THE FOLLOWING IS MOST OF MY COMPLAINT THROUGH THE Better Business Bureau of Metropolitan Dallas - Case #91007256:
I am contacting the BBB due to Just Brakes deceptive advertising, the false workmanship they claim to have performed on my wife car and because of the coercion they used on my wife to increase their profit or, what I call "padding the bill".
Just Brakes heavily advertises that they can:
"Replace pads and shoes on all 4 wheels for $99.88 plus tax.including; Machine rotors/drums, Pack the bearings, Inspect the balance of the brake system. Offer good on most cars and light trucks. Additional charges for additional repairs".
I must state that my wife car has been meticulously maintained and driven, and was in excellent condition at 70k miles. If there is a car that exists in this world that would fall into the Just Brakes advertising category, this car is one of them.
The only additional items my wife should have paid for were two new front rotors and this was known ahead of time and was an expected charge. It did not need the other disc hardware listed on the invoice and it did not need nor did they perform any Bleeding or Adjusting of the brakes or adding of any brake fluid to the system. This is obvious because there was no brake fluid residue whatsoever on any of the calipers or any sign that the brake master cylinder cap was disturbed.
The following is the first contact I made with Just Brakes customer service (web site):
My wife visited the Just Brakes store #21,4003-B Camp Wisdom, Dallas, TX 75237 today (March 15) and it appears they have manipulated her by padding the bill. I took this car in around six months ago for an inspection, the pads still had some life left and the manager actually recommended waiting a few more months. The manager and I also went over everything in detail that they would do when I brought it back. I was aware that I would be having the pads replaced at all four wheels per your advertised price as well as buying two new front rotors since mine were under limits. That was it. Now under a different manager, we have been charged for several unnecessary parts and services.
BBB Processing
04/06/06 Case Received by BBB
04/07/06 Case Reviewed by BBB - Member
04/07/06 Send Acknowledgement to Consumer
04/07/06 Notify Business of Dispute - Member
04/10 RECEIVE BUSINESS RESPONSE:
Contact Name and Title: Chris Coomer
Contact Phone: 1-800-445-7105
Contact Email: [email protected]
I have reviewed the concerns of Mr 'X'. Just Brakes mission is to provide the highest quality and convenience in brake repair and service. Our goal is to bring the brake system as close to new car safety and operation as possible. The repair opinion rendered on Mr 'X's car was conducive to meeting our goal and mission in brake repair and service.
The hardware on this vehicle was made from a coated metal. It is not stainless steel. The coating will wear off where the pads ride on the hardware. This results in the hardware corroding. Preventive maintenance performed on the car does not deter this kind of wear. However, to further investigate this concern we will gladly perform an inspection of the old hardware at another of our facilities by one of our Brake Safety Experts in the presence of Mr 'X'.
Just Brakes asserts that the bleeding and adjusting of the brakes was performed, and properly billed for. We believe this service is correct for maintaining and repairing Mr 'X's brakes. However, Just Brakes strives for 100% customer satisfaction. To put his concerns to rest, we will gladly bleed and adjust the car again in his presence.
Just Brakes values the feedback of our customers, both pro and con. We strive to respond to their concerns and provide reasonable resolution. We will be glad to further investigate and address Mr 'X's concerns as described, and are willing to participate in binding arbitration, as we seek 100% customer satisfaction. At Just Brakes we really do care.
Respectfully,
Chris Coomer
Executive Director of Customer Service
Just Brakes
04/15/06 CONSUMER REBUTTAL TO BUSINESS RESPONSE: (The consumer indicated he/she DID NOT accept the response from the business.)
The basis of my complaint is the deceptive even false advertising by Just Brakes. Their advertising campaign (above) does not include 'Bleeding Filling and Adjusting of the brake system' yet according to Mr Coomer, performing this service is a part of Just Brakes 'GOAL OF BRING THE BRAKE SYSTEM AS CLOSE TO NEW CAR SAFETY AND OPERATION AS POSSIBLE' and is required. If our car needed this service to meet Just Brakes 'goal' then every car or light truck brought into a Just Brakes would require this service, thus making their advertising campaign false.
The Oldsmobile owners manual states several important and specific facts that counter Just Brakes and Mr Coomer claims:
The hydraulic brake system of our car and most cars today are closed systems. Unless a more serious repair issue exists, where there is a leak in the system, brake fluid should not have to be added. It says the fluid might go down to acceptable levels as the brake linings wear and will return to proper level when new linings are installed. It also says that all brake adjustments are automatic when you apply the brakes, with or without the vehicle moving. No manual adjustments are required.
So to conclude this particular issue: Nowhere in the owners manual does it state that Bleeding Filling and Adjusting of the brake system is required but my wife was coerced into believing it was a required repair as opposed to an additional, extra cost service. The advertisement statement 'Additional Charges for Additional REPAIRS' does not apply since what they claim to have done was a 'SERVICE' that was not required.
Several other serious concerns have surfaced since initiating this complaint:
1) After further inspection of our car by an independent mechanic, there appears to be no evidence that the wheel bearings of our car have been tampered with from the factory condition. Packing the bearings is a basic part of Just Brakes advertisement but in this case, it appears it was not performed.
2) According to the invoice under 'parts', we paid for two new rotors but in the description/remarks column for ROTORS, 'MACHINE' and all four wheels are circled with the 'NEW' remaining conspicuously unmarked.
So, did we get what we paid for? I have serious doubts. My wife did not request that the old parts be saved so I have no evidence to present for the corroded hardware or the rotors.
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