Brakes Plus

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.
Sincerely,
[redacted]

Please submit additional information that we would be able to find the records for your vehicle to help you with this situation. I have searched under the name and phone number provided and unable to find matching records. I have also searched the date you provided that you said the services were...

performed on of 1/29/17. This date falls on a Sunday and brakes plus was not open on that date. Please provide additional information so we can help you in this matter. Thanks,[redacted]

Initial Business Response /* (1000, 8, 2015/07/24) */
Contact was made with customer on 7-22-15, and we were able to speak on 7-23-15. After explaining the situation to me, we came to the conclusion that when she gets the front brake pads and hardware replaced, we will do the work for 1/2 price...

($82 + taxes). In addition to this, I informed her that I would have the manager show her the new parts that were installed on the rear brake system as well as the parts we are to install on the front. She will have the front brakes done soon as she is close to 90% worn.
Initial Consumer Rebuttal /* (2000, 10, 2015/07/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The manager had contacted me and we came to the resolution in this matter. Thank you!

We were unable to find the correct part for this customers vehicle. The customer brought his own part in and we installed it as they asked us to. The customer has a modified vehicle which original equipment parts do not fit. The customer came back and stated that the part that he supplied had...

failed. When we install a customer supplied part we do not offer any type of warranty whatsoever. However we asked this customer to bring in a written estimate from a repair facility stating that we installed a part incorrectly and we would refund his money for the installation of the U-joint replacement. This customer brought in a note that they typed up at home. We told the customer that that is not sufficient evidence and this is when the customer became agitated and expressed that they had already initiated a dispute with their credit card company. At this time we cannot offer any kind of refund until we are done with arbitration with their credit card company.

The receipt they gave me doesn't reflect what I got charged. I will get you my credit card statement and send that over to you. They did refund 260 to 280 something but I was charged like 354 if I recall.

Complaint: [redacted]
I am rejecting this response because: Though we have been in telephone contact with a manager at Brakes Plus that responded by phone to this Revdex.com complaint.  The manager did set an...

appointment to look at and try to remedy the situation with the vehicle.  The vehicle is currently out of the area unavailable for this follow-up appointment at the present time.  We inform them; plan to reschedule as soon as the vehicle returns to the Metro Phoenix area.  The issue with the Monroe rebate has not been resolved to date; we have not yet received it.  The Manager we spoke to stated, this would be resolved.  We expressed our dismay at how long this situation has remained unresolved despite our previous best efforts to communicate and cooperate in resolution.  We want to feel confident the issues will be timely resolved since we have brought this matter to outside intervention.  We remain dismayed at the disrespectful statements made by Brakes Plus personnel blaming, fault finding in a condescending manner, thereby escalating this matter to the attention of the Revdex.com.  Thank you for your assistance.  We trust this entire situation will be timely resolved to our satisfaction.
Sincerely,
Environmental Health  Foundation

Initial Business Response /* (1000, 6, 2015/06/26) */
In responses to the complaint, we have attempted to contact this customer and they have not returned our phone calls. We installed a clutch master cylinder at the customers request ,which was supplied by the customer, in March of 2015. The...

customer has since had the vehicle at multiple repair facilities after the original work on the vehicle was completed by Brakes Plus. Furthermore, the customer has not attempted to contact Brakes Plus to inform us of an issue with the vehicle at anytime since installation. We do not feel we are responsible for any repair made by other repair facilities because we were never informed by the customer that there was an issue with the work that was completed at one of our locations.
Complaint Response Date bumped because: Holiday

Complaint: [redacted]
I am rejecting this response because:I deny that I attempted to extort anything from Brakes Plus.  I received and provided a $280.00 estimate from [redacted]'s for the diagnosis, and I honestly believed I had paid them the $280.00, as they do not work for free.  I paid [redacted]'s a total of $857.41 for services on that date and assumed that it included the $280.00.  I still do not understand why I do not have an actual receipt for those charges, but this charge was not included in the calculations that I submitted.  In any case, this does not change the facts surrounding the manner in which Brakes Plus's incompetent mechanics failed to install the proper mountings for struts in order to profit from a sale that they had going on at the time and failed to return the complete amount from the first purchase and refused to give me the sales price for the complete struts and mounts.  They have behaved extremely unethically and incompetently.  I deny that the hotel charges that I requested 50% reimbursement for included vacation time.  In fact, I specifically stated that I did not include costs for the one night that I would have stayed in Salt Lake City anyway.  Salt Lake City was not our destination.  It was a cross country road trip, and we were stranded in Salt Lake City precisely because of Brakes Plus's incompetent services.  I was also informed by the sales person at [redacted] Tire that Brakes Plus had fired the majority of their mechanics during the month that I was away.  They knew they had incompetent mechanics, and I expect them to accept responsibility for that, instead of ripping off their customers to compensate for their incompetence.
Sincerely,
[redacted]

As we talked yesterday Ryan  I am issuing you a refund for the monies you spend with us. Obviously a lot was lost in the communication with the you and the store.  We are looking at about 10 to 15 business days on your refund. Thank you

[redacted],Brakes Plus prides itself in the high quality of parts we use. We use the highest quality in all of our locations and had great success in the brands we carry. However, I am sorry you have not had the same great results as we normally see. Typically we do ask for the parts back in any kind of...

a warranty situation so Brakes Plus and the manufacture can inspect them and correct and kind of issues in the future. We are dedicated in providing great service and parts so please submit any invoices you have from other mechanics and I will review them. I see in your history we have warrantied your rear brake pads once, but It had been over 1 year and about 20,000 miles since originally completed. I will look at the invoices from the other mechanic and will refund any other parts or labor that is still with in Brakes Plus's warranties at that time. Please visit brakesplus.com for any warranty information. You may also contact me directly to discuss this issue or submit invoices.  Thanks,[redacted]

After reading Ms. [redacted]’s complaint to the Revdex.com, she feels she should receive a full refund and not pay for any of the repairs that were done to her vehicle. [redacted] recommended struts and Brakes plus performed the recommendations per Ms. [redacted]’s request. The day after the struts were...

replaced she stated she hit a curb causing damage to her own vehicle and wants a refund for that also. In addition to the full refund, Ms. [redacted] wants Brakes Plus to assume liability for the installation of a Rack and Pinion that was done at a Toyota dealership in a different state. In addition to the refund and the reimbursement for the repairs NOT done by Brakes Plus, Ms. [redacted] also feels she should be entitled to the cost of the hotel stay, while she was on vacation, and waiting for her vehicle to be fixed by the Toyota dealership. When Ms. [redacted] was in the Grand Junction area, she took her vehicle to [redacted]’s automotive to have it looked at and diagnosed. At this time Ms. [redacted] attempted to extort a $280.00 diagnostic fee from Brakes Plus, but when our Regional Manager contacted [redacted]’s about the $280.00 diagnostic fee, he was told that there was never a charge to Ms. [redacted].   Due to the way Ms. [redacted] has presented herself, Brakes Plus will not be offering any sort of refund or settlement and considers this matter closed.

[redacted], like we talked about on the phone. The pressure test is a physical action . Unless you are there to see us do it, I have no way of proving it without video taping everything we do on every car. Automotive service is about trust . [redacted] said your radiator was leaking we pressure tested it...

it passed and then failed shortly there after. I apologize you had to return to get it repaired and we couldn't duplicate the issue at the time of service.That being said obviously you needed a radiator. We replaced it much cheaper than the competition. I asked you for a reasonable solution and you never called me back. If you would like to discuss this further my number is [redacted] ask for [redacted].

Complaint: 11130411
I am rejecting this response because:
Sincerely,
[redacted] I was told I would get a call back from ** from **. I then spoke to someone even worse at customer service that when I told them " their empire is failing " he asked if this was star wars. I have repeatedly told them this is the same noise since the initial repairs. I have made the noise in front of casey and in front of several different techs at different locations. Even Hyundai after the diagnosis ( and fixing the installed backwards parts ) said the noise is still going on.   At one point they forgot to put my engine cover back on my engine and I had to drive back to get that put on.... This has been very bad service from the bottom to the top. I got the work done originally and the noise it was making right after the work was done is the same noise it is STILL making today. I brought my vehicle in and they fixed that noise for a week or so. It was associated with turning before and then it started doing it as I started my vehicle and went to reverse when I got it back. I also had another noise in my ac after they replaced a cabin air filter. They refused to fix that and I had to get it fixed by Hyundai. I paid $65 to get that fixed. This has been the absolute worst experience I have ever had with ANY mechanic. These people shouldn't even be allowed to operate they are criminal. I was told all the components on my suspension had been replaced and the suspension was like new. All the sudden I have this creaky noise I never had + the struts they installed in the back are creaking like crazy when the weather gets cold. I WILL NOT GO BACK FOR WARRANTY WORK EVEN THOUGH I SHOULD BE ABLE TO GET THESE STRUTS CHANGED.  Who knows what else they will install backwards or forget to put back on my car.They did well over 8 hours of labor and went deep into my vehicle. I wonder every day what that noise really is what they didn't screw in right or what they broke.

I would like to start by clarifying the facts:04/09/16-inv#[redacted]- Ms. [redacted] requested for us to install her customer supplied front brake rotors, sway bar bushings and perform an oil change. mileage 140,05905/09/16-inv#[redacted]- Ms. [redacted] requested we inspect her brakes for a vibration,...

check her air conditioning not blowing cold and her alignment- we recommended that we resurface her front brake rotors on the vehicle and replace the hardware.... the front brake pads had been replaced recently by another shop. we recommended she replace the rear brake pads, hardware and resurface the rotors. We found that her vehicles Freon was almost empty and discovered a leak at the high side schraeder valve. we recommended the system be evacuated / recharged and the high side valve replaced. Ms. [redacted] agreed to repairs. we let Ms. [redacted] know that we also injected a U.V. dye in the system if any further leaks required inspection. mileage 141,71405/11/16-inv#[redacted]- Ms. [redacted] came back in and had the manager listen to a sound coming from the engine area. [redacted] listen to a slight vibration sound that only happened when the A/C condenser fan comes on..... [redacted] also hears a noise from the fan clutch. [redacted] explained to Ms. [redacted] that we had no way to determine the exact sound she was hearing since it was very minor and suggested waiting for the problem to get worse. mileage 141,83305/23/16-inv#[redacted]- Ms. [redacted] came in to our shop with an A/C condenser requesting we install customer supplied part. mileage 142,18005/31/16-inv#[redacted]- Ms. [redacted] came by to take a service manager on a long test drive to listen now for a sound coming from the interior dash of the vehicle. Service manager "[redacted]" went for a long ride and the problem never occurred. mileage 142,38506/20/16-inv#204955807- Ms. [redacted] came by to have us inspect why her A/C wasn't cooling when she came to an idle. We re inspected the system and found that the system was full of Freon, but her A/C compressor is starting to fail. mileage 144,21506/21/16 I spoke with Ms. [redacted] to discuss and try to help her understand what was happening. Ms. [redacted] told me that she was going to bring the vehicle to another shop to get a second opinion, but wanted her money back from us. Ms. [redacted] agreed to call me back with the results and I informed her that if there was anything we could have caused that I would be willing to discuss a refund. unfortunately, I'm still waiting on Ms. [redacted]'s call..... hopefully this can be resolved quickly and fairly.[redacted]

Complaint: [redacted]
I am rejecting this response because:There were absolutely no issues with my breaks, other than the factory pads that have lasted for over 45,000 miles. Then after the issue with the "premium" Brakes Plus pads, I got factory pads again, and to this day have absolutely no issues. So forgive me, for not taking your word for this. Moreover, the techs at your store in Stapleton, said that the price included machining the rotors. When the service department inspected the rotors, they said that this had not been done, and even put it in writing. So, I understand that you wish to protect your business, and brand. But in this case your team, did a crap job and lied. I understand that businesses mess up and make mistakes. I'm a Territory Manger for a manufacturer, and I cover 12 states. We make mistakes periodically, no one is perfect. What sets a good company apart from one that is crap, is how those mistakes are handled. You either take responsibility, and make things right, or you deny it and lose far more than just one customer. The $600 or $700 is not going to make or break me. I was simply giving you the opportunity to make things right, and earn my business in the future. I really don't have time to go back and forth. So if you're going to waste my time with excuses, just save them, and I'll make sure that everyone I know stays clear of your brand. Good luck. 
Sincerely,
[redacted]

The Brakes Plus repair documents that Mr. [redacted] provided invoices [redacted] (10-4-2013) and [redacted] (1-9-2016) both indicate that the transmission was supplied to us by the customer and Brakes Plus **Disclaims Any Warranty For Workmanship Failure or Product Failure For Services Provided With Customer Supplied Parts**. Moveras sent out a reimbursement check for $350 because the transmission failed internally, not because Brakes Plus miss diagnosed or did not recommend replacing seals due to “industry standard”The refund reimbursement check has been delivered to our Castle Rock location and is waiting for pickup by Mr. [redacted] (Brakes Plus store manager) and I have called and left Mr. [redacted] messages at the phone number provided that his reimbursement check is waiting for pickup.[redacted]Brakes Plus Southern Regional Managerhere...

I talked to [redacted] for approx 30 mins via phone so I could gain a better understanding of her complaint, there was an extensive amount of work performed in a short amount of time. After reviewing the invoices of repair and charges in depth with [redacted], she was satisfied.

[redacted], I spoke with [redacted] today and it appears this coolant reservoir should be delivered by 3-23-2018. As soon as it is in he will give you a call to have the line inspected and install the reservoir. He can be reached at [redacted]. I can also be reached at [redacted] ask for [redacted].  Talk to you...

soon

(The consumer indicated he/she DID NOT accept the response from the business.)
Unreasonable! (Revdex.com Thursday January 7 2016.docx)

In progress. Customer has an appointment for Monday August 8th.