08/24/2026
We normally do not respond publicly to customer complaints, but because this post contains information that does not accurately represent what occurred, we feel it is important to clarify the facts.
First, this customer was not charged over $2,000 for repeated rear brake repairs. That total combines multiple visits and other repairs/services performed on the vehicle. Presenting the entire amount as money spent repairing the same recurring brake problem is simply not accurate. Also one invoice is zero dollars because we warrantied them no questions asked. The invoices posted with the complaint themselves show that different work was performed.
We have also made considerable efforts to accommodate this customer. On multiple occasions, including busy Fridays, we have taken the vehicle in without a scheduled appointment because she was in a rush and needed help. We did our best to accommodate her despite an already full schedule.
Most importantly, we have previously discussed the vehicle’s ongoing issues with the customer. During those conversations, we were told that these problems existed before the vehicle ever came to Weston Automotive and that attempts had previously been made to diagnose or correct them without success.
When a vehicle has an ongoing or intermittent problem, performing one repair does not mean that every future problem involving the same system has the same cause or is the responsibility of the shop that last worked on it. We will always inspect our work and stand behind repairs for which we are responsible. What we cannot do is accept responsibility for unrelated failures or pre-existing problems simply because we have previously serviced the vehicle.
Regarding the request for records, we did provide copies of the most recent repair orders that were requested at the time. We were operating a busy repair shop in the middle of the workday, and immediately stopping operations to print every historical invoice was not practical. That was not a refusal to provide records.
We understand that vehicle repairs can be frustrating, and customers absolutely have the right to question a repair or ask us to explain our diagnosis. We are equally entitled to correct the record when our business and reputation are being publicly criticized using an inaccurate characterization of the work performed.
Weston Automotive has served this community by being straightforward with our customers, accommodating people whenever we reasonably can, and standing behind our work. We will continue to do exactly that.
Anyone with questions about work performed on their vehicle is always welcome to speak with us directly.
