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:08/08/2024
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.
I went to get my vehicle fixed by break masters and, the messed up my car by oil leakage which caused damage to the alternator. And then they refused to fix it.
Business Response
Date: 08/09/2024
The actual customer is the Welfare office of Nevada. Brake Masters has communicated with them several times and we have included the emails back and forth in this response.
Ms. Gloria Roberts is no longer welcome to call / visit or do business with Brake Masters from this day forth.
Ms. Roberts has threatened to kill one of our employees and verbally assaulted another. On one visit she brought with her friends that were also trying to intimidate the sales staff.Whatever the concerns with her vehicle are now are not related to the past services that were performed.
Formal notice was given to the Welfare office of Nevada that Gloria Roberts is no longer welcome at Brake Masters, she is no longer welcome to call ANY Brake Masters location.
Gloria Roberts has stated on a recorded call that she was told by your office that she can demand and force our facility to service her vehicle. This conversation is available by request.Attached are the emails from the Welfare office that contradict her statements.
Brake Masters considers this matter closed. 08/09/2024
Initial Complaint
Date:07/17/2024
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.
The check engine light was on. I was afraid to drive home. I took the car to brake masters & they told me I needed an alternator. One week later the light came on again & took the car to Auto Zone so they could tell me with the computer what the problem was. I contacted brake masters coperate off & they told me to take the car to another Brake Masters for a heat test. Took the car to brake masters near me… & they didn’t know why I was there & they put the computer on & couldn’t tell what the problem was because auto zone said it was a. Valve & reset it. Brakemasters told me to come back when the check engine light was on. I drive the he car 20ft & the light was on , they checked it & said it was my transmission & cleared out all the codes.
The problem clearly was not the alternator cause the check engine light came back on. I feel I was charged 900.00 & the work was done.
I continue to get someone from brake masters to call me back. I need help to resolve this froblem before easy pay takes 180 out.
Thank you
Deborah QuarzBusiness Response
Date: 07/17/2024
Brake Masters would like to thank the BBB for their continued help in resolving matters with our mutual customers.
The customers first visit was July 1, 2024 for the battery light being on, the check engine light was not illuminated. The alternator was tested and found to be charging below the required voltage. The customer was made aware that the alternator was required to rectify the battery light that was illuminated on the dash. The customer agreed to the replacement and the service was performed.After this service, the customer called Brake Masters customer service on a recorded line and explained the details of the first visit. The customer states that the alternator replacement was explained to them, and why.
Ten days and 282 miles later on July 11, 2024 the customer returned to a different facility. This was coordinated by, with and through the customer service department, with a concern of the check engine light coming on. The vehicle's alternator and computer were scanned and tested. Fault codes for the transmission were found. There were no faults noted regarding the alternator, as it is performing as designed and is no longer malfunctioning.
Unfortunately for the customer, the check engine light and the transmission faults that were present on July 11, 2024 are not related to the alternator that was replaced.
The second visit July 11, 2024 the cost of the diagnostic service was waived as a show of goodwill, this was a $160.00 value.
The recommendation to have the vehicle evaluated for transmission concerns still stands, we recommend either the Nissan dealer or a qualified transmission specific facility.
There are no grounds for a refund. As a final show of goodwill, if the customer returns the alternator and our vendor will take it back. *This is not guaranteed that the vendor will allow the return** If they do, Brake Masters will provide instore credit for the amount of the part.
Thank you,
Brake Masters.Customer Answer
Date: 07/30/2024
Following up with/ my complaint re. Brake Masters. I brought my car to my Mechanic… he used the meter to tell why the check engine light was on . The light is on do to the vapor valve. I guess the bottom line to my complaint Break Master never tested to find out why the check engine light was on. When I was referred to the breakmasters near my house.. never performed the heat valve test like they were supposed to… they didn’t even know why I was there. I’m out 900 for something I didn’t need… & I don’t need a transmissionBusiness Response
Date: 07/30/2024
Brake Masters would like to thank the BBB for their continued help in resolving matters with our mutual customers.
The customers first visit was July 1, 2024 for the battery light being on, the check engine light was not illuminated. The alternator was tested and found to be charging below the required voltage. The customer was made aware that the alternator was required to rectify the battery light that was illuminated on the dash. The customer agreed to the replacement and the service was performed.
After this service, the customer called Brake Masters customer service on a recorded line and explained the details of the first visit. The customer states that the alternator replacement was explained to them, and why.
Ten days and 282 miles later on July 11, 2024 the customer returned to a different facility. This was coordinated by, with and through the customer service department, with a concern of the check engine light coming on. The vehicle's alternator and computer were scanned and tested. Fault codes for the transmission were found. There were no faults noted regarding the alternator, as it is performing as designed and is no longer malfunctioning.
Unfortunately for the customer, the check engine light and the transmission faults that were present on July 11, 2024 are not related to the alternator that was replaced.
The second visit July 11, 2024 the cost of the diagnostic service was waived as a show of goodwill, this was a $160.00 value.
The recommendation to have the vehicle evaluated for transmission concerns still stands, we recommend either the Nissan dealer or a qualified transmission specific facility.
There are no grounds for a refund. As a final show of goodwill, if the customer returns the alternator and our vendor will take it back. *This is not guaranteed that the vendor will allow the return** If they do, Brake Masters will provide instore credit for the amount of the part.
Thank you,
Brake Masters.Initial Complaint
Date:06/03/2024
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.
Need them to repair my vehicle or refund me to the full amount $511.43 for not honoring my warranty.Business Response
Date: 06/04/2024
Thank for bringing this to our attention. We appreciate the assistance from the BBB in resolving customers concerns.
We have included the documentation from the customers last visit. There are no warrantable items that we can help with. There is very evident impact damage to the front wheel/tire that caused a blowout and damaged the wheel well, the spindle, the front brake system and the wiring harness. There may be other injuries, we are not a collision repair facility so the inspection would be better performed by them.
Thank you,
Christian S
Consumer Affairs Mgr.
Initial Complaint
Date:05/31/2024
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.
I went in for an oil change and brake inspection. My windshield was fine, once I drove off from the business I noticed an extremely noticeable crack in the middle of the windshield. I went back to the business and showed them the damage. I was told I didn't before because of the sun and the glare didn't face on my way to my appointment. Then I was told a rock caused the damage. The man looked at me like I was trying to run a scam. That crack is very much noticeable and I was dismissed. I wasnt in the mood to argue and I waited there long enough.Business Response
Date: 06/05/2024
Hello thank you for your help in this matter. We appreciate the efforts of the BBB with resolving concerns with customers.
The document included demonstrates that the windshield was cracked prior to us taking position of the vehicle. Thank you,
Consumer Affairs Mgr.
Business Response
Date: 06/05/2024
Hello thank you for your help in this matter. We appreciate the efforts of the BBB with resolving concerns with customers.
The document included demonstrates that the windshield was cracked prior to us taking position of the vehicle. Thank you,
Consumer Affairs Mgr.
Initial Complaint
Date:05/14/2024
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.
I received a rear brake pad replacement at Tracy, CA Brake Masters on 3/8/24. I was advised by AM Christian Anderson that Brake Masters does resurfacing for free with pad replacement. I agreed. He also advised me that there was no warranty on the parts because I brought my own brake pads, I said that was fine.
After receiving my vehicle (2019 Acura TLX) back, I noticed a light squeak on the rear brakes. I thought it would go away, but it has not. I brought my vehicle back to Brake Masters today (5/13/24) and after they completed a check of the rear brakes; I was advised again by Christian that I needed to have my rotors completely replaced. I asked him how was it that my rotors need to be replaced if I just had them resurfaced? Christian stated that it was because the rotors are too thin from the resurfacing. He also stated "I never resurface these type of cars because they are too thin and will cause problems." I said, why would you suggest that I get resurfacing when I came to get my pads replaced? He said "I didn't know what kind of car you had, I rarely check and besides you don't have a warranty".
Christian has caused me to now need new rotors because he could not take 3 seconds out of his day and realize what kind of car I have to give me accurate mechanical advise. When I confronted him about this fact he became defensive and shouted the corporate number at me when I asked for his business card. He also stated "Corporate will only tell you, you don't have a warranty so they can't do anything".
To address this concern please contact me and/or remit payment for the labor I paid ($180.00) on 3/8 and/or let me know when I can come to get a FREE rotor replacement.
Assistant Manager Christian Anderson has caused significant damage to my vehicle and KNOWINGLY did so under the hopes that I would return for additional service and pay more money for new rotors after the INTENTIONALLY resurfaced mine, despite KNOWING that my rotors are too thin for this service.Business Response
Date: 05/17/2024
Initial Complaint
Date:05/13/2024
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.
I have been doing business with this location for 10 years. They even had an equipment failure that caused my truck to be totaled. I had my van in on this visit as the passenger power window would not operate. They proceeded to tell me it would be a $140.00 diagnostic fee, which I told them I had never been charged before except for engine diagnostics which makes sense. This typically takes approximately 10-15 minutes to diagnose a power window problem. After they checked it out, they called me with the price to replace the window motor which I did not have a problem with. After the repair was done they called me to let me know that they had finished and that they were going to charge an additional $70.00 for removing the tape residue from the glass which I told them I would not pay. When I returned later to the shop the presented the bill which was higher than they had told me it was. I didn't have my glasses with me so I asked why it was higher, I was told because of taxes. When I got to my car, I got my glasses and found the increase was for removing the tape residue from the glass and weatherstripping which was evident hadn't been done. They insisted it had been done. It is still on the window as of this complaint in case their corporate wants to see it. The whole experience with the current staff was unprofessional. The worst thing this company has done is no longer having Marshall as the manager when it comes to customer service or charging the appropriate amount for a repair. I received a call from the Manager on Monday, not to discuss the issue but to threaten me on behalf on one of his employees. Employee claims I hit his car with my door, which would be impossible as I kept my leg on the outside of the door while photographing the window. I will not deal with the manager any longer, only someone from the regional or corporate office. ***** ****** ** ************Business Response
Date: 05/17/2024
We would like to know more
about your situation and explore possible solutions.
Please contact us at [email protected]
Fax: (520) 448-2532
Monday - Friday
8am – 5pm MST
Thank youInitial Complaint
Date:04/23/2024
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 9/30/2023 I went to break master location number 226 on 2721 W. Peoria Ave., Peoria, AZ. I was seeking professional help to replace my brake pads and rotors. I bought my own equipment with me that I have receipts and purchased from americanmuscle.com I briefly spoke with management and they said this is something that they would love to do for me and take on my business, they told me the whole process a couple of hours and cost me a total of $366.23. I gladly paid and went for a walk and came back when my car was done fast forward to the date 04/14/2024 I was leaving work and when I was in reverse, I felt resistance and heard a grinding noise from the rear of my car. I continued my drive home and heard grinding noise coming from somewhere when I got home I looked under my car and the Lower half of my brake caliper was pressed against my rim, and the upper half was clinched against my rotor Causing damage to All components (rim rotor caliper and brake pads) And there was a bolt missing that was not properly secured I'm assuming I had to get car towed to the shop and The employee that signed off on the invoice from initial visit was claiming no responsibility But nevertheless, the labor was under warranty And they fixed it. Which leaves me to foot the bill from all the damages. I've consistently reached out. Spoke to a Terry In customer service who has been giving me the runaround for a week now and passed my number over to a Christian Smith who seems to be doing the same thing I presented pictures of the damage and everything that went on And I am getting nowhere. This whole ordeal could've costed me and my Family our lives I am extremely upset with the poor service and lack of responsibility and after reading other complaints I feel this business needs to be under investigation as well as the employees for proper Certifications and Unfair business practices.Business Response
Date: 04/26/2024
Mr. Abel Aguilera is a valued customer and we are happy to
satisfy any questions in regard to this complaint.
On 09/30/2023 Mr. Aguilera visited our Peoria, AZ. location
for brake services on his 2016 Dodge Charger. Mr. Aguilera provided brake parts
for Brake Masters® to install. The front and the rear brakes were addressed
upon this visit as well as a brake fluid flush being performed. After this
service a test drive was completed to verify the repair for completeness and
safe operation.On 04/15/2024, more than six months later, Mr. Aguilera had
his vehicle towed to the facility stating a brake caliper was missing a bolt
and this has caused damage.
Upon inspection Brake Masters identified that a brake
caliper bolt was indeed missing. The left rear corner of the car that was
affected by this missing bolt also had a newer, different than the right rear
side, control arm installed. During the conversation with Mr. Aguilera, he stated that he performed the control arm replacement. The overlapping design of the vehicle demands the
control arm to be removed / loosened and articulated to access the caliper
bolt. Conversely to install this new control arm the caliper would have to be
removed.
During the conversation with Mr. Aguilera he disclosed that
there had been several thousand miles between the most current visit and the
original visit installing the brakes. If the caliper bolt had been left out or
loose a problem would have presented earlier than his most recent visit.
With consideration to the six months between visits, the
mileage difference as well as the inconsistencies of the situation. Brake
Masters®
will not be providing any further resolution than what has already been completed.
Mr. Aguilera states that he and a representative from Brake
Masters®
spoke and he had not heard back from this person. Mr. Aguilera was asked to email
pictures of the state and damage of the car and those pictures were never
provided. Mr. Aguilera called and left a voicemail with customer service
stating that due to him not hearing back from Brake Masters he would retaliate
and submit this complaint.It is and always has been Brake Masters policy to correct
any deficiencies that occurred in repairing and/or servicing a customer’s
vehicle. Currently we are unable to assume any liability in this matter, and
consider it closed.
Thank youCustomer Answer
Date: 04/30/2024
I want to address a few things in the correspondence from Brake Masters. I Never disclosed To any of the employees that Any repairs have been done to my vehicle specifically in the area where the damage is done (control arm) and the statement about my mileage is false I have the invoices from break Masters to prove it from both visits so both are completely false. So to answer your question, no I did not replace any parts on my car that could've led to me removing bolts that may have caused The brakes to malfunction. Also, Christian Smith never received my pictures and emails because the email he gave me was a false email that was not valid so out of Frustration from being bounced around from one employee to the other on three different occasions I did notify that I would be reaching out to the BBB I am well within my right to be upset for the complete disregard for my safety and unwillingness to address my concerns. This is going to be my final attempt to resolve this matter if not, I will reach out to a lawyer and pursue a civil lawsuit and expose all of the wrongdoings because it has been a complete mess from start to finish
Business Response
Date: 05/02/2024
Brake Masters feels we have honored our warranties and obligations with this customer. As well, with the customer looking to get legal advice we will consider this matter closed..
Thank you
Initial Complaint
Date:04/22/2024
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.
I prayed Brake Masters 346.86 to replace my PCV valve and the cranker hose. I've provided a picture of the repairs in which they did which were not done right I also send a picture of the correct piece that should have been applied to the PCV valve in addition I've sent the receipt of the visit upon calling Brake Masters they are not returning my phone calls my car is not yet fixed and I've had to put it in the shop to get that whole problem fixed again regarding the PCV valve thank you so much in this matter if you have any questions call my number please ************Business Response
Date: 04/25/2024
Brake Masters has previously responded to the BBB complaint from New Mexico with the same message. The customer submitted in her response that our reply was acceptable .
It is and always has been Brake Masters policy to correct any deficiencies that occurred in repairing and/or servicing a customer’s vehicle. Furthermore, BrakeMasters has always tried to satisfy all its customers when they have experienced a problem.
Mrs. Williams, you have visited our locations several times. After these visits other mechanics work on the same vehicle's systems that we have. Normally this would void any warranty. As a show of good will Brake Masters has gone above and beyond our own policies. As a courtesy we have assisted you in your repairs, even if we were not responsible for those repairs.
Mrs. Williams your last visit you mention the replacement of the PCV/Intake parts. Upon investigation with the store, the technician and the area manager, we have concluded that the reddish substance was not applied at one of our locations. You did provide pictures, we used those in our investigation.
Considering that there has been more than one mechanic working on the vehicle and we want to alleviate and further confusion we respectfully insist that you visit a different automotive service facility for future repairs. As Brake Masters will no longer be servicing your vehicles.
Thank you
Brake MastersInitial Complaint
Date:04/12/2024
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.
Update on 4/11/2024
I received my car back after taking it to a different Brake Masters (***** * ***** ****** *** ******* ** *****). On the drive back smoke was emitting from the hood of the car. The mechanics once again improperly placed a 20A fuse for the AC when there should have been a 15A fuse. The car is unsafe to drive and damaged. I am no longer seeking for Brake Masters to fix the car as 2 attempts have been given. I am seeking a refund and compensation for damage to vehicle. Additionally, dashcam videos show mechanics joy riding vehicle while teaching other mechanic how to drive manual transmission with my car. With the slurry of expletives and level of instruction no judge would believe this was a legitimate test drive. Car mat and fuse puller are also missing from vehicle.
Original letter left with Brake Masters in Peoria on 3/23/2024:
On Thursday March 14th I dropped my car off at the Surprise, AZ Brake Masters located near Bell Rd. and Grand Ave. The purpose of this letter is in regard to the AC work performed.
The main issue with the air conditioner when dropped off was with a 15 amp fuse that repeatedly would blow. After inspecting the vehicle, I received a call from Brake Masters that I needed a new compressor. I agreed to pay additional labor fees, despite the air conditioner being completely replaced a few years earlier by Brake Masters.
After receiving the car back from Brake Masters on Saturday March 16th and driving a short while on the freeway a horrific grinding noise was heard along with a burning rubber smell. The car also appeared to surge and struggle somewhat moving forward as I believe the serpentine belt was impeded and likely damaged. After pulling over and examining the fuses I was surprised and concerned that a 20 amp fuse had been inserted where a 15 amp fuse was supposed to be for the air conditioner.Business Response
Date: 04/15/2024
Thank you for bringing this to our attention. Brake Masters appreciate the BBB's assistance in resolving matters like this.
As of 04/15/2024 Brake Masters has reached out to the customer with a settlement offer. We are waiting to hear back.
Thank you,
If you would like to discuss this: [email protected]
**** ***** ********
****** * ******
*** * *** ***
***** ***Customer Answer
Date: 04/20/2024
Over the phone Terry from Brake Masters offered $2000 as his "last and best" offer. I have since contacted Brake Masters telling them I would accept the offer, however it appears they have reneged on their offer as they now want an invoice describing what specific electrical fault is the problem. I have already provided a quote and explanation from Ford. The issue with the car is that it is not drivable and smokes. The car had to be towed to a dealership simply to get inspected. The mechanic at the Peoria Brake Masters even stated the "Max AC" function was not functioning properly. The cost to repair the car is over $2200 according to the Ford Service Center in Peoria, AZ.
Below are the emails with Brake Masters.
Over the phone Terry offered $2000 to settle this matter. Since I already paid nearly $1700, this is essentially a refund for the work performed. I provided an invoice to show that the car is damaged. I am not going to chase a moving target as you keep changing what you want on every email. If you are not going to pay let me know now so I can take the necessary next steps.
Hide quoted text
On Apr 20, 2024 5:41 PM, Christian Smith <[email protected]> wrote:
Hello David,
Maybe my last email was unclear, I require the paid invoice from the work that the dealership has completed. This invoice will have to describe the electrical fault that caused the internal fault of the AC system.
As I read the screenshot you sent me, the compressor failed due to internal debris not electrical concerns.
********************************
************ ******
************ *** ****
************ *****Business Response
Date: 04/22/2024
Brake Masters is committed to resolving and addressing problems that arise resulting from services that we provide.
We have been communicating with Mr. *******, one of our requirements is to have proof of faulty service. This is for several reasons, I will describe two. First, we can use the third party inspection as a teachable moment so future problems can be avoided. Second, is to verify that what we are addressing something related to the service we provided.
Mr. ******* has stated that the electrical repairs that were provided by Brake Masters are the root cause to his AC failure. These electrical repairs were performed by a third party who are experts in automotive electrical repairs. They are ranked in the top 10 of automotive electrical repair facilities in the Glendale/Phoenix area.
Mr. ******* emailed a screen shot of the conversation he is having at the dealership, we have included in this response. This screenshot demonstrates the AC failure is from debris internal to the AC system not an electrical failure.
It would be a more fortunate situation if the dealer that Mr. Spanger visited explained that any fuse will blow if the AC compressor seizes and fails. The fuse controls the external electronic clutch on the AC compressor. As a failsafe this allows the vehicle to operate even with a clutch or fuse failure. The external clutch will spin freely allowing the belt to continue to travel along the pulleys on the engine. Unless the AC compressor fails internally, related to debris, as stated by the dealer. With debris causing the failure, the clutch will lock in place and the belt will be forced over what is now a stationary pulley. This condition will cause smoke, noise and possible belt failure. The exact conditions that Mr. ******* experienced.
Brake Masters has asked Mr. ******* to provide evidence of the electrical fault and he has proven that the fault is not electrical.
Regardless, Brake Masters is going to stand by the offer made to Mr. ******* by the area manager. We will be providing monetary compensation to Mr. *******. Brake Masters still requires the release form signed prior to moving forward.
Thank you,
Brake Masters
Customer Answer
Date: 05/10/2024
There has been no paperwork/release or communication received from Brake Masters in regard to their monetary offer.Business Response
Date: 05/17/2024
The customer has submitted a chargeback on the credit card he used to pay for these services.
We have spoken with the credit card company and have submitted our rebuttal. We were informed that with the documentation that was submitted our rebuttal is very strong and the case should fall in our favor.
The customer's submitted documents to support his chargeback were incomplete. He did not submit the screenshot that verifies that Brake Masters is not at fault for the failure of his AC compressor. This screenshot is included in this BBB complaint. Also not included in the documents he submitted with his chargeback is our last response stating that we were willing to compensate him even though we were not at fault.
Considering the items omitted in the chargeback and that the customer has consistently refused to comply with the requirements of our refund process we are herby resending our offer of compensation out of goodwill.
Brake Masters will only offer to compensate for the the AC work done on the vehicle in question and not the other components that are in fine working order. The customers chargeback reflects the entire invoice when his complaint is only as stated by him, the AC compressor failure. There is not equitable ground for Brake Masters to refund out of goodwill the items that are still serviceable.
The customer is welcome to communicate with Brake Masters customer service in the future, as for now we are considering the BBB complaint closed.
Initial Complaint
Date:04/03/2024
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 2/10/24 I had Brake Masters in Lake Havasu City replace a power steering pump on my 2014 Ford Edge. The cost was $588.58 and I charged it on my CitiCard. On March 10th I was on Highway 40, leaving Lake Havasu City, going to Prescott Valley and I lost all power steering. I was at the Ashfork truck stop exit and was able to exit to a parking lot. I called AAA and my car was towed to Jim's Auto Clinic in Prescott. On 3/12/24 I heard from John with Jim's Auto Clinic and he said the work done by Brake Masters was not done correctly and caused my loss of power steering. John took pictures and even called Derek at Brake Masters. After numerous calls to Derek he said that a credit was to be place on my credit card. This was Thurs the 21st of March. After numerous calls, again, to Derek he now tells me it could take 7 to 10 days. I have not received any credit much less a call back from Derek.Business Response
Date: 04/12/2024
Thank you for passing this to up, we appreciate the efforts of the BBB in resolving these matters.
The full credit for this customer has been processed 04/10/2024
Thank you,
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