Shortly after Betty-Ann, an 85-year-old reader from Louisville, brought her brand-new 2020 luxury vehicle to the dealership due to noisy brakes, a service representative called with some news. "The issue was resolved using your factory extended warranty; we replaced all the brake pads," he explained. However, the car continued to emit a screeching sound during stops. The technician mentioned that installing new rotors would solve this problem, though it would set Betty-Ann back approximately $1,500.
It’s similar to being informed, "Yes, we fixed your flat tire, but it will still not retain air."
Many individuals would lose their minds if a repair shop mentioned that.
Betty-Ann contacted our office feeling distressed.
I believed you'd consider my predicament worth investigating. It's absurd! I shelled out $4,000 for an extended warranty from the manufacturer that was supposed to cover the braking system along with every component. So how could they inform a loyal client of 30 years that my vehicle will make noises akin to a colony of mice unless I pay extra for something I've already settled?
What are rotors?
Brake rotors are metallic disks onto which brake pads grip to slow down your car whenever you push the brake pedal. According to conversations with several brake shop proprietors, these rotors eventually degrade over time. They advised against neglecting their replacement even when installing fresh brake pads because doing so would be counterproductive; this oversight can result in uneven wearing of the brake pads, diminished braking efficiency, extended stopping distances, vibrations, shuddering, and typically, increased brake noise like screeching sounds.
When discussing Betty-Ann's issue, a store proprietor mentioned, "There was a period when the norm was to consistently replace brake discs. However, car makers started cutting costs and tend to resist honoring warranties at every opportunity, claiming that parts must show wear exceeding a specific threshold before qualifying for coverage."
Common auto warranty problems are more prevalent nowadays.
The COVID-19 pandemic has led to problems for car owners nationwide due to an activity most of us engaged in significantly less frequently while staying at home: driving.
AAA reported more than a 40% decrease in drivers during that period, leading to numerous vehicles with low mileage and lapsed initial warranties. Betty-Ann purchased her luxury coupe back in 2019, and by 2023, it still had just 30,000 miles on it.
Wishing to hold onto it, having a factory-backed extended warranty assured him, "I purchased the most extensive duration with the finest coverage available."
Holds her ground
When it became clear to the service writer that I was frustrated, he reassured me that after several months to a year, the rotors would wear down enough for the factory to approve their replacement.
He didn’t mention that having faulty brake pads was entirely detrimental to my vehicle's braking mechanism. Actually, he mentioned that apart from the noise, everything else seemed fine. I informed him that I found this unsatisfactory and that I intended to speak with a columnist who specializes in legal matters—like you. Afterward, he disconnected the call!
“What? We should pay?”
I called the service manager — with Betty-Ann on the call to approve our conversation — and questioned him about why they wouldn't fix the squeal unless she paid an additional $1,500 herself. He reiterated the same information she had been given before, now including, "Moreover, the rotors are functioning properly."
I responded, "How content would your spouse be with driving a vehicle that roars like an animal enclosure every time they press the brake pedal? There’s a proper method and an improper one when performing brake work and handling loyal clients, and based on my observations, you’re falling short in these areas."
He asked Mr. Beaver, 'Do you think our service department should cover $1,500 for rotors from our own funds since the factory won’t compensate us?'
Betty-Ann genuinely requires your assistance, considering she has been a loyal client for numerous years now, and her expenses do not come close to that amount. However, I've had a thought. What if we place ourselves on hold momentarily, explain the situation to the owner, and request that he speaks directly with us? Sensible individuals ought to be capable of resolving this straightforward matter.
He consented, and following a brief five-minute pause, "Oscar," the proprietor, joined the conversation, ready for confrontation, as people often express. "Is there a threat of your writing untruths about us, Beaver?"
At this moment, bold Betty-Ann interjected: "Mr. Beaver didn’t utter those words. How could you make such an accusation? I’ve been your client for more than three decades, and this is how you handle me? For years, I took care of your kids, or do you not remember, Oscar?"
A lengthy silence followed.
Betty-Ann, I deeply apologize. The repairs for your vehicle will be finished tomorrow. We'll install new rotors at no extra cost. Thanks for taking care of our children all these years.
“She whispered gently, ‘I still love them,’ and I could detect the unshed tears in her voice.”
Occasionally, those who are in leadership positions must be prompted to remember their human qualities before they will act appropriately towards their clientele.
Dennis Beaver works as an attorney in Bakersfield and invites feedback and inquiries from his audience. These can be sent via fax at 661-323-7993 or through email at Lagombeaver1@gmail.com. Additionally, you can explore more information by visiting dennisbeaver.com.