Initial Business Response /* (1000, 19, 2016/01/25) */
Contact Name and Title: Rod C[redacted],manager
Contact Phone: 330-673-8473
Contact Email: [redacted]
Customer asked for %730 refund for front and rear brakes & oil change, going by his receipt. he states that a broken caliper bolt...
on 1 rear wheel necessitated $730 of repairs. at 31,000 miles, the only repair not normal would have been caliper itself. even though we were never offered chance to re-inspect car, we offered a $100 credit towards other repairs recommended by Munroe. We would gladly inspect this for him and work with him to some fair conclusion. at best, 1 caliper priced at $145. 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. the broken end looks failrly shiney for exposed metal 17 months old. Munroe"s only note, written in hand, was caliper issue can cause premature wear. we did not think 31,000 miles is premature. 1 rear 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 do. if 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 1 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 closely. It means that broken bolt has been left at the caliper, and then brake pad at this caliper has not been installed in a proper balance. This position of brake pad caused right rear brake rotor to be damaged earlier, so I had to replace that rotor with the new one. I can show Flynn's tire my new brake pads and rear right rotor. Why did not I change the other rotors except right rear one?
2- Assertion:
"1 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 system. In my calculation, I removed the cost of oil change+ tire alignment ($32.89) and wiper blade replacement ($14.99) from the total charge.
$729.84 - ($32.89+$14.99) = 681.95+% 6.75 Tax = $727.98 ~ $730
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($179.99/2 =~ $90) and half of the shop supply fee ($39/2 = $19.5).
So Total cost will be ($145.99+$112.99+$90+$19.5)+%6.75Tax=$368.48+$24.87=$393.35
(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 DAILY. HAD WE ENCOUNTERED A BROKEN CALIPER BRACKET BOLT, WE WOULD HAVE EXTRACTED THE BROKEN PIECE AND INSTALLED NEW BOLT, UNLESS THE CALIPER ITSELF HAD A PROBLEM. THIS MODEL CAR DOES HAVE HISTORY OF CALIPER PROBLEMS.
ALSO, THE PRICE HE WAS CHARGED FOR CALIPER WAS PROBABLY $40-$50 MORE THAN WE WOULD HAVE CHARGED.
NEEDING REAR BRAKES THEMSELVES AT 31,000 MILES IS WITHIN NORMAL RANGE.
WE FEEL THAT THIS CUSTOMER WAS SOLD MORE REPAIRS THAN NEEDED AT HIGHER PRICES. THAT 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 SHINEY. THAT WAS WHY I QUESTIONED THE POSSIBILITY OF THE BOLT BEING BROKEN AT MONROE. MR MUSTAFA HAS ONLY THE WORD OF THE MONROE TECH, THAT IT DID NOT BREAK WHILE HE WAS REMOVING. THE LIKELYHOOD OF DRIVING 31,000 MILES WITH THAT BOLT MISSING WOULD BE VERY SLIM.
WE CAN OFFER A GOODWILL REFUND OF $50. THIS WOULD OFFSET THE COST OF EXTRACTING BROKEN BOLT. I REALLY BELIEVE HE WAS OVERSOLD ON ENTIRE REPAIR AND MONROE APPARENTLY DID NOT HAVE SKILLED ENOUGH TECHS TO MAKE SIMPLE CALIPER REPAIR. IF 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[redacted]
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 FAULT. THEY 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 RUSTED. SHINY ONE MAY HAVE BEEN BROKEN BY MONROE DURING TAKING BREAK PAD OUT, BUT THAT WASN'T ISSUE. ISSUE WAS THAT CALIPPER WITH BROKEN RUSTED BOLT CAUSED MORE DAMAGE ON MY RIGHT REAR BREAK ROTOR WHICH I HAD TO HAVE IT REPLACED. AGAIN I PROVIDED TWO PICTURES OF RUSTED CALIPPER WITH BROKEN BOLTS ON THIS DOCUMENT. ANY ONE CAN SEE THE RUSTED BROKEN BOLT LOCATED AT RIGHT SIDE ON THESE PICTURES, BUT COMPANY FLYNN'S TIRE INSISTED ON NOT SEEING IT. THEY 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 REALITY. THAT ONE BROKEN RUSTED BOLT DAMAGED MY RIGHT REAR BREAK ROTOR AND MY BREAK PAD. FOR GOD SAKE, IT MAY HAVE CAUSED CAR ACCIDENT ALSO, BECAUSE OF THE UNEVEN BREAK SYSTEM, IT IS INFACT SAFETY ISSUE. IT IS NOT SIMPLE PROBLEM. COMPANY 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 REPAIR. I CAN GIVE BRANDS OF THE PARTS, WHICH MONROE USED FOR MY CAR. CALLIPER MADE BY USA INDUSTRIES, ROTOR AND PAD MADE BY WAGNER COMPANY. MARKET SEARCH MAY SHOW US WHETHER COST IS HIGH OR NORMAL. PARTS 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 $393.35.
THANK YOU
MUSTAFA S[redacted]
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[redacted],manager
Contact Phone: 330-673-8473
Contact Email: [redacted]
Customer asked for %730 refund for front and rear brakes & oil change, going by his receipt. he states that a broken caliper bolt...
on 1 rear wheel necessitated $730 of repairs. at 31,000 miles, the only repair not normal would have been caliper itself. even though we were never offered chance to re-inspect car, we offered a $100 credit towards other repairs recommended by Munroe. We would gladly inspect this for him and work with him to some fair conclusion. at best, 1 caliper priced at $145. 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. the broken end looks failrly shiney for exposed metal 17 months old. Munroe"s only note, written in hand, was caliper issue can cause premature wear. we did not think 31,000 miles is premature. 1 rear 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 do. if 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 1 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 closely. It means that broken bolt has been left at the caliper, and then brake pad at this caliper has not been installed in a proper balance. This position of brake pad caused right rear brake rotor to be damaged earlier, so I had to replace that rotor with the new one. I can show Flynn's tire my new brake pads and rear right rotor. Why did not I change the other rotors except right rear one?
2- Assertion:
"1 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 system. In my calculation, I removed the cost of oil change+ tire alignment ($32.89) and wiper blade replacement ($14.99) from the total charge.
$729.84 - ($32.89+$14.99) = 681.95+% 6.75 Tax = $727.98 ~ $730
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($179.99/2 =~ $90) and half of the shop supply fee ($39/2 = $19.5).
So Total cost will be ($145.99+$112.99+$90+$19.5)+%6.75Tax=$368.48+$24.87=$393.35
(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 DAILY. HAD WE ENCOUNTERED A BROKEN CALIPER BRACKET BOLT, WE WOULD HAVE EXTRACTED THE BROKEN PIECE AND INSTALLED NEW BOLT, UNLESS THE CALIPER ITSELF HAD A PROBLEM. THIS MODEL CAR DOES HAVE HISTORY OF CALIPER PROBLEMS.
ALSO, THE PRICE HE WAS CHARGED FOR CALIPER WAS PROBABLY $40-$50 MORE THAN WE WOULD HAVE CHARGED.
NEEDING REAR BRAKES THEMSELVES AT 31,000 MILES IS WITHIN NORMAL RANGE.
WE FEEL THAT THIS CUSTOMER WAS SOLD MORE REPAIRS THAN NEEDED AT HIGHER PRICES. THAT 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 SHINEY. THAT WAS WHY I QUESTIONED THE POSSIBILITY OF THE BOLT BEING BROKEN AT MONROE. MR MUSTAFA HAS ONLY THE WORD OF THE MONROE TECH, THAT IT DID NOT BREAK WHILE HE WAS REMOVING. THE LIKELYHOOD OF DRIVING 31,000 MILES WITH THAT BOLT MISSING WOULD BE VERY SLIM.
WE CAN OFFER A GOODWILL REFUND OF $50. THIS WOULD OFFSET THE COST OF EXTRACTING BROKEN BOLT. I REALLY BELIEVE HE WAS OVERSOLD ON ENTIRE REPAIR AND MONROE APPARENTLY DID NOT HAVE SKILLED ENOUGH TECHS TO MAKE SIMPLE CALIPER REPAIR. IF 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[redacted]
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 FAULT. THEY 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 RUSTED. SHINY ONE MAY HAVE BEEN BROKEN BY MONROE DURING TAKING BREAK PAD OUT, BUT THAT WASN'T ISSUE. ISSUE WAS THAT CALIPPER WITH BROKEN RUSTED BOLT CAUSED MORE DAMAGE ON MY RIGHT REAR BREAK ROTOR WHICH I HAD TO HAVE IT REPLACED. AGAIN I PROVIDED TWO PICTURES OF RUSTED CALIPPER WITH BROKEN BOLTS ON THIS DOCUMENT. ANY ONE CAN SEE THE RUSTED BROKEN BOLT LOCATED AT RIGHT SIDE ON THESE PICTURES, BUT COMPANY FLYNN'S TIRE INSISTED ON NOT SEEING IT. THEY 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 REALITY. THAT ONE BROKEN RUSTED BOLT DAMAGED MY RIGHT REAR BREAK ROTOR AND MY BREAK PAD. FOR GOD SAKE, IT MAY HAVE CAUSED CAR ACCIDENT ALSO, BECAUSE OF THE UNEVEN BREAK SYSTEM, IT IS INFACT SAFETY ISSUE. IT IS NOT SIMPLE PROBLEM. COMPANY 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 REPAIR. I CAN GIVE BRANDS OF THE PARTS, WHICH MONROE USED FOR MY CAR. CALLIPER MADE BY USA INDUSTRIES, ROTOR AND PAD MADE BY WAGNER COMPANY. MARKET SEARCH MAY SHOW US WHETHER COST IS HIGH OR NORMAL. PARTS 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 $393.35.
THANK YOU
MUSTAFA S[redacted]
YOU CAN SEE THE RUSTED BROKEN BOLT POINTED OUT BY RED ARROW AT THE RIGHT SIDE OF CALIPER ON THE ATTACHED TWO PICTURES;