Complaints
This profile includes complaints for Brake Masters of Tucson, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 97 total complaints in the last 3 years.
- 32 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/27/2022
Type: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.
these people broke my ignition yanking keys out. the new part came in to replace. **** was suppose to replace broken ignition that franke broke but now will not becuase they told corp ive been harrasing them. ive been trying to get them to fiz problem like they said they would for 4 weeks now. i call that being persistant and consistant but becuase terri at corp. doesnt like my messages ive left he told me i need to go somewhere else and they will sue me if i call corp. or store foe harrasment my ignition is still hanging and terri upset with something i said im upset that they broke my ignition, also dropprd car down so hard needle flipped now cant tell how much gas i have. they also broke my knobs 1-4 when installing my ac unit only 5 works now refuse to fix that as weell, also they forgot to put freon in when i had the blower, hoses, condensor, andair compressor. still have not refund me my money on that as well pls help
Business Response
Date: 09/27/2022
Brake Masters has issued Ms. ****** a refund back to her bank card as of 9/13/2022. At this time the claims by Ms. ****** are unfounded and not caused by Brake Masters. Due to the violent and profane language used by Ms. ******, Brake Masters has requested that Ms. ****** take her vehicle elsewhere to be services in the future. Brake Masters has also advised Md. ****** to stop calling our locations and harassing the employees.Customer Answer
Date: 10/17/2022
Norhing been resilved i just noticed this im not good on computers yes they broke my ifnituon nothing been resilved can we reipen rhis pls im having to get a hold of gary harper 3 on ur sideCustomer Answer
Date: 10/19/2022
I keep calling these people and they said corporate said not to fix my ignition
These people are rhreatening me if i call down there they will call police thats what corporate told **** to say pls help my ignition is getting so loose my keys dont wanna stay in
Customer Answer
Date: 11/01/2022
They are lyers **** knows he broke my ignition theres a special way to take my keys out and **** forgot to tell the technition thats why he yanked my keys out and forced the whole ignition out of place. **** even apologized and now coorporate wont let rhem fiz my car becuase of porfanity?. Really u would be upset too if it took u 5 weeks for them to tell u to bring ur cae in then dont fix it? ****** was the one that was fonna put it in for meInitial Complaint
Date:09/23/2022
Type: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 brought my car in on friday, September 23 2022 at 3:30pm to 3261 northgate blvd. a brake masters in sacramento ca. they worked on my front brake pads i paid 245.00 out the door. When they were finished i left and came right back because i was hearing a LOUD rattling noise what sounded like it was coming from the left tire but I wasn’t exactly sure so i took it back and the guy who helped me out had a attitude and im guessing it was because it was almost closing time. A technician took a look and made sure everything was placed properly, he test drove it i felt like he could have test drove it longer because he only took it around the corner so i felt like they were rushing the job as well. but i feel like my concern wasn’t took seriously i felt rushed. And the noise still continued when i left. I highly wouldn’t recommend anyone to take their vehicles to this shop specifically. Im not sure if anyone there knows what there doing. My car didn’t have a single noise BEFORE I brought it in. Now im driving around with this loud noise and they’re not able to locate where the noise is coming from. Unless my car sounds exactly the way it sounded (which was quite) im going to have to involve a lawyer to resolve this matter. Its just really frustrating because i have a newborn daughter and this noise will bother her naps while shes in the car. And its just embarrassing as well driving around like that.Business Response
Date: 10/10/2022
The customer brought back in her vehicle to a different location and we replaced the rotors and upgraded the pads from Lexus.Initial Complaint
Date:09/16/2022
Type: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 brought my vehicle in for front and rear brake replacement on 8/16/22 to brake master #215 in Queen Creek AZ. Prior to my initial visit, my vehicle ran perfectly fine, immediately after repair, I was still in the parking lot, the ABS and parking brake sensors were lit on my dash and when I put the vehicle in drive it felt as if it were stalling a little. Thinking it was just the car adjusting, I left.
After giving it some time the issue was still present. I brought my vehicle back in on 9/7/22. Upon arrival I spoke with the shop manager. I explained the situation, my concern with the sensors. I was was told it more than likely a transmission issue than a brake issue but said he would take a look. My vehicle was brought in, I could see it, and didn’t see much work being done. I was then told the brakes are fine, my transmission is failing and stated quoting prices for a new transmission.
I then went and got a second opinion at a different shop on 9/9/22. This shop ran a full inspection and determined my transmission perfectly fine, the issue that I’ve been having was due to missing ABS rings on both rear drums that activate the ABS sensors, This is where brake masters is at fault. These rings are part of the car. They come off the old drums are are fitted on the new ones. Because of their negligence I now had to pay for an additional service elsewhere. I also had to take two days off of work to get this corrected and my boyfriend had to pay for a ride share service to get to work.
I had left a message about my experience through brake master’s website with no response. so I contacted brake masters customer service on 9/15/22 and spoke with someone who seemed to try to place blame on me. I sent over the invoice and have yet to receive a response.
I am looking to be reimbursed the $773 I had to pay to get this corrected and compensation for the headache this has caused, preferably the amount I paid at brake masters for the initial service of $996.Business Response
Date: 09/19/2022
Brake Masters is requesting that the vehicle be respected by our Area Manager. The customer provided and estimate from the other shop not a paid invoice. CarFax also shows no further invoices. Please see also where if another shop works on the same system as we did, it voids the warranty. The customer can call and schedule an inspection with the Area Manager.Business Response
Date: 09/23/2022
As previously stated the customer would need to have the vehicle inspected by our Area Manger. The customer was also notified via email.Customer Answer
Date: 09/23/2022
As I have previously stated, there is no point to having the area manager inspect it as the work has been completed no thanks to Brake Masters nor do I have to time. I did not think it would be this difficult for a business to take responsibility for their mistake. I will be escalating this further.Initial Complaint
Date:08/15/2022
Type: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 8/10/22 took my 2007 Lexus ES for an oil change as well as a check engine light that had come on a few days prior along with the car running at higher RPMs than usual. Was told that they would perform a diagnostic and I agreed. Some time later on I received a call from the store letting me know that they believe that the car is in "limp" mode and think that it is from a crack in the radiator. The car did not overheat prior to the visit, however I was told that it began to overheat during their inspection. They told me that there was a 50/50 chance that replacing the radiator and the cooling fans would solve the problem. Unfortunately I agreed to the $1,700 repair. Once they were done, I was told that I needed to drive the car for 100-150 miles to see if the computer would reset itself and clear the check engine light and that everything should be working fine even though the error lights are still on. On the way home the car was still driving at high RPMs. I called back and was told that it was fine and I should still drive the car in this condition for 100 miles or so. I CANNOT DRIVE THE CAR NORMALLY SINCE IT WILL NOT SHIFT OUT OF 2nd or 3rd. On the way home I decided to stop at AutoZone and do a code reading myself. The only code that I received back was for a fault in the Transmission Control Module. I let the car sit in the garage over the weekend since I was not about to potentially further damage the drivetrain while driving at insanely high RPMs as suggested by the shop. Today I brought the car to another mechanic to try and diagnose the problem. They confirmed that my Transmission Control Module was not getting any power. In addition they told me that the transmission cooler lines were loose. My car had lost over 3 quarts of transmission fluid over the weekend. So not only did Brake Masters misdiagnose the repair, they also were not able to correctly complete the repair itself potentially putting my car into more risk. Car was returned in worse shape.Business Response
Date: 08/19/2022
The customer requested a full service oil change as well as
a diagnostic as the check engine light was on. During the
diagnostic test it was found and noted on the inspection form that the
radiator was cracked and needed replacement. The probable cause of the radiator
crack was the inoperation of the cooling fan assembly, both the cooling fan
assembly and the radiator were approved by the customer for replacement and
done on invoice # 823470. The Assistant Manager told the customer that the
store didn't feel comfortable performing a complete flow chart diagnostic
until the radiator and fans were replaced and the customer was aware of
this. As well when the Assistant Manager discussed the need for the radiator
and fans to be replaced the customer did comment about the vehicle A/C system
failing in the last few days and commented himself about the possibility of the
cracked radiator and the vehicle running hot being the cause of the A/C not
working. During the initial diagnostic as noted on the inspection form there
was a code u0101 which implies the TCM transmission control module is not
communicating with the ECM/PCM system properly. This is when the customer was
told that we would advise him to drive the vehicle now that the radiator and
fan had been replaced and allow the system to reconnect and communicate properly
to find if there were any additional issues or codes that needed to be
resolved. On page 3 of 3 of invoice # 823470 it is clearly stated " found
radiator cracked and cooling fans inop. Talked to customer and explained we
needed to start with the radiator and cooling fan assy as the vehicle is in
limp mode because engine is running hot customer agreed with repairs and will
put some miles on it to see if communications starts again and check engine
light resets (the light will not clear and reset unless communication
properly). If it does not, the customer has agreed to return to continue
diag." In this situation regardless of the condition or the cause of
the U101 code the radiator and the cooling fans needed to be operable for the
vehicle to be evaluated and tested properly. Had the customer returned the
vehicle the TCM possibly could and would have been replaced or repaired. The
customer himself agreed to return if the problem wasn't remied to his
satisfaction. As a sign of good faith and customer service only, admitting no
fault or wrongdoing we would be willing to refund the customer the labor
fee of $ 700 but nothing more. Should the customer either accept or decline the
offer we will consider this issue resolved.
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