The Brake Shop & Auto Repair

I tried calling our customer numerous times and left messages in order to speak to her about her concern.  She did not return any of the calls.

Her vehicle was towed to us with a flat tire regarding the mentioned service. We addressed the vehicle within 30 minutes of it arriving at the shop, but before I was able to call her, she called us. I informed her that there was a nail in the side wall, the tire was not repairable and would have to be replaced. I said I would have to call and order a tire and due to the time of day it was likely we would not receive the replacement that day and I would have it finished for her the following day. She said she understood and to just let her know when it was done. I special ordered the replacement tire as soon as we hung up. My tire supplier informed me they would have to get the tire out of a separate warehouse and I would receive it the following day, likely early afternoon.  The following day she called the shop around noon, to which I informed her of the special order situation and that we were scheduled for delivery between 2 and 3pm and I would have the vehicle finished as soon as the tire arrived. She was ok with that and told me she had plans for the afternoon and would pick up the following morning. I said that was perfectly ok, but we would still have the vehicle done that day in case her plans changed.

 At this point I did not have an exact price on the tire as it was a special order, though it is shop policy to do no work without a price quote and approval, this was an extenuating circumstance.  The tire arrived shortly after 2pm and the vehicle was completed around 230pm.

She called the next day around 1:30-2:00 to ask if her car was done. I informed her that as promised it was finished the day before. She came in shortly after and had no complaint about the cost, or the time of completion.

 I would still like the opportunity to communicate in person with her, she has been a long-time customers and we appreciate her loyalty and business.

 

The Brake Shop and Auto Repair has over 1,300 positive Sure Critic reviews, most of which are due to our exemplary customer service and would like to be able to further prove this to her.

  I spoke with Mr. Marsters this morning and explained to him that when his vehicle was test driven there was a brake vibration coming from the rear brakes. Upon further inspection it was determined that the rear brake drums were warped. There was a breakdown in communication during the explanation of the concern.  Mr. Marsters was told his drums were too big. What was meant by this was that we could not resurface his brake drums to remove the pulsation because they would have exceeded the maximum allowable limit by the manufacturer.  After explaining this to Mr. Marsters he understood what I meant. I apologized and reassured him that we take our reviews very seriously and that we take great pride in being very honest about what is needed and not needed on the vehicles we repair.

I spoke with Joseph in regards to his concerns with his recent visit to The Brake Shop & Auto Repair. He explained how he was very satisfied with the level of service he initially received. However, a few days later his low tire indicator came on.  When he stopped by to have it checked, he backed into a guard pole surrounding our air conditioning unit when I asked him to pull his vehicle to the front of our bay doors. I expressed my concern as it was unfortunate that he had to stop back and secondly, I should have pulled the car around for Joseph.  I asked him to come by and allow myself to review his invoice for the body work needed for the incident.  Joseph stopped by the shop and we offered to pay for some of the body shop invoice and give him a credit for future services.  Joseph was pleased and accepted the offer.  Joseph also stated that he would re-rate his service on the Sure-Critic website.  We look forward to servicing Joseph's vehicle and greatly appreciate his understanding of the situation.

Jason Stem
Manager

We ordered in a new headlight assembly for Helen & Steve and installed it on Tuesday (10/14) for Steve at no charge.  Steve was pleased and very happy that it was done at no charge.  We apologize for any inconvenience and we are grateful that they still would recommend us.