Welcome to our new beta design! Click here to go back to the old Newschoolers.
Whenever a car has work performed on it from a dealership they all follow a form of conduct for their repair orders that is pretty much universal since they are technically legal documents.
They must list 3 things... Concern, Cause, and Correction. If the copy of the RO that was giving to you does not clearly list any of these things in the tech's story you have large amounts of leverage against the dealership. For instance of this particular case with the OP's mom's subaru... if it does clearly state why the brakes were worn out so quickly and what was done to prevent it from happening again, you have large amounts of leverage you can use against the dealership that performed the work.
The first thing you need to do is complain in person with the service manager of the dept since it is much harder for him to decline or not cooperate in person, it is much easier to be cold to a customer over the phone because he cannot see their emotions or that a human being is on the other end of the phone conversation. When you make a complaint you have to know exactly what to complain about otherwise it just looks like sour grapes, you must figure out exactly what was not layed out correctly for the work on your car and pin point the complaint in order to gain any sort of ground when you are posturing. Do not be rude when you are with the manager as they are far less likely to help someone out who is being unreasonable and emotional. If all else fails, you need to ask for the customer care phone number of the car brand as the car dealership answers to customer care and it gets quite messy if customer care gets directly involved, managers will do everything in their power to keep customer care out of the situation as they keep a record of how many times they have been contacted in relation to a service dept or a particular person in general. If a case is severe enough, a brand rep will travel to the dealer and deal with the customer directly and that is a massive negative reflection on the service manager. When you ask for the customer care number you should ask for another hard copy of the RO to let them know you are not fucking around and are planning to lodge a formal complaint and scan the archived RO to the brand, normally something like this is enough on its own to strong arm the manager into getting what you are looking for.
Just remember to never lose your cool, that will get you no where.... it pays to be calm and collected when dealing with the service manager as it shows that you are willing to handle the situation in a civil manner.
Good luck to all who need to flex their muscles at the service depts, most service depts DO NOT want to fuck over customers and if the RO in question is reviewed and the tech is found to be at fault it will come directly out of his pocket through docked pay and you will get free service related things in the future along the way. Tech's will literally have money taken back from them in a situation where they fuck over a customer and are caught in the act, hence the need for perfect paper work on the tech's end ( the 3 C's I listed earlier).
KingTacohonestly all it takes is your mom going down one huge mountain hill with her foot hard on the brake and boom, there go your rotors. Theyll get hot as shit, warp to fuck and youll have two options. Could grind em down back to flat or get new ones.
I let a friend drive my car to mount washington one time because i was hungover as balls. He clearly wasnt using low gear through the mountains and the next time i drove i was like yup, fuck my rotors are warped
someone who drives poorly like that is also likely to be the same person who accelerates into red lights and rails the brakes at the last minute. there go your pads
honestly, your mom is probably a typical female driver and does not know how to use the flow of the road, coast to stop signs and lights, and use low gear on huge hills
JAHpowAs terrible as it sounds they probably just took advantage of your mom because typically women don't know a whole lot about their vehicles, especially things like brake pads. The pads were probably fine but they replaced them to make more money, or maybe they didn't even replace them.
This happens very frequently at repair shops.