Garry
tacoma,#2REBUTTAL Owner of company
Tue, December 15, 2009
Debra - Thank You and Also Just Curious.
Im the owner of Pro-Automotive & Tire and I just saw this complaint. I feel a rebuttal is warranted. First, I want to thank you for expressing your concern and bring this matter to my attention. Please accept my deepest apology for our lack of communication and lack of professionalism.
Im confident in saying that our findings were correct; but its the way we approached the situation that was wrong. Apparently we didnt communicate in a positive manner. Im not going to make excuses for our humanistic mistakes. Whatever we did, or didnt do, upset you & now weve lost a valuable asset; a customer. We should have shown you the cracked brake shoes, (show & tell), and explained more clearly your repair options as seeing the failure makes it easier for our customer to understand. Our customers perception on any given repair is essential in gaining that customers trust.
The person who wrote the reply Just Curious is correct. Cracked brake shoes wont affect the performance of the brakes; unless they crack further & cause the shoes to come apart.
You stated in your complaint, after we performed our brake inspection; your husband told you he had prior brake work done at another shop. You then informed us of your conversation with your husband and told us you would take your vehicle to the other shop for them to address our findings; which we agreed you should. So in our defense, if we were trying to do something wrong, or Rip You Off; why would we agree with you to go back to the other shop for them to inspect their brake work and find us wrong? Why didnt you tell them of our findings so they could address the concern in a more specific manner? Its easy to overlook cracked brake shoes. We might have a difference of opinion on work needed between us and the other shop. Or, maybe our inspection was more intense. Im not making excuses, because no matter what may have happened; Ill take the blame for it because of our lack of communication. Again, I apologize to you as our customer.
Our mission statement speaks for itself, (which you can see on our Web Site )
Again, I want to thank you for bringing this to our attention. Itll make us better in our approach to our customers. If theres anything I can do to change your opinion of my company; please call me at 253-759-9516 or email me.
Mitch
Pro-Automotive & Tire
Joe
Atco,#3Consumer Suggestion
Sun, August 10, 2008
Just curious, did you personally see that the rear shoes were in fact not cracked? I just ask this because its not that uncommon for brake shoes to be cracked. If they are cracked it still will not affect the performance of the brakes but in all honesty should be replaced. If you did look at it and they were not cracked then he was definitly trying to rip you off.