Brake Masters of Phoenix

I didn't diagnosis the car myself, Brake masters did I purchased the part from the same place they get them at the auto zone next door.
I didn't have engine problems before I had them change the part. They didn't do what I paid for which was just swaping the radiator. After they changed that part is when I was advised there was a problem with the engine. The company said I'm at fault because I wouldn't pay to have them check the engine and that's not acceptable customer service if they would have checked their work after they changed the radiator I wouldn't have had to replace my engine. They are at fault, it may have been a mistake or someone overlooked something, but I'm not the one who did anything to the car to cause this to happen and don't think I should have had to have my engine replaced and installed. They didn't do the job right the first time and I paid them, why would I bring it back to them to charge me for more things to check or replace and I didn't cause the damage in the first place?

The Area Manager would like to meet with Mr. [redacted] and go over the concerns.

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

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

Refund to be issued for $98.00

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

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.

If the work by Brake Masters had been done properly, none of this would have happened. I'm an 82 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 do. Ordinarily, I never leave Lake Havasu City.

I was already at Mr. [redacted]'s house. Since has was a Ford Factory Technician for thirty years before opening his current business, he offered to inspect my car to see what was wrong. He test drove the car and declared it unsafe to drive anywhere, much less taking my wife to the doctor's office. He then physically inspected the brakes. He stated that the front rotors had been machined so poorly that they needed to be replaced. He 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 career. I 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,

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, the receipt in fact breaks down the job as follows:1 - Reload radiator

2 - Thermostat

3 - Fill system

4 - Purge air

The is no price itemization because the business gave me a package amount bundled for parts and labor.  

Secondly, that the business has a house address is completely irrelevant. The business legitimate and it is certified GM and ASE shop and it appears to be as equipped or even better equipped than Break Master.  Here is the website: [redacted].   If there are any questions, here is the owners phone number:  [redacted]. You can confirm with the business that the work was indeed done on my car. 

Lastly, the issue about the warranty is irrelevant because the shop was incapable to solve the problem. I gave them a chance to correct the problem and they didn't.  These are poor excuses to rip off a customer for the miserable amount of $200.00.  

Regards,

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 Brake Masters is responsible for the failure of Ms. [redacted]’s vehicle.On 4-20-2013, Ms. [redacted] brought in her 1996 Buick Lesabre and requested Brake Master to replace the intake manifold gasket. She advised that another automotive shop had looked at her vehicle and the manifold gasket was leaking. Brake Masters performed that service and oil change as requested.On 3-31-2014, the vehicle returned due to overheating and Ms. [redacted] having to add coolant.  Upon the arrival of the vehicle it was noted that there was no coolant in the system. A pressure test was completed and it did indicate that the intake manifold gasket was leaking as well as the radiator. Ms. [redacted] was also advised at that time of a possible blown head gasket. We obtained Ms. [redacted]’s approval to complete the repairs and after service on the manifold gasket and the radiator it was then determined the head gasket was indeed blown. Ms. [redacted] declined any further repairs. Brake Masters Area Manager offered as a gesture of good would split the cost of the labor and Ms. [redacted] could provide her own parts. Ms. [redacted] declined our offer. Brake Masters honored warranty of the 1 year on parts and the labor is for 90 days. Vehicle was driven 14078 miles since the intake manifold gasket was replaced. Vehicle was also driven without coolant and at some point overheated. Brake Masters would still offer the gesture of good will to assist Ms. [redacted].  Sincerely,[redacted]Customer Service Manager

Brake Masters apologizes for your concerns. At this time there is no indication of any wrong doing on the part of Brake Masters. We completed your 1st brake service over 27000 miles and over 2 years ago. Brake Masters honored our lifetime warranty on the brake pads. There is no indication that the brakes fails as you state. We will continue to honor our warranty on brakes. No refund will be granted at this time.

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.

Regards,

The Kingman store has always treated me fair and costs have usually been lower than their estimates.

The receipt that Mr. [redacted] provided was not complete and the address list is a home residence. There is no name on the receipt as well as a break down of any charges. AS per our warranty states that a customer must return to a Brake Masters location to honor such warranty. Mr. [redacted] took...

vehicle to someone else therefore voiding any warranty that he would have had. According to the Arizona Corp. Comm they is no listing of this business.

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

A full refund was sent to the customer.

Ms. [redacted] returned to our store where she was not charge for the service. The labor on the previous work was 90 days and the store manager replaced the starter and no cost to Ms. [redacted]. Brake MAsters will honor all warranties as stated on the customer invoice and at this time will not...

issue a refund.

Once again, Brake Masters has offered to inspect the vehicle and have it towed at our expense. 18 valley location to chose from.

Brake Masters as a gesture of good will, has credited back the bank card used in the transaction of $64.40.
 
Timothy

Area Manger to meet with customer.

I am a Taxi Cab owner operator. I have been for several years. Furthermore I am a 61 yr. old former jet engine mechanic. I have had occasion to do much of my own mechanic work on my vehicles over my life time. The foregoing is just to offer my qualifications and general knowledge of the mechanical aspects of automobiles. I have been taking my vehicles, both taxis and personal, to Brake Masters for some time now mostly for the convenience and the fact that they use Valvoline Oil, which I regard as a qualility product. Also because they open early. I have gone to several different Brake Master stores throughout the Greater Phoenix Metropolitan area over time trying to find one that really takes the quality level of their work seriously. So far, no luck.My Taxis are Toyota Priuses, and so are highly vulnerable to any irregular or substandard work. I have found that no matter which Brake Masters store that I go to, there are always quality problems. Sometimes very potentially damaging quality problems. Case in point, I recently had an oil change performed on one of my Toyota Priuses at the store on Mill and Southern in Tempe, AZ this past week. After getting the car home and letting it sit in my driveway for a couple hours I noticed a puddle of oil on the driveway. So took it to a mechanic that I trust and had him take a look. After he lifted it up on the rack he had me come over and watch as he moved the oil drain plug loose a little, with just with his fingers. That's where the oil was dripping from, They had neglected to tighten it at Brake Masters when I had the oil change performed. That was a potentially very damaging mistake. If that oil plug would have worked itself loose all the way and fallen out it would have allowed all the oil to drain out of my engine potentially ruining my engine. That's just one example of the quality problems that I've had at Brake Masters. I think the corporate chains have employees that just want to put in their 40 hrs a week and go home to a cold beer in their easy chair. It is my impression that they really don't have a personal interest in performing quality work, even if it means causing major damage to the vehicles they work on. And the search goes on for a company that does takes quality seriously. Why don't I go to my trusted mechanic you ask. He just doesn't open early enough. Oh by the way. I went back to that Brake Masters store and informed the service manager of their mistake and received a very half hearted, insincere "sorry sir", and that was it.

Please see the attached report that I received from the mechanic I had look at it.

Customer brought in vehicle, stating there was an oil leak and would like to know why, as he had just had an oil change performed last saturday. Technician inspected vehicle and found the oil drain plug to be "finger" tight, and not properly torqued down to specification. Technician brought customer underneath vehicle to visualy show him the problem at hand. Technician tightened oil drain plug to specification, lowered vehicle, and checked the oil level.

Regards,

-[redacted]

I am so done with Brake Masters.