Complaints

This profile includes complaints for Brake Masters of Tucson, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Brake Masters of Tucson, LLC has 92 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Brake Masters of Tucson, LLC

  6179 E Broadway Blvd Tucson, AZ 85711-4028

  
• 

  Brake Masters of Tucson, LLC

  5810 E Speedway Blvd Tucson, AZ 85712-5026

  
• 

  Brake Masters of Tucson, LLC

  1935 E Broadway Blvd Tucson, AZ 85719-5935

  
• 

  Brake Masters of Tucson, LLC

  4656 E Grant Rd Coronado, AZ 85712-2624

  
• 

  Brake Masters of Tucson, LLC

  7855 E Speedway Blvd Tucson, AZ 85710-1626

  

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

• Initial Complaint

  Date:12/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I arrived at the Casa Grande location and told the front desk associate I wanted my front brakes pad changed and resurfaced. At no time did he tell me that resurfacing is not done at his place of business. Instead the manager comes out to sell me new rotors. I refused and only assist on replacing the pads. I was told no warranty and proceeded to continue.
  A week later I am at the car dealership and was ask about the damage clips from my front brake pads on one side and the other side was not even replaced. Costing me more money to have this fix.

  

  Business Response

  Date: 12/12/2023

  Thank you for forwarding to us the complaint of our
  customer, Ms. Span is a valued customer and we appreciate
  the opportunity to respond to 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.

  Furthermore, BrakeMasters has always tried to satisfy all its customer
  when they have experienced a problem.
  

  BrakeMasters appreciates the efforts the Better Business
  Bureau makes in helping us to resolve complaints. 

  I have spoken with the customer and I am currently waiting on other requested documentation. This is as of 12/12/2023 

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Lexus RX 300 had a check engine light with the error code P330 on October 15,2023. I checked with the mechanics nearby and they told me that they do hear any audible knocking sound from the engine and they also told me that it would be ok even if I drive without getting it repaired but advised me to get it repaired if there is any visible shaking to the car. I took it to the Brake Masters Store #103 at E 22th Street on 18 Nov 2023 to get it repaired as I was planning to take it on a trip during the Thanksgiving. The store manager Enrique said he would diagnose it first and check the code and would tell me the repair cost and the cost of diagnostic is $75. After the diagnosis, to repair the vehicle the store manager informed me that it would take around $970.26 and would take around 4 hours. After a couple of hours, the store manager called and told me that repairs have been done and was ready for pickup. I went to the store picked up my car drove home (1.8 miles), It was raining heavily on that day and was in a hurry to head home. After reaching my apartment, while parking I noticed the check engine light came up again and immediately called the Store Manager and wanted to take it back to the store to show them. As soon as I took it out, the car came to a grinding halt with a big knocking sounds like thunders. I called Store Manager and he sent the mechanic who repaired my car and towed the car to the store after around 1 hr. On Monday, store manager told me that master technician told them that engine needs to be replaced. My car was running fine until I took it to them and after the repair, engine blew up. During this time, Store Manger told me that the issue was escalated to the corporate. First Week, Master Technician and second week, legal team was involved . After 3 weeks of time, the representative from corporate office told me up and said the repair was done right however engine had a mechanical fault and hence it was not their mistake. Brake Masters is not owning up the mistake that they did. All I want now is that they own up and repair my car.

  

  Business Response

  Date: 12/05/2023

  As the customer has stated, he has
  driven with an active knock sensor code(s) for over a month. With use during the continued knocking / pinging it is more than reasonable to
  expect other engine concerns.

  
  Knock sensors are devices used in
  internal combustion engines to detect engine knock or detonation. The knock sensor detects vibrations and sends a
  signal to the engine control module (ECM), to prevent engine knock. These knock
  sensors are passive sensors, they are not internal to the engine. To remove
  and replace knock sensors the engine does not have to be opened. 

  
  Engine knock / ping occurs when fuel burns unevenly in your
  engine. After each cylinder’s air/fuel mixture combusts, it will create a small
  “shock wave” in your engine. When these “shock waves” happen out of turn and
  more than one at a time, you hear engine knock.

  
  The quality of the oil is also a
  concern and contributing factor. When inspected after the failure, the engine oil was
  found to be very dark looking. When the oil filter was removed and opened,
  large metal pieces were found inside. This indicates a mechanical failure
  internally. Carfax shows oil being changed at 172858 miles, mileage at service
  is 175641. Low oil pressure, poor quality
  oil or extended oil change intervals will cause excessive sludge and carbon
  build up leading to engine failure. As the reported records show, going back to
  October of 2021, the oil was changed once, the again in October of 2022 then
  again in September of 2023. Once a year oil changes reported.
  
  Carbon deposits build up, the fuel sold
  in the United States is formulated with detergents that work to keep the engine
  clean. Carbon deposits still form on the cylinders. These deposits impact the
  air/fuel mixture, leading to incomplete combustion which will cause engine
  knock. As reported, no fuel system or decarbonizing services have been
  performed. These services clean the combustion chambers, and intake tract removing
  the carbon deposits. 

  
  The knock sensors replaced
  are external to the engine, the replacement of knock sensors will not cause an internal
  engine failure. 

  Customer Answer

  Date: 12/07/2023

  The oil changes are done as per the mileage and not as per the dates cause I do not drive much and it makes no sense in changing the oil every three months based on what you say. 

  If you have found big metal pieces lying around why did you not inform me or why did you not call me and tell me about this when you had 3 full weeks of time? 

  Also I did drive around with the same problem based on the mechanics advice so it is absurd to say your mechanics are right and all other mechanics are incorrect. 

  Also the most important thing which you guys needs to understand is that - If you have repaired the code correctly, why did it come back again immediately after just 3 miles, which basically means that your mechanic has not done a perfect job? 

  Your guys are saying stuff for which you have not shown me as evidence. which means you are lying flat out. 

  Please do not keep saying that it is a mechanical fault and you have done only the electrical part. My engine was fine and after taking it your shop, you guys have damaged and tell me that I need to pay for everything is ripping me off.  

  You are indirectly saying to the world that - you are not trust worthy and do not stand by your words of 3 months. 

  

  Business Response

  Date: 12/12/2023

  The vehicle and oil filter with the metal chunks are still at the location for you to view. The oil was never changed and the oil filter never removed during the initial service. That being said we would never have performed a service without your consent. The knock sensor was replaced and the vehicle was running in the bay after the service. There were no abnormal engine noises at that time. When the vehicle was brought back to the shop for inspection of the internal engine noise and what is failed that is when we took the oil filter off. As stated before we would not have had to remove the oil filter to perform the initial service, as well there were no indicators of internal engine failure for use to investigate. After the service the vehicle ran and drove as designed. 

• Initial Complaint

  Date:12/01/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am very dissatisfied with the service I received at Brake Masters located at **** **** *** ** ***** ** ****** I took my car to get the brakes checked on June 21, 2022. The associate Rick told me It was probably due to my hard braking. I was told all four rotors and the front brakes needed to be replaced. 8 months later in February 2023 I noticed the brakes were doing the exact same thing as they were when I first had the service done in June. I took the car back to Brake Masters on February 18, 2023. When I told Rick what was happening, again he said it was due to my hard braking. They took my car back and told me they had to turn the rotors and it would be a few hours. As soon as I drove off the brakes were making a whistling noise. I then took my car back on February 24, 2023, to have the brakes checked again. I was told the tech did not tighten something and that was causing the whistling noise. The brakes started giving me issues again in October 2023. I did not want to take my car back to Brake Masters and be accused again of hard braking, so I had a mechanic look at them, he replaced the brake pads and when he was finished upon inspecting he noticed the front rotors were the wrong size for my car. They were too small and that is what was causing all my issues the past year since Brake Masters had replaced them on June 21, 2022. On October 09, 2023, my mechanic and I went into Brake Masters and spoke to the manager who after having the car inspected and my mechanic pointing out the invoice had different part numbers for the front rotors and the back rotors admitted they had put the wrong size rotors. He had new rotors put on. I asked him if he would reimburse me the fee I paid my mechanic. His response was well you should have brought the car here. I said why so I could be accused of causing the issue again and the problem not being resolved yet again? I drove the car for a year and four months with rotors that were too small for my car, which is a huge liability, and I risked my life and others by driving my car on Transmountain to commute to work with wrong parts. The manager didn’t seem concerned at all and said he would need to speak with his General Manager ****** ******* but he was on vacation. He asked me to give him a week and he would get back to me. It is now December 2023 and I have yet to hear from anyone. Brake Masters had three missed opportunities to see that my car had the wrong rotors put on. I am requesting a full refund of the $681.22 I paid on June 21, 2022, plus the $140.00 I paid my mechanic who made me aware of the wrong parts that were installed on my car. This is supposed to be a reputable company, yet their incompetence put my life in jeopardy and caused me a huge inconvenience and could have possibly caused damage to my car.

  

  Business Response

  Date: 12/22/2023

  Refund was issued 12/22/2023 as agreed upon with customer. 

  Customer Answer

  Date: 12/30/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20944546, 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,
  
  
  
  ******* *********
  
  
  
   
  

• Initial Complaint

  Date:10/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my vehicle in for back brake pads as that is what another shop told me that I needed. He came back and told me that I needed new pads and new rotors on my front and back brakes and some part that was making a noise… He wanted to charge me $1800… I told him I was only planning on spending $600… He said let me see what I can do so he sent me the easy pay link and I qualified for 600… So he told me I’ll only charge you 1200 but the $600 has to be cash I’m gonna do the work myself Sounded a bit shady, but I was desperate… I picked up my jeep. I drove it home and it runs like crap. I don’t know what work they did on my jeep but it’s way worse than it was.. tonight I was driving and I put on the brakes and it slid to the right , it’s making so much noise that people are looking at me when I drive by . I had taken it back down and he says oh well it’s old so it’s making a lot of engine noise. Funny thing is none of that engine noise was happening until I took it to the shop… Basically he pocketed the $600 I believe probably didn’t replace all the parts that he said he did and broke something inside my jeep… I want my money back and I want this person held accountable . I mean why was he so adamant that the $600 be cash if he wasn’t going to pocket the money?

  

  Business Response

  Date: 12/12/2023

  Thank you for forwarding to us the complaint of our
  customer Ms. Chacon, she is a valued customer and we appreciate
  the opportunity to respond to 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. Furthermore, BrakeMasters has always tried to satisfy all its customers when they have experienced a problem. BrakeMasters appreciates the efforts the Better Business
  Bureau makes in helping us to resolve complaints. 

  After several attempts to speak with customer and invites to have vehicle inspected they have stopped corresponding with us. As of 12/12/2023 we consider this matter closed, as the customer has not returned phone calls or allowed inspection of the vehicle to determine the cause of their concern. 
  

  Customer Answer

  Date: 12/17/2023

  I reached out to the regional manager last week as I had not heard from him. He basically told me it was my place to reach out to him… He continues to ask me to bring it to the shop when I have told him it is undrivable… As you can see on the invoice there’s nothing about brakes or rotors which I was told. I needed brakes rotors and a pull  bar and it was going to be $1800 but he would do it for 1200 as long as the 600 I was paying was cash… And the other 600 was paid by EZ pay… When I finally got the real invoice, I told the regional manager I dont  even want a refund now I want you to pull the cameras and you can see my son paying him cash. I want him charged for robbery your employee robbed your company… Also, if I was driving down the road and my brakes went out I have no proof that they did anything to my brakes because your worker falsified the invoice… The regional manager is of no help. They are taking no accountability and investigating nothing. Basically he’s victim shaming me. . also, if you look at the invoice, he falsified my address that is not my address. Any change one number on my phone number why would he do that… This company is doing some shady stuff and they need to be investigated.

  

  Business Response

  Date: 12/18/2023

  Several attempts to
  speak with customer and invites to have vehicle inspected, customer has declined. Quote from last customer submission " I told the regional
  manager I don't even want a refund now" this was taken directly from the customers last response. 

  1. As the customer has not allowed inspection of the vehicle to
  determine the validity of the situation. 
  

  2. The customer clearly stated in their last response they do not want a refund. 

  Seeing how the customer will not come in and the customer states that they do not want a refund we have no other alternative but to consider this matter closed. 

• Initial Complaint

  Date:10/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Having issue with Brake Master Store #*** out of **********, NM // Store Manager ******. I took my 2019 Subaru Impreza Sport in for service on September 9, 2023 and requested to do Brake flush and Differential fluid exchange for maintenance and paid $315.58. Got my car back around noon or afternoon and when I drove it home from Brake Master (about 5 miles), I heard an unusual accelerating. Drove it that evening towards Albuquerque (about 15 miles) and car broke down on me on the side of the interstate (about 20 miles total). The car was making sound under the front differential like a loud clicking noise even going 1mph. Towed it back to Brake Master for them to check it out and they stated that they did not see anything wrong with it and so they sent it to Subaru Fiesta off of Lomas, Albuquerque. Subaru stated that there was failure to the front differential. This statement from Subaru clearly justify that whatever Brake Master did on the Front Differential, damaged the transmission. Wether the oil was right or not, something had went wrong on the Front Differential that caused the transmission to fail. My car was perfectly running without any issues and after taking it in for differential fluid maintenance, the car broke down on me.
  
  Brake Master towed my car from Subaru Fiesta to my house on October 16, 2023 and it is currently in my garage since Brake Master didn't want to take responsibility for the damage that was done.

  

  Business Response

  Date: 11/17/2023

  It is, and always
  has been, BrakeMasters® policy to correct any deficiencies that occurred
  in repairing and/or servicing a customer’s vehicle. Furthermore, BrakeMasters® has always tried
  to satisfy all of its customers when they have experienced a problem. BrakeMasters® appreciates the efforts the Better Business Bureau makes in helping us to
  resolve complaints.

  
  BrakeMasters® serviced Ms.
  ********* vehicle in accordance with manufacturer’s specifications. Ms. *******
  visited 09/09/2023 and had three services performed: A front differential fluid
  service, a rear differential fluid service and a brake fluid flush service. Ms.
  ********* complaint is focused on erratic behavior and noise from the front differential / transmission of the vehicle.

  
  BrakeMasters® investigated the
  fluid used in the differential. Separate conversations were held with two
  Subaru dealerships, Fiesta Subaru and Tucson Subaru, to confirm the specific
  type of fluid required during the service. This information was compared to the
  OEM repair information on the ALLDATA website. Fiesta Subaru is the dealer
  local to the customer and is also the dealer that performed the diagnostic
  service that determined the transmission fault / failure. The front differential
  fluid and the CVT transmission fluid never commingle and are in two separate
  parts of the same case/shell. The differential fluid was tested by Valvoline, this test
  showed that the correct viscosity (GL-5 75W90), and formula of gear oil was used.
  The testing also shows that there is no excessive metal particulate in the
  fluid. The wear metals are low, with Aluminum and Copper at trace levels,
  (below 10ppm) while Iron is at 20ppm. This is not indicative of the reported
  failure of the front differential. It has been determined that the correct
  fluid was used in the differential service. These findings were again confirmed
  using the information provided from the dealerships, ALLDATA and Valvoline.

  
  BrakeMasters®
  has included in attachments the results of the testing.
  BrakeMasters®
  has included in attachments the technical details pertaining to the service of
  the differential fluid.  
  BrakeMasters® has included in attachments the
  diagnostic results from the inspecting dealership. 

  Customer Answer

  Date: 11/17/2023

  All I can say is, my car was perfectly fine when I took it in for service. I had talked to Subaru out of Lomas and said when they got the vehicle, the Front Differential is already damaged and only you guys, Brake Masters, are the only one that serviced my vehicle for the differential oil. If ever something was wrong with my car before you guys took it, you guys would add some notes regarding my vehicle that something is wrong with it and would not take the car in for the service. 

  Customer Answer

  Date: 11/22/2023

  "Just an FYI, the reason why Subaru said that the oil was the wrong one is because your store manager said that the oil that you guys put in was the 75W20. Subaru dealership has no way to determine what went wrong. All Subaru Dealership know is that when they had received my vehicle from Brake Master, differential was done by Brake Master and Store Manager, ******, mentioned that the oil that was put in was 75W20. Here are the full description that Subaru Dealership said when Brake Master took the vehicle to the Subaru Dealership:  "TOW IN-CUSTOMER STATES FRONT AND REAR DIFF SERVICE DONE AT BRAKE MASTERS WITH 75W20. JUMPY DRIVING, HAS NOISE FROM FRONT END. CHECK AND ADVISE" and here is another comment from Subaru Dealership " VEHICLE WAS TOWED IN AND WAS TOLD HAD 75W20 FLUID, WHICH IS THE INCORRECT FLUID. RECOMMEND REAR DIFF SERVICE TO PUT CORRECT FLUID. WILL NEED TRANSMISSION AND DIFF SERVICE" - With this statement right here, Subaru knew that it was the wrong oil and determined what needs to be done with the vehicle.

  
  

  Is this a setup where your store manager meant to say it this way? That way all that needs to be done is to check the oil and send it to the lab be done with my vehicle? I can also provide records of all the maintenance I have been doing on my car just to prove there is nothing wrong with it before taking it to your store. Once in every 3 months, I would even use injector cleaner to take care of it. Like what I said before, notes shouldve been added as well from your team if there was something wrong with it. I took my car for you guys to take care of it but your company broke my car! I have mortgage and bills to pay and adding to this problem is not making it any better! My vehicle only has 64,000 miles in it and there is no way my car would be in a bad condition until taken to you guys for the Differential oil. 

  
  

  Your company should take the responsibility because your company failed to provide the service I paid for!"

• Initial Complaint

  Date:10/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Aug. 15, 2023 during a visit to Gruelichs auto repair, 41030 N Ironwood Dr, Queen Creek, 480 878 7900, I learned that work previously done by Brake Masters, 21560 S Ellsworth Rd, Queen Creek 480 457 1800 on July 26, 2022 had resulted in frozen front access points for both wheels, and that the right rear access point had been broken off. The left rear access point as also damaged. Gruelichs could not proceed with a brake bleed because of these conditions and said I should return to Brake Masters for repair. When I returned to Brake Masters they denied responsibility, even though no other work had been done on the underside of the car since they had performed a brake bleed and brake replacement for me. During the time they were inspecting the damage, they admitted to breaking off part of the left access point during the current inspection. They said it would cost about $1000 to make the repairs. I asked the corporate office in Tucson to intervene, I should not have to pay for their poor work but have received no assistance.

  

  Business Response

  Date: 12/12/2023

  Thank you for forwarding to us the complaint of our
  customer, Mr. Seaton.

  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. Mr. Seaton is a valued customer and we appreciate
  the opportunity to respond to this complaint.  BrakeMasters appreciates the efforts the Better Business
  Bureau makes in helping us to resolve complaints. 

  Mr. Seaton's complaint has been satisfied my replacing at no charge the components that were required. I have spoken with Mr. Seaton and confirmed that the service has been completed to his liking. As of 12/12/2023 Brake Masters and Mr. Seaton consider this matter closed. 

  Thank you. 

   

• Initial Complaint

  Date:10/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Brake Masters at this location practices unethical and dishonest tactics by recommending repairs customers don't need on their cars to make money. My first visit to Brake Masters was on 9/23/2023 due to a noise I was hearing in the rear of my vehicle. I was advised by the technician and manager that my car needed both rear wheel bearings replaced, which I opted to just replace the right rear wheel bearing at that time. Two weeks later on 10/7/2023 I returned to the same Bake Masters location to have the left rear wheel bearing replaced, after replacing both recommended wheel bearings, the repair did not resolve the initial noise coming the rear of my vehicle but now my car has an additional noise coming the left rear wheel bearing that was just replaced on 10/7/2023 due to improper installation.

  

  Business Response

  Date: 12/12/2023

  Thank you for forwarding to us the complaint of our
  customer, Miss Price. Miss. Price, is a valued customer and we appreciate
  the opportunity to respond to 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. Furthermore, BrakeMasters has always tried to satisfy all its customers when they have experienced a problem.
  BrakeMasters appreciates the efforts the Better
  Business Bureau makes in helping us to resolve complaints. 

  I have reached out to the customer asking for more information. I am waiting on a response. 

  Customer Answer

  Date: 12/12/2023

  I sent this complaint on 10/8/2023.  Brake Master's late response shows how they appreciate and value their customers. 

  

  Business Response

  Date: 12/13/2023

  The customer did not provide any previously information. Currently Brake Masters will consider this matter closed. 12/13/2023 

• Initial Complaint

  Date:10/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document
  ***** **** ** *** *** **** * *** *** ********* ********
  *****************************************************

  

  Business Response

  Date: 11/10/2023

  The customer has been refunded the amount that was overcharged. This matter has been resolved.

   

  -Travis Smith

   

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a weird noise coming from my car I took it to the Infiniti dealership, The dealership identified a twisted brake line, which they promptly fixed for me. Moreover, they informed me that the rotors were never resurfaced and told me to take it back to brakemasters since I already paid for the service and was under warranty. I decided to return to the Brakemasters location that had initially serviced my vehicle at ***** ****** ***** *********** *** However, to my dismay, I discovered that the location was permanently closed. Undeterred, I sought assistance at another Brakemasters location, specifically the one at ***** ********* *** *********** ** ******* At the Orangevale location, the technician pulled up my file and informed me that I was out of the 12,000-mile warranty, leaving me ineligible for any service or assistance. However, I was astonished when I saw the invoice, as it stated my car had 55,000 miles when the brakes were serviced. This information is entirely inaccurate since I did not even own the vehicle at that mileage. To counter this discrepancy, I provided the staff with my last Infiniti invoice from last year, which clearly displayed a higher mileage, proving that the mileage recorded on the Brakemasters invoice was incorrect. Despite presenting the evidence to the Orangevale location, they stood firm in their decision and stated that they could not do anything since it was in the system. This response left me with no choice but to agree to pay for the service once again, fearing the risks of having subpar brakes. I was charged an additional $260 for the service, bringing the total charges to $1060. I tried contacting brake masters through the phone, left messages, email, then finally sending a certified mail to their headquarters and I have received no response at all over the months. I am surprised by this level of unprofessionalism by a business.

  

  Business Response

  Date: 01/02/2024

  Please contact me at the below details, I have worked out a solution for you. 

  I have also cleared up the concern with CarFax as well. 

  We are very sorry you feel the way you do! We
  take great pride in our customer care.
  
  ****** ******* ** ** ********************************
  **** ***** ***** ********
  **** ***** ********
  ****** * ******
  *** * *** ***
  ***** ***

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 9-14-2023 I had scheduled an appointment at 10:30am to have my brakes repaired. I knew my brakes where bad so I was expecting around 400 or so for the repair. After waiting about 30 minutes to have inspection done they came back with an estimate of 1200. WOW ok... well I know they are bad so I agreed to pay. The employee at counter told me it would be 2 hours.... 2 hours later and still waiting. I am a patient man so I keep waiting. Long story short 15 minutes until closing (5:30 5 hours later)they finally offer an explanation that suddenly and mysteriously another component on the brake system broke.. and now its going to be 2392.87 WHAT??... ok whatever this isn't even what my complaint is about. it is this. Before I took vehicle in nothing else was wrong with it expect the brakes... as soon I get the vehicle back it is glaringly noticeable that my suspension is NOT WORKING AT ALL. I feel every little crevice and bump in the road. The car is bouncing all over the road!! It was not like this before I took it in. IDK did it just mysteriously break while they were working on my brakes??. Only explanation they are offering is that I need new struts and shocks for another 1200.00 I don't think so, I believe they should reimburse 1200 from brake job as they are the ones who broke my suspension, so I can take it somewhere else. VERY SHADY on their part and dishonest.

  

  Business Response

  Date: 12/18/2023

  Thank you for forwarding to us the complaint of our customer *** ******** , he is a valued customer and we appreciate the opportunity to respond to 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. Furthermore, BrakeMasters has always tried to satisfy all its customers when they have experienced a problem. BrakeMasters appreciates the efforts the Better Business Bureau makes in helping us to resolve complaints. 

  
  *** ********** complaint is about suspension components. The only components that were serviced during his visit were the vehicle's brakes and a simple oil change. No work or services were performed on the steering and suspension components at all. *** ******** may be experiencing a concern with his suspension components, although servicing the brakes and performing an oil change will not affect these items.
  

  *** ******** has returned to the facility and was given an estimate to address these items of concern. Considering that the vehicle has 140K+ miles on it, the recommendation for steering and suspension components falls well within normal repair/maintenance schedules. As was pointed out to *** ******** the front and rear struts are leaking, this will lead to reduced performance and wear. Thus causing noise. "