COMPLAINT: Mark Kolter, Milwaukee

I hired Felsing Service to service the brakes on my 2002 Honda Accord at 55,000 miles. At 91,000 miles, I needed brakes again. After the second brake job, severe pulsing was apparent. They replaced calipers and pads, but pulsing remained. Rather than try to fix the brakes correctly, they told me to go somewhere else.

I researched prospective problems with 2002 Honda Accord brakes and learned that this model's brakes are problematic. The fix is usually available only at a Honda dealer. Honda issued a Technical Service Bulletin that Felsing Service apparently never researched. It seems unfair to pay for service never properly performed.

DESIRED RESOLUTION: I would like a refund of the $490.75 repair bill.

RESPONSE: Jaclyn Price, service consultant, Felsing Service

We attempted to resolve the customer's brake pulsation issue three times with new rotors, but it became evident that it was a short-term solution. The rotor replacement repairs were done twice at no charge and once at cost for the parts.

We did check for TSBs but none of the titles seem to suggest a connection to the customer's brake pulsation problem. Usually TSBs can be searched by symptom.

The TSB the customer referred to (brake disc refinishing guidelines) did not come up in our search for the pulsation symptoms. Our options, at that time, were to continue replacing rotors or look into possible hydraulic problems.

Since rotor replacement had proven to be a short-term solution and we did not have conclusive evidence to suggest hydraulic component replacement, we suggested he get a second opinion.

We know the importance of continuing education, and we pride ourselves in providing this for our technicians. We are happy our suggestion of a second opinion offered a valid solution for our customer. In looking over the customer's repair history, we do not agree with all the details he provided you, and we do not believe this is a warranty situation. However, because of our past relationship with this customer and the valuable information he provided to us, we will grant the refund request of $490.75.

STATUS: Resolved