Brakeway

I spoke with Mrs.[redacted] directly 2/1/2016 and informed her we would have no problem refunding her for the amount she had to pay for replacing her brake pads. Mrs.[redacted] is forwarding me the invoice for the parts she purchased and we will be processing her a refund. I hope this has resolved the issue...

and that this complaint will be closed.Sincerely,[redacted]BrakewayOperations Manager

The refund check has already been sent out via USPS. It was explained checks are only sent out twice each month and may take time to be delivered. Check number is 022314. Best Regards, [redacted]

After reviewing the paper work from the repairs Mr. [redacted] had done I show that we did rear brake shoes, rear hardware, 2 wheel cylinders and replaced 2 drums. Mr. [redacted] stated in his complaint that he was charged for resurfacing a rotor but according to his paperwork there is no such charge....

It's also documented on the paper work the we were unable to take the front wheel off due to the condition of the lug nuts, Mr. [redacted] stated in his complaint that we damaged the lug nuts but from what I'm seeing the vehicle came in with the lug nuts already in that condition. Unfortunately from what I'm seeing on the paperwork I do not see what we as a company did wrong. I will be including a copy of the receipt for the repairs Mr. [redacted] had done with our company. All the work is clearly documented and in the comment box is where you will see the description of the lug nuts. Thank you for your assistance with this matter. Sincerely,  [redacted]

We use protective mats to help prevent the customers floor from getting dirty . I highly Doubt anyone would steal a single floor mat to a Toyota Yaris or any other vehicle. However If you can provide the receipt for the floor mats you had just purchased we can compensate for customer...

satisfaction.

[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 [redacted], 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. I have received the phone call and she said to call back if address is incorrect. You have the correct address on file, [redacted]
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 received only one phone call from Brakeway and I was unable to answer it initially. I then attempted to call them back 4 times to no avail. I left my name & number and also a brief message on the voice mail. No one has called me back or even suggested a solution to my complaint. I am very frustrated and disappointed in the Brakeway Company. I never imagined that they would give such poor service and care to my vehicle. This is the reason why I rejected the solution, because there never was one.
Regards,
[redacted]

We refunded this customer the amount they were double charged. This issue should be resolved.

I am not sure why this has gone to the Revdex.com as this has already been adressed. We did make a mistake and have appologized for it and gave the requested resolution and also reimbursed for a Uber ride. please see attached, thanks

We can only honor the customers' warranty thru our company. We can arrange for the district manager to meet with the customer at one of our locations and he will oversee the inspection and repairs. I would be glad to schedule the appointment for this customer at any time that would be convenient for him. I can be reached thru My email address [redacted] or my office Number is ###-###-#### I am in the office Monday thru Saturday 8 a.m. - 6 p.m.Sincerely,[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.
This is poor customer service. My son could have lost his life or hurt someone else, the brakes were not properly repaired, they completely failed. I returned the part to the company and requested a refund. Payment was given upon completion and the refund should have been issued at the time of the complaint. I have been told several times the check is in the mail. No check has been received.
Regards,
[redacted]

I spoke to one of the Regiona Managers who assured me that they would replace the part missing. and install it for free. I appreciate his willingness to get this issue fixed in a timely manner. 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]

This customer went to another business and had repairs done at a higher cost, that was clearly explained were needed and was declined by the customer. We can not control what customers choose to do or not do to their vehicles. and we can not control what people choose to believe or what happens due to their choices. we can only be responsible for giving accurate and honest information. It does seem a bit Odd that the customer didn't receive the check in the mail until I uploaded the copy of information showing it had been sent when they were told. maybe the mail was just running extra slow

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 expected no less from Brakeway - but I have left a trail of information so that other complaints filed against them will be given stronger consideration. I truly feel they sabotaged my vehicle because they did not like being confronted about bad service. I know I will never be near that shop again - and hope to have provided a warning to other potential patrons so they do not have to deal with the same aggravation.Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
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.
-----Original Message----- From: [redacted] Sent: Tuesday, November 15, 2016 3:08 PM To: Revdex.com <[email protected]> Subject: Re: You have a new message from the Louisville Revdex.com Complaint #[redacted] The check was received, however it was not the full refund. The company has not held up their end of the bargain and did not complete the work satisfactorily. A reputable company would have provided a full refund.
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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
I felt that the manager could have done a better job as far as customers services. I felt like he was being dishonest. I felt cheated and I will never give them my business. It took over month to receive a check and the amount that he offered, I felt insulted. He stated in the beginning I would get a refund and weeks later I found out it was 17.50. This is sad.
Regards,
[redacted]

Please send me a copy of the invoice where there was work done or the number at the top right of your invoice from us. I have tried searching with the names dates and location provided and cant find your invoice. Thank you, Trent

We are sorry for any inconvenience this may have caused our customer. I am forwarding all of the customers' contact information to our district manager and he will contact the customer directly to get this issue resolved. If the customer should have any further questions or concerns all of our...

contact information below. Sincerely,[redacted]BrakewayOperations ManagerOffice ###-###-####E-mail [email protected]

We take every complaint/ issue very serious and apologize for any issue we may have caused. We are looking forward to resolving the issue with you and only wish you had made contact with us first and giving us the opportunity to satisfy our customer before taking to a third party. looking forward to...

working with you and resolving this matter. Best 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.
[Attached please find the receipt from Valvoline on 10/7/17 when I had an Oil Change - indicating the Cooler Reservoir was checked and fine. After I left the Brakeway shop on 10/10/17 my vehicle overheated - the radiator fluid was gone. I have contacted [redacted] to provide me evidence of my flat tire on 10/10/17 after I left the shop. I will be providing that promptly upon receipt. When I returned to Brakeway because my brakes were spongy, the man @ the front desk tried to also tell me that time that I had not been in their shop before (fortunately, I located my receipt). Brakeway did not give me a receipt for my second visit - they bled my brakes - there was no charge and I was given no paperwork. [redacted]Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. 
I want to accept the offer for a full refund. Please let me know if you can do this for me or if you can enable it in the portal. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]