Brake Check

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.
A [redacted] called me today and offered a satisfactory verbal solution in the dispute I had with Brake Check. I would...

like to inform someone of this conversation and to comment on the unbelievably quick responses from both the representatives at the Houston Revdex.com office and the person I spoke with from Brake Check. This experience was extremely unexpected and thoroughly a pleasure to be a part of. Thanks to all of those who that I came in contact with.
 
[redacted]
[redacted]
[redacted]

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.
Brake Check has informed me by telephone today, Nov. 12, 2014---by leaving me a voicemail---that Brake Check  will...

process a credit/refund to my credit card in the amount of $534.67.  If they do this, it would be a prompt and satisfactory resolution of my complaint, and I will notify you of it, asking that my complaint be
closed.   At the same time, because your email suggests that the Revdex.com
will post my complaint on line, and in view of the fact that it appears my complaint will be promptly resolved, I ask that my complaint not be posted on line at this time.
Thank you.
[redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Dear Revdex.com: The Revdex.com e-mail dated July 16, 2015 @ 11:58 a.m. asks that I logon and read a message from Revdex.com in regards to complaint #[redacted]. The massage refers to my complaint dated (3-27-16 @ 3:48.39 p.m.) The massage contains a statement from [redacted] saying, "We have done every thing in our power to accommodate this customer." Mr. [redacted] also says, " I have found no damage to Mr. [redacted]' vehicle and regret his dissatisfaction." In addition, Mr. [redacted] says " [redacted] Forero has also tried to help Mr. [redacted] to no avail." To whom it may concern within the Revdex.com. On July 6, 2015 @ about 11:15 a.m. I hand delivered to the lady at the front desk a completed Revdex.com customer complaint form and a two (2) page attachment containing my written compliant about Brake Check. Please ask her if she remembers that I made a mistake filling out the form and that I found the young lady coming from the back office and she gave me another form. She made copies of the complaint form and my written complaint. I had to return because I left my sun glasses. I ASK THE Revdex.com THAT THEY DO NOT CLOSE MY COMPLAINT BECAUSE NO ONE FROM BRAKE CHECK HAS CONTATCED ME, IRREGARDLSS OF THEIR RESPONCE TO THE Revdex.com. Please contact me ASAP VIA E-MAIL about my above request within this, my response. Thank you,  [redacted] 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Here are the facts.  2/3/2015 I took my car in to Brake Check #540 for brake service due to the fact my back brakes were grinding.  My brakes were not squeaking when I brought my car in to be serviced.  Brake Check charged for the following services:  Front Brake pads/LT Warranty, Rear Brake Pads/LT Warranty, Front and Rear Caliper Maintenance Pistons, Front & Rear Brake Disc Hardware-Per Axle, Rotor Reface, Brake fluid.  $431.70  As soon as I got my car back my brakes started to squeak a little.  Once again they were not squeaking before all this work was done.   The man over the phone told me that I had a warranty so I could bring my car back anytime if I have any problems.  The squeaking got worse so I took my car back 5/23 to Brake Check #540.  I was informed that I would need to pay them another $399 to have my car fixed.  Once again, my brakes were not squeaking when I took it in they were grinding.  That problem was fixed but they caused another issue that should have been resolved.  I was told that since an alignment was recommended it was my fault.  I knew that was not true my brakes were not squeaking when I brought them there in the beginning.  A recommendation for an alignment does not match up with my brakes squeaking.  I told  Brake Check that I was coming to get my car and I was not going to pay them more money.  The gentleman that worked there argued with me about the situation.  He even threatened to have my husband removed from the shop due to the fact he was talking with another customer in the lobby that also had problems with their service.  I took my car to another brake shop that same day.  They informed me that the alignment had nothing to do with the squeaking.  They said that cheap materials were utilized.  They fixed my squeaking brakes in 2 hours for $99 total $108 with taxes and told me that I could bring my car back every six months to be checked.  My brakes are not squeaking anymore and they are working properly.  I received two calls from the Brake Check company after the fact.  One call from someone in the corporate office that wanted me to take my car to a different Brake Check location to be checked and one call from someone else that wanted to say it was my fault and not listen to the issue.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Since [redacted] diagnosed the vehicle as being satisfactory the vehicle has been brought back to them due to the transmission once again slipping. The "experts" at [redacted] agreed that it was indeed slipping (which would never happen to a transmission with no problems). [redacted] attempted a second time to alter the transmission fluid and a second time it failed. As they are aware, the transmission is STILL slipping. The experts at another [redacted] stated that a transmission driven for 600 miles with no fluid must be replaced. My insurance company also seconded that opinion. Brake Check informed me that they refused to replace the transmission. They still have not reimbursed $820 in rental fees as Phillip previously agreed to do. Brake Check has a history of similar decisions and lawsuits proving customer deaths from their negligence. We no longer feel the vehicle is safe and demand $4,000 for the transmission replacement to be done by Round Rock [redacted], and $820 for rental reimbursement.Regards,[redacted]

After carefully examining the past work history concerning [redacted], there was no concerns from [redacted] on 5/28/2013 about the cv axle he had replaced by us on 4/15/2013. We as Brakecheck value [redacted] as our customer and are here to assist in anyway. I have attached each copy of his history for that particular vehicle that year.
 
Thank you
[redacted]/553

I have contacted the customer to address their concerns.  However, the customer was not able to speak at the moment and stated he would call back.  I am awaiting his callback. - [redacted] Corporate Director

Customer's history shows that Brake Check repaired the lower ball joints, rack and pinion, and rack and pinion bushings on 2/25/2015 (RO545-45702). Customer came back in on 05/05/2015 for "Hard Steering". We performed a warranty alignment (RO545-47195). Customer came back on 06/15/2015 (RO545-48144) for "Hearing a noise in front end". Brake Check replaced the rack and pinion bushings. Customer was informed that the rear main seal is leaking on to the rack and pinion bushing which could cause the rack bushings to fall off or cause more noise. Customer stated she left that afternoon and about 15 minutes later she said she was pulling into the HEB parking lot across the street and the tire fell off. Customer stated she called the store and was told by the store to have it towed to Brake Check for us to look at. Customer had vehicle towed to her home. Ten days later she had the vehicle towed to a friend's shop. She never brought the vehicle back to Brake Check, but had the repairs done on her own. On her receipt it states she replaced the upper ball joints and the lower ball joint. I explained to her that the upper ball joint holds the tire on to the vehicle and when the upper ball joint broke the tire fell off and broke the lower ball joint. She thinks that Brake Check should pay for her vehicle being fixed. I explained to her that we are not responsible for the damages to her vehicle. She hung up. - [redacted], Operations Director

Our Corporate Director is willing to do a refund of $534.67 for parts, labor and tax.However, our corporate policy requires that customers be present to process and sign for refunds.Also, there is an open ticket in the amount of $255.47 for parts, labor and taxes.  To replace a muffler the customer currently has on her vehicle. This must be cleared at the time refund is processed.I deeply apologize for not being able to reach a resolution that meets with your satisfaction.

Complaint: [redacted]
I am rejecting this response because:I'm not sure what visit [redacted]is referring to in the cursory response he submitted.  The work I purchased was done at Brake CheckResearch and it was [redacted] who referred me to [redacted] in Cedar Park when Icalled to let him know my brakes were still noisy and because I was stranded ina parking lot again because my car wouldn't start and I thought it probably hadsomething to do with all the times the radio needed to be reset after leavinghis shop, since that happens only if the battery is disconnected.  [redacted] made adjustments. That worked for awhile, then the same crunching and scraping sounds started again so I wentback.  He then tightened the parkingbrake and upgraded the drums (after I paid another $55 on top of the $1,497 Ialready paid).  After that he told methat I should go back to Research if it happened again because [redacted] was"always sending his problems over and should be able to fix themhimself."  NOT because there was noissue to be fixed as [redacted] suggested on my last visit.  What sane person keeps spending theirSaturdays and workdays sitting in a auto repair shop for nothing?  What reputable shop keeps replacing partswhen there isn't a verifiable problem in the first place?  What reputable shop puts that I purchasedonly 1 part on my invoice when 2 were replaced and I was told all parts havelifetime warranty?  NONE. Period.  The records speak for themselves.  Someone from higher management or at leastcorporate customer service needs to review them and actually contact me.  [redacted] did ask for a list ofeverything/problem I had but only addressed the trunk liner and it still isn'tright. I NEVER said that I was satisfied with anything.  How could I? No one ever even took the timeto go over the list and be honest about what they would or would not dosomething about and when I disagreed with [redacted] saying he "bent overbackwards" to fix these things for me, he became angry, spoke down to me,told me he was "done" and that I needed to go somewhere else.  I honestly have never had anyone at anybusiness I have ever patronized speak to me the way he did and I have nevergiven anyone reason to.  For this reason,I feel it should be noted that [redacted] was at least calm and respectful no matterhow frustrating things got.  Theexperiences I had when [redacted] was manager, [redacted] Smith's calm demeanor, theservice from [redacted] and the other [redacted] (from Round Rock I think) and [redacted] inCedar Park were the only reasons I kept giving them more chances to correctthings. Honestly, though, I think anyone else would have filed with an attorneyrather than let things play out the way I did.  I still hear bumping sounds,brake sounds on regular stops, on gradual stops and yields/turns. I still havegrease stains on carpet and upholstery, and chips in the paint.  None of this should have ever happened; muchless should I have been expected to brush it all under the rug.  I don't think I should anyone should pay asmuch as I did and have to live with noisy brakes, struts and additional repaircosts that I'm certain resulted from someone doing something that drained mybattery and/or damaged my starter, as my car had ZERO symptoms of that naturebefore bringing it to Brake Check Research and I had to replace both during thecourse of my return visits for corrections. I tried to select the box for a call from management at checkout but itnever worked and kept restarting the transaction.  For obvious reasons, I no longer trust this location.Again, the records speak for themselves. Someone from higher management or at least corporate customer serviceneeds to review them and actually contact me.
Regards,
[redacted]

I spoke with Ms. [redacted], and after researching her issue and her codes it was found that we did misdiagnose the problem. Since we did not repair her issue the total charged was agreed to be refunded. A refund was processed through the POS program today. - [redacted]...

[redacted]

Please let me apologize for any inconvenience you feel may have been caused to you in reference to your son's visit to our Brake Check service center. In order for us to investigate this matter we will need the name and telephone number used at time of service.  I have been trying to find your...

Repair Order however was unable to locate it with the limited information. Please include it with your contact information.

We have made several attempts to resolve this with the customer.  His initial complaint was that he felt his brake pedal was softer than normal.  Because of his location and the cost of towing the vehicle back to our store, we agreed to cover the cost of what a dealership told him was...

needed, a bleed and flush of the brake fluid.  However, we would never receive an invoice for the service.  Just what appeared to be a hand written estimate which was $120 over the quoted price provided to us by the dealership.  We also found that the customer's uncle appears to be employed with the dealership as well.The customer then visited another location having removed a hydraulic component (brake caliper) from the vehicle, requesting that we return with him to his residence to install it back on his vehicle.  Removing this component compromises a closed, pressurized braking system and negates any work done by Brake Check or the dealership.  Our corporate representative refused to meet the customer's demands and we were uncertain as to why the customer would take it into his own hands to remove the component.  The customer states that the piston seal on the component was torn, yet there was no diagnosis of fluid leakage by Brake Check or the dealership.  Removing a caliper piston, if not done properly, can damage internal seals.Our offer to reimburse the customer $145 for the quoted price of a bleed and flush of the brake fluid stands pending the receipt of printed dealer receipt of paid service.  As a gesture of good faith and for any inconvenience the customer has experienced, we are offering a $50 Brake Check gift card which can be used for future services at any one of our 40 locations.

Complaint: [redacted]
I am rejecting this response because: I have reviewed the damages with the area Mgr.........I don't really understand this response. the body shop that Brake Check uses, should have done a written estimate on the damages. I never got one. I want my vehicle fixed. tal[redacted] to the staff does what?
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I went back to break check I'm on West timer and they had fix the problem which was my rotors they replace them for free thank you guys very much
Regards,
[redacted]

This refund was processed on 9/26/14; refunding the credit card she used for the initial payment of the transaction.
 
It may take up to 24-48 business hours for the credit to appear on her card. 
 
Please note, if the card used was a “debit” card, it can take up to 30-days for the refund to appear on the customer’s card.  This a customer’s bank issue, not anything Brake Check can control.  Also, we have no way to determine by the information we retain in our files, if the customer used a “debit” card as a credit card transaction or not.  And since we no longer accept PIN debit transactions, our customers do not have a choice in selecting debit or credit when using a debit card.

We have been in contact with the customer and notified her that her refund was being processed and she should be in receipt of it shortly.

Complaint: [redacted]
I am rejecting this response because:
 
This is my reply:  Please keep my above-numbered complaint open.
Brake Check has kindly responded with a message letting me know that they are looking into the matter
and/or turning it over "to Corporate Director."   That is fine, but I do not wish to be in
further contact with the person I dealt with at Brake Check's store at [redacted] in
[redacted] and I prefer to go through the Revdex.com service.
 
Equal to my complaint about Brake Check's still-uncorrected over-charges to my credit card, and bad service to my car---which I must now take to another shop---are my experiences of repeatedly "getting the run-around" at Brake Check, at the shop and by phone, with:
 
1.  changing explanations, excuses, reneged promises, and prices that are "moving targets";
 
2.  not giving me accurate, updated paperwork to document what I was verbally told was done to my car at the second visit (removal of the unnecessary, ineffective $502 part, after the exhaust system failed state inspection immediately following Brake Check's prior "repair"); and
 
3.  the refusal, when I picked up the car after the second visit, to give me the VISA credit slip that had been promised only a few hours earlier---for credit that was due to me right then and there because Brake Check had removed that $502 part.  What was Brake Check's excuse for not processing and giving me the credit slip?
Suddenly, the explanation was that it had to go through "Corporate."
That is because Brake Check had to process a single transaction---just the credit, no separate charges---and "Corporate" had to tally the numbers. And, Brake Check wanted to first get their refund for the
$502 part.
 
On my own, I then estimated I was due at least $391, and based my Revdex.com complaint on that figure, but that was before I concluded the $200 muffler was an over-charge, using retail prices I got from the internet.
 
So, did any credit arrive, under the new promise, on Monday the 10th?
No.  Nor on
Tuesday.  But a new promise arrived on Wednesday, November 12th, by voicemail. I have retained this voicemail.  It informed me that all the figures had been tallied up and a credit of $534.67 was being processed to my credit card, "hopefully getting it resolved for you today."
 
So, I reported this to Revdex.com in order to avoid a negative, Revdex.com complaint about Brake Check on the web, and my complaint was temporarily closed.
 
And after that?   I received a live phone call from Brake Check on
Nov. 18th.  This time, a new story.  No credit was processed.
Suddenly, I owe another $200.
 
These are only most recent events contributing to my lack of confidence in Brake Check's good faith efforts, but they are consistent with my other experiences with Brake Check during this same "repair."
 
 
 
Regards,
[redacted]

Mr. [redacted] was refunded the requested amount, $301.98 on July 18, 2016 by company check.  This refund was mailed to his residence.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] . The service received from brake check I the customer didnt ask for free service of any kind .. and if the service was not going to be done in a professional manner it should have been left a line. I didnt ask for the service to be rendered and now thta they have in properly serviced my car ..they wont to refuse to uphold the integrity of their company... I am very unsatisfied and will contact olreliys as to rhe warranties part.. I am ask in for the part to accounted for tonsr twice my vechile at another shop.. very dis pleasd