***** installers, be careful what you pay for vs what you get!

Here's the email that I sent to the store manager. No detail below was challenged by him, I got an apology email from him, then an apology phone call from the owner. I have not been provided, nor sought, any other compensation. Correct pads were installed a day later after I called their bluff.

Email:

Per our conversation this morning, I will detail what happened during my visit to your store yesterday and this morning.

24 February 2020 I rang your store at 10am on Monday, 24 February 2020 to enquire about having my front brake pads replaced. The phone was answered by your staff member, Boela. I requested a quote for the replacement of my front disc brake pads for my 2015 Honda CR-V. The initial quote was R2039.23 for replacement brake pads, labour and skimming of the discs. I asked which brand they were and was advised that they were 'ATE'. I asked for another quote for Bosch brake pads, this was provided as well at R2786, which I accepted. I also asked to know whether the store had stock of the Bosch pads and was advised that yes they did keep stock, so I let Boela know that I'd be in around midday.

At 11h30 that same day, I arrived with my car and they were able to get it onto the hoist straight away. Was advised that the work would take 60-90 minutes to complete so I went and grabbed lunch in Hatfield. Returned to the store approx. 12h40 and found my car with all 4 wheels on the ground and still up on the hoist. Boela advised that the rear pads were also in poor condition and quoted R2300 for the rear pads, Bosch as well. Boela then advised that they did not have stock of any Bosch pads for my car (front or rear) so he would have to order some.

Approx 13h30 the Bosch pads arrived. I saw Temba open the boxes and he checked the pads against my old pads - they were not compatible. Again, Boela said that he'd order another set of Bosch pads (from Midas) and suggested that I wait in the waiting area. I stayed out in the workshop area for a while. Around 14h45, I returned to the waiting room for 15 minutes or so, then checked outside in the workshop to see how things were going. 3 of the 4 wheels were back on the car. I asked Boela if the Bosch pads had arrived, he advised that they had. I then walked around the car to speak with Temba and asked if he had used Bosch pads, he said that he had.

With a view to finding out which model pads had been used on my car, while Temba was tightening off the remaining nuts, I look around the back area of the shop (the outside part with bins etc) to find the old boxes so I could photograph the model numbers for the pads. I found two Bosch boxes on the ground, picked each one up in turn and photographed them. I noted that the pads were listed as being compatible with several European brands of vehicle such as VW, Seat, etc. I also noticed that they were very heavy so I opened the larger (front disc) box and found brand new pads inside - clearly never used. Opened the other box and found the same - new pads.

I figured that I had mistakenly picked up the first set of pads which arrived at approx. 13h30 (which Temba had advised were incorrect) and so I walked to the counter and asked Boela if he could find the boxes for the pads which had been used on my car. He walked around a bit (asking Temba where they were) then walked back to where I'd found those two Bosch boxes on the ground, the ones with new pads inside. He then returned to me, with those two boxes - but they were empty. Told me that they were the boxes from the pads which had just gone onto my car. I advised Temba that I had already photographed those two boxes - and had found new pads in them approximately 2 minutes earlier. He told me that they were empty when he picked them up. Boela then showed me the invoice from Midas - which I took a picture of. It listed two sets of pads - FDB4161 and FDB4227. I asked him to assure me that Bosch pads had been used on my car - he insisted that they had. I then paid the full price for the Bosch pads (front and rear), skimming, and a wheel alignment - R5395.96.

I drove the car home and noticed a tremendous grinding sound from the rear brakes - particularly on the driver's side. Further, the stopping power was awful and it was not stopping as well as I'd expect new pads to do. Once at home, I rechecked the invoice from Supa Quick Hatfield and noted the model numbers of the pads that I was charged for. I Googled the model numbers - and they were not Bosch parts, they were both (front and rear) Ferodo parts.

25 February 2020 I arrived at Supa Quick Hatfield this morning (Tuesday, 25 February 2020) at 08h00 to discuss the noise from the rear brakes, and the disparity between the invoice and that which I had been told had been fitted. Boela arrived approx. 08h10 and I asked him why there was a discrepancy between my invoice and the pads on my car. He again insisted that Bosch pads were on my car. I then told him that I wanted all 4 wheels removed. The car was put on the same hoist, and I asked for all 4 wheels to be removed and the disc pads to be handed to me immediately. This was done. The front pads were 'TMZ' pads. The rear pads were 'Ferodo'. So the front pads didn't even match the invoice, let alone being the Bosch pads that I had paid for.

At this point, you (Hansie) were involved. I explained what had happened, including the apparent sleight-of-hand with the Bosch boxes. Boela then came over and I said "Boela, when you picked up those Bosch boxes, there were new pads inside, weren't there?" and he rep**** "Yes" and then I said "and you removed them, so that I would think you had used Bosch pads on my car, didn't you?" and he again said "Yes I did". Boela then offered a handshake and said "I'm sorry for being dishonest with you yesterday".

You then ordered OEM Honda pads from Hatfield Honda, as Boela told you that the pricing was the same as the Bosch pads, and offered to fit them while I was present. I then left your store at 09h00 and went to work. At 11h00, as promised, you called and advised that the OEM pads had arrived. I arrived in an Uber approximately 11h15 and the boxes were opened in my presence, they were clearly genuine Honda OEM. Pads were then fitted to my vehicle with your guidance given to the installer. You also advised me why the rear pads (the Ferodos) were not working correctly the night before - because they had not been fitted correctly. This left them with minimal stopping power.

You then took the vehicle for a test drive and advised that the pads were working correctly. I took the car to work and it seems to be ok now.

Sometime yesterday afternoon, I was chatting with Boela and we were talking about Australian roads vs South African roads, and I advised that I was willing to pay the extra Rand for better quality, Bosch pads, as I have two young boys (9 and 10 years old). Despite this, he still provided me cheaper, incorrect pads and sent me off in a car that was clearly not safe for driving on the roads.

As I mentioned to you earlier today - if Boela was unable to source the correct Bosch pads for me, then he just should have said so. I would have been more than understanding if he had told me at 15h00 yesterday that he was unable to get the right pads that day. He could have offered to fit the TMZ/Ferodo pads as 'temporary' pads for the evening, then I could return to Supa Quick the next day and had the correct ones fitted. Instead, he **** about what had been fitted to my vehicle, and then charged me full price for pads that simply were not there.

This behaviour by your staff is completely unacceptable. Swapping cheaper pads with the ones that I thought I had purchased is theft. Incorrect installation of the rear pads could have resulted in a serious accident - fortunately I was not picking my boys up from school immediately after receiving my vehicle yesterday - in an emergency braking situation, it is likely that they would have not performed their job and I would have crashed. I quickly realised yesterday that there was something seriously wrong with the rear brakes and drove very gently back home.