Brooks Homes

Initial Business Response / [redacted] (1000, 9, 2017/11/22) */ I contacted the company, and the manager explained this situation was a misunderstanding, the company put a rack & pinion at no charge, and consumer is satisfied Initial Consumer Rebuttal / [redacted] (3000, 11, 2017/11/23) */ The company contacted me and they said if I pay for the new part they would put it in for free, we went and bought the new part and they did put it inThey were rude to my husband , and when I left and the next morning when I went to work The steering still had the leak!! I was in shock! Everyone wanted us to take it back and let them know that they still did not analyze it correctly and by this time my husband did not want to go back to them, obviously they did not know what was causing the steering leakWe had Already put in a new steering pump, the new hose he said for $would fix it then it didn't And then he said a new rock and pinion would do it so we bought the part for $and low and behold It Still Leaked!! My husband took the van to [redacted] in Griffith Indiana and they said the return hose was the problemThey fixed it for $It has been almost two weeks and yes [redacted] Company finally analyzed the problem correctly!! Thank YouRoberto and Angela [redacted] Final Business Response / [redacted] (4000, 14, 2017/12/09) */ Thank you for sharing the customer's update and information about their continued concern Upon receiving this most recent update, I, [redacted] (owner of Pat's Frame and Axle) called the customer directly to discuss options for resolving the ongoing issueI spoke with Mr [redacted] The conversation was productive and he explained that he was disappointed that the process took so long and wasn't addressed in one visitAnd we agree! Unfortunately when working on almost any mechanical equipment, issues that were not present during the initial inspection (the rack-and-pinion) only appear after the first issue has been fixed (the power steering hose) Admittedly, we should have found the second issue before the customer's vehicle left our propertyThis is why we apologized and offered to install the rack-and-pinion for at no cost (a value of approximately $200) Regardless of if we would have fully diagnosed the problem fully on the first visit, all parts replaced needed to be fixed to address the complete issue We apologize that we didn't meet the [redacted] ' expectations and are happy to hear Debo's was able to resolve all remaining issues they were having We could have - and should have - done better in serving them

Initial Business Response /* (1000, 9, 2017/11/22) */
I contacted the company, and the manager explained this situation was a misunderstanding, the company put a rack & pinion at no charge, and consumer is satisfied.
Initial Consumer Rebuttal /* (3000, 11, 2017/11/23) */
The company contacted...

me and they said if I pay for the new part they would put it in for free, we went and bought the new part and they did put it in. They were rude to my husband , and when I left and the next morning when I went to work The steering still had the leak!! I was in shock! Everyone wanted us to take it back and let them know that they still did not analyze it correctly and by this time my husband did not want to go back to them, obviously they did not know what was causing the steering leak. We had Already put in a new steering pump, the new hose he said for $325.00 would fix it then it didn't . And then he said a new rock and pinion would do it so we bought the part for $200.00 and low and behold It Still Leaked!! My husband took the van to [redacted] in Griffith Indiana and they said the return hose was the problem. They fixed it for $250.00. It has been almost two weeks and yes [redacted] Company finally analyzed the problem correctly!! Thank You. Roberto and Angela [redacted]
Final Business Response /* (4000, 14, 2017/12/09) */
Thank you for sharing the customer's update and information about their continued concern.
Upon receiving this most recent update, I, [redacted] (owner of Pat's Frame and Axle) called the customer directly to discuss options for resolving the ongoing issue. I spoke with Mr. [redacted]. The conversation was productive and he explained that he was disappointed that the process took so long and wasn't addressed in one visit. And we agree!
Unfortunately when working on almost any mechanical equipment, issues that were not present during the initial inspection (the rack-and-pinion) only appear after the first issue has been fixed (the power steering hose).
Admittedly, we should have found the second issue before the customer's vehicle left our property. This is why we apologized and offered to install the rack-and-pinion for at no cost (a value of approximately $200).
Regardless of if we would have fully diagnosed the problem fully on the first visit, all parts replaced needed to be fixed to address the complete issue.
We apologize that we didn't meet the [redacted]' expectations and are happy to hear Debo's was able to resolve all remaining issues they were having.
We could have - and should have - done better in serving them.