1 week Ago By H. Dennis Beaver
A few hours after Betty-Ann, 85, one of my readers in Louisville, took her 2020 luxury car to the dealer because the brakes were loudly squeaking. A service writer phoned and said, “We fixed the problem under your factory extended warranty by replacing all the brake pads. But the car still squeals when you come to a stop.
New rotors eliminate the noise, but will cost you around $1,500.” This is like being told, “Yeah, we patched your flat tire, but it still won’t hold air.” Most people would go nuts if a repair shop said that.
Betty-Ann called our office, upset. “I thought you would find my situation worthy of looking into. This is crazy! I paid $4,000 for the manufacturer’s extended warranty that covered the braking system and all components.
How can they tell a 30-year customer that my car will sound like a family of mice unless I am out of pocket for something I already paid for?” What are rotors? Brake rotors are metal discs brake pads clamp on to, slowing the vehicle when you press the brake pedal. Brake shop owners I spoke with told me that rotors wear out, and not replacing them when new brake pads are installed is false economy, leading to uneven brake pad wear, reducing stopping power and causing a longer stopping distance, vibration, shaking and, most often, brake noise, such as squealing. Going to the heart of Betty-Ann’s problem, one shop owner said, “At one time the standard of care was to always replace rotors, but auto manufacturers cut corners and try to avoid paying warranty claims whenever possible, arguing they need to be worn beyond a certain percentage before being covered under warranty.
” Similar auto warranty issues more common today We can thank the COVID pandemic for issues like these affecting automobile owners across the country because of something many of us did much less of when we were staying home — drive. According to AAA, there was over a 40% reduction of people driving then, which resulted in thousands of low-mileage cars having expired original warranties. Betty-Ann bought her high-end coupe in 2019, and it had only 30,000 miles in 2023.
Wanting to keep it, the assurance of a factory-issued extended warranty was important, “And I bought the longest time and best coverage they offered.” Holds her ground “When it was obvious to the service writer that I was upset, he assured me that, within a few months to a year, the rotors would be worn down sufficiently so the factory would authorize replacement. “He did not say that driving with bad rotors wasn’t good at all for my car’s braking system.
In fact, he said that, beyond the squeak, there was no problem. I told him this was unacceptable and that I would be speaking with a syndicated legal affairs writer—you. Then he hung up!” “What? We should pay?” I phoned the service manager — with Betty-Ann on the line to authorize our discussion — and asked him to explain why they won’t stop the squeak without her paying $1,500 out of pocket.
He repeated the same nonsense she was told, this time adding, “Besides, the rotors are still working fine.” I replied, “How happy would your wife be driving around in a car that sounds like a menagerie each time she puts her foot on the brake pedal? There is a right way and a wrong way to do a brake job and to treat a faithful customer, and from what I see, you are failing at both.” “Mr.
Beaver, do you expect my service department to pay out of our own pocket $1,500 for rotors when the factory will not reimburse us?” he asked. “Betty-Ann really needs your help, having been a faithful customer for many years, and your cost is not anywhere near that figure. But I have an idea.
Why not put us on hold, brief the owner and ask him to speak with us? Reasonable people should be able to resolve this simple issue.” He agreed, and after a five-minute wait, “Oscar,” the owner, came on the line, loaded for bear, as they say. “Are you threatening to write false things about us, Beaver?” At this point, gutsy Betty-Ann spoke up: “Mr.
Beaver never said anything like that. How dare you say such a thing? I have been your customer for over 30 years, and this is how you treat me? I babysat your children for years, or have you forgotten, Oscar?” There was a long pause. “Betty-Ann, I am so sorry.
Your repairs will be completed tomorrow. With new rotors. There will be no additional charge.
Thank you for all the years you cared for our kids.” “I still love them,” she said, softly, and I could hear the tears she was holding back. Sometimes the people in charge need to be reminded of their humanity before they’ll do the right thing by their customers.
Dennis Beaver practices law in Bakersfield and welcomes comments and questions from readers, which may be faxed to 661-323-7993, or emailed to [email protected]. Also, visit dennisbeaver.
com..
