Honest-1 Auto Care #191

Initial Business Response /* (1000, 5, 2015/06/19) */
In response to the above complaintMr*** had brought his vehicle in to our New Hope Facility because his brakes were making noiseWe performed a full complimentary, no obligation, brake inspection while he waitedHe was brought out to
the vehicle and shown that his rear brake pads were worn to the point that the metal backing plate was grinding into the rotorsThe minimum allowable tolerance for the rear brake rotors to be used is .413"The usable amount of metal on the rotors from new to discard is .059"His rotors were found to be worn beyond this minimum toleranceThis was fully explained to the customerHe was also told that the front brake pads only have two millimeters remaining and should be replaced as wellMr*** approved the replacement of the rear brake pads and rotors as well as a brake fluid flushHe supplied the service writer with a $discount coupon, which was applied to the invoiceHe authorized the replacement with a signature on the repair ticketThe service was completed in a timely manner without any additional expenses addedMr*** provided payment for the service and left without issue
The first indication of any problem was when we were contacted by the Revdex.comWe then reached out to Mr*** to go over the serviceHe agreed that he was shown the condition of the vehicle and fully understood why we had recommended the repairsHe did not agree that the brake rotors were needed and felt he had no choice and had to perform the serviceIt was reiterated to him that there was no obligation with the inspectionBut that there are minimum allowable tolerances set by the manufacture and to provide a safe service his rotors needed to be replacedIt was also offered that he could bring the vehicle back in and we could reinspect the vehicle together and remeasure the old rotors and see if it was possible that any mistakes could have been madeHe declinedMr*** continued to believe the rotors should not have been replacedFor the sake of resolving the situation we agreed to refund Mr*** $for the cost of the two brake rotorsAnd Mr*** agreed to contact the Revdex.com to close this caseWe feel that all of our policies and procedures for the proper inspection and communication of this service were fully followed