Had brake lines and calipers replaced at what already seemed like a very high cost, but needed to get it done. Since the truck was in the shop, with the wheels off and the calipers already removed I thought it would make sense to go ahead and change rotors and pads as well. When I called I very specifically explained that it made sense because there would be no additional labor involved which was not disputed on the phone call. So the 4 rotors and pads came to around $870 which included $230 of additional labor. Imagine that! $230 of labor shamelessly tacked on when the truck was already in shop with wheels off and calipers already being replaced. Changing rotors at that point is literally 2 bolts a corner screwed in and out. 5 additional minutes maybe 10 if you really want to stretch it. We had further dispute as well, but the bottom line is they wouldn't give me the keys (at one point literally making a quick lunge to grab them out from under my hand, as if I was going to make a run for it. Talk about insulting!) until I paid every penny INCLUDING $230 OF LABOR THAT THEY DID NOT DO! Charging $230 for labor that you didn't do is pretty low. They are right down the street so it is a real shame, but I will never go back.
Scott, Thank you for taking my call the other day so we could resolve this discrepancy and for your valuable feedback. Customer Service is our top priority and we are constantly trying to find new ways to improve our process and procedures to improve the experience for our customers. We apologize for the miscommunication about the additional labor required to replace the pads and rotors on your vehicle. Our process for performing a brake service on a vehicle is more complex than your average shop. I would invite you to come in to any of our locations and watch how our technicians complete a brake job and the time they spend on each vehicle. Since there were communication errors we have refunded you the additional labor for the brakes as we discussed during our conversation. Additionally, the removal of the keys from the desk was done after you had stated that you would not pay for the repairs. Our investment of time and resources into repairing your truck, as requested, was too great to risk you potentially walking out and leaving us with the bill. However, we have revised our procedures to prevent this from happening again in the future and the staff member who removed your keys from the counter did apologize to you, in person, when it happened. If there is anything we can do for you in the future please give us a call and we will be happy to help. Your Hamburg Garage Team has and will always do everything a customer requests to the best of their abilities.
- The Livonia Garage