Brake Centers of America

Thank you for the opportunity to respond to the complaintI did try to satisfy the customer within two hours of the complaint but instead the customer chose to have his vehicle repaired elsewhere and I truly wish he didn't do that because I know if given the chance he would have been totally
satisfied with our serviceJust like anyone else that has had any issue with our service over the last years
Attached below is my responce to himI didn't make issue of his statement that we do not machine rotors which is not true*** *** *** store has three brake lathes on the premisisWhat must have been said is that we do not machine rotores below discard specifications and at that point have to be replacedBeing that his wife is the one that we talk to I believe something may be lost in translation
My employee may have been frustrated on the phone being that he couldn't bring the vehicle in right away because we were over booked and could have been more patientI told the customer that I dismissed a long tome employee because of how he was rudeI also told him that I would personaly book his vehicle into the shop in the future and offer a discount on future repairs
Furthermore If the vehicle needed brakes and rotors a year ago and it needed them again there is likely somthing that is causing the rapid pad wear being a problem with the vehicle or severe driving conditionsWe do not use cheap brake pads we stock *** brand brakes for ceramic brake pads for this vehicle
Again I responded within two hours of the complaint and could have repaired the vehicle for free the very next morning but the customer chose to have the vehicle repaired the next day elsewhere.
Dear ***
I wish that you didn’t chose to have your vehicle repaired
elsewhere and given me the opportunity to repair your vehicle under warranty, I
would have been glad to do that
It is true that we were backed up with repairs on Tuesday
and Wednesday at the *** store but I could have gotten you into the *** store immediately
You sent me an e-mail complaint on 9/which I responded to
within two hours asking you to allow me to satisfy you but you chose to have
the repair made elsewhere the following day
I have dismissed the individual that was rude to and hung up
on your wife, I have no tolerance for that type of behavior, that is not how we
run our business and you have my apologies for that our representative being
rude
I hope that you would consider us in the future I will be
happy to help you out with outstanding service at a discounted price
personally
*** ***

Complaint: ***
I am rejecting this response because:
I will say that he did try to fix it, but too little to late I will copy the emails sent to Summarize We took the car to the *** shop We took it back there a few times soon after the work was done The brakes were squealing from the second day of use, and when they looked at them were told they were fine and just needed to be cleaned They were cleaned and were fine for a day or so, but started squealing againMy wife drives her car for work with the *** ** **, and needs her car daily, and puts on a lot of miles on her carAfter I went without an appointment, and couldn't make it back that day, my wife attempted to make an appointment that Tuesday, when the Tech, was no help, and after my wife asked to make an appointment, she was told, no no not to Thursday she was then hung up on by this time the noise of grinding metal was so bad she called for a tow truck to get the car to a local shop, as it was un safe to drive,she needed to pick up our kids from school, and get to work that after noon.Wait ting was not an option We never called the *** store, and I couldn't believe that he wanted us to go back to the *** shop, where we we unsatisfied to begin with, and makes me wonder who if anyone was terminated I, when asked said well if you want to make things right, pay for the brake parts at the other shop, not the labor or tow, but now think they should pay for them too As far as something else wrong with the car? maybe the brakes were not done correctly to start, or maybe they never changed the rotors and just slapped on new pads to the old rotorsall I know is I paid over $in one year for brakes we have had the car since new in 2002, and never had this problem before now the copies
Sincerely,
*** ***

Unfortunately there is not much that I can do to cure skepticism,
I will have to let my record speak for itself. Our [redacted] store has never
received a Revdex.com complaint in 20 years servicing many thousands of customers THIS
IS THE FIRST ONE and this customer wouldn’t have a complaint if he gave us an opportunity
to make things right, the repair would have been made immediately at the [redacted] store. If we said we replaced the rotors, we did and I promise you
the employee that was rude was fired. I am a man of integrity and my record
shows that I run my business that way as well.
The customer may have had an initial brake noise but then
drove over 16,000 miles without a complaint.
If the customer refused to go back to the shop that serviced
his brakes and decided to go elsewhere there is nothing that we can do for him.
(You can’t buy a [redacted] and take it to a [redacted] dealer and send [redacted] the bill,
even if there was a two day wait). The servicing garage and should have advised
him of this also.
I am truly sorry that the customer chose not to bring the
vehicle back into the [redacted] store for an immediate repair and chose to go
elsewhere, leaving me little to offer but a future discounted brake repair.

Review: Less than a year ago, I put new brakes on my wifes minivan. Rotors, pads as your tech said they do not turn rotors down. A week later the squealing was bad enough to take them back. The manager said they were fine and need to be cleaned which they did. A few weeks later same squeal, brought it back and they were fine again. Brought them back again, and still fine. Sat 8/30/14, at about 10, I brought them back because the metal on metal grinding was very bad, and bad meaning you could hear the grinding crunching metal. I was told ,cant see you till after 1:00. Which was understandable seeing as a few people were already there. Well we didnt get back there went home parked the car and was going to bring it in after the Monday holiday , so this morning my wife calls. She was greeted with English 1/2 Spanish and stated the problem, and the person on the phone didnt at first answer her, she then said I need to bring it in, can I make an appointment, no no, not till Thursday, and then hung up. We spent over $400.00 in the [redacted] shop and have had nothing but problems since, so much so that we had it towed to a local shop to fix it. I have used you before and you were ok. It was a different manager then, so maybe thats the issue. Either way, the 12 month warrantee is up next month, and a little over on mileage, as my wife uses her car for work with the [redacted] which involves lots of driving. I cant tell you the aggravation this has caused. I would give you the warrantee number but I am at work and dont have it in front of me. Feel free to email me atDesired Settlement: Seeing as he offers to fix it, but at the same shop that I had the issue, and after it being UN-drivable, I asked if he would meet me on the cost of the parts at the other shop. Seeing that labor cost would be the same or similar for his shop too.

Business

Response:

Thank you for the opportunity to respond to the complaint. I did try to satisfy the customer within two hours of the complaint but instead the customer chose to have his vehicle repaired elsewhere and I truly wish he didn't do that because I know if given the chance he would have been totally satisfied with our service. Just like anyone else that has had any issue with our service over the last 25 years.