We appreciate the opportunity to respond to a customer concern When the customer came in for an oil change we had performed a routine brake inspection This inspection is a visual inspection of the outside brake pad as brakes usually wear evenly on the inside and outside pads Our brake inspection process follows industry standards In very rare cases the pads can wear unevenly When the customer came in a month later complaining of a noise with his brakes we performed a more thorough inspection and it was determined that in fact his inside pads had worn unevenly and needed to be replaced We explained to the customer our inspection process and that his previous brake readings were accurate and that it was another component of the brakes that had failed When the customer left we were under the understanding that the customer was satisfied with the explanation of the issue with his brakes and the work that was performed We would be happy to visit the customer to further clarify the work that was done
Complaint: [redacted] I am rejecting this response because:A brake check means the brakes are inspected for problems I don't believe checking only the one side of brake pads is industry standards It's not By Webb Toyota saying my brakes were good, I believed it and didn't worry that there was going to be a problem That caused extensive damage to my brakes When Webb Toyota said they replaced the brake pads they were just trying to downplay the damage The replaced the pads rotors and calipers And this I did argue with them twice Once when I paid the bill They said they would research the records and call me back They never did so I walked in and talked to someone else in service about this situation, put did not resolve the problem Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
I have been trying to contact the customer with the number we have on file to discuss how we can rectify the issue but have been unable to reach him I will continue to call or he can contact me directly at the dealership Thank you
We appreciate the opportunity to respond to a customer concern When the customer came in for an oil change we had performed a routine brake inspection This inspection is a visual inspection of the outside brake pad as brakes usually wear evenly on the inside and outside pads Our brake inspection process follows industry standards In very rare cases the pads can wear unevenly When the customer came in a month later complaining of a noise with his brakes we performed a more thorough inspection and it was determined that in fact his inside pads had worn unevenly and needed to be replaced We explained to the customer our inspection process and that his previous brake readings were accurate and that it was another component of the brakes that had failed When the customer left we were under the understanding that the customer was satisfied with the explanation of the issue with his brakes and the work that was performed We would be happy to visit the customer to further clarify the work that was done
Complaint: [redacted] I am rejecting this response because:A brake check means the brakes are inspected for problems I don't believe checking only the one side of brake pads is industry standards It's not By Webb Toyota saying my brakes were good, I believed it and didn't worry that there was going to be a problem That caused extensive damage to my brakes When Webb Toyota said they replaced the brake pads they were just trying to downplay the damage The replaced the pads rotors and calipers And this I did argue with them twice Once when I paid the bill They said they would research the records and call me back They never did so I walked in and talked to someone else in service about this situation, put did not resolve the problem Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]
I have been trying to contact the customer with the number we have on file to discuss how we can rectify the issue but have been unable to reach him I will continue to call or he can contact me directly at the dealership Thank you