USA Brake & Auto Repair

always surprised !

I live in Richland and take the extra drive to USA Brakes because the customer service is amazing! I stopped in for an oil change and the wonderful owner Mirco came out and was helping customers. I always feel confident bringing my SUV here. Keep up the good work !

Review: I am a regular customer at this business. I went in on 11-17-14 for an oil change, along with my mother in law, cousin and 1yr old daughter. My mother in law and I were talking when the owner of this business yells at my mother in law "Excuse me can you lower your voice, I can't hear on the phone" in a EXTREMELY RUDE tone! I asked him if he had already started working on my car if not so I could leave immediately. Unfortunately they had already started and I had no choice but to wait. I explained to him this would be the LAST time I would ever go to his business and pay my money. He stated "I don't need your money" I let him know that I would be contacting the Revdex.com and he said that was fine. That he has cameras and they record everything. I'm 37 weeks pregnant. This man got me so upset, I know that's not good for my pregnancy. Also I did not appreciate this type of tone in front of my 1yr old! I really hope I can get some help with this because he should NEVER be allowed to speak to anyone like this!Desired Settlement: I only paid for my oil change because I didn't want to make the problem bigger. I would be very happy if I could get a refund for $33.31 that I paid

Business

Response:

This customer has been a customer here for a few years, coming in once a year for her oil changes. We appreciate her repeated patronage. On this visit, we were very busy and the waiting area was full. There is six seats in our waiting area. This customer and her mother in law were sitting in the two seats farthest apart. The issue that she has filed this complaint for is as follows. Her mother in law and the customer were yelling at the child and back and forth to her mother. Our waiting area is also our office. The owner of the company was on the phone with a customer and was not able to communicate clearly due to the above normal communication. She was politely asked to please keep the noise down. The customer then became very verbally abusive to the owner and was very disturbing to the other customers. I personally witnessed the abusive manner it which this customer spoke to our owner. We had already began to perform the service on her vehicle. While the customer was waiting for vehicle to be completed, she continued to raise her voice while demanding for the owner not to speak to her. In my opinion, this customer was out of control. The owner went to the shop to check on the status of her vehicle and when he came back to the office she began yelling at the owner again. We went to cash her out and on the back of her debit card on the signature line it said see id. We asked her for her id and she refused. We explained that we cannot accept payment with verification. She again became louder. We just wanted to complete her service and let her leave. She finally complied and left. Then she came back in and began yelling at the owner, threatening to call the police, when she had the opportunity to leave, she did not. She also had her daughter with her. The customer's child was playing in the door ways and we had politely asked her to keep her child away from the doors as one door opens the other doors may move without notice, we are concerned for her daughters safety. She made no attempt to remove her child for her safety. Unfortunately in this case the customer was out of control and very disrespectful. We are not willing to refund her money for her oil change as we performed a service and there was no problems with our service. Please note that everything in and around our business is video. The cameras are here for review for the next 29 days. We certainly encourage your review of our videos to confirm who was the aggressor and it will also prove that the customer was out of control and abusive. We respect the fact that everyone has a bad day, however the customer in this case, is at fault.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received, your complaint will be closed Administratively Resolved]

Revdex.com,

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,