Kalamazoo Motor & Transmission, Inc.

Dear Mr***, 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 *** *** 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 *** my manager and *** the technician who worked on your car the day you had service*** 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. *** 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. *** 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 years in *** and the *** *** store is a duplicate of the *** Business model. As to the second complaint of the oil change price, I asked *** about that, He told me he was not aware that you had that coupon, If he had known he would have honored it. the oil change price. We have multiple coupons out at any time, if someone does not present the coupon at the time of service , our price applies which is approximately 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 years or 36,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 to and now in 1/of the expected lifetime of the brakes had to spend 450-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 *** Sincerely, *** ***

Revdex.com:
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.
[redacted]