In March of I decided to take my car in for a brake inspection and a routine brake job. I was recommended by a friend to go to Just Brakes, so I went to the Just Brakes located in Lilburn, Georgia. The customer service was excellent; however, I was in for a big surprise. My estimated cost of $129.88 turned into a cost of $506.56.included in this cost was rotor repair and caliper reconstruction, as well as both front and rear new brakes. I was shown the damaged areas and explained what would be done to repair these areas. There went my paycheck for that week, but at least I was driving safely (or so I thought).
On February 11, almost a year later, my wheels began making a strange sound. They squealed and squeaked when I first drove my car, especially when turning, but eventually stopped after 5 minutes of driving and stopped when I pressed the brakes. My boyfriend looked at the car and told me it was my brakes. Since I recently had my brakes repaired and had only put 14,000 miles on the car since, we felt I should go back to the same Just Brakes. So, on February 16, I was going back in for another brake inspection. My boyfriend went with me this time, and we were told the car would be looked at "in five minutes" and then an estimate would be decided. After 15-20 minutes, the car was still where I left it, so we decided to run errands and left my boyfriend's cell phone number for contact purposes. This was at 12:00 noon. Around 4:00 that afternoon, my boyfriend receives a call telling him the rear brakes were shot, the caliber needed adjustment, and the cost would be between $50-$100. My boyfriend called me, and as can be imagined, I was furious. The front brakes should have gone bad before the rear, and I certainly didn't wear the brakes out myself! I told him I wanted just the brakes fixed, so he then called Just Brakes back (around 4:10), letting them know what to do. The manager he spoke to was on the phone, so a message was left. The manager called my boyfriend back around 4:45.
I arrived, by myself, to pick up the car right at 5:30 P.M. My car was still up off the ground. I spoke to Thomas, the store manager, and told him I was there to pick up the car. He told me it wasn't fixed yet. I replied that the car had been there all day, and the brakes should have been finished. After all, it was only a rear brake job. He replied back that they were busy all day. I had to ask him three times when he expected the car to be finished, at which he finally said around 6:30 P.M. All this time he and the service manager, Cory, were sitting behind the desk eating Chinese while two guys were in the pit surrounded by 5 cars. I went and sat down in the lounge, where there was only a couch—no t.V., magazine, newspaper, or snack machine. I called my boyfriend letting him know the car hadn't even been started on, and to come as soon as possible. I was the only person in the shop during this time.
All of a sudden, Thomas, the STORE MANAGER, starts yelling at the top of his voice saying it was my fault the car wasn't finished. Apparently, he had been waiting all day for me to call to let him know what to fix on the car. Keep in mind that it was 4 hours before we received the initial phone call, and then had to leave a message with someone before actually speaking to Cory, the one who we told to only fix the brakes. Thomas was in a rage, hitting the wall and the glass separating me from he and Cory. Cory remained silent, not reprimanding Thomas for this outrageous behavior. This angry fit lasted about 4-5 minutes, during which I went outside and called my boyfriend again, telling him what was going on and to hurry. If the car hadn't been off the ground, I would have taken it right then.
I went back inside and waited. My boyfriend arrived around 6:30, and the car still hadn't been fixed. He went into the pit to talk to Thomas and Cory. At this point, Thomas had several outbursts and bet my boyfriend "a hundred dollars that he couldn't fix the brakes." After speaking with my boyfriend and realizing he knew more about cars than what they thought, they gave him a little respect and were more courteous. There we were, dressed to go to the theater to celebrate a late Valentine's Day, and we were receiving the most horrific customer service possible. I asked to know who the manager was, and was informed the man with the angry temper, Thomas, was the guy and Cory was their service manager. Neither one would give me their headquarters address or their last names to file a report. The brakes were finished in exactly 20 minutes, and we left at 7:15 P.M. They did not charge for the brake repair.
I am appalled at the treatment I received, especially by Thomas. I was literally afraid for my safety while I was alone during his outburst. I am shocked that Cory, the service manager, would allow any employee, especially a fellow manager, to behave the way he did. Both are at fault and do not deserve managerial positions, much less employment positions. I will never go to another Just Brakes, and will always take a male with me when I need car repair or am looking for a new automobile. The treatment I and my boyfriend received was appalling, inhumane, and entirely unprofessional, and I am certainly filing a complaint with the Better Business Bureau as well.
Dinah
Duluth, Georgia
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