Surrey North Auto Repair

This is a response to Revdex.com complaint # [redacted] submitted on 10/3/The facts and dates from our shops work orders differ from this customers’ complaint statementThis customer originally came in for a variety of repairs and services on 11/11/2015, WO#***, one of which was replacing the front brakesThere were also other jobs performed that were not related to the brake systemThe mileage of his vehicle on 11/11/at the time of service was 120,I do not show any repairs or services performed on this customers’ vehicle on 3/15/2016, as the customer states as the“date of purchase” in his complaintMy service advisor recalls the customer calling and complaining of brake noise on occasions (sometime between 11-11-and 4-20-2016)My advisor told the customer to come in and he would be glad to take a test drive with him to verify what the noise was and possibly where it was coming fromOn both occasions they took a test drive together and there was no noise present on both test drivesOn both occasions the brakes were working properly as designed, and my advisor was not able to reproduce the noise the customer was complaining aboutMy service advisor did mention the possibility of manufacturer parts being defective, explaining about the brake hard ware compatibility and the various issues that can sometimes occurSo in a good faith effort to resolve the customers’ complaint, we offered to warranty the brake padsHe made an appointment and brought his vehicle in on 4-20-2016, wo # [redacted] and we replaced his brake pads, under warranty, at no charge to the customerThe customer left satisfiedWe don’t recall hearing from the customer between 4-20-until 9-30-If he did call our shop as he stated, our company policy is always to invite the customer to bring their vehicle into the shop so we can address their concernsHe never brought his vehicle into the shop between these datesOn 9-30-the customer came into the shop complaining about brake noiseMy service adviser took a test drive with him, at this time the vehicle had 136,miles on itThe vehicle had been driven roughly 15,mile since the original repair order on 11/11/Our shop warranty is months/12,miles, whichever comes firstThis warranty is boldly stated on every invoice each customer receives when they pick up their vehicleThe service advisor stated it was technically out of warranty (with roughly 15,mile since 11-11-2015) but he offered to do a brake inspection to determine what was necessary to fix his problem The customer started demanding his money backMy service advisor explained it was out of warranty and this was when the customer started becoming hostile towards my service advisor The customer came back behind the service counter/desk and proceeded to get into my service advisors face displaying a hostile and threatening demeanor, demanding his money backAt this point my service advisor told the customer that he needed to leave or he would call the policeMy shop does not tolerate hostility or threatening behavior toward our employees or customers I stand behind the workmanship and integrity of my shopIn a good faith effort to resolve this customers brake problems, I am willing to offer this customer a choice: 1) We are willing to replace the brake pads, one last time, on his vehicleThere will not be any warranty on this work due to the nature of the repair, and extended time period from the date of the original work performed 2) If he does not want my shop to work on his vehicle, and he has another shop replace the brake padsHe can bring in the old brake pads that we installed on his vehicle and I will refund him the cost of the brake pads onlyBut he needs to bring in the old pads that we installed in order for me to refund any money to himThis offer only applies to the brake pads parts, not labor or any other charges he incurs The customers’ desired settlement is unreasonable considering there was non-brake related work performed on his vehicle, and the length of time and miles driven since the original work order on 11-11-My offer to resolve his complaint is a very reasonable offer being the vehicles mileage is out of warrantyAgain, I am willing to make a good faith effort to resolve this persons brake problemsHowever, these offers will only be valid until 11-11-At this date the warranty time frame and the warranty based on mileage will both be expired and this offer will no longer stand

That is reasonable.Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

This is a response to Revdex.com complaint #[redacted] submitted on 10/3/2016. The facts and dates from our shops work orders differ from this customers’ complaint statement. This customer originally came in for a variety of repairs and services on 11/11/2015, WO#[redacted], one of which was replacing the...

front brakes. There were also other jobs performed that were not related to the brake system. The mileage of his vehicle on 11/11/2015 at the time of service was 120,881. I do not show any repairs or services performed on this customers’ vehicle on 3/15/2016, as the customer states as the“date of purchase” in his complaint. My service advisor recalls the customer calling and complaining of brake noise on 2 occasions (sometime between 11-11-2015 and 4-20-2016). My advisor told the customer to come in and he would be glad to take a test drive with him to verify what the noise was and possibly where it was coming from. On both occasions they took a test drive together and there was no noise present on both test drives. On both occasions the brakes were working properly as designed, and my advisor was not able to reproduce the noise the customer was complaining about. My service advisor did mention the possibility of manufacturer parts being defective, explaining about the brake hard ware compatibility and the various issues that can sometimes occur. So in a good faith effort to resolve the customers’ complaint, we offered to warranty the brake pads. He made an appointment and brought his vehicle in on 4-20-2016, wo #[redacted] and we replaced his brake pads, under warranty, at no charge to the customer. The customer left satisfied. We don’t recall hearing from the customer between 4-20-2016 until 9-30-2016. If he did call our shop as he stated, our company policy is always to invite the customer to bring their vehicle into the shop so we can address their concerns. He never brought his vehicle into the shop between these dates. On 9-30-2016 the customer came into the shop complaining about brake noise. My service adviser took a test drive with him, at this time the vehicle had 136,000 miles on it. The vehicle had been driven roughly 15,000 mile since the original repair order on 11/11/2015. Our shop warranty is 12 months/12,000 miles, whichever comes first. This warranty is boldly stated on every invoice each customer receives when they pick up their vehicle. The service advisor stated it was technically out of warranty (with roughly 15,000 mile since 11-11-2015) but he offered to do a brake inspection to determine what was necessary to fix his problem.  The customer started demanding his money back. My service advisor explained it was out of warranty and this was when the customer started becoming hostile towards my service advisor.  The customer came back behind the service counter/desk and proceeded to get into my service advisors face displaying a hostile and threatening demeanor, demanding his money back. At this point my service advisor told the customer that he needed to leave or he would call the police. My shop does not tolerate hostility or threatening behavior toward our employees or customers.
I stand behind the workmanship and integrity of my shop. In a good faith effort to resolve this customers brake problems, I am willing to offer this customer a choice:
1) We are willing to replace the brake pads, one last time, on his vehicle. There will not be any warranty on this work due to the nature of the repair, and extended time period from the date of the original work performed.
2) If he does not want my shop to work on his vehicle, and he has another shop replace the brake pads. He can bring in the old brake pads that we installed on his vehicle and I will refund him the cost of the brake pads only. But he needs to bring in the old pads that we installed in order for me to refund any money to him. This offer only applies to the brake pads parts, not labor or any other charges he incurs.
The customers’ desired settlement is unreasonable considering there was non-brake related work performed on his vehicle, and the length of time and miles driven since the original work order on 11-11-2015. My offer to resolve his complaint is a very reasonable offer being the vehicles mileage is out of warranty. Again, I am willing to make a good faith effort to resolve this persons brake problems. However, these offers will only be valid until 11-11-2016. At this date the warranty time frame and the warranty based on mileage will both be expired and this offer will no longer stand.