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 4/26/17.
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. - [redacted], Operations 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. I am in touch with Mr. [redacted] from Brake Check and am in the process of working out a resolution at this time. 3/28/2017
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 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],...
The $30 [redacted] 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 center. This 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. [redacted] is refusing to pay this fee. All parts considered for warranty must be on the vehicle at the time of inspection.
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 rusty. Please reference the attachment from [redacted] the ** 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 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...
We have been in contact with the customer and have begun investigating the issue. The customer has been cooperative as we work towards a resolution. - [redacted], Operations Director
Complaint: [redacted]
I am rejecting this response because:Our complaint against Brake Check remains ongoing,...
for almost two months now. Since repairs were made to their work, they have delayed any resolution. We kept the parts that caused the damage and mailed them to Brake Check last month. They asked for additional parts which, of course, had been discarded. They said they had to send the parts first to the vendor, and now to the manufacturer, to assure they are the actual parts, casting aspersions on two separate Dodge service centers, implying that they had not sent the ball joints that caused all the problems, costing us over $3000 to repair. They also have not responded to the rear brake adjustment we had to have done just one week after their repairs, at a cost of $108. We feel Brake Check is just delaying as we are retired senior citizens on a long road trip just passing through Texas who will eventually give up and go away. Is this their business practice? There is also the sales competition among their stores that we heard a manager discussing on the phone during the seventeen hours we spent in their stores. It may explain our original $2000 bill after coming in with a simple growl in our front brakes. Did we even need the front end work which ended up costing us another $3000 to repair? We feel Brake Check should reimburse our expenses to fix and repair their work.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I'm not sure what visit [redacted]is referring to in the cursory response he submitted. The work I purchased was done at Brake CheckResearch and it was [redacted] who referred me to [redacted] 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. [redacted] made adjustments. That 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 $55 on top of the $1,497 Ialready paid). After that he told methat I should go back to Research if it happened again because [redacted] was"always sending his problems over and should be able to fix themhimself." NOT because there was noissue to be fixed as [redacted] 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 1 part on my invoice when 2 were replaced and I was told all parts havelifetime warranty? NONE. Period. The records speak for themselves. Someone from higher management or at leastcorporate customer service needs to review them and actually contact me. [redacted] did ask for a list ofeverything/problem I had but only addressed the trunk liner and it still isn'tright. I 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 [redacted] 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 [redacted] was at least calm and respectful no matterhow frustrating things got. Theexperiences I had when [redacted] was manager, [redacted] Smith's calm demeanor, theservice from [redacted] and the other [redacted] (from Round Rock I think) and [redacted] inCedar Park were the only reasons I kept giving them more chances to correctthings. Honestly, 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/turns. I 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,
[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 $64.88. 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 $64.88. - [redacted] Corporate Director
Complaint: [redacted]
I am rejecting this response because of neglect on behalf of Brake Check employees. During the first alignment the employee conducted the alignment and then told me they could not do the full adjustment because the vehicle needed the camber bolt kit. Due to Brake check performing a partial alignment without prior approval from me, this caused the outer part of the tires to wear down in less than 500 miles. If the partial alignment was not conducted the tires would not have worn. Also, due to this misalignment this may have caused the ball joints to wear out. Usually worn ball joints cause inner tire wear and not outer tire wear. Brake Check did not state there was an issue with the ball joints until after the third visit and the tires were worn. If I knew the ball joints needed to be replaced prior to the alignment this service would have been made and then the alignment would have been conducted. It does not make any sense to pay for multiple alignments if suspension work and camber bolts needed to be completed because this would cause misalignment so I would have had all the work completed prior to making any alignment to save time and money. I must continue to seek remuneration due to Brake Check's negligence.
Regards,
[redacted]
After having thoughtful conversation with [redacted], he is going to consider a future visit with me here at store[redacted] next time he needs service on his vehicle. He did compliment the open bay procedure we have as a company. He did mention the team at store [redacted] did a great job presenting the needs and recommends...which gave him the confidence to do business with us as a company. Was even a bit surprise the brake pads were as bad as they were. He will consider the offer of re-bleeding the vehicle ...Was thankful for our conversation as well as reassuring any future visits. He has my phone numbers for any future concerns. We are both looking forward to meeting in the near future. One of his vehicles is going to need service in a few weeks. [redacted] will consider coming here to store [redacted]. - [redacted], Corporate Director
Complaint: [redacted]
I am rejecting this response because: Brake Check did not make repairs to my vehicle, even though their response makes it seem like they did. Also, Brake Check did not address my request for a refund for the services that caused the damages to my vehicle. I am seeking a full refund for those services, because of: the damages it caused to my vehicle, the stress and anxiety caused to me personally, and the front passenger side brake squealing was not fixed even though that was the sole reason I went to Brake Check on 06/09/2017.
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]
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]
Attempts to contact the customer were made on 6/13 and 6/14. Messages were left for a return call. Please contact [redacted] at [redacted]
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 4/26/17.
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. - [redacted], Operations 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. I am in touch with Mr. [redacted] from Brake Check and am in the process of working out a resolution at this time. 3/28/2017
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 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
The $30 [redacted] 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 center. This 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. [redacted] is refusing to pay this fee. All parts considered for warranty must be on the vehicle at the time of inspection.
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 rusty. Please reference the attachment from [redacted] the ** 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 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).
We have been in contact with the customer and have begun investigating the issue. The customer has been cooperative as we work towards a resolution. - [redacted], Operations Director
Complaint: [redacted]
I am rejecting this response because:Our complaint against Brake Check remains ongoing,...
for almost two months now. Since repairs were made to their work, they have delayed any resolution. We kept the parts that caused the damage and mailed them to Brake Check last month. They asked for additional parts which, of course, had been discarded. They said they had to send the parts first to the vendor, and now to the manufacturer, to assure they are the actual parts, casting aspersions on two separate Dodge service centers, implying that they had not sent the ball joints that caused all the problems, costing us over $3000 to repair. They also have not responded to the rear brake adjustment we had to have done just one week after their repairs, at a cost of $108. We feel Brake Check is just delaying as we are retired senior citizens on a long road trip just passing through Texas who will eventually give up and go away. Is this their business practice? There is also the sales competition among their stores that we heard a manager discussing on the phone during the seventeen hours we spent in their stores. It may explain our original $2000 bill after coming in with a simple growl in our front brakes. Did we even need the front end work which ended up costing us another $3000 to repair? We feel Brake Check should reimburse our expenses to fix and repair their work.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:I'm not sure what visit [redacted]is referring to in the cursory response he submitted. The work I purchased was done at Brake CheckResearch and it was [redacted] who referred me to [redacted] 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. [redacted] made adjustments. That 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 $55 on top of the $1,497 Ialready paid). After that he told methat I should go back to Research if it happened again because [redacted] was"always sending his problems over and should be able to fix themhimself." NOT because there was noissue to be fixed as [redacted] 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 1 part on my invoice when 2 were replaced and I was told all parts havelifetime warranty? NONE. Period. The records speak for themselves. Someone from higher management or at leastcorporate customer service needs to review them and actually contact me. [redacted] did ask for a list ofeverything/problem I had but only addressed the trunk liner and it still isn'tright. I 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 [redacted] 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 [redacted] was at least calm and respectful no matterhow frustrating things got. Theexperiences I had when [redacted] was manager, [redacted] Smith's calm demeanor, theservice from [redacted] and the other [redacted] (from Round Rock I think) and [redacted] inCedar Park were the only reasons I kept giving them more chances to correctthings. Honestly, 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/turns. I 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,
[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 $64.88. 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 $64.88. - [redacted] Corporate Director
Complaint: [redacted]
I am rejecting this response because of neglect on behalf of Brake Check employees. During the first alignment the employee conducted the alignment and then told me they could not do the full adjustment because the vehicle needed the camber bolt kit. Due to Brake check performing a partial alignment without prior approval from me, this caused the outer part of the tires to wear down in less than 500 miles. If the partial alignment was not conducted the tires would not have worn. Also, due to this misalignment this may have caused the ball joints to wear out. Usually worn ball joints cause inner tire wear and not outer tire wear. Brake Check did not state there was an issue with the ball joints until after the third visit and the tires were worn. If I knew the ball joints needed to be replaced prior to the alignment this service would have been made and then the alignment would have been conducted. It does not make any sense to pay for multiple alignments if suspension work and camber bolts needed to be completed because this would cause misalignment so I would have had all the work completed prior to making any alignment to save time and money. I must continue to seek remuneration due to Brake Check's negligence.
Regards,
[redacted]
After having thoughtful conversation with [redacted], he is going to consider a future visit with me here at store[redacted] next time he needs service on his vehicle. He did compliment the open bay procedure we have as a company. He did mention the team at store [redacted] did a great job presenting the needs and recommends...which gave him the confidence to do business with us as a company. Was even a bit surprise the brake pads were as bad as they were. He will consider the offer of re-bleeding the vehicle ...Was thankful for our conversation as well as reassuring any future visits. He has my phone numbers for any future concerns. We are both looking forward to meeting in the near future. One of his vehicles is going to need service in a few weeks. [redacted] will consider coming here to store [redacted]. - [redacted], Corporate Director
Complaint: [redacted]
I am rejecting this response because: ( see attached )
Regards,
[redacted]
An attempt to contact the customer was made on July 13th, at 4:35pm. A message was left with the customer with no response. - [redacted]
Complaint: [redacted]
I am rejecting this response because: Brake Check did not make repairs to my vehicle, even though their response makes it seem like they did. Also, Brake Check did not address my request for a refund for the services that caused the damages to my vehicle. I am seeking a full refund for those services, because of: the damages it caused to my vehicle, the stress and anxiety caused to me personally, and the front passenger side brake squealing was not fixed even though that was the sole reason I went to Brake Check on 06/09/2017.
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]
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]