director

An attempt to contact the customer was made on July 13th, at 4:35pm.  A message was left with the customer with no response. - [redacted]

Complaint: [redacted]
I am rejecting this response because: First of all, my last name is [redacted], not [redacted] as [redacted] states. Secondly, I took it upon myself to take the vehicle to a repair shop as I did *not* trust Brake Check to investigate, touch or look at my vehicle after already putting my family's life in danger twice by #1. Not filling my car with oil like I had paid them to do, causing us to break down in the middle of a busy highway and #2. Not latching the hood after coming out and adding oil, causing our hood to fly up in my wife's face on a busy highway, causing her to swerve and nearly have an accident which could have been fatal. The Brake Check shop at that point lost all credibility, and further lost credibility once pictures, documentation, witness information and invoices from Apollo Auto Body were submitted to Brake Check only for them to accept no liability and take a stance of "Just take us to court". [redacted]'s response exhibits no true apology and further notice how [redacted] did not speak to the fact that he knew nothing of the pictures or other documentation that was submitted (as evidenced in his initial response), yet he takes a hard stance to accept no liability. How can someone with no knowledge of the situation, evidence or documentation take no liability? Obviously his role has and will be to reject liability if and at all possible, and not to do right by paying customers.Brake Check left me with an over $1200 charge, on what should have been a simple $30 oil change. I've received no apology, been told "Just take us to Court", been lied to (as evidenced in [redacted]'s first response), and have had Brake Check reject liability without even looking at the documentation and evidence that was submitted. This is no way to do honest business.
Regards,
[redacted]

Thank you for contacting us about your experience. We take customer feedback very serious and we consider it a gift that you took the time to let us know what happen. I have already forwarded your notes to a corporate director who will be in contact with you soon to address these concerns. Again,...

Thank you for reaching out to us.

I have called Mrs. [redacted] in regards to the collision and have left a voicemail.  The vehicle will be going to a body shop as soon as Mrs. [redacted] returns my call and a rental will be provided.  - [redacted], Corporate Director

We have reached out to Frantz Prosper on multiple ocassions at both provided numbers [redacted] and [redacted]. Both numbers have generic voicemails and Ive personally left messages to attempt to find resolution to his issue. In doing research to his complaint Ive found three subsequent tickets...

where he has brought this car to other brake check locations with no complaints to the services performed on 6-9.  I will continue to reach out to him in effort to resolve his issue.
 
 
[redacted]
[redacted] Director
Brake Check

Ms. [redacted] came in to our Austin location on June 6, 2016 complaining that her brakes were making noises.  At the time of her visit, Ms. [redacted] was asked to join the manager on duty to look at her vehicle during the brake inspection.  At the vehicle, the manager took Ms. [redacted] through...

our visual brake inspection which covers the function and condition of the brake system.  This includes the brake pads (friction material), brake hardware, rotors/drums and brake fluid.  It was determined that the friction material on the brake pads was worn and the pads needed to be replaced.  The rotor surfaces were also worn and needed to be resurfaced to avoid noise or pulsation as it rides against the new brake pad and to prevent accelerated wear.  It was also recommended that Ms. [redacted] replace the braking hardware that wears out over time and that she have her brake fluid flushed to remove moisture in the lines.  After the inspection, Ms. [redacted] was walked to the counter to discuss pricing of needed/recommended items for her vehicle.  Pricing is presented as line-item, meaning that each service is individually priced so the customer may choose the services that meet their budgeting needs.  However, electing out of needed and recommended services can cause further damage to new and existing parts.  After pricing was presented, Ms. [redacted] chose to only replace the brake pads.  She was advised not to wait too long to complete the other needed/recommended work as it would continue to cause damage to the braking system.  At this time, we are declining Ms. [redacted]'s request for a refund.

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]

We explained to customer that the damages did nor occur while in our care and that there were visible signs of scrape marks that were not fresh and some of the areas were rusty. Please reference the attachment from [redacted] the ** at [redacted].[redacted], tried to reconcile with [redacted] as not to lose her as a customer but customer was adamant.We deeply apologize for not being able get to a resolution that meets with your satisfaction.