Brought my truck to Crest because my brakes were squeaking and I also needed new tires. Mike, the Service Tech who took my call asked if I needed new rotors too. I explain that they were only 6 month old but he side I better check they weren't grinded down previously. I gave the rotors a look and sure enough they looked almost new so I informed Mike, "No I do not need rotors."
A few days later I dropped my truck off for a service, on the key drop box envelope I filled in my contact info and for the service needed I wrote, " tires and brake pads."
On the day of the service, the business day was coming to an end and I had yet to receive a call. I called Crest and got to speak to Mike again. It sounded like my truck had been done for a while but I'm not sure why they didn't call first. Mike asked if I was "ready for the price" and suggested I take a seat. I was charged over $1,600 for parts and labor.
New rotors were installed and when I asked Mike why did that happen he first said it was policy to replace rotors when they do pads. I then reminded him of our conversation and that I asked not to replace the rotors and the story changed to the rotors failed inspection from his mechanic. He put me on hold do that he could take a look at the rotors that were removed, when he came back he said, "yep there is a bump." He then told me not to worry because I now have GM rotors and they are better.
I felt scammed and taken advantage of. I asked for compensation and he offered nothing. I have been going to this shop on and off for about 7+ years, I reminded him that I am military and he did give me 10% off, I also asked for my old rotor back because I paid for them and did technically own them. Mike put them in the bed of my truck.
Given we were so close to the end of the business day I wasn't able to get to the shop before they closed and my brother offered to pick up my truck. I asked him to take a look at the "old" rotors when he got there. When my brother saw the rotors he was shocked and asked to speak to management. He spoke with Dean the service manager and told him that his company was ripping me off and the rotors that were removed were 90-95% GOOD. Dean agreed with my brothers analysis of the rotor but still offered no compensation.
That evening when I saw the "old" rotors, I too was shocked. The next day I called to speak with management and spoke with Dean. He also told me that the rotors that were removed were in good shap and didn't need to be replaced but, "don't worry now you have GM rotors." He then proceeded to ask why did I get new brake pads?
Wait...What?!??!!
I told Dean the brakes were squeaking and he said I was wrong to ask for new pads and should have asked for a diagnostic. I then explained I was extremely disappointed in the customer service of him, Mike and their mechanic. As a customer I would like to have been able to trust in there service provided but instead I had rotors replaced which I did not ask for and pads replaced that I did not need for a total of over $640 in parts and labor that was never needed!
Now because I was upset about the rotors, I forgot to look at the tire. I had ordered Fortitude HT tires but on my truck were Territory AT. My black rims were covered in a white lub that was now hardened onto all four tires and I was missing a valve cap.
I called to talk to Dean again about the tires and left a message, he never called back.
I am extremely disappointed in the lack of customer service provided by Crest. I feel scammed and ripped off. I can ensure you they will never have my business again. read more
