Brake Masters of Ventura

Mr [redacted] came in on 1/28/for a brake inspectionAfter inspection Mr [redacted] was informed and shown all the repairs his vehicle neededAfter careful explanation of all repairs needed to be done and careful explanation and brake down of all the costs that he would incur he agreed to have some of the repairs doneOnce again he was given an exact brake down of all the cost for parts and labor verbally and in an written estimateAfter his careful review he agreed and signed the written estimate and left the vehicle to be worked onAs a courtesy Brake Masters offered him a rental vehicle for his convenience at our expense since he was having repairs doneMid way through the start of the job Mr [redacted] contacted Brake Masters and said that he had changed his mind and did not want any work done by Brake Masters that he had his own personal mechanic he wanted to take the vehicle to because he was going to do the same job at a lesser priceHe was told by Alex the general manager that it was no problem to go ahead and come on back and pick up his vehicle and return the rental he had, and get his refund which Mr [redacted] agreed tooFor whatever circumstances Mr [redacted] was not able to return tell the following day to pick up his vehicleUpon his arrival on 1/29/he was greeted by Alex again and was asked for the credit card he had used the day before so he can be refundedMr [redacted] instead tried to justify why he was taking his vehicle else where, but he was immediately told that there was no explanation needed that as long as his happy all we would like is to be able to earn his business in the near featureAt the time of refund Alex by mistake made a charge for the original amount instead of a refund which was done unintentionallyMr [redacted] was informed immediately of the mistake and immediately given two separate refunds in the amount of $He was given receipts for all the charges that were made and refunds that were madeAfter his careful review he signed all necessary paper work and was very happy upon his departureThe only thing that he was responsible for was the fee for the rental car that he was provided with and kept over nightOnce again Mr [redacted] left very satisfied with no complaints and even in the mist of all this ended up getting a quote for his other vehicle and was surprised how much less it was than his mechanic had told him and said he would be back next week with the other vehicleMr [redacted] was not charged even a penny for any work and labor that Brake Masters had incurred during this process and on top of it was given a full refund with no questions askedIt is true that by mistake he was charged a second time which was just a human error, but it was refunded to him immediately and was explained of exactly how and why that happenedIf Mr [redacted] had any unresolved issues it would have been kind of him to contact Brake Masters and see if he was able to have the issue resolved with the same courtesy he was given when he changed his mind and no questions were asked of him and was given his refundIf Mr [redacted] has any further issues please have him contact Alex or Moe @###-###-#### to see how we can resolve any further mattersThank you in advance for your attention in this matter

Revdex.com: I have reviewed the offer 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 [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] There are numerous statements from Browns European Imports (BEI)Firstly, I never drove my part of the way thereI paid to have it towed the entire waySecondly, there was only one light on the dash that was litThat being the check engine lightBEI stated multiple lights which is incorrectThirdly, BEI never said the repairs I agree to were only a starting point, they informed me the repairs would have my car working againWhen asking the service manager on multiple occasions why I wasn't told the transmission was faulty from the beginning he avoided the questionThat is because if the transmission needed to be replaced from the start, it would have shown in the diagnosis they performed however it did notThe repairs were not done properly which caused my transmission to become ruinedThe repairs they conducted are very tedious and need to be done perfectly otherwise one little mistake can cause a big one such as the entire transmission failingI have reason to believe BEI made a mistake during the repairs and are trying to justify it now by simply saying my transmission is bad as a cover upHowever, I have multiple mechanics that diagnosed and drove the car prior to having it towed to BEI for the service that can testify the transmission shifted smooth before BEI worked on it It makes absolutely no sense the car would drive worse after the repairsIt is one thing if the repairs didn't change anything, but it made things WORSEThis is a crimeI trusted professionals with my car, yet they made my car not drivableAdditionally, my car did not have a new conductor plate installed, so the tech working there, should not be working there because all that needs to be done is check the serial number on the conductor plate to see its the same one the car has always hadThat was a flat out lie from BEIThe only work done to my car prior to taking it to BEI was a few OBDII scans and a transmission drainI never had my conductor plate changed or my transmission flushed or worked on for that matterSo that information they provided is as wellLastly, my friend never worked on my car and I never said he didI simply asked his advice for why the transmission might be slipping and he told me the valve body that was installed might be faulty or was not programmed right causing the valves to not open up properly which could lead to the slippageI then informed BEI of my friend's input and that was thatAgain, BEI has made many claims on the matter at hand which raises great speculation about the situationIf BEI is not willing to replace my transmission free of charge, the least they can do is not expect payment for the initial repairs from me as well as have my car towed back to my home

In response to Mr [redacted] complain he might want to get his facts straight before putting it in writing because the manager of Ace auto repair informed us that he never said such thing that Mr [redacted] was told from their experience there should have been more dust and dirt along the brake caliper than shown and that if Brake Masters had taken the caliper off that explains why there isn't as much dust or dirt on themHe also mentioned to Moe (General Manager for brake Masters)that they never said anything about Brake Masters damaging anything on the vehicle but they did tell Mr [redacted] that his rotors were damaged because the brake pads had gone all the way down to metal and had damaged the rotorsI don't understand where any of Mr [redacted] 's complain is coming fromYes there was an error on charging his card twice but he was informed of it immediately and was refunded immediately once again if Mr [redacted] has any problems he can direct them directly to Moe the General Manager so that it may be resolvedThank you for your attention in this matter

Brown European Imports
Richmond Rd
Charlottesville, Va
August 27,
On August 17th, 2014, *** *** *** contacted our dealership inquiring about repairs to his *** *** ***He
stated that his vehicle was having difficulty shifting; several lights were on in his dash including “Check Engine”He then stated that his vehicle was in what he thought was “Limp Home Mode” which is a safety
feature *** puts in place when there is a serious issue with a major component such as the engine or transmissionThe customer was given the
opportunity to have his vehicle towed to our dealership in *** **by Roadside Assistance as he lives in *** *** The customer declined because
he would have to pay for the towand elected to drive his vehicle part of the way and then have a friend tow it the rest of the wayHis vehicle indeed was
in “Limp Home Mode” when it arrived at our location
Once we had the opportunity to diagnose the vehicle, we were able to duplicate the customers concernWe did find that there was no can message from the ECT/Control faultNo communication with transmission control module possibleWe found there was an internal failure at the least with the trans control moduleTech also found
that the transmission had a new conductor plate installed from another shop that was never indicated to us by the customerTransfluid was dark and had a
very burnt smellWe dropped the transmission pan where we found lots of clutch material as well as fine metal shavingsThe diagnosis was given to the service
advisor and documentedAdvisor was told that we could replace the trans control module and valve body as well as cleaning and flushing the transmission
as a “starting point” but that the transmission would most likely need to be replacedThe customer stated that he had a friend that had done some work to the vehicle prior to sending the vehicle to us. His “friend” told him that the transmission just needed a “download” and an “updated transmission pan with tube o-ring”! The transmission in his vehicle needs no such thing nor would any type of software update help his transmissionThe advisor told the customer the price for doing the “starting point” work
($1654.85) and the customer balkedHe then argued the diagnosis, stated that he was going to call***We gave him the number and our dealer code
I received a phone call the next day from *** *** from *** stating that she had received a complaint about pricing for work needed and wanted to know about the vehicleAfter a short explanation, I then offered a 10% discount off of his total bill making his bill $He approved that offer and we proceeded with repairs
We completed the replacement of the transmission control module as well as the transmission valve bodyThe vehicle seemed to respond well to these repairs but technician still felt abit of a slip between first and second gear*** *** was made aware of the repair and findings upon his arrivalWhile paying his bill, the advisor went to pull the car up for the customer, it would not moveOnce we made the customer aware of this issue he became irateWe explained to him that this could happen and that
he was made aware that this repair was a “starting point”. We refunded the customers money and he elected to leave the vehicle for further diagnosisWe drained the fluid and dropped the transmission pan where we now found larger chunks of metalIt was now conclusive that the transmission was indeed faulty and needed to be replacedKnowing that the customer was on a strict budget, I found the customer a used transmission with 39k miles on it with a day warrantyThe total for the replacement would be $Once again, the customer became irate with the diagnosisThen insisted that I speak with his mother whom also was irateUnfortunately the vehicle was worked on at another shop with an already present problemI am very willing to work with the customer as much as I can but there is only one repair that’s going to fix his car at this point
*** ** ***
Brown European Imports
*** * *** ***
*** ***
***
***

Mr. [redacted] came in on 1/28/2014 for a brake inspection. After inspection Mr. [redacted] was informed and shown all the repairs his vehicle needed. After careful explanation of all repairs needed to be done and careful explanation and brake down of all the costs that he would incur he agreed to...

have some of the repairs done. Once again he was given an exact brake down of all the cost for parts and labor verbally and in an written estimate. After his careful review he agreed and signed the written estimate and left the vehicle to be worked on. As a courtesy Brake Masters offered him a rental vehicle for his convenience at our expense since he was having repairs done. Mid way through the start of the job Mr. [redacted] contacted Brake Masters and said that he had changed his mind and did not want any work done by Brake Masters that he had his own personal mechanic he wanted to take the vehicle to because he was going to do the same job at a lesser price. He was told by Alex the general manager that it was no problem to go ahead and come on back and pick up his vehicle and return the rental he had, and get his refund which Mr. [redacted] agreed too. For whatever circumstances Mr. [redacted] was not able to return tell the following day to pick up his vehicle. Upon his arrival on 1/29/2014 he was greeted by Alex again and was asked for the credit card he had used the day before so he can be refunded. Mr. [redacted] instead tried to justify why he was taking his vehicle else where, but he was immediately told that there was no explanation needed that as long as his happy all we would like is to be able to earn his business in the near feature. At the time of refund Alex by mistake made a charge for the original amount instead of a refund which was done unintentionally. Mr. [redacted] was informed immediately of the mistake and immediately given two separate refunds in the amount of $764.83. He was given receipts for all the charges that were made and refunds that were made. After his careful review he signed all necessary paper work and was very happy upon his departure. The only thing that he was responsible for was the fee for the rental car that he was provided with and kept over night. Once again Mr. [redacted] left very satisfied with no complaints and even in the mist of all this ended up getting a quote for his other vehicle and was surprised how much less it was than his mechanic had told him and said he would be back next week with the other vehicle. Mr. [redacted] was not charged even a penny for any work and labor that Brake Masters had incurred during this process and on top of it was given a full refund with no questions asked. It is true that by mistake he was charged a second time which was just a human error, but it was refunded to him immediately and was explained of exactly how and why that happened. If Mr. [redacted] had any unresolved issues it would have been kind of him to contact Brake Masters and see if he was able to have the issue resolved with the same courtesy he was given when he changed his mind and no questions were asked of him and was given his refund. If Mr. [redacted] has any further issues please have him contact Alex or Moe @###-###-#### to see how we can resolve any further matters. Thank you in advance for your attention in this matter.

Complaint: 9905943
I am rejecting this response because:
Brake Masters needs to get their stories straight because the guy who worked on my car, E[redacted]'s son said Brake Masters damaged the roters purposely and removed the springs purposely to get more money, E[redacted]'s son said he had to replace the springs himself. And E[redacted]'s son also said exact words "Brake Masters said my roters were damaged just to get more service and more money, when the roters were fine all along, I hate when companies like this do stuff like this, it gives us mechanics a bad name".  Exact quote from E[redacted]'s son.   Ace auto is a father and son Asian family. 
Brake Masters is trying to turn my words and Ace auto repair's words around
Regards,
[redacted]

Revdex.com:
I have reviewed the offer 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
There are numerous false statements from Browns European Imports (BEI). Firstly, I never drove my part of the way there. I paid to have it towed the entire way. Secondly, there was only one light on the dash that was lit. That being the check engine light. BEI stated multiple lights which is incorrect. Thirdly, BEI never said the repairs I agree to were only a starting point, they informed me the repairs would have my car working again. When asking the service manager on multiple occasions why I wasn't told the transmission was faulty from the beginning he avoided the question. That is because if the transmission needed to be replaced from the start, it would have shown in the diagnosis they performed however it did not. The repairs were not done properly which caused my transmission to become ruined. The repairs they conducted are very tedious and need to be done perfectly otherwise one little mistake can cause a big one such as the entire transmission failing. I have reason to believe BEI made a mistake during the repairs and are trying to justify it now by simply saying my transmission is bad as a cover up. However, I have multiple mechanics that diagnosed and drove the car prior to having it towed to BEI for the service that can testify the transmission shifted smooth before BEI worked on it.  It makes absolutely no sense the car would drive worse after the repairs. It is one thing if the repairs didn't change anything, but it made things WORSE. This is a crime. I trusted professionals with my car, yet they made my car not drivable. Additionally, my car did not have a new conductor plate installed, so the tech working there, should not be working there because all that needs to be done is check the serial number on the conductor plate to see its the same one the car has always had. That was a flat out lie from BEI. The only work done to my car prior to taking it to BEI was a few OBDII scans and a transmission drain. I never had my conductor plate changed or my transmission flushed or worked on for that matter. So that information they provided is false as well. Lastly, my friend never worked on my car and I never said he did. I simply asked his advice for why the transmission might be slipping and he told me the valve body that was installed might be faulty or was not programmed right causing the valves to not open up properly which could lead to the slippage. I then informed BEI of my friend's input and that was that. Again, BEI has made many false claims on the matter at hand which raises great speculation about the situation. If BEI is not willing to replace my transmission free of charge, the least they can do is not expect payment for the initial repairs from me as well as have my car towed back to my home.

In response to Mr. [redacted] complain he might want to get his facts straight before putting it in writing because the manager of Ace auto repair informed us that he never said such thing that Mr. [redacted] was told from their experience there should have been more dust and dirt along the brake caliper than shown and that if Brake Masters had taken the caliper off that explains why there isn't as much dust or dirt on them. He also mentioned to Moe (General Manager for brake Masters)that they never said anything about Brake Masters damaging anything on the vehicle but they did tell Mr. [redacted] that his rotors were damaged because the brake pads had gone all the way down to metal and had damaged the rotors. I don't understand where any of Mr. [redacted]'s complain is coming from. Yes there was an error on charging his card twice but he was informed of it immediately and was refunded immediately once again if Mr. [redacted] has any problems he can direct them directly to Moe the General Manager so that it may be resolved. Thank you for your attention in this matter.

Review: On December 21, 2013 I purchased a $75.00 'verbal' gift card from Brake Masters(I don't understand why the manager wrote it up as a Yelp coupon, except that they didn't have actual gift cards). I used $47.95 that day and I had $27.05 left. The manager was kind and wrote up a free oil change worth $29.90 to be used at a later time. He wrote this on the back of his business card. On September 8, 2015 I came into this same Brake Masters to redeem my oil change. I have had many health issues and many surgeries over the last 2 years and have not been able to come in sooner. The person behind the counter, Eric Linder, was immediately defensive. In a sarcastic voice he told me that the previous manager had been fired and he wasn't going to honor any 'coupon' of his. I explained that this was not a 'coupon', but a 'gift card', money that I had put into the company already. Eric said "he didn't get the money" so NO, he was not giving me anything for FREE!! I asked to speak the the owner. He said he was, but I could tell he was not. He said he would take my name and number and pass it on. I asked if I could have the name and number of who he was going to pass it on to and he refused to give me that information. He said I had a phone and I could look it up online. He wasn't going to give me that for free either. He was very rude. I continued to ask for the real owners name. I have the card that says I am entitled to a oil change worth $29.90. That is all I want.Desired Settlement: I have proof that I am entitled to a basic oil change. That is all I want. I am not asking for anything that I haven't already paid for.

Review: I arrived at Brake Masters hoping to get my Brakes done, the Manager Alex overcharged us, because I found a different mechanic who does the same kind of work for $200-$300 less, I went back to request a refund and go elsewhere with the repair, Alex said he would give the refund and instead he charges the $796 an additional time without even telling us, so instead of charging $796 and giving back our refund since we decided not to get the work done there, he pretty much double charged us and not gave us any service.Desired Settlement: I just want a refund correctly, I want the entire $1592 back, it's not fair that he gets the money for not even giving us service

Business

Response:

Mr. [redacted] came in on 1/28/2014 for a brake inspection. After inspection Mr. [redacted] was informed and shown all the repairs his vehicle needed. After careful explanation of all repairs needed to be done and careful explanation and brake down of all the costs that he would incur he agreed to have some of the repairs done. Once again he was given an exact brake down of all the cost for parts and labor verbally and in an written estimate. After his careful review he agreed and signed the written estimate and left the vehicle to be worked on. As a courtesy Brake Masters offered him a rental vehicle for his convenience at our expense since he was having repairs done. Mid way through the start of the job Mr. [redacted] contacted Brake Masters and said that he had changed his mind and did not want any work done by Brake Masters that he had his own personal mechanic he wanted to take the vehicle to because he was going to do the same job at a lesser price. He was told by Alex the general manager that it was no problem to go ahead and come on back and pick up his vehicle and return the rental he had, and get his refund which Mr. [redacted] agreed too. For whatever circumstances Mr. [redacted] was not able to return tell the following day to pick up his vehicle. Upon his arrival on 1/29/2014 he was greeted by Alex again and was asked for the credit card he had used the day before so he can be refunded. Mr. [redacted] instead tried to justify why he was taking his vehicle else where, but he was immediately told that there was no explanation needed that as long as his happy all we would like is to be able to earn his business in the near feature. At the time of refund Alex by mistake made a charge for the original amount instead of a refund which was done unintentionally. Mr. [redacted] was informed immediately of the mistake and immediately given two separate refunds in the amount of $764.83. He was given receipts for all the charges that were made and refunds that were made. After his careful review he signed all necessary paper work and was very happy upon his departure. The only thing that he was responsible for was the fee for the rental car that he was provided with and kept over night. Once again Mr. [redacted] left very satisfied with no complaints and even in the mist of all this ended up getting a quote for his other vehicle and was surprised how much less it was than his mechanic had told him and said he would be back next week with the other vehicle. Mr. [redacted] was not charged even a penny for any work and labor that Brake Masters had incurred during this process and on top of it was given a full refund with no questions asked. It is true that by mistake he was charged a second time which was just a human error, but it was refunded to him immediately and was explained of exactly how and why that happened. If Mr. [redacted] had any unresolved issues it would have been kind of him to contact Brake Masters and see if he was able to have the issue resolved with the same courtesy he was given when he changed his mind and no questions were asked of him and was given his refund. If Mr. [redacted] has any further issues please have him contact Alex or Moe @###-###-#### to see how we can resolve any further matters. Thank you in advance for your attention in this matter.

Business

Response:

In response to Mr. [redacted] complain he might want to get his facts straight before putting it in writing because the manager of Ace auto repair informed us that he never said such thing that Mr. [redacted] was told from their experience there should have been more dust and dirt along the brake caliper than shown and that if Brake Masters had taken the caliper off that explains why there isn't as much dust or dirt on them. He also mentioned to Moe (General Manager for brake Masters)that they never said anything about Brake Masters damaging anything on the vehicle but they did tell Mr. [redacted] that his rotors were damaged because the brake pads had gone all the way down to metal and had damaged the rotors. I don't understand where any of Mr. [redacted]'s complain is coming from. Yes there was an error on charging his card twice but he was informed of it immediately and was refunded immediately once again if Mr. [redacted] has any problems he can direct them directly to Moe the General Manager so that it may be resolved. Thank you for your attention in this matter.

Consumer

Response:

Review: 9905943

I am rejecting this response because:

Brake Masters needs to get their stories straight because the guy who worked on my car, E[redacted]'s son said Brake Masters damaged the roters purposely and removed the springs purposely to get more money, E[redacted]'s son said he had to replace the springs himself. And E[redacted]'s son also said exact words "Brake Masters said my roters were damaged just to get more service and more money, when the roters were fine all along, I hate when companies like this do stuff like this, it gives us mechanics a bad name". Exact quote from E[redacted]'s son. Ace auto is a father and son Asian family.

Brake Masters is trying to turn my words and Ace auto repair's words around

Regards,

Review: My Vehicle was taken 5 times to Break Masters to have breaks repaired. I was charged on two separate occasions for the repair and the services were never done. I had to take the vehicle to another repair shop and it was then repaired. I spoke with break masters and gave them copy of my repair and vehicle rental and they have not refunded me my money. Also, the clip to the pin that goes to my break pedal was removed and caused my pedal to be inoperable....I spoke with the owner of the Ventura Break Masters E[redacted] and his only response to me was" that will be hard to prove"! Sincerely. Shawna McGeeDesired Settlement: Refund of all money paid to break masters and refund for rental cars that were paid my me when they had my vehicle.

Review: I had repairs at Brake Masters in February 2014 which amounted to $1300.00. I really could not afford it but the manager said that will include a lifetime front end alignment. I don't recall his name, but I went ahead and had repairs made. So, on October 25th, 2014, I went back to Brake Masters and requested a front end alignment as another mechanic said I needed one as I had purchased new tires. There were two men behind the counter and one of them looked my name up and said we can do that for you without charge. I thought yes you better. They took my car put it up on the rack and one of the men came out to the lobby and said you need a new alternator and we can't give you a free alignment because you had work done somewhere else. I said the free alignment was for the shocks I paid a high price for. Then he said nope can't do it. But we can fix your alternator for $595. There was another man in the lobby and heard everything and said how can they tell you that you have a lifetime front end alignment and then come back and say sorry you should have had basically all repairs done there. I was so mad. I got my car went to another mechanic who replaced my alternator with a brand new one life time guaranty for $280. It was a horrible experience. Oh I forgot, they said they would do the alignment for half price when I was leaving.Desired Settlement: Since I was lied to about the lifetime front end alignment, they should refund what I paid for shocks because that is what I was told that if I bought shocks that would include a lifetime front end alignment or they should honor what they told me. But I never want to go to the Ventura Brake Masters again.