Brakes Plus

customer was given a refund at the store last week.

Initial Business Response /* (1000, 10, 2015/07/10) */
We are attempting to contact the customer at this time.
Initial Consumer Rebuttal /* (3000, 13, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke with [redacted] over the phone on July...

10,2015. He([redacted]) told me that he couldn't refund the $162 charged for the unnecessary rotors but he would be will to make repairs equal to that amount, if I would bring my car in. I agreed. When I arrived (at 2:30 p m), I was asked what problems that I was having with my 2002 [redacted] I told [redacted] that a gentleman had looked at my car when it was running hot and informed me that there was water in the radiator instead of anti-freeze. This should have not been the case, as I was told by Brakes Plus on June 27, 2015, that they had topped off all fluids. [redacted] told me that he would check the radiator for leaks and if he needed to replace the thermostat, he would replace it (the thermostat) without cost. Well, after waiting a total of two hours, [redacted] told me that the radiator indeed had leaks (which I observed green dripping fluid). He told me that the reason that the "Check Engine" light was on was due to the BCM needing to be reset. He gave me a print-out totaling the cost ($445.10) to replace the radiator. The cost break down is: $163.99 for the radiator; $22.00 for the radiator cap; $64.99 for coolant exchange; and $185 for 2-3 hours of labor. Additionally, he gave me a coupon for my next oil change for free. I don't agree that after being charged $162.00 for unnecessary rotors, I definitely don't agree to fork over another $445.00 just because he says so. I believe that he is taking advantage of the fact that I am a woman and over 50. I don't see a reduced cost for my inconveniences, just more money coming out of my pocket. I feel that he has already charged me for the labor ($185) on the rotors and I'd be willing to pay for the replacement of the radiator ($163.99) and $12 for the cap. The $64.99 that he wants to replace the coolant and flush kit is outrageous ( I can buy my own coolant and flush kit for a whole lot less). So to answer your question on whether I am satisfied with their position. NO!!!
Final Business Response /* (4000, 16, 2015/07/21) */
We were unable to resolve the customers complaint to their satisfaction and will refund the customer $162.00, refund from their original complaint.
Final Consumer Response /* (2000, 18, 2015/07/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I spoke with [redacted] at Brakes Plus who indicated that they are willing to refund $162 by mail to PO Bx 2445 COS, CO XXXXX within 5 business days.

Wheel Alignments carry a 90 day or 3,000 mile warranty- whichever occurs first. We give every customer a print out of their alignment showing them that its been performed correctly. Mr. [redacted] has a copy of his vehicle being in alignment when he left our facility. Mr. [redacted]'s vehicle is long...

out of warranty. Unfortunately, there is no way to have a longer warranty because we have no control over curbs, pothole's or  a weak suspension.Unfortunately, based on the information we have been provided.... we are unable to provide any refund per customer satisfaction. We have offered Mr. [redacted] a free alignment which he declined. sincerely,[redacted]

[redacted], sorry to hear you didn't have a good experience. Do you have any documentation like a bill or alignment printouts ? What is it that wasn't right with the alignment? I can be reached at [redacted] ask for [redacted]

Brakes Plus and the customer came to a satisfactory solution.

Complaint: [redacted]
I am rejecting this response because:it is untruthful 
Sincerely,
[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.
Sincerely,
[redacted]
yes Im willing to taking my car back for brakedplus too look at it again .

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]I
[redacted]

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]. [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]

We apologize that the defective part broke and are absolutely willing to refund [redacted] the $429.75 spent to get the work done.  All we need is the broken part to return to our vendor, this can be dropped off at any Brakes Plus location, just let them know to contact [redacted] (regional...

manager) for pick up. [redacted] was given the phone number for me ([redacted]) and I never heard from her.  I have included the original invoice along with a picture of what the part we installed looks like (the part installed by other shop looked different, ours is identical to the original equipment part).

Complaint: [redacted]
I am rejecting this response because: In reviewing your brakes plus ad in the [redacted] paper [redacted] you state the wheel alignment price at $60.00 plus you are 30-60% less than dealerships,  I find that to be totally false your price for one front adjustment bolt price was $62.69. local auto parts departments has it for $22.99 your price for labor for front adjustment  bolt  is $85.00 dealer price is $57.50 Your price for rear adjustment control arm is $193.09 , local parts departments have it at $108.09 your price for labor on adjustable arm is $85.00 dealer price $57.50 in addition you charged me $22.17 for supplies dealers price is 0as you can see your bill for $743.01 is not 40-60 % less than dealer prices for parts and labor and I gave your store repr 13921 when I entered the store a copy of your ad of $60.00 I also bring to your attention that there is no 3 year part warranty on the invoice like you stated [redacted]cc ** * truth in advertising dept  [redacted] atty file      
Sincerely,
[redacted]

This was a situation that was handled poorly from the start.  The original estimate included replacing hoses along with the radiator.  When the customer couldn't afford the complete job, it was estimated without the hoses and discounted.  At that point when customer...

approved, we found that the most economical part we could purchase to be in the perimeters of the sale price, actually included hoses. This is where we dropped the ball and didn't install the hoses because that wasn't part of the discounted service we had discussed.  In retrospect, the hoses should've been installed due to the fact that they fell into the price range.On top of that, there was a lack of communication at the store and the Manager was rude to the customer on more than one occasion before finding out ALL information.I completely understand the customers complaint and frustration.  I have shared email conversations and would like to make it right.  We still have the hoses that weren't installed and would be willing to complete the work at the Brakes Plus of the customers choice.  I did offer this in an email to the cusotmer to which I have not received a response as of yet.While I don't feel a full refund is warranted, I would be willing to perform the hose installation service along with my sincere apology.  In addition to this, we would like to recheck the entire system to ensure all repairs remedied issues.

This matter was not addressed from lack of communication. Brakes plus never received the initial Revdex.com complaint. This first notice and second notice were sent at the same time to us. Due to the fact that the customer never heard back on his Revdex.com complaint the customer reach out to the store and talked...

with the store manager at that time. On 2/17/16 the customers radiator was warrantied per Brakes Plus warranty process.

We spoke to the customer today. The customer came by the store to tell us it was not our fault. He had loose lug nuts installed by another shop.

[redacted],I have investigated your complaint and this is what I found. When you arrived at our repair facility on March 11, 2017 you requested us to perform an oil change on your [redacted]. When we removed your oil drain plug to change the oil, we found that your oil pan was stripped where the...

drain plug fastens to your oil pan. This is somewhat a common occurrence as your oil pan is made of Aluminum and has a tendency to wear out over time. My records show that we informed you of the situation and notated the repair order. I quote "oil pan plug is bad. Need new oil pan. customer aware of that and want to wait for the next oil change." This is what was notated on your repair order that you referenced on Inv.#[redacted]. You stated that we drilled a new hole in your currently bad oil pan. We did not. What we did do is installed an over sized drain plug which is the common short term fix for this type of situation.You can reference the oversized drain plug part number on you repair order to confirm this. The part number we used is [redacted]. I show that we informed you and you wanted to wait for the next oil change, which is exactly what had happened. If you had a concern you should have contacted Brakes Plus before you had any work done as we may have been able to help you with this repair to fit within your budget. I do not believe we did anything wrong and therefore are not responsible for the debt you incurred afterward. We appreciate your business and hope that this does not affect our relationship going forward.

I have looked at the complaint and am researching it right now, I will respond shortly. Thank you,

Initial Business Response /* (1000, 8, 2015/10/28) */
Brakes Plus and Mr. [redacted] came to a satisfactory agreement, we will be refunding Mr. [redacted] $95.99.

We regret to hear about the lack of trust you have in the repairs made on your vehicles. We pride ourselves for having many thousands of repeat customers and are concerned that you feel that you were not treated fairly. I have personally reviewed each of the repairs made to your vehicles and will be...

delighted to go over any questions you may have. In your letter you state that you were concerned over a belt making noise which prompted you to come to our repair facility. You question whether the belt could have been tightened rather than being replaced. The answer is no. The way your belt has tension applied to it is by a spring tensioner. This tensioner preload (tension) is determined by a spring that controls how much tension is applied to your belt. This preload is not adjustable and cannot be “tightened” When belts make noise it is usually because they have been contaminated with oil, power steering fluid, coolant or transmission fluid. They also become glazed as well which will make noise. All of which will result in the belt needing to be replaced. I looked into what we charged and cannot find any issues related to price. The labor time is accurate and so is the belt price. I called three competitors and found that our price is very competitive. [redacted] wanted to charge $306.90 to replace the serpentine belt which we charged $231.80 The repair order stated that your check engine light was on. I see that you asked us to look into this and find out what the problem was. We do charge a diagnostic fee to determine what is wrong with the vehicle. After completing the diagnostic we found that the pcv oil separator had failed causing the check engine light to come on. I show we called and talked to you at 1:21 pm to discuss our findings and discuss the cost for each item mentioned above. I’m somewhat baffled why you didn’t mention anything at the time we cashed you out, as we go over each line on the repair order before we take any monies. I also see that you asked us to check your transmission fluid level and condition which we noted was full and in good condition. On your next visit I see that you were in for an oil change. On every service we perform a safety inspection. Many of our customers rely on this inspection as they do not know what kind of condition their vehicle is in. Control arms are a very common issue especially in [redacted] because of the heat. We always take customers back into the shop to show them what we are talking about because it is sometimes very difficult to explain in person or over the phone what is wrong with their car. Again I called three competitors and our price was completely in line. In fact [redacted] wanted to charge $1129.24 for this same exact repair that we charged $850.00. As for the [redacted] I can set up an appointment at a different location and we could measure the thickness of the brakes together. The technician did write down that your brake pads measured at 3mm which we usually start to recommend at 4mm. At this time we do not feel that we have done anything to over-charge you and hopefully this response answers any questions you have.

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]

[redacted],Your vehicle had 2 different issues with the brake system causing the brake pedal to feel poor. Until both issues were resolved the brake pedal was going to continue to feel poor. I have doubled checked into this situation. I have spoke with the technician and re-read the inspection report for your vehicle. The front brake pads and rotors were completely worn out. Brakes Plus holds high integrity and did not sell you any service that were not needed on your vehicle. Therefore, no refund will be given.