Rose Brothers Garage

Review: On friday June 12 2015 I read a newspaper ad for a $24.95 oil change at Rose Brother Garage. They did the oil change and told me I needed 2 new lower ball joints on my [redacted] with 60,900 miles on it and asked me if I did any off road driving with it which I answered no. They also noted I needed a front brake job with new rotors necessary along with brake pads. The total cost for this work would be $850.00, $450 for lower ball joints including front end alignment plus $400.00 for front brake job.

This seemed like alot of money so I took my car to a another garage to check out the above problems. They put the car up on the rack and test drove the car. They found that there was no problem with the front lower ball joints and the front brakes needed brake pads only with new rotors not necessary. They mentioned that even if the front [redacted] joints were bad that no alignment is nessary if work done properly. To end my complaint the oil change ended costing $34.95 and not $24.95 as advertised.

I understand being in your own business can be tough but making false calls for work that is not necessary is fradulent. I am a recently retired [redacted] , [redacted] and don't like being scammed plus this type of activity will hurt others in the future . I sent Rose Brother's Garage an email stating my concerns but have not heard from them. Thanks for your attention to this matter.

[redacted]Desired Settlement: Don't advertise low oil price changes and then try to rip people off making up car problems that cost alot of money and might never be done because there is no problen i.e lower front ball joints.

Business

Response:

Dear Mr. [redacted], I am sorry to hear your experience at our repair facility was not what you expected. At Rose Brothers, we try our best to give you the best possible experience we can. It is very difficult to be perfect, but we really do try. The men I have in Rose Brothers [redacted] are hand picked by me they are quality people with high integrity as well as professionals in the automotive repair field. I will be very happy to look at your vehicle and show you why the ball joints are recommended. I talked to [redacted] my manager and [redacted] the technician who worked on your car the day you had service. [redacted] told me he has tried to call you to discuss the complaints you have, but no one has returned his calls. I tried calling you after collecting all the details and have also not received a return call. [redacted] told me he asked you to come out in the shop and show you what they found wrong with your car while it was up n the air so you could see the play in the ball joints and wear on your brake pads. He told me you said it was not necessary and therefore we did not get to explain and show you what was physically wrong. Because of this incident, I told him to show every customer from now on why the parts and services are recommended whether they want to see or not. [redacted] is my lead technician and is very thorough and absolutely 100% truthful as are all of my technicians. They know if any dishonesty occurs they will be fired. My business is based on trust and if that trust is violated we will go out of business. I have been in business for 22 years in [redacted] and the [redacted] store is a duplicate of the [redacted] Business model. As to the second complaint of the oil change price, I asked [redacted] about that, He told me he was not aware that you had that coupon, If he had known he would have honored it. the 24.95 oil change price. We have multiple coupons out at any time, if someone does not present the coupon at the time of service , our normal price applies which is approximately 34.95 with tax. As far as pricing on Brake services we only repair brakes one way, new rotors, brake pads and usually a brake flush. We guaranty our brakes for 3 years or 36,000 miles against warping, noise, rust or wear. If I turn your old rotors and they warp, make noise or have any other defects there is no warranty. Over the years I have seen hundreds of unsatisfied customers from other garages come into our shop angry because they had there brakes done 10-20k miles ago and their brake were warped and needed new rotors, pads and hardware. they spent 250 to 350 and now in 1/4 of the expected lifetime of the brakes had to spend 450-600 for new brakes again. To me this is unfair and in truth penny wise and pound foolish. In closing I would like to have you come down for a re inspection on your vehicle and to give you your discount on the oil change and free oil change for future use. I would like to meet you to explain my repair philosophies and why we do certain things certain ways and also because we truly care about our customers. If you would like to talk, give me a call at [redacted] Sincerely, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely, I met with the owner [redacted] and went over the issues with him to my satisfaction on 6/25/15.