Brake Masters of Phoenix

Please see copy of customer's invoices and documentation.

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

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.hi [redacted]!! in regards to brake master the reason why I had declined is that I had sent [redacted] from brake masters the invoice from the shop and my husband called him 3 additional times and left 2 voice mails and yet again he NEVER calls us back. so this issue is yet to be resolved the email I was sent was if the issue had been resolved and it hasn't and with the 7 day deadline approaching I had to decline it. I apologize for not leaving a comment I had already declined it and tried to go back to comment and I couldn't. I have a copy of the invoice from Fletcher's where it was fixed and I also kept the oil pan that was damaged by brake masters. I would love for this to come to some kind of resolution but on my part I find it IMPOSSIBLE to get a hold of [redacted]. I couldn't tell you how many times we called him and left messages and never a call back. some customer service they have, attached is the file with the copy of the invoice for you. I also wanted to thank you for helping me with this. I very much appreciate the hard work you put in for people who feel wronged buy a business. thank you again.sincerely[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]

The consumer must take some responsibility in this matter. The work was done at someone’s house. The letter sent from Mr. [redacted] does not have any kind of brake measurements you would expect from a professional. Brake Masters would honor any and all warranty matters. Our warranty does state that a vehicle must return to us for inspection. That was Mr. [redacted] objection to take it elsewhere. Please see copy of the invoice dated back in March 2014. The labor warranty was expired. The parts carry a lifetime warranty. We did not replace rotors on the service date.

 

 

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 never overheated and it has never been confirmed that the Head Gaskets are blown.  After speaking with the District Manager and Regional Manager, both have stated that in order to confirm if the Head Gaskets are blown, the vehicle needs to go to a Machine Shop to perform a test on the Head Gaskets. 

It has also been stated repeatedly, by the Store Manager, and agreed on by the District Manager, that nothing I did was the cause of the intake manifold gaskets blowing / leaking.  The faulty Intake Manifold Gaskets are the root of all issues with my vehicle. 

It was also stated, while in the waiting room on 03/31/2014 - by [redacted], the Store Manager, the if we ever find an HONEST MECHANIC, to let him know and that he would like to hire him. 

The Regional Manager also asked me during a conversation - "did they make you pay for the radiator?"  This alone tells me I should not need to pay for this.  If he did not suspect any wrong doing on behalf of Brake Masters, why would he ask that?

[redacted] also stated on Tuesday, April 1 - while speaking with my other half on the phone, [redacted], that all calls are recorded.  Mind you, [redacted] was off that day and was contacted at home on his cell phone by the Manager on duty that day.  If all calls are recorded, why is this not disclosed when calling into Brake Masters? I would like them to pay for the repairs and I will take my vehicle to another mechanic, as I do not trust Brake Masters to work on any of my vehicles anymore nor to I believe in their ethics as a business, as I have been taken advantage of.    I also want my refund of $666.67 that was told to be paid on April 1st, then discuss with the District Manager.

Regards,

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...

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

I would like to thank you for the opportunity to explain our side of this issue. [redacted] brought her vehicle in the first time on 01/02/14 to have her vehicle inspected for an oil leak. At that time, we did recommend that she replace her lower oil pan. I explained to...

[redacted] that her vehicle may have more than one oil leak. Which she was aware of and even signed an invoice after the service was complete that stated that we would have to start with the oil pan but there are likely more leaks. The vehicle is a 1996 Nissan with over 140k miles. Gaskets are going to break down and leak. On 01/11/14 she returned, again we inspected the vehicle for another oil leak, standard process is to fix one and inspect for another if it continues to leak. During this inspection, we found the valve cover was leaking, of which we had mentioned as a possible leak during a prior service, she agreed to have the repairs made at that time. Again, it was explained that other leaks may be possible. On 01/15/14 she returned once again to inspect for leaking, we replaced the oil pressure sensor, also, there was some indication that the lower oil pan was leaking again. We completely covered the oil pan repair under warranty and as a customer satisfaction we replaced the oil pressure switch 100% no charge to [redacted], total cost for oil pressure switch was $64.00. Again, we explained what we had done for her and advised her that at next oil change we would inspect for oil leaks that may have started leaking once we sealed the other spots. Again, [redacted] completely understood and was happy with the service. on 02/01/14 again [redacted] requested that we inspect her vehicle for an oil leak. We quickly brought her vehicle in and inspected it. The repairs that had been made in the past were still holding up and not leaking, however after sealing the lower oil pan and pressure sensor, the upper oil pan began to leak. Basically engines are like a garden hose, once you plug a leak on an old hose, another one will spring up. I personally called [redacted] and informed her of the leak that we have now found. I advised her that even though the upper oil pan is leaking, it isn't leaking badly, and that she had a couple of options. I advised her that the repair calls for fives hours of labor to repair. Her option were, continue to monitor the leak until it got to a point of leaking severely, and  we could check her oil level every couple of weeks, or fix it, in which I did provide her with an estimate. [redacted], said ok, we will just come pick up the vehicle. Once she arrived she had her husband with her. I explained to him what I had told [redacted] on the phone, both of them had made a statement that we had intentionally ripped them off. I quickly advised them that, this isn't the case. I went over the invoice were I had stated that other leaks maybe present and that she had signed it, also reminded her how I communicated every step of the way with her on the process. And told her that at this point she doesn't have to fix the upper oil pan and could just monitor it. We also pointed out to her how I replaced the oil pressure switch at no cost to her, and provided her with several discounts to help along the way. She and her husband continued to cite that we ripped them off, and at that point to try and maintain a customer relationship with them, I offered to do the upper oil pan at half the cost of the estimate. They both declined, stated that they would file a complaint and left the store. In closing, during this conversation we had a brand new customer, first time visit in the store. When [redacted] and her husband left, this gentleman walked to the counter and said, by the way you handled that, you now have a lifetime customer. I could possibly contact this customer and see if he would be willing to send a statement. Once again, Thank you.

Store Manager 151

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

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 2-20-2105, Mr. [redacted] brought in his 1995 [redacted] with brake concerns. After an inspection, Brake Masters recommended front and rear brakes to include pads and rotors. The front pads are 100% worn and rears are at 95% worn. At that time there was no indication that the masters cylinder was failing and no visual indications. On 2-27-2015, the vehicle was returned due to no pedal. At that point the master cylinder had failed. Mr. [redacted] approved the service. No other issues were present at that time. On 3-5-2015, vehicle has issues with rear calipers. Nothing Brake Masters did caused the calipers to fail. Time and age of the vehicle is a major factor in the components failing? It appears that we did charge Mr. [redacted] twice for the brake flush in which I will be issuing a refund check. Sincerely,[redacted]

CustomerService Manager

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

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: 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 went there to get a front wheel alignment and had to come back 2 to 3 weeks later to get another alignment. they said that camber was way out so I had to pay for another then with the past 4yrs them striped the oil pan bolt on my other car and they said they did not do it

Please provide Brake Masters a copy of the work order or invoice from the other shop. You can fax the document to [redacted]

[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,[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 is entitled.1-24-2013, Brake Masters completes a basic brake service to include new front pads and resurfacing the front rotors. Mr. [redacted] declined services to replace front hardware and clean and adjust rear brakes. The vehicle is a 2008 Nissan Sentra with 60381 miles.5-15-2015, the same vehicle is brought in to our location because the brakes are grinding. A brake inspection is completed and Brake Masters recommends front pads, hardware. Mr. [redacted] approves those services. The pads carry a lifetime warrantyand the customer is responsible for any additional parts such as hardware andthe labor to repair. The mileage on the vehicle is 87463.Brake Masters shows no records of Mr. [redacted] returning because of any concerns. The vehicle was driven over 27,000 miles and over 2 years.Please see attached invoices and Brake Masters warranties. Under the terms of our warranty Mr. [redacted] is liable for the labor and the hardware to service his vehicle. At this time no refund will be granted as we have honored our warranty.   [redacted]  

[redacted]CustomerService Manager

Customer has been contacted by our [redacted] Area Manager and is currently working on a resolution.[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 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,