Brake Masters of Sacramento, Inc.

Review: Brake Master's worked repaired my front breaks and breaks were still squeaking. 10/25/2015 I returned to Brake Master and [redacted] advised that the mechanics tested the front brakes and that there is a groove that causes the break to squeak. I questioned [redacted] about the groove and again [redacted] advised that If I continued to have squeaking to bring the car back or request for a refund. 7/22/2016 I called and requested a refund because I had to take off work with no pay to have the front brakes repaired by another mechanic 7/22/2016 with a total cost of 300.

00. 07/22/2016 I called [redacted] and was told to bring the car in again for the 3rd time and I declined because I had the front breaks repaired someone where else. [redacted] advised that he would pass the information over to the DM who called and stated that breaks don't last for one year.Desired Settlement: I'm requesting a refund for the front breaks.

Business

Response:

Business states that a refund has been issued to this consumer.

Review: Thursday morning (January 30, 2014), my husband went to the Brake Master store #195 at 8456 Elk Grove Blvd. in Elk Grove, CA to get work done on his 2006 Chevy Avalanche. The work done cost us a total of $535.00. My husband watched as one of the technicians was leaning over the front drivers side of the truck, presumably in the process of changing the oil, though it seemed strange to my husband because it looked like he was messing with the battery. Once the work was completed and paid for, my husband left the Brake Master store and headed to work. As he was driving down the street, his driver side Turn Signal Light Lamp fell out of its place and banged and scratched the side of his truck. My husband immediately called the Brake Master store to inform them that one of the technicians who was working on his truck broke his turn signal light lamp and he would come back into the store to discuss with the manager. When he went back to the store, and spoke with [redacted] who presumably called [redacted], the regional manager, re: the incident. [redacted] told my husband that Brake Masters would not compensate my husband for damages done by its technicians and he would need to talk to [redacted] if we want to discuss further. My husband called [redacted] and left a voicemail but did not receive a response. I also left a voicemail Friday morning (January 31, 2014) and have not received a response from James. At the end of the day on Friday, I called the Brake Masters store and spoke with [redacted] and let him know that I called and left a voicemail for [redacted] and that he had not returned my call. I asked for his email address so I could try to get a hold of him that way. He refused to give it to me. I asked to speak with [redacted], the manager, and [redacted] would not allow me to speak with [redacted] stating that [redacted] was to busy. After some searching, I found his email online and sent him an email. Neither me nor my husband have received a response from [redacted] or anyone at Brake Masters.Desired Settlement: I have contacted the Chevrolet dealership in Elk Grove, who quoted me a price of approximately $350 to replace the part (amount includes labor). We paid for the work that was done by Brake Masters (over $500)and it was unfortunate that this incident happened but, it was by the hands of the technicians of Brake Masters and we would like the Turn Signal Light Lamp on our truck that was broken, replaced.

Business

Response:

Date: 2-14-2014

CUSTOMER NAME: [redacted]

Revdex.com CASE #: [redacted]

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

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. Ms. [redacted] is a 3rd party making this complaint

and was not present during the course of the service. It was explained to Mr.

[redacted] that Brake Masters was not responsible for the damage to his vehicle as

he claimed. Mr. [redacted] became very hostile and rude to both our store manager

and area manager. Mr. [redacted] conducted himself in a very unprofessional manner. If Ms.

[redacted] would like to purchase the item in question Brake Masters would be

happy to install it free of charge.

Sincerely,

Customer

Service Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I fear that additional damage may be made to my vehicle if Brake Masters installs anything else and I feel that Brake Masters is responsible for the damage done and should remedy the situation by accepting my counter offer stated in the attachment.

Sincerely,

[redacted] and [redacted]

Business

Response:

Please provide me with an written estimate from the dealer on the cost of the part and from your local shop on the cost to install.

Consumer

Response:

I am rejecting this response because: Response was not an offer, only a request for estimates.

Please see the attached estimates from Maita Chevrolet at 9650 Auto Center Dr., Elk Grove, CA 95757 and 24th Street Garage at 2740 24th Street, Sacramento, CA 95818.

After [redacted] took his truck into the dealership to have a service technician take a look at the part, it was decided that the original estimate I was given over the phone was incorrect and what is actually needed is a driver’s side parking light lens which fortunately is less than the original estimate (see attached written estimates).

I noticed that the estimate from the 24th Street Garage $0.38 more than the dealership. I would prefer to support this local business and would be happy to pay the difference from the lower estimate but I will take the truck to either place.

Please reply that Brake Masters will be paying for the replacement of the driver’s side parking light lens front and installation of the driver’s side parking light lens front though one of these estimates through a check made out to one of these businesses. I will accept that offer.

Business

Response:

Brake Masters as a gesture of good will pay for the part and send a check to the customer in the amount of $65.00. Again Brake Masters feels that we are not at fault or liable for the [redacted] claim. The original request was for $350.00 and is a considerable difference than the requested written estimate. Please advise and I will issue the check.

Consumer

Response:

Date Sent: 3/26/2014 12:37:56 PM

Thank you [redacted], for your response, however, I had to reject the offer in order to confirm what was intended in your response. You stated, out of good will, Brake Masters will pay for the part, which in the estimate is $77 but in your response, you stated that you will send a check for $65. If Brake Masters would pay for the part, I will accept that offer which would be $77 per the estimate. Please confirm that this is what you intended in your last response.

Review: I went in Aug to get my brakes fixed at the Northgate location in Sacramento. When I arrived they inspected my brakes both front and back and told me that the front breaks needed to be replaced. I paid for the brakes to be fixed and was on my way. A month or so later my brakes where back to making the same noise as they where in Aug. Took my car back up there and the breaks needed to be replaced again and I was told not that my back breaks where going out and that I should purchase a lifetime warranty. They replaced the from breaks again I paid for the warranty and I said I would return to get the back breaks fixed. A few weeks later the same noise returned. In Jan I went to the location on Auburn and once again the front brakes needed to be replaced again this time with a list of other things that are no wrong. While Waiting to get the breaks fixed at the Auburn location I asked if I could get my money back for the warranty. The manager at the store told me that he called his boss and was told to send me a check. a Month later I have never received the check I have called at asked for call backs and have yet to get a call back.Desired Settlement: This has been going on since Aug. Every time I go back its something else wrong with my car. At this point I do not trust nothing that they say. I want my money back for everything and I will go some other place to get my breaks done.

Business

Response:

Refund was sent out. Will verify the address and check status of check

Consumer

Response:

I am rejecting this response because: this is a refund for the warranty I brought. My brakes are awful and I need to take another day off to get them fixed for the 5th time. I want my money back for everything so I can go some place else to get my breaks fixed properly.

Consumer

Response:

I am rejecting this response because: I am well aware of all the locations you have here in the area. That is not my problem. My problem is I have had to go back to one of the stores 3 times already to have my brakes done over again. Like I said before when I got my brakes looked at in Aug not (2 yrs ago) I was told that all I needed fixed was my front breaks. 2 1/2 months later in November I was back in one of you “10 locations” and was told that not only my front brakes needed to be fixed again but now my back ones too 2 months. In Dec/Jan yet again at one of your “10 locations” It was that the front breaks needed to be fixed for the 3rd time along with the back breaks and some other random things. I have since gotten the back breaks fix and my front brakes are still grinding. I don’t have the time to keep taking my car back and forth to any of your locations when this should have been fixed the 1st time. I don’t have money to throw away or give to this company. Clearly this is being taking for a joke. I no longer want or have the time to keep going to any of your “10 locations” In 6 months not 2 yrs I have been running back and forth to get this issue fixed and it yet hasn’t. I want my money back and I will never do business with this company again. If you’re not willing to do that then I will take this issue to another level. this is horrible.

Business

Response:

The attached warranty is given to every customer. 90 day warranty on labor and life time on the brake pads. We will continue to honor the warranty as applied. Ms. [redacted] must return to a Brake Masters location to honor said warranty. Braking noise does not mean the system is not functioning as designed. Ms. [redacted] is welcome to meet with our Area Manager to inspect her vehicle. Please let me know and I will arrange the inspection. [redacted]

Review: On 9/20 I stopped into Brake Masters at 7:30am for an oil change. Upon arrival there was an advertised 3 in 1 special. This special included an Oil change, Fuel System cleaning service and Engine Flush. For $89.95 (estimate is attached) I hadn't received any of these services (other than an oil change) since I've owned the car. So in the attempt of keeping up with regular routine maintenance, I decided to have this work done. Upon checking my keys in, I advised the clerk, [redacted] I'd also like them to conduct the FREE wheel alignment in addition to the special. [redacted] then proceeded to ask me if I would like a free brake inspection. I advised [redacted] an inspection was done a few months back, but didn't see a problem with having another inspection done. I thought "better safe than sorry". (inspection dated 6/6 attached) When check in was complete, I asked for ride back home and was initially told a ride was unavailable, although Brake Masters advertises shuttle service? (See advertisement at bottom of coupon attached) Eventually [redacted] advised me she would take me her in her personal vehicle. I waited patiently in the waiting room for a ride back. Later in the day I received a call from [redacted] who advised me they conducted my inspection and found my front rear brake rotors warped and both hub bearings having excessive movements and outer tire rod ends. This boggled me since again I had this same inspection done a few months back & was not advised of any of these issues. I asked [redacted] why this info wasn't relayed to me back in June & how it would be possible for all of these issues to become present now. I wasn't given a reply. Just silence on the phone. After an awkward minute of silence I asked now much to repair and he advised he'd call me back with an estimate. At 12:29pm [redacted] called back with an estimated total of $1019 and some change. I initially yelped at the cost still trying figure out why such repairs wouldn't have been mentioned during my previous visit. I hung up to gather myself and think about my decision. After thinking about it, I decided to invest in having the work done thinking it was best for the safety of my 2 year old daughter and myself. Although I felt this was still a hefty charge I didn't want to chance driving around with a failing brake system so I called [redacted] back. We discussed possible financing and I let him know I would proceed in getting the work done. He placed me on hold to obtain a grand total including taxes, etc. when he got back on the phone he quoted me close to $1500. We disconnected our call. Around 5pm I hadn't heard anything from anyone so I decided to call the shop. It was 5:07pm this time. I asked the status of my vehicle and was advised they were just finishing up & they would be done shortly. I asked if someone would be able to pick me up as I didn't have ride. Initially I was told no ride was available, although again, shuttle service is advertised. I was told to try to find a ride and if I was unsuccessful, they'd come get me. I was unsuccessful in finding my own ride. [redacted] picked me up in her personal vehicle and drove me back to the shop. I proceeded to check out. Upon check out I was greeted by [redacted] and used this opportunity to ask again, why these new repairs weren't mentioned during my previous visit in June. Again, I didn't get a reply, just a blank stare and shoulder shrug. Instantly I felt something wasn't right. Feeling reluctant, I proceeded to pay, as I felt that was the right thing to do & knew that had I not, I would not have my keys returned to me. After I paid, I left the shop feeling unsatisfied and wearing about the work that I paid for. (I'd like to point that when the inspection was conducted on 6/6/14, I advised Brake Masters that my front brakes has recently been replaced in the months of Jan. I'm now questioning whether or not the "replacement" done in Sept was necessary.) Once I left the shop, I went to fill my gas tank up and noticed my mileage read 50 miles less than what it normally read when full. By this time, the shop was closed and I knew I couldn't get any answers until Monday. Throughout the entire weekend, I noticed the mileage on my dash jumping up and down. For example it'd say I had 300 miles and no less than driving a mile down the road, it'd say I had 290. This mishap occurred throughout the weekend and is still happening to this very day. I didn't have this issue prior to visiting the shop on 9/20. This instantly confirmed that whatever service they did in regards to the fuel injection and/or emissions, messed something up on my car. Had a road test been done Brake Masters would have caught this problem. However, the nature of the work and its cost bothered me the entire weekend. On 9/22, I drove back up to the shop after work. My daughter and her dad accompanied me. [redacted] was at the front desk and I asked if I could retrieve the parts that they took off my car & also a breakdown of the labor cost associated with the work done. He nodded his head and walked into the garage area. During the wait, I took my toddler to the restroom and by the time we got out, another shop employee was engaged in a conversation with my daughter's dad. From the moment I walked out of the restroom I noticed the conversation the shop employee and my daughters dad were engaged in, was intense. As I stood there I repeatedly heard my daughters' dad ask the employee for the breakdown to the labor costs of the job entailed. The employee repeatedly denied his request. The demeanor of the shop employee was defensive, unwelcoming, and careless. The shop employee rudely advised he did not have to provide this info and he wasn't obligated to show us anything. The shop employee eventually told my daughter's dad that he was done with him and he'd only speak to me. (His exact words) I found this to be very rude and disrespectful especially after spending a lot of money in their establishment. I stepped in and advised the shop employee that I came to retrieve the parts from my car and to obtain a breakdown of work entailed & the labor costs. I explained to him that although I paid for the service, I felt the total was pretty hefty, & that I'd like to see a breakdown of the cost associated with the labor work to get a better understanding on how the cost were factored in. I also questioned why none of the issues they worked on over the weekend were mentioned in my previous visit in June. The employee rudely replied, stating he didn't have to show or prove anything to me. Those were his exact words. He did not reply to the question in regard to my inspection in June. I advised him that as a customer who just paid over $1400 in repairs, I should have the right to see how these charges were factored in. His reply to that was "you agreed to the repairs didn't you?" I acknowledged that at the time I did, but now have questions & concerns pertaining to the nature of work and that I'd like to see how these labor costs were factored in. I advised him I felt the labor price was a bit extreme for the work entailed, not to mention some of the costs for the parts. I asked the employee "how would I know that he didn't make up these rates?" He looked at me with a baffled expression on his face, and advised me the rates were in his computer. I asked again if he would show me & that all I wanted was to "see" how he came about factoring in these costs and to be sure I was priced fairly. He replied stating that he was the manager of the shop, this was HIS store and did not have to show me anything. This is when I learned his position with the company. I asked his name, he never gave a reply. During his entire engagement, his demeanor was rude, defensive, and out right inappropriate. I promptly mentioned to the manager that I was still having issues with my car that I wasn't having prior to my visiting the shop. I also informed him they were only to conduct the free alignment check, not perform the actual alignment. I also informed him my invoice did not reflect the engine flush, however my invoice reflects the charge for this service, which was included in the 3 in 1 special. I questioned whether or not they actually performed this service. He did no allow me to fully address these issues. Nor did he acknowledge them. I had tears in my eyes by this time because I felt like he was hiding something & instantly got the feeling I had been swindled. I was in fear of proceeding with the conversation because his body language spoke volumes and he began moving in close to my person. I felt very intimidated at this point. Since we could not resolve the issue in store, I stepped out to call the sheriff's department. This was the only route for me to take. Three sheriff's were dispatched to the scene. Officer Viec was the first to arrive at the scene. 2nd was officer Schoph and 3rd was officer Parra. I proceeded to advise them of the situation. They took a look at my invoice and their body language indicated that they too, felt the charge was pretty hefty although those words weren't actually spoken. I advised them of what I cam for and never entered back into this business establishment. The officers and I stood outside for a long duration of time trying to rectify the problem. Eventually one officer brought out a box of parts. Whether or not they were mine remains questionable. I believe he only provided the parts because the officer asked. I don't understand why I wasn't able to successfully retrieve the parts myself, upon request. During the conversation in store, the shop manager advised me himself they replaced over 40-50 brakes during the weekend of my visit. One officer brought out a document which he advised the shop employee presented to him as the breakdown of the labor cost. This document did not show any type of breakdown. It was generic piece of paper with a bunch of decimals that I did not understand. (This document is also attached) It did not help me to understand how the labor costs were factored in. This again gave me a feeling that he was still trying to hide something. I knew that after receiving this piece of paper and box of questionable parts, I would receive nothing else. Again, I was not able to address the other issues I was having with my car, which could have been identified had they completed a road test, upon completion of the work. I proceeded to my vehicle and left the premises. During my drive home, I became frustrated in monitoring the mileage gauge on my car. I can't determine how many true miles I've driven nor can I determine how many true miles I have left in my tank due to the mishap at this shop. This hasn't functioned properly since my visit. It could be a result of them damaging something on/ in my vehicle. This has put me in the position to have to spend more money elsewhere to find out what this issue is and also another repair cost that may be associated. After spending over $1400 in repairs at this shop, I currently don't have to the money to have this work done. I fear every day in something happening as I'm driving my toddler and myself in the car. On 9/24 I called the shop and simply asked what the name of the shop manager was. [redacted] answered the phone and acknowledged he was the shop manager. This is how I learned the name of the shop manager I was dealing with. Again he was not forthcoming with the info when first asked during my visit on 9/22. In addition, in choosing not to do business with this dishonest shop in the future, I can no longer take advantage of the "lifetime" warranty that comes along with the brake job I paid for. Brake Masters pride themselves on being "An Honest Brake" repair shop. This is mission statement found at the top of their invoices and also on the uniforms they wear around the shop. I find nothing about their services or the experience I encountered at this shop to be honest. At this point I am no longer interested in obtaining the breakdown of my charges through their company as I don't trust anything provided from their company. What I am asking for are all of my expenses to be reimbursed or at the very least, half of the full cost. I stopped in to Les Schwab's on Thursday 9/25 to have my car inspected, in the attempt to verify the work Brake Masters claim to have done. I was advised they could not complete a proper inspection based on the condition my tires were in. I showed the sales rep my invoice from Brake Masters and was advised that my wheel alignment should not have been conducted under these circumstances of having damaged tires. I was advised tires have to be in good condition in order to have a proper alignment inspection completed. Brake masters never advised me if why a wheel alignment was necessary. I do not believe it was. So not only did Brake Masters charge me for a service I didn't authorize (wheel alignment), they failed to inform me that my tires needed to be in good condition before that type of work was done. On 10/17 I visited Elk Grove Buick GMC to have my recalled car key fixed. During visit I briefly mentioned the mishap I had with Brake Masters to the shop clerk. I specifically referred the issue I was having after having the fuel injection service done. I asked that they conduct a visual inspection to determine if in fact there was a problem. Upon picking up my car, my invoice indicated that a fuel injection service Brake Masters charged me for was ever done to begin with and/or not completed properly. I'm curious as to why Elk Grove Buick GMC would recommend a service that was supposedly done, even after I advised them I had the service done within the last month and also have the invoice to prove it. Again, I question whether or not all the work from Brake Masters was necessary to begin with and also whether or not all work presented on my invoice was actually performed. I also feel as though they had something to hide based on the fact I wasn't presented with the information I requested, upfront. I am asking that all this information be taken into consideration for the reimbursement I am requesting. No customer should have to endure the rudeness, disrespect, intimidation, arrogance, cocky attitude, unwillingness to compromise as I did through my experience with Brake Masters.

Attached are the detailed documents showing:

#1, the first inspection conducted in June and the receipt for the work that was done

#2, the second inspection report conducted in September

#3, the actual invoice(s) for the service(s) I paid for on 6/6 and 9/20

#4, the generic document showing the breakdown of my labor cost (very ambiguous)

#5, the coupon that advertised shuttle service

#6, A list of reviews from a review site called YELP, which present customer's complaints who's experiences were similar to mine and also indicates the experience with the same manager [redacted]- based on these reviews and my encounter with this shop. I'm weary as to what other "issues" may be in store for me down the road. Unbeknownst to me, this review site exists and I too will be taking the time to write a review.

#6, pictures of the box of parts give to the officer - no brake pads were included in these items - When I had my brakes inspected in June the REASON my front weren't replaced was because they had been replaced in Jan of this year. During my visit in June, I was advised by Brake Masters my front brakes were fine and now during my visit in Sept, all of sudden my brakes need replacing? This is questionable. Upon researching the identity to the parts in the box that was given to the officer, I noticed I didn't have ANY brake pads. This leads me to believe they didn't need replacing for the reasons I stated in my dispute. In addition, the box of parts weren't

#7 the estimate created on 9/20, which list the 3 part special (the engine service included in this special isn't listed anywhere on my invoice) I question whether or not the full service was done

#8 - the invoice form GMC

All of there concerns result in my having to spend more money to have my car inspected and/or corrected. Please Take into consideration the highlighted reviews and read in its' entirety as these pertain to the similarities in the experience I encountered with the shop and its' staff. This shop is not honest AT ALL and I cannot reiterate enough. Ultimately I took Brake Masters based in their advertisement of being a "HONEST" brake. The experience I encountered was not honest at all and I was left feeling ripped off.Desired Settlement: Again, I am asking that half my total cost be reimbursed.

Thank you for your attention in this matter.

Business

Response:

Date: 11/14/2014 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 [redacted] has and we do not feel that any refund to be granted.9-20-2014, Ms. [redacted] brought in her 2005 Pontiac Grand Prix in for an oil change and other services. Upon our inspection we contacted Ms. [redacted] and recommended several services. Ms. [redacted] approved those services. Brake Masters completed the repairs and Ms. [redacted] picked up her vehicle. The manager that Ms. [redacted] was referring too was indeed our Area Manager for Sacramento. The return visit with Ms. [redacted] and her daughters father was a confrontation and the local police were called to have the parties removed. At this time there are no issues with the service and repairs that Brake Masters completed. At this time Brake Masters is denying Ms. [redacted]’s claim for refund. Sincerely, Timothy A.HarphantCustomerService Manager

Consumer

Response:

I am rejecting this response because:Revdex.comThank you for the reply from Brake Masters. At this time, I am rejecting the reply from Brake Masters as it includes false statements and it still doesn’t address any of the issues and/or concerns listed in my compIaint with Brake Masters. First I’d like to point out that the respondent to my complaint Timothy A. Harphant is the customer service manager for Brake Masters. He was not present to witness the ordeal between Brake Masters and me Therefore he isn’t able to attest to what happened in this incident. If he is speaking on behalf of the shop manager [redacted] has presented false info to the customer service manager representing Brake Masters. I was the one who in fact initiated the call to the sheriff’s department when the shop manager [redacted] refused to cooperate in addressing the issues and/or concerns I presented to him. Brake Masters did NOT initiate the call to the sheriff’s dept. I did not go to the shop to confront anyone. When I walked in, I politely advised [redacted], who was at the front counter, that I came to retrieve the parts to my car. He said no problem and proceeded to walk to the back. He did not advise me that [redacted], she shop manager would be the one to return and assist me. As far as I knew, [redacted] was headed to the back to retrieve my parts. It was when I returned from the restroom with my daughter [redacted] was present and engaged in a conversation with my daughter’s father. As I stood there [redacted] blatantly and repeatedly informed us he did not have to answer any of our questions. He did not do anything to satisfy or assist us in addressing my concerns, as its stated they do in their reply to my dispute. [redacted] also refused to provide me with the parts taken off my car. [redacted] was rude throughout the entire conversation and even walked away in the middle of the conversation to pick up a phone call. He did not excuse himself. He just walked off. As of today, Brake Masters still hasn’t provided an explanation of why these so called repairs made in September weren’t brought up or discovered when I brought my car in for the same inspection in June.I questioned this even prior to the repairs. I believe this is a valid concern. I am no car expert, but certainly the issues Brake Masters “claim” my car had in September didn’t arise within a 2 ½ month time span from my visit in June. I take good care of my vehicle and do my best in keeping up with regular routine maintenance. This is why I feel the work done in September wasn’t necessary to begin with and that Brake Masters provided false info to me in the attempt to defraud me. Despite the fact that I paid for the services Brake Masters “claim” I needed, again I was left with no choice topay. Otherwise Brake Masters would not have surrendered my keys to me. Brake Masters is using the fact that I “paid” as a means to justify their reason of not acknowledging my concerns and issues. Regardless of the fact that I paid, I am still entitled to ask questions pertaining to the nature of work Brake Masters claim was needed. Brake Masters advised I had a failing brake system and I didn’t want to chance driving my toddler and I around with a car in that condition. Although I felt reluctant about getting the work done in theattempt to exercise good judgment I approved the work. Brake Masters has also failed to explain to me why the gauge on my dash wasn’t working properly AFTER they completed any work done to my car. Again, this mishap only started to occur AFTER they tampered with my car. And had they conducted a road test upon completion of the work, this issue would have been caught. The reviews I submitted along with my complaint, demonstrates the unprofessional service Brake Masters rendered to not only me but also to other customers. I still haven’t been provided with sufficient documentation for the breakdown of my labor cost, nor an answer as to WHY the repairs made in September weren’t discovered in June. All of these points should be considered in my dispute and these things further demonstrate the unwillingness and uncooperative behavior I endured with Brake Masters and their manager, [redacted]. I can’t emphasize enough that I trusted Brake Masters to do the “honest” thing and based on my experience, there was nothing honest about the business or their work. Any information or explanation Brake Masters volunteers at this point will be suspect, based on the fact they weren’t upfront with it from the beginning, nor within their reply to my first complaint. I have every reason in the world to believe anystatements made on their behalf will be deemed spurious. Nevertheless, I am still requesting my full refund for services Brake Masters claim I needed &charged me for, but rejected to offer explanation about.Thank you for your attention in this matter. [redacted]

Business

Response:

Dewayne was Not present. I spoke with her. I told both her and her boyfriend / husband my name and position. I told [redacted] to call the police due to her friends attitude and threatening demeanor There was nothing polite about her or her attitude [redacted] was not at the counter, he was in the shop when she came in What I explained to her friend was that the parts were in the trash and they were welcome to them however I would not dig thru the dumpster nor would I ask an employee to I walked away due to the threatening manor of her friend If she had an issue with what we found wrong with her vehicle in September and not in June why did she not address it during the conversation [redacted] had with the needed repairs Every service she has from any business is less than professional and or acceptable. She likes to have services performed and then complain to receive a refund and or free services She needed the work, we explained what she needed, she authorized the repairs, we made the repairs, we are entitled to be paid Please call me with any questions [redacted]Area Manager, Sacramento###-###-#######-###-####

Consumer

Response:

I am rejecting this response because:

Thank you for the reply from Brake Masters.

Review: I brought my car in to get a radiator flush. The guy told me I needed a radiator cap and relay fues and the fues would be 30 and the cap would be 30. When I drove home my car started to heat up and smoke and hiss. I explained this to the guy and he said he would look at the car so I brought it back. They checked it and said nothing is wrong with the vehicle. As soon as I got home the car started to leak fluid all over the ground so I called him immediately. He told me to let the car cool off and bring it back. I did and they tested it again and said nothing was wrong with the car....again. I'm so frustrated at this point. He said they would be willing to take the whole thing apart and if it was something more I would have to pay for the cost of the part. Let me go back to the part where he told me I needed a new cap. I told him I would buy a new cap on my own he said I can look it up for you to check priced and assured me the price of the cap they had was cheaper so I looked up the price of the overflow tank and it was about the same price as the cap and asked if it would be better to have that replaced due to the fact that the overflow tank was full of rust and was obviously not getting the pressure it needed to cool properly. He said it would cost hundreds of dollars. I have now checked my own cooling system and changed the overflow tank. It works perfectly now. I'm now out 200$ because they wouldn't listen to me.Desired Settlement: 142.81 for the flush and parts. I had a coupon for a flush at 59.99 and that's not close to what I paid.

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 addressed the concerns of the customer.

Ms. [redacted] brought in her 2000 [redacted] with overheating issues. Brake Masters completed a cooling system flush at $59.99 and cooling fan relays and radiator cap. Please see attached invoice with store comments. There is no mention of an overfill container that would not cause the system to overheat. A fan relay switch was an issue as well as the radiator cap that was approved and replaced.

Brake Masters would be willing to recheck the work that was completed and replace any service completed by us.

Business

Response:

Please see attached documentation.

Review: My car is a 2012 dodge avenger. Upon the time I took the vehicle into the local Brake Masters on Northgate blvd in Sacramento CA. it only had 50k miles on it and was basically just drove off the lot 3 months prior to the visit. In short the car was almost brand new! My reason for taking the vehicle there was because my front brake pads were starting to show wear and needed to be serviced. One would think this would be a routine fix for a place called Brake Masters but I was wrong! after leaving the initial time, I noticed a strange knocking noise coming from the front end, my car was totally silent prior to the visit and I was very worried about this. I called in immediately when I got home only to be put off till the following monday .The following monday came around and I went back into the shop and got turned away till the next day, this being my 2nd day missing work mind you and the third would be coming the next day. When I went back in they made me wait for several hours and finally put my car on the racks. after much more time they came to the conclusion that it was only my control arm bushings? I asked "why does it only make the knocking noise when I hit the brakes?" they said "what noise is that?" and we drove it around the block and they seemed to ignore the noise I was trying to have them hear! I am very unsatisfied with the outcome of letting these guys work on my car it has not felt the same since and a short month later my pads are already grinding metal to metal, its almost as if they didnt even replace the pads to start with! if thats the case I want to sue this shop and make them pay for the damage they caused to my car!Desired Settlement: I would like to at least get the money back for the shoddy work done on my car, I DO NOT trust this shop to work on my car again and will not allow them to attempt to fix what ever it was they did. These mechanics are very unprofessional and lack the training required to work on vehicles If there is a way to investigate whether or not they are in fact licensed I would strongly advise you do so. I have read many complaints on this shop and can only imagine the number of vehicles ruined

Business

Response:

Date: 4/10/2014

CUSTOMER NAME: [redacted]

Revdex.com CASE #: [redacted]

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

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 a refund justified at this time.

As you can

understand by Mr. [redacted] complaint he has advised the Revdex.com that he would like

to sue us for damages to his vehicle. Our Area Manager made numerous attempts

to meet with Mr. [redacted] and take care of any issues related to the service that

Brake Masters provided. Mr. [redacted] after making appointments to meet with our

manager would not show up. Mr. [redacted] continues to be insulting to our staff

and via email uses profane language to describe his concerns. At the request of the Revdex.com, Brake Masters can

provide all the email correspondence between Mr. [redacted] and Brake Masters.

Sincerely,

Customer Service

Manager

Review: My complain about this Brakemasters is that the mechanic that performed work on my vehicle did not do a professional job! I had my intake manifold gasket replaced and the mechanic failed to screw back about 3 screws in my engine that could have resulted in a major engine damage! Very unprofessional and I am very upset! I'm not even sure if they were supposed to replace gasket in the first place. My check engine light came on and they said my gasket was leaking, to which I had called Toyota for questions and the service manager at Toyota said that sounds unreal and was hoping Brakemaster was doing their due diligence in investigation check engine light properly. I had bought my own part from Toyota and asked Brakemasters to replace to which I would only pay for labor of $147.00. I am not even sure if they even put in my own part, I did not get my old part back. Overall my main concern is that I am upset at the fact that I paid $147 for them to replace and they did not do it properly. I drove for a few days after repair and noticed rattling noise in engine to which a mechanic outside of Brakemaster realized that there were 3 screws not screwed in properly in engine! I'm shocked at how poor of a job the mechanic at Brakemasters did! I trusted them and now I don't know if I can ever take my car there again! I contacted them through email and left voice mail to corporate office and a guy named [redacted] to which I never got a call back from. I'm very upset.Desired Settlement: I would like to get my refund of $147. That is what I paid them to replace my gasket to which they did not do a good job. It could have a been a whole lot worse!

Business

Response:

Date: 2-14-2014

CUSTOMER N**E: [redacted]

Revdex.com C**E #: [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, Brake Masters responded to Ms. [redacted]’s concern via email

right away and wanted her to bring in the vehicle so we could determine if any

of the work that was completed by Brake Masters was not done correctly. Ms.

[redacted] claims that there were screws loose and that her brother in law fixed it

for her. Unfortunately, Brake Masters did not get the opportunity to inspect

the vehicle to see if it was related to our service. Brake Masters performed

the service recommended and also let the customer supply her own part to reduce

cost. Brake Masters upon request would be happy to supply a customer’s part

that was replaced. We feel at this time no refund should be given due to the

fact that the customer never called or returned to the location for us to

inspect the vehicle.

Sincerely,

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 is satisfactory to me.

Sincerely,

here is my long story.

I needed to get my rack and pinion replaced and I went here to get an estimate. they gave me a better deal than another place so despite negative reviews and a previous bad experience I decided to go ahead and get my car serviced here. BAD MISTAKE!

husband dropped off the car on Saturday and after 1 1/2 HOURS he was told (without them even looking at my car) that they don't have the part. we were told they will order the part and . Because I only have one car and drop off my child at school, I informed them I can only drop off the car on a Saturday.

Friday comes along and I called to ask if they already received the part yet and appearently nobody knew about this. Nobody ordered anything. I was kind of annoyed at this point because I wanted to get my car serviced the next day but luckily a very kind gentleman SAM ordered the part and I was able to get my rack and pinion replaced the following day.

my car was dropped off and I made sure to ask multiple times if my car is going to be finished that day and they promised me that it will.

at the end of the day we got a call that they DONT HAVE A SPEZIFIC TOOL to finish the job but after asking a few questions they gave us a call back to tell us they will get the job done that Saturday. pretty much THEY LIED and most likely didn't want to finish working on my car because they wanted to go home.

Anyways, we picked up the car when it was finally done and drove home. the very next day the car sounded weird. I have never heard my car sound this way ever! I love my car and got concerned.

On Monday after dropping off my child in school I immediately took my car back and they told me the steering wheel fluid is leaking because they had to fill up the fluid. that was the exact problem I had before and the reason why I took my car there in the first place.

they were busy and told me it will take a few hours to look at the car so I had no choice but to leave.

unfortunately I had to come back two days later (wed) to get the fluid refilled. AGAIN. my car sounded very horrible and at this point I started to get very annoyed. Why is this happening? why does my car sound so bad? what did they do to my car?

the refilled the fluid, tried to determine where the leak is coming from, couldn't see anything and I left.

I went there a total of 4 times AFTER getting my car serviced by brake masters. they find out the RACK AND PINION they put In my car is DEFECT!!! can you believe this? they literally took my rack out and put one inside my car that's way more damaged!!!!

to shorten up my story I talked to the DISTRICT MANAGER MARK who is the most RUDEST person ive ever came across!!! he yelled at me, kept interrupting me, has a bad temper, didn't care about what I had to say, and hung up on me!!! HOW IS HE STILL WORKING THERE????

Both managers MARK and SHAWN are rude , disrespectful, they both lied to me, never apologized for what happened to me, dont value me as a customer.

Revdex.com will be contacted!!!!

there is some more that happened but I would be sitting here for another hour typing.

PLEASE CONTACT Revdex.com IF YOU HAVE HAD A BAD EXERIENCE BECAUSE THEY WONT STOP RIPPING US OFF IF PEOPLE DONT SHARE THEIR EXPERIENCE!

Review: I initially took my vehicle in to have brake service, $850 later a problem came about immediately that had never existed. After taking my truck back twice they refuse to fix the problem without charging me. They want me to pay for parts that were not damaged before. This is on top of them charging me for a service they did not perform.Desired Settlement: I am going to be forced to get my brake issue fixed elsewhere and just want them to pay for the damage they caused and I have to now pay for. I don't want any money to go in my pocket I just want to be reimbursed.

Business

Response:

Date: 2-23-2015CUSTOMER 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 respondto this 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 Mr. [redacted] has and we the currentissues that the vehicle has are unrelated to the service and repair completedby Brake Masters. Our Area Manager offered as a gesture of good will to helpthe customer out by taking care of the labor cost if he provided the parts. Atthis point the customer refused. Our offer still stands to assist in some ofthe cost, but as stated they are unrelated to the original service. Sincerely,

[redacted]CustomerService Manager

Review: Went to get oil change on 11-13-2015. After the service, my car run terrible and start to have problem. Also they recommended service for replace drive belt and serpentine belt with power steering and cost $104.25,also told me power steerng belt cracking. I told them hold on the service. My husband will check it out first. My husband took the belt out and ready to replace a new one. We both check the old one out and we both can't find the cracking on the power steering belt like they claim. The belt check out perfect. The belt look like new.

My engine light is on. I took it to a mechanic to check and see what is wrong. It show P1259 is Vtec Solenoid and also he check the oil. Since I change the oil till now. I drove approx. 3000 miles. The oil look so dirty and thick. It is impossible. He recommend me take it to [redacted] dealer ship right the way to change the oil out and see it help. I get it done right the way which I got it done the next day which is 1-20-16. By doing that hopefully I can save my vtec solenoid. It will cost me a lot of money to replace that. After the oil change, the car ran well, that told me the oil is bad. That's why my engine light is on. Hope this will save my vtec solenoid. By me changing the oil, the engine light is off now.

I strongely believe this company is running a scam here. They need to be stop.

Don't take advantage of a female or old person on a simple oil change.Desired Settlement: Refund my money that Brake Master charge me which is $22.95 and stop try to scam more people the service they don't need and give the customer what they pay for. Not some recycle oil and claim is [redacted].

Business

Response:

Please have customer provide any and all documentation from the other shop or dealership to verify allegations.

Consumer

Response:

I am rejecting this response because: My husband is the one try to replace the belt which they claim is bad which is not. Regarding the oil change. I don't have the oil save to proof it.But by them tell me all other things is wrong with my car. Which is not true. Brake Master has the original invoice. They can look it up. Invoice # [redacted].I may be a woman but I know people in car business can give me advice. This is a very back business practice.

Review: Front brakes were repaired improperly resulting in a severe pulsation in the entire front end of the vehicle. Brake Masters had to resurface the vehicle rotors during the first repair removing material from the rotors. Brake Masters claimed that the rotors could never be turned (resurfaced) again because the rotors did not have enough material left to resurface another time. After 12 weeks time I brought the vehilcle back to Brake Masters to be repaired again because I feared the brakes might fail due to the severe pulsation. Brake Masters turned (resurfaced) the rotors again after telling me that the rotors could not be resurfaced again and returned the vehicle to me repaired at no charge. My complaint is this: Brake Masters removed 30,000 miles of brake rotor needlessly from my rotors which will result in me having to replace the rotors at my cost ($250+) the next time the brakes are replaced. Is that fair??? I could have had one more brake repair before replacing the rotors again. Brake Masters should pay for this not me!! I should be compensated for approximately 50% of my rotor wear as they removed it from my car. I think they owe me approximately $125 for their error that I will have to pay for later.Desired Settlement: Brake Masters to pay for one half of the cost of 2 new rotors as a refund to me.

Business

Response:

Date: [redacted]

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 and we do not feel that any

refund or future payment should be given.

On [redacted], Mr.

[redacted] brings in his 2005 Toyota 4 Runner for a brake inspection. Upon completion

of the vehicle’s inspection, we do recommend front brakes to Mr. [redacted]. Brake

Masters completes the service to include replacing the pads and resurfacing the

front rotors.

On [redacted],

Mr. [redacted] returns and complains that the vehicle has pulsation when braking.

Brake Masters replaces at no charge to Mr. [redacted] the front pads and again

resurfaces the front rotors. The warranty on the labor is 90 days, and at that

point we have gone past the 90 days. As a gesture of good-will Brake Masters

warranties the brake service. Please see attached invoices. Also please see

notes that were placed on the invoice dated [redacted]. Brake Masters continues

to stand behind our warranties and workmanship.

We believe that

we have gone beyond our warranty and cannot control how a customer drives their

vehicle. As explained in great detail to Mr. [redacted] rotors will need to be

replaced as they grow thinner due to wear and tear on the vehicle. Brake Masters

will not pay for future rotors and services.

Sincerely,

Customer

Service Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Brake Masters resurfaced my brake rotors during the first repair by removing the uneven wear then replaced the brake pads. At this time they told me the rotors could not be turned again and would need to be replaced the next time I had my brakes repaired. They also said that after the second brake repair. The first brake repair that Brake Masters made had pulsation in the front brakes from the first day they were repaired. I tried to drive very lightly on the new brakes but the pulsation continued to get worse as time went on. The pulsation finally became so bad that I felt the vehicle was not safe to drive. Brake Masters had to resurface the brake rotors a second time effectively removing an additional 30,000 miles of brake rotor material to repair the original work. This additional brake rotor material that went into the garbage can would have remained on the vehicle and been available for resurfacing on the next brake repair had the first brake repair been done correctly. This future cost should be Brake Masters responsibility to replace not mine. I am willing to pay for the portion of the future rotors that I used but not the portion that went into the garbage can due to their faulty workmanship. Brake Masters needs to share in 50% of the cost of new rotors on the next repair as part of being responsible for their own mistakes.

Sincerely,

Review: on may 2 2015, I went to brake masters and got an oil change. before I got there, the brakes on my car was working perfectly. when I drove away, I noticed my brakes started to get harder to push. by night time they very hard to push. on may 4, 2015 I took my car back to brake masters and asked, "what did you guys do to my brakes"? upon inspection, I was told that the booster was leaking and that it would cost me 703.50 to fix it. on may 5, 2015 my "check engine" light came on and my car is running rough. before I went to brake masters my car was in perfect condition. all I wanted was a simple oil change.Desired Settlement: to undo the wrongs that they have done to my car. like, fix my brakes and get my "check engine" light turned off.

Consumer

Response:

I am rejecting this response because:Consumer states that the operation of the vehicle was not the same when the vehicle was taken in for service as it was when the vehicle was picked up from the business.

Business

Response:

Date: 5/7/2015 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 weappreciate the opportunity to respond to this 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 Mr. [redacted] has and we do not feel thatBrake Masters is responsible for the condition of his vehicle.Brake Mastersperformed an express oil change to include, dropping the oil, changing the oilfilter and filling the vehicle back with oil. No other services were performed.Mr. [redacted]’s vehicle is 15 years old and over 250,000 miles. We inspected thevehicle at his request the 2nd time and made our recommendations onthe repairs needed to correct the issues. The basic service that we performed isno way related to the needed repairs. Sincerely, [redacted]

CustomerService Manager

Review: Quoted a repair from an incomplete diagnosis. When I did the repair myself and it did not solve the problem they denied it was a diagnosis.

On 7/24 I requested a brake inspection and a code read on a "Service Engine" light, and was told they provide the code for free and a diagnostic for $89. When I returned I was advised the brakes were fine and I needed to replace the Mass Air Flow Sensor ($422.45 parts & labor). Based on our past relationship and the fact there was no mention of a diagnostic required, I was under the impression this was a diagnosis since I was not given the code.

I performed the replacement myself to find that was in fact not the problem. At that point I called to find out what was the specific code and was told 171 & 174. It turns the codes are not that specific and points to a number of other additional possibilities. Had I been given the code as requested to research instead of the mechanics assumption I would have determined it necessary to pay for the diagnostic to find the exact trouble.

Later that day (7/27) I returned to the facility to discuss my issues. Essentially I walked away unsatisfied and insulted by not one, but two assistant managers. Although they were courteous they pretty much told me it was my fault the truck wasn't running properly and it would have been fine if I had paid the $422 for them to replace the MAF, because if that didn't fix the problem they would have figured it out.

I'm supposed to believe I would not have been charged for that part. I find it unsettling to know their corporation performs work off guesses instead of the normal process of, quotes to determine the problem and then the work.

Nowhere in my paperwork (initial or results/recommendations) reflect codes as requested or quote for a diagnostic, yet there is a quote for work that could only be determined with a diagnostic test. I wasted money on a part I did not need that could have been applied towards the test.Desired Settlement: I would like to be reimbursed for the part I replaced that I cannot return. I also would like another of their locations run a diagnostic to tell me what the real trouble is. After 9 years I'm afraid to have this location work on my truck anymore.

I can't think of any compensation for the time lost and inconvinience of this whole episode even though somehow what I have ask for doesn't seem like enough.

Business

Response:

Consumer's Final Response

Brakemasters sent one of those auto-generated surveys that I filled out with pretty close to the same information submitted for the case. Amazingly enough [redacted] (District Manager) called me direct to hear the story. He said understood my point and still needed to review their documentation but asked if I could bring my truck down for further investigation.

He and the site Manager [redacted] were present and advised the mechanic documented his findings and what he "assumed" was the issue, since it was the most common of the several possible problems associated with that code combination. The codes did not get transferred to paperwork provided to me.

They agreed the assumption documented alone constituted a diagnosis and appolgized for the issue cause by they exclusion of the key information. They also took full responsibility for the miscommunication and admitted the error with the transaction. To compensate for the trouble and my expense of replacing the wrong part that could not be returned, they ran a diagnostic found a vacum leak repaired it, and tightened up a few other things for good measure at their expense.

I understand inexperience and that people make mistakes. As a result, I am completely satisfied with the intervention of their upper management and their quick action has won back my loyalty.

Review: I have an issue that I want to share briefly. I brought my car in to Brake Masters to get new brakes. [redacted] was working at the desk and had told me to leave the car with him and he would call about work that needed to be done. They checked everything included the master cilender. Master Brakes had called and told me I needed front brakes and work done to the back. They also told me the lifetime warrantee will cost additional. We had the work done and I wanted to say [redacted] has very poor customer service. Angry tone and challenging and all I wanted was work done on my brakes. I pick up the car and that evening the back tires made a loud clicking noise then the brake light went on. I brought it back in the following morning and [redacted] said I needed a new master cilendar which was refurbished. He says there was a rock in the hose that caused it. I had brought my car to my mechanic that works on my engine and he wanted to give his information to you so he can be contacted if needed.He had flushed all my fluids about three months prior and had no issues after regarding my brakes. I am hoping of some kind of resolution and I will never take my car there again because now my car sounds horrible.

Hot Rods-Address: [redacted] Roseville, CA 95678

Phone:[redacted]

Master Brakes-[redacted] Thank you,

[redacted]Desired Settlement: Refund, I will not take my car back to the Company.

Consumer

Response:

Consumer states that he accepts the business response and is okay with the $200 dollar refund.

Business

Response:

Customer spoke to our Area Manager and will be refunded $200.00 [redacted]

Review: Came in here few months ago for a brake change.I waited for about an hour then James(regional manager) came out and told me there's a lot of things that need to be changed. Calipers rotors brakes ect. ect. totaling at $900+. I told them I didn't have that kinda money & I would have to come in a week. James said that unfortunately they cant put the wheels back on since everything is so damaged. I explained I cant pay that amount but need the truck for work next day. James said there's nothing they could do so I had two options come up with the money or pay for a tow truck to tow it out of the shop. Kinda messed up how they put me into a tricky situation knowing I need it back that day. I made a few phone calls and found someone to lend me the money with a % back. I thought well at least everything's going to be new and work properly since I drive a lot it'll be for the best. Few days later brakes started squeaking & vibrating when I brake really bad. I went in on a weekend since I work 75 hours mon-fri. and weekends my free time. They changed the brakes again and I left. Since that time I went back 5-6 times with the same problem. I talked to James a lot of times explained that I drive all day long with a lot of weight and told him I need good brakes. Never happened they kept low balling me with this excuse or that. I emailed the corporate office 2 times. First time I asked for money back so I can go somewhere else & get them redone. Unfortunately for me the corporate office doesn't seem to have much interest in their customers so they automatically forwarded the email to James which I've been dealing with all along & who couldn't get the job done. James made it very clear that he doesn't do any refunds and that I wasn't going to get a penny back! Now my abs is bad I almost hit a couple on a intersection when I tried to brake truck kept going. I cant get money back from them and they cant do a good job. Id avoid this place unless you want to be like me spending your days off at Brake Masters!!!Desired Settlement: I went to get brakes redone was too many times at Brake Masters. I will never go back again! All I want is either my money back so I can go somewhere else and have a legit shop do them the right way. I drive for a living and have up to 5,000lb sometimes I cant be worried that my truck wont brake in time or good enough.

Business

Response:

Customer returned on 8-11-2015 to another Brake Masters location where we corrected any issues that he had. Warranty of $1296.00 completed

Consumer

Response:

I was at work delivering on monday as I exited the freeway I could barely turn the steering wheel. I pulled over called a tow truck. Paid $120 for it to be towed to [redacted] in Citrus Heights. Next day after [redacted] mechanics inspected the van they said due to poor installation of rotors berrings got damaged along with other things. I took a video of it before they out back the wheels. [redacted] manager recommended going to Orangevale Brake Masters. I called them & [redacted] gave me a number for their towing service. My van was later towed to Brake Masters in Orangevale & [redacted] redid everything. So far so good.

Review: I needed to get my rack and pinion replaced according to another shop and after the estimate was given to me I decided to shop around for prices and brake masters gave me a good deal. They never performed an inspection on my car to confirm the problem although I asked for an inspection. After they replaced the rack and pinion my car started to sound and drive horribly and I took it back to the shop. Manager never apologized and was treating me poorly. I made an appointment to get my leak fixed again since they didn't do their job right the first time.My appointment was on a Saturday but I had to bring my car back into the shop every two days to get my steering wheel fluid refilled because it was leaking badly. becasue manager wasn't treating me with respect and I reached out to district manager. He treated me even worse, didn't care about what I had to say, argued and accused me of lying, yelled at me, interrupted and hung up on me. I'm still in disbelief that he is allowed to treat me this way.I was offered "in store credit" but upon asking if I could get same amount cash(refund) instead district manager laughed and hung me on me.Before getting my car fixed I asked manager if I can take my part home but he lied and told me I can't.I didn't know my rights at that time. I asked the manager if they ever inspected my car before taking it apart to confirm leakage in which he replied "yes". I asked for paperwork proof but he then kicked me out of the shop. Yes, I got KICKED out for asking questions. I contacted the customer service manager who never returned my calls. I spent 720$ and went to this place a total of 6 times when it only should have been 2 the most.The rack and pinion replacement comes with an alignment but my vehicle is not driving straight.I wrote a yelp review and was called by District manager and offered 150$ to take it down but I declined the offer. I was never told the rack and pinion is refurbished and nothing was stating this in the work order either.Desired Settlement: I would like a refund of 400$ for a few reasons.1. Taxi cab costs for the second time they replaced the rack and pinion 2. emotional and mental stress caused by this company 3. Alignment isn't fixed4. Wrongful diagnostic of transmission leak that made me waste time going to another shop for a correct diagnostic 5. Lack of care of the company6. bribing,lying, disrespecting me, and accusing me of lying 7. For the 3 times I had to drive to the shop to get my fluid refilled8. Humiliating me

Business

Response:

Brake Masters honored our warranties and replaced the rack and pinion at no charge. As a gesture of good-will the Area Manager offered a in store credit of $150.00. Because of the behavior of the customer she was asked to leave our location. Brake Masters will continue to honor our warranty as stated on the customer invoice.

Consumer

Response:

I am rejecting this response because: unfortunately the company isn't being truthful yet again! I have multiple witnesses that saw and heard evertyth ing and because the manager wasnt able to show proof of any inspections done prior to replacement of rack and pinion I was asked to leave the stor e. The area manager offered me a 150$ cash refund under one circumstance that I take down my yelp review. I declined that offer but would gladly accept the 150$ CASH refund plus a reimbursement for the alignment that wasn't done correctly and my multiple trips to brake masters. After the experience I had at brake masters I will never get my vehicle serviced at brake masters again and a in-store credit is very useless to me. I would like the company to treat me with respect and give me a partial refund of 300$.

Business

Response:

Brake Masters stands behind our service and warranties. The service we provided Ms. Obaidi is still in warranty and we would honor that warranty. As a gesture of good-will for any inconvenience that we may have caused the $150.00 in store credit still stands.

Consumer

Response:

I am rejecting this response because: When area manager Mr. [redacted] offered me a $150 cash to take down my yelp review I realized the company only acts for their own best interest. I won't get the in-store credit back in cash because they won't benefit from it since they know I won't take my vehicle back there. Instead they expect me to take my vehicle back to their shop where I was rudly asked to leave and told to not go back, where I was treated poorly, where my car didn't get fixed the first time around. Unfortunately I don't trust this company and will never ever take my vehicle back to break masters. Why wont the company simply give me the $150 back as a partial refund? The answer is obvious. Because I, the customer will benefit from it. The company doesn't care about the satisfaction of their customer. Very sad but the truth about break masters.

Review: Purchased brakes and turned rotors. Parking brake damaged during repair. New parking brake and rotors required. Reimbursement denied.

On 3/21/2012, I requested a brake inspection from Brake Masters due to brake noise, the mileage on my 2004 Toyota 4 Runner was 57,433 miles. Brake Masters determined that I needed new front brakes, so I purchased Lifetime front brakes and resurfaced the rotors. It took Brake Masters two days to complete this task.

I returned the next day on 3/23/2012, complaining of pulsation in the brakes and requested another inspection. My mileage was 57,443 miles, only 10 miles later. I was told the rear rotors were warped. Why this was not detected on 3/21/2012 during my initial inspection was never explained to me. I purchased Lifetime rear brakes and resurfaced rotors. All work for the front and rear brakes, and resurfacing all rotors was done for $276.26. Finally, the shop assured me the brakes were working as designed and there were no more issues. I noted my next brake inspection was not due until 82,443 miles.

Months passed and I drove the vehicle only intermittently. I decided to take the vehicle on an extended road trip and during this time, myself and passengers noticed a pulsation and noise emanating on the passenger side in the rear. When I returned from vacation, I took the vehicle back to Brake Masters on 9/23/2013. The vehicle had 69,414 miles. I again, requested a brake inspection citing pulsation. My next brake inspection wasn't due for another 13,000 miles.

I was advised the front rotors were warped and given the reason that it was because the front and rear struts and shocks were leaking and had gone bad. Brake Masters recommended new front brakes, new front rotors, and new struts and shocks. The front brakes and front rotors turned by Brake Masters had less than 12,000 miles on them, so I found their recommendation quite surprising. A quote was prepared to replace the front brakes, front rotors, the struts, and the shocks for $1,2013.15. I declined the service, as I suspected the struts and shocks were fine and in working order.

On 10/6/2013, I took my vehicle to [redacted] for an inspection. My mileage was 69,570. I told [redacted] the brakes were pulsating. [redacted] inspected the brakes and determined that front and rear rotors needed replacement and the parking brake was damaged and needed replacement also. They showed me the damaged parts and explained that a piece used to secure the parking brake had come off and had caused damage to the rotor and parking brake. Why Brake Masters had not noticed this is surprising, as the damage was extensive and glaring, even to a novice.

I asked about the condition of the struts and shocks. They said they were fine and in working order. I found that strange, as Brake Masters had said they were shot and needed replacement and were damaging the rotors. Firestone replaced all the rotors and installed a new parking brake. Total cost $810.41. I drove the vehicle for 1 week to ensure the brakes were working properly and the pulsation and noises were gone.

Once I was convinced the brakes were working properly, I contacted Brake Masters Headquarters in Tucson, AZ requesting reimbursement for the new rotors and parking brake for a total of $810.41. I told Brake Masters they failed to properly identify issues during the many inspections and that they damaged the parking brake while repairing the brake system. I also believe they failed to notify me of the damage, which in turn prevented proper repair of the damage. An extremely dangerous situation.

I was referred to [redacted], the Sacramento & River Cities Area Manager for Brake Masters. On November 1, 2013 I met with Mr. [redacted], regarding my complaint. He inspected my vehicle and the original brake parts that were replaced. [redacted] notified me later that after looking into my issue, Brake Masters accepted no responsibility for the damage or repairs to my brake system, and they would not reimburse me for anything. Not one red cent.

"An Honest Brake" Brake Masters is not.Desired Settlement: Reimbursement of $810.41 to repair the parking brake and replace the rotors. The parking brake was damaged during the repair Brake Masters mad. The damage was not reported. Brake Masters did improper and sloppy inspections.

Brake Masters states that it is their policy to correct any deficiencies that have occurred in repairing and/or servicing a customer's vehicle. As such I request the following broken down as follows:

$9.99 Inspection

$235.98 Front Disc Brake Rotors

$100 Labor Brake Rotors Front

$100 Labor Brake Rotors Rear

$193.98 Rear Disc Brake

$129.99 Parking Brake Shoes

$49.99 Hardware Kit

-$55.00 Discounts

$45.48 8% Tax

Business

Response:

Initial Business Response

Date: November 26, 2013

CUSTOMER NAME: [redacted]

Revdex.com CASE #: XXXXXXXX

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'(r) policy to correct any deficiencies that have occurred in repairing and/or servicing a customer's vehicle. Furthermore, Brake Masters'(r) 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 refund from Brake Masters is to be given.

Ms. [redacted] has met with our Area Manger and under the Life Time Warranty any work completed by another business or shops voids our warranty. When Ms. [redacted] was in our location she declined our services and went to anther shop. They made recommendations as well, and Ms. [redacted] agreed to have them provide those services voiding any warranty that she had with Brake Masters. Upon those finding we declined to issue any refund.

Sincerely,

[redacted] A. [redacted]

Customer Service Manager

Consumer Response

Brake Masters of Sacramento, Inc. negotiated a refund in the amount of $600.00.

Review: [redacted], the manager of the Roseville Brake Masters store #219 verbally attacked the female employee at the register and had a very aggressive demeanor. I stepped in to defend her and he attacked me and began yelling at me and my daughter. It appeared we were witnessing a nervous breakdown. He was attacking everyone, threatening to send multiple employees home while still threatening to have me thrown in jail and have me kicked off their property. I told him to take this outside because he had no regard whatsoever for my daughter or his own female employee and what they were seeing or hearing. He called the police on me saying that I was threatening him and I find it hard to believe that he felt threatened since he was doing all of the threatening. I spoke to the police Officer and explained to him what actually had happened. Several of his own employees in the garage were apologizing to me for [redacted]s behavior. Honestly I've never seen behavior like this coming from a manager. Frankly, I've never been treated like this way either, especially in a business that I was about to give $418.00 for work done that I now have to question its quality.Desired Settlement: I want the work done on my car to be re-examined by a different store and I want my $418.00 back. I will never do business there again. My Daughter, who was the customer of the brake service, should receive all the money in the above mentioned refund.

Business

Response:

Customer spoke to Area Manager and was offered a store credit.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.