Complaint:
***
I am rejecting this response because: I have not been contacted by anyoneI did not rescind my complaintI was treated badly by Brake CheckI felt threatened by the manager in chargeMy brakes still squeal loudly when I back upI took my car to the VOLVO dealership where I usually take it and they told me that the brakes were not Volvo brake pads something that Brake Check should have knownAgain, I am more upset over the treatment I received more than anythingThe very least a company should offer their clients is courtesy
Regards,
*** ***
We have attempted to locate service records for the customer to initiate an investigation However, we were unable to locate service records associated with the customer's description We are requesting information to help us move forward (name, phone number on the account / invoice
number)
I will be out of the office between November 11th and November 18th. I will respond to all correspondence upon my return. If you need immediate assistance, please contact *** *** at *** Best regards, *** *** HCM Brake Check
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- *** *** Corporate Director
Brake Check is denying the refund to MS***Ms*** came into Brake Check on 2/08/and had her front brake pads and front rotors resurfacedShe was informed of caliper maintenance and brake hardware at that time and the vehicle may squeak ***She brought the vehicle
back in on 3/13/*** with a squeaking noise in the frontBrake Check replaced the brake pads, rebuilt the calipers and resurfaced the rotors free of chargeShe did not return after that, only calling the location after she had the brakes replaced at an outside repair shopI have attached the receipt for the work performed at John's Auto Service MufflerThis repair shop replaced the front and rear brake pads and resurfaced the rotors for $Ms*** called after the brakes were replaced stating she wanted a refund because she had replaced her front brakes somewhereThere is a month time span and 21,miles on the brake pads installed at Brake CheckBrake Check was not informed of any issues with the front brakes after her second visitMs*** is looking for us to refund her $Ms*** only spent $with Brake CheckThe second time she returned to Brake Check we performed $in free repairs. I have tried to call Ms*** at ###-###-####, this is no longer her number. I could not leave a voice mail on ###-###-#### because her voice mail is full.*** *** *** ***
The customer had a lower ball joint replaced in February of 2015. 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
We appreciate *** *** feedback and understand his need to rectify the issue We have asked *** *** 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, *** ***
refuses to bring the vehicle in Because of this, we cannot oblige *** *** request at this time- *** ***, Corporate Director
Complaint: ***
I am rejecting this response because:I'm not sure what visit ***is referring to in the cursory response he submitted. The work I purchased was done at Brake CheckResearch and it was *** who referred me to *** in Cedar Park when Icalled to let him know my brakes were still noisy and because I was stranded ina parking lot again because my car wouldn't start and I thought it probably hadsomething to do with all the times the radio needed to be reset after leavinghis shop, since that happens only if the battery is disconnected. *** made adjustmentsThat worked for awhile, then the same crunching and scraping sounds started again so I wentback. He then tightened the parkingbrake and upgraded the drums (after I paid another $on top of the $1,Ialready paid). After that he told methat I should go back to Research if it happened again because *** was"always sending his problems over and should be able to fix themhimself." NOT because there was noissue to be fixed as *** suggested on my last visit. What sane person keeps spending theirSaturdays and workdays sitting in a auto repair shop for nothing? What reputable shop keeps replacing partswhen there isn't a verifiable problem in the first place? What reputable shop puts that I purchasedonly part on my invoice when were replaced and I was told all parts havelifetime warranty? NONEPeriod. The records speak for themselves. Someone from higher management or at leastcorporate customer service needs to review them and actually contact me. *** did ask for a list ofeverything/problem I had but only addressed the trunk liner and it still isn'trightI NEVER said that I was satisfied with anything. How could I? No one ever even took the timeto go over the list and be honest about what they would or would not dosomething about and when I disagreed with *** saying he "bent overbackwards" to fix these things for me, he became angry, spoke down to me,told me he was "done" and that I needed to go somewhere else. I honestly have never had anyone at anybusiness I have ever patronized speak to me the way he did and I have nevergiven anyone reason to. For this reason,I feel it should be noted that *** was at least calm and respectful no matterhow frustrating things got. Theexperiences I had when *** was manager, *** Smith's calm demeanor, theservice from *** and the other *** (from Round Rock I think) and *** inCedar Park were the only reasons I kept giving them more chances to correctthingsHonestly, though, I think anyone else would have filed with an attorneyrather than let things play out the way I did. I still hear bumping sounds,brake sounds on regular stops, on gradual stops and yields/turnsI still havegrease stains on carpet and upholstery, and chips in the paint. None of this should have ever happened; muchless should I have been expected to brush it all under the rug. I don't think I should anyone should pay asmuch as I did and have to live with noisy brakes, struts and additional repaircosts that I'm certain resulted from someone doing something that drained mybattery and/or damaged my starter, as my car had ZERO symptoms of that naturebefore bringing it to Brake Check Research and I had to replace both during thecourse of my return visits for corrections. I tried to select the box for a call from management at checkout but itnever worked and kept restarting the transaction. For obvious reasons, I no longer trust this location.Again, the records speak for themselves. Someone from higher management or at least corporate customer serviceneeds to review them and actually contact me
Regards,
*** ***
Complaint: ***
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. $431.70 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 #540. 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,
*** ***
We are in the processes of working with Mr*** on a resolution to his concerns Our Assistant Vice President has been in contact with Mr*** and is awaiting documentation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***This will be my last and final attempt to get this matter resolved. If this is what it will take to get refunded so I can take my vehicle elsewhere to have the work corrected once and for allI will make an appointment with Brake Check
Regards,
*** ***
Although we can understand the customer's feelings regarding the matter, we have attempted to work with the customer to resolve their issues Parts and services performed on the customer's vehicle have not been found to be faulty on multiple occasions and Brake Check only uses OE parts for replacement A refund of the customer's money will only be taken into consideration upon an inspection of the vehicle by Brake Check - *** ***, Operations Director
The $*** *** is referring to is an installation fee associated with the lifetime warranty on the parts.LIMITED LIFETIME BRAKE PARTS WARRANTYAll Limited Lifetime Warranties on brake parts apply when purchased in conjunction with the Limited Lifetime Brake Pad andShoe Warranty, except one-ton trucks and commercial fleet vehicles which are covered under our limited warranty listed below.Under this warranty, all new (not remanufactured, used or rebuilt) brake parts are covered when the installation fee is paid to anyBrake Check centerThis warranty covers brake parts as long as you own this vehicle“Dealer” or “Outside Procured” parts areexcluded.As stated above, warranties are honored when a customer pays the installation fee *** *** is refusing to pay this fee All parts considered for warranty must be on the vehicle at the time of inspection
Complaint:
***
I am rejecting this response because: I have not been contacted by anyoneI did not rescind my complaintI was treated badly by Brake CheckI felt threatened by the manager in chargeMy brakes still squeal loudly when I back upI took my car to the VOLVO dealership where I usually take it and they told me that the brakes were not Volvo brake pads something that Brake Check should have knownAgain, I am more upset over the treatment I received more than anythingThe very least a company should offer their clients is courtesy
Regards,
*** ***
We have attempted to locate service records for the customer to initiate an investigation However, we were unable to locate service records associated with the customer's description We are requesting information to help us move forward (name, phone number on the account / invoice
number)
I will be out of the office between November 11th and November 18th. I will respond to all correspondence upon my return. If you need immediate assistance, please contact *** *** at *** Best regards, *** *** HCM Brake Check
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- *** *** Corporate Director
Brake Check is denying the refund to MS***Ms*** came into Brake Check on 2/08/and had her front brake pads and front rotors resurfacedShe was informed of caliper maintenance and brake hardware at that time and the vehicle may squeak ***She brought the vehicle
back in on 3/13/*** with a squeaking noise in the frontBrake Check replaced the brake pads, rebuilt the calipers and resurfaced the rotors free of chargeShe did not return after that, only calling the location after she had the brakes replaced at an outside repair shopI have attached the receipt for the work performed at John's Auto Service MufflerThis repair shop replaced the front and rear brake pads and resurfaced the rotors for $Ms*** called after the brakes were replaced stating she wanted a refund because she had replaced her front brakes somewhereThere is a month time span and 21,miles on the brake pads installed at Brake CheckBrake Check was not informed of any issues with the front brakes after her second visitMs*** is looking for us to refund her $Ms*** only spent $with Brake CheckThe second time she returned to Brake Check we performed $in free repairs. I have tried to call Ms*** at ###-###-####, this is no longer her number. I could not leave a voice mail on ###-###-#### because her voice mail is full.*** *** *** ***
The customer had a lower ball joint replaced in February of 2015. 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
We appreciate *** *** feedback and understand his need to rectify the issue We have asked *** *** 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, *** ***
refuses to bring the vehicle in Because of this, we cannot oblige *** *** request at this time- *** ***, Corporate Director
Complaint: ***
I am rejecting this response because:I'm not sure what visit ***is referring to in the cursory response he submitted. The work I purchased was done at Brake CheckResearch and it was *** who referred me to *** in Cedar Park when Icalled to let him know my brakes were still noisy and because I was stranded ina parking lot again because my car wouldn't start and I thought it probably hadsomething to do with all the times the radio needed to be reset after leavinghis shop, since that happens only if the battery is disconnected. *** made adjustmentsThat worked for awhile, then the same crunching and scraping sounds started again so I wentback. He then tightened the parkingbrake and upgraded the drums (after I paid another $on top of the $1,Ialready paid). After that he told methat I should go back to Research if it happened again because *** was"always sending his problems over and should be able to fix themhimself." NOT because there was noissue to be fixed as *** suggested on my last visit. What sane person keeps spending theirSaturdays and workdays sitting in a auto repair shop for nothing? What reputable shop keeps replacing partswhen there isn't a verifiable problem in the first place? What reputable shop puts that I purchasedonly part on my invoice when were replaced and I was told all parts havelifetime warranty? NONEPeriod. The records speak for themselves. Someone from higher management or at leastcorporate customer service needs to review them and actually contact me. *** did ask for a list ofeverything/problem I had but only addressed the trunk liner and it still isn'trightI NEVER said that I was satisfied with anything. How could I? No one ever even took the timeto go over the list and be honest about what they would or would not dosomething about and when I disagreed with *** saying he "bent overbackwards" to fix these things for me, he became angry, spoke down to me,told me he was "done" and that I needed to go somewhere else. I honestly have never had anyone at anybusiness I have ever patronized speak to me the way he did and I have nevergiven anyone reason to. For this reason,I feel it should be noted that *** was at least calm and respectful no matterhow frustrating things got. Theexperiences I had when *** was manager, *** Smith's calm demeanor, theservice from *** and the other *** (from Round Rock I think) and *** inCedar Park were the only reasons I kept giving them more chances to correctthingsHonestly, though, I think anyone else would have filed with an attorneyrather than let things play out the way I did. I still hear bumping sounds,brake sounds on regular stops, on gradual stops and yields/turnsI still havegrease stains on carpet and upholstery, and chips in the paint. None of this should have ever happened; muchless should I have been expected to brush it all under the rug. I don't think I should anyone should pay asmuch as I did and have to live with noisy brakes, struts and additional repaircosts that I'm certain resulted from someone doing something that drained mybattery and/or damaged my starter, as my car had ZERO symptoms of that naturebefore bringing it to Brake Check Research and I had to replace both during thecourse of my return visits for corrections. I tried to select the box for a call from management at checkout but itnever worked and kept restarting the transaction. For obvious reasons, I no longer trust this location.Again, the records speak for themselves. Someone from higher management or at least corporate customer serviceneeds to review them and actually contact me
Regards,
*** ***
Complaint: ***
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. $431.70 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 #540. 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,
*** ***
We are in the processes of working with Mr*** on a resolution to his concerns Our Assistant Vice President has been in contact with Mr*** and is awaiting documentation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Mr*** was refunded the requested amount, $on July 18, by company check This refund was mailed to his residence
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***This will be my last and final attempt to get this matter resolved. If this is what it will take to get refunded so I can take my vehicle elsewhere to have the work corrected once and for allI will make an appointment with Brake Check
Regards,
*** ***
Although we can understand the customer's feelings regarding the matter, we have attempted to work with the customer to resolve their issues Parts and services performed on the customer's vehicle have not been found to be faulty on multiple occasions and Brake Check only uses OE parts for replacement A refund of the customer's money will only be taken into consideration upon an inspection of the vehicle by Brake Check - *** ***, Operations Director
The $*** *** is referring to is an installation fee associated with the lifetime warranty on the parts.LIMITED LIFETIME BRAKE PARTS WARRANTYAll Limited Lifetime Warranties on brake parts apply when purchased in conjunction with the Limited Lifetime Brake Pad andShoe Warranty, except one-ton trucks and commercial fleet vehicles which are covered under our limited warranty listed below.Under this warranty, all new (not remanufactured, used or rebuilt) brake parts are covered when the installation fee is paid to anyBrake Check centerThis warranty covers brake parts as long as you own this vehicle“Dealer” or “Outside Procured” parts areexcluded.As stated above, warranties are honored when a customer pays the installation fee *** *** is refusing to pay this fee All parts considered for warranty must be on the vehicle at the time of inspection