Charged for New Rotors, Shop Just Resurfaced Old Rotors
I was experiencing a scary amount of wobble in the steering wheel when braking downhill. I knew the rear brake pads probably needed to be replaced, but I didn't understand why I was having such a hard time braking going downhill.
I took my truck to Brakes Plus on County Line, as they have been servicing my truck for probably 10–15 years, and I have always been satisfied with their service. Upon inspection, they said it needed new front rotors and pads, as well as the rear rotors resurfaced and new rear pads. This all made sense considering the severe wobble I was experiencing.
I had the recommended repairs completed and paid for the service. A week later, I took my truck to the mountains while towing a Polaris side-by-side. I almost couldn't slow down going downhill on the pass, and the severe wobble was just as bad as before.
I scheduled another appointment to have the truck inspected. Upon inspection, they told me they were going to resurface the front rotors again to fix the problem. The problem was that I had already paid for new front rotors during the first service.
The service manager argued with me that the front rotors had only been resurfaced during the first service. I pulled out the invoice and showed him that I had been charged for new rotors. It became clear that the new rotors were never installed, even though I had been charged approximately $300 for them.
I then had to take additional time off work and arrange rides to and from the shop so they could complete the work I had already paid for. Brakes Plus eventually installed the new front rotors that I had been charged for two weeks earlier. However, they reused the same existing brake pads rather than replacing them with new pads.
What was most disappointing was that I never received an apology for being charged $300 for parts that were never installed, nor for having to take additional time off work to have the truck serviced a second time to complete the repairs I had already paid for.
I have been a customer of this shop for 10–15 years and have always been happy with their pricing and service. Unfortunately, after this experience, I will never take any of my vehicles back here again.
I paid full price for the repairs, had to bring my truck back twice, and ultimately had to insist that the shop install the parts I had already been charged for. I know and acknowledge that mistakes happen and can be accepting but at no point was I even offered an apology, a credit, or any other consideration for the inconvenience. Never again. You lost a good customer.