Attempts have been made to contact the customer to discuss resolution However, we have been unsuccessful in these attempts The line rings until a cellular service message states the customer isn't accepting calls.We have no details as to the nature and extent of the "vandalism" to the
customer's steering wheel We have thoroughly interrogated our staff and it is our belief that we are not responsible for the damage to the customer's vehicle
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 home. Ten 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- *** ***, Operations Director
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 *** *** the ** at *** ***.*** ***, tried to reconcile with *** *** 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
Complaint: ***
I am rejecting this response because:if they will refer to the receipt from February it clearly shows that the ball joints were replaced Now the tire came off on June How are they not responsible? I would like to speak with the VP of this company so that he can be informed of how poorly his business is treating PAYING customers
Regards,
*** *** ***
We have spoken with the customer and are willing to offer settlement, pending the receipt of the dealership invoice she received Customer will email the invoice to our office on 4/26/
Thank you for contacting us about your experienceWe take customer feedback very serious and we consider it a gift that you took the time to let us know what happenI have already forwarded your notes to a Operations Director who will be in contact with you soon to address these concernsAgain,
Thank you for reaching out to us
We attempted to locate records of service using the customer's name and phone number, but were unsuccessful We attempted to call the number provided and the person disconnected the call when I asked for the customer by name. We'd like to help and encourage the customer to contact us at
*** *** so that we can begin dialog
*** 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
I called the customer on both phone numbers we have on file and left voicemailsThe customer has not called me backThe first time I contacted this customer he stated that he did not have any issues and that he did not write an email to us. - *** ***, Operations Director
Complaint: ***
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*** to the staff does what?
Regards,
*** ***
We
have received and reviewed the customer's concerns and can empathize with his
frustration after having to wait when making an online appointment with our
company. This does not fall in line with our company's promise to our
customers and we are addressing it with our staff. For
the customer's
inconvenience, we discounted his invoice by $50.00. We also apologize
for the inconvenience the customer experienced due to our credit card terminal
being inoperable at the time he came to pick up his vehicle. We learned
that this was an external vendor issue and had no alternative means other than
to receive a cash payment from the customer for services rendered.
Unfortunately, the customer did not have the means at that time and we could
not release the vehicle without payment. We did attempt to secure the
customer's credit card number (not the card itself) so that when our systems became operational again
we could process the payment, allowing us to release the customer's vehicle. However, the customer declined and we respect his reasoning for doing so- *** ***, Operations Director
Ms*** came in to our Austin location on June 6, complaining that her brakes were making noises. At the time of her visit, Ms*** was asked to join the manager on duty to look at her vehicle during the brake inspection. At the vehicle, the manager took Ms*** 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*** 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*** 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*** 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***'s request for a refund
We understand the customer's frustration and are working to refund their money. The Corporate Director submitted the refund request on 12/5/and it was approved on 12/9/by our Operations Director. A refund check will be mailed out to the customer in the amount of $on
Monday, December 14,
We towed the vehicle to *** *** *** to get a second opinionAfter *** *** inspected the vehicle., they determined that the code present did not warrant replacing the transmissionThey did however replace the transmission fluid, gasket and reset the codes present*** *** drove the vehicle and stated there was nothing wrong with the transmission and included diagnosis findings on their invoice. We have continued to advise *** that *** is the expert when it comes to *** transmissionWe have instructed her to take it to *** *** *** so they may continue to monitor and address any concerns she may haveWe will continue to work with *** *** to address any issues related to our service.Regards,*** ***Operations Support Specialist / Brake Check*** *** *** *** ** *** ***
Attempts have been made to contact the customer to discuss resolution However, we have been unsuccessful in these attempts The line rings until a cellular service message states the customer isn't accepting calls.We have no details as to the nature and extent of the "vandalism" to the
customer's steering wheel We have thoroughly interrogated our staff and it is our belief that we are not responsible for the damage to the customer's vehicle
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 home. Ten 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- *** ***, Operations Director
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 *** *** the ** at *** ***.*** ***, tried to reconcile with *** *** 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 contact the customer to move toward a resolution without success Sending contact letter to customer- *** *** *** ***
We have contacted the customer and are working towards a resolution
Complaint: ***
I am rejecting this response because:if they will refer to the receipt from February it clearly shows that the ball joints were replaced Now the tire came off on June How are they not responsible? I would like to speak with the VP of this company so that he can be informed of how poorly his business is treating PAYING customers
Regards,
*** *** ***
Attempts to contact the customer were made on 6/and 6/ Messages were left for a return call Please contact *** *** at *** ***
We have spoken with the customer and are willing to offer settlement, pending the receipt of the dealership invoice she received Customer will email the invoice to our office on 4/26/
Thank you for contacting us about your experienceWe take customer feedback very serious and we consider it a gift that you took the time to let us know what happenI have already forwarded your notes to a Operations Director who will be in contact with you soon to address these concernsAgain,
Thank you for reaching out to us
We attempted to locate records of service using the customer's name and phone number, but were unsuccessful We attempted to call the number provided and the person disconnected the call when I asked for the customer by name. We'd like to help and encourage the customer to contact us at
*** *** so that we can begin dialog
*** 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
An attempt to contact the customer was made on July 13th, at 4:35pm. A message was left with the customer with no response- *** *** *** ***
We have worked with the customer and are refunding her $for the cost of the pump
I called the customer on both phone numbers we have on file and left voicemailsThe customer has not called me backThe first time I contacted this customer he stated that he did not have any issues and that he did not write an email to us. - *** ***, Operations Director
Complaint: ***
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*** to the staff does what?
Regards,
*** ***
We
have received and reviewed the customer's concerns and can empathize with his
frustration after having to wait when making an online appointment with our
company. This does not fall in line with our company's promise to our
customers and we are addressing it with our staff. For
the customer's
inconvenience, we discounted his invoice by $50.00. We also apologize
for the inconvenience the customer experienced due to our credit card terminal
being inoperable at the time he came to pick up his vehicle. We learned
that this was an external vendor issue and had no alternative means other than
to receive a cash payment from the customer for services rendered.
Unfortunately, the customer did not have the means at that time and we could
not release the vehicle without payment. We did attempt to secure the
customer's credit card number (not the card itself) so that when our systems became operational again
we could process the payment, allowing us to release the customer's vehicle. However, the customer declined and we respect his reasoning for doing so- *** ***, Operations Director
Ms*** came in to our Austin location on June 6, complaining that her brakes were making noises. At the time of her visit, Ms*** was asked to join the manager on duty to look at her vehicle during the brake inspection. At the vehicle, the manager took Ms*** 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*** 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*** 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*** 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***'s request for a refund
We understand the customer's frustration and are working to refund their money. The Corporate Director submitted the refund request on 12/5/and it was approved on 12/9/by our Operations Director. A refund check will be mailed out to the customer in the amount of $on
Monday, December 14,
We've attempted to contact the customer to address their concerns We are awaiting a return call at this time - *** ***, Corporate Director
We towed the vehicle to *** *** *** to get a second opinionAfter *** *** inspected the vehicle., they determined that the code present did not warrant replacing the transmissionThey did however replace the transmission fluid, gasket and reset the codes present*** *** drove the vehicle and stated there was nothing wrong with the transmission and included diagnosis findings on their invoice. We have continued to advise *** that *** is the expert when it comes to *** transmissionWe have instructed her to take it to *** *** *** so they may continue to monitor and address any concerns she may haveWe will continue to work with *** *** to address any issues related to our service.Regards,*** ***Operations Support Specialist / Brake Check*** *** *** *** ** *** ***