Brake Masters of Phoenix

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.On my original service they did clean my rear brake as well as rotate the tires. I did opt out of the hardware replacement since the hardware was in good working condition and undamaged at the time of the repair. Once Brake Masters completed the repair, I had to come in three separate times for service: Once before I left the parking lot of Brake Masters, once a week later, and once a month later. Brake Masters did not provide me with any paper work since it was an “inspection” and they did not recommend any additional services. If Brakes Masters were supposed to provide me with paperwork, one could assume they either purposely failed to provide me with proper paperwork because they knew they did a shoddy repair job or they were willfully blind to the fact they were supposed to provide me with documentation.I was told by Brake Masters that the excessive noise was caused by the premium brake pads and that it was “normal”. Since my vehicle appeared to be normal (it stopped) minus the excessive noise, I did not return to Brake Masters until after my pads were worn. My complaint is against Brake Masters for not repairing my vehicle correctly the first time since I had to return three times due to excessive noise and due to the fact the brakes were grinding while in motion (which is not normal). A reasonable person would believe, considering these facts, that Brake Masters either failed to change my original brake pads or changed my brake pads incorrectly.I purchased [redacted] Premium Brake Pads. On [redacted]’s website, they pride themselves in quieter brake pads. This contradicts what Brake Masters told me.Furthermore, my vehicle is now quiet and brakes great. If Brake Masters would have fixed my brakes correctly the first time they 1) would not have made excessive noise 2) would not have been grinding while the vehicle was in forward motion.In addition, there is an unexplained “Shop Supplies” fee of $7.67 on my invoice on 01/24/2013 as well $4.08 on my invoice of 05/15/2015. This “Shop Supplies” fee was never explained to me and is not itemized on either invoice. Since I Brake Masters replaced my brake pads on both occasions these “Shop Supplies” should be the same. Since the “Shop Supplies” were not itemized and were never explained to me, this is considered a deceptive business practice.This complaint also has not address the poor customer service the area manager provided. The fact that he stated “I’m it, there is no one else” and “After 29 years with Brake Masters, I shouldn’t have to report to anyone”. This is disturbing and unprofessional. When I asked several times who his supervisor was, he refused to tell me. He eventually provided me with a phone number to corporate and extension to [redacted].I am absolutely dumbfounded of the quality of customer care Brake Master provided.On my original service they did clean my rear brake as well as rotate the tires. I did opt out of the hardware replacement since the hardware was in good working condition and undamaged at the time of the repair. Once Brake Masters completed the repair, I had to come in three separate times for service: Once before I left the parking lot of Brake Masters, once a week later, and once a month later. Brake Masters did not provide me with any paper work since it was an “inspection” and they did not recommend any additional services. If Brakes Masters were supposed to provide me with paperwork, one could assume they either purposely failed to provide me with proper paperwork because they knew they did a shoddy repair job or they were willfully blind to the fact they were supposed to provide me with documentation.I was told by Brake Masters that the excessive noise was caused by the premium brake pads and that it was “normal”. Since my vehicle appeared to be normal (it stopped) minus the excessive noise, I did not return to Brake Masters until after my pads were worn. My complaint is against Brake Masters for not repairing my vehicle correctly the first time since I had to return three times due to excessive noise and due to the fact the brakes were grinding while in motion (which is not normal). A reasonable person would believe, considering these facts, that Brake Masters either failed to change my original brake pads or changed my brake pads incorrectly.I purchased [redacted] Premium Brake Pads. On [redacted]’s website, they pride themselves in quieter brake pads. This contradicts what Brake Masters told me.Furthermore, my vehicle is now quiet and brakes great. If Brake Masters would have fixed my brakes correctly the first time they 1) would not have made excessive noise 2) would not have been grinding while the vehicle was in forward motion.In addition, there is an unexplained “Shop Supplies” fee of $7.67 on my invoice on 01/24/2013 as well $4.08 on my invoice of 05/15/2015. This “Shop Supplies” fee was never explained to me and is not itemized on either invoice. Since I Brake Masters replaced my brake pads on both occasions these “Shop Supplies” should be the same. Since the “Shop Supplies” were not itemized and were never explained to me, this is considered a deceptive business practice.This complaint also has not address the poor customer service the area manager provided. The fact that he stated “I’m it, there is no one else” and “After 29 years with Brake Masters, I shouldn’t have to report to anyone”. This is disturbing and unprofessional. When I asked several times who his supervisor was, he refused to tell me. He eventually provided me with a phone number to corporate and extension to [redacted].I am absolutely dumbfounded of the quality of customer care Brake Master provided.Regards,[redacted]

My daughter's car had an exhaust leak She took her car to the Sun Devil #23 repair shop. At this shop they inspected her exhaust leak and quoted a full replacement of the exhaust system for $1073. They even told her that the exhaust manifold was cracked. She called me and I told her to get a written estimate and leave the shop. Prior to leaving the shop one of the repairmen told her that she should drive fast as the exhaust system could fall off and damage her car.

I then took her car to Brake Masters in Scottsdale for inspection. The pipe between the catalytic converter and the muffler broke at the connecting flange weld. The exhaust system was fully supported with three hangers and bolted to the exhaust manifold so it was not in danger of falling down but the leak needed to be repaired. Paul from Brake Masters estimated the repair at $60.00. Paul then referred me to Scottsdale Muffler. At Scottsdale Muffler the pipe and the connecting flange was cut off a new piece was welded in its place. The total cost of repair was $44.81.

Thank You Brake Masters and Scottsdale Muffler!!!

Review: I took my truck in for an oil change and tire rotation. I picked up my truck and realized that the tires were not rotated, even though I paid for it. I also noticed that I had a major leak under the truck. I called them and they said bring it back. I brought the truck back and he said that it was leaking already. It in fact was not leaking before. There is a pinhole, or a tiny razor knife cut in the boot. He told me its my problem, he cant do anything about it.Desired Settlement: Fix the leak they created

Business

Response:

The Store Manager has made contact with Mr.[redacted]. Mr. [redacted] has agreed to have further work completed on his vehicle and at this point will return to Brake Masters in the future. *,, [redacted]Customer Service Manager

Consumer

Response:

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 Master tried to sell me new brake pads that I DID NOT NEED. I had Brake Masters check the status of my brakes (something I do annually). They told me the front brakes were 75% worn and the rear brakes were 70% worn, and that it was unsafe to drive. I didn't like the way they spoke to me - condescending, pressuring - so I went somewhere else for a 2nd opinion. The other place told me my brakes were practically new with very little wear, and they went so far as to bring me onto the shop floor to show me how great my brake pads actually were.

BRAKE MASTERS will take advantage of you.

Also, while I waited, I heard them talking to an older couple about why their bill was so much more than they were expecting. And after that, someone called on the phone to ask why their bill was so much more than they were expecting. Both times, the employee answered in a condescending, pressuring way - as if they didn't have time to bother explaining anything and so you should just pay.

I repeat, I feel like they will TAKE ADVANTAGE of you.

While visiting relatives in [redacted] in Oct 2014, I went to Brake Masters for possible coolant leak because another place told me that I had one and wanted to charge me $800. I decided to get another opinion and went to Brake Masters. They said they would have to do a pressure test so I said ok. When I went back to find out the results, they said I needed a head gasket and the charge would be $1200. I was still doubtful so did nothing. We drove the vehicle home to [redacted], about 2500 miles and have driven it ever since and have not had one problem with it. No white smoke, no heating up, nothing. I believe they were trying to rip me off especially since I am a senior citizen and a woman. I don't know how these places can do this to people and get away with it. It is fraud. BEWARE.

I am a regular customer of Brake Masters & on Monday 4/6/14 I dropped off my Subaru for a regular oil change. When I picked it up a couple of hours later, I observed that the AC was not working as strong - not as cold anymore & now it blows hot air. Prior to dropping off the vehicle the AC would get so cold that I would have to turn it off. It was the first 90 degrees day that April 6th, and I am concern that it was not a coincidence, that maybe it was sabotage - probably an auto mechanic let out some AC Freon - to get me to return back for an expensive AC repair.

Review: I had my van work two to three years the brakes all around cost a pretty penny, On Sept 20 I ask my daughter to take the van in because something was wrong with the driver side front brake I had to take my husband to dialysis, she call me on the phone and inform me that before they could check out the brakes that would have to paid about 80 dollars I talk to the man there when my daughter handed him the phone when he gave it back I told her to leave. I have two other vehicle that brake masters has work on and I have life time warranty on including the brakes on my van. I had hear rumbor that in the past two year if you go to this brake masters and have a handicap plate or a wheel chair carried that you have to paid up front for all inspection and you would have to paid double for parts and labor. Going thur all my warranty I did some checking and the last three times I had one of my vehicle this is what happen to me and I call other brake masters stores to find out so to me this store is taking advantage of the handicapDesired Settlement: refund and to fix the van and the manger go get training how to treat the disable

Business

Response:

Date: 9-/23/2013

CUSTOMER 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 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] had as she returned into the

location on 9-21-2013. Brake Masters as a gesture of good will completed a free

brake service, an oil change and A/C evac and recharge at no cost to the

customer. The original concern was miscommunication involving a 3rd

party as the warranty states that the pads or shoes carry a lifetime warranty. The

customer is responsible for the labor charge; the labor charge would have been

$78.00. Brake Masters believes that we have addressed all of Ms. [redacted]’s concerns

at this time.

Sincerely,

Customer

Service Manager

Review: Went in for noisy brakes. Charged $700 to fix. They put on new pads and rotors. When the car was driven now the brake pedal went to the floor and the noise still continued. Took it back, they now charged over $400 additional for a "new master cylinder." I got the car back and the noise still continued. I took it in now for the third time within a week and they said that it needs new calipers at $200 for each one. I am 85 years old so my son contacted the manager who only argued, refused to properly repair the car and said he was not going to fix the car for nothing! Was subsequently informed by a nearby resident that the [redacted] Brake Masters has a reputation for bilking seniors. It surely is true in our case.Desired Settlement: We subsequently checked with three competitors on pricing for the same services on the same vehicle. They all came in $500 cheaper. They stated that it is highly unusual that the vehicle would need both a new master cylinder and calipers, and that their inspections always show that it is only one or the other that truly needs replacing. Consequently, we believe we were sold a product and labor that was not needed and not part of the problem we came in for. We tried in person to remedy the dispute to absolutely NO avail. From our research, we believe we were also overcharged $500.

Business

Response:

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]

Business

Response:

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

Consumer

Response:

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,

Business

Response:

Area Manger to meet with customer.

Review: My husband took our 2006 [redacted] to this location to have a regular oil change, and have all the fluids topped off. He went in at 2 and was done by 430, too long in my opinion. After the car was serviced my husband picked me up, we went home I dropped him off, and My son and I went to go get dinner. I was traveling on the 202 when my car started overheating. I thought to myself " What in the world, I just had my car checked by the "professionals" Boy was I wrong. My car ended up overheating on the 202 right in the middle of rush hour. I tried doing as much as I could to get back on the road with letting it cool down and checking the water ( all the while my 7 month old son was in the back seat) finally I got a hold of my mother who has [redacted] and they towed me home. By this time breakmasters was already closed. I got up early the next morning and called right away. I spoke with a "manager" name James. I told him the situation in which he laughed at me! Thats right LAUGHED! He told me " I highly doubt it was our fault!' I said " My car was perfectly fine before you "maintained" it." I was so upset I told him I would be contacting the Revdex.com. To this day my car is not mobile it has just been sitting at my house. Not once did I get a "I'm Sorry" I would not recommend this place to anyone! Me and my husband are new parents with only one income, I would not have taken my perfectly good car to these people if I knew the repercussions. The brakemasters crew looked at my air filter and forgot to hook up a hose from my radiator to the engine in which blew my head-gasket, I didnt know I should check if they did work correctly on my car after paying them for service.Desired Settlement: I would like Brakemasters to fix what they ruined on my car, which I paid a mechanic to tell me, its the head-gasket. I have spend over 200$ just to find out that my head-gasket was blown.

Business

Response:

Date: 11/5/2014CUSTOMER NAME: [redacted]Revdex.com CASE #: [redacted] Thank you for forwarding to us the complaint of our customer, [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

Business

Response:

Date: 11/5/2014CUSTOMER NAME: [redacted]Revdex.com CASE #: [redacted] Thank you for forwarding to us the complaint of our customer, [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

Business

Response:

Date: 11/5/2014CUSTOMER NAME: [redacted]Revdex.com CASE #: [redacted] Thank you for forwarding to us the complaint of our customer, [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

Business

Response:

Date: 11/5/2014CUSTOMER NAME: [redacted]Revdex.com CASE #: [redacted] Thank you for forwarding to us the complaint of our customer, [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

Consumer

Response:

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,

Consumer

Response:

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,

Consumer

Response:

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,

Consumer

Response:

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,

Business

Response:

[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]

Business

Response:

[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]

Business

Response:

[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]

Business

Response:

[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]

Review: On 9/6/2014 I brought my 2006 Ford Taurus in because of an oil/transmission leak. I spent $500.00 for multiple repairs to the car. After awhile I continued to notice oil/trans leaks on my garage floor. In early October I called Brake Masters and they said for me to bring back over for them to take a look, they put dye in to see where the leaks were coming from. Following that visit on 11/29/2014 they replaced the pan gaskets. Yet again, awhile after that I continued to see more leakage. After speaking with the store manager Steve Ginger on a few occasions he again insisted that I bring the car back over again for the third time. On 12/1/2014 they then replaced their pan gasket with a Ford dealer one and also stated (in error) that on my 11/29/2014 visit the dip stick was not properly placed back in which caused more leakage. Now here again for the past week I have seen more leakage and I refuse to take my car back again because if they didn't get it right the last 3/4 times what exactly will they do on the 5th time.Desired Settlement: In full because what I paid for, NOTHING was fixed properly.

Business

Response:

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]

Consumer

Response:

[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,

Review: On May 06th 2014 I took my 2000 Ford Excursion in to Brake Masters C for complete Car care for misfire on cylinders PO303,304,307,308. They informed me that they would have to pull the head to repair the spark plug hole on the driver side of the vehicle they were able to repair 3,4,7 and they had to order a special tool to repair cylinder 8. They called me and told me my vehicle was ready so I picked it up on May 19, 2014 and paid them $1310.68. When I started up my vehicle I informed them that it was still running rough and they told me I had to drive it for awhile and bring it back in 10 days. I ended up bringing it back in on May 23, 2014 and they said number 8 plug had oil on it and they kept it over night and put transmission fluid in cylinder 8 to loosen up the rings so they could reseat them selves. So Then picked it back up on the May 24, 2014 and they told me to drive it at least 500 miles and everything should clear up. I drove it 269 miles and brought it back in on July, 02, 2014 for it running rough and misfireing on cylnders 3, 4 and 8 so they replaced fuel injectors and changed the oil and and paid them another $501.66 and then told me that cylinder 8 was still misfiring and that I had a dead cylinder. I then ended up taking my vehicle to [redacted] to have the engine rebuilt because Brake Masters told me It would probaly have to have a new engine due to cylinder 8 being dead. If Brake Masters would of pulled the head like they told me they were going to do then they would of found that the INTAKE VALVE was bad in cylinder number 8 but instead they tried other solutions which didn't work and charging me a total of $1812.34 and leaving me with the problem I brought it in for in the beginning MISFIRE cylinder 8. IO feel I was injustly charged for miss diagnoses and repair that was never correctedDesired Settlement: I feel I should be refunded at least half of the $1812.34 that I paid if not all since they never corrected the problem that I originally brought it in for which was MISFIREING

Business

Response:

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

Consumer

Response:

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,

Business

Response:

Please see copy of customer's invoices and documentation.

Review: Over the course of several months we have had a great deal of issues with our automobile ([redacted]). We sought help to repair these issues from a local shop known as Brake Masters #[redacted]. On September 16, 2014 said vehicle kept dying due to some battery issues we took the vehicle into Brake Masters and it was determined that our alternator was bad and the vehicle was running solely on battery power until the battery would die, we entered into agreement with Brake Masters to replace the alternator. At this time Brake Masters did a routine inspection on our vehicle and offered some other minor services related to the brakes, we also had them do a routine quarterly oil change since it was due and they offered a coupon.

Less than two weeks later our vehicle begin to stall and ride very rough a fuel/oil smell was very present we called Brake Masters and they had us return the vehicle for further inspection. We once again brought our vehicle to Brake Masters on October 3, 2014 we reported that the engine seemed to be driving rough and that both oil and check engine was on. Brake Masters called us less than an hour later and said they were unable to complete the diagnosis because whatever the problem was the computer corrected the issue.

The vehicle drove well for less than three weeks before the engine began to ride rough and stall on October 28, 2014 we contacted Brake Masters and informed them of the reoccurrence at this time they did another diagnosis and determined that the fuel injector manifold gasket was bad and needed replacement we agreed to the service and had the work done. Almost exactly one month after this work was completed the exact issues started to reoccur and intensify in severity we contacted Brake Masters again and they said to bring the vehicle in again.

We brought the vehicle in again and were met by employee [redacted] and [redacted] who had us pop the hood. Employee [redacted] checked the Oil and stated “Oh [redacted] this is bone dry, let me get some oil for you.” As he walked away he was heard to say to employee [redacted], “we must have forgot to put in the oil, what should we do?” to which [redacted] replied, “dump an oil bottle in there and send her on her way, hopefully she’ll make it home.” They gave us a paper that stated that it appears that our vehicle engine has failed due to lack of lubrication. When my wife drove home the vehicle continually stalled more than five times upon entering our home driveway the engine began to sputter and stall and all the oil that was just added poured out onto our home driveway.

Once again we contacted Brake Masters and inquired as to why the engine would fail due to lack of lubrication when we had just had them change the oil. They began to say that our vehicle is just a poor vehicle and that we shouldn’t have bought a [redacted]. I made the argument that none of the engine light and engine issues ever occurred prior to having Brake Masters change the oil. They basically said sorry not our fault [redacted] are just bad vehicles with a lot of problems, they then recommended that I contact the pre owned car dealership where it was purchased and take the issue up with them.

I contacted [redacted] where the vehicle was purchased with just less than 70000 miles in March 2014. I explained the entire situation to [redacted] and learned that they performed not one but two inspections of the vehicle and identified no issues; they offered as a courtesy a third inspection and have stated that the issue with the engine seems to have been caused by a lack of lubrication. We then again contacted Brake Masters to let them know that the issue seems to be clearly caused by an act of negligence during our oil change; Brake Masters is taking no credit for this incident when it seems very evident that the caused these major engines fail.Desired Settlement: I desire to have Brake Masters pay to replace or repair my engine to satisfactory, good and working conditions. I am not even interested in letting them perform the work based on already spending an excess of $1000 dollars only to have the vehicle in worse condition than when this whole incident started.

Business

Response:

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

Review: On March 31, 2012 I went to this shop (out of state because I was visiting my parents) to get 4 shocks installed on my car. I paid $900 for this service which included : 203.90 for front struts and 249.20 in labor and 230.48 in rear shocks and 178 in labor, plus state and city tax, total of 900.10. After picking up my car and driving a few blocks, I returned the vehicle to inform them that the front end was making rattle noises. They rechecked the vehicle and informed me that the shocks were new and would need time to loosen up, were stiff etc. Employee # [redacted] is listed on the invoice.

On July 27, 2013 I brought car to [redacted] in [redacted] because the front right wheel was making serious creeking noises possibly motor mounts or shock issue. I paid $260 for a broken motor mount and was told that the front shocks were not installed correctly and were clearly missing parts when installed (3/31/12). [redacted] manager contacted Brakemasters in [redacted] and they were less than helpful. [redacted] kept the car for another 2 days and revamped the front shock installation, noting that basically, brake master replaced the spring, used original parts and did not include all necessary parts to complete the install of front shocks, labor and parts charges are in dispute. I paid $457.20 to correct the problem with the shocks missing parts. photos available.Desired Settlement: Brake masters has been avoidant and skirting responsibility for what they have done here. I clearly paid $900 for the labor and parts for 4 shocks for my vehicle and it cost me $457.20 to identify and reconcile the improper installation, using old parts rather than new ones (that I paid to have), and secondary,all of the motor mounts are broken, due to the vibration of not having the proper suspension that was paid for to be installed. I want compensation for the repairs to make the vehicle operate safety.

Business

Response:

Date: 8/12/2013

CUSTOMER 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.

On or about

March 31st 2012, Brake Masters installed front and rear struts on

[redacted] 2002 Chrysler Sebring with 97915 miles on it. Brake Masters also

performed an alignment on the vehicle at no charge.

Go over **. [redacted]’s

complaint it looks like she has 2 concerns.

Motor mounts broken or worn out. This is isolated to

the vibration from the engine a passenger’s compartment providing a smooth

ride. Motor mounts wear out after time and have to be replaced.

Strut replacement- **. [redacted] stated that [redacted] told her

the front struts were not installed correctly. (Struts are to control and

keep tires in contact with the road and to improve the vehicle’s ride and

help maintain alignment and reduce wear on the tires and other suspension

components. Motor mount are not part of the suspension.

**. [redacted] does

not state what parts were missing when the struts were replaced original. The

springs and jounce bumper are reused as well as the top bearing plate. These

parts are inspected during installation and only recommended to the customer if

they need to be replaced. The struts do carry a lifetime warranty on parts and

Brake Masters warranty states that the customer must return to Brake Masters.

We do have locations in Southern California.

Sincerely,

Customer

Service Manager

This place is a piece of work. I bought a used vehicle some months ago and brought it to brake masters for an oil change and to get the brakes checked. They told me after "inspecting" the vehicle that I would have to replace the brakes for a whopping $900 ASAP. I was told I wouldn't be able to drive the vehicle much longer and that it was unsafe to travel in. After calling my husband and telling him all this we decided to get a second opinion. I am so glad I did! Turns out the only thing that needs to be replaced are the brake pads at a not so staggering $140! The brakes in the back are basically brand new and the ones in the front are at about 70%! On top of that mechanic we spoke to told us there was no way they even checked the brakes in the back because there was a metal plate rusted shut. I don't know what brake masters was playing at maybe they thought because I was just a woman that they could take advantage of me. This business is unethical and you should take your business elsewhere

Review: I had Brakemaster do service work on 2 of my vehicles. Several months later I went to get in my car and noticed a bolt or pin sticking out from my back brake. I walked around to the other side of the car and noticed the bolt or pin was sticking out on that side as well. I took the car to another repair shop to have them look at it, the repair cost was $100.00. I was also told if the pin had come completely out it could have cause an accident. I am having the same shop look at my other vehicle as well.Desired Settlement: I am requesting a refund for service on both my cars, in the amount of $600, the company is willing to fix the problem, but I am not confident with their service.My main concern is anyone else who may have had brakes worked on at Brakemaster.....mainly the "soccer mom" driving around with a car full of children. I was fortunate enough to discover the problem before any damage was done, but there could be other people out there who have had work done and not know there is a problem.

Business

Response:

Date: 6/24/2014

CUSTOMER 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 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

Review: Vehicle was in for brake service. All brake pads replaced, all brake rotors resurfaced. On trip to Scottsdale, (first road trip out of the city since work was performed) brakes started to emit loud noises and steering wheel pulsated violently. It was almost impossible to hold onto.

Vehicle was taken [redacted] for inspection. [redacted] was a Ford Service Representative for 30 years previously. Vehicle was then taken on an extensive twenty mile test drive that included local and highway driving speeds during which an obvious brake pulsation was present along with abnormal brake noise. Inspection of the brakes found the front and rear rotors poorly machined with the fronts exhibiting abnormal wear patterns as a result. The rears did not show any abnormal wear patterns but machining abnormalities were present.

Writer advised Mr.& Mrs. [redacted] that the front rotors should be replaced before the 200 mile plus trip back to Lake Havasu due to the uneven brake wear patterns and vibration/noise. The rear rotors didn't exhibit abnormal wear patterns and the machining issue should be able to be resolved by the original repair facility that did the work.

Action taken: Front rotors were removed and replaced with two Break Best Select rotors ([redacted]) @ $65.99 each for a total of $194.96 including labor.

I have taken a copy of this information to Brake Masters and asked them for compensation of the amount of $194.96 plus the $78.00 charged for turning the rotors, which were obviously done wrong. Since I contacted them on 8/7/2014, they have told me they would get back to me and they have not. We have the front rotors that they turned in our possession that we can present as proof, plus all documentation.Desired Settlement: Cash or cashier's check for $272.96 is acceptable.

Business

Response:

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,

Customer Service Manager

Consumer

Response:

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,

Business

Response:

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.

Review: On May 28th 2015 I found out that my truck GMC 2002 Yukon Denali had a problem. I hire a town truck to deliver mi car to be inspected, diagnostic and repair in the Brake Masters Shop. When I called the shop I notified about my problem. lots of smoke was coming from the front part of mi car. And a weird noise comes. Also I noticed that oil was spilling from somewhere that I did not know from where exactly was. I asked if they were able to check and fix this problem. The person who answered the phone told me that they were able to do any repairs. After I was told that I asked to the towing company driver to deliver my car to that place that they were already expecting it. After few hours of the inspection they called me to let me know what was the problem with my car. They told me that they found that there was a leaking from fvalve cover gasket set that were need to be replaced that was causing the leak. Also they told me that the car needed oil change. I asked them if they see any other issues with the car that they needed to be repaired at the same time or recommended to be done. They told me that no other issues were diagnosed and the truck should be running ok after that repair. I was charged $296.81 that day. I was driving the car for few days only and noticed the smoke start showing again from the same place. I called the shop back on Friday May 29 2015 to report this issue with them since the supposed leaking and problem was fixed. They asked me to bring the car again to be checked. I did and I was told that the gaskets that they were replaced were damage because they did not tighten correctly. so they told me that will fix that again with out charge. But they found another leak from oil filter adaptor gasket. and need to be repair for additional $124.45 plus taxes. I authorized to do the job. When I went to pick the truck few hours later the truck was worse and more leaking was spilling and no safe to drive anymore since then with the risk to catch on fire putting in risk my and life.Desired Settlement: I 'm requesting to the shop accept the responsibility of the inefficient work performed, fixing problems and compensate for the time loss. I been unable to work since them. I 'm a real estate agent and need my car to show properties to my clients. I tried to reach the person in charge to handle the complains but he never has returned my calls. I had called him three times but no one has responded. The phone number for this person was giving by the store manager at the time of the complain made.

Business

Response:

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.

Review: Jan 2, 2014 started with a small oil leak which brake masters said it was coming from the oil pan. The charge for the repair was $163.66. After the repair was done I notice the oil leak was even bigger, so I took my vehicle back. This time they said it was my valve cover gaskets at $465.11, but since I had a 60 dollar coupon I only paid 405 dollars. After that the oil leak remained, took it back and this time they replaced a oil pressure switch and oil pan gasket. The oil leak did not stop. I had a bigger oil leak than when I first started. Took my car in for the forth time and this time they said it was my top oil pan which I would have to pay $519.99 or I could just live with the leak and keep an eye on the oil gauge. The oil leak still remains bigger than when first started and now I have to find someone who's trustworthy to do the job right. Its a shame that services like this are taking advantage of women who depend on their services.Desired Settlement: Refund so I can repair my vehicle with a trustworthy mechanic and to warn others of the services this company makes.

Business

Response:

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

Consumer

Response:

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]

Review: On March 8,2015 @1:56pm I took my 2008 [redacted] for an oil change to brake masters I left the shop the on march 20,2015 I was driving to [redacted] for my father's funeral when I was driving through [redacted] on I-10 when the oil light came on and the car shut off I coasted the car off to the shoulder I noticed a strong oil smell and smoke when I got out of the car I opened the hood and checked the oil stick and found that it was bone dry I called my emergency roadside and had a tow truck tow me to [redacted] because I was limited to mileage upon arrival the tow driver started loading my car onto his flatbed and noticed that the undercarriage was drenched in oil he left it at an angle and pointed out that the plug was missing so he finished loading the car and towed my into town and checked into a motel and called my stepbrother [redacted] for help I called the store and spoke to the assistant manager and told him what happened he said that I could tow it back to the store in [redacted] or I could tow it to a shop and have the car checked out so the next morning my stepbrother shows up with the mechanic and his truck so I can continue my trip I came back to [redacted] stopped to by [redacted] and spoke to the owner [redacted] paid him for the tow from [redacted] and had him go back to my house pick up my car tow it back to the shop to check it out he called brakemasters and spoke to [redacted] who told him that he wanted to go pick up my car and tow it back to [redacted] I called [redacted] and told hom no because I didn't feel comfortable with him doing that because they had already damaged my car so he told me to have the car checked out and have the shop call him with the results [redacted] called me I drove to the shop and [redacted] gave me the report and pictures I paid him for the diagnostic he then contacted [redacted] and told him that the engine was damaged he then told him that he was going to fix the car and and not [redacted] and I've called corporate and spoke to [redacted] who is refusing to help.Desired Settlement: I'm going to pay [redacted] Auto to repair my car because [redacted] at corporate says that he isn't going to pay because he has 17 other locations to do it and that it says it on the back of his paper work on which I looked and didn't see anything about that. Both [redacted] and his DM have been very rude with my wife and have made it clear that their not going to pay and that the law is on their side.

Business

Response:

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

Consumer

Response:

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,

Business

Response:

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

Review: I went in to for a simple oil change keep in mind on my last oil change before this one I had went to the same location. Anyways I waiting for my car to finish the call me on the phone and tell me that my oil pan is stripped and if they pull it it will brake so as he is right in the middle of explaining what's wrong with my car he hangs up on me then takes 18 more minutes to call me back.I had NOT told him to proceed any further since I wanted to take it to my trusted mechanic. When he does call me back he says that the inside of my oil pan had stripped away and now needed to be replaced and that is was now broken and was going to cost at least $550 to fix. I now asked how did that happen since it is not wear and tear that happens naturally. He says it's from OTHER shops using different equipment to take the cap off ( keep in mind I took it to that same shop for my last oil change and they said nothing about this) so I told tthem I wanted to take it to my shop for a second opinion. He said they plugged the hole with a one time plug so that I can drive it but wwould only last till my next oil change. So I took it to my shop they said looks like it will need to replaced but couldn't get how bad it was till I could afford to fix it since once the plug is removed too look at the damage the whole oil pan will have to be replaced. So my husband has called the 1800 number that company has provided for there customers service. We call dozens if times only talked to a man once he said he would need a quote from my shop (witch I couldn't get till I had the money to fix). He still never gave us a call back ever!! We even waited 3 more weeks never heard from him. I had paid to get this fixed it cost of $600 to fix we still call and leave messages and call and leave messages. We still have not heard back. I feel I've been wrong by thus company the broke something on my car and they put the blame on someone else and make me pay for the repairs. We never even got a apology for this and now I has to pay out of my pocket for the repairs. It's unfair of them to treat there costumers like this go in for a simple oil change and now that turned into a $600 repair they take no ownership for thus I can't even talk with there customers service help lines since that man has never called us back or answered any of our calls. Very unhappy customers! !!!!!Desired Settlement: I want them to pay what I had to pay for the ooil pan to get fixed that they broke and made me pay for it. It completely unfair

Business

Response:

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

Consumer

Response:

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.