Complaints
This profile includes complaints for Brake Masters of Tucson, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 97 total complaints in the last 3 years.
- 32 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/08/2023
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.
Went in to get rear brakes repaired. 14 months after the rear brakes were replaced, I needed new rear brakes once again. Original brakes lasted 120k miles, the ones brake masters installed lasted only 13k miles. Due to the poor workmanship of these brakes, I also had to replace the rear rotors. Had brake masters installed the brakes per Honda specifications, the brakes and thus the rotors would not have had to be replaced in such a short period of time.
Business Response
Date: 12/19/2023
12/19/2023 Billing adjustment has been completed, requested credit has been processed. No further action required.
Initial Complaint
Date:08/23/2023
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 05/24/2023, I dropped off my 2015 Honda Odyssey at Brake Masters store #222 to have my timing belt and serpentine belt replaced. The store manager asked me to pick it up the morning of 05/26. I had great confidence that they will be doing a good job. On 06/05, the car started jerking while shifting gears and the check engine light turned on. I went there, they check and the computer read an error code P0685. The store manager told me to go to the dealership to have it checked because it’s not related to the work they did. My husband drove it to check what was going on, whule driving on the freeway the lights on the dashboard started glitching. So he called Brake Masters and manager told him we need to go to the dealership because it’s a computer problem and they can’t fix it.
The next morning, I went to Honda dealership to have it check. The service advisor told me it will take at least 2 days to have them complete the diagnosis due to a number of cars ahead of me.
I called in the afternoon to check, he said the technician and him drove the car and didn’t see anything besides a lower tire pressure. So I explained to him that was impossible because we just had glitches when husband drove it. When I was about to get my car, advisor called me stated that he saw the glitching when he test drive it again, explained to him I had timing and serpentine belt replaced, so he told the tech to checked around where the work was done. Lo & behold one of the connectors to the ECM was not connected properly resulting to P0685 error code that was close to the timing belt.
I have copies of
- screenshot of error code diagnosed by Brake Master
- screenshot of what connector was loose
- copy of receipt from Honda dealership
- receipt of Uber and rental car
06/08: Per store manager he will talk to his boss to get reimbursement.Business Response
Date: 12/20/2023
Thank you for forwarding to us the complaint of our
customer, ******** ******* *** ***** 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 tried several times to reach *** ****** and the phone number is no longer accepting calls. Hopefully she reads this and reaches out to me. The customer can reach us at, Toll Free: (**** ********
Thank you
Initial Complaint
Date:08/22/2023
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.
see Attached documentBusiness Response
Date: 08/23/2023
What is the complaint nothing attached to review?Initial Complaint
Date:08/18/2023
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.
Car: 2000 BMW 528i
Date: August 15, 2023, Tue
Brought car to Brakemasters #133 in Orangevale CA to check a pull to left when braking
After two hour wait, was told that rotors are thin, and a whole replacement of front brake system is needed to fix the problem. This includes new rotors, pads, calipers, hoses.
Relented to recommendation and was told Thu for pickup
Date: August 17, 2023, Thu
Pickup at around 4pm
Was told that brakes are now good, but there is still a slight pull to the left when braking. This was the reason to bring the car to the shop and this was not fixed. Was told that since it's a BMW that they could not fix the problem and for me to bring the car to a European specialist down the road. This is after spending $1647 for a service that I might not have needed, except maybe for the rotors, since I was told that the all the pads are "10" which I understand is an excellent brake pad rating.
I was not told what the possibilities are, i.e. that I might still have a pulling issue even after a complete replacement of brake parts. After a large charge amount, I expected that the symptom will be fixed.
I had asked if I could bring the car back if the pulling does not go away. I was told that they could not fix the problem, and that I should bring it to a European shop. (They could have told me this before at the checkin, and I could then pay whoever can fix the problem.) This is unacceptable since they did not fix the problem that I brought the car in for in the first place.
I would like a refund so I can bring the car to a shop that can fix the problem.
I agreed to pay the amount charged, and I expected for the issue to be resolved. However I was not told about the possibility that they might not be able to fix the problem when I brought the car in. If they did, I would have brought the car to another shop.Business Response
Date: 01/02/2024
We are very sorry you feel the way you do! We
take great pride in our customer care. We would like to know more about your
situation and explore possible solutions.
****** ******* ** ** ********************************
**** ***** ***** ********
**** ***** ********
****** * ******
*** * *** ***
***** ***Initial Complaint
Date:06/12/2023
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 issue was on 6/12/2023. The manager (Enrique Valenzuela) said it was a good idea to get new spark plugs which I agreed but didn't tell me how much till the end, and when I asked about the price he essentially said that's just the way it is, and Brake Masters up charged to make money. When I asked how is it that I was charged double from what the spark plugs were selling for online that is what he said. And I also got an oil change and wasn't charged the amount he said I would be charged with that either. I would consider that fraud. This is the Brake Masters store number 103 at 7085 E. 22nd St. Tucson, AZ 85710. I am upset because he was not transparent about the prices, and seemed like they charged whatever price for the service. I am glad I didn't go through with the royal flush he was recommending as well. He also never told me if the mechanics did a multi-point inspection. I doubt they did because my seatbelt light indicator was still on after the service.Business Response
Date: 06/19/2023
Customer came in requesting a price on spark plugs. After the price was given to the customer he approved the the service and repairs. After said repairs were complete the customer called and advised that he could get the parts cheaper on-line. It was explained to the customer that we are a full retail service center and mark up our parts with the propers guidelines set by the company. The spark plugs are in the customers vehicle at this time and no refund will be processed as the customer agreed to the original price.
Timothy Harpant
Customer Answer
Date: 06/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20177301, 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,
Matthew Wilcox
Initial Complaint
Date:06/07/2023
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.
Transaction date was 6/6/2023 from store 234 // Associate James
I inquired about work needing to be done on my car. I was given a quote for $1958.76. The associate advised that I needed brakes and pads (which he had in stock) and that he would need to order 2 control arms that were bad (at $183.03ea) and 2 ball joints (at $84.73ea). We scheduled the work for 6/12, I was asked to place 10% down-which I did ($195.87). However, after receiving a second quote- less than an hour later, I was advised that I did not need the items that Brake Masters attempted to charge me for. I called Brake Masters #234 and spoke to the associate that I set the appointment with, and he agreed that I did not need the entire control arm but its too labor intensive to replace the bushings (which is all that needed replacing at $20.00ea). He offered to match the other quote that I was given to keep my business. I stated that I would be doing the brakes and the control arm elsewhere but, considering how I paid $195.87, I'd like to apply that to other work that needed to be done. the associate refused that offer and stated that the $195.87 will be applied to a 10% restock fee. Nothing ever was mentioned about a "restock fee" in our previous conversation NOR is it on the quote provided. 'IF' there is a restock fee, I should have been given proof of purchase and charged for the part ordered, not 10% of the quote-which includes labor, taxes, brakes and rotors (that was in stock). However, the associate acknowledged that I did not need the control arm, just the bushings, so any "restock fee" should not be my responsibility, as the part was not needed. I have always used Brake Masters (first time at this store), never with any issue. But to be charged $195.87 for nothing, is a horrible business practice. I would've understood being charged for diagnostics, but there was no charge for that. I offered to have work done that the $195.87 would've covered, but the associate refused that as well.Business Response
Date: 06/13/2023
Refund processed for $195.87Initial Complaint
Date:05/16/2023
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.
Having issues with Brake Masters refunding $192.00 that they over charged me on February 23, 2023, for labor at the Brake Masters location on 5180 W. Peoria, Glendale, AZ 85302. The manager acknowledged that I was overcharged but I have yet to receive payment. He keeps saying he called the Corporate Office numerous times, and they are not responding. He is unable to refund the amount of $192 and every time I go to the store, he keeps telling me they will be sending out a check. As of May 16, 2023, we have yet to receive any payment. The amount of $904.68 was paid via Visa card in the name of Rachel B Ponce as I was only approved for $2,300.00 by EasyPay. We would like to get this issue resolved as soon as possible as we are now getting the run around. We would appreciate your assistance in this matter.Business Response
Date: 05/25/2023
Refund posted back to the bank card. Should see in 2 to 3 business daysCustomer Answer
Date: 05/30/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20067127, 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:05/15/2023
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.
5/9/23
1900 dollars was paid
I bought my car in for breaks and I was told over the phone I need control arm's and a assembly kit and other parts for my breaks and it would take 4 hours. It end up taken 2 full days.i had to go to work the next day so my wife want to pay and pick up my car so when I got home I looked at the receipt it only had 4 parts no kits and they changed me 3 times for the same part .Business Response
Date: 05/25/2023
Upon the agreement of the Area Manager and the customer a refund was issued and processed for Mr. Naranjo/Initial Complaint
Date:04/19/2023
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 am writing to express my disappointment and frustration with the service I received at Brake Masters, Store #146, located at 15550 N. HAYDEN RD.SCOTTSDALE, AZ 85260
On March 30, 2023, and again on March 31, 2023 I visited the store with a coupon for a synthetic oil change that included a tire rotation, as stated on the coupon. However, my experience did not meet my expectations, as I was Overcharged!
I presented a Brake Masters coupon entitling me to a $59.95 synthetic oil change that was supposed to include premium Full Synthetic oil, drain and fill engine oil, replace engine oil filter, check and fill under hood fluids, perform courtesy inspection, lube chassis - where applicable, and tire rotation upon request. However, I was not offered a tire rotation during my visit, despite it being clearly stated on the coupon.
Furthermore, I was charged $52.95 for the oil, $7 for the oil filter, $20 for labor, and $3.50 in fees, which totals significantly higher than the advertised price on the coupon. I was not provided with any explanation for these additional charges, and I find this discrepancy unacceptable.
The very next day I brought my second vehicle to the same Brake Masters with the same coupon:
I was charged a higher rate of $58.94 for the oil, $6 for the oil filter, $20 for labor, and $3.50 in fees, which totals significantly higher than the advertised price on the coupon again! I was not provided with any explanation for these additional charges, and I find this discrepancy unacceptable.
As a loyal customer of Brake Masters, I have always trusted your company for quality service and fair pricing. However, my recent experience has left me disappointed and dissatisfied. I believe that the service I received was not in line with the coupon I presented and the prices advertised, and I would like to request a refund of the overcharged amount and an explanation for the lack of tire rotation.
Brake Masters #*** Work Order #******* Work Order #*******Business Response
Date: 04/25/2023
Our Area Manager contacted the customer and went over the customer's invoices and explained our fees and pricing and customer agreed that they are the same as . No refunds will be issued as all discounts were applied.Customer Answer
Date: 04/25/2023
I was not contacted by the area manager and no explanation was given.
The coupon clearly states that labor is included along with the oil filter.
I suggest that you honor your coupon and reach out to me.
Business Response
Date: 04/25/2023
Brake Master position has not changed and the customer decided to thru the BBB. Our Area Manager ***** ****** spoke to the customer as I visited his call logs to verify he spoke to the customer. At this point Brake Masters considered the matter closed as the service was provided and customer paid for those services.Customer Answer
Date: 04/26/2023
This is a lie. No such conversation ever took place.
Please provide the telephone recording that you reviewed.
further more, you responses do not address the facts that your coupon includes labor and parts. You charged me labor in addition to the coupon price.
I will also be sending a complaint to the States attorney office along with my previous Brake Master receipts where I was not overcharged for labor and parts. along with my current bills where you have overcharged me.Initial Complaint
Date:03/20/2023
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.
Brake Master #229 had truck for over 7 weeks to repair. Returned several times afterward to fix exhaust leak, engine check light and squeeling sound
Brake Master returned truck as "unrepairable". Took truck to Affordable Diesel, reaired in few days and they documented parts and labor required to fix what Brake Master did wrong and fixed problem Brake Master said was unrepairable. Asked Brake Master to reimburse the $2713.57 paid to fix damage done by Brake Mastet #229 and to help with documented $2067.93 parts overcharged. After several vmails, text messages answered email Brake Master and its area manager has not replied to us. Please help us, we can provide details and timeline of all activities. We have been taken advantage of and do not feel we should pay for parts broken and work that had to be redone elsewhere.Customer Answer
Date: 03/27/2023
Re: Complain # 19624414 Brake Masters has reported the reimbursement requested is being processed and should appear on my credit card in 5-7 days. Please close this complaint.
Sent from *** ****** (*********************)
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