Brakes Plus

We reviewed the customers concerns and all work was authorized by *** ***Unfortunately, when a job requires special order bolts on a vehicle that is no longer built we are at the mercy of the manufacturer on timeThe store manager “Dan” did his very best to help explain the delay to Mrs
*** , but it appeared like she wasn’t aware of the additional charges authorized by her husbandWe did give an additional discount of $when Mr*** came to pick up the vehicle per customer satisfaction and we consider this matter concluded

We are not denying that the original assumption of Struts causing noise was an issueThis is why the control arms were replaced at no charge to the customerAs stated in previous statement, the value of this was $
In attempt to clear up the confusion, the actual "no charge" invoice only lists a price of $for labor which was discounted, the parts were entered on the ticket at zero costIf you reference the estimate included with attachment, you can see the arms are $eachAlso, the sway bar links for $were only a recommendation, the customer was never charged for this as it was never doneThe page that lists the Control Arms, Sway Bar Links, and Fuel Induction Service (with prices) is an ESTIMATE ONLY, not an invoice
In regards to the Brakes, they were in fact replaced and documented on the original invoice and were not related to the noise in questionI am sure that they were more responsive and made less noise when the vehicle was picked up after control arm work was completed; due to the fact that the vehicle was more stable with new parts, and with the test drives seating in the new brake components
All this being said, it sounds like there is confusion with what was done and the valueI would like to apologize again that this occurred and offer a refund for the difference of the Strut job and the Control arm job, which was $In addition to that, I would like to offer to replace those sway bar links ($value) at no charge as a customer service
*** is not the Store Manager, but he is a Service Manager and can help you outThe current Store Manager is *** and should you accept this offer, I will fill him in and make sure you get taken care of

Initial Business Response /* (1000, 6, 2015/07/16) */
When I talked to *** about his issue he stated that he had a coolant flush prior to us replacing the thermostat trying to fix this issueHe requested the thermostat be replaced and we didSo the thermostat did not cause this issue it just
didn't fix itWith that being saidI am willing to meet you personally at the store to see and address your issueAs far as the pricing we need to compare apples to applesI shopped this service at three competitors I talked to *** at big o tires XXXXXXXXXX on 120th and they where $dollars out the door*** at century chevy XXXXXXXXXX was $to $*** at firestone on 120th XXXXXXXXXX was $out the doorSo I see no reason for a refund on a requested serviceI Would like an opportunity to meet with you and the vehicle to duplicate and help resolve your issue
Initial Consumer Rebuttal /* (3000, 8, 2015/07/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
BrakesPlus has the facts wrongTemperature gauge needle sat 2-DOTS BELOW the half way mark for 7+ yearsRecently it started sitting just a HAIR BELOW the half way markThat is why I had a coolant flushAfter the flush, it still sat just a hair below the HALF WAY markNo changeTHEN took it to BrakesPlus and tried a thermostat change while getting brakes doneNOW - after their work, it sits 1-dot below the 3/mark on the gaugeThat's an increase of nearly 25% on the gaugeThey never even noticed it and gave me my vehicle backAs you can see, that is not what they are claiming their statementThe problem is far worse now after their workAnd - THEIR OWN TECHNICIAN told me "not sure what we'd do with your truck anywayno one ever saw anything like that before"Why would I **ever** give my vehicle back to a shop making that statementAdditionally, why would I **ever** give my vehicle back to a shop who already, specifically told me to bring it back to them, and I did so - leaving it for a whole day, and then never worked on it? No customer would ever trust that shop againI cannot trust them
Final Business Response /* (4000, 10, 2015/08/11) */
Sorry you feel that wayMy offer still stands to meet you and see the vehicle and what it will take to fix itWhen I interviewed you and the guys at the store you both stated we where chasing a heating up more than usual issueYou requested the service we preformed the serviceIt did not fix the vehicle but we preformed the service at your requestSince you don't want me to fix the vehicle or even take a look at itI will meet you half way and refund your thermostat part expenseWith taxes this would amount to about $dollarsI feel this is more than fair resolution to your issueIf I can help you any further give me a call
Final Consumer Response /* (2000, 12, 2015/08/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Seemingly, we simply will continue to disagree on the events of this transaction and what "fair" isBoth parties wish to move forward and it is time to do soI ask that the offered amount of (approx.) $be sent to me within business daysThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Send the refund to
*** ***
*** ** *** ***
*** ** ***
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11120992, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The master cylinder issue with the car was explained the day before the oil change was done, and again over the phone after the oil change was made. I never asked for an oil change, I have call records showing that I spoke with someone the day before, Friday, at Brakes Plus. I never asked for an oil change, because one was not needed. On Saturday I was told by the mechanic that fixing the back brakes would fix the problem and that the master cylinder did not need fixed I also reject this response due to the lack of respect I have been given, and also because the manager repeatedly lied to me and told me I was paranoid. I have been completely disrespected, and the issue still was not resolved, not was an apology given.
Sincerely,
*** ***

After talking with the customer, we found out that the customer bought this vehicle for only with coolant leaking issues one week before they came in the store. The customer towed the vehicle to Brakes Plus after buying the vehicle, because the vehicle had such a bad coolant leakThe
customer was going to have his brother fix the repairs but after his brother looked at vehicle and he decided to tow it to Brakes Plus to have the repairs doneWhen Brakes Plus looked at the vehicle, we could only find that the secondary water pump was leaking and needed to be replacedAfter Brakes Plus replaced the water pump, we test drove the vehicle and did not see any further repairs that needed to be doneThe coolant hose that broke over hours away from Omaha, after the customer picked up the vehicle, was not a part we could have ever predicted was going to failIf the hose would have been an issue at the time we serviced the water pump, we would have found it on our post test drive, but we do not take any vehicle on a hour test driveThe failure of the hose was not something “ANY” shop could have predicted was going to happen after hours of driving The customer states that we told them that all the hoses needed to be replaced, because they were crackedThen they said that they told us to replace the hoses but I have no documentation on our technician inspection reports or their invoice (where we put in all information about the customers' vehicle concerns) that the hoses were ever a problemI called the shop the vehicle was towed to,hours away, and they told me that the broken hose was not caused by Brakes Plus After the customer called our store and then myself the mom decided she would call the corporate office, numerous times repeatedly, and that is where she talked with our Regional Vice PresidentWhen the RVP called her back she told him that she just got done filing a Revdex.com complaint and that she could read it to him, even though she was not present or on the phone for any of the communications between Brakes Plus and her sonShe told the RVP that she has gotten managers and employees fired in the past and that would be her goal and we better watch ourselves Due to the mother’s threats and inappropriate behavior of filing a Revdex.com complaint under her son’s name without having firsthand experience, Brakes Plus will not now, nor anytime in the future terminate an employee or apologize to her for doing the repairs that were requested and paid for by her son. *** ***Regional ManagerBrakes Plus

Initial Business Response /* (1000, 6, 2015/07/08) */
I actually spoke with this customer on the 24th and he explained to me that the store had reset his odometer back to milesIt was explained to the customer that we performed no work to his vehicle at all, and had done nothing that could cause
his electric dash to read erraticallyThe vehicle has been damaged in the past and it is possible that was the cause
When I spoke with the customer, he said everything was fine, so I am not sure if this complaint was logged before I spoke with him
I called customer on 7-6-to inquire about the Revdex.com complaint, but never got a response

*** *** Called our General manager *** *** right after this happened*** apologized to *** *** and offered to bring it right back to him so he could replace the studs/nut if necessary and reinspect the wheels and the brake system to ensure safety and find out what had
happened*** also wanted to reinspect the vehicle to refund his Oil Change and to make sure there are no p***lems with this or any other concerns that *** *** may have*** *** stated that he got the situation taken care ofAs for *** ***’s statement that this was done purposely is absurdIn Brakes Plus we take our job seriously and always want to make sure our customers are safeI would like to extend our offer of a refund for the oil change Thank you for listening and if you have any other questions please don’t hesitate to contact me *** ***
*** *** ***
*** *** *** ***
***

Initial Business Response /* (1000, 5, 2015/10/27) */
We absolutely understand Mr***'s frustration and would be more than happy to try and resolve this overheating issueThe vehicle is experiencing an intermittent overheating issue which we need to have the vehicle running to figure out what
is exactly causing the concern at this timeThe first time he came in his fan clutch was inoperable , so we replaced it with a new one and performed a coolant system exchange serviceWe needed to let the vehicle get to operating temperature before Mr*** was to leave the first time inAt that time we had concluded there was no other known issue with the cooling system and released the vehicle to Mr*** Mr*** returned on September 5th and stated that his temperature gauge read high when he was driving in downtown *** This was about a month after the original visitWe spent about two hours inspecting the vehicle and found no overheating issue at that timeMr*** took his vehicle and we did not hear from him until early OctoberWhen Mr*** returned and stated that it had read high on his temperature gauge again and was very agitatedWe informed him we would be more than happy to look at the vehicle again to resolve the issueAt this time Mr*** had a Breathalyzer on his vehicle and it would need to be blown into every ten minutes to continue to run the vehicleMr*** refused to stay with the vehicle to keep blowing into the device or to give us a new tip so we could blow into the deviceWe even tried to call and have the device disabled whilst we looked into the issue to no availAfter we told him all of this he stormed out of the store using profanity on the way outWe are still willing to look into this issue for Mr*** if he can provide us with a sanitary way of operating his vehicle
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I took my Jeep back a second time, at which time one of the techs took it for a test drive he stated it was not over heatinghe was gone maybe minutesSince this whole issue my Jeep has blown a new hose, so I had to have is fixed this costing me more moneyBreaks Plus will never work on my Jeep again!!!! I have contacted the media in regards to this
*** ***
Final Consumer Response /* (4200, 11, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had told them on several accounts that my Jeep was overheating...they are a bunch of liars, if this is how they treat paying customers...they they need to be shutdownOn another note my radiator hose that blew out was from overheating several times and finally gave outAll of my hoses are less than a year old, they should know they replaced themI want a full refund, for all of the inconvenience this has caused me!!!
Final Business Response /* (4000, 13, 2015/11/09) */
We have made an attempt to talk with the customer and they have not returned our phone call or message'sIn order to proceed with further action we need to be able to look at the vehicle to determine what is wrong with itThe consumer refuses to allow us to do this, or to be able to start the vehicle in a sanitary wayAs to the radiator hose's we did install them in

I have done some research and I see that the first time the vehicle was in Brakes Plus, it was noted that the rotors had gotten hot and had hot spots Also, there was some slight uneven wear on the pads at that time (not enough to recommend new calipers) On the second visit,
the pads had worn faster than they should of and there was more uneven wear than the first time When we se uneven wear, in many cases the calipers cause this issue That is why they were recommended.I am unclear if the pads were replaced at the dealer, or if there was just a phone conversation If there was no work done, I would be willing to replace the pads at no charge to eliminate the chance of a part defect If they have been replaced already, I would suggest inspecting them every 5,miles to monitor pad wear

Complaint: [redacted]
I am rejecting this response because: I was told that I needed a new oil pan when I did not. You should have used a re-threading kit. The only work that I had done was replacing the oil pan at [redacted] because of what you did to it. This was after a simple oil change at champs oil. They also said that the hole you unnecessarily drilled was very large. 
Sincerely,
[redacted]

On September 29th 2016 you visited our [redacted] Brakes Plus location complaining about your check engine light being on and also a belt type noise. We replaced the parts necessary to take care of both those complaints. Before we receive payment we go over each and any charge to answer any questions so this type of issue does not happen. You did not say anything at the time of any discrepancies with the work we performed on your [redacted].   On November 17th 2016 you visited the same location. You asked for an oil change. We always do a safety inspection when we perform an oil change service. We do this as most of our customers are not mechanically inclined and rely on our expertise to help maintain their vehicle. We did find an issue with your vehicle and invited you into our shop area to show you what the issue was. In this instance it was your control arm bushings that were worn out. We took you into the shop area where the mechanic was working on your vehicle to show you what we had found. You never mentioned that you did not understand what we found or why we recommended replacement of your control arms.   You also made mention that other companies whom are familiar with [redacted], that this type of work is not needed because of the year of the vehicle. The year has nothing to do with it, it is the miles that do. In your case the [redacted] has more than 120,000 miles on it. This mileage is consistent with the repairs made to your vehicle. I do not believe that a reputable repair facility would make these claims without doing their own inspection on your vehicle first.   It seems that you are basing your claims off of service you had on an entirely different vehicle. We are sorry to inform you that the services you received on your [redacted] have nothing to do with any services on your [redacted] and should not be confused. We have not determined what the brake measurements are on the [redacted]. Let’s assume they are at 7 mm, not 3-4mm like we stated. This has nothing to do with previous repairs made on your different vehicles. I’ve invited you back to any of our locations to re-inspect your [redacted] to determine the thickness of your brakes. You have not returned my phone calls or visited a store since this dialogue started on 02/01/2017.   As a repair facility, consumers bring their automobiles to us to help them maintain, repair, diagnose and check overall safety. If we serviced a vehicle and noticed a problem that jeopardized the safety of that vehicle and did not bring whatever it was to the consumer’s attention, I believe that would be immoral and unethical. I’m afraid that there is nothing that can be done at this time as the old parts from the previous repairs are long gone by now and we cannot re-inspect them.

Dear Mr. [redacted],we're are very sorry for the miscommunication of the Monroe refund. We will be issuing you a refund check in the amount of $115.70 as you requested. You should receive your refund check within 1 to 2 weeks. Sincerely,[redacted]Regional Manager at Brakes Plus.

Mr [redacted] returned to our store yesterday and we replaced his door handle at no charge. We are unsure why he is saying [redacted] repaired his vehicle and wants Brakes Plus to pay for the repair.

Phillip, as we showed you the side that you had repaired was not the side that had the broken bolt that was seized in the lower control arm. As we agreed we replaced the arm and bolt with new parts at cost to remedy the situation. If we can help you in the future don't hesitate to call.  Thank...

You

Initial Business Response /* (1000, 6, 2015/07/22) */
The store manager "[redacted] has reached out to [redacted] And [redacted] went over the notes we have made on their prior repairs pointing out that these problems were there prior to any repairs were performed. [redacted] isn't...

disputing the notes we made, but she believes that the dash is more noisy now after we worked on the vehicle. We have requested they return with the vehicle to see if we can help improve what they're hearing and [redacted] said she would think about it and let us know. We haven't heard from [redacted] since our last conversation. We understand how frustrating it can be when you just purchase a vehicle that has multiple problems, but a 15 year old vehicle with over 100k miles you should expect some problems. We would like the opportunity to recheck the broken dash to see if there is anything we could do to help....
Unfortunately, based on the evidence, we do not believe any refund would be warranted at this time.
Initial Consumer Rebuttal /* (4200, 8, 2015/07/22) */
I called and spoke to [redacted] the store manager (Brakes Plus)several days ago and he told me that he has responded to my complaint, but I don't see that reflected on the Revdex.com website. After speaking with him and voicing new concerns, he asked if they could have their master technician work on my Cadillac. I told him I didn't feel comfortable taking my car back to their shop; they had ample opportunity to do the job right the first time and when I took it back in a second time, a "master technician" should have been doing the repairs in the first place.
Since I filed my original complaint, there have been several other problems arise that are a direct result of the seeming incompetance of the personnel at Brakes Plus that worked on my vehicle. Parts of the dash have literally fallen off onto the seat; Several "clunks" and rattling noises have become more and more evident each time I've driven the car and now I drive the car very little because it has gotten to the point that I don't feel it is safe to drive.
I don't feel I should have to wait weeks for Brakes Plus to respond when I have communicated with them days ago, nor do Iwant a simple refund at this point. The air conditioning appears to work but I want their other mistakes to be corrected by a certified and reputable dealer back to the original condition it was in before Brakes Plus virtually made it into a "clunker".
Adding to my trepidation, we put new shocks on the car in January, and after that repair, the car drove and rode nice and smooth , as it did the day I took it to Brakes Plus. Which, it doesn't do now. Two days after I picked the car up, my fiance was driving it and remarked it wasn't driving or handling as smoothly as before. We checked the paperwork from Brakes Plus and found the mileage report from when I dropped it off. There seemed to be a discrepency of at least 50-60 miles unaccounted for. [redacted] also told me he had to put some gas in the car to test run it and I thought that kind of strange as I was sure there was ample gas when I dropped the car off. We also found strange personal type water bottles in the back seat storage areas. The only people with access to the car were Brakes Plus personnel, and when I told [redacted] about this, he didn't deny or seem surprised by my statement regarding these concerns. He did apologize for the problems that have occurred, and relayed to me that he had just come into that shop a few weeks prior as Manager and was not familiar with the" technician" that was put to work on my car. He also stated that he understood my anxiety. I have real apprehension that the car was driven and abused the weekend it was left there, under their care.
Final Consumer Response /* (4200, 11, 2015/08/03) */
I've read the response from Brakes Plus and I have additional comments to make.
[redacted] makes it sound like my Cadillac had problems other than the AC when I took it in. The vehicle was in excellent condition, regardless of it being fifteen years old. There was some indication that the dash had been worked on previously but the evidence was barely noticeable and only under the dash on the driver side. That is no excuse for Brakes Plus to leave it in the condition it was in when they were done. I had purchased the car in November 2014 and there weren't "multiple problems" as he stated, with no issues other than the AC. I have photos of the condition and damage to the car after I picked it up. I can get numerous people to testify as to the condition of my Cadillac before and after Brakes Plus had it for over a week.
Their response is unacceptable to me because they are directly responsible for the shoddy repair work and multiple issues the car has now since they had it in their shop.
I do not feel comfortable taking the vehicle back to their shop and I told [redacted] as much. I did not tell him I would "think" about it. I don't know why he stated otherwise. I do not trust them with my car.
I want to take the car to a reputable dealer and have the necessary repairs done to get it back to the condition it was prior to their working on it , and Brakes Plus needs to be responsible for that cost. If this is not satisfactory to them I will have an attorney contact them in regards to resolving this issue.
Final Business Response /* (4000, 16, 2015/09/02) */
It is unfortunate that you're having problems with your vehicle, but if you would like us to consider any further repairs you would be required to at least bring the vehicle into one of our many locations in Arizona for inspection as our warranty states. I do understand that you're upset with the circumstances, but I would ask you please give us the opportunity to repair a mistake or prove our innocence. Unfortunately any repairs performed outside of Brakes Plus wouldn't be covered or considered.
Complaint Response Date bumped because: Holiday

Ms. [redacted] vehicle came in to Brakes Plus for an engine mount repair. During this repair Brakes Plus identified an issue with her vehicle that could cause substantially larger damage to her vehicle than what had occurred already. Due to time sensitivity the best option was to weld the...

cross-member to the sub-frame for a temporary repair. The subsequent vibration that occurred is a better option than the potential damage or safety issues that could of occurred if the vehicle had continued to be operate with the previously damaged cross member.                                         ...⇄ Brakes Plus operates in good faith and made the best decision possible to get the customer back in the automobile in the same day. If the customer would like us to reinstall the isolator and put the vehicle back to the condition it came in with, we will do that for no charge, but operating the vehicle in this state is not recommended. If she would like us to repair the vehicle so that it is safe and working properly then we will need to perform the following.  If drilling and tapping is unsuccessful the repair could turn into a multi-day repair which was our concern when the vehicle was in initially. Brakes Plus will be more than happy to work with Ms. [redacted] on the cost of drilling and tapping the bolt if possible, or the cost of a replacement of a cross-member and /or sub-frame if necessary. This repair could range from a hundred dollars to several hundred dollars if the sub-frame has to be replaced. Please contact me directly if you would like to move forward with any of these options and are able to arrange leaving the vehicle with us between 1- 4 days.   [redacted] Brakes Plus Inc. | Colorado West Regional Manager Cell: ###-###-#### Email: [redacted]@brakesplus.com

Brakes plus stands behind the quality of all work we perform. [redacted] has returned to Brake Plus on multiple occasions with noise complaints out of his brakes. Brakes Plus has notated this being due to over heating of the rear brakes. The last time [redacted] was in we Brakes plus removed the after-market brake shoes and installed brake shoes from the [redacted] dealer at no additional charge. Brakes Plus would like to make sure [redacted] is satisfied with his brakes as customer satisfaction is out top priority. At this point Brakes Plus would like to extend the offer of a full refund to [redacted] for the rear brakes on his [redacted] may choose any repair facility of his choice to have the rear brake shoes, rear brake hardware and rear brake drums replaced. Simply return all of the old parts to any Brakes Plus and we will process a refund for the amount [redacted] has spent with Brakes Plus.The original invoice (111856430) on 5/19/16 was a total of $485.60. However [redacted] was already refunded an amount of -$64.50 on invoice [redacted] because he felt he paid to much for the brake drums originally. The refunded total to [redacted] will be $421.10 upon return of Brakes Plus's old parts.Please contact me directly to setup returning of all old parts and processing of refund. Refund process typically 7-10 days after old parts are received.Thanks,[redacted]Brakes Plus Regional Manager[redacted]

I have attached the original complaint.  I responded to this complaint and never received a response, nor can I find record of it on my Revdex.com portal.  I would be happy to send the refund, just need a good address to send it too. [redacted]Brakes Plus Corporate