I am sorry you feel you you had a bad experience with us. We have tried twice to call you to get a better understanding of what you feel we did wrong. When the vehicle was brought in your concern was the vehicle was shaking. We preformed an inspection and found the brakes were worn out and the rotors had significant lateral runout causing the shaking you were feeling. We recommended replacing the front and rear brake pads and rotors.
However to get a little more in depth, you have a Ford F150 where the amount of labor to remove the brake pads on the front is more significant than most pickup trucks. Due to the lateral runout and the thickness of the rotors, the rotors and pads on both the front and rear needed to be replaced. We gave your son the option of replacing the rotors with an option that will make doing the brakes significantly cheaper the next time or we could put on the rotors that were original equipment which would be a cheaper option now, however the next brake job would require a higher amount of labor. The most expensive option would have been $1150.00 with the updated rotors for the front. This includes front and rear pads and rotors for the rear and includes tax and labor. With the original equipment rotors it would have been $990.00. Your son was notified of the pricing and he left tellingd us he would return after Christmas to get the work done.
Since then we have heard nothing from you until now. I do not know what would have cost $5000.00 to repair. Everything that we work on has a nationwide 2 year 24,000 mile warranty, and we stand behind everything we do. If you would like to discuss any of this further please do not hesitate to call us.
1. Front brake pads...you charged $121 ?
I would have agreed to $80.00 or less.
2. Front brake rotors..you charged $136 ?
I feel $50 each would have in order.
3. There was no need to change calipers
cushions. You charged us $5.54
4. You charged us $3.66 for brake fluid?
Was there a lot of fluid bleeding?
5. Wheel balancing $60.00 ?
Others would have done it for $10 each.
Since the front brakes were worked on,
it should have been only the front
wheels to be balanced. Who gave the
okay for all wheels to be balanced?
6. There was nothing wrong with the
rear brakes. We went to your auto
shop for the front brakes only. Who
gave the okay to check rear brakes?
Not me. You charged us $47.50 just
to look at the rear brakes.
Let me start by saying we always use the best quality parts whenever we can especially when it comes to the brake system due to the fact that it is a safety issue. Also we use the best Napa brake parts because we offer 2 years/24,000 mile warranty on everything we do.
I am not certain where the miscommunications happened with the work on your son's car. We preformed a full brake inspection on the vehicle which included a run out check on the rotors since your son's concern was that the pedal pulsed when he stepped on the brake pedal. We found that the rotors would not be able to be machined because the run out was so great that it would put the rotors below minimum specifactions if machined. Wayne described the work that was needed to be done which included front brake pads, brake rotors, clean and adjust the rear brakes due to excessive brake dust we found and the shoes were severly out of adjustment.
Also while your car was on the rack we found abnormal front tire wear that we informed you about, and recommended an alignment, rotation and balance of the tires. All of these things were approved by both your son and yourself and the total amount was given to you at that time.
Once the work was completed, Matthew went over the bill with you and your son and asked if you had any questions. I feel that Wayne and Matthew communicated everything clearly to you, but perhaps it was lacking somewhere. I have attempted to contact you multiple times to discuss this and would still like to at some point.
We have meet the criteria for AAA to be an authorized repair facility. We have submitted all the paperwork that AAA requires and we are waiting for their response. The AAA rep said this could take up to three months for completion.