- Report: #361231
Complaint Review: PRO-AUTOMOTVE & TIRE - TACOMA Washington
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PRO-AUTOMOTVE & TIRE
5510 6TH AVE STE D TACOMA, 98406 Washington, U.S.A.
Phone:
253-759-9516
Web:
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PRO-AUTOMOTVE & TIRE RECOMMENDED BRAKE REPAIRS NOT NEEDED TACOMA Washington
We took our vehicle to Pro-Automotive for (1) an oil change, (2) brake, tire rotation & safety insprection, (3) check & top-off fluid levels, and (4) a cooling system power flush. Within a couple of hours of dropping off the vehicle, I think it was Garry from Pro who called me and said they had finished with the requested services, however, when doing the brake, tire rotation & safety inspection, they discovered cracks down the center of the rear brake shoes. He mentioned that it appears someone had "driven 50 miles with the emergency brake on which will result in cracks suchs as this". I told him I would have to consult with my husband and call back (I thought we had paid for extensive brake work recently at another shop.)
My husband confirmed that we had thorough brake inspection and extensive work done on the brakes within the last year and so, if we do need the brake shoes (and more - recommended by Pro), we would return to the other shop.
This morning, my husband took the vehicle to Les Schwabb (up and across the street from Pro-Automotive & Tire) for a Battery & Brake Inspection. HE DID NOT MENTION THE RECOMMENDATION BY PRO-AUTOMOTIVE. He told the person working at the counter that we were thinking of taking a long road trip and wanted to confirm that the battery, tires and brakes were okay for such a trip.
Following the inspection, my husband was informed that "everything was fine". When he asked specifically about the condition of the brakes, he was assured that we needed no work done - everything was fine.
Previously, Pro has recommended work that was not warranted for another one of our vehicles (after they had already replaced belts and hoses on a previous visit, they recommended doing so again, claiming "they didn't appear to have been replaced before"). When told that THEY had replaced them all on the last visit, Pro staff responded that "they should still be under warranty then", but of course, we didn't need anything done and nothing was done.
After happening once, we were leery but returned again anyway. Now, we are certain we won't be returning to Pro-Automotive, and we will not let our friends and family return there either - without sharing our story with them.
Debra
TACOMA, Washington
U.S.A.
My husband confirmed that we had thorough brake inspection and extensive work done on the brakes within the last year and so, if we do need the brake shoes (and more - recommended by Pro), we would return to the other shop.
This morning, my husband took the vehicle to Les Schwabb (up and across the street from Pro-Automotive & Tire) for a Battery & Brake Inspection. HE DID NOT MENTION THE RECOMMENDATION BY PRO-AUTOMOTIVE. He told the person working at the counter that we were thinking of taking a long road trip and wanted to confirm that the battery, tires and brakes were okay for such a trip.
Following the inspection, my husband was informed that "everything was fine". When he asked specifically about the condition of the brakes, he was assured that we needed no work done - everything was fine.
Previously, Pro has recommended work that was not warranted for another one of our vehicles (after they had already replaced belts and hoses on a previous visit, they recommended doing so again, claiming "they didn't appear to have been replaced before"). When told that THEY had replaced them all on the last visit, Pro staff responded that "they should still be under warranty then", but of course, we didn't need anything done and nothing was done.
After happening once, we were leery but returned again anyway. Now, we are certain we won't be returning to Pro-Automotive, and we will not let our friends and family return there either - without sharing our story with them.
Debra
TACOMA, Washington
U.S.A.
2 Updates & Rebuttals
Garry
tacoma,Washington,
United States of America
Thanx you
#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,New Jersey,
U.S.A.
Just Curious
#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.
