Coshocton Brake & Supply Company

Will a refund of 50% of the bill ($17.22) be an acceptable resolution? We believe there should be a charge since we did remove all the wheels to check the brakes in order to give the customer an estimateIf this is acceptable I will refund the card charged for the work $

Here are a pic of the bill for $I was presented withAnd the written estimate I requested after I was charged the $34.43.Thank you,*** ***

I am rejecting this response because: They should have to inform customers they will be charged if they refuse an estimate before doing anything to the vehicle. Being charged for shop supplies on an estimate is also wrong. 
Regards,
[redacted]

Will a refund of 50% of the bill ($17.22) be an acceptable resolution? We believe there should be a charge since we did remove all the wheels to check the brakes in order to give the customer an estimate. If this is acceptable  I will refund the card charged for the work $17.22.

The customer that filed the complaint has done business with us in the past. We replaced rear pads and machined rotors 2/29/2016 at that time her front pads were ¾, this bill was $123.95 with the “Brake special” since we were able to machine rotors. On 3/7/16 she came back...

with a noise, we re-machined the rear rotors at no charge since work was still under warranty. She brought the vehicle back on 9/16/2016 with a noise in the right front, we checked the brakes and front end and found nothing wrong, she was not charged. There should have been a charge at that time since it was not a warranty visit.  On the 4/6/17 visit she had scheduled to have her brakes checked due to pulsation when stopping. We have a standard half an hour labor charge to check brakes. That comes out to $34.43 with tax. We do not advertise free estimates. If the customer is given an estimate for repair and has the work done at that time we do not charge check out time. When the customer was called and given the estimate for repair of $263.49, she did not want the work done. The estimate was to replace front pads and rotors. The rotors were too thin to machine and were the cause of the pulsation. The technician had rotated the tires at no charge since he had them off to check the brakes. He also checked front end parts while it was on the rack as a courtesy, which we also do at no charge. When she came to pick up her vehicle the office girl gave her the bill for $34.43 to check her brakes. When she was given the total she said “WOW you guys must be desperate” then paid the bill. Both myself, and the shop manager were in the office at the time she picked up her vehicle, she never said anything about the bill or asked any questions. She didn’t say anything when she came right back to get the printed estimate nor did she ever call to question the bill or ask for a refund.   I contacted the customer on 4/19/2017 to discuss the issue with her bill. I apologized for any confusion and explained what she was charged for and why there was a charge. We agreed that part of the confusion was the fact that she had 2 visits that we did not charge for and she didn’t expect a charge on this visit.  She said that she understood why there was a charge .Her issue was not signing anything or being told when her vehicle was dropped off that she would have to pay anything. She thanked me for calling to apologize & explain but still feels it was not handled properly.                We did not refund the $34.43 because we did check the brakes and that was what the vehicle was brought in for.