We are very sorry to hear that things didn't work out for this customer. In this particular case, it was his first time here and he came in with a Groupon. We didn't know him on a personal level, like we do most all of our regualr customers, so we were not willing to take the risk of the oil filter housing breaking (they get very brittle) without his pre-authorization. In this vehicle, the oil filter housing has to be removed in order to change the oil filter and we did try our best and didn't want to risk the housing breaking and then the customer's vehicle would be down until part was replaced. With a Groupon, the vehicle is here for a limited time also. Please contact us with any other questions
The charge was for a complete front and rear brake jobs, the vehicle is over 2 1/2 years old (man date 6/12) with over 58K and that is the correct time for a brake job due to the corrosion on the calipers. We used the word "frozen" in this industry which means calipers are corroded and don't slide properly which was the case. We do not talk to customers poorly, we talk to all customers the same whether in the business or not. We know what most of our customers do for work and that doesn't matter to us, we handle each customer the same and with respect. We would never use any parts purchased online, due to too many mistakes and very poor quality. Our prices are competitive with any Good Quality oriented repair shop. We did complete the tire rotation first as asked by customer and called customer about brakes and by that time tire rotation was complete and vehicle out of the bay. We heard from customer to continue with brake job, but we chose to refund customer as a customer service issue. We did not and would never forgot to bleed brakes after completing a brake job. The only reason we did again the 2nd time was to please customer and measure brake pedal travel again to show there was no problem found and we explained that to customer.