Golden Rule Brake

Dear [redacted] and ***, First, ***, thank you for bringing this issue to my attention I sympathize with your frustration and value the opportunity to hear your story and respond.I have investigated the matter and wish to alleviate your concern that you were in some manner either taken advantage of or the victim of an unqualified technician [redacted] , my manager, and the person who provided your service has confirmed that these ABS error codes can be challengingAfter scanning the ABS system with our computers it was determined that the rear differential speed sensor was badThis was repaired per your approvalOnce that issue was solved successfully another error code was triggered that indicated that the ABS computer was failingThe problem with how these vehicles were designed is that error codes are generated one at a timeYou fix one problem and think you have it taken care of and then the system cycles to the next problemThis is what occurredThis morning I contacted [redacted] , the service manager at Hallmark IsuzuShe confirmed with me that yes, this is how the system worksShe has experienced the same frustrationShe is more than happy to receive a call and discuss it furtherShe can be reached at ###-###-####***, you mention the possibility that perhaps it was the failing ABS computer in the first place that caused the initial error codeThat was my question as wellAn astute observation on your partAfter discussing this possibility with [redacted] and ***, this in not reasonable to assumeBarring a complete failure, which didn't occur, the system is designed to isolate problems and report on them independentlyIn other words, the section of the ABS computer that generated the initial code is functioning properly while at the same time reporting that something else within the computer needs repairI hope that's clearThe technology can be a bit mind numbing;-) ***, I do regret that the service took longer than we plannedYour time is very valuableIt's rare but sometimes this happensI do know that [redacted] stayed late to continue the diagnosis, for which you were not charged [redacted] is a generous man with a good heart and he sincerely did his best to provide you with quality service***, I wish to reiterate my gratefulness for a chance to clarify the issueWe appreciate your understanding attitude [redacted] , thank you for hopping into the middle and helping us work this outKindly, [redacted] ***, Owner

***, Thank you for your replyYou mention that the repair took longer because of our errorsRespectfully, I must reiterate that it took longer not because of an error but because of how the codes populate in the computerIt's our goal to service every customer in a consistent and timely mannerThere are times, I'm sure you understand, that we have to work through a problem and we can't always anticipate every variableThis was one of those timesI would like to offer you a 20% off coupon to be used at your next visitAlso, if you would feel more comfortable going to one of our other locations this can easily be arrangedI have a deep respect for each and every one of our customers and consider it a privilege to serve youKindly, [redacted] ***

***, It was great talking with you on the phone yesterdayThanks for being such an stand up guyI want to make sure that you received the email with my email address***@goldenrulebrake.com. I look forward to getting that hub cap for you. Have a great Wednesday!Dallas

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received, your complaint will be closed Administratively Resolved]
Revdex.com,
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this does not resolve my complaintFor your reference, details of the offer I reviewed appear be***
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** I, *** ***, reject this offer, or should I say "non-offer" While they addressed some of my issues, they failed to address why it took so long for them to make the "proper" diagnosisThey "regret" that it took longer than expected, but had the gaul to mention that they could have charged me for the extra time they put in due to their error(s) Not an apology, in my opinion I feel that I took my repair job to an unqualified establishment I assumed that they were experts in brakes, I learned the contrary.In closing, I will let anyone I know of my experience I will not recommend nor patronize Golden Rule Brake.Sincerely,*** ***

[redacted], Thank you for your reply. You mention that the repair took longer because of our errors. Respectfully, I must reiterate that it took longer not because of an error but because of how the codes populate in the computer. It's our goal to service every customer in a consistent and timely manner. There are times, I'm sure you understand, that we have to work through a problem and we can't always anticipate every variable. This was one of those times. I would like to offer you a 20% off coupon to be used at your next visit. Also, if you would feel more comfortable going to one of our other 2 locations this can easily be arranged. I have a deep respect for each and every one of our customers and consider it a privilege to serve you. Kindly, [redacted]

Dear [redacted] and [redacted], First, [redacted], thank you for bringing this issue to my attention.  I sympathize with your frustration and value the opportunity to hear your story and respond.I have investigated the matter and wish to alleviate your concern that you were in some manner either...

taken advantage of or the victim of an unqualified technician. [redacted], my manager, and the person who provided your service has confirmed that these ABS error codes can be challenging. After scanning the ABS system with our computers it was determined that the rear differential speed sensor was bad. This was repaired per your approval. Once that issue was solved successfully another error code was triggered that indicated that the ABS computer was failing. The problem with how these vehicles were designed is that error codes are generated one at a time. You fix one problem and think you have it taken care of and then the system cycles to the next problem. This is what occurred. This morning I contacted [redacted], the service manager at Hallmark Isuzu. She confirmed with me that yes, this is how the system works. She has experienced the same frustration. She is more than happy to receive a call and discuss it further. She can be reached at ###-###-####. [redacted], you mention the possibility that perhaps it was the failing ABS computer in the first place that caused the initial error code. That was my question as well. An astute observation on your part. After discussing this possibility with [redacted] and [redacted], this in not reasonable to assume. Barring a complete failure, which didn't occur, the system is designed to isolate problems and report on them independently. In other words, the section of the ABS computer that generated the initial code is functioning properly while at the same time reporting that something else within the computer needs repair. I hope that's clear. The technology can be a bit mind numbing. ;-) [redacted], I do regret that the service took longer than we planned. Your time is very valuable. It's rare but sometimes this happens. I do know that [redacted] stayed late to continue the diagnosis, for which you were not charged. [redacted] is a generous man with a good heart and he sincerely did his best to provide you with quality service. [redacted], I wish to reiterate my gratefulness for a chance to clarify the issue. We appreciate your understanding attitude. [redacted], thank you for hopping into the middle and helping us work this out. Kindly, [redacted], Owner

Review: On 07/13/2015, I took my 1992 Isuzu 1/2T pick up truck to Golden Rule Brake to have the brakes repaired. Two indicator lights came on over the previous weekend, "rear antilock" and "brake". At 1640, Golden Rule called and said the truck would be ready by 1700, cost - $255.34. I arranged a ride and arrived at the business promptly at 1700 where I sat and waited. At 1840, I was told that I needed an ABS computer for an additional $250. I told them "no" and got my truck and left.My truck ended up with the same two indicator lights on. Nothing changed from when I dropped it off except that I am out $255.34 (for seemingly nothing).Golden Rule boasts of being in business since 1954. It is hard for me to believe that they have never had this situation before. It leads me to believe that 1.) maybe the ABS computer was damaged by the shop (since there was no indication that it was bad to begin with), 2.) Maybe it was the ABS computer all along and not the sensor at all, which I already paid for, or 3.) and I hope this isn't the case, I was being "taken".To boot, an apology was never offered. It would be hard for me to ever recommend this shop.Desired Settlement: Replace the ABS computer at Golden Rule's expense.

Business

Response:

Dear [redacted] and [redacted],

Review: I took my car into Golden Rule Brake to have my brakes done. When I recieved my car when finished, the brakes were performing worse then when I took it in. My husband and I notified the workers of this and they tried to bleed out the brakes and told us to drive it around for a few days and it would get better. We called another location (Francis)because the manager did not sound confident when telling us he had fixed the problem. The 2nd location told us to bring the car to their location so they could take it for a drive to try and see what the problem was. Again they bled out the brakes and adjusted the rear calibers. My husband was then told to drive it around for a few days to see if the problem was fixed. it was not. My car does not feel safe to drive as the response time for my brakes is worse then when I took it in. I do not have time to continue taking my car in as my husband and I have to work and I need to have my car for my job. I feel that they should have completed this job 100% as this is their specialty. When having repairs done, I have never been asked to take the car home for a few days to see if it is fixed. This is their job especially when I told them that I do not feel safe driving my vehicle.Desired Settlement: I am expecting them to fix my brakes to my satisfaction and provide a rental car because I have to use my car for work. If this does not get fixed then I would like a refund so I may take my car somewhere else.

Business

Response:

Hello,