Mr Brakes Auto Care

They work on my car often.i would have them work on any of my cars. It is terrible when a person posts on multi media only for own gain

Mr Brakes Auto Care is the best, they addressed the problem. They're the best repair shop in New Jersey.

This response was sent to the customer VIA FACSIMILE & FIRST CLASS MAIL on the day of the complaint, in addition the BBB found in Mr Brakes Auto Care's favor.

Dear Ms. Sanford:

At Mr. Brakes Auto Care, our goal is 100% customer satisfaction. Our objective is to provide excellent service to every customer that visits Mr. Brakes Auto Care.

Comments from customers about the service they may have received, or the quality of workmanship they received helps us maintain the high quality of service and workmanship we will continue to work for on the customer’s behalf.

I want to apologize for any misunderstanding between you and Amanda, unfortunately Amanda does not have the authority to change the company’s policy or warranty and must abide by the companies SOP regardless of past transactions.

The warranty very clearly states:

• The facility’s employees and/or agents do not have the authority to modify the terms of this warranty nor to make any promises in addition to those contained in this warranty.

• The vehicle must be returned to the facility in which the repair was performed, vehicles not returned to the facility in which the repair was performed will not be covered under this warranty. This warranty does not cover towing or the cost of transporting the vehicle.

• Your disc brake pads and/or brake shoes are warranted calculated from the date of the original repair and the odometer reading shown on the original repair order by Mr. Brakes Auto Care to the vehicle on which the disc brake pads and/or brake shoes were originally installed for 12 months or 12,000 miles of use. All other parts or components within the brake system are warranted for 6 months or 6,000 miles of use.

In the past, I have done my best to get around the warranty in an effort to save you money, unfortunately the vehicle is not present, and I may not have the ability to again, but of course, if you were able to get the vehicle to our shop, at your expense, as always the staff would explore all the possibilities of the manufacturers warranty, but by no means can we make assurance of the parts being covered for no charge, but I’m more than certain some type of cost savings will be made available to you.

Since 2012, I have visited Mr. Brakes Auto Care located at 1635 Blackwood Clementon Rd, in Blackwood NJ on at least 5 occasions for various brake service – which includes three times in the 2 months between October 2014 and December 2014.

The week of September 28th, I noticed braking and steering challenges and called the Lexus dealer to schedule a repair. Subsequent my last visit to Mr. Brakes, I was very disappointed with the service I received. Please recall December 24th, 2014, I entered Mr. Brakes on Blackwood Clementon Rd in Blackwood NJ complaining my vehicle was shuddering when braking and sluggish to drive. I’d been in for brake service on October 11th, 2014 and paid for a complete brake service ($435) at that time. After the brake check on 12/24, Mr. Paul Sims (Manager) explained that my brakes were not yet 50% worn, but recommended changing Pads and rotors in the hope that this would resolve the problem. Subsequent the work, the mechanic that test drove the repair claimed the brakes were “tight but should be in good working order”. I drove the car about 25 miles for a holiday dinner as it was Christmas Eve. Anytime I exceeded 50 mph, the car violently shuddered AND when I applied the brakes the same occurred. On 12/26 I returned to Mr. Brakes Auto Care with the above – referenced complaints. Upon inspection, Mr. Paul Sims explained the right, front caliber were seizing and contacted the distributor to see if the part was covered under warranty even though the caliber was installed 10/18/2013. This is a totally different story from just 2 days ago. Paul Sims claimed the distributor warrantied the part – even though the time frame exceeded the warranty period - and you replaced the pads and rotors, again, and calibers and hoses.

I called today, 10/5/2015 to explain my problem to Mr. Brakes. I took my car to Lexus of Cherry Hill to be diagnosed when I noticed about a week ago the same shuddering at speeds greater than 50 mph and any braking. Lexus of Cherry Hill stated the problem as follows: the caliber is seized caused by two bad pistons which is causing additional damage to the rotor and pads. The person I spoke with (Amanda), said she would check a few things and call me back. This Amanda contacted the Lexus Dealer to confirm, the same information was communicated to her: the right front caliber is seizing, there is nothing wrong the vehicle, or the other components of the braking system; the caliber is an inferior part. When Amanda from Mr. Brakes called me back, her behavior was rude and condescending and disconnected our conservation twice. Her tone was inappropriate and unprofessional – which should be revisited as it may potentially impact the longevity of Mr. Brakes. This type of egregious behavior is not acceptable at a customer service based establishment. Amanda told me that the caliber was a warrantied part and since I didn't pay for it, it cannot be under warranty. Furthermore, the warranty was only good for 6 mos (what happened to the 12 month warranty? and didn't she just contradict herself?)

All I want is for Mr. Brakes to repair/replace the inferior part affixed to my car and any subsequent damage caused by the inferior parts. This place is a joke - to be quite honest, I knew before taking my car to the dealer that the problem was as a result of the bafffoonery at Mr. Brakes, but I didn't want to deal with them because women ALWAYS get the "short end of the stick" in these situations. If nothing else comes from this post, I hope no one will patronize this company EVER AGAIN!!!