ComplaintsforClare Auto Service

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2.10.23 Clare Auto Services replaced rear brakes after diagnosing a pulsation. After completion I was advised that there was still a small pulsation. I paid $369.50(invoice attached) for the service over the phone picked up my car that evening and I did notice some improvement. 3.14.23(inv attchd) while getting an oil change at a dealership, I asked them to diagnose the pulsation while braking and they said the problem was with the rear brakes(inv attchd and #2 description of issue). 3.22.23 returned to Clare Auto to have my vehicle serviced after giving them the information I had from the dealership. They replaced rear driver ***** stating it was warped and that there was still pulsation. "All pulsation seems to be coming from the front." There was no test drive performed after the warped ***** was replaced. Tech sheet doesn't mention it and my odometer was the same as when I dropped my car. They also provided me a quote for a front brake job. Both of these items are attached. 4.3.23 technician from the dealership does a test drive and immediately says "that's your rear brakes." The pulsation is very severe, my whole car shakes when braking.

  Business response

  05/10/2023

  Here are the facts of what took place concerning this customer. On 2-10-23 she brought her car in and complained of a brake pulsation. Upon inspection we advised her that her rear brakes are completely worn down, they were completely metal on metal. We told her that was a huge safety issue and should be corrected. We advised her at this time that most pulsations that are shaking the steering wheel as she described come from the front and that the rear brakes were a safety concern. She authorized ** to replace the rear brake pads and rotors which we did for $369.50. On 3-22-23 she called and said she had taken it to another service center and that they told her there was a bad rotor on the rear of the car and that was causing the pulsation. We told her to bring it in and we replaced under warranty the rotor in question (which was not bad by the way). We actually did test drive the car (our manager test drove it personally) and at that time provided her with an estimate to replace the front brakes. We believe that was what was causing the pulsation. We have had NO contact at all since that visit. No call to complain about this issue, no call to tell us what the other shop said, no call to say I want my money back even though the service has been performed and she authorized and paid for it. There will be no refund and this customer is not allowed back to our ********************** department. 

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