Initial Business Response /* (1000, 19, 2016/01/25) */
Contact Name and Title: Rod C***,manager
Contact Phone: 330-673-
Contact Email: ***
Customer asked for %refund for front and rear brakes & oil change, going by his receipthe states that a broken caliper bolt
on rear wheel necessitated $of repairsat 31,miles, the only repair not would have been caliper itselfeven though we were never offered chance to re-inspect car, we offered a $credit towards other repairs recommended by MunroeWe would gladly inspect this for him and work with him to some fair conclusionat best, caliper priced at $we have no way of telling, just by the picture enclosed, that bolt may have been broken at Munroe, while doing a routine brake servicethe broken end looks failrly shiney for exposed metal months oldMunroe"s only note, written in hand, was caliper issue can cause premature wearwe did not think 31,miles is prematurerear caliper problem certainly did not make him need front brakes or an oil change
we always try to be fair, and sometimes over what we really would have to doif customer gives us an opportunity to help him in a reasonable way, we welcome it
but based on time and mileage lapse between his brake services, we see nothing beyond possibly caliper, that would be considered towards customer satisfaction
Initial Consumer Rebuttal /* (3000, 21, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept company response, I explained the reasons below by giving answer for each assertion in company response
1- Assertion:
"we have no way of telling, just by the picture enclosed, that bolt may have been broken at Munroe, while doing a routine brake service."
Answer:
that bolt at right rear caliper could not be broken at Munroe, since broken bolt was fully rusted (see the bolt at the right side of caliper in the picture), it can be seen easily if you look at picture of caliper closelyIt means that broken bolt has been left at the caliper, and then brake pad at this caliper has not been installed in a proper balanceThis position of brake pad caused right rear brake rotor to be damaged earlier, so I had to replace that rotor with the new oneI can show Flynn's tire my new brake pads and rear right rotorWhy did not I change the other rotors except right rear one?
2- Assertion:
"rear caliper problem certainly did not make him need front brakes or an oil change"
Answer:
Of course one caliper can not cause all brake pads to be damaged, but
one of pads had been really damaged badly, must be replaced, then rest of them shall also be replaced with new ones for safety purpose in brake systemIn my calculation, I removed the cost of oil change+ tire alignment ($32.89) and wiper blade replacement ($14.99) from the total charge
$- ($32.89+$14.99) = 681.95+% Tax = $~ $
3- After all my explanations that I did above, still I would like to make things easy and to be more reasonable for each side, I ask Flynn's Tire to refund me in cash for just the parts which were directly damaged by the defective caliper installment and labor for them, which are one caliper ($145.99), one brake rotor ($112.99), half of rear brake pads($179.99/=~ $90) and half of the shop supply fee ($39/= $19.5)
So Total cost will be ($145.99+$112.99+$90+$19.5)+%6.75Tax=$368.48+$24.87=$
(almost half of the total invoice price $779.1)
Final Business Response /* (4000, 23, 2016/02/22) */
Received via email from the business:
TO WHOM THIS MAY CONCERN,
MR MUSTAFA'S ASSUMPTIONS REGARDING THESE REPAIRS IS NOT ENTIRELY BASED ON FACT
BECAUSE OF SEVERE RUST IN THIS PART OF THE COUNTRY, WE DEAL WITH RUSTED PARTS DAILYHAD WE ENCOUNTERED A BROKEN CALIPER BRACKET BOLT, WE WOULD HAVE EXTRACTED THE BROKEN PIECE AND INSTALLED NEW BOLT, UNLESS THE CALIPER ITSELF HAD A PROBLEMTHIS MODEL CAR DOES HAVE HISTORY OF CALIPER PROBLEMS
ALSO, THE PRICE HE WAS CHARGED FOR CALIPER WAS PROBABLY $40-$MORE THAN WE WOULD HAVE CHARGED
NEEDING REAR BRAKES THEMSELVES AT 31,MILES IS WITHIN RANGE
WE FEEL THAT THIS CUSTOMER WAS SOLD MORE REPAIRS THAN NEEDED AT HIGHER PRICESTHAT IS WHY I DO NOT FEEL HIS REQUEST IS REASONABLE
WE DID NOT SEE THE SUPPOSED DAMAGED PART, EXCEPT FOR PHOTO, AND THE BROKEN END OF BOLT LOOKED SHINEYTHAT WAS WHY I QUESTIONED THE POSSIBILITY OF THE BOLT BEING BROKEN AT MONROEMR MUSTAFA HAS ONLY THE WORD OF THE MONROE TECH, THAT IT DID NOT BREAK WHILE HE WAS REMOVINGTHE LIKELYHOOD OF DRIVING 31,MILES WITH THAT BOLT MISSING WOULD BE VERY SLIM
WE CAN OFFER A GOODWILL REFUND OF $THIS WOULD OFFSET THE COST OF EXTRACTING BROKEN BOLTI REALLY BELIEVE HE WAS OVERSOLD ON ENTIRE REPAIR AND MONROE APPARENTLY DID NOT HAVE SKILLED ENOUGH TECHS TO MAKE SIMPLE CALIPER REPAIRIF THE CALIPER HAD OTHER PROBLEMS, THEN THAT WOULD NOT HAVE BEEN OUR RESPONSIBILITY ANYWAY
AGAIN, WE STAND BEHIND OUR WORK, AND ANY SUGGESTIONS FROM YOU WOULD BE WELCOME
THANK YOU,
ROD C***
MANAGER, FLYNNS TIRE- KENT
Final Consumer Response /* (4200, 25, 2016/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
RESPONSE TO OFFER OF COMPANY FLYNN'S TIRE;
COMPANY OFFER IS NOT AN ACCEPTABLE OFFER, IT IS LIKE A JOKE AFTER ALL I SPENT FOR THEIR FAULTTHEY DON'T WANT TO SEE THE REALITY ON THE PICTURE I HAVE QUESTIONS TO BE ANSWERED AGAINST THEIR EXPLANATIONS;
1- IF THEY HAVE THE CAPABILITY TO EXTRACT BROKEN BOLT, AND TO INSTALL NEW ONE, THEN WHY DID NOT THEY DO FOR MY CALIPER WHILE THEY WERE REPAIRING THE BREAK SYSTEM? IF ANY ONE LOOK AT THE PICTURE OF RUSTED CALIPER, HE CAN SEE EASILY TWO BOLTS BROKEN ON THAT RUSTED CALIPER, ONE BROKEN BOLT ON LEFT SIDE LOOKS LITTLE SHINY, AND THE OTHER ONE IS FULLY RUSTEDSHINY ONE MAY HAVE BEEN BROKEN BY MONROE DURING TAKING BREAK PAD OUT, BUT THAT WASN'T ISSUEISSUE WAS THAT CALIPPER WITH BROKEN RUSTED BOLT CAUSED MORE DAMAGE ON MY RIGHT REAR BREAK ROTOR WHICH I HAD TO HAVE IT REPLACEDAGAIN I PROVIDED TWO PICTURES OF RUSTED CALIPPER WITH BROKEN BOLTS ON THIS DOCUMENTANY ONE CAN SEE THE RUSTED BROKEN BOLT LOCATED AT RIGHT SIDE ON THESE PICTURES, BUT COMPANY FLYNN'S TIRE INSISTED ON NOT SEEING ITTHEY ALWAYS POINTED OUT THE LITTLE SHINY BROKEN BOLT, HOW ABOUT OTHER REALY RUSTED BROKEN BOLT SITTING ON RIGHT SIDE OF THE PICTURE, WHO LEFT THAT BROKEN AND RUSTED BOLT ON THE CALIPPER? THAT IS AMAZING SITUATION, COMPANY TRIED TO CONVERT THE REALITYTHAT ONE BROKEN RUSTED BOLT DAMAGED MY RIGHT REAR BREAK ROTOR AND MY BREAK PADFOR GOD SAKE, IT MAY HAVE CAUSED CAR ACCIDENT ALSO, BECAUSE OF THE UNEVEN BREAK SYSTEM, IT IS INFACT SAFETY ISSUEIT IS NOT SIMPLE PROBLEMCOMPANY DID NOT EVEN TOUCH IN THEIR EXPLANATION WHY I HAD TO HAVE MY RIGHT REAR BREAK ROTOR REPLACED
2- ANOTHER ASSERTION COMPANY MADE IS THAT I AM OVERSOLD FOR CALIPPER REPAIRI CAN GIVE BRANDS OF THE PARTS, WHICH MONROE USED FOR MY CARCALLIPER MADE BY USA INDUSTRIES, ROTOR AND PAD MADE BY WAGNER COMPANYMARKET SEARCH MAY SHOW US WHETHER COST IS HIGH OR NORMALPARTS WITH BETTER QUALITY, PROFESSIONAL AND QUARANTEE WORK MAY COST LITTLE HIGHER
BECAUSE OF THE EXPLANATION I MADE ABOVE, I CAN NOT ACCEPT COMPANY OFFER, WHICH IS NOT BASED ON THE FACTS, I BELIEVE THAT I ASKED COMPANY TO REFUND ME LESS THAN WHAT I DESERVED, WHICH SHOWS MY SINCERE INTENSION, SO IN ORDER TO COMPENSATE SOME PART OF MY EXPENSE, COMPANY SHOULD REFUND ME $
THANK YOU
MUSTAFA S***
***
YOU CAN SEE THE RUSTED BROKEN BOLT POINTED OUT BY RED ARROW AT THE RIGHT SIDE OF CALIPER ON THE ATTACHED TWO PICTURES;
Initial Business Response /* (1000, 19, 2016/01/25) */
Contact Name and Title: Rod C***,manager
Contact Phone: 330-673-
Contact Email: ***
Customer asked for %refund for front and rear brakes & oil change, going by his receipthe states that a broken caliper bolt
on rear wheel necessitated $of repairsat 31,miles, the only repair not would have been caliper itselfeven though we were never offered chance to re-inspect car, we offered a $credit towards other repairs recommended by MunroeWe would gladly inspect this for him and work with him to some fair conclusionat best, caliper priced at $we have no way of telling, just by the picture enclosed, that bolt may have been broken at Munroe, while doing a routine brake servicethe broken end looks failrly shiney for exposed metal months oldMunroe"s only note, written in hand, was caliper issue can cause premature wearwe did not think 31,miles is prematurerear caliper problem certainly did not make him need front brakes or an oil change
we always try to be fair, and sometimes over what we really would have to doif customer gives us an opportunity to help him in a reasonable way, we welcome it
but based on time and mileage lapse between his brake services, we see nothing beyond possibly caliper, that would be considered towards customer satisfaction
Initial Consumer Rebuttal /* (3000, 21, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept company response, I explained the reasons below by giving answer for each assertion in company response
1- Assertion:
"we have no way of telling, just by the picture enclosed, that bolt may have been broken at Munroe, while doing a routine brake service."
Answer:
that bolt at right rear caliper could not be broken at Munroe, since broken bolt was fully rusted (see the bolt at the right side of caliper in the picture), it can be seen easily if you look at picture of caliper closelyIt means that broken bolt has been left at the caliper, and then brake pad at this caliper has not been installed in a proper balanceThis position of brake pad caused right rear brake rotor to be damaged earlier, so I had to replace that rotor with the new oneI can show Flynn's tire my new brake pads and rear right rotorWhy did not I change the other rotors except right rear one?
2- Assertion:
"rear caliper problem certainly did not make him need front brakes or an oil change"
Answer:
Of course one caliper can not cause all brake pads to be damaged, but
one of pads had been really damaged badly, must be replaced, then rest of them shall also be replaced with new ones for safety purpose in brake systemIn my calculation, I removed the cost of oil change+ tire alignment ($32.89) and wiper blade replacement ($14.99) from the total charge
$- ($32.89+$14.99) = 681.95+% Tax = $~ $
3- After all my explanations that I did above, still I would like to make things easy and to be more reasonable for each side, I ask Flynn's Tire to refund me in cash for just the parts which were directly damaged by the defective caliper installment and labor for them, which are one caliper ($145.99), one brake rotor ($112.99), half of rear brake pads($179.99/=~ $90) and half of the shop supply fee ($39/= $19.5)
So Total cost will be ($145.99+$112.99+$90+$19.5)+%6.75Tax=$368.48+$24.87=$
(almost half of the total invoice price $779.1)
Final Business Response /* (4000, 23, 2016/02/22) */
Received via email from the business:
TO WHOM THIS MAY CONCERN,
MR MUSTAFA'S ASSUMPTIONS REGARDING THESE REPAIRS IS NOT ENTIRELY BASED ON FACT
BECAUSE OF SEVERE RUST IN THIS PART OF THE COUNTRY, WE DEAL WITH RUSTED PARTS DAILYHAD WE ENCOUNTERED A BROKEN CALIPER BRACKET BOLT, WE WOULD HAVE EXTRACTED THE BROKEN PIECE AND INSTALLED NEW BOLT, UNLESS THE CALIPER ITSELF HAD A PROBLEMTHIS MODEL CAR DOES HAVE HISTORY OF CALIPER PROBLEMS
ALSO, THE PRICE HE WAS CHARGED FOR CALIPER WAS PROBABLY $40-$MORE THAN WE WOULD HAVE CHARGED
NEEDING REAR BRAKES THEMSELVES AT 31,MILES IS WITHIN RANGE
WE FEEL THAT THIS CUSTOMER WAS SOLD MORE REPAIRS THAN NEEDED AT HIGHER PRICESTHAT IS WHY I DO NOT FEEL HIS REQUEST IS REASONABLE
WE DID NOT SEE THE SUPPOSED DAMAGED PART, EXCEPT FOR PHOTO, AND THE BROKEN END OF BOLT LOOKED SHINEYTHAT WAS WHY I QUESTIONED THE POSSIBILITY OF THE BOLT BEING BROKEN AT MONROEMR MUSTAFA HAS ONLY THE WORD OF THE MONROE TECH, THAT IT DID NOT BREAK WHILE HE WAS REMOVINGTHE LIKELYHOOD OF DRIVING 31,MILES WITH THAT BOLT MISSING WOULD BE VERY SLIM
WE CAN OFFER A GOODWILL REFUND OF $THIS WOULD OFFSET THE COST OF EXTRACTING BROKEN BOLTI REALLY BELIEVE HE WAS OVERSOLD ON ENTIRE REPAIR AND MONROE APPARENTLY DID NOT HAVE SKILLED ENOUGH TECHS TO MAKE SIMPLE CALIPER REPAIRIF THE CALIPER HAD OTHER PROBLEMS, THEN THAT WOULD NOT HAVE BEEN OUR RESPONSIBILITY ANYWAY
AGAIN, WE STAND BEHIND OUR WORK, AND ANY SUGGESTIONS FROM YOU WOULD BE WELCOME
THANK YOU,
ROD C***
MANAGER, FLYNNS TIRE- KENT
Final Consumer Response /* (4200, 25, 2016/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
RESPONSE TO OFFER OF COMPANY FLYNN'S TIRE;
COMPANY OFFER IS NOT AN ACCEPTABLE OFFER, IT IS LIKE A JOKE AFTER ALL I SPENT FOR THEIR FAULTTHEY DON'T WANT TO SEE THE REALITY ON THE PICTURE I HAVE QUESTIONS TO BE ANSWERED AGAINST THEIR EXPLANATIONS;
1- IF THEY HAVE THE CAPABILITY TO EXTRACT BROKEN BOLT, AND TO INSTALL NEW ONE, THEN WHY DID NOT THEY DO FOR MY CALIPER WHILE THEY WERE REPAIRING THE BREAK SYSTEM? IF ANY ONE LOOK AT THE PICTURE OF RUSTED CALIPER, HE CAN SEE EASILY TWO BOLTS BROKEN ON THAT RUSTED CALIPER, ONE BROKEN BOLT ON LEFT SIDE LOOKS LITTLE SHINY, AND THE OTHER ONE IS FULLY RUSTEDSHINY ONE MAY HAVE BEEN BROKEN BY MONROE DURING TAKING BREAK PAD OUT, BUT THAT WASN'T ISSUEISSUE WAS THAT CALIPPER WITH BROKEN RUSTED BOLT CAUSED MORE DAMAGE ON MY RIGHT REAR BREAK ROTOR WHICH I HAD TO HAVE IT REPLACEDAGAIN I PROVIDED TWO PICTURES OF RUSTED CALIPPER WITH BROKEN BOLTS ON THIS DOCUMENTANY ONE CAN SEE THE RUSTED BROKEN BOLT LOCATED AT RIGHT SIDE ON THESE PICTURES, BUT COMPANY FLYNN'S TIRE INSISTED ON NOT SEEING ITTHEY ALWAYS POINTED OUT THE LITTLE SHINY BROKEN BOLT, HOW ABOUT OTHER REALY RUSTED BROKEN BOLT SITTING ON RIGHT SIDE OF THE PICTURE, WHO LEFT THAT BROKEN AND RUSTED BOLT ON THE CALIPPER? THAT IS AMAZING SITUATION, COMPANY TRIED TO CONVERT THE REALITYTHAT ONE BROKEN RUSTED BOLT DAMAGED MY RIGHT REAR BREAK ROTOR AND MY BREAK PADFOR GOD SAKE, IT MAY HAVE CAUSED CAR ACCIDENT ALSO, BECAUSE OF THE UNEVEN BREAK SYSTEM, IT IS INFACT SAFETY ISSUEIT IS NOT SIMPLE PROBLEMCOMPANY DID NOT EVEN TOUCH IN THEIR EXPLANATION WHY I HAD TO HAVE MY RIGHT REAR BREAK ROTOR REPLACED
2- ANOTHER ASSERTION COMPANY MADE IS THAT I AM OVERSOLD FOR CALIPPER REPAIRI CAN GIVE BRANDS OF THE PARTS, WHICH MONROE USED FOR MY CARCALLIPER MADE BY USA INDUSTRIES, ROTOR AND PAD MADE BY WAGNER COMPANYMARKET SEARCH MAY SHOW US WHETHER COST IS HIGH OR NORMALPARTS WITH BETTER QUALITY, PROFESSIONAL AND QUARANTEE WORK MAY COST LITTLE HIGHER
BECAUSE OF THE EXPLANATION I MADE ABOVE, I CAN NOT ACCEPT COMPANY OFFER, WHICH IS NOT BASED ON THE FACTS, I BELIEVE THAT I ASKED COMPANY TO REFUND ME LESS THAN WHAT I DESERVED, WHICH SHOWS MY SINCERE INTENSION, SO IN ORDER TO COMPENSATE SOME PART OF MY EXPENSE, COMPANY SHOULD REFUND ME $
THANK YOU
MUSTAFA S***
***
YOU CAN SEE THE RUSTED BROKEN BOLT POINTED OUT BY RED ARROW AT THE RIGHT SIDE OF CALIPER ON THE ATTACHED TWO PICTURES;