Broadway Garage of Columbia County, Inc

Tell us why here...Mr. [redacted], may I begin by educating you how we here at Broadway Garage operate our business.  Obviously you accuse us of numerous unethical business practices.  Now because you have so many unanswered questions this will help you understand that we take our business and...

customer satisfaction very seriously. Everyone of our vehicles are put through a 125 checkpoint system, in order for us to offer our vehicles in the best possible condition.  Once an evaluation is determined and repairs are complete the vehicle is then certified buy a GWC Warranty, road tested, and confirmed to be in the best condition possible for retail.  The vehicle then gets professionally detailed and displayed for sale.   Once a vehicle gets sold it again is put through another checkpoint system to assure there was no overlook.  At this point the vehicle is brought to a 3rd party vendor, Jiffy Lube in this case for a NYS Inspection and LOF that was completed on 1/21/17 and passed.   The vehicle in question, 2007 Honda Civic met all of these business practices you purchased on 1/22/17.  Now let me get to the root of the problem that would be you, Mr. [redacted]. Lets start from the beginning, you purchased the vehicle on 1/22/17 and to date have put 4,142 miles since your ownership and have admitted the brakes started giving you problems long before May 3rd which is when you notified our dealership. Let me ask you, why did you choose to neglect bringing it to our attention until the rear caliper failed and was metal to metal?  You do remember saying that correct? You even admitted it on your social media slaughter, you should go back and read it to refresh your memory.   So now we are to May 3rd approximately 12 pm Mr. [redacted] decides to bring it to our attention.  Now at this point you have taken ownership for approximately three and a half months and we haven’t heard a word of a problem.  Karlee our office manager tries to address your concerns you are rude, demanding, and hostile to Karlee when she informs you that we have no one available to address your concerns but will have someone available at 3:00pm, you left saying you will be back then at that time.   Now let me remind you of your 6 month/7500 mile GWC Warranty that was provided to you at no cost when you purchased the vehicle. Just before 3:00pm, May 3rd [redacted] Hodges was called on your behalf to notify that you could bring your vehicle in for inspection.  At that point [redacted] had already made arrangements with [redacted] to have the repair done at a ridiculous price($1300). I advised [redacted] that the price was way out of line and extremely high not to authorize the repair.  [redacted] was told Advance Auto Parts was $246.00 for Lifetime Parts.  [redacted] was nasty and wouldn’t even let me get two words in.  Her answer was they could not wait and needed it fixed right away because M. [redacted] needed the car for work, (I offered a rental) she declined.   At this point it was too late so I asked for them to bring in the parts that were replaced so I could identify the problem and inspect the damage.  Take into fact I have been doing this for 40 years and have extensive experience in the automotive field.  Mr. [redacted] and three other parties to include [redacted] Hodges arrive with a box of parts for my inspection.  Mr. [redacted] already frustrated choosing to pay the outrageous bill at Monroe brought his frustration to our dealership.  Hostile I would say the least upon inspection of the parts removed, he struggled to act professional when questioned.  Now remember Mr. [redacted] admitted to noticing the problem long before the May 3rd visit.  I simply questioned him why if he noticed a problem months earlier wait until  May 3rd to notify us.  The reason the May 3rd visit was because the right rear brake caliper completely failed and destroyed the brakes and rotors.  When a brake caliper fails it will wear the brake pad down to a warning sensor, most vehicles have and at that time the brakes would have a constant squealing, scraping noise and a burning smell clearly noticeable and fact of the matter ignored by Mr. [redacted] until the warning sensor and brake pads were completely gone.  When I tried to point out that the rear brake rotors and pads had been replaced at our inspection process he, Mr.[redacted] immediately developed an attitude that I felt was inappropriate.  That is when I tried to explain our process but he didn’t want to hear a word I said.  By the way the warranty company paid for the calipers, but not the brakes and rotors due to Mr. [redacted]s neglect.  So that means Mr. [redacted] falsely reports paying $1300, yes that would be correct.   Now let me address all your false accusations. How it passed inspection (Jiffy Lube Inspected) and had passed 1/21/17 roadworthy.  Your neglect noticing a brake issue that you admit months before May 3rd and failing to bring it to our attention until May 3rd. When a caliper fails  it causes extreme pressure on the rest of your brakes due to the fact you will have to apply more pressure to your brake pedal to stop the vehicle.  Again let me remind you of the 4,142 miles you have driven. Hostile, absolutely not I was just trying to point out the problem and asked you to look at the rotors I felt the need to explain to you a normal business practice. You demanded immediate attention, (I said I have to be honest I’m not sure where you can get that service) maybe the Emergency Room, yes that requires immediate attention.  But you did find someone ([redacted] Brake) and they charged you $1300.00 for parts that I told [redacted] Hodges were $246.00 and came with a Lifetime Warranty.  I offered to help you just didn’t want it.  Yes and even though you neglected your vehicle until you couldn’t drive it.  That is a fact! Yes I do know how to run a successful business.  Yes I do take care of my customers and go out of our way to please them, but your actions caused damage severely.  Established in 1951 we must be doing something right! Yes, I admit saying you should have waited but never did I say we can not cater to our customers.  I simply could not give Mr. [redacted] immediate service which is what he demanded. Rubber stamp is total nonsense we have thousands of satisfied customers.  Bolster our ratings again total nonsense, using shills  nonsense. I must say you are really lost. Unfortunately, I have to prove my innocence. However I will say your social media attack is certainly a way to get attention.  But please tell the truth even if it hurts.  The 17 five stars were a combination of customers and friends speaking truth.  Also in response to your social media scandal.  May I ask what did you expect everyone to agree with you?  Oh Mr. [redacted] one last thing to consider moving forward, if you continue to contact my satisfied customers I will have no option but legal action. I offered to help you but you totally ignored me.  I must say again Mr. [redacted] you are the root of of the problem and I demand and expect your apology for all of your severe false accusations or unfortunately we will be forced to legal action against you.  I do take my business seriously. We do care about our customers, we wouldn’t be in business since 1951 without them.  I learned along time ago I you don’t take care of your customers someone else will.  Anthony [redacted]