Subject: ID [redacted] To whom it may concern; At the time that this car was inspected at our shop prior to the customer taking delivery in 11/2015 the rear brake pads had more than 3 times the thickness required to pass the Virginia State Inspection so they did not require replacement....
Also the front pads and rotors were replaced at the time of inspection. The other owner of the car was informed of this when they called and question why the pads required replacement. The pads had worn past the wear indicator and into the rotor when it returned to our shop in 2/2016. Excessive heat plays in important role in brake pad lifespan and living in a mountainous region that can impact braking conditions and temperatures. At that time I spoke to the other owner of the car, I offered to assist with the repair but they refused, stated they were coming to get the car, and hung up. [redacted]General ManagerJoe Bowman Auto Plaza[redacted]"Because That's The Joe Bowman Way!"
I have reviewed the response offer 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.
Biased on the scripted response, they have no respect or concern for the safety of their customers just excuses. They were turned down due to the fact that I was unable to trust them. If those pads had what they stated they had on them they would have made it past the 1st oil change. I have driven 60,000 miles a year for the last 15 years in this region and have never encountered brakes wearing out before the first oil change. I now understand why they told me how important the extended and the factory warranty was which I purchased, yet I still had to pay for repairs at the first oil change. Speaking with other customers and my mechanic, there was 1 thing they had in common no positive statements regarding this business. I guess I learned the hard way.Thank you for your assistance,[redacted]
Subject: ID [redacted] To whom it may concern; At the time that this car was inspected at our shop prior to the customer taking delivery in 11/2015 the rear brake pads had more than 3 times the thickness required to pass the Virginia State Inspection so they did not require replacement....
Also the front pads and rotors were replaced at the time of inspection. The other owner of the car was informed of this when they called and question why the pads required replacement. The pads had worn past the wear indicator and into the rotor when it returned to our shop in 2/2016. Excessive heat plays in important role in brake pad lifespan and living in a mountainous region that can impact braking conditions and temperatures. At that time I spoke to the other owner of the car, I offered to assist with the repair but they refused, stated they were coming to get the car, and hung up. [redacted]General ManagerJoe Bowman Auto Plaza[redacted]"Because That's The Joe Bowman Way!"
I have reviewed the response offer 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.
Biased on the scripted response, they have no respect or concern for the safety of their customers just excuses. They were turned down due to the fact that I was unable to trust them. If those pads had what they stated they had on them they would have made it past the 1st oil change. I have driven 60,000 miles a year for the last 15 years in this region and have never encountered brakes wearing out before the first oil change. I now understand why they told me how important the extended and the factory warranty was which I purchased, yet I still had to pay for repairs at the first oil change. Speaking with other customers and my mechanic, there was 1 thing they had in common no positive statements regarding this business. I guess I learned the hard way.Thank you for your assistance,[redacted]