Tricky situation

[CAautogroup]

Hello all,

We were recently servicing a vehicle for brake work due to low pedal depression. Vehicle presented with brake pads metal to metal, scored rotors, and 2 seized calipers as well as water in the brake fluid lines.

After replacing the pads, rotors, calipers,  and purging the lines, there was still depression noted. We recommended replacing the brake master cylinder. Customer agreed and part was ordered from the dealer. After installation and purging the lines several times, it appeared slightly better though depression in the pedal was still present. We advised the customer that more time was needed with the vehicle and insisted on taking the vehicle as is cause "we did not know what we were doing". Vehicle was at the shop for about 2-3 days. Payment was made so we could no longer hold the vehicle.

Come to find out, the customer is now suing for the amount of repairs though they are justified as the parts were in need of replacement (we still have the old parts). 

Any suggestions as to how to proceed? 

Thanks for your thoughts and input in advance.

 

- Nick 

[[email protected]]

Was this on a ford truck?

[gandgautorepair]

11 hours ago, [email protected] said:

Was this on a ford truck?

My first thought...

[gandgautorepair]

I'd refund to the customer the amount of the master cylinder replacement, and re-explain that the pads, rotors and calipers obviously needed to be replaced. If he's already filed in small claims court and won't drop the action after the refund, then it's a judgement call on your part if you'd rather refund the rest of the repair or go to small claims court and take your chances. I'd probably base the decision on the customers attitude after offering the refund and explanation. If you have pics of the metal to metal rotors, and reasonable evidence of sticky calipers, I wouldn't be afraid of the small claims court...but do you want to take the time to mess with it or just be done with the situation and move on. Hopefully, you compared the soft pedal to a like vehicle to make sure you actually had a problem or was it just customer perception. Did the vehicle lock up the brakes on a hard stop even though the pedal felt soft?

[CAautogroup]

Hello all,

 

Thanks for the response. Yes, ironically it was a Ford vehicle. Yes, prior to servicing the pedal was soft. Customer did not give us the opprotunity to fully complete repair or work things out. We were served with papers only. No complaints filed (ie bbb) or negative reviews left online. 

 

-Nick 

[alfredauto]

Sometimes small claims is bad for you. The local judge is trained to be on the consumers side. Consumer paid for repair, car still broke, you are a thief that stole their money. That's how it works in my town I'm happy never to set foot in that circus again. I'd try to reason with the customer and maybe give back the mc money you may come out ahead with losing a little. 

[3PuttFever]

I would fight in on principle alone. You did a thorough job of going through the process. It can feel like a no win situation but there's a silver lining in there somewhere. Did another shop fix the issue they deprived you of fixing? You should not have to have the old parts to prove what you did fixed a needed safety repair in my opinion. If that is what we're coming to then I would think we'd be best served to simply ALWAYS return all non-core parts that are R&R'd. 

[Romeos]

Question. Did you change the brake booster along with the other components? It’s standard at our if the master cylinder needs replacing then we automatically change out the booster also.