I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowAt this point, I'm not even concerned about their "Shop Fee", which NO other service station in Rochester charges or has even heard of The only reason I was given a discount was because I partially paid in cash The main thing that really concerned me was all the statements about the shape of my brakes ~ my son, a mechanic, looked at them & said they were fine AND I had the Jeep inspected by a different service station weeks later & that service station passed the Jeep for inspection (If all the things Mt Hope Service Station said was wrong was true, it would NEVER have passed inspection) Regards, [redacted]
On March 20, [redacted] came into the office stating her vehicle was producing a grinding and banging noise in the front end of her vehicle. After examining her 2006 Jeep Cherokee we noticed her right front axle shaft was broken and worn and the right front brake was hanging up. After pulling... the wheel off to get to the axle shaft, we noticed the right front caliper was binding and it is a dual piston caliper. We took the caliper off and found both front caliper pistons were chipped and cracked due to a previous mechanic failing to properly push them back. After this we went ahead and checked the other brake to ensure Ms. [redacted] ’s safety. Doing so we had found the right rear caliper which is a single piston caliper does not move at all when you apply brake, and the right rear rotor was rusted over due to failure to function properly. After checking the left rear caliper, the piston seal was dry rotted and partially gone. The left front caliper has 2 chipped and cracked caliper pistons because the incorrect tool was used by a previous mechanic to push back pistons into the caliper. As an AAA approved auto repair, our customer’s safety is our number one concern. We had contacted Ms. [redacted] to let her know of our discovery and gave her a quote for the recommended brake work. We had contacted Ms. [redacted] and we received her approval to fix the axle shaft, and she had stated that her son does her brake work and will make the needed repairs. After she decided to pass on the repair of her brake, we continued our work. As her vehicle is over 10 years old we ran into some problems with the repair of the axle which resulted in some extra labor. Ms. [redacted] , When the job was completed we had discounted her bill 10%. Her bill came to $659.00, included in this was the $48.83 sales tax, $673.15 subtotal, $45.21 shop fee, and a discount of $62.79. After we had showed Ms. [redacted] her bill she had expressed her concern for the “shop fee.” While Ms. [redacted] was in the office we explained this fee to her. As the AAA website states “This fee includes small items that may not be accounted for individually in the parts estimate but are necessary to complete repairs, such as nuts, bolts, shop rags, etc. It is generally calculated as a percentage of the total invoice.” Ms. [redacted] had written a review Facebook page and left her concern of our shop fee. We promptly responded to her concern providing her two links to the AAA website, that breaks down the fees and billing of an auto repair. While we appreciate Ms. [redacted] for expressing her concern and will use this to improve our customer service, we will not be refunding Ms. [redacted] the standard shop fee. Thank you. -Jeff S [redacted] Vice President Mt. Hope Service Center
On March 20, [redacted] came into the office stating her vehicle was producing a grinding and banging noise in the front end of her vehicle. After examining her 2006 Jeep Cherokee we noticed her right front axle shaft was broken and worn and the right front brake was hanging up. After pulling...
the wheel off to get to the axle shaft, we noticed the right front caliper was binding and it is a dual piston caliper. We took the caliper off and found both front caliper pistons were chipped and cracked due to a previous mechanic failing to properly push them back. After this we went ahead and checked the other brake to ensure Ms. [redacted]’s safety. Doing so we had found the right rear caliper which is a single piston caliper does not move at all when you apply brake, and the right rear rotor was rusted over due to failure to function properly. After checking the left rear caliper, the piston seal was dry rotted and partially gone. The left front caliper has 2 chipped and cracked caliper pistons because the incorrect tool was used by a previous mechanic to push back pistons into the caliper. As an AAA approved auto repair, our customer’s safety is our number one concern. We had contacted Ms. [redacted] to let her know of our discovery and gave her a quote for the recommended brake work. We had contacted Ms. [redacted] and we received her approval to fix the axle shaft, and she had stated that her son does her brake work and will make the needed repairs. After she decided to pass on the repair of her brake, we continued our work. As her vehicle is over 10 years old we ran into some problems with the repair of the axle which resulted in some extra labor. Ms. [redacted], When the job was completed we had discounted her bill 10%. Her bill came to $659.00, included in this was the $48.83 sales tax, $673.15 subtotal, $45.21 shop fee, and a discount of $62.79. After we had showed Ms. [redacted] her bill she had expressed her concern for the “shop fee.” While Ms. [redacted] was in the office we explained this fee to her. As the AAA website states “This fee includes small items that may not be accounted for individually in the parts estimate but are necessary to complete repairs, such as nuts, bolts, shop rags, etc. It is generally calculated as a percentage of the total invoice.” Ms. [redacted] had written a review Facebook page and left her concern of our shop fee. We promptly responded to her concern providing her two links to the AAA website, that breaks down the fees and billing of an auto repair. While we appreciate Ms. [redacted] for expressing her concern and will use this to improve our customer service, we will not be refunding Ms. [redacted] the standard shop fee. Thank you. -Jeff S[redacted] Vice President Mt. Hope Service Center
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. At this point, I'm not even concerned about their "Shop Fee", which NO other service station in Rochester charges or has even heard of. The only reason I was given a discount was because I partially paid in cash. The main thing that really concerned me was all the statements about the shape of my brakes ~ my son, a mechanic, looked at them & said they were fine AND I had the Jeep inspected by a different service station 2 weeks later & that service station passed the Jeep for inspection (If all the things Mt Hope Service Station said was wrong was true, it would NEVER have passed inspection).
Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowAt this point, I'm not even concerned about their "Shop Fee", which NO other service station in Rochester charges or has even heard of The only reason I was given a discount was because I partially paid in cash The main thing that really concerned me was all the statements about the shape of my brakes ~ my son, a mechanic, looked at them & said they were fine AND I had the Jeep inspected by a different service station weeks later & that service station passed the Jeep for inspection (If all the things Mt Hope Service Station said was wrong was true, it would NEVER have passed inspection) Regards, [redacted]
On March 20, [redacted] came into the office stating her vehicle was producing a grinding and banging noise in the front end of her vehicle. After examining her 2006 Jeep Cherokee we noticed her right front axle shaft was broken and worn and the right front brake was hanging up. After pulling... the wheel off to get to the axle shaft, we noticed the right front caliper was binding and it is a dual piston caliper. We took the caliper off and found both front caliper pistons were chipped and cracked due to a previous mechanic failing to properly push them back. After this we went ahead and checked the other brake to ensure Ms. [redacted] ’s safety. Doing so we had found the right rear caliper which is a single piston caliper does not move at all when you apply brake, and the right rear rotor was rusted over due to failure to function properly. After checking the left rear caliper, the piston seal was dry rotted and partially gone. The left front caliper has 2 chipped and cracked caliper pistons because the incorrect tool was used by a previous mechanic to push back pistons into the caliper. As an AAA approved auto repair, our customer’s safety is our number one concern. We had contacted Ms. [redacted] to let her know of our discovery and gave her a quote for the recommended brake work. We had contacted Ms. [redacted] and we received her approval to fix the axle shaft, and she had stated that her son does her brake work and will make the needed repairs. After she decided to pass on the repair of her brake, we continued our work. As her vehicle is over 10 years old we ran into some problems with the repair of the axle which resulted in some extra labor. Ms. [redacted] , When the job was completed we had discounted her bill 10%. Her bill came to $659.00, included in this was the $48.83 sales tax, $673.15 subtotal, $45.21 shop fee, and a discount of $62.79. After we had showed Ms. [redacted] her bill she had expressed her concern for the “shop fee.” While Ms. [redacted] was in the office we explained this fee to her. As the AAA website states “This fee includes small items that may not be accounted for individually in the parts estimate but are necessary to complete repairs, such as nuts, bolts, shop rags, etc. It is generally calculated as a percentage of the total invoice.” Ms. [redacted] had written a review Facebook page and left her concern of our shop fee. We promptly responded to her concern providing her two links to the AAA website, that breaks down the fees and billing of an auto repair. While we appreciate Ms. [redacted] for expressing her concern and will use this to improve our customer service, we will not be refunding Ms. [redacted] the standard shop fee. Thank you. -Jeff S [redacted] Vice President Mt. Hope Service Center
On March 20, [redacted] came into the office stating her vehicle was producing a grinding and banging noise in the front end of her vehicle. After examining her 2006 Jeep Cherokee we noticed her right front axle shaft was broken and worn and the right front brake was hanging up. After pulling...
the wheel off to get to the axle shaft, we noticed the right front caliper was binding and it is a dual piston caliper. We took the caliper off and found both front caliper pistons were chipped and cracked due to a previous mechanic failing to properly push them back. After this we went ahead and checked the other brake to ensure Ms. [redacted]’s safety. Doing so we had found the right rear caliper which is a single piston caliper does not move at all when you apply brake, and the right rear rotor was rusted over due to failure to function properly. After checking the left rear caliper, the piston seal was dry rotted and partially gone. The left front caliper has 2 chipped and cracked caliper pistons because the incorrect tool was used by a previous mechanic to push back pistons into the caliper. As an AAA approved auto repair, our customer’s safety is our number one concern. We had contacted Ms. [redacted] to let her know of our discovery and gave her a quote for the recommended brake work. We had contacted Ms. [redacted] and we received her approval to fix the axle shaft, and she had stated that her son does her brake work and will make the needed repairs. After she decided to pass on the repair of her brake, we continued our work. As her vehicle is over 10 years old we ran into some problems with the repair of the axle which resulted in some extra labor. Ms. [redacted], When the job was completed we had discounted her bill 10%. Her bill came to $659.00, included in this was the $48.83 sales tax, $673.15 subtotal, $45.21 shop fee, and a discount of $62.79. After we had showed Ms. [redacted] her bill she had expressed her concern for the “shop fee.” While Ms. [redacted] was in the office we explained this fee to her. As the AAA website states “This fee includes small items that may not be accounted for individually in the parts estimate but are necessary to complete repairs, such as nuts, bolts, shop rags, etc. It is generally calculated as a percentage of the total invoice.” Ms. [redacted] had written a review Facebook page and left her concern of our shop fee. We promptly responded to her concern providing her two links to the AAA website, that breaks down the fees and billing of an auto repair. While we appreciate Ms. [redacted] for expressing her concern and will use this to improve our customer service, we will not be refunding Ms. [redacted] the standard shop fee. Thank you. -Jeff S[redacted] Vice President Mt. Hope Service Center
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. At this point, I'm not even concerned about their "Shop Fee", which NO other service station in Rochester charges or has even heard of. The only reason I was given a discount was because I partially paid in cash. The main thing that really concerned me was all the statements about the shape of my brakes ~ my son, a mechanic, looked at them & said they were fine AND I had the Jeep inspected by a different service station 2 weeks later & that service station passed the Jeep for inspection (If all the things Mt Hope Service Station said was wrong was true, it would NEVER have passed inspection).
Regards, [redacted]