Complaint: [redacted] I am rejecting this response because:This complaint has NOT been resolved I spoke to [redacted] today and will be meeting with him on Monday, 12/7/to discuss resolution of complaint, [redacted] Regards, [redacted] ***
The customer had a lower ball joint replaced in February of In June, the customer states that the wheel came off the vehicle and contacted the Brake Check location she had the vehicle serviced at for assistance The Brake Check location asked that she bring the vehicle in to be inspected, however, the customer towed the vehicle to her home and then to another competitor ten days laterThe customer provided Brake Check with a receipt of services completed at the competitor where it was determined that the upper ball joint had failed, causing the wheel to come off Since this was not a part installed or repaired by Brake Check, we hold no responsibility and are declining the customer's request for reimbursement
I have called Mrs [redacted] in regards to the collision and have left a voicemail The vehicle will be going to a body shop as soon as Mrs [redacted] returns my call and a rental will be provided - [redacted] ***, Corporate Director
We appreciate [redacted] feedback and understand his need to rectify the issue We have asked [redacted] to bring the vehicle in for a free inspection so that we could confirm that the rotors need to be replaced and would be more than happy to honor our warranties However, [redacted] refuses to bring the vehicle in Because of this, we cannot oblige [redacted] request at this time- [redacted] , Corporate Director
Complaint: [redacted] I am rejecting this response because: Here are the facts 2/3/I took my car in to Brake Check #for brake service due to the fact my back brakes were grinding My brakes were not squeaking when I brought my car in to be serviced Brake Check charged for the following services: Front Brake pads/LT Warranty, Rear Brake Pads/LT Warranty, Front and Rear Caliper Maintenance Pistons, Front & Rear Brake Disc Hardware-Per Axle, Rotor Reface, Brake fluid $ As soon as I got my car back my brakes started to squeak a little Once again they were not squeaking before all this work was done The man over the phone told me that I had a warranty so I could bring my car back anytime if I have any problems The squeaking got worse so I took my car back 5/to Brake Check # I was informed that I would need to pay them another $to have my car fixed Once again, my brakes were not squeaking when I took it in they were grinding That problem was fixed but they caused another issue that should have been resolved I was told that since an alignment was recommended it was my fault I knew that was not true my brakes were not squeaking when I brought them there in the beginning A recommendation for an alignment does not match up with my brakes squeaking I told Brake Check that I was coming to get my car and I was not going to pay them more money The gentleman that worked there argued with me about the situation He even threatened to have my husband removed from the shop due to the fact he was talking with another customer in the lobby that also had problems with their service I took my car to another brake shop that same day They informed me that the alignment had nothing to do with the squeaking They said that cheap materials were utilized They fixed my squeaking brakes in hours for $total $with taxes and told me that I could bring my car back every six months to be checked My brakes are not squeaking anymore and they are working properly I received two calls from the Brake Check company after the fact One call from someone in the corporate office that wanted me to take my car to a different Brake Check location to be checked and one call from someone else that wanted to say it was my fault and not listen to the issue Regards, [redacted]
I am going to deny her refundBrake Check was not given the opportunity to correct any issues on vehicle when the issue occurredCustomer went to Just Brakes on her own and Brake Check is not responsible for her decision- [redacted] , Operations Director
Please let me apologize for any inconvenience you feel may have been caused to you in reference to your son's visit to our Brake Check service centerIn order for us to investigate this matter we will need the name and telephone number used at time of service I have been trying to find your Repair Order however was unable to locate it with the limited informationPlease include it with your contact information
Customer's history shows that Brake Check repaired the lower ball joints, rack and pinion, and rack and pinion bushings on 2/25/(RO545-45702)Customer came back in on 05/05/for "Hard Steering"We performed a warranty alignment (RO545-47195)Customer came back on 06/15/(RO545-48144) for "Hearing a noise in front end"Brake Check replaced the rack and pinion bushingsCustomer was informed that the rear main seal is leaking on to the rack and pinion bushing which could cause the rack bushings to fall off or cause more noiseCustomer stated she left that afternoon and about minutes later she said she was pulling into the HEB parking lot across the street and the tire fell offCustomer stated she called the store and was told by the store to have it towed to Brake Check for us to look atCustomer had vehicle towed to her homeTen days later she had the vehicle towed to a friend's shopShe never brought the vehicle back to Brake Check, but had the repairs done on her ownOn her receipt it states she replaced the upper ball joints and the lower ball jointI explained to her that the upper ball joint holds the tire on to the vehicle and when the upper ball joint broke the tire fell off and broke the lower ball jointShe thinks that Brake Check should pay for her vehicle being fixedI explained to her that we are not responsible for the damages to her vehicleShe hung up- [redacted] , Operations Director
I have contacted the customer to address their concerns However, the customer was not able to speak at the moment and stated he would call back I am awaiting his callback- [redacted] Corporate Director
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Customer came in to the Victoria Brake Check location and had an alignment done She was advised that the vehicle would need additional aftermarket parts to complete the alignment and had also purchased our lifetime warranty option since she was going to have the parts installed at different times The work was completed and the alignment done, but the customer called back a few days later stating that the vehicle was still pulling to the right Customer was asked to return to the Brake Check location so that we could inspect the work done and to address any needed repairs The customer stated she could not make it in, but that she would try to come by the following week The customer did not return the following week nor the week after Customer came in to the Brake Check location on September 30th stating that she took the vehicle to another service company and had the alignment done The customer asked for a full refund of all monies paid at time of service and was told that we, in fact, performed all services paid for, but that we would refund her the difference of the lifetime warranty alignment cost totaling $ The customer declined this refund and asked for the corporate number We are declining the full refund for services, but will continue to offer the refund of $ - [redacted] Corporate Director
We have made several attempts to resolve this with the customer His initial complaint was that he felt his brake pedal was softer than normal Because of his location and the cost of towing the vehicle back to our store, we agreed to cover the cost of what a dealership told him was needed, a bleed and flush of the brake fluid However, we would never receive an invoice for the service Just what appeared to be a hand written estimate which was $over the quoted price provided to us by the dealership We also found that the customer's uncle appears to be employed with the dealership as well.The customer then visited another location having removed a hydraulic component (brake caliper) from the vehicle, requesting that we return with him to his residence to install it back on his vehicle Removing this component compromises a closed, pressurized braking system and negates any work done by Brake Check or the dealership Our corporate representative refused to meet the customer's demands and we were uncertain as to why the customer would take it into his own hands to remove the component The customer states that the piston seal on the component was torn, yet there was no diagnosis of fluid leakage by Brake Check or the dealership Removing a caliper piston, if not done properly, can damage internal seals.Our offer to reimburse the customer $for the quoted price of a bleed and flush of the brake fluid stands pending the receipt of printed dealer receipt of paid service As a gesture of good faith and for any inconvenience the customer has experienced, we are offering a $Brake Check gift card which can be used for future services at any one of our locations
[redacted] thank you for your feedback In order for our business to improve we must listen to our customers and respond to their feedback, both positive and negative I want to send this to the Operations Director over this store so that he can be aware of the situation and talk to his staff about the problemHe would also address this concern with you
Ms [redacted] came in to our Austin location on June 6, complaining that her brakes were making noises At the time of her visit, Ms [redacted] was asked to join the manager on duty to look at her vehicle during the brake inspection At the vehicle, the manager took Ms [redacted] through our visual brake inspection which covers the function and condition of the brake system This includes the brake pads (friction material), brake hardware, rotors/drums and brake fluid It was determined that the friction material on the brake pads was worn and the pads needed to be replaced The rotor surfaces were also worn and needed to be resurfaced to avoid noise or pulsation as it rides against the new brake pad and to prevent accelerated wear It was also recommended that Ms [redacted] replace the braking hardware that wears out over time and that she have her brake fluid flushed to remove moisture in the lines After the inspection, Ms [redacted] was walked to the counter to discuss pricing of needed/recommended items for her vehicle Pricing is presented as line-item, meaning that each service is individually priced so the customer may choose the services that meet their budgeting needs However, electing out of needed and recommended services can cause further damage to new and existing parts After pricing was presented, Ms [redacted] chose to only replace the brake pads She was advised not to wait too long to complete the other needed/recommended work as it would continue to cause damage to the braking system At this time, we are declining Ms [redacted] 's request for a refund
Complaint: [redacted] I am rejecting this response because: I have reviewed the damages with the area Mgr.........I don't really understand this responsethe body shop that Brake Check uses, should have done a written estimate on the damagesI never got oneI want my vehicle fixedtal [redacted] to the staff does what? Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
We explained to customer that the damages did nor occur while in our care and that there were visible signs of scrape marks that were not fresh and some of the areas were rustyPlease reference the attachment from [redacted] the [redacted] at [redacted] ***[redacted] , tried to reconcile with [redacted] as not to lose her as a customer but customer was adamant.We deeply apologize for not being able get to a resolution that meets with your satisfaction
We have attempted to work with the customer to resolve their issue, asking to inspect the vehicle and have offered to complete any needed repairs at no cost to the customer However, the customer refuses to bring the vehicle back We are denying their request for a refund- [redacted] , Operations Director
Complaint: [redacted] I am rejecting this response because:This complaint has NOT been resolved I spoke to [redacted] today and will be meeting with him on Monday, 12/7/to discuss resolution of complaint, [redacted] Regards, [redacted] ***
The customer had a lower ball joint replaced in February of In June, the customer states that the wheel came off the vehicle and contacted the Brake Check location she had the vehicle serviced at for assistance The Brake Check location asked that she bring the vehicle in to be inspected, however, the customer towed the vehicle to her home and then to another competitor ten days laterThe customer provided Brake Check with a receipt of services completed at the competitor where it was determined that the upper ball joint had failed, causing the wheel to come off Since this was not a part installed or repaired by Brake Check, we hold no responsibility and are declining the customer's request for reimbursement
I have called Mrs [redacted] in regards to the collision and have left a voicemail The vehicle will be going to a body shop as soon as Mrs [redacted] returns my call and a rental will be provided - [redacted] ***, Corporate Director
We appreciate [redacted] feedback and understand his need to rectify the issue We have asked [redacted] to bring the vehicle in for a free inspection so that we could confirm that the rotors need to be replaced and would be more than happy to honor our warranties However, [redacted] refuses to bring the vehicle in Because of this, we cannot oblige [redacted] request at this time- [redacted] , Corporate Director
Complaint: [redacted] I am rejecting this response because: Here are the facts 2/3/I took my car in to Brake Check #for brake service due to the fact my back brakes were grinding My brakes were not squeaking when I brought my car in to be serviced Brake Check charged for the following services: Front Brake pads/LT Warranty, Rear Brake Pads/LT Warranty, Front and Rear Caliper Maintenance Pistons, Front & Rear Brake Disc Hardware-Per Axle, Rotor Reface, Brake fluid $ As soon as I got my car back my brakes started to squeak a little Once again they were not squeaking before all this work was done The man over the phone told me that I had a warranty so I could bring my car back anytime if I have any problems The squeaking got worse so I took my car back 5/to Brake Check # I was informed that I would need to pay them another $to have my car fixed Once again, my brakes were not squeaking when I took it in they were grinding That problem was fixed but they caused another issue that should have been resolved I was told that since an alignment was recommended it was my fault I knew that was not true my brakes were not squeaking when I brought them there in the beginning A recommendation for an alignment does not match up with my brakes squeaking I told Brake Check that I was coming to get my car and I was not going to pay them more money The gentleman that worked there argued with me about the situation He even threatened to have my husband removed from the shop due to the fact he was talking with another customer in the lobby that also had problems with their service I took my car to another brake shop that same day They informed me that the alignment had nothing to do with the squeaking They said that cheap materials were utilized They fixed my squeaking brakes in hours for $total $with taxes and told me that I could bring my car back every six months to be checked My brakes are not squeaking anymore and they are working properly I received two calls from the Brake Check company after the fact One call from someone in the corporate office that wanted me to take my car to a different Brake Check location to be checked and one call from someone else that wanted to say it was my fault and not listen to the issue Regards, [redacted]
I am going to deny her refundBrake Check was not given the opportunity to correct any issues on vehicle when the issue occurredCustomer went to Just Brakes on her own and Brake Check is not responsible for her decision- [redacted] , Operations Director
Please let me apologize for any inconvenience you feel may have been caused to you in reference to your son's visit to our Brake Check service centerIn order for us to investigate this matter we will need the name and telephone number used at time of service I have been trying to find your Repair Order however was unable to locate it with the limited informationPlease include it with your contact information
Customer's history shows that Brake Check repaired the lower ball joints, rack and pinion, and rack and pinion bushings on 2/25/(RO545-45702)Customer came back in on 05/05/for "Hard Steering"We performed a warranty alignment (RO545-47195)Customer came back on 06/15/(RO545-48144) for "Hearing a noise in front end"Brake Check replaced the rack and pinion bushingsCustomer was informed that the rear main seal is leaking on to the rack and pinion bushing which could cause the rack bushings to fall off or cause more noiseCustomer stated she left that afternoon and about minutes later she said she was pulling into the HEB parking lot across the street and the tire fell offCustomer stated she called the store and was told by the store to have it towed to Brake Check for us to look atCustomer had vehicle towed to her homeTen days later she had the vehicle towed to a friend's shopShe never brought the vehicle back to Brake Check, but had the repairs done on her ownOn her receipt it states she replaced the upper ball joints and the lower ball jointI explained to her that the upper ball joint holds the tire on to the vehicle and when the upper ball joint broke the tire fell off and broke the lower ball jointShe thinks that Brake Check should pay for her vehicle being fixedI explained to her that we are not responsible for the damages to her vehicleShe hung up- [redacted] , Operations Director
I have contacted the customer to address their concerns However, the customer was not able to speak at the moment and stated he would call back I am awaiting his callback- [redacted] Corporate Director
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: ( see attached ) Regards, [redacted]
Customer came in to the Victoria Brake Check location and had an alignment done She was advised that the vehicle would need additional aftermarket parts to complete the alignment and had also purchased our lifetime warranty option since she was going to have the parts installed at different times The work was completed and the alignment done, but the customer called back a few days later stating that the vehicle was still pulling to the right Customer was asked to return to the Brake Check location so that we could inspect the work done and to address any needed repairs The customer stated she could not make it in, but that she would try to come by the following week The customer did not return the following week nor the week after Customer came in to the Brake Check location on September 30th stating that she took the vehicle to another service company and had the alignment done The customer asked for a full refund of all monies paid at time of service and was told that we, in fact, performed all services paid for, but that we would refund her the difference of the lifetime warranty alignment cost totaling $ The customer declined this refund and asked for the corporate number We are declining the full refund for services, but will continue to offer the refund of $ - [redacted] Corporate Director
We have made several attempts to resolve this with the customer His initial complaint was that he felt his brake pedal was softer than normal Because of his location and the cost of towing the vehicle back to our store, we agreed to cover the cost of what a dealership told him was needed, a bleed and flush of the brake fluid However, we would never receive an invoice for the service Just what appeared to be a hand written estimate which was $over the quoted price provided to us by the dealership We also found that the customer's uncle appears to be employed with the dealership as well.The customer then visited another location having removed a hydraulic component (brake caliper) from the vehicle, requesting that we return with him to his residence to install it back on his vehicle Removing this component compromises a closed, pressurized braking system and negates any work done by Brake Check or the dealership Our corporate representative refused to meet the customer's demands and we were uncertain as to why the customer would take it into his own hands to remove the component The customer states that the piston seal on the component was torn, yet there was no diagnosis of fluid leakage by Brake Check or the dealership Removing a caliper piston, if not done properly, can damage internal seals.Our offer to reimburse the customer $for the quoted price of a bleed and flush of the brake fluid stands pending the receipt of printed dealer receipt of paid service As a gesture of good faith and for any inconvenience the customer has experienced, we are offering a $Brake Check gift card which can be used for future services at any one of our locations
[redacted] thank you for your feedback In order for our business to improve we must listen to our customers and respond to their feedback, both positive and negative I want to send this to the Operations Director over this store so that he can be aware of the situation and talk to his staff about the problemHe would also address this concern with you
Mr [redacted] was refunded the requested amount, $on July 18, by company check This refund was mailed to his residence
Ms [redacted] came in to our Austin location on June 6, complaining that her brakes were making noises At the time of her visit, Ms [redacted] was asked to join the manager on duty to look at her vehicle during the brake inspection At the vehicle, the manager took Ms [redacted] through our visual brake inspection which covers the function and condition of the brake system This includes the brake pads (friction material), brake hardware, rotors/drums and brake fluid It was determined that the friction material on the brake pads was worn and the pads needed to be replaced The rotor surfaces were also worn and needed to be resurfaced to avoid noise or pulsation as it rides against the new brake pad and to prevent accelerated wear It was also recommended that Ms [redacted] replace the braking hardware that wears out over time and that she have her brake fluid flushed to remove moisture in the lines After the inspection, Ms [redacted] was walked to the counter to discuss pricing of needed/recommended items for her vehicle Pricing is presented as line-item, meaning that each service is individually priced so the customer may choose the services that meet their budgeting needs However, electing out of needed and recommended services can cause further damage to new and existing parts After pricing was presented, Ms [redacted] chose to only replace the brake pads She was advised not to wait too long to complete the other needed/recommended work as it would continue to cause damage to the braking system At this time, we are declining Ms [redacted] 's request for a refund
Complaint: [redacted] I am rejecting this response because: I have reviewed the damages with the area Mgr.........I don't really understand this responsethe body shop that Brake Check uses, should have done a written estimate on the damagesI never got oneI want my vehicle fixedtal [redacted] to the staff does what? Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
We explained to customer that the damages did nor occur while in our care and that there were visible signs of scrape marks that were not fresh and some of the areas were rustyPlease reference the attachment from [redacted] the [redacted] at [redacted] ***[redacted] , tried to reconcile with [redacted] as not to lose her as a customer but customer was adamant.We deeply apologize for not being able get to a resolution that meets with your satisfaction
We have attempted to work with the customer to resolve their issue, asking to inspect the vehicle and have offered to complete any needed repairs at no cost to the customer However, the customer refuses to bring the vehicle back We are denying their request for a refund- [redacted] , Operations Director