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Brakes Plus Reviews (170)

On 4-06-17 [redacted] came in the store in [redacted] on [redacted] for an alignment for his [redacted] with 103,385 miles on it. He agreed to replace the rear control arms (which have a lifetime warranty) and the Front Camber Bolts which have a 3 month/3000 mile warranty on...

them. The Labor warranty is 3 months/3,000 miles and applies to the original customer. He did receive an invoice for the work done and wanted to know from the manager the cost of the parts that Brakes plus pays for the parts. We do not give the parts cost to our customers. His receipt is his warranty and it is in our POS system of our 73 stores if there is a part that fails. On April 13th we credited the $7 for the alignment coupon that he did not bring in at the time of the alignment. I talked with Ed as well and explained the warranty as I have above and he persisted that he wanted to know our cost of the parts and proof that there is a warranty. I attempted to help him by giving him another copy of his invoice to no avail.   Here at brakes plus we work real hard to take care of our customers by communicating to the them their options of what can be done which includes free no obligation to purchase anything. In each case we work with the customer to attempt to help them to turn their problem into a resolution. Ed says we won’t honor the lifetime warranty on the parts but there is nothing wrong with these parts. If he thinks a part has failed then we would be more than happy to look at the vehicle. We do honor all of our lifetime warranties and will not refund him anything.                     Thank you                 [redacted]  [redacted]
                [redacted]

Complaint: [redacted]
I am rejecting this response because:Hi Natasha I already took my car to [redacted] and they already...

started the services is it possible that I can have Brakes Plus pay them directly to get my door fixed? One of the employees called me and I told him that [redacted] already started the services. I shouldn't have to pay for any of that because the door knob was fine before I took it to Brakes Plus. If you can talk to them and see if they can compensate [redacted] I would greatly appreciate that much so. Kindly [redacted]
Sincerely,
[redacted]

The customer prepaid for coolant reservoir to be special ordered. Customer called back weeks later and decided he didn't want it.  The manager sent in a customer refund request form and the customer should receive his check within one week without a restocking fee.

I met with [redacted] today 7/22/2016 to inspect the repairs to gain a better understanding of her complaint. Brakes Plus and [redacted] came to a desired resolution.

We attempted to diagnosis this issue for the customer several times . The issue again was we were never able to hear the noise the customer was complaining about. It was a intermittent noise concern that was very hard to duplicate. We even warrantied out the axles and their right front upper control arm for customer satisfaction at no charge trying to resolve this issue. This is the first notice we have received that the noise is still there. The customer called us in February to see if we would replace the REAR lower control arm bushings because they were making noise. We never replaced these parts for the customer. We paid the dealership to diagnosis and fix the noise in the FRONT in December of 2015. The customer is under the impression that just because we replaced a couple of their suspension components that we are responsible for their entire suspension system. There is still quite a bit more rubber bushings and other suspension components in the front that could be causing this noise which we have never replaced before. The customer should return to the dealership to have them re-diagnosis what we have already paid for.  The customer still should replace his lower control arm bushings in the REAR to remedy the noise in the REAR. We replaced only the upper control arms in the rear. The components we replaced only carry a six month warranty for labor. They are out of warranty at this time as far as  the labor is concerned. The Struts, axles, and the control arms carry a lifetime warranty on the parts only. If the customer does not want to return they are more than welcome to bring in these parts if they fail and we will warranty them out for the customer.

We are  refunding $225 for the labor on the parts Plus $50 for the charge again when it should have been a credit for the flush. She also went to the dealer to confirm the rear differential bushings are bad. We said they were and the dealer said they were not. For customer satisfaction reasons...

we are refunding $275.   Ron M[redacted]Regional Manager Brakes Plus

Initial Business Response /* (1000, 6, 2015/08/10) */
I am sorry that your experience with Brakes Plus was not up to you or your brother's standards. I will be more than happy to refund the $37.50 you had to spend due to the bolt breaking when we were installing the oxygen sensor. If you can...

contact me and let me know who and were you would like the check made out to and mailed to, I will get this handled this week. Thank you.

I would like to apologize for the inconvenience of this situation.  I was able to speak with the store manager in detail, I had him write a quick summary that I will include with...

this response- "Vehicle came in on Feb. 2nd with rear end noise. Had a bad rear axle bearing and was leaking from rear pinion seal. Rear seal was damaged due excessive play in the rear diff yoke. Replaced yoke and axle seal and test drove with no more noise. Customer returned a month later on the 22nd of March with a noise they stated that had come back two weeks prior. Upon further inspection the rear diff carrier bearings where making noise and damaged. So we replaced those on the second visit. Now looking at the bigger picture with the play in the diff yoke and the noise from the rear end we should have rebuilt the entire rear end" After reviewing the information and gaining a better understanding of the condition of the Jeep on the first visit, I believe that the repairs on the first visit ($636.34) were correct and warranted.  While the carrier bearings were visibly damaged at the time of the second visit, we should have recommended doing more than just the bearings as now we know that more work was needed.  With that being said, I would be happy to refund the entire amount paid on 3-22-16 of $322.82. Again, the bearing were needed, but more work should've been recommended and for that, I do apologize.  Please respond to this and confirm your address so I can submit the paperwork and get a check in the mail for you.

I have read the complaint and am respectfully declining to replace the customers car along with a refund for repairs made. This vehicle had multiple issues and customer was told that the obvious issues needed to be resolved before we could tell if any other damage was done as a result of original...

overheating issue.  Customer was told on multiple occasions that there were numerous issues and possibility for further damage.  Upon my conversation with the customer, it appeared that she just didn't understand what we were trying to tell her when we explained that there were more issues and that there could be internal damage.  This is why I offered to refund her $500 (which was well over half of what was paid), it was an attempt to resolve this in a fair manner.

Complaint: [redacted]
I am rejecting this response because:The business did not address our concerns.  We were not focusing on the charges but the work that was completed.  We feel that much of the work was unnecessary So it is irrelevant that other quotes were given from other companies.  It should have never gotten to this point. I do not agree with a business such as this to go "searching" for other problems or concerns in a vehicle.  This is just a way to increase their sales.  If I come in for an oil change, just give me an oil change.  Do not look at the control arms or my brakes (evaluation was completed without taking off the tired to get a true reading of the brakes). We also had other quotes completes who were familiar with the [redacted] and did not believe in such a newer car that these would need to be replaced.  As well, the Serpentine Belt was making noises but why were we charged for having the Oil Trap repaired? This was completed without notifying us until after we picked up the vehicle. The final straw was the [redacted] coming in for an oil change and the back brakes were reported to be at 3mm. Once again I was not asked for my brakes to be checked.  My brakes had been just replaced in April 2016 so I knew this was inaccurate and threw red flags in my face.  In the response by the company they admit that my brakes were evaluated at 3-4mm and needed to be replaced immediately.  It was the language of urgency that this company uses that I DO NOT appreciate.  When the [redacted]'s oil change occurred in November 2016, they suddenly DEEMED the car unsafe. Similar to when they reported my brakes needing to be replaced....You have to come in immediately.  It is unsafe.  If you don't come in soon, it will cause further damage and we will then have to replace the rotors as well.  It will just cost you more money. This is acceptable language and demeaning to customers, especially to us knowing very well brakes were not needed. Just to make sure I was safe, I had another opinion on my brakes from a different company, who took the tires off for a thorough evaluation, where they were at 7mm. This is accurate reading given the recent change in brakes a few months prior. Too many issues and disrespectful acts from this company to continue and service with them in the future.
Sincerely,
[redacted]

After reviewing messages -I contacted [redacted] (Monday). I explained to her that I would be happy to have her vehicle towed back to our Frisco location or any Brakes Plus location to determine the cause of her no start issue. She explained that she was on her way out of town and would not return...

before Wednesday. I explained that this would be a perfect time to inspect the vehicle and see if we could have it repaired prior to her return. She declined saying she would contact me directly when she got back to work out where she wanted to have the vehicle inspected. I made certain she had my direct phone number, but have not heard anything from her.                                      ... [redacted]

Complaint: [redacted]
I am rejecting this response because: On August 8, 2017 my vehicle would not start.  I suspected a bad battery or starter.  Since I did not have another means of transportation I had vehicle towed to Brakes Plus, which was a mistake; otherwise, I would have taken the battery to an auto part store for a test and replacement and go from there.  I am familiar with electrical and mechanical parts of the vehicles.  I have done just about any type of repairs myself in the past.I tested battery with voltmeter and it read 10 volts.  I attempted a few more starts and tested the battery again it read 8 volts.  Prior to vehicle not starting I had no indication that water pump was leaking or bad.  I had not noticed any water leak, noise or high temperature.  There is no relation between a bad battery and a bad water pump. Just because battery was bad it does not mean water pump went bad or leaking at the same time.I informed the Service Manager that I did not believe the water pump was leaking.  He could only show me a dried antifreeze splattered in front of the engine and no moisture or condensation.  That was not an indication that water pump was bad or leaking.  Besides, if the water pump was leaking then why the leak was not repaired and entire pump was replaced?I was offered a future credit for repair work, which was not acceptable to me.  How would I redeem the credit if I do not go to Brakes Plus again?I do not see any point in meeting with Brakes Plus staff again.  My only conversation with [redacted] was cut short by him.  Besides, I am an honest and no nonsense person.  I do not enjoy talking to people that are not totally upfront.    
Sincerely,
[redacted]

[redacted], I would like to talk to you about your experience. I left you a message last week with no response. I can be reached at [redacted] ask for Josh. Here is a copy of your invoice.

Revdex.com:
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,
[redacted]

Revdex.com:
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,
[redacted]

Brakes Plus performs free estimates and contacts customers and discusses price before any work is completed.  In this case, there was a conversation with the customer in regards to recommended work, and adjustments were made when work was recommended (rotor replacement was recommended and...

declined by customer).  While the final price was discussed during original conversation, and an additional discount was given at time of completion by store manager, I would be willing to offer an additional refund of $50.

Revdex.com:
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,
[redacted]

Today(9-6-16) [redacted] Mom is out [redacted] picketing the store. I stopped by to talk to her. She told me that her son bought the car for $900 and it did not run when it was towed to us. She says that we should have replaced all of the hoses because they believed that was the problem and her son could not do it. We are in the business of diagnosing customers problems on their vehicle and correcting them so why would we replace all of the hoses or all of the belts or etc. when there was nothing w[redacted]g with them? This vehicle was just purchased a week ago with 150,000 plus miles on it and the customer does not know the history on the vehicle. There are many suggestions that the manufacturer can suggest however the vehicle came in for a need and we corrected that issue. There is no way of knowing what can happen to any vehicle in the future.   I offered her a goodwill gesture. I offered her the money that [redacted] paid which was $1009 for the secondary water pump.  She declined that saying that we should have put all of those hoses on his vehicle.   There was no negligence or no part failure on Brakes Plus and she declined our good will offer so we will Not refund any money to her or her son   Sincerely, [redacted] Regional Manager Brakes Plus

The biggest issue we had was we could not duplicate the noise the customer was complaining about. We sent the vehicle to our stores on a couple instances. The technicians only heard the noise once at which time we warrantied out the axles. Never heard the noise again. I myself went with the customer...

on a test drive for a lengthy period of time and never heard any abnormal noise. Customer was still complaining about noise in the front end so we paid the dealership to diagnosis what was causing the issue. They did find a that the  of strut bump stops were installed incorrectly and we paid them to install them correctly. At this time the customer was hearing noise in the back of the vehicle and we also paid to have them check that out as well. They found rear lower control arm bushings that were causing noise. We did not replace these bushing when we serviced the vehicle in July. Customer was informed that they would need to replace these bushings to remedy the noise in the back of the vehicle. Customer declined to have this done. The coolant that was used in the customer car was a clear coolant that we use to service thousands of vehicles a year. The customer stated that we used the wrong type of coolant in their vehicle based on the color alone, which is the incorrect way of deciding this. The difference is in the chemical composition of the coolant , not the color. The customer stated that it was water and not coolant. In order to verify this one would need to use a refractometer to discover this which they did not. At this time we feel that we did everything within reason to fix the issue with this vehicle and paid a third party to diagnosis and fix what they have found. We do not feel that we owe any monies to the customer.

Complaint: [redacted]
I am rejecting this response because:  I took a picture with my cellular telephone and it shows that the third connection from the left’s plastic cover is not completely underneath the metal clamp.  Also when I start my vehicle , I can smell fuel inside of my car and when I accelerate, my vehicle makes a loud noise, similar to that of a motorcycle before it shifts into gear.  My vehicle did not make that noise before Brakes Plus replaced the manifold gaskets and thermostat.  Also, one main reason, that I have not taken my vehicle back to Brakes Plus on [redacted] or any other location, is that before the [redacted] location, completed the work of front brakes and rotors on September 19, 2016, I had taken my vehicle to their location on [redacted] and [redacted] and was told that my front brakes did not need replacing.  I believe that Brakes Plus, regardless of their location, takes advantage of women by charging for work that does not need to be done and over charging for necessary repairs which in my case, was not properly done. As I had previously indicated, my car was smoking after the work was done on November, 17,2016.  Brakes Plus has not addressed why my vehicle was smoking and had to be hosed down, if the work was done completely.  Also, Brakes Plus has not addressed my concern with the amount of coolant that I was charged for (3 units @ $10.99 each) plus $30 for a coolant exchange when they claimed that there was no coolant in the compartments, nor has Brakes Plus addressed my concern with the total cost of labor ($517.50 in which I was billed $220. to replace the thermostat and $297.50 for the manifold gasket replacement).  When I enquired after 12 pm, as to the repair status, I was told that they were waiting for the manifold seals to arrive by delivery.  This is an indication that I was being billed for labor hours when they didn't have the part.   Had I not had my fluids topped off during an oil change on December 2, 2016, I believe that my vehicle would have suffered further damage.  Attached is a copy of a picture of my  manifold underneath the hood, and its shows that it was not properly done causing gas fumes to enter the driver compartment.
Sincerely,
[redacted]

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Address: 3190 Garfield Ave, Loveland, Colorado, United States, 80538-2215

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