Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:25/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to ***** dealership in October for an oil change which they advised i need a brake change asap ** * ***** ** ** ****** *** ** **** ** ******* **** *** brakes from max brakes *** *** order ** **** as they are cheaper than dealerships. ** ordered them over the phone and gave the individual the vehicle info including vin number. When i went to get them changed at a mechanic not dealership they said i had lots of brakes left and to wait. So i held onto the products until now when i need them to be changed. I took them to a nearby mechanic who now told me the roters were substantially smaller and incorrect in sizing and the pads didnt come with necessary clips. I contacted max brakes who said they cant assist. Horrible cutomer service skills and the rep just hung up

  Business Response

  Date: 25/07/2023

  Good afternoon,
  
  Thank you for bringing this issue to our attention. We understand the frustration this may cause and we are here to assist you in finding a resolution. In order to better understand the situation and provide you with appropriate solutions, we kindly request the following information:
  
  1. VIN Number: Please provide us with the 17-digit vehicle identification number (VIN) of your vehicle. This will allow us to verify whether your vehicle meets the specific requirements mentioned in our listing.
  
  2. Images of the received parts: It would be immensely helpful if you could provide us with images of the parts you received. The images itself must contain numbers that are on the side of the boxes, and can be referenced under tags such as 22** or *******. This will enable us to determine if there was a picking error on our warehouse's part. 
  
  We value your cooperation and look forward to receiving your prompt response. Thank you in advance for your help!

• Initial Complaint

  Date:12/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 7th, 2023 I ordered brake rotors and brake pads from this company *** ****** ********. I received the parts on April 13, 2023. I installed these parts on my car on April 29th. Since installing the rotors and brake pads on my vehicle, which are essential to the safety ** ****** *** ******** ***** the rotors have become defective with rust. The company has acknowledged that this rust on the rotors is not normal. I have been directed by the company numerous ways to return the rotors. Each time the company has a different variation of returning the rotors and different variations of fixing the problem. The company is not taking into account that I can not return the rotors that are currently on the vehicle because they are needed for safe operation of the vehicle. I should not have to purchase additional rotors at my own expense because the company has sent me defective rotors. I requested a refund; the company speaks of various refunds but nothing till I send them the defective rotors that were sent to me. I requested that the company send me new rotors; I was ignored on that request. I have been in communication with the company via email and can provide proof thereof.

  Business Response

  Date: 12/06/2023

  Good afternoon,

  Thank you for contacting us, and we apologize for any inconvenience and frustration you may have experienced. We have reviewed your order, which was placed *** ******, and we understand that you have encountered a rusting issue with our rotors after a month of use. We want to assure you that we take this matter seriously and are committed to addressing your concerns.

  It's important to note that brake pads and rotors are typically made of steel and/or cast iron, which can develop rust when exposed to rust-inducing factors like water, rain, or humid conditions. The extent of rusting can vary depending on the specific usage and environment of each vehicle.
  While we acknowledge that the current condition of the rotors may not meet your aesthetic expectations, we want to emphasize that the performance of the brakes is not affected. However, we understand your dissatisfaction, and our team has made an exception in your case and informed ****** of accepting a return for this product, despite ******** return policy stating that returns are only allowed for unused products. To facilitate the return of this order, we have also provided a prepaid return label so you can send the parts back to us for a full refund. Once we receive the returned parts, our Quality Control team will thoroughly review them to determine the cause of this premature rusting.

  As we stand behind the quality of our product, and we would like to thoroughly address this issue, we have already informed ****** to temporarily de-list the affected listing so our team can investigate whether this issue is an isolated incident or specific to the entire batch of rotors. Unfortunately, we are unable to authorize a replacement due to the reasons mentioned earlier as any replacements can potentially encounter the same issue. We kindly recommend that you uninstall the parts and send them back to us at your earliest convenience. Please refer to our email correspondences for the PDF file containing the prepaid return labels. Should you have any questions or need further assistance, please don't hesitate to contact us. We appreciate your understanding and cooperation.

  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 12/06/2023

  
  
  I am rejecting this response because:
  
  
  I do not have the money to put new rotors on my vehicle to send back the defective rotors. I have explained this to Max Advanced Brakes. There is plenty of correspondence through email explaining my situation.  They haven’t seemed to address that portion of the problem (me having to spend money to replace rotors to send back their defective rotors.  In their response they again address that rotors can rust and reasons for rust.  However they do recognize that my situation-that is- their defective rotors are not normal.  I don’t think asking for replacement rotors being sent to me to replace the defective ones to send back to them is a monumental request.  My money should have already been refunded for their defective product.  Refund or send replacement rotors are very reasonable requests for this situation.  ** **** ** * *** ********** **** *** ** ** ******** **** *** ******** ****** ** **** *** ***** *** **** **************** **** *************** ***** ** ******** ******* ****** ***** ******** ***** *************** ******* ****** ********** **** ** *** **** ******* ********* *** **** ** ******* ** ******* ****** *******  WHY DO I HAVE TO BE INCONVENIENCED WITH TIME AND MONEY BECAUSE OF THEIR DEFECTIVE PRODUCT? Again, this company is requesting me to send back the rotors, but they are not taking into account that I must put new rotors on my vehicle. That requires money I do not have.  That is why I am requesting immediate refund or replacement rotors sent to me as soon as possible.

  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 13/06/2023

  Thank you for your prompt response regarding this complaint. After thoroughly reviewing the message correspondences, we understand that there was some confusion when this issue was initially addressed. We would like to clarify that according to Amazon's Return Policy, any parts being returned must be in unused condition. Returns that do not meet this criterion may result in the refund being voided or a partial deduction in the refund value. However, as we recognize that part defects are unique and not subject to the regular Return Policy, this resolution was adjusted in which a full refund after further review.

  At our company, we take quality control concerns very seriously. While it was originally stated that rusting is a natural process when iron is exposed to certain rust-inducing factors, our Quality Control (QC) team has deemed it necessary to evaluate whether there are any performance issues that can arise from this issue. Therefore, our listings concerning this particular batch of rotors has already been subject for removal; seeing as this batch of rotors is currently the only inventory we have, we will be unable to authorize a replacement based on these circumstances. Kindly also note that as this is the first reported issue regarding this batch of rotors, the parts you have ordered is also required for return, and a prepaid label has already been provided for your use. Thus, we will be unable to authorize your request for a full refund to be issued without sending back any of the items.

  We want to assure you that we have escalated your concern to ****** Customer Service and ****** Seller Support about your limited funds hindering you from purchasing new brakes. After careful consideration, they have determined that the best course of action is for you to use our provided labels to return the parts for a full refund. To reduce downtime of your vehicle and to expedite the refund process, ****** concluded that a refund can be processed while the parts are in transit. We have agreed to their proposed resolution and all parties involved are currently awaiting your return to have this process completed.

  We deeply regret that our parts did not meet the standard expected of us, and we are committed to taking further steps to address this quality concern that you have brought to our attention. Should you have any further questions or require assistance, please do not hesitate to contact us. Thank you for your understanding and cooperation. 

• Initial Complaint

  Date:31/03/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Mar 12, 2023 at 11:09 AM I placed an order for a set of Brake pads and rotors for my 2017 **** ********. The parts were listed as guaranteed to fit my vehicle on both the **** sale page, and the seller's website. I even called the sale department and they confirmed that the parts I ordered were supposed to fit. I was sent brakes pads that were way too small and did not even come close to fitting the car. I paid a total of $274.33 and the order number is *************** The seller's **** page ******* **** ** ********** ***** ** *** **** ** **** ******** ****.
  
  I contacted the seller multiple times about this issue and to get a return shipping label so I could send the products back for a refund. The seller refused to send me a return label, telling me that it was MY fault for using the guaranteed fitment tool that they included to use on their sale page. **** policy states that sellers are responsible for the information on their ad, as well as responsible for paying the return shipping when they send the wrong product, or send products that are labeled as guaranteed to fit but do not.
  
  After multiple messages back and forth, the seller kept refusing to issue me a return mailing label and kept insisting it was my fault. I have begun to open a dispute with **** and tried to contact the seller via phone to no avail. The seller is refusing to issue my refund and is in clear violation of ****'s seller policies.
  
  At this point, the seller has been dragging this on until the return window has ended, and I feel the only resolution is a full refund. I can't even use these parts anyway as they are for a completely different vehicle. I have tried everything to cordially solve this issue but the seller is doing nothing but trying to pass the blame onto me saying that I did not check the parts correctly, when I used the part fitter tool on his page. He even told me the part fitter tool does not work and regularly send out the wrong parts, yet he still has customer use it

  Business Response

  Date: 03/04/2023

  Dear *****,
  
  Thank you for bringing this issue to our attention. We appreciate the feedback you have shared with us across various channels and have conducted a thorough investigation into your fitment inquiry.
  
  Our Technical Support team has carefully reviewed your fitment concern and requested additional information to gain a deeper understanding of the issue. Upon reviewing your Return messages, we note that your vehicle is a 2017 **** ******** ***** ******** *******. Please be advised that **** offers two variations for this model, with different parts required depending on whether the vehicle comes equipped with a Single Piston Front Caliper or a Dual Piston Front Caliper. Your attachment comparing the product we provided with the original part installed in your vehicle (ref. attached Image2) indicates that your vehicle is equipped with a Dual Piston Caliper. This is confirmed by the longer sizing required for the Dual Piston variation, as well as the two circular marks on the original brake pad. Our partners at **** have also verified this information after submitting to them the image that you provided.
  
  To ensure that our listing was not incorrect, we have double-checked the **** Fitment Tool and found that the information provided prior to shipment ***** ******** ******* indicated that the correct parts were shipped for a 2017 **** ******** with a Single Piston Front Caliper. However, due to your vehicle being of the Dual Piston Front Caliper variation, you will encounter fitment issues with the order. Please note that we do not provide a prepaid label for returns, but we would like to offer a solution to assist with the return costs. We can provide a company return label and share the cost 50-50 using our preferred rates with ***. If you would like to proceed with this option, please contact us at ****@*********.com, and we can send you a quote.
  
  We apologize for any inconvenience this may have caused and appreciate your patience and cooperation as we work to resolve this issue. If you have any further questions or concerns, please do not hesitate to contact us.

• Initial Complaint

  Date:25/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered brakes from max advance brakes on November 12. They were shipped to me and I got them approximately a week ago which would be about November 17 There was six packages in total. I received all five packages but one that I just received today November 25, I checked the package to realize that the vehicle parts that I ordered are not the right size so I try to speak with customer service which they did not help me because when I was trying to let them know that I need to send back all of the parts including the one I’m waiting on. They said I couldnt get a shipping label but they would not let me ship the one. I’m waiting on because I didn’t receive it yet, so they would not create a shipping label until I received my other one that I was waiting. So spending a lot of time on a phone in numerous amounts time trying to verify if I could return my parts. The customer service rep hung up on me because I was asking if anybody knew anything about Car parts. Also, there was no way to speak to any supervisor because I had to email the information for a complaint.
  Now it is extremely difficult to get a hold of anyone so now I don’t know what to do because I cannot return or exchange out my product.

  Business Response

  Date: 28/11/2022

  Good morning ****,

  Thank you for reaching out where we are very sorry to hear you are having issues with the order. Please note we are able to reference your information and locte an order that was placed on November 10th. To ensure we have located the right order, please kindly confirm back as to whether the shipping address is located in ******** ******** US. Under the assumption that this is the correct order, as the six-package shipment was delivered as per your provided information, please note that we have determined that two rotor kits were purchased which are ******** and ********, which will fit the following vehicles:

  - 2017 **** ******** All 325mm (12.80") Diameter Front Rotor, 330mm (12.99") Diameter Rear Rotor

  - 2014 **** ***** All 6 Lug

  *** *** *********** ******** ** **** ******* indicate the kit numbers that were purchased, along with the vehicle requirements that were confirmed prior to purchase. For us to take additional steps, kindly confirm back on whether we are referencing the correct order. If so, also kindly confirm with us which vehicle has fitment issues and whether your vehicle matches the said requirements. We look forward to hearing back from you. Thank you in advance for your assistance. 

  Customer Answer

  Date: 29/11/2022

  I am rejecting this response because: I still have issue with returns when I was told that a return will be completed and a delivery of the correct parts would be sent. I am waiting on a time sensitive issue  
  
  
  **** *********

  Business Response

  Date: 30/11/2022

  Good afternoon,

  To ensure we are not disclosing the incorrect information as we see two orders placed under the same name in different states, kindly confirm back on our request so we can further diagnose this issue. Thanks!

  Customer Answer

  Date: 30/11/2022

  I am rejecting this response because: the order was order number ******* there are two vehicles on this order one 2017 **** ******** and a 2014 **** f150. The **** ******** size rotors are found to be wrong I called and spoke with customer service one told me I can’t ship them back because I didn’t receive the explorer brake pads to verify that they are incorrect. Well it take a lot of time to get ahold of customer service and I don’t wanna start a return for four rotors I know don’t fit and wait until the brake pads come and follow suit. But tried to explain the pad won’t fit but the customer service representative wouldn’t give me anything so I ask for help from their supervisor and got a email response, well I don’t know what else to do and they won’t listen to me so I wanted anyone who can verify that if the rotors won’t fit it’s a good guess the pads won’t too. So they hung up on me 
  
  **** *********

  Business Response

  Date: 05/12/2022

  Good afternoon,
  Please be advised that ******* corresponds to another order for a different customer; however, we will assume that you are referencing 5004176 instead. As per the listing details when this order was placed, please note that the confirmed vehicle specifications we have received are as follows: 2017 **** ******** All 325mm (12.80\\\") Diameter Front Rotor, 330mm (12.99\\\") Diameter Rear Rotor. This is referencable via the purchased kit number (********) with an attachment provided below for your reference. As you have claimed that the parts received are not the right size, we will require more information to evaluate further options.

  - Please kindly provide us with measurements of the rotors that we have sent, or preferably, images indicating this for further review.

  - Measurements of your original rotor size that was installed on your vehicle.

  - VIN (17-digit vehicle identification number) Note: This is needed so we can verify with **** ourselves what rotor diameters were given for your vehicle. 

  Once we have more information, we will be able to determine further resolutions for the return of this particular brake kit. Thank you.

  Customer Answer

  Date: 05/12/2022

  
  
  I am rejecting this response because: I want to return the 2017 **** ******** brake kit. 
  
  
  
  Sincerely,
  
  
  
  **** *********

• Initial Complaint

  Date:14/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased MaxBrakes ******** for a 2013 ***** ***** ** automatic. I used the MaxBrakes website to the get the part number , and then purchased the kit from **** (Order 06-09281-35455) from your Max Brakes store. I even provided my make and model and Vin in the **** purchase notes.
  
  I took the kit to the shop and the mechanic did not even open the MaxBrakes boxes, because the rear of the car has drum brakes and not disk brakes.
  
  I paid about $210 for the kit.
  
  I contacted maxbrakes (through ****, phone, and email), and they will accept the return, if I were to pay for shipping. Today I tried to ship it, but the cheapest shipping was coming to just above $74.
  
  I asked Maxbrakes for a return label, since the I purchased what the website offered as a fit for my car.
  
  MaxBrakes has refused a shipping label, saying the website did not say that the kit fits my car. I sent them a picture, on which they said ... "we cannot prove this image is legitimate", so I made a screenshare video and showed them the website in real time. **** ***** ****** ** ********* *** ** ****** **** *** ***********************************************************
  
  I am a repeat customer ... this will be the 4th kit I would have used from them.

  Business Response

  Date: 14/11/2022

  Good afternoon,

  Thank you for reaching out to us where we are very sorry to hear about this issue. Based on your confirmation via the complaint details, it appears that you have stated your vehicle has Rear Drum Brakes. As per our listing title and corresponding images, it seems that the purchased listing contains parts that are for vehicles with Front and Rear Brake Discs. Given this difference in terminlogy, as brake drums and brake rotors are entirely different components, it appears we have sent what was ordered, though regrettably, your vehicle spcifications differ from our listing requirements. Attachments have been included in this response to highlight our listing title in addition to our gallery images indicating what it is customers should expect to receive if they were to purchase this specific kit. Any additional research done via our website will also show an image of what is received in addition to notes confirming  what the chosen kit includes. Further documentation can be provided to support this claim if needed. Please note that in these cases, we do not provide prepaid labels for returns, but contrary to what our agent has indicated in the **** message, we can most certainly accept a Return for this **** order. However, as we understand that return fees can potentially be expensive, we will also make a one-time exception and provide a company return label under a shared shipping cost. This said shared cost will need to be paid upfront and we can explore how much this would be with *** should you be interested. 

  Please let us know if you have any questions or inquiries about this new resolution or any of the above stated information. Thank you.

  Customer Answer

  Date: 16/11/2022

  I am rejecting this response because:
  

  1. I purchased the kit maxbrakes told me to. See the video. I also included the VIN number in the purchase message.
  2. I do not know what my car needs ... I fed the website accurate information, and it provided a match which I purchased. Obviously, there is a glitch in the website.

  I still maintain that I have done nothing wrong and maxbrakes should refund me completely and provide a return shipping label. This is the 4th set that I purchased from maxbrakes. My first order from maxbrakes in 2016 was also problematic when they accidently sent the wrong part (sales order 63107), but maxbrakes sent the correct part when I reached out. 

  Please accommodate, this is my last request.

  ****** *****

  Business Response

  Date: 17/11/2022

  Good morning,

  Further review of our website details, shown in attachment named Website_Fitment, indicates the criteria provided to the customer as to what is needed. As you can reference via the image, there are three flags that we have provided which highlights to our customers what is purchased. The said three flags are the image, which shows 4 ***** XDS Rotors, with a disclaimer underneath "Kit Includes: 4x ***** XDS Rotors." Additionally, on the right side, when you are choosing the rotor style we have also listed that you are selecting rotors. Based on this, should you have Brake Drums, this contradicts what our listing fitment has shown, with the design of Brake Drums also being significantly different. 

  While we can certainly accept a Return for any unused products, we will be regrettably be unable to provide a prepaid return label for this order. However, as previously mentioned, to offset part of the return label fees, we are willing to provide you with our company return label at a shared cost in which we will cover for part of this return cost out of pocket. Should this work for you, we can most certainly check-in with *** on a quote. No alternate resolution can be provided as our website, as well as the **** Listing that you have purchased from, was clear in the sense that what was purchased will include 4 rotors, and not 2 brake rotors and 2 brake discs. Feel free to contact us if you have any questions. Thank you.

• Initial Complaint

  Date:28/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered brakes and rotors off **** from Mac brakes they use a system that asks to put in your vehicle information such as year make model than it will tell you if the part fits or not so I did this said parts will fit your vehicle I got them and had my mechanic try to install them they didn’t fit I reached out to Mac brakes only to be told that basically it was somehow my fault in this matter and I could return them at my own expense to get a refund whic will cost me more than I paid for the parts I ordered I’ve ask for a free shipping label so I can send them back nothing haven’t had an email responded to. I just don’t think it’s right that they sent me a part that their site said fitted my vehicle it when I got the parts they did not fit and now wanting me to have to pay the return shipping which basically means I loose even more money So now I’m stuck with parts I can’t use I’ve had to reorder new brakes and rotors from a different store I’d like to have max brakes send me a free shipping label and give me back a full refund

  Business Response

  Date: 28/09/2022

  Good afternoon,

  Thank you for reaching out to Max Advanced Brakes where we are very sorry to hear you are having fitment issues with an order. Upon review of the purchased order, it appears that there was a compatibility chart in the listing that provides our customers with further requirements on what is needed to guarantee fitment. In this case, as shown via the attachment, the select kit required a Front Rotor diameter size of 325mm and a Rear Rotor diameter size of 330mm. Under this assumption, we had shipped out the parts as per your request on Sept 18th as you have indicated that the parts are urgently needed. However, it was not until Sept 26th, 6 days after the entire order was shipped out on the 20th, did we receive an update (after what we assume that installation was attempted) that you have a Front Rotor Size of 352mm instead. This confirmation is provided via the secondary attachment for your reference, in which you have referenced you have 352mm with the larger rear rotor sizing as well. As we have sent what was ordered, which are the front rotor size of 325mm and rear rotor sizing 330mm, we do not provide a prepaid label for orders should the customer's vehicle specifications be different than our listing specifications.

  However, as we understand that shipping charges are expensive, we can certainly verify whether we can provide a company return label at a shared cost. Should this be a valid option for you, we can certainly connect with our carrier on a quote. Please feel free to reach out if you have any questions in regards to our explanation or offer. Thank you.
  

  Customer Answer

  Date: 28/09/2022

  
  
  I have reviewed the response made by the business  and find that this resolution is satisfactory to me.
  
  
  
  
  **** ***