Complaints

• Initial Complaint

  08/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Jun 17, 2022, I went to the dealership to get oil change and state inspection. I was told I have to replace my front brake pads and rotors so I agreed to have them done. All things done and on my merry way. However, a couple of days later I am hearing screeching sound on my brakes when I step on them. I was told to just hit a hard break and it will be gone as a normal sign of a new one installed. The screeching never went away so I called back for them to check it after almost a week since they can't give me an appointment right away. I went back after almost 2 weeks of my car screeching know I have new brakes, so I was confident driving them. They said they just grease up a special one for the brake and it should fix the screeching. It gone for next 2 days and again, it started screeching again. At that point I lost my trust in them so I went to ***** to check and get a second opinion. ***** said it needed the back brake pads to be replaced as it was compensating for the front brake pads. The back got replaced and it seemed to have fixed the screeching for a couple of days. But after that, the brakes were screeching again. I went to a 3 shop which is the ** ***** ***** to have it checked. There, the service adviser said that Cooley Mazda installed an aftermarket parts that is making the noise so I had them replaced with a genuine ***** brake pads. After an agonizing 2 months of back and forth taking time off from work just to have this brakes fixed up, the new genuine ***** brake pads installed by ** ***** stop the screeching. I was advised by ** ***** to go back to Cooley for a refund so I went there and the service manager said he cannot get me my refund because I did not go back there for them to replace the defective parts and they actually jeopardized my safety by not fixing it the first time of even the second time I went back. I was told to call the ***** 1-800# to get at least a refund. I paid them the right amount so they should give the right service.

  Business response

  09/16/2022

  The front brake pads and rotors replaced were ***** genuine parts not after market parts. ***** offers a value line option at a lower cost versus their OEM parts. As a matter of goodwill, we will refund the customer for the front brake pads and rotors that we replaced. We apologize for her inconvenience.  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩