At 11 AM on July 24, 2004, we took our 1992 Honda Accord to Xpress Lube, for a “free brake inspection”. We were assisted by “Thomas”, who within 10 minutes told us, that it sounded like we needed front brake calipers. We gave him our cell phone number and advised him to call us with an estimate, before any work was done. At 2 PM, we were informed that our car was ready. Upon our return, we advised Thomas, that we did not authorize any service. He said, “Lynette told me that you gave her authorization”. We asked to speak with the manager; he was not on the premises. We disputed the high amount of $385 for brake calipers, but in order to get our vehicle, we had to pay it. Upon leaving, we travelled a few miles and my husband almost ran into the back of me. The brakes were completely to the floor; we returned to Xpress Lube. We explained our problem to Thomas, who said, “It must be your back brakes”. We asked, “You didn’t check the back brakes?” He said, “No”. I asked, “Normally with a brake inspection, don’t you check the back brakes”. He said, “No, not if that is not the symptom”. He then “test drove” the car, for about 5 minutes. My husband realized, that his pouch with his wallet in it, was in the back seat. When Thomas returned, we noticed that the pouch was open and there was $51 missing. We advised the Asst. Mgr. Derrick and we called 9ll. The Clayton County P.D. responded and took a report. Thomas then looked at the back brakes and advised us that we needed rear brake pads. We explained, “We have paid $420.82 and now you want us to pay more for a problem that was never fixed?” We asked that they page the manager, which was never done. He returned an hour later and he spoke with his friends, for 45 minutes. We then approached him, to help us rectify the problem. He test drove the car (with my husband; then he turned it over to his “lead brake man. This gentleman advised us, “Your brakes were not correctly fixed”. The shop closed, without a refund or a resolution. Mechelle Jonesboro, GeorgiaU.S.A.
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