Brake Masters of Phoenix

Review: I've been scammed. I hired Brake Masters in Kingman, AZ to fix my air conditioning system and was told that they could get it done in 1.5 hours. Additionally, they told me that there were some additional parts that required 2 days special order, but that they were probably unnecessary for the repair. Also, they told me that they'd call me to notify me if, after inspection, they deemed the additional parts to be necessary.Instead, the only call I received was to notify me that the repairs had been completed and that my air conditioner was blowing at 45 degrees. I also gave them more than 2 full days to complete the repairs.Initial testing revealed that the air conditioner seemed to be working, but it was definitely not blowing at 45 degrees. Also, my engine was rattling when I started the car and when I accelerated.Less than 18 hours after picking up my vehicle, I discovered that the air conditioner was still not working. Now, they won't work with me to give me my money back. They are telling me that because I insisted on not paying and waiting for the extra parts, that there is no warranty on the repair as well. I never insisted on anything. They told me the extra parts were optional. Also, I was on a very tight schedule and I told them that if it would take 2 days to special order, I would not have the time to wait and so I would not have hired them for the repairs at all in the first place.They are ignoring all of this information and refusing to work with me on some sort of resolution. My calls, emails, and messages to customer service have resulted in them accusing me of unlawfully harassing them even though all of my correspondences have been civil. I feel like I'm being tricked into just giving them over $1,000.00, since my car's AC still doesn't work, AND now the engine rattles and the check engine light is on.Desired Settlement: I want a full refund if possible. If they want their compressor back, I'd like for them to pay for shipping and handling. They're the ones that didn't do their job correctly and are now trying to make me pay for their mistakes.I am taking my car to a repair shop that I trust to have my car inspected and hopefully repaired, but without this reimbursement, I am not able to afford more repairs, nor am I able to afford to have the compressor that Brake Masters installed removed and shipped back.

Business

Response:

Date: 7/23/2013

CUSTOMER NAME: [redacted]

Revdex.com CASE #: [redacted]

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

is a valued customer and we appreciate the opportunity to respond to this

complaint.

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

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

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

customers when they have experienced a problem.

Brake Masters

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

resolve complaints, and we believe we have addressed the concerns that Mr. [redacted] has.

On or about July

3rd, 2013 Mr. [redacted] was traveling through Arizona when the air

conditioner quit working. My. [redacted] brought in his 2008 Honda Civic into our

Kingman location where Brake Masters recommended full replace of the a/c system

to include compressor, expansion valve, accumulator and receiver dryer. My. [redacted]

was advised that the only part that was available in Kingman was the

compressor. The additional parts would take 2 business days to arrive. Mr. [redacted]

was advised that in order for us to honor any type of warranty that we would

need to replace the entire system. Mr. [redacted] advised that he was in a time crunch

and had to return to the east by the weekend. Mr. [redacted] was made aware of what

Brake Masters could do by only replacing the compressor and at time he

authorized the repair. Brake Master has a signed estimate explaining what we

could repair and that there would be no warranty.

On, July 8th

2013 Mr. [redacted] contacted Brake Masters and advised that the a/c was not working.

Mr. [redacted] was offered, because he was now in New Jersey as a gesture of good will

that if Mr. [redacted] had the vehicle inspected and the compressor had failed that we

would offer a refund on that part. This exceeded the warranty that we had

advised Mr. [redacted]. Mr. [redacted] demanded a full refund without any inspection or

taking the vehicle to another shop. He advised that he was going to take the

vehicle to the dealer and as of yet has not.

Mr. [redacted] continued to harass Brake Masters via threatening e-mails and

not fully disclosing to social media sites the offer made by Brake Masters or

the personal attacks on me. After 17 emails we advised Mr. [redacted] if he continued

to bully or harass any Brake Masters employees that we would file criminal

charges against him.

At this time our

offer to refund the compressor still stands if Mr. [redacted] returns the part for

credit.

Sincerely,

Customer Service

Manager

Date: 7/23/2013

CUSTOMER NAME: [redacted]

Revdex.com CASE #: [redacted]

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

is a valued customer and we appreciate the opportunity to respond to this

complaint.

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

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

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

customers when they have experienced a problem.

Brake Masters

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

resolve complaints, and we believe we have addressed the concerns that Mr. [redacted] has.

On or about July

3rd, 2013 Mr. [redacted] was traveling through Arizona when the air

conditioner quit working. My. [redacted] brought in his 2008 Honda Civic into our

Kingman location where Brake Masters recommended full replace of the a/c system

to include compressor, expansion valve, accumulator and receiver dryer. My. [redacted]

was advised that the only part that was available in Kingman was the

compressor. The additional parts would take 2 business days to arrive. Mr. [redacted]

was advised that in order for us to honor any type of warranty that we would

need to replace the entire system. Mr. [redacted] advised that he was in a time crunch

and had to return to the east by the weekend. Mr. [redacted] was made aware of what

Brake Masters could do by only replacing the compressor and at time he

authorized the repair. Brake Master has a signed estimate explaining what we

could repair and that there would be no warranty.

On, July 8th

2013 Mr. [redacted] contacted Brake Masters and advised that the a/c was not working.

Mr. [redacted] was offered, because he was now in New Jersey as a gesture of good will

that if Mr. [redacted] had the vehicle inspected and the compressor had failed that we

would offer a refund on that part. This exceeded the warranty that we had

advised Mr. [redacted]. Mr. [redacted] demanded a full refund without any inspection or

taking the vehicle to another shop. He advised that he was going to take the

vehicle to the dealer and as of yet has not.

Mr. [redacted] continued to harass Brake Masters via threatening e-mails and

not fully disclosing to social media sites the offer made by Brake Masters or

the personal attacks on me. After 17 emails we advised Mr. [redacted] if he continued

to bully or harass any Brake Masters employees that we would file criminal

charges against him.

At this time our

offer to refund the compressor still stands if Mr. [redacted] returns the part for

credit.

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.

Regards,

First, I'd like to thank you for helping out with this ongoing issue. I really regret ever going to Brake Masters, especially since it seems like a number of other people have had similarly bad experiences with them in the past, judging from online reviews and how many Revdex.com complaints have been filed about Brake Masters. Unfortunately, I neither had a choice, nor did I have the opportunity to check online reviews before stopping in to their Kingman, AZ location.

Anyway, I'm not satisfied with this resolution because it would actually result in me paying significantly more money to fulfill Brake Masters' offer / request. Additionally, it makes no logical sense to me to have a brand new, fully functioning compressor removed and shipped back to Brake Masters, when it was their labor that created the problem in the first place. To that end, I'd like to at least purchase the compressor at the quoted price and have the difference refunded.

I wanted to update you by saying that I had my car repaired by [redacted]-certified mechanics at my local [redacted] dealership. There, they informed me that Brake Masters had done the repairs incorrectly; specifically, they pinched the O-rings that seal the freon in to the system so badly that they needed total replacement (see attached scanned document named "[redacted] Receipt Day 2", or call the agent in charge of my repairs at the [redacted] dealership in New Jersey. Her name is [redacted] and she is awesome). And yet, on the phone, [redacted] told me that my air conditioner was probably fine and that I was lying about the whole thing!

Now, I replace O-rings on sealed systems all the time. It is NOT that difficult to do. You have to be a real it to pinch O-rings that badly, or you have to be doing it on purpose. Brake Masters knew I'd be traveling a lot, since I informed them I'd need to be back in Jersey within 3 days, so I personally cannot rule out foul play. Anyway, [redacted] also needed to recharge the system with freon, since all of it had leaked out and escaped. The total cost of all of this was well over $200 (again, see attached).

My engine is still rattling quite badly, especially upon starting the engine and when accelerating, but [redacted] was unable to easily determine the cause of this, and required an additional day, plus $105, just to look for the problem. My engine sounded perfectly fine immediately prior to going to Brake Masters. I only noticed the rattling immediately after picking my car up from Brake Masters, but chose to ignore this since I was in such a rush to get home because I had no choice but to get back to work (I got home with only 2 hours to spare before needing to show up for work, since the repairs took so long, despite them telling me it would only take 1.5 hours total).

I originally offered to purchase the compressor from Brake Masters at the quoted price of $599.95 (even though I found numerous brand new, compatible compressors for sale for $150 - $300), and asked them to kindly refund the remaining charges. I figured this was a perfectly logical, acceptable resolution since I am now 2000 miles away and unable to bring my car back for repairs without great expense and effort. They adamantly refused this, saying that the only way I could get any money back is if I shipped them back their compressor -- in which case I'd still have a broken air conditioner, considering I'd be missing a compressor, and I'd have essentially paid them $436.39 ($1036.34 - $599.95) for nothing (not to mention the cost of getting the compressor removed, shipping, handling, and insurance to make sure it arrived in Arizona safely). This seemed wildly unreasonable to me, so I proceeded to argue with them, but was only met with the same illogical replies, repeated over and over. I hope you understand why I got so frustrated and angry with them for this.

So, since Brake Masters' only offer was to refund me the compressor for $599.95 if I shipped it back to them, I asked [redacted] to quote me for replacing the compressor. [redacted] will charge me $920 plus tax to swap out the compressor so that I can ship it back to Brake Masters, so I will be paying Brake Masters $1036.34 for the original repair, paying [redacted] $920, plus tax, for swapping it out, and then I still need to pay shipping and handling, and probably insurance (to make sure it got there safely), to get the compressor shipped back to Brake Masters in Arizona. And yet, Brake Masters refuses to refund me the labor portion of their sale, even though that's the portion that was done wrong!

I have documentation of all of this, attached to this message. You'll find Brake Masters' original receipt, as well as the receipt from my first day at [redacted] (where mechanics spent half a day trying to diagnose the problems with the A/C unit, and finally a receipt from [redacted] on day 2, including the description of the repair, as well as a quote for swapping out the compressor to send back to Brake Masters (see page 2 of [redacted] Receipt 2).

Now, I'd like to address some discrepancies between our reports, since Brake Masters made numerous incorrect statements:

1) I was traveling through Arizona on July 1, not July 3rd.

2) I was SPECIFICALLY told that I most likely did not need the expansion valve, accumulator, or receiver dryer, so that I could just go ahead with the compressor replacement and probably be fine. Employees at Brake Masters explained to me how automobile AC systems work and told me about how robust those systems were, which only further increased my confidence that all I needed to do was get a new compressor. Additionally, Brake Masters informed me that, after inspection, if they deemed it necessary to replace the above mentioned parts, that they would call me. Unfortunately, this is not documented anywhere, and they are now denying that they ever said this to me, even though I have a witness.

3) I was NOT informed that the warranty would be voided if I went this route. Neither was this clause pointed out to me in the paperwork which I signed. I only signed the paperwork after receiving my vehicle on July 3rd, and verifying that the air conditioner was indeed blowing cold air, so I did not think to read any fine print. Also, as I mentioned, I was in a serious rush to get home, since I couldn't miss another day of work, so I just signed the paper without thinking or reading. As far as I was concerned at that point, I was a satisfied customer. I even shook everyone's hand, and wanted to give them hugs. I was very mistaken.

4) I was told that the repair would take about an hour and a half. Again, I gave them my car on July 1st. The repair took over a day, and by that point I was unable to get a ride back to Brake Masters until the afternoon on July 3rd. This put me so far behind schedule that I was forced to drive over 1,000 miles that day, and I ended up spending July 4th alone in a dirty Arby's parking lot in the middle of nowhere, Oklahoma, having not showered, slept, or eaten in 2 days in record-breaking heat. I had to drive all the way back to New Jersey so quickly that I almost broke the world record for most distance driven in 24 hours, twice in less than 3 days. I couldn't sleep or eat because I had no time. All I had was a gallon of water to rehydrate, and I still only made it back home with 2 hours to spare before work -- just enough time to shower, shave, and feel like a normal human being again. Unfortunately, I'm not lying or exaggerating about this. I was miserable.

5) I tried contacting Brake Masters about the faulty repair immediately and repeatedly. No one answered the phone, and there was no voicemail or answering machine after repeated calls and constant ringing. I tried to call them repeatedly after that but was not able to reach them until July 8th. This only made me even more frustrated.

6) Again, I offered to purchase the compressor from Brake Masters at the quoted (and quite frankly overpriced) rate of $599.95, even though I knew I could get an identical one for less than $300, in exchange for a refund on the labor, which had clearly failed. They rejected this and insisted that I have the compressor removed, shipped back to them, and then we would work out a refund on the compressor. In this case, I would have paid them $436.39 for essentially nothing, since I would still have a broken air conditioner, I wouldn't even have my old compressor back, plus the fact that I'd have wasted 4 days for car repairs for nothing (2 at Brake Masters, and 2 additional days at [redacted] to have another mechanic inspect my car, and then remove the compressor that Brake Masters installed.)

7) I did not insist on a full refund at the time. I advised Brake Masters and [redacted] that I did not have the money to get it repaired again at the time, and that I would gladly offer to purchase the compressor if they would refund everything else. They firmly declined this, despite my pleading with them. Instead, I was accused of lying about the air conditioner being broken, and told that there was no way I would be able to get my money for the labor refunded.

8) I did not write any threatening emails, nor did I make any personal attacks on Mr. [redacted] via email. I can forward our entire transaction history if you're interested. I believe Mr. [redacted] is exaggerating because he does not want to deal with a customer as unsatisfied as I am. I was frustrated with my experience with Brake Masters as a customer, and customer service was not willing to negotiate or be reasoned with. In my frustration, I advised [redacted] and Brake Masters that if I was unable to reach a resolution that made any sense with them, that I would next seek other options to try to reach a resolution, including filing a report with the Revdex.com, disputing the charge with my credit card company, posting on to their social media accounts (which were all promptly deleted within minutes), and writing negative reviews. It was then that [redacted] and customer service in general chose to ignore me, despite my pleading with them to respond. I wrote emails to them to try to open up the lines of communication again, but the only thing that seemed to work was when I informed them that a negative review went up on the internet on Google or Yelp, etc. It was only then that Mr. [redacted] copy-and-pasted some legal jargon about harassment in an email and told me to stop, but he did not clarify that they would be pressing charges. He merely copy-and-pasted a legal definition of harassment, which did not apply to our situation. When I tried to talk reasonably with Mr. [redacted] again, he just ignored me. My last two emails to him have gone unanswered.

I quickly realized that all of customer service was simply ignoring me, since I neither received responses within 24 hours, like they said they would do, nor have I received ANY replies to my messages to them since Mr. [redacted] and I last exchanged emails. Again, they've all been civil, and the only things that could be misconstrued as "threatening" was when I advised Brake Masters that I would be writing complaints about them and detailing my frustrating experiences with Mr. [redacted] to the Revdex.com, to my credit card company, etc. I was left with no choice, so I came to the Revdex.com.

My offer to buy the compressor at the quoted rate of $599.95 in exchange for a refund for $436.39 still stands, since it would be so time-consuming and cost-prohibitive to have the thing replaced, packed, shipped, and insured that it just doesn't make any logical or financial sense. Preferably, I'd like to have a full refund, since this has been a ridiculously frustrating experience for what should have been a routine repair, AND it has cost me a lot of unpaid time off from work, fuel economy, stress, frustration, and money, etc. I just don't understand how they can talk about AC repairs like it's such a simple, routine thing, then mess up the repairs, lie to me to my face, lie to the Revdex.com, and then all of THIS happens. It's silly. I should never have trusted Brake Masters to begin with!

Please help!

Business

Response:

Brake Masters as a gesture of good-will will refund Mr. [redacted] the cost to repair the vehicle of $218.74 as described by the [redacted] dealer. There was no indication from the dealer that the part failed other than the o-rings. A refund check for $218.74 will be mailed to the customer.

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.

Regards,

The job should have been done correctly in the first place. Then, I wouldn't have had to take an additional 2 days unpaid time off from work just to get my car fixed properly, not to mention drive 2,439 miles in record-breaking heat with no air conditioning. Also, Brake Masters wouldn't have to pay a 3rd party to fix their mistakes. This is not accountability. This is not owning up to your mistakes. This is not good customer service.

I do not see this as a reasonable resolution because I can't get my 2 days back, let alone the fact that I can't get paid for time off for those two days. Also, if you're going to cut a check, at least remember to add the tax that I had to pay. It's 7% here in Jersey, so the total was actually $234.05

Again, I'd like to purchase the compressor at the quoted price of $599.95, plus any applicable taxes. Please refund the difference of ~ $434.41.

We have been going to the Brake Masters in Peoria, AZ for about 3 yrs. We deal with [redacted], the manager and his team. It's always a challenge to find a mechanic shop you can trust and that is efficient. We have experienced nothing but great customer care, friendly service, professionalism, and efficiency from them. They stand behind their work. We've taken our 1995 Buick Roadmaster, 2004 Honda Accord, 2006 Nissan Sentra and 2002 Chevy Trailblazer. They've been a gem to us.

Review: I took my car in due to some minor overheating problem in March 11, 2014. The shop manger told me that all the car needed was a new thermostat and a coolant flush. After a day the car being in the shop, the shop manager called me to let me know that the car was ready. When I came to pick up the car, they decided to run the engine and the engine started throwing coolant from the reservoir cap. They asked me if they could keep it for one day, because it appeared that there were air pockets in the coolant. I said yes. Then they called me the next day again to let me know that the car was ready. I picked it up and paid $200.00. As soon as I drove it out from their parkway, the engine started to overheat, but this time very severely, as I never saw before. Since I live only 1 mile away it was easy to drive it to my house. The next morning I had a tow truck towing it to a different mechanic (GM Experts, in Mesa, AZ). The new mechanic put a different kind of thermostat and managed to purge the air pockets. After that, the car was running very cool without any problems anymore. GM Experts told me that Brake Masters had put in the wrong thermostat and also did not purge air properly. I went back to Brake Masters and returned their thermostat and asked for the money back. I also provided a copy of the receipt from GM Experts. The store manager promised about 6 times that they would refund me. After numerous attempts to get my money, I am still waiting for the re-fund.Desired Settlement: They are responsible to refund the money since I have to take the care elsewhere to have the work done again. The business had two chances to do the work right, but they did not do it right. I fact the made it worse; yet, they still charged me for it.

Business

Response:

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.

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, 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,

Review: I took my 2004

[redacted] pickup into Brake Masters in [redacted]. I was told it needed new struts in the front and then would need a front end alligment. It would cost $625.00 I took it to another shop in town, and they looked at the truck and reported it did not need the struts and they were not even leaking. So, Brake Masters was going to charge me $625.00 for a repair that did not need to be done.Desired Settlement: Stop doing this to people!

Business

Response:

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

Review: Had brakemasters remove and replace a new radiator,thermostat and gasket. There was no problem with my engine before I had them change my radiator. They changed the radiator thermostat and gasket, they said there was a lack of flow through radiator. So they performed a block test and test failed.They said it may be a possible head gasket. I tried to get the car home and the temp gauge just redlined and overheated, so I pulled over and left the car until it cooled down so I could get it home. The next day took it to another shop and when the mechanic pulled the engine he found a plastic cap inside the lower radiator hose, that's why there was a lack of flow and without the engine being cooled while it was running for them to find out why they had no flow, was the cause of the engine breaking and me having to get another engine and the labor to put it in. They tried to submit a claim for insurance, but I was never contacted by the insurance adjuster to ask questions or tell my side or submit proof when I called the insurance adjuster they had already made a decision based on what the guys at Brakemasters told them. I believe they should have been paying attention and they would have found that the plastic cap was in there and that's what was impeading the flow of liquid to cool down the car. That way the engine wouldn't have been running without being cooled and the engine wouldn't have broke.Desired Settlement: Would like the company to take responsibility for the mistake and reimburse for engine/labor it cost for to put in and for engine.

Business

Response:

Tell us why hDate: 11/16/2015CUSTOMER NAME: [redacted]Revdex.com CASE #: [redacted]

Thank you for forwarding to us the complaint of our customer, [redacted]. Mr. [redacted] is a valued customer and we appreciate the opportunity to respond to this

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

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

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

customers when they have experienced a problem. Brake Masters

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

resolve complaints, and we believe we have addressed the concerns that Mr. [redacted]. Mr. [redacted] supplied his own parts and diagnosed

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

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

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

H[redacted]Customer

Service Managerere...

Consumer

Response:

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?

Business

Response:

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

Review: I arrived late Saturday afternoon Aug. 30, to have my brakes inspected and repaired. I was assured that they would be fixed that day, and agreed to the $35.00 repair order that would bE "APPLIED" to the repair. I was very dissapointed to recieve a call 1 hour prior to the close that my vehicle was not going to be repaired until Tuesday (after the holiday). Furthermore, I was told that my vehicle needed among other things a new caliper. It had been irrepairably dammaged due to the pad wear and it was really bad. I specifically remember them sharing how bad it was in their terms, as I picked up the car. Having automotive experience myself, I lifted and removed the tires and inspected the situation. I found worn brake pads, but not to the extent that was described. I found a damaged rotor on one side as was described, and having removed both calipers and with thorough inspection, found that there was absolutely nothing wrong with the calipers. This was frustrating on two levels. First, I was told that the car would be fixed and that the inspection fee would apply to the service that day. Second, I was told that I needed a new caliper which was simply not true. They claimed that the damage to the caliper was physical in nature, and though I cannot remember their exact terms, they made it sound really damaged, which again was completely false. When I called to discuss the issue with them on Tuesday, they treated me like I was mistaken. They refused to refund my money for an improper diagnosis, and they claimed that they did not care whether I reported them or not. I saw that they were listed as a "Top Rated" member of Revdex.com, but thier location did not even come up on your website. Is this another deception? I don't know, but I have a sheet showing thier recommendations, and I would be happy to let someone inspect my perfectly fine calipers to see that they do not need replacing. This type of dishonesty makes it hard to get automotive service, and neeeds to be delt with. Thank YouDesired Settlement: I would like the 37.94 that they charged my card to complete the service that day and complete the "correct" service be credited back to my account. I additionally think that they should be on your website if they are going to advertise that they are "Top Rated" Revdex.com.

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 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

Review: Took My Vehicle in to get my brakes looked at. This Shop did a front brake job the month before. Having some noise and sliding while stopping. They went through the whole brake system and couldnt find any issues with the brakes. I did have a VDC and Slip light on they asked if they could diagnosis to find problem. Manager called back and said vehicle needed a new switch and that would fix my problem. The cost was 250$. I agreed and pickup my vehicle. On the way home from the shop, brakes still causing a noise and could feel it in the pedal when coming to a complete stop. Called shop back, told me to bring it back. I dropped it off overnight to have them check in the morning. Manger called me the next morning to ask me again what was going on. Explained to him AGAIN what the issue was. A few ours went by, Manager didnt call me, shop attenedent did and infromed me that my brake pads had been defective... This whole time they had told me the brakes were fine. These brake pads were the ones they had put on a few months ago. So after I spent 250$ on something I didnt need, they replaced the pads. Tried to Talk to the manager when I piced up my vehicle and he wasnt any help. Wouldn't give me any of my money back and gave me a 1-800 number to call. Told me it was my fault that I told him wrong info. I left numerous messages with customer service. No response. Finally got a hold of an area manager that was very rude and not willing to help at all.Desired Settlement: Would have liked them to at least give me back the 100 Diagnostic charge. They customer service for this company is Awful. I shouldnt have to call repeatly to get a response. Bad buisness

Business

Response:

Refund to be issued for $98.00

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,

My steering wheel shake when I apply break. I took the car to Break Master for repair. For over 3 hrs, they cannot fine the problem and guess the master cylinder maybe bad. Cost me $104 to check it and no guarantee will fix it. I paid. The problem still there and all the screws are lost for the engine cover. I stop letting them touch my car. I bring it to the dealer. They know what's wrong with out checking it. The dealer got it fix. Break Master hired dumb mechanics to work for them, DON'T go fix your car at Break Master.

Review: First let me start by stating, I go to this location very often for oil change services. This particular time I went for oil change and front brake service. I came with my own brakes for them to be installed (which I was told I could). The guy at front counter [redacted] guoted me $98 for the installatio nof the brakes and $32 for the oil change. I agree to the amount. But then he approaches me telling me that I also need rear brakes and quoted me a price of $502.00 for everything. But then shows me another quote for $132.00 (for the service that I ask for). I states to him I was not told about rear brakes. However, I'll just get the services that I came for today (front brakes and oil change). After everything was all done, [redacted] did the services he thought I need. [redacted] had the service men to repair front (rotors) and rear brakes with oil change and tried changing me $502.00. I refuse to pay that because that's not what I asked for. [redacted] even apologized for the misunderstanding. Then [redacted] deduct $188.00 (amount of rear brakes) then told me, 'I'll eat the amount of the rear brakes but only if you agree to pay $361.43. I paid it for the sake of acting disrespectful in front of customers. I feel as though he was trying to overtalk and take advantage of me being a woman as if I didn't know what I wanted. Top make matters worst, they never used the brakes I brought. I contact corporate office the speak with a manager ([redacted]). I explain the situation and [redacted] (Manager) seems to agree with [redacted] because of the fact that $188.00 was deducted from my bill. Even thought he too know there is a huge misunderstanding. That's not the case. I wanted what I ask'd for. Not to be swidled out more money just to make the company look good. I explained t othem both ([redacted] and Manager) I will not be returning to that location nor any other Brake Masters location. I've heard them too many time talking people into spending more money but never thought it would be me.Desired Settlement: I only want to pay for the services I asked for $32.00 for oil change and $98.00 for the front brake job totaling $130.00 plus tax. I'm not asking for free service. I was changed $361.43. Therefore I'm requesting a refund of $231.43.

Business

Response:

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

Review: On 3/18/2013 I had my starter to my car replaced at Brake Masters. I was told it was a referbished part, but that it was just as good as a new part and would last me several years. I expressed concern regarding using a referbished part and asked for a brand new one. I was told that a brand new starter wasn't available but that the referbished part would last just as long as a new one. I said ok and had the work done. Today, 3/7/2014, I am stranded at work, due to the starter going out, which I was told would last several years but it hasn't even lasted a full year. I called Brake Masters to ask for a refund. I was told by Steve he would not give me a refund but I could take my car back for repair. My car is not starting (need a working starter to start my car). I now will have to pay to have my car towed and repaired! I think its rediculous that I expressed concern and was basically ignored, and now the part that I was told would last several years, didn't even last a year. I am upset and can't believe that I can't get a refund, expecially now that I will need to pay for a towe and a repair less than a year later!!!!!!!Desired Settlement: I want a refund! I should have to settle for Brake Masters keeping almost $300 for a repair that didn't last as long as they said it would. I also never want to use Brake Masters again!!!!!!!!

Business

Response:

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.

Review: I dropped off my ford f150 for rear brake service on 8/24/2013 . a few hours later I picked up my truck, paid the $ 400.00 bill ,had a friendly conversation with the manager about just finishing the body work and paint on the whole front of the truck and being excited to get it back on the road again and that the brakes was the last thing I needed to do . [redacted] handed me the keys and [redacted] said thanks for coming in ,go easy on the brakes until they get broken in . I walked around the back of my truck opened the door put on my sunglasses looked behind me and backed the truck up and left the driveway .This shop is on the corner of the 101 freeway and Peoria so when you pull out of the driveway you can only go west or get on the freeway . I got in the right turn lane and proceeded to enter the on ramp to the freeway when I notice my hood had been damaged on the upper drivers side near the windshield . I immediately pulled on to the shoulder of the freeway and got out of my truck to see the hood was not shut all the way and it had a dent and a point on the hood where the paint had cracked . I called [redacted] and asked him if they had opened my hood for anything and he said yes, yes we did . I proceeded to tell him what I see and he told me to come right back to the shop . Once I got to the shop [redacted] inspected the damaged hood told me he was so sorry and if he was me he would be very upset too . He made a phone call to the area manager [redacted] and took pictures. [redacted] said [redacted] would be calling me to start the process of getting this resolved. On 8/30/13 ,After a few failed attempts to meet [redacted] the area manager for him to look at the hood I called my auto insurance company to report the incident of my damaged hood. The claims specialist informed me of my options and said she was going to call Brakemaster to see where they stand and to get their insurance information . Her and [redacted] had a conversation where he declined my claim and accused my autobody shop of bad hood installation causing damage when his shop attendant attempted to close the hood . At no point has anyone from Brakemaster informed me of any incident in their shop that led to the damage , so now does this mean Brakemaster knew all along that damage was done on 8/24/2013 and never bothered to call me or tell me when I was paying the bill that something had happened. [redacted] proceeded to argue with my insurance specialist and refused to give her the information she needed and ended up hanging up on her . She called me and explained the conversation and his unprofessional behavior and was going to proceed with a complaint to Brakemaster. I am not a cheat , or a liar and I know the condition of my vehicle the day I dropped my truck off to Brakemaster . This will not go away until the right resolution has been carried out . Disgusted I ever selected Brakemaster to work on my vehicle . Dishonesty thru and thru , shame on you and your employees Brakemaster. [redacted] w Peoria , 85345 Brakemasters locationDesired Settlement: The expected outcome will be for Brake masters to show some integrity and take responsibility for the damage done while my vehicle was in their care , replace and repair my vehicles damaged hood back to the original newly completed condition . Apologize for the dishonest behavior of all the employees involved .

Business

Response:

This customer has turned over her claim to her insurance provider as well is going to meet with our Area Manager on 9-7-2013.

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,

My insurance company has attempted on numerous occasions to collect Brakemasters insurance company information . [redacted] and [redacted] have denied them of this information and even attempted to file a complaint against the insurance claims specialist for doing her job to collect the information needed . Why should I have to pay my deductible for the damage brakemasters are responsible for . I met with [redacted] for the inspection on 9/7/13 and have reported the hostile and unprofessional behavior I was subjected to during that meeting . This vehicle has been inspected by the shop manager and the area manager and both times pictures were taken as well . The payment to repair my truck will be furnished by Brakemasters not by my insurance company . [redacted] the area manager said himself on 9/7/13 during the inspection he was going to fix my hood but because of my attitude he changed his mind . I am going to continue to file the necessary complaints against all parties involved due to the childish ,unprofessional , hostile ,dishonest and illegal business practice Brakemasters are involved in . They damaged my vehicle , they have made untrue claims and do not deserve to have a business license . I have complied with all the requirements demanded by Brakemasters in order to resolve this huge error on their part . Brakemasters....Pay the price to repair my truck ,I will not be paying my deductible and having my insurance company pay for this mistake YOUR company made . My insurance company are backing me up and assisting with this damage claim 'since your behavior is so disgusting and lacking integrity.

Business

Response:

Date: September 12, 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] has and we do not feel that

this complaint is releated to the service that we has previously provided.

In response to

Ms. [redacted]’s comments regarding the events that took place on 9-7-2013. The

Area Manager did meet briefly with the [redacted]s. Mr. [redacted] became very

aggressive and confronted our Area Manager trying to provoke an altercation.

Ms. [redacted] slammed the hood of her vehicle and returned to her vehicle as this

proceeded. Brake Masters believes that the vehicle has recently had a new hood

installed and that it was installed incorrectly. Ms. [redacted] turned the case

over to her insurance company, but from her own comments it appears that they

have denied the claim as well. Ms. [redacted] has provided no estimates to her

insurance nor to us on the cost to repair the said damage. We believe that the

damage was due to the improper installation on the hood with the locking screws

being too long. Brake Masters would offer for Ms. [redacted] to have an estimate

done by a local shop that we use for an estimate and inspection only at this

time. We would like to determine the cause of the damage.

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.

Regards,

If my complaint was properly read you would have seen that at no time did I comment about my insurance denying my claim .My insurance company has only worked on my behalf and I have been offered to get the hood fixed thru my insurance but I have chosen to pursue the guilty party which is Brakemasters . Like I expected the truth would not be told about the inspection day Sept 7th and also as I expected the lack of integrity again has been shown . At no time have you or your company asked to see my three estimates that I have had since 8/30/2013 . How would this have been suggested due to the fact your company will not co-operate with my insurance company . Also for the record [redacted] reported to you as expected incorrect information about me slamming my hood actually my husband was the one to SHUT the hood so get the facts straight if your going to mention them . Again you are trying to get away from the facts of the matter that my hood was damaged at your shop 8/24/2013 , no one ever called me to report this or did they explain this to me when I picked up the vehicle either . What does this say about you and your employees . So are you going to keep playing these childish games or are you going to do the right thing and correct the damage done by your employee/Brakemasters . Provide your insurance company information to my insurance company and provide the dates you asked for my estimates because this again is another attempt for you to try and make your dishonest company look good . Let your insurance company communicate with my insurance company so that professional business can be handled .As you have shown you and [redacted] are not capable of accomplishing this. If you stand by your team you would not be worried about your insurance company finding out about this incident . I find it suspicious that you do not want your insurance company involved . This is what insurance is for so quit playing GOD and hand it over to your insurance company to decide the outcome .

Review: I took my car into Brake Masters to have my A/C system inspected and recharged for $224.50. Later they called me and said that while they were in the process of recharging the A/C they noticed additional problems with the condenser and were not able to fix the system. Despite not being able to fix the A/C and finding out about the condenser problem AFTER inspection they still proceeded to charge me $224.50.Desired Settlement: I would like my money refunded in full as they misdiagnosed the problem and still charged me for it.

Business

Response:

A full refund was sent to the customer.

Review: Took vehicle in to have Intake manifold gaskets replaced. I was told that the blown gastkes were the root of all problems, including a cracked radiator and MAYBE blown head gaskets. Brake Masters replaced the intake maifold gaskets as they were under warranty - less than 1 year old - stated they replaced the radiator, not done - and I still do not know if the head gaskets are blown as they never confirmed if they are or not. The vehicle was returned to me on April 1, 2014 and has been sitting parked eversince, as I cannot drive it without knowing if it is safe and Brake Masters refuses to take responsibility for their actions and repair the vehicle correctly - gaskets not overlapping and replacing the radiator - which they already charged me for and checking for blown head gaskets and repairing them as well. The store manager, [redacted], and his District manager, [redacted] - both stated that any and all issues with the car are because of the intake gaskets yet they will not repair everything.Desired Settlement: I would like Brake Masters to repair everything on my vehicle as well as provide me a refund of the $666.67 I have already paid them for services not rendered correctly.

Business

Response:

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

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

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

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

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

[redacted] also stated on Tuesday, April 1 - while speaking with my other half on the phone, [redacted], that all calls are recorded. Mind you, [redacted] was off that day and was contacted at home on his cell phone by the Manager on duty that day. If all calls are recorded, why is this not disclosed when calling into Brake Masters?

I would like them to pay for the repairs and I will take my vehicle to another mechanic, as I do not trust Brake Masters to work on any of my vehicles anymore nor to I believe in their ethics as a business, as I have been taken advantage of. I also want my refund of $666.67 that was told to be paid on April 1st, then discuss with the District Manager.

Regards,

Business

Response:

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

My daughter had her car serviced at Brake Masters on June 24th 2014. Her car had been over heating and the technician told her that her intake manifold gasket and thermostat needed to be replaced, costing 750.00... Four days later her car over heats again.. She took the car back in and now Brake Master is saying she needs a new radiator. My issue is Brake Master charged me a lot of money and the car still over heats and now they want more money..

I would NOT recommend Brake Master to my worse enemy..

** I would advise anyone in need of automotive services to go to another place.. DO NOT trust this place [redacted]

I went to brake masters in bullhead city az for a oil change and a tire rotation well thay changed the oil checked the air in 4 of the tires but not the spair never took the tires off never checked the brakes did not checked the trans fluid never told me I had a trans leak so now the trans had to be replaced 1800.00 when I paid for this the guy said I was getting a 10.00 rebate for this it would be mailed to me well its been 4 months I have not got it so this place did not do what I payed for but it cost me more don't go hear thay will mess it up called corp thay told mt to bring it back so thay can finsh the job and thay would send my money back and never got that

Review: I normally change my own brakes so it takes a lot for me to pay someone else to do it. I decided to get my brakes changed with Brakes Masters despite all the negative comments and reviews. I had to return (3) times in two months because my “premium” brakes were grinding while my vehicle was in motion and were making excessive noise. The manager(s) at two different locations stated the premium brakes pads are louder than my original. I took them for the word (which was not a good thing considering [redacted] prides themselves in quieter brakes). My brakes lasted about 2 years with 27k miles. Most of our driving was on freeways.

I returned to Brake Masters in hopes they could rectify the issues. Arepresentative from Brake Masters (unsure if he was the manager) stated he will fix my brakes the correct way. He did and my vehicle sounds great but only after I paid an additional 100 dollars.

I contacted corporate and spoke with the area manager. He was nothing but argumentative and condescending pointing fingers at me saying it was my fault the brakes only lasted a short time. He offered to refund me half of the labor cost (around 36 dollars) and that was it. When I asked to speak with his supervisors he said, “There is no one else, I’m it”. That is not the case since he is only an area manager so I asked again. He then told me “after 29 years, I shouldn’t have to report to anyone”. This is indicative to someone who thinks he is the boss even though he is not. He eventually provided me a number to their corporate headquarters.

I left a voice mail with corporate and was contacted by a customer care manager. He listened to me, which was a good thing, but only extended the offer of half the labor cost. Since I had to return three times on the original brake replacement, Brake Masters management stated the brakes were pushing on my rotors causing excessive noise, and the fact that my car is currently braking great with little to no sound, one can come to the conclusion that Brake Masters did not repair my brakes correctly the first time which ultimately diminished the life of my Brakes.

Both the customer care manager and the area manager said 27K miles is average for aftermarket brake pads. That is simply not the case. A quick [redacted] check and phone calls to local known mechanics would dispute that.

Pros:

Cheaper 1st replacement brakes

The customer service at this location was professional. I understand that the service member was trying to do what is best for the company

The really fixed my brakes the 2nd time

Cons:

Original replacement brake pads were very loud (now they are not)

Only lasted 2 years and 27K with routine driving

Corporate customer service (area manager) was not professional and simply does not care about his clients.

Area manager thinks he is above the company.Desired Settlement: Due to the aforementioned information, I feel that Brake Masters did not fix my brakes correctly the first time. I should have not had to return three times for a simple brake job. I want Brake Masters to accept the fact that sometimes their technicians make mistakes and that Brake Masters did not repair my brakes correctly the first time. I am asking for an appropriate refund. Either $78.00 labor cost for last visit, the entire $106.14 from the last visit, or the $125.72 from the original brake job.

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

Business

Response:

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.