Boycott Brakes Plus BBB Response

I know some of you may be sick of this subject, but I’m not posting this for you. For all those interested, I finally got a BBB response to my complaint from Brakes Plus. I will let the ridiculousness speak for itself:

Read First:
http://thejremydeaton.wordpress.com/2010/11/30/boycott-brakes-plus/
http://thejremydeaton.wordpress.com/2010/12/02/boycott-brakes-plus-cont/

Breaks Plus Response to my BBB complaint:

After hearing the exchange between Mr. Rowland and the store personel upon his arrival I asked our Service manager to immediately pull in his vehicle and perform the test to hopefully get him on his way asap. When the inspector came to me stating the vehicle had several monitors that were not reset and the vehicle would fail the inspection I instructed him to bring the customer into the shop to show him the computer screen and prove that we had no way to manipulate the test results.Upon hearing this Mr. Rowland became very unruly with our employee and demanded that he would not leave until we had placed an inspection sticker on his vehicle. I stepped in and attempted to reason with him explaining that I would do everything I could do to help his vehicle pass the test. I asked our inspector what he thought needed done to pass. His statement was that if the initial problem was indeed repaired he simply needed to drive the vehicle a sufficiant number of miles (usually 150 or so) so that the computers could reset which is normally explained to the customer by the establishment performing the repairs. I explained to Mr. Rowland I would be more than happy to give him a free retest even after the 15 grace period to help him out. This was not good enough as he stated the only thing that would satisfy him today was for us to place a sticker claiming the vehicle had passed the state mandated inspection when it simply had not. I attempted to show him again how that there is no way for us to manipulate the test to force the vehicle to pass or fail. At this point he became more unreasonable and I finally asked our technician to pull his vehicle outside the shop so that Mr. Rowland could leave. Once outside I again attempted to reason with him explaining that I wanted to assist him in any legal way that I could-giving him my name and offering a hand to shake. He refused the gesture climbed in his vehicle and left.

My “Don’t Accept” Response:

(The consumer indicated he/she DID NOT accept the response from the business.)
In response to this statement, I can only say that it is vague at best, while the events that are discussed in its contents are presented incorrectly, all with the intention to avoid some of the more serious accusations in my complaint. First off this testimony does not initially identify who is responding, which makes even the first sentence a complete fabrication. Even though this seems to be Mr. Gamp’s testimony, there is no way his statement here holds any value, and is completely untrue. He may have been informed about my initial exchange with the store personal. However, he was never a witness to it, as he seems to indicate in this response. In fact, he was no where to be seen until later when he approached me later in the service bay and proceeded to yell at me and invade my personal space. An action I complained about ad nauseum, and consider an overwhelming factor in my original report to the BBB, which is never admitted, denied or even addressed in this statement by this company’s representative. The fact that his testimony begins with a false statement should immediately discredit any statements that follow in his response. At no point did I ever demand that I “would not leave until they had placed an inspection sticker on my vehicle”. I am highly aware that these inspections are “mandated” by the state, and a demand such as that would be ridiculously useless. What I actually expressed, was that I should be compensated in some way for the inconvenience of their misinformation; All the while insinuating that they were possibly trying to take advantage of a situation, in order to make a profit. This was when Mr. Gamp aggressively approached me and escalated the tension. His offer, as stated in his response, for a retest after the 15 day grace period is untrue as well. At the time this encounter occurred, he offered that the test that they were presently conducting was to be the free retest and nothing more, because by that time, their only intention was to have me leave. Regretfully, I can not accept this response. Again, none of my overall complaints of aggression expressed by Mr. Gamp were admitted, denied, or even addressed in order to make this company’s response even remotely acceptable. I also don’t believe a formal response of my complaint should come from the source that provoked my complaint to begin with in a situation such as this. Their response was more of an attempt push fault from themselves and to discredit me, by falsely suggesting, three times, the idea that I had requested that they illegally pass my car. To make such an accusation, when nothing of the sort EVER accorded is an outrage. In fact, I will use this accusation as a means to extend my complaint even further and letting it show what kind of ethical values this company has. I can not accept this response from Mr. Gamp. Nor will I accept any future responses from a Dave Myers, General Manger. My formal complaint to him resulted in his assumption that, because I filed a BBB complaint and wrote a negative review about my experience, I am a “crazy person” who is merely an isolated case. I am still waiting for an appropriate response that addresses my complaints along with the action taken within my original resolution.

Mmmm…. Now that’s good reading!
* Yes I am aware that I misspelled “occurred” in my statement above… Damn internet spell check! There are possibly more.

UPDATE: MONDAY, JANUARY 24 2011-

In reviewing my case on the BBB website, recently I noticed a detailed overview of my BBB complaint process with this company:

01/04/2011	Receive Business Response (displayed above in original post)
12/28/2010	Member Pre-Suspension Notice
12/28/2010	Send Pre-Suspension Letter to Member
12/27/2010	No Response received from Member on Reminder
12/16/2010	Reminder of Dispute to Business – Member
12/16/2010	No response to first notice to member
11/30/2010	Notify Business of Dispute – Member
11/30/2010	Send Acknowledgement to Consumer
11/30/2010	Case Reviewed by BBB – Member
11/29/2010	Case Received by BBB

Take notice… It took over a month and a BBB “Member Pre-Suspension Notice” to receive ANY kind of response from Brakes Plus. I will just let that speak for its self. Currently the BBB has this case listed as  ”BBB Review Consumers Response” on it’s “BBB case#” page, as of my response on 01/06/2-11. However on Brakes Plus’ main BBB page they have 2 complaints listed as closed (one resolved and one administratively closed) with no others open at this time. I am Not sure if this includes my complaint, as the BBB doesn’t link to the complaint cases themselves. But keep in mind that the BBB isn’t a Government provided service to protect the consumer as most people tend to believe. The BBB is actually a non-profit organization, that companies subscribe to in order to maintain a more “professional” standing for consumers to review. This is not to say the BBB is favoring it’s subscribed companies over the consumers issues, because numerous BBB complaints can and will tarnish a company’s image. BUT… (and this is a big But), if my complaint is one of the two that is listed as “Administratively Closed” or “Resolved”, I wasn’t notified which leads me to believe that the BBB complaints may be easily resolved by the companies that subscribe to the BBB despite the consumers protest.

That being said, I am far from being deterred. Because in todays interslice world, it is my opinion that consumer review sites and… oh, I don’t know… BLOG POST, weigh more heavily than a BBB rating, when researching any product or company.

#BoomSnickle
@JRemyDeaton

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