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:03/24/2025
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.
Brought my car in to get brakes done. One month later brought my car back in because my brakes were still making noise. After 4 hours they still have not viewed my car. I’m asking for a full refund because of the customer service at store 219 doesn’t allow for warranty work to be done.
Business Response
Date: 03/25/2025
Brake Masters appreciates the continued efforts from the BBB to assist in resolving customers complaints. Brake Masters is committed to an equitable, reasonable and satisfactory outcome with every transaction.
Dear Michael,
Thank you for taking my call yesterday, and agreeing to revisit another location today 03/25/2025. I appreciated your time and grace you showed in this matter. With consideration to our 50min long conversation and the proposed resolution I will assume that this matter is now closed.
Thank you again,
Brake Masters Customer Service
Initial Complaint
Date:03/17/2025
Type: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.
Subject: Dispute Regarding Brake Service on 2021 Dodge Charger
Dear Brake Masters Customer Service,
I hope this letter finds you well. I am writing to formally dispute the service I received at your facility for my 2021 Dodge Charger. I have serious concerns regarding the brake work performed on my vehicle, and I seek a resolution to this matter.
On I brought my vehicle to Brake Masters for a brake inspection and service. I was charged $1,500 for the front brakes and an additional $1,500 for the rear brakes, totaling $3,000. However, shortly after the service, I began to notice that my brakes were still squeaking.
To address this issue, I took my vehicle to Christian Brothers Automotive for a second opinion. Their inspection revealed that Brake Masters had installed substandard brake components on both the front and rear brakes, which not only caused the persistent squeaking noise but also led to further complications affecting my vehicle’s transmission.
Given these circumstances, I am requesting a full refund for the brake services performed by Brake Masters due to the following reasons:
1. Poor Quality of Parts: The brakes installed were determined to be of inferior quality, leading to further issues with my vehicle.
2. Unresolved Issues: Despite the substantial charges for brake service, my vehicle continues to experience problems related to the brakes.
3. Transmission Problems: The issues caused by the brake installation have now affected my vehicle's transmission, leading to additional repair costs.
I believe this situation warrants a review of the service performed and a refund for the charges incurred. I have attached documentation from Christian Brothers Automotive that outlines their findings, along with my original receipt from Brake Masters.
I kindly request a prompt response to this letter so we can resolve this matter amicably. Thank you for your attention to this issue. I look forward to hearing from you soon.Business Response
Date: 03/17/2025
Brake Masters would like to thank the Better Business Bureau for their continued partnership in resolving customer complaints. Thank you for relaying this matter to us.
Hello,
With the information you have provided we cannot locate your visit to the Buckeye or any of our locations. Please review your records and reply with a different phone number or the invoice number in question.
Brake Masters understands that navigating the complexities of automotive service can
sometimes be challenging. While obtaining a second opinion is certainly your
prerogative, it's important to clarify that such opinions are advisory and not
binding by any means upon Brake Masters. It is common practice in this industry to consult with
manufacturers or dealerships, but their assessments do not dictate our service
procedures.Brake Masters values the input of dealerships, solely concerning
workmanship, not the quality of the parts installed. Dealership technician opinions, while informative, are
ultimately only recommendations. Discrepancies
in recommendations can occur, and we encourage you to present any
conflicting findings from another facility for our review.While we will carefully consider such information, we are not obligated
to act upon another source's opinion of the parts or the services purchased with Brake Masters.Please note, that choosing to visit another company
outside of the Brake Masters network and having work performed on the same
system(s) that we have, nullifies / voids any warranties and eliminates any
responsibility that we will take in the matter.Business Response
Date: 03/20/2025
Brake Masters would like to thank the BBB for their continued assistance in remedying customer's concerns.
Dear Antoinette,
We have investigated your complaint and come to a conclusion. As unfortunate as a transmission failure is in any vehicle, reviewing the services preformed by Brake Masters there is no correlation to be found. Replacing the front brake pads and rotors as well as the wheel hub bearing assembly will not impact the performance of the transmission.
Reviewing the images sent in with your other BBB complaint that detail what happened at another facility there is no correlation found between our services and what had failed on your vehicle. As noted on the first page of your visit with this facility, you experienced transmission failure while driving. This was 20,214 miles after the service in question with us. The notes in the images you provided also state that after the transmission failure while driving there was a fluid leak. Then the vehicle was towed.
We understand that navigating the complexities of automotive service can sometimes be challenging. While obtaining a second opinion is certainly your prerogative, it's important to clarify that such opinions are advisory and not binding upon Brake Masters. It is common practice to consult with manufacturers or dealerships, but their assessments do not dictate our service procedures.
Brake Masters values the input of dealerships, solely concerning workmanship. Dealership technician opinions, while informative, are ultimately only recommendations. Discrepancies in recommendations can occur, and we encourage you to present any conflicting findings from another facility for our review. These are benchmarks, not mandates, and variations in among different facilities are common.
While we will carefully consider such information, we are not obligated to revise our practices based on external opinions.
Again, Brake Masters does not offer opinions on the pricing or practices of other businesses.
We can empathize with the troubles of a failed transmission, although there is no responsibility in its failure with Brake Masters.
Brake Masters wishes you the best in this matter.
Thank you for your time.
Brake Masters Customer Service.
Customer Answer
Date: 03/20/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23077417, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Antoinette Green
Initial Complaint
Date:03/13/2025
Type: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 received a what I thought would be a routine oil change for my 2014 Chevy Cruze (one of many times, with many different vehicles, at this Brake Masters in Buckeye) on January 17, 2025. Approximately one week later I noticed oil spots in driveway that progressively get worse over next few days. I took the car back to the same Brake Masters in Buckeye on February 7, 2025, and was told by them that the oil drain plug is stripped and that it can't be repaired - that it requires replacement of the entire oil pan (with a new drain plug). They had already taken it apart and I wasn't shown the stripped drain plug or the removed oil pan - just the car up on a lift. The car couldn't be driven and they had to keep it overnight to get a new oil pan. I picked it up on February 8, 2025. The charge: $588.09!! (after a $30.00 discount because I complained; they were actually going to also charge me an additional fee for another oil change!!). They blamed it on the age of the car, when they were the only ones to touch the oil drain plug! Car at that time ~115,000+ miles on it and had received an oil change approximately every 5,000 miles with no leaks! I've had many vehicles with over 250,000+ miles with never a stripped drain plug (including a Jeep Wrangler with over 450,000+ miles with no stripped drain plug!). A quick Google search shows that failure in oil drain plugs is mostly caused by improper installation and/or overtightening. In my mind, they caused this issue was caused exactly by that - improper installation and/or overtightening - when they did the oil change on January 17, 2025, and didn't/don't want to admit to their mistake. I left a message with their corporate office in Tucson but never heard back. I am seeking a full refund and a written apology.Business Response
Date: 03/17/2025
Brake Masters would like to thank the Better Business Bureau for their continued partnership in resolving customer complaints. Thank you for relaying this matter to us.
Dear Mr. Loper,
Our office is investigating this matter, the field management will be responding to us shortly and once they do our office will be back in touch with you.
Thank you for your continued patience in this matter.
Brake Masters Customer Service.
Business Response
Date: 03/19/2025
Hello Greg,
We have completed the investigation, our office feels that a full refund of the amount spent on the oil pan replacement is prudent and warranted. This is a service and a visit that should have been handled in a different way.
We will be sending a reimbursement check for the visit on 02/08/2025 for the amount of $588.09. This check will be issued no later than March 28th, 2025 and sent to the address that is on file.
On behalf of that location, the newly installed field management and this office we genuinely apologize for this matter.
If the check is to be sent to a different location that what we already have please provide that address.
Thank you,
Brake Masters Customer Service
Customer Answer
Date: 03/19/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23063760, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Greg Loper
Initial Complaint
Date:03/07/2025
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.
We had our brakes replaced once we picked up the car. It was making a strange noise that wasn’t there before we took the car back.They charged us an extra $350 to fix the problem which they had caused.Business Response
Date: 03/17/2025
Brake Masters would like to thank the Better Business Bureau for their continued partnership in resolving customer complaints. Thank you for relaying this matter to us.
Dear Ms. Davila,
Please provide the invoice number that is related to this matter. Once we have that information our office can continue our investigation.
Thank you,
Brake Masters Customer Service
Initial Complaint
Date:02/20/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The nature of this dispute is I’m attempting to collect on brake masters labor warranty policy.
On the date 10/07/24 I took my 2003 Hyundai Santa Fe. In for an inspection at this time the vehicle was driving wabbly due to the front passenger tire. After they charged me 60$ for an inspection I was told I needed an immediate repair for a spindle kit for my right tire. They quoted me at 323.75$. I paid for a belt replacement and came back the next day and replaced the spindle kit.
The next morning my serpentine belt broke so I went back and got it replaced and I was still charged labor for it. Upon closer inspection the mechanic told me that I now needed my engine retreaded and it would cost me upwards of 3,000$. I declined the work because I wanted a second opinion. How they missed this in the vehicle inspection I paid for I don’t know. So I declined the work.
On 11/22/24 I took my vehicle back to Brake masters for a 3rd time because the belt was slipping off. Brake masters then charged me for a new belt replacement even though the work should be warranted for 6 months according to there policy and it had been less than 2 months. So I paid them for this belt replacement in advance because I was very busy that day. I called brake masters to follow up on the belt replacemen. The mechanic told me that they where in process off retreading my engine. Which is not the work they were authorized to do. Immediately after retrieving my vehicle from them. The new belt they installed tangled up in the engine and totaled my vehicle.
I reached out several times and was either ignored or hanged up on.
I am owed 703$ in labor from there policy. As well as the parts totaling 175$. I also had to replace the battery 3 times. 624$.
Brake masters not only ran an incorrect vehicle inspection they also conducted work on my engine against my consent. Which lead to further damage. They are responsible for the repair of my vehicle as well as a refund. According to there own policy.Business Response
Date: 02/20/2025
Hello,
Thank you for sharing this complaint with us. We appreciate the continued efforts of the BBB with the resolutions in customer complaints.
Unfortunately, this is a visit that takes place at a franchise store and not a corporate store that this office has oversight with. We would like to refer the customer to the correct point of contact.
The phone number for this point of contact is 951-245-1600, Adan Castareda.
This complaint being with a franchise, and this office not having any access to the records or the location we encourage the customer to contact the number above.
Thank you,
Brake Masters Corporate Customer Service
Initial Complaint
Date:02/17/2025
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.
In March 2024 I took my 2010 Mazda 6 in to Brake Masters store # 177 at 370 El Camino Way, Lake Havasu City, AZ 86403.
All I needed to have done was the installation of headlights, I had purchased the replacement bulbs at Autozone. On this vehicle it is in a difficult to reach area and I was not able to do this myself. They charged me approximately $ 80.00 for this service.
They pulled the vehicle up and parked in front of the garage, not in to the garage. It was taking a while so I stepped out to check what was going on and the young man who was working on the right side said something had broken when they were installing the headlight and they were trying to get it fixed.
I do not know what they broke in the headlight and I was not informed on what they did to fix it. The headlight on the right side stopped working within days after I left the shop.
Please note I live in California and travel between Lake Havasu City, Arizona and California to visit my family that reside in Lake Havasu City.
The vehicle was taken back to the shop In May 2024 and they were not able to get me in. An appointment was made for July 29, 2024, the shop manager acknowledged there was something broken in the headlight and they worked on the vehicle.
When I started the vehicle there were some lights that went on (airbag light) on the dashboard which was brought to the store manager's attention before I left. He said it did not have anything to do with the headlight.
As I left the shop and made a short stop at a business, my battery was dead and I had to jump the vehicle to get home. Now both headlights were out due to some electrical issue that occurred when they tried to fix the right headlight.
At this time only my brights work, I have no headlights. My battery went dead and had to buy a new battery for the vehicle.
The vehicle was taken back to the shop, they were informed of the issue and we were told they do not have qualified staff to fix this.Business Response
Date: 02/19/2025
Hello,
Thank you for sharing this complaint, Brake Masters is grateful for the continued partnership with the BBB in resolving customer's complaints.
During the last conversation had with the customer, Brake Masters was informed that the customers son was a mechanic and he had addressed the concern. At this point in the conversation Brake Masters offered to re-inspect the vehicle at no charge to the customer. The customer then agreed to this and stated that they would return the vehicle to the facility that weekend for the inspection and battery testing.
The customer did not visit the facility, and has not visited the facility. This complaint is the first time since the offer of resolution was made that we have heard from the customer.
As of 02/19/2025 the servicing location has again invited the customer to re-visit the facility.
Brake Masters awaits their visit.
Thank you,
Brake Masters Customer Service.
Business Response
Date: 02/26/2025
Hello,
Please describe what you are alleging was damaged during your visit to the facility, please be specific.
The decision is ultimately yours as the consumer, if allowing the Lake Havasu location the time to inspect the vehicle is not feasible, then we would suggest exploring another corporate location that would be more convenient for you. Brake Masters does not compensate for lost time, wages or fuel. Please take this into consideration making your decision. You are welcome to visit www.BrakeMasters.com for a complete list of locations and phone numbers, this will be helpful in setting an appointment to inspect the vehicle.
Brake Masters has many locations in California. In Northern CA. there are corporate stores, in which this office has oversight. In Southern CA there are franchise stores, this office does not have oversight with franchise locations.
Please note, that choosing to visit another company outside of the Brake Masters network and having work performed on the same system(s) that we have, nullifies / voids any warranties and eliminates any responsibility that we will take in the matter.
As well, if Brake Masters is to move forward with repairs to this vehicles headlights, customer supplied parts will not be authorized.
If you choose to move forward and have a corporate location inspect the vehicle, the details - as you mentioned - can be worked out at the facility as the locations have the autonomy to make those decisions.
Thank you
Customer Answer
Date: 03/04/2025
Good Morning,
When the shop worker initially replaced the headlight bulb
on the passenger side, I was advised that they broke something in the headlight
assembly. They didn’t tell me exactly
what was broken and what they did to allegedly fix it.
There are clips in the headlight assembly that hold the
headlight bulb in, it is possible this is the component they broke. The passenger headlight went out within a day
of this service.
When I brought it in with the appointment I made, the store
manager looked at it and confirmed there was something broken in the headlight
assembly and when they allegedly fixed it again, both the passenger and driver
headlights went out within a day. It
appears there was some electrical short that caused further damage when they
went in the second time to fix it as my battery went dead within an hour of
leaving the shop (details provided in my initial complaint).
I will review your list of locations, are you stating that
the Southern California Brake Masters locations are privately owned and I will
not be able to take the car in to one of those locations?Thank you.
Initial Complaint
Date:01/16/2025
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 11/10/23 I had a transmission replaced and got a warranty. 3 year warranty with parts and labor or 100,000 miles whichever comes first. On 11/15/25 my wife took it to the shop because there was a transmission leak. She was told by Bill assistant manager she hit something really hard and a big dent was on the transmission pan. The transmission fluid was caked on it and has been leaking some time. Brandon the manger said our warranty is only good for 1 year. I was out of warranty. I disputed that and they continued telling me I had no warranty left. I had it done a year and a half ago. Brandon said well we have the manufacture willing to warrant it. I had to pay the $800 for labor. They couldn’t diagnose it because my car was over heating as it was running on the lift. I suggested to place a fan in front of the motor. They refused. Prior management did that so engine wouldn’t overheat while replacing the transmission. Manager Brandon kept focusing no warranty and you pay labor. I contacted the corporate office in Tucson. I wanted to file a complaint. The gentleman who answered phone agreed with Brandon no warranty and I pay labor. I asked Brandon to show me on the receipt where it states I pay for labor & parts It wasn’t on the receipt anywhere. He said since he made a reprint receipt it won’t show. I got under the vehicle to find no dent on the pan like assistant manger Bill told my wife. I noticed the back passenger side of the pan was leaking a stripped bolt. The gentleman at corporate office said for me to take to a transmission shop and get a diagnosis on my vehicle and if Brake Masters done something wrong they will pay the bill and warrant their work. I refused to do that. I called another brake masters to ask about brake masters warranty is on a transmission and I thought it was two years and that shop said 3 year warranty parts and labor included or 100,000 miles. I had two hoses leaking and two clamps put on and no leaks now. The new management dishonestBusiness Response
Date: 01/20/2025
Our recorded conversation indicate that you did not review the invoice
provided at the time of service. The invoice clearly outlines the warranty
terms, including the 3-year parts warranty for the transmission replaced on
11/10/2023 ******** ** *** ******** **************************************** The
labor warranty information is available on our website as well and was not
extended in this case.
During the inspection, a dent was found on the transmission pan, and
further diagnosis was limited due to the vehicle overheating while on the lift.
This overheating condition, as you mentioned in your complaint ("Prior
management did that - placed a fan in front of the vehicle- so engine wouldn't
overheat while replacing the transmission"), seems to be a preexisting
issue. We are bound to inform the warranty company about this condition.As discussed previously, the replaced part is covered under warranty for
3 years. We suggested to you that a third-party transmission specialist inspect
the vehicle, to identify any potential installation issues on our part.
However, since you declined this offer, we are unable to extend further
assistance.
There will be no other offers made and no refunds issued.Customer Answer
Date: 01/22/2025
I was told 1year warranty from Brandon and I pay $800 labor. No mention of a 3 year warranty with parts and labor. Your management lied and ask me to pay $800 to fix the problem. Your management isn’t honest. Your shop cannot run an engine nonstop without air coming into the engine. I was offered to take to a transmission shop. I replaced my transmission with your shop. Management should not lie. I asked to highlight a my receipt where it states I pay labor. Manager Brandon couldn’t highlight it as it wasn’t on my receipt. It was a reprint receipt so it won’t list it he said. That’s a lie. Another shop did replace two hose clamps on the hoses which fixed the problem with no over heating on my vehicle. Your shop tried getting $800 from me. I’m more than happy to bring my vehicle to owner of the franchise to show there is no dent in the transmission pan. Another lie from assistant manager Bill. Since 1983 Brake Masters has done all my mechanical work and oil changes. Looks like a loyalty return customer isn’t valuable these days. Shouldn’t stand by management who tells there side but not truthful. Will not return my vehicles to Brand Masters.
Business Response
Date: 01/23/2025
Attached are better copies of the actual invoice, we have also included the log that has notes specific to your questions.
There never was an extended labor warranty period.
There was an extended part warranty. 3 years from 11/16/2023 Ending 11/16/2026. This warranty does not cover conditions resulting from abuse, accidents, vandalism or by defects and excessive wear caused by the customer`s failure to provide reasonable and necessary maintenance.
Any repairs made to the transmission after 02/16/2024 would be charged labor.
In a show of goodwill Brake Masters will uphold the warranty until the period has ended, the only stipulation for this is that the customer visit a different facility moving forward so at to start off on the right foot with a new facility. The facility on Carefree Highway #207 reserves the right to refuse services due to the current and past documented experiences. There are 5 other locations that are here to serve you within 20 miles of the Carefree Highway facility.
Thank you.
Initial Complaint
Date:12/16/2024
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.
The company refuses to honor their $50 oil change coupon. they charged me $10 for an oil filter that was advertised as included in the $50 cost on the coupon (i have screenshot) and $20 for an oil cap that they claim “needs to be replaced every oil change on these new cars” even though no other place has ever replaced or charged for this any other time ive taken this car in. I confirmed the $50 when dropping it off and was told this was the correct price. They never called to get the additional $28 approved by me in advance like there are supposed to and the 4 men were all laughing at me and would not even look at me when replying when i questioned the additional charges. I messaged customer support and never got a response. I called customer service twice and kept getting a voicemail. I called the main line and it said the operator extension is not available. I confirmed with chevy that the oil cap does not need to be replaced every oil change like break master said only when broken. They broke a part in my car and are trying to force me to pay for it as well as making me pay for parts that were listed as included in the coupon.Business Response
Date: 12/17/2024
Hello,
Thank you for forwarding us this customers complaint. Brake Masters appreciates the efforts of the BBB in working together to resolve customer's concerns.
The customer was contacted 12/16/2024 prior to this complaint and a refund of the overcharged amount was offered and agreed upon. That refund is being processed today 12/17/24 and will take 7-10 business days for the customers financial institution to release the funds.
Thank you,
Brake Masters.
Initial Complaint
Date:12/10/2024
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 11/30/2024, I paid Brake Masters $373.08 to replace both rear brake pads and rotors. I was told my front brake pads measured at 9mm and my rear brake pads at 0mm. This is unusual as front brakes pads normally wear down first and because only about 20,000 miles prior, on September 24, 2021, I paid Brake Masters $353.51 to install new rear brake pads on my vehicle (new front brake pads were also installed). Brake Pads usually last between 50,000 and 70,000 miles. Back on October 28, 2023, I had taken my vehicle into Brake Masters for an oil change and was told my front pads were at 6mm and rear pads were at 3mm. So the current measurement of 9mm is not possible. My front brake pads did not magically grow back 3mm between October 2023 and November 2024. It is also not possible for front brake pads to wear down only 1mm while the rear brake pads wore down by 10mm. I suspect Brake Masters never installed the rear brake pads I paid for in September 2021 and as a result, my vehicle sustained irreparable damage to the left rear rotor. Thus, in November 2024, I had to pay additional funds to replace both the rear rotors and the rear brake pads. Brake Masters has not responded to calls and emails to their customer service line from a week ago.Business Response
Date: 12/11/2024
Brake Masters would like to once again thank the BBB for their continued assistance with customers concerns. Thank you for directing this to our attention.
Dear Mr. Henwood,
Help us understand this situation better. If there is a factual inconsistency with the information below please email us with those details for review.
---------
Please review your history below. This can be emailed to you if you request it.
1st visit - 09/24/2021 @ 100655 the brakes are done F&R
2nd visit 10/28/2023 @ 113453 brakes inspected no record of being replaced - front 6mm rear 3mm; you were just over the 12 month and 12k mile warranty but we offered to help regardless. You declined.
3rd third & last visit 11/30/2024 @ 120958 brakes were inspected and rear rotor replacement was recommended due to the condition of the rotors; you approved of the replacement. Brake Masters also honored the brake pad warranty.It is critical to note that, Brake Masters has not previously sold you rotors.
Therefore, replacing them for free is an unreasonable request. Especially when you declined our offer of warranty brake pad coverage in 2023.
This is what led to the rotors being required upon your most recent visit.
--------
- This response was posted to the google review page DEC 06, 2024 prior to google taking down your review. Google only removes reviews if they are found to be false, off topic, spam, a conflict of interest, profane, if they are bullying or harassing, contain hate speech, personal information or lastly not helpful. Negative reviews are not removed unless they fall into one of the aforementioned categories.
Our office has responded to you. Our stores have responded to you.
Brake Masters considers this matter closed.
If you care to discuss this further you may email us at [email protected]
Business Response
Date: 12/13/2024
Hello,
We have taken the time to address each reasonable question in turn. The responses are below. The questions that are not addressed directly in this document directly contradict themselves therefore responding to them would be fruitless. Example: Stating that Brake Masters did not respond to the customer only to say in the next sentence that we did respond.
Customer states -Brake Masters has
failed to explain how rear brake pads can go to 0mm while front pads which were
installed on the same day remain at 9mm.A
responsible assessment of the rear brake pad wear is precluded by our lack of
direct vehicle control since September 2021. While the level of wear is
unusual, attributing a specific cause without firsthand knowledge would be
irresponsible.Customer States -Brake Masters
technicians measured the front brake pads at 6mm on 10/28/20223 and at 9mm on 11/30/2024.As documented, measurements
are approximate.Customer states -Claims DID NOT
INSTALL THE REAR BRAKE PADS as paid for on 9/24/2021. –Without
new brake pads, the rear brake calipers would have experienced catastrophic
failure. Piston extrusion due to excessive travel would have rendered the
brakes inoperable from the moment of reassembly, preventing any effective
braking.Customer states -On 10/28/2023, as
documented in the invoice, I refused to pay Brake Masters an additional $99 to
install the rear brake pads which I had already paid them to install.The fee of $99 USD was
due to you no longer being within the 12 month or 12k mile warranty – as the
original brakes were installed 09/24/2021.Customer states -Per the written
invoice, the brake pads have a LIFETIME warranty and the 12-month 12K miles
warranty is only on labor.This is accurate.
Customer states -Brake Masters
response that they offered to honor the 12K warranty is a lie as proven by the
10/28/23 invoice charging $99 + tax for labor.In your complaint, the
pictures you have included, show the recommendation to replace the rear brake
pads at the cost of only labor.Maybe we can help with
understanding how a warranty is administered; the brake pads have a lifetime
warranty – yes – for as long as you own that vehicle you will not be asked to
pay for the brake pads that were sold to you in September 2021.The labor to remove and
replace the covered pads Brake Masters extends to 12 months or 12k miles
whichever comes first. The standard warranty as is on our website is 90 days warranty
on labor. Please visit www.brakemasters.com/warranty/ to review.Hopefully this explanation
helps.No refunds or credits will be issued.
Brake Masters
Customer Answer
Date: 12/23/2024
Thank you for these responses. I believe they will be extremely helpful in the coming BAR investigation and small claims court hearing.Initial Complaint
Date:12/05/2024
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.
November 20th 2024 we decided to go to Brake Masters to get our brakes done we added an oil change ..they had told us our car was done we trusted them and we left , They were the last ones that had touch our car we had gotten to a friend's house and our car completely stop no oil pressure nothing we checked the dip stick and when I say I was dry it was dry no sign of oil on it.... so we went to the store bought 7 quarts of oil and put it in the car we started it and our motor had now started knocking we called BRAKE Master explained to them what happen an corporate told me that they apologize and they will buy a tow for us to get it to there shop to fix the repairs and give us a rental so we can celebrate the holidays still with our family's come to find out ..We never got a rental and we had to pay back for the tow THEY paid for
And we were now being told they will not fix our car .. when our car had gotten back to there shop from the tow they put it on the lift and noticed the piston had shot threw the block. They lowed our car and REFUSED SERVICE IMMEDIATELY . We called the store and asked if they can run there cameras and they told us they didn't have any. (WE Have pictures of there cameras) we haven't given up cause we need our car fixed . We have all the documents, emails, pictures, videos ,call logs as substantial evidence that proves my case is justifiedBusiness Response
Date: 12/06/2024
Brake Masters would like to thank the BBB for their
continued support in addressing customer concerns.We have thoroughly reviewed this matter, and below are
the facts, as presented to the customer during the incident and after the
vehicle inspection:Vehicle Condition: The vehicle in question is new
to the customer, which means the integrity of the engine is unknown. Both
the customer and our facility cannot verify the vehicle's previous
maintenance history or the wear and tear it has undergone. If the vehicle
had been improperly or inadequately maintained, or used in a manner not
conducive to its longevity, these factors could contribute to engine
issues. Additionally, as seen in the provided pictures and during the
inspection, the vehicle has been modified for performance (e.g., exhaust
system, etc.).Mileage Post-Oil Change: The customer has driven 1,200
miles since the oil change was performed at our location. If oil had not
been re-added to the engine after the oil change, engine failure would
have occurred much sooner than 1,200 miles.Inspection Findings: During the inspection, both the
oil drain plug (ODP) and the oil filter were found to be tight and not
leaking. Furthermore, the ODP was still marked with our tamper-evident
paint. This alone contradicts the customer’s statements during a call to
our customer service hotline. The customer had claimed to have removed the
ODP, but if this had occurred, the tamper-evident paint would have been
disturbed.Customer's Initial Call: When the customer initially
contacted one of our facilities after experiencing engine failure (on a
recorded line), he stated that he had checked the oil quantity, and there
was oil on the dipstick.Inconsistent Information: However, during a subsequent
call to our customer service line (also recorded), the customer claimed
there was no oil on the dipstick and that he had to add oil. Given the
nature of the failure, any oil added would have spilled out from the hole
in the engine case. When asked if there was a puddle of oil under the
vehicle, the customer responded “no.” This again contradicts the
information provided by the customer, which is being used to accuse Brake
Masters of poor workmanship.Investigation and Customer Communication: After further investigation and a review of the two recorded phone
calls, it became clear that there were inconsistencies in the customer’s
claim. The customer was contacted by our customer service hotline (on a
recorded line) and informed that he would be responsible for towing costs
unless the fault was found to be due to Brake Masters' workmanship. The
customer agreed to this, and the vehicle was towed to the inspection
location.Inspection Conclusion: Once the vehicle arrived at the
inspection location, management reviewed the findings with the customer.
Based on the inspection, it was determined that the engine failure was
unrelated to the oil change performed 1,200 miles prior.The recorded calls are available for review if
requested by counsel.Brake Masters considers this matter closed.
Business Response
Date: 12/09/2024
As it appears there have been ongoing questions about this vehicle.
Also, we would like to apologize, the mileage between service and when vehicle was towed in is 1151, we were 49 miles high in our approximation.
As unfortunate as this situation is for you, the oil change performed by us 11/20/2024 is not related to the failure.
Brake Masters
Customer Answer
Date: 12/12/2024
To whom this may concern,
It is stated that on paper work from break masters that we had gone over 1200 miles since last oil change within 6/7 days.
On the paperwork we have from Advisor - 5969 Jordan M our Mileage was 171478 that was mileage In Mileage out was not written on paperwork that was given to us prior after Oil change was supposedly done . From Technician- 5786 Ray I
attached you will see a receipt That I as the customer Paid for to put in my vehicle cause it had No oil that Brake masters is stating they put in .
when my car had reached brake Masters #185 yes Oil was pouring out but that was the oil I had put in my own car .
Advisor -2194 Adrian C And Technician-2275 Anthony looked over my car but never full diagnosed just took pictures from underneath the vehicle attached is paperwork they send me .
My car was never diagnosed completely it was just looked at from underneath and then refused Immediately.
I am requesting a full refund on what we paid for the Oil change and my car to be fixed .
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