Brake Masters of Phoenix

Date:  4/13/2015CUSTOMER 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 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.[redacted] brought in her 2010 [redacted] for an oil change on 9-20-2014. Brake Masters performed an express oil changes and made some standard recommendations.According to [redacted] it appears that another shop performed an oil change on 11/25/2014. Please see attached report.On 1/24/2015, the vehicle was brought back into Brake Masters for another oil change and it was noted with concerns with the drain plug. Brake Masters made recommendation at that time to repair the concern of the oil pan. Please see attached invoice.At this time we find that Brake Masters is not liable for the repair needed as stated by [redacted], and in fact the vehicle was serviced by another shop between the service from Brake Masters.  Sincerely,  [redacted]Customer Service Manager

Date: 7/2/2014

CUSTOMER NAME: [redacted]

Revdex.com C[redacted] #: [redacted]

 

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. At this time Brake Masters would like to invite Ms.

[redacted] to meet with our Area Manager [redacted]. Mr. [redacted] has over 30 years

of experience in automotive field with [redacted] certification in suspension. Please

feel free to contact Mr. [redacted] to set up an appointment so he can inspect the

vehicle in question. You can reach Mr. [redacted] at [redacted].

Sincerely,

Customer

Service Manager

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.The vehicle had to be taken in three times to find the problem that was initially reported to Brake Masters.  Each time coincidentally finding a new problem that was NOT found on their first inspection and repair, nor on their second inspection of finding something NEW wrong!  Clearly Brake Masters is out to continue finding problems as long as a customer continues to pay exorbitant prices.  To have had ALL corrected that they "found" was to be two thousand dollars!!  They couldn't fix the problem the first time in, they couldn't fix the problem the second time in and they assured us that for $800 dollars in addition they could take care of the calipers on all four wheels and hopefully would find the problem that third time in!DOES ANYONE SEE A PROBLEM HERE?The response by Brake Masters is TOTALLY UNACCEPTABLE and a spit in the face to both me as a now PRIOR customer and to the Revdex.com which is set up to clean up shady business practices such as this business does!

Regards,

Date:  May 21, 2014CUSTOMER NAME: [redacted]Revdex.com CASE #: [redacted]

 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...

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 Masters appreciates the efforts the Revdex.com makes in helping us to resolvecomplaints, and we believe we have addressed the concerns that Ms. [redacted] has and we do not feel thatany refund should be given at this time. Our records show that Ms. [redacted] has been into our store at this location a total of 3 times since2009. We completed oil changes on 2 visits and recommended a new engine on herprevious vehicle. On 5-17-2014, Ms. [redacted] brought in her 2006 Kia Optima for a full service oil change and requestedBrake Masters to inspect her brakes. Upon completion of our inspection werecommended front and rear brake service. The front brake service to includepads and rotors, the rears to include replacement of the pads and resurface therear rotors. Then Store Manager presented the estimate and it was approved byMs. [redacted]. The service and repair was completed and when presented with thetotal invoice Ms. [redacted] then claims that she did not approve the dollar amountor services. As a gesture of good will the Store Manager discounted the rearbrake service and credit back $183.45 to the invoice, leaving and outstandingbalance of $361.43. The Store Manager also applied any discount that he couldto make the total as low as he could. The service tech did use Brake Masters partsinstead of the customer supplied parts that carry no warranty. Ms. [redacted] wasable to return those parts for full credit. Looking at Ms. [redacted] concerns she advisedthat she was quoted $90.00 for labor and the oil change. As stated on herinvoice the cost of labor of the front brake service is $78.00. Brake Mastersis unable to come up with the estimate that MS. [redacted] claims to have agreed to.It is our policy not to complete any service or repairs until we have approvalfrom the customer. Again as a gesture we have already credited the rear brakeservice to Ms. [redacted] and no cost to her.     Sincerely,  [redacted] A. [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

after the oil change my truck immediately had a problem with the throttle becoming stuck.  I returned to the brake masters with 5 minutes of leaving.  They told me pieces of my air filter could have fallen when they removed it.  They said nothing could be done.  The issue went away. What happened was they dropped a piece of my air filter into the air flow sensor which has 2 wires in it that get hot.  It took 2 weeks for the piece they dropped into my sensor to melt through the wire destroying the sensor which left me broken down.  It was their negligence that broke my sensor.  They said if I replaced my air filter they would have vacuumed all the pieces out.  So they knew it could have been a problem, since I did not get the air filter they did not vacuum the pieces they dropped.  I understand it was a mistake that's why I only want the money for the replacement sensor.

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. We would...

like the customer to set up an appointment with our [redacted] Area Manger to go over his concern. Mr. [redacted] may contact my office at [redacted] and I would be happy to set up a place and time to us to meet Mr. [redacted].[redacted]

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,

First, I was not contacted by Phoenix Area Manager. I got his number from the shop after a long argument with the shop manager, since in shop manager's words, "He cannot deal with this st right now". I called the Area Manager regarding the issue and even though he said he will call me back, he did not. I had to call him back in order to inquire about the situation. At the end of that conversation, I was called a liar and he rejected any responsibility on their side. Moreover, the shop manager swore a lot when I was there, and no one from Brake Masters seems to care about it, which makes me question the work ethic of Brake Masters. Second, I did not "elect" to reinstall the shield myself. I reinstalled the shield myself, since the shop refused to install it back. It was raining the next day, and it was not safe to drive the car without the shield. Therefore, I had to reinstall the shield myself to ensure the safety of the car. As I explained several times earlier, it was NOT necessary to remove the protective shield for performing the oil change. I had my oil changed at various shops specializing in European cars and none of them removed the shield. Moreover, the manufacturer's repair guide does not recommend removing the shield either. The protective shield is called "Serpentine belt protective cover" (SKU: [redacted]), and as the name suggests it has nothing to do with an oil change. Brake Masters decided to remove the protective shield on their own without consulting with me. If they did not know how to properly perform an oil change on my car, they should have warned me and I would choose another shop. Since the shield is already installed and in working condition, I do not accept Brake Masters's suggestion. I had to correct their mistake myself and therefore I am requesting a refund or compensation of the time I had to spend for reinstalling the shield.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID...

[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Brake Masters would request the written copies of the estimates that the customer indicates in this concern. I would be happy to address the issue with some documentation.[redacted]

Date: 4/3/2015CUSTOMER NAME: [redacted]Revdex.com CASE #:  [redacted] Thank you for forwarding to us the complaint of our customer, [redacted].  s complaint.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 have offered toinspect the vehicle or have it towed to one of our many valley location. BrakeMasters has been unable to verify any information provided by [redacted] orhis wife. Under the terms of our warranty the vehicle must be inspected at oneof our location. [redacted] has failed to follow that warranty. Thereforethere is no assistances that Brake Masters can provide.   Sincerely,  [redacted]

CustomerService Manager

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.Took my car in for a brake light check and  decided to have them check the oil leak at the same time. I was quoted 99 dollars for the oil leak. Left Brake Master without repairing the oil leak and just adding brake fluid to my brakes. Came back for the oil leak repair and this time the price  for the repair was $164. I question the price because they had already quoted me the 99 dollars prior to the work. They just shrugged their shoulders and looked at each other. I should of just left that place right then but I went ahead and had the oil leak repair given them the benefit of the doubt. The leak  on my car was a minor  but after Brake Masters finished  the leak was worst ( puddles of oil). Call them about the leak, [redacted] told me to bring my car in, but he was not in the office when I arrived. It was his assist and I showed him the picture of the oil leak after the repairs they did on the oil pan. After another check they claim it was my value cover for a total of 405.11 dollars. The price was reduce 60 dollars only because I use a coupon I got from buyer's edge newspaper that I receive every week. They did not give me any coupons. This did not stop the oil leak. Took my car in for a 3rd time and this time they claimed to replace my pressure switch at no cost to me. Every time I'm leaving my car all day with them while I have to ask for ride to work and back. Well, none of the repairs have stop  the oil leaks they've repaired as a matter of fact they have gotten worst. On the fourth time which I knew would happen, another leak somewhere in a different place ( upper oil pan this time) for another 520 dollars.[redacted] suggest to live with it and just keep an eye on the leak if I did not want to perform the repairs. At that time I told him that I would pick up my car. I was pretty angry by then and told them how I felt. At this point is when [redacted] said something about a water hose, telling me about other leaks that can happen. [redacted]'s assist then told me to pay $192.34 for the pressure switch and he highlighted the price in green. Which I told him that he was not getting another dime from me and that I was filing a complaint. This is when [redacted] offered to pay half of the 520 dollars and I told him No that he had several opportunities to do the repairs. All I want from this company is my money back. I trusted them and they fail me big time. They took advantage because I'm a women and they will do it again to some one else. The paper work that I sign was for permission  to check my vehicle before any work is done. Don't know what other paper work they are talking about. Furthermore I was looking for a weekend mechanic, but not any more. Will only be doing business with Sunland  from now on. A true and honest company.[redacted]

CID#[redacted]

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This customer was contacted by our Phoenix Area Manager and advised customer was aware of the issue and elected to reinstall the shield himself. The protective shield had damage prior to service as it is necessary to remove each oil change to clean the oil from that area. This is the 1st time seeing the vehicle for Brake Masters and do not have past history on the vehicle. As a gesture of good-will Brake Masters will reinstall the shield at no cost if customer will provide the part.
 
Timothy

2nd request for the customer to send us any sort if invoices.

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,

Customer Service Manager

Bottom line is that the consumer here has some responsibility in this matter. The vehicle required either coolant or water to be replaced in the cooling system prior to the vehicle coming back into our location . When we inspect a vehicle, we look at the obvious condition and concerns that are visual. In this case the radiator and intake gasket leaking. We recommend corrected that and hope that there is not any other concerns or issues. Ms. [redacted] was made aware of a possible internal issue with the head gasket. Ms. [redacted] approved the service and we completed the repair. It is unfortunate that there was an internal issue with the vehicle. Brake Masters cannot conclude when and how the system overheated, but we know at some point the vehicle was driven and overheated. Brake Master’s offer still stands as a gesture of good will. R,,[redacted]

The VEHICLE WAS TOWED IN 05-20-2015 TO CHECK FOR SMOKING/ OILLEAK.  CHECKED CUSTOMER HISTORY AND FOUNDHISTORY FOR OIL SERVICE FROM 05-02-2014.. VEHICLE STILL HAD OUR OIL CHANGESTICKER, AND VERY DARK/LOW OIL. RECORDS SHOW THAT MILES TRAVELED SINCE OILCHANGE WERE 16560...

MILES.  UPON INSPECTIONFOUND VALVE COVERS LEAKING EXCESSIVELY OUT THE TOP OF VALVE COVER AND ENGINE NOISE. ADVISED CUSTOMER WE NEED TORESEAL VALVE COVERS AND DO OIL CHANGE AND RECHECK FOR ANY OTHER LEAKS ANDADVISED THAT HAD INTERNAL ENGINE NOISE THAT WOULD NOT BE FIXED BY SIMPLYREPLACING GASKETS AND CHANGING OIL. CUSTOMER DID RETURN ON    05.30.2015 AND WE RECHECKED AND FOUND ONEOF VALVE COVERS LEAKING(PASSENGER SIDE) AND OIL FILTER ADAPTER GASKET LEAKING(DRIVERS SIDE UNDERCARRAIGE). WHEN CUSTOMER CAME TO PICK UP VEHICLE THEY FELTTHAT IT SHOULD NOT BE SMOKING FROM DIPSTICK TUBE OR FROM OIL CAP WITH VEHICLERUNNING.

Tell us why hDate: 11/16/2015CUSTOMER NAME: [redacted]Revdex.com CASE #: [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]. Mr. [redacted] supplied his own parts and diagnosed

the vehicle himself. Brake Masters cannot be responsible for the condition of

the vehicle prior to it coming into the shop. The vehicle obviously had issues

prior to service as customer requested service on vehicle.  Sincerely,Timothy A.

H[redacted]Customer

Service Managerere...

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