Burrows Auto Sales & Service

Response to Complaint # [redacted] The [redacted] family has been customers of ours for many years [redacted] mother [redacted] is who normally does the communication with us as her son [redacted] , is just now a legal adultIt is my understanding that this is his first vehicleHis mother explained to me that she would be the one to help him get this vehicle fixed [redacted] had explained to me that they had just purchased this vehicle for [redacted] and they have been having a lot of problems out of itThe first time we worked on this vehicle was April 28, We had installed a radiator in itWhen [redacted] and [redacted] picked up the vehicle we told them that the brakes were horrible and needed to be done as soon as possibleThey asked how long we thought they had because they didn’t have the money to fix them at the momentMy mechanic urged them to not drive it very much until they were fixed but they would last no longer than weeks Exactly weeks later, on May , I received a phone call from [redacted] She said “ You were right! The brakes lasted exactly weeks” She had the vehicle towed to my facility the next day because [redacted] had drove the vehicle until the brakes went completely out On May 10, I contacted [redacted] and explained to her everything that the vehicle needed and the different options in order to get it fixedI let her know, that had he not drove the vehicle until it completely broke, that the repair would have probably been cheaper [redacted] had chose to go with the cheaper option of getting used parts on the left front of vehicle and with us replacing the right front rotor with a new one and to do new brake pads on both sides of the frontShe had said that even with the used parts that they would be tight on funds and asked if I could help them outSince they have been long time customers of mine, I told her that I would let her pay me some of it with her next paycheck On May 12, we had completed the work that we were commissioned to doThe total amount of repairs was $They had paid $and told me that they would pay the balance of $when they got paid again on the 26th of MayAfter they had paid, we went outside with [redacted] and [redacted] and showed them some other parts that would be next on his list to get fixed On May 13, [redacted] had called our office yelling and screamingWe had tried to explain to him again, the other problems with his vehicleHe would not let us get a word in so we were being courteous and were going to wait our turn to speakWe never got that turn to speak, as he had hung up on us and would not answer the phone when we tried to call backThe next time we heard from him was this complaint On Monday May 15,I received a called from [redacted] She asked me for a quote to fix [redacted] rear brakesShe at the time was not aware that he had made a complaint against our companyShe said that she never told us to fix the rear brakes, we were only told to fix the frontShe said that [redacted] should not have spoke out of angerShe had said that they had a mechanic friend of theirs look at it and he explained to him how it could not have been our faultShe said that she would write whatever statements necessary to have this complaint removedI believe that [redacted] ’s statement should be taken into consideration, considering she is the only who commissioned us for the work and all of the communication was with herThe only time that we spoke to [redacted] is when he came to pick up the vehicle and he was accompanied by [redacted] Her contact information is: [redacted] Phone Number: [redacted] Email: [redacted]

Response to Complaint #[redacted]. The [redacted] family has been customers of ours for many years. [redacted] mother [redacted] is who normally does the communication with us as her son [redacted], is just now a legal adult. It is my understanding that this is his first vehicle. His mother explained to me that...

she would be the one to help him get this vehicle fixed. [redacted] had explained to me that they had just purchased this vehicle for [redacted] and they have been having a lot of problems out of it. The first time we worked on this vehicle was April 28, 2017. We had installed a radiator in it. When [redacted] and [redacted] picked up the vehicle we told them that the brakes were horrible and needed to be done as soon as possible. They asked how long we thought they had because they didn’t have the money to fix them at the moment. My mechanic urged them to not drive it very much until they were fixed but they would last no longer than 2 weeks.    Exactly 2 weeks later, on May 9 , 2017 I received a phone call from [redacted]. She said “ You were right! The brakes lasted exactly 2 weeks” She had the vehicle towed to my facility the next day because [redacted] had drove the vehicle until the brakes went completely out.     On May 10, 2017 I contacted [redacted] and explained to her everything that the vehicle needed and the different options in order to get it fixed. I let her know, that had he not drove the vehicle until it completely broke, that the repair would have probably been cheaper. [redacted] had chose to go with the cheaper option of getting used parts on the left front of vehicle and with us replacing the right front rotor with a new one and to do new brake pads on both sides of the front. She had said that even with the used parts that they would be tight on funds and asked if I could help them out. Since they have been long time customers of mine, I told her that I would let her pay me some of it with her next paycheck.    On May 12, 2017 we had completed the work that we were commissioned to do. The total amount of repairs was $416.52. They had paid $220.00 and told me that they would pay the balance of $196.52 when they got paid again on the 26th of May. After they had paid, we went outside with [redacted] and [redacted] and showed them some other parts that would be next on his list to get fixed.     On May 13, 2017 [redacted] had called our office yelling and screaming. We had tried to explain to him again, the other problems with his vehicle. He would not let us get a word in so we were being courteous and were going to wait our turn to speak. We never got that turn to speak, as he had hung up on us and would not answer the phone when we tried to call back. The next time we heard from him was this complaint.    On Monday May 15,2017 I received a called from [redacted]. She asked me for a quote to fix [redacted] rear brakes. She at the time was not aware that he had made a complaint against our company. She said that she never told us to fix the rear brakes, we were only told to fix the front. She said that [redacted] should not have spoke out of anger. She had said that they had a mechanic friend of theirs look at it and he explained to him how it could not have been our fault. She said that she would write whatever statements necessary to have this complaint removed. I believe that [redacted]’s  statement should be taken into consideration, considering she is the only who commissioned us for the work and all of the communication was with her. The only time that we spoke to [redacted] is when he came to pick up the vehicle and he was accompanied by [redacted]. Her contact information is: [redacted]Phone Number: [redacted]Email: [redacted]