The Brake Shop & Auto Repair

   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 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.

The PA State Safety Inspection Coupon that Mark had used automatically adds the rotation to the invoice.  According to our vehicle check out sheet, the front and rear tire treads were all even at 10/32 of an inch and indicated on the sheet by the technician that they were rotated.  We were not advised by Mark of his tire leak or we would have fixed it for him.

If the tires were not rotated as indicated by Mark due to the different trim in the same location, I apologize; we advised him when he called that we would gladly rotate the tires for him.

We can not seem to satisfy Mark; we have 538 positive reviews and Mark has sent two non-satisfying reviews in within the last two months.  We want Mark happy and confident with his service and I think he knows that we will go to great levels to make that happen.

Brad Fleming, Owner

Mike (Manager) contacted Kathy and had her stop by for us to check out her vehicle in regards to her concern.  She was experiencing a rear brake noise in the mornings when applying her brakes.  When she came in, the noise was not happeneing for her.  We asked her if we could come to her home one morning so we could experience it and bring it back to the shop if adjustments needed to be made.  Kathy has agreed and we are waiting for a time that would be convenient for her.

We contacted William to discuss his concerns. We admit that we did make a mistake with the scheduling; we inserted the appointment for Tuesday rather than the requested day of Thursday. The advisor that William was greeted by at the counter is a new advisor and did confuse the service for a state inspection due to our mistake with scheduling.  In regards to the insurance card missing; we discussed it with William and that concern has been solved.
Again we apologize to William; he is a great customer and our main concern is that he is happy.