I received your letter of a customer concern with your id it of [redacted].I have reviewed this incident and will briefly lay out the history leading to this concern. Mr. [redacted] had a front brake service performed (ie replace front brake pads & resurface front brake rotors) on 05/08/15 with a...
vehicle mileage of 120283. Ref, doc. #[redacted]. The next brake related service was on 03/15/16. I believe the issue was brake pulsation. At this service the front brake rotors were found to be warped causing the pulsation. Brake rotors are assigned minimum thickness specifications which dictate weather or not they are candidates for resurfacing to solve the pulsation complaint. At this service the rotors were notable to be resurfaced due to these limits, We recommended that the front brake rotors be replaced. As indicated on doc. #[redacted] with a vehicle mileage of 134511 the front brake rotors were replaced, We billed Mr [redacted] for the new rotors. We did not bill any labor for replacing the rotors even though the problem with the rotors was not due to any action of ours. The latest service on doc. # 195289 with a vehicle mileage of 153355 included front brake service & replacement of the frontbrake rotors. The front brake pads were at this time worn out & there was also a complaint of brake pulsation. We billed Mr [redacted] for the ft brake service & replaced the front brake rotors at no charge. At this time the rear brakes and rotors were also replaced due to being worn out and the rear brake rotors too rust damaged to be resurfaced. We have acted in good faith & attempted to treat this customer in fair way, Mr [redacted] was indeed erroneously told the incorrect current vehicle mileage. This however was not an attempt to deceive but simply human error, if understand the complaint correctly, had Mr [redacted] received another 10,000 miles before needing new front brakes he would have been satisfied. This perceived shortfall amounts to about 25% of what would have been acceptable, We have honered all warranty obligations, however we are willing to concede a billing adjustment of 25% of the front brake service. The front brake service was billed at 169.95. The concession amount would be 42.42Sincerely [redacted]
I am willing to consider this matter closed if Business indeed pays $42.42. Thank you, [redacted]
I received your letter of a customer concern with your id it of [redacted].I have reviewed this incident and will briefly lay out the history leading to this concern. Mr. [redacted] had a front brake service performed (ie replace front brake pads & resurface front brake rotors) on 05/08/15 with a...
vehicle mileage of 120283. Ref, doc. #[redacted]. The next brake related service was on 03/15/16. I believe the issue was brake pulsation. At this service the front brake rotors were found to be warped causing the pulsation. Brake rotors are assigned minimum thickness specifications which dictate weather or not they are candidates for resurfacing to solve the pulsation complaint. At this service the rotors were notable to be resurfaced due to these limits, We recommended that the front brake rotors be replaced. As indicated on doc. #[redacted] with a vehicle mileage of 134511 the front brake rotors were replaced, We billed Mr [redacted] for the new rotors. We did not bill any labor for replacing the rotors even though the problem with the rotors was not due to any action of ours. The latest service on doc. # 195289 with a vehicle mileage of 153355 included front brake service & replacement of the frontbrake rotors. The front brake pads were at this time worn out & there was also a complaint of brake pulsation. We billed Mr [redacted] for the ft brake service & replaced the front brake rotors at no charge. At this time the rear brakes and rotors were also replaced due to being worn out and the rear brake rotors too rust damaged to be resurfaced. We have acted in good faith & attempted to treat this customer in fair way, Mr [redacted] was indeed erroneously told the incorrect current vehicle mileage. This however was not an attempt to deceive but simply human error, if understand the complaint correctly, had Mr [redacted] received another 10,000 miles before needing new front brakes he would have been satisfied. This perceived shortfall amounts to about 25% of what would have been acceptable, We have honered all warranty obligations, however we are willing to concede a billing adjustment of 25% of the front brake service. The front brake service was billed at 169.95. The concession amount would be 42.42Sincerely [redacted]