Copy of letter written to the President of the Company
For of all, I know this is waste of my time to write this because nothing will be done about. On Dec. 3rd I took my truck in to have the brake pads changed and the disc and drums turned. I also had the lines flushed. When I left the store the brakes worked perfectly and I was satisfied with the work that was done. On Dec 12, and less than 350 miles later, I was driving home in the early morning hours when I came to a stop and observed smoke coming from the front of my vehicle. I checked and found the front left brake caliper on fire with flames coming out of the wheel well.
I was able to get the fire out and make it home without further incident. I could smell the burning coming from the wheel well and the brakes were extremely hot. I called that morning and spoke with Dan the manager about the problem and he stated to bring it in.
I probably would have made an arrangement to get the customers vehicle to the shop without having the customer drive it, cuts down on liability and law suits if something were to happen.
However, I did get the truck to the shop. I explained to Dan exactly what had happened and left the vehicle. A couple of hours later I received a phone call from Dan and received the news that is causing me to write you now. The problem was not brake checks and it will cost me another $250.00 to fix it. Supposedly a hose collapsed and then I received the real motto of brake check.
Mr. Peveto, here is how your company works. A customer brings in their vehicle for routine maintenance and a tech gives you this long list of everything that is needed to bring the brakes to factory specs (brand new). This means replace everything, even if it really doesn't need.
This is Brake Check covering their a*s against any future problems like mine. Now I can accept responsibility if something were to break that Brake Check didn't have anything to do with. On the 3rd I had the lines flushed and refilled.
On the 12th and less the 350 miles later, one of these lines supposedly collapsed and caused the brake pad to press up against the disc and cause the fire. Dan even denied there was a fire, now I am being told that I am lying and maybe I just thought I saw a fire. Dan stated he could tell that the brake pad had been discolored by high heat.
Well Dan, what is fire, high heat? He did finally admit that the paste substance that was put the back of the pad did appear to have been bubbling. Now he is retracting the fire theory but you have already accused a customer of lying.
Mr. Peveto, at this point I am extremely mad about this situation because I am being told that I was giving the opportunity to replace these hoses but since I didn't its not brake Checks fault.
Dan also stated that he had a degree in automotive repair, which is saying I am smarter than you. So now I have basically been called a lair and dumb a*s. He stated that the hose collapsing is a hydraulic problem and that Brake Check didn't do anything to the hydraulic system on my first visit.
Well I to have a college degree and common sense tells me that when you flush the lines, you are in fact doing something to the hydraulic system and I believe a court of law would also see it that way. After arguing with Dan for about 15 minutes, I realized I was not getting anywhere.
You should be proud of your employee; he was fighting and quoting company policy all the way. He forgot one good rule of business that my grandfather taught me years ago "The customer is always right".
Your employee was not concerned that I was an unsatisfied customer; he was only concerned about making a buck for your company. He had no desire to try to resolve this matter at all. He stuck to his guns, Brake Check is right and your wrong and it will cost you another $250.00. Dan very sarcastically asked me "do you want me to give you the parts for free?" and then stated that I could not prove that the fire was caused by anything that Brake Check did.
The evidence is inconclusive however the probability that Brake Check does have some negligence exist. In response to Dan's smart a*s comment about do I want the parts for free, I responded by saying fix the brakes according to Brake Checks recommendations and do what you think is right about the price.
When I picked up the truck I was informed that $30.00 had been taken off and the total price was $228.32. This is a total insult. What was the $30.00 for, I was never told. Well my wife wrote the check and I left your business feeling like I you did do it right, right up my a*s. My wife was also furious about this and she has already been emailing everyone on our mailing list about this experience.
Mr. Peveto, I will tell you one thing she is relentless, once she locks on she will not let go. She and I feel that as consumers we should have rights as well and Brake Check should have enough integrity to accept more responsibility than this.
I would have paid for the parts if Brake Check would have covered the labor but since I was insulted by given a deduction of $30.00 for whatever, my wife is calling our bank tomorrow and canceling the check. I told you she is relentless. After Christmas I was going to bring her vehicle in for brake work but she has nixed that ideal. I feel this letter is probably not going to do any good but maybe it will let you know how upset I am with your company and I plan on telling my family and friends about my experience.
With the holidays coming up, I will be seeing a lot of them. If you want to offer a resolution then I will listen. Lets see if you really do it right.
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