The Brake Shop & Auto Repair

We take the safety of our customers very seriously.

·         Every vehicle is sanitized on the inside; including the door panel, arm rest, steering wheel and gear shifter after every service.
·         Our waiting room features a 5’x4’ Plexiglas shield on our counter between our customers and the location of the counter person.  
·         Hand sanitizer is on the counter and after each customer interaction the counter is wiped down with sanitizing wipes.
·         On occasion, due to customers not being able to hear properly through the Plexiglas and a mask, the mask is lowered to be able to clearly communicate their service needs.

William and Brenda have been long time customers of the Brake Shop & Auto Repair and we greatly appreciate their patronage.  We hope to continue that relationship into the future.

 

Thank you,
Jason Stem
General Manager

   I spoke with Mr. Low in regards to his latest visit to The Brake Shop & Auto Repair. He explained to me that he was unhappy with the amount of time it took to perform the State Inspection and Emissions test and the lack of communication from my staff.  I explained to Mr. Low that when vehicles are dropped off with no specific pickup time we assume that the vehicle is to be ready by 5:00 pm.  Mr. Low explained to me that he was never told that when he dropped the vehicle off.  I assured Mr. Low that this will never happen again and that his vehicles will be handled in a timely manner and returned to him by his requested time.  Mr. Low was appreciative that I reached out to him, but that does not change how he felt about his visit.  I explained to him that I completely understand where he was coming from.  I explained to him that we have over 900 positive SureCritic reviews and that customer satisfaction is our main priority.   I also made him aware that I would be responding to his post as per our conversation and he was ok with that.  Myself and the staff at The Brake Shop & Auto Repair look forward to helping the Low Family with all their vehicle repair needs for many years to come.

Sincerely,
Mike Stefano
General Manager
(610) 253-2566

   I spoke with Michael this morning in regards to his submitted Sure-Critic Review. When Michael contacted me in regards to his blower motor not working, he made me aware that he diagnosed the motor be faulty and would be providing the part himself for us to install and it was not necessary for us to do our diagnostic. I explained to him that we would install the blower motor as per his request, but if it did not work we could not accept responsibility being that we did not diagnose the original concern. We installed his provided blower motor and the problem still existed. We made Michael aware of this and offered to him for us to further diagnose the issue. Michael declined our diagnostic and mentioned that he was going to get rid of the vehicle.
After speaking with Michael this morning and discussing the previous conversations we had during his visit, Michael decided he would like to bring the vehicle in for us to perform a diagnostic test and advise him of what we found. Michael said he was very appreciative of me reaching out to him and will be in soon to have us look deeper into the problem.

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.

I spoke with Shirley in regards to her review.  We are a little confused on why she gave the review that she did.  I explained to her that she recieved the coupon pricing on both her PA State Inspection and her Vehicle Maintenance Special which included an oil/filter change, topping off of her fluids and a complete maintenace inspection of her vehicle.  She understood that she paid exactly what the coupon pricing was that she brought in.  Her invoice totaled $90.68 including taxes for all the services she asked for and understood the invoice.  When I spoke with her, she said that she felt that it was a little expensive.  We are sorry she feels this way and I wish she would have mentioned that when she was in for the service.  We appreciate Shirley's business and welcome her back at any time for us to service her vehicle.

Jason Stem
Manager
(610) 253-2566

  I have just spoke with Mr. Nagurney and explained everything to him and he understands the charges. We have been doing business together for many years and I look forward to helping Mr. Nagurney any way I can in the future.

I have left a message for Linda to call me back so we could discuss her concern and where the miscommunication may have taken place.  I appreciate the positive comment and recommendation, but it is very important to me that we are both on the same communication line and that Linda is satisfied.