Brake Masters of Phoenix

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowFirst of all, I did not recieve any contact from anyone at Brakemasters, I told the employee who came to look at my car that my husband did not have a phone at the timeManager *** did not even get my contact information from me when I contacted him the next morning, sorry our phone were not working but that is not an excuseI HIGHLY doubt that our problem stem from a loose radiator cap! Brakemasters was to top off all of my fluids on the charger and I also thought they would make a general inspectionALSO, I DID NOT DRIVE THAT CAR miles in one month are you crazy? I was not satisfied with the employee that came to check on my carNot ONCE, have I heard and im sorry or let me give you your money back for the "service" we performedALSO, why was my car perfectly fine right before I took it in to your shop, and now my car is overheated to the point where I had to get new headgasketsJust because your little machine told you my radiator cap was bad, its my fault? I do not think so! I would AT LEAST like my money back for my oil change that ruined my car$later my car is fixed because I had to pay for it Regards, [redacted]

Date: 11/5/2014CUSTOMER NAME: [redacted] Revdex.com CASE #: [redacted] Thank you for forwarding to us the complaint of our customer, [redacted] [redacted] is a valued customer and we appreciate the opportunity to respond to thiscomplaint.It is and always has been Brake Masters® policy to correct anydeficiencies that have occurred in repairing and/or servicing a customer'svehicleFurthermore, Brake Masters® has always tried to satisfy all itscustomers when they have experienced a problemBrake Mastersappreciates the efforts the Revdex.com makes in helping us toresolve complaints, and we believe we have addressed the concerns that [redacted] has and we do not feel thatBrake Masters has any liability in this matter9-19-2014, [redacted] was brought intoour location for an oil changeOn 10-23-2014, [redacted] sends via ourwebsite a concern about her serviceOur Area Manager immediately made contactwith the customer and requested for him to inspect the vehicleThe Area Managerwent to the residence where he found a loose radiator capAt that point thevehicle had been driven miles and over days since we completed theserviceAccording to [redacted] the vehicle was just sold on 9-18-The Area Manager was able totake pictures of the vehicle and can provide if neededThe [redacted] wereadvised to have the vehicle towed to one of our location and we would inspectthe damage to the vehicleThey have failed to contact Brake MastersOurrecords also indicate that the vehicle has not been taken to another shop forinspection, but if the [redacted] could provide those invoices it would be helpfulto see what the other shop determined At this timeBrake Masters is denying [redacted] claimCopies of the pictures and [redacted] reports are available upon requestSincerely, [redacted] CustomerService Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
If the work by Brake Masters had been done properly, none of this would have happened. I'm an year old man, driving his ailing wife to a Heart Specialist in Phoenix, and did not feel that driving around in a car with questionable brakes was a prudent and safe thing to doOrdinarily, I never leave Lake Havasu City
I was already at Mr***'s houseSince has was a Ford Factory Technician for thirty years before opening his current business, he offered to inspect my car to see what was wrongHe test drove the car and declared it unsafe to drive anywhere, much less taking my wife to the doctor's officeHe then physically inspected the brakesHe stated that the front rotors had been machined so poorly that they needed to be replacedHe drove his own vehicle to the auto parts store, bought one pair of rotors and replaced my front rotors, something he has done many times in his careerI have attached a copy of his invoice
Brake Masters poor workmanship was the cause of my problem and am simply trying to recover the additional money it cost me to correct the issues they were originally contacted to do, but their improper machining put my wife and I at risk. When I showed the rotors to Brake Masters, they tried to keep them thus, removing evidence from my possession
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
FIRST OF ALL ITS A OUT RIGHT LIE THAT I ONLY WANTED THE REPAIRTHE MANAGER *** TOLD ME THAT THEY WOULD HAVE TO PULL THE HEAD TO DO THR REPAIR AND I DID GIVE THEM THE GO AHEAD TO PULL THE HEAD AND DO THE REPAIRAND IF THEY WOULD OF DONE WHAT THEY SAID THEY WERE GOING TO DO THEY WOULD OF FOUND THAT CYLINDER #WOULD OF NEEDED A INTAKE VALVEI DO NOT SEE HOW THIS COMPANY CAN HAVE A A+ rating when they don't admit for there mistakesIf I have to I can forward all documentation to the Revdex.com to get this resolved as I will take it to on your side*** THE MANAGER CALLED ME AND TOLD ME MY VEHICLE WAS READY AND WHEN I GOT THERE HE SAID THEY GOT THIS SPECIAL TOOL FROM CALIFORNIA WHERE THEY DID NOT HAVE TO PULL THE HEADWHEN I GOT IN MY VEHICLE AND STARTED IT I FOUND IT WAS STEEL RUNNING THE SAME AND WENT RIGHT BACK INTO THE STORE AND TOLD *** THE MANAGER ABOUT IT AND HE INFORMED ME TO DRIVE IT MILES AND IT WOULD CLEAR UP INWHICH IT DIDN'TI TRIED TO SETTLE THE MATTER WITH BRAKE MASTERS BEFORE I WENT TO THE Revdex.com BUT THEY DIDN'T WANT TO BOTHER WITH MEBRAKE MASTERS IS AN OUT AND OUT LIAR AND THEY DO NOT TAKE CARE OF THERE CUSTOMERS AS THEY SAY THEY ARE BONEAFIED THIEFS AND WILL NOT LET THEM SCREW MEI WILL EXCEPT NOTHING LESS THAN HALF OF THE AMOUNT I PAID LESS TAXES, I FEEL THAT IS FAIR AND JUST
Regards,
*** ***

The consumer must take some responsibility in this matterThe work was done at someone’s houseThe letter sent from Mr*** does not have any kind of brake measurements you would expect from a professionalBrake Masters would honor any and all warranty mattersOur warranty does state that a vehicle must return to us for inspectionThat was Mr*** objection to take it elsewherePlease see copy of the invoice dated back in March The labor warranty was expiredThe parts carry a lifetime warrantyWe did not replace rotors on the service date
**
***

Date:  11/5/2014CUSTOMER NAME: [redacted]Revdex.com CASE #:  [redacted] Thank you for forwarding to us the complaint of our customer, [redacted].  [redacted]is a valued customer and we appreciate the opportunity to respond to thiscomplaint.It is and always has been Brake Masters® policy to correct anydeficiencies that have occurred in repairing and/or servicing a customer'svehicle. Furthermore, Brake Masters® has always tried to satisfy all itscustomers when they have experienced a problem. Brake Mastersappreciates the efforts the Revdex.com makes in helping us toresolve complaints, and we believe we have addressed the concerns that [redacted] has and we do not feel thatBrake Masters has any liability in this matter. 9-19-2014, 2007 [redacted] was brought intoour location for an oil change. On 10-23-2014, [redacted] sends via ourwebsite a concern about her service. Our Area Manager immediately made contactwith the customer and requested for him to inspect the vehicle. The Area Managerwent to the residence where he found a loose radiator cap. At that point thevehicle had been driven 882 miles and over 30 days since we completed theservice. According to[redacted] the vehicle was just sold on 9-18-2014. The Area Manager was able totake pictures of the vehicle and can provide if needed. The [redacted] wereadvised to have the vehicle towed to one of our location and we would inspectthe damage to the vehicle. They have failed to contact Brake Masters. Ourrecords also indicate that the vehicle has not been taken to another shop forinspection, but if the [redacted] could provide those invoices it would be helpfulto see what the other shop determined.  At this timeBrake Masters is denying [redacted] claim. Copies of the pictures and [redacted] reports are available upon request. Sincerely,  [redacted]
[redacted]
CustomerService Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. First of all, I did not recieve any contact from anyone at Brakemasters, I told the employee who came to look at my car that my husband did not have a phone at the time. Manager [redacted] did not even get my contact information from me when I contacted him the next morning, sorry our phone were not working but that is not an excuse. I HIGHLY doubt that our problem stem from a loose radiator cap! Brakemasters was to top off all of my fluids on the charger and I also thought they would make a general inspection. ALSO, I DID NOT DRIVE THAT CAR 800 miles in one month are you crazy? I was not satisfied with the employee that came to check on my car. Not ONCE, have I heard and im sorry or let me give you your money back for the "service" we performed. ALSO, why was my car perfectly fine right before I took it in to your shop, and now my car is overheated to the point where I had to get new headgaskets. Just because your little machine told you my radiator cap was bad, its my fault? I do not think so! I would AT LEAST like my money back for my oil change that ruined my car. $2000 later my car is fixed because I had to pay for it. 
Regards,
[redacted]

A full refund was sent to the customer.
[redacted]

[redacted], The Area Manger was the employee who can to the customers home to inspect the vehicle. [redacted] was not present. We would like to see any repair invoices [redacted] has. [redacted]

Thank you for forwarding to us the complaint of our customer, [redacted].  Mr. [redacted] is a valued customer and we appreciate the opportunity to respond to this complaint.
It is and always has been Brake Masters® policy to correct any deficiencies that have occurred in repairing...

and/or servicing a customer's vehicle. Furthermore, Brake Masters® has always tried to satisfy all its customers when they have experienced a problem. 
Brake Masters appreciates the efforts the Revdex.com makes in helping us to resolve complaints, and we believe we have addressed the concerns that Mr. [redacted] has and we do not feel that any refund for services authorized by Mr. [redacted] should be granted. 
On 5-6-2014, Mr. [redacted] brought in his 2000 Ford Excursion with major top engine concerns. The vehicle was at another shop and had blown out spark plugs. Upon the approval of Mr. [redacted] Brake Masters had to re-tap the spark plug holes. The vehicle had extensive damage to #8 cylinders. The customer was advised that the head gasket and heads may need to be replaced. Brake Masters informed the customer and Mr. [redacted] only wanted us to complete the repairs on the spark plugs. Unfortunately the # 8 cylinder has failed and the internal damage is extensive. Mr. [redacted] was made aware of all the repairs and was given the options to proceed or decline in hopes of saving the engine. Please see attached invoices.  Brake Masters as a gesture of good will would be willing to help out with the cost to install a used engine. 
Sincerely,
[redacted]
Customer Service Manager

Thank you for forwarding to us the complaint of our customer, [redacted]. Mr. [redacted] is a valued customer and we appreciate the opportunity to respond to this complaint.
It is and always has been Brake Masters® policy to correct any deficiencies that have occurred in repairing...

and/or servicing a customer's vehicle. Furthermore, Brake Masters® has always tried to satisfy all its customers when they have experienced a problem. 
Brake Masters appreciates the efforts the Revdex.com makes in helping us to resolve complaints.
On 3/17/2014, Mr. [redacted] brought in his 2006 Ford Freestyle for a brake inspection. Brake Masters completed front and rear brake service to include new pads and resurface the rotors. Warranty on the parts (pads) is lifetime and the warranty on the labor to install and resurface is 90 days. Mr. [redacted] failed to return to a Brake Masters location for us to inspect and advise on any warranty. We currently have 18 locations in the Phoenix area. Unfortunately, we are unable to process any refund at this time. Our warranty states on the back of Mr. [redacted] invoice that he must return to a Brake Masters location to honor said warranty.  
Sincerely,
[redacted]
Customer Service Manager

Date:  11/5/2014CUSTOMER NAME: [redacted]Revdex.com CASE #:  [redacted] Thank you for forwarding to us the complaint of our customer, [redacted].  [redacted]is a valued customer and we appreciate the opportunity to respond to thiscomplaint.It is and always has been Brake...

Masters® policy to correct anydeficiencies that have occurred in repairing and/or servicing a customer'svehicle. Furthermore, Brake Masters® has always tried to satisfy all itscustomers when they have experienced a problem. Brake Mastersappreciates the efforts the Revdex.com makes in helping us toresolve complaints, and we believe we have addressed the concerns that [redacted] has and we do not feel thatBrake Masters has any liability in this matter. 9-19-2014, 2007 [redacted] was brought intoour location for an oil change. On 10-23-2014, [redacted] sends via ourwebsite a concern about her service. Our Area Manager immediately made contactwith the customer and requested for him to inspect the vehicle. The Area Managerwent to the residence where he found a loose radiator cap. At that point thevehicle had been driven 882 miles and over 30 days since we completed theservice. According to[redacted] the vehicle was just sold on 9-18-2014. The Area Manager was able totake pictures of the vehicle and can provide if needed. The [redacted] wereadvised to have the vehicle towed to one of our location and we would inspectthe damage to the vehicle. They have failed to contact Brake Masters. Ourrecords also indicate that the vehicle has not been taken to another shop forinspection, but if the [redacted] could provide those invoices it would be helpfulto see what the other shop determined.  At this timeBrake Masters is denying [redacted] claim. Copies of the pictures and [redacted] reports are available upon request. Sincerely,  [redacted]
CustomerService Manager

Thank you for forwarding to us the complaint of our customer, [redacted].  Mr. [redacted] is a valued customer and we appreciate the opportunity to respond to this complaint.It is and always has been Brake Masters® policy to correct any deficiencies that have occurred in repairing...

and/or servicing a customer's vehicle. Furthermore, Brake Masters® has always tried to satisfy all its customers when they have experienced a problem. Brake Masters appreciates the efforts the Revdex.com makes in helping us to resolve complaints, and we believe we have addressed the concerns that Mr. [redacted] has and we do not feel that any refund should be given.On 8-30-2014, Mr. [redacted] brought in his 2003 Ford F250 requesting a brake inspection. Upon our inspection Brake Masters recommended Rear brake service to include pads, rotors and drivers side rear caliper. Unfortunate due to the hour, we were unable to get the parts needed to service the vehicle and Mr. [redacted] declined to leave the vehicle with us. The charge for $37.94 is for the brake inspection that Mr. [redacted] requested. A large truck requires more time and it is Brake Masters policy to charge for the inspection. If Mr. [redacted] had chosen to complete the services with us we would apply this amount towards the final bill. Mr. [redacted] declined. We provided the service that Mr. [redacted] requested. It appears that he was capable of inspecting his vehicle anyway why would he approve of us completing the inspection at an approved cost to Mr. [redacted]? Sincerely,[redacted]Customer Service Manager

Unfortunately the customer chose to take his vehicle to another shop for repair. Under the terms of our warranty once a vehicle is worked on by another shop it voids nay warranty that it would have. As I previously indicated we did recommend a new air filter and by the customers own words drove the vehicle another 2 weeks without correcting the issue or returning back to Brake Masters for assistance. The consumer does have some liability with his own vehicle. Please let me know if I can be of further assistance.
 
Timothy

Both our Store Manager and Area Manager have spoken to this customer. The Area Manager offered to meet with the customer but was postponed due to health issues on the customer s end. The Area Manager has again tried to make contact and no response by the...

customer.   Timothy

I guess I am confused. Mr. M[redacted] spoke to the customer and she is getting a complete refund plus for her time. Check to be sent out on12/16/2016

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

FIRST OF ALL ITS A OUT RIGHT LIE THAT I ONLY WANTED THE REPAIR. THE MANAGER [redacted] TOLD ME THAT THEY WOULD HAVE TO PULL THE HEAD TO DO THR REPAIR AND I DID GIVE THEM THE GO AHEAD TO PULL THE HEAD AND DO THE REPAIR. AND IF THEY WOULD OF DONE WHAT THEY SAID THEY WERE GOING TO DO THEY WOULD OF FOUND THAT CYLINDER #8 WOULD OF NEEDED A INTAKE VALVE. I DO NOT SEE HOW THIS COMPANY CAN HAVE A A+ rating when they don't admit for there mistakes. If I have to I can forward all documentation to the Revdex.com to get this resolved as I will take it to 3 on your side. [redacted] THE MANAGER CALLED ME AND TOLD ME MY VEHICLE WAS READY AND WHEN I GOT THERE HE SAID THEY GOT THIS SPECIAL TOOL FROM CALIFORNIA WHERE THEY DID NOT HAVE TO PULL THE HEAD. WHEN I GOT IN MY VEHICLE AND STARTED IT I FOUND IT WAS STEEL RUNNING THE SAME AND WENT RIGHT BACK INTO THE STORE AND TOLD [redacted] THE MANAGER ABOUT IT AND HE INFORMED ME TO DRIVE IT 500 MILES AND IT WOULD CLEAR UP INWHICH IT DIDN'T. I TRIED TO SETTLE THE MATTER WITH BRAKE MASTERS BEFORE I WENT TO THE Revdex.com BUT THEY DIDN'T WANT TO BOTHER WITH ME. BRAKE MASTERS IS AN OUT AND OUT LIAR AND THEY DO NOT TAKE CARE OF THERE CUSTOMERS AS THEY SAY THEY ARE BONEAFIED THIEFS AND  WILL NOT LET THEM SCREW ME. I WILL EXCEPT NOTHING LESS THAN HALF OF THE AMOUNT I PAID LESS TAXES, I FEEL THAT IS FAIR AND JUST.

Regards,

Mr. [redacted] brought in his 2003 Nissan Frontier for an oil change on 7-12-2016. It was clearly documented that the air filter was damaged prior to service. Mr. [redacted] declined to replace the air filter as...

recommended at that time. It is our understanding that Mr. [redacted] took his vehicle to his cousin’s shop for service. Brake Maters was not given the opportunity to inspect the vehicle to determine any concerns.  Therefore at this time no refund will be granted. Please see attached invoice.

Terry M[redacted] called me on 11/3/2016 at 11:02am explaining that the store mgr was out until "Tuesday next week" and Terry himself would be out of town until Tuesday also. He stated " but would it be possible to call you next week to set-up a time to come look at the vehicle." I was happy that they were willing to come to my address, but none of this happened. Terry did not call me, Rocky did not call me. On 11/9/2016 at 9:24am a gentlemen saying his name is Wae (sp?) describing himself as "the other manger" called me while I was at a doctors offic appointment (not medical issue) to say Terry was still out of town and had asked him to call me. I asked this manager if they (Brake Masters) were going to make it out today to look at the truck and he said no. After my appointment I drove into Brake Masters parking lot, walkd into the store to see Rocky the manager was indeed back in the store. I am very disappointed that when I submitted a Revdex.com complaint, Terry seemed genuine that they wanted to fix this, but no further attempts beyond that initial call were made to actually fi my truck.

Date: 6/24/2014                     

CUSTOMER NAME:  [redacted]

Revdex.com CASE #:  [redacted]

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Thank you for forwarding to us the complaint of our customer, [redacted].  Ms.

[redacted] is a valued customer and we appreciate the opportunity to respond

to this complaint.

It is and always has been Brake Masters® policy to correct any

deficiencies that have occurred in repairing and/or servicing a customer's

vehicle. Furthermore, Brake Masters® has always tried to satisfy all its

customers when they have experienced a problem. 

Brake Masters

appreciates the efforts the Revdex.com makes in helping us to

resolve complaints, and we believe we have addressed the concerns that Ms. [redacted] has and we do not feel

that any more of a refund should be given.

On 4-4-2014, Mr.

[redacted] brought in vehicle for rear brakes. In June, Brake Masters was

contacted by Mr. [redacted] advising that there was a possible concern about the

rear brakes on the Lexus. Mr. [redacted] failed to return to Brake Masters as our

warranty states to inspect the vehicle prior to another shop doing any type of

service that we had performed. Our warranty states that if another shop works

on the service that we had completed it voids our warranty. As gesture of good

will a refund was sent to Mr. [redacted] for $101.56 to cover the charges of the

other shop. Check number was [redacted] issues on 6-16-2014.

Brake Masters will

not issue a refund just because the customer requests it through the Revdex.com.  

 

Sincerely,

Customer

Service Manager