My fiance and I e-mailed the customer service department at Just Brakes a two page complaint letter that we had about one of their locations. It took them a week to respond to our letter. I was told that they were not going to reimburse me for one of the problems that we had. The customer service rep. Then told me that he did not have one of the invoices and that he would try to find it and then call me back. That was on a Thursday. It was the following Monday that I phoned him since he had not phoned be back like he ssid he would. I received his voice mail and left him a message to call me at work. Guess what? No response. The next day I called him again and was informed that he was on another phone call. I told the operator that I would hold. I got tired of waiting after 8 minutes.
This whole thing started when my fiance took my car to get the brake pads replaced. He was also told that the calipers needed to be replaced as well. They told him that it wasn't covered under warranty so my fiance had them replace the calipers. Come to find out, $98.00 later they only reconditioned them. I later found out that the calipers were under warranty, but Toyota might not reimburse me for them because they were not inspected by a Toyota certified technician. The day after I had my brake pads fixed, I noticed that the brakes were squeaking very badly when I would tap on them. Two weeks later, my fiance took my car back to the same Just Brakes and made them aware of the problem. They said that the pads were overheating and that they would have to get pads from the dealership. It took 4 hours for the dealership to bring the pads. This was 4 hours that my fiance missed from work to have them fix the problem which should been done correctly the first time. And guess what, they made us pay for the second set of brake pads.
In the letter we wrote to the customer service department we asked for reimbursement of the second set of brake pads, the 4 hours of work that my fiance missed, and for the calipers. I don't think that this is unreasonable. After all, my fiance was incnvenienced for 4 hours and had to pay for it.
The same day that I called and was on hold for 8 minutes I got fed up. I reported their Corporate Headquarters to the Better Business Bureau to get some results. Hopefully they will get me the results that I deserve.
For those of you out there who have had the same or similar problems with Just Brakes (I know many people have) don't count on their customer service for results. They will not respond in a timely manner and if they do, they problaby will not give you the results that you are hoping for.
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