Brakeway

We are taking your complaint very serious and need more informationyou stated you had a flat tire after leaving the shopplease send a copy of the invoice for that repairyou stated your car overheated after leaving the shopplease send a copy of the invoice for that repair along with the
invoice where you just had the fluids checkedI do not have records of bringing your vehicle back to us and may be a discrepancy in informationplease send me that invoice number located at the top right of your copy. you also have the availability of our corporate office that that you called and received a discountI do not have any information That you attempted contact with us about your complaint and are here to assist our customers. Best regards, *** ***

customer came in on 9/24/with worn front pads, rotors, hardware and rear shoesall repairs were declined other than pads and shoes(please see attached for reference)the customer contacted us months later stating they had got brake work done at a different shopI asked for the invoice from
the other shop to see what was donethey replaced the front rotors that where already needed from before our service and declined by the customer along with the front pads that would be suggested when changing rotors regardless of warethere was also a charge for reinstalling the right rear adjuster that is only able to be installed one way and would suggest it was meant as the right rear brake was adjustedas all repairs that were done had been previously suggested and declined we do not feel any refund is necessaryin good faith to make our previous customer happy I agreed to refund the labor we charged for the right rearthey paid us $for installing both rear shoes, split into half for right and left side would be $eachIt was explained to the customer we only send out checks every other week and it would take a few weeks to sendthe customer contacted back on the status a couple time then told billing they no longer wanted the refund and wanted more moneyat this time I do not believe there is a disputed amount or suggested resolutionBest Regards, *** ***

We give all of our customers a parts and labor warrantyAll the customer needs to do is bring the vehicle in to any of our locations and have the vehicle reinspectedOnce we look at the vehicle we can determine what's wrong and fix itWe could set an appointment for the customer for whichever day
and time would be the most convenient for them. Sincerely,*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolvedI have attached previous receipt of original purchase from *** but have been able to find a selection for replacement of just the front mats at *** for $which would match the passenger side mat
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]
Regards,
*** I had it done because they previously had them done wrongWhy get them to do again if it was done wrong in the first placeMy life was on the lineIt's sad they don't recognize this

We apologize for any inconvenience this may have caused the customerI will forward the customer's contact information to the district manager so he can make arrangements with the customer to get this issue resolved immediatelyI will also include all of my contact information below in case the
customer would like to reach me directly. Sincerely,*** ***sBrakeway customer service team.***Office ###-###-####Direct line: ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]I already contacted the original store and they replaced a few brake pads which didn't fix the problem and they were extremely rude about the situation and tried to make me feel like I didn't know about my car, which, even if I didn't know anything about cars, is extremely unprofessional to talk to any customer that wayThen I went to a different location to see if they'd be more help, but they seemed to know less about cars than the first store and they told me nothing was wrong, there is no sound coming from my brakes, and I should have bought a HondaBoth stores are extremely unhelpful, extremely unprofessional, and seem to be extremely unqualifiedI would not like for any brakeway location to do any work on my car ever againI would like them to pay for a real mechanic to fix the problem that they said they could fix.
Regards,
*** ***

We would like to offer Mr*** a full refund for the repairs he had done 9/8//at our brakeway locationIf Mr*** accepts this offer we will make arrangements to either mail him his refund check or he can pick it up from our corporate headquartersThe district manager will contact Mr*** as soon as we get confirmation that this offer is accepted and that this issue has been closed

If this is a customer we would be more than happy to help however they never made any attempt to contact us about any issue

Please send the requested information

please see attachments showing invoice # ***on 1-21-the master cylinder was replaced for $on 9-12-customer came back with issues and stated had warranty at other companycustomer came back in at a later date stating they paid someone else to fix their car including several other services and wanted a refund for the work they performedwe offered to refund $of similar repairs and was agreed on by the customerif the customer feels we owe them more than they paid us for service I am not sure whyAlso there was no issue with the master cylinder from january till after the last time we checked the vehicle in September however parts can fail and is why we offer a parts and labor warranty good at any Brakes Less locationIf the customer had came to us with the faulty master cylinder we would have replaced it at no charge

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I have submitted the receipt for the work done by BrakewayI have submitted evidence that I visited Valvoline just prior to the work done by Brakeway and my radiator fluid was fineI have submitted documentation from *** evidencing the flat tire (due to a loosened tire valve) after I left BrakewayBrakeway DID NOT GIVE ME A RECEIPT when I went back because the brakes were spongy (they bled my brakes)I do not trust the work that has been done to my vehicle by Brakeway - especially after seeing the other bad review when I posted my bad review on YELP (Brakeway apparently uses cheap materials)I am concerned that Brakeway tampered w/my vehicle causing the flat tire and overheating after I left that shop - because they were upset that I contacted their Corporate OfficeI am a single mom with a small child and I need to trust my vehicleI am requesting a refund so that I can take my vehicle to a reputable shop to be sure my vehicle is safe.Provide details of why you are not satisfied with this resolutionPlease respond here ONLY]
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
yes I did receive a call and will be meeting the district manager Saturday to go over this, however and as I told him on the phone it is bad to for business when your made to feel un easy about being there and/or made to feel stupidnot to mention having issues with your employees in front of customersFar from professional management
THANK YOU

We apologize for any inconvenience this may have caused this customer. I will have our regional manager call her directly to get this resolved immediately. If this customer would like to reach me directly for any other questions or concerns all of my contact information will be provided below....


[redacted] customer service manager
E-mail[redacted]
Office # ###-###-####

We do apologize for any inconvenience this may have caused Mr. [redacted]. After looking into this matter what I have come up with is that Mr. [redacted] came into our facility and had us install his brake pads that he supplied himself. We installed his brake pads on all four of his wheels for $120. At...

the time we installed his parts Mr. [redacted] requested that we do not turn (resurface) his rotors so per customer request we did not. Mr [redacted] came back to our facility yesterday and requested that he would like his rotors resurfaced. We informed him we would be happy to take care of that for him for $60. The reason for this charge is our company policy is if a customer provides there own parts we are not able to give a warranty on the service. If Mr. [redacted] would have purchased our materials there would have been a parts and labor guarantee that would have covered the resurfacing of his rotors. Unfortunately since Mr. [redacted] chose to provide his own parts there is no warranty so we would have to charge him the labor rate of $60 to resurface his rotors. We would be happy to take care of that at anytime. He can call our main office and we can set him an appointment or he can drive into any location and they will resurface his rotors for $60.
Sincerely,
[redacted]
Customer Service Manager 
Brakeway
[redacted].net
Office ###-###-####

we are unable to refund as there are no issues with the service we provided. we apologize that you had  issues with your vehicle that were completely unrelated to our service. We asked for specific information in rearguard to the allegations and none was given about overheating or any other issues. the document from [redacted] only states they were called for a flat tire which is unrelated to brake work.

In order to resolve this issue Brakeway is willing to take $10 off of our labor cost to resurface the customers rotors. The customer may go to any Brakeway facility and we will resurface the rotors for $50. Whenever the customer would like to get that taken care of he can call our main office at ###-###-#### and we would be glad to set him an appointment.Sincerely,[redacted] Customer service managerBrakewaye-mail: [redacted]

I did not receive services as advertized
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. ...

For your reference, details of the offer I reviewed appear below.
I received a refund only after I threatened to open a fraud investigation with my bank. While I did receive a refund eventually I do accept the matter to be resolved. However they didn't even apologize to me for their error or for not refunding me promptly. You may now close this case. I will not do further business with Brakeway nor will I recommend them to anyone.
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.[I am unsatisfied with the response due to working with [redacted] to resolve this issue and having no change. It was said by The mechanic and general manager that the wheel bearings we're bad. I instructed the parties that my wheel bearings were replaced less than 10,000 miles ago and that it wasn't it. But if they wanted to do it and see, they were more than welcome to do so. Upon completion of their "repair", it did not fix the issue that I came in for. The whole rear end is damaged from the mystery "fluid" they put in originally. I have tried getting in touch with the district manager and he hasn't made an attempt to answer my calls or compose one. I want my rear axle to be repaired or replaced, and paid for by Breakway to have a satisfactory response, that I agree with. I am attaching a quote from [redacted] care for the axle they have damaged to be repaired at their expense. I have yet to have contact with anyone else higher than D[redacted] authority to resolve my issue. I am saddened by the way this local business has treated myself and community, and cannot describe how painful and aggravating this experience is. It simply cannot be put into words. All I need from Breakway is to have my axle repaired or replaced at their expense. That is IT.Regards,[redacted]