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.

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  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:03/20/2023

  Type:Customer Service 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.

  After multiple visits to Store #224 my vehicle was still not fixed correctly. The last time I picked up my car at store 224 on Thursday February 16th, they had damaged my vehicle hood. At the request of the Brake Master's Regional Manager, and ***** the manager on site, I took my car to both CarStar and Larry H Miller collision for estimates as instructed and presented both to ******* the store manager of a different store as my confidence in Store #224 and the ongoing/unresolved mechanical repair of my car was gone. My vehicle repairs were completed at the new store, per the Regional Manager, I presented the body estimates to ******* who faxed them and since then I have been ignored about the estimates for my hood he sent me to get. I went to Carstar and Larry H Miller Collision for the estimates and reached out to the corporate offices multiple times regarding my car and they are not responding. I am a service connected, disabled Gulf War Veteran with a disabled wife struggling to make ends meet and to be run around by Store #224 for over six months trying to get them to properly repair my car and leaving it for days only to get it back, worse a few times, is horrible. We only have one car and them not fixing it, keeping it for days and then haggling over repairs they did was maddening and cost us so much time. Store #224 actually told me that the 100% LIfetime Warranty on the repair to my steering rack was not lifetime as "it was over six months ago". Then having my hood damaged was the point I had enough of that store and called corporate. Why would they add insult to injury and have me run around getting estimates on my car for the damages they did only to ignore me and not respond? I brought my car to them because I physically could not complete the repairs myself and really did need an "Honest Brake". My wife cannot work and I am self employed. Why would you do this to a Veteran who has already suffered from mistreatment by one of your stores?

  

  Business Response

  Date: 12/22/2023

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

  Area Manager spoke with customer, and Mr. ******* was invited to visit a location and have it inspected. Mr. ******* has declined and has not continued correspondence with the Area Manager.

  Customer Answer

  Date: 12/28/2023

  My vehicle hood was damaged by the store in Peoria #224.  ***** at the store off Peoria called me on February 20th at 2:32 PM and left me the message I attached.  He told me ***** told me to get estimates that I did.  I was ignored completely since then.  The estimates are attached and my vehicle is still damaged.  

  This reply is not true.  They have completely ignored me and sent me out to get estimate for nothing to add insult to injury.  Please have their representative call me.  I would very much like my car fixed like ***** and ***** said Brake Masters would do. 

  

  Business Response

  Date: 01/02/2024

  We would like to know more about your situation
  and explore possible solutions.
  
  Please contact us at [email protected]
  Toll Free: (800) 888-5545
  Fax: (520) 448-2532
  Monday - Friday
  8am – 5pm MST
  Thank you

  Customer Answer

  Date: 01/09/2024

  The business contacted me, I again forwarded the information and they basically told me that they are not going to do anything for the damage they did to my car almost a year ago.  They damaged my car hood, then asked me to provide them estimates that I did, then they ignored my calls and let it rot.  When I file with the BBB they call and I again provide all the information and now they basically said they will not help. They damaged my hood, lied to me about it, told me to get estimates and then did it again.  This is a very unprofessional company.  Even if I had taken a Picture of my car date stamped and showed it when I dropped it off and I picked it up seeing the damage these people would have been the same.  Don't look for a 
  "Honest Brake" here.  Look for damage, denial and to be mistreated.  Being a Disabled Veteran means nothing to them either.

• Initial Complaint

  Date:03/16/2023

  Type:Billing 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 7/16/2022 my car was released to me after having a multitude of problems fixed including the thermostat. My bill was $2800. One week later, 7/26/2022, my thermostat went out again for the second time. On 3/13/2023, my car broke down and I called a mobile mechanic who diagnosed the problem as the thermostat with a pressure test. I returned to brakemasters unwillingly because the work was under warranty. I told them this was the third time I’ve had to come back for the same issue. They didn’t seem remorseful, they wouldn’t extend the warranty past 1 year (7/16/2022-7/16/2023) and they didn’t do anything to make the issue right. When I went in for an oil change in December of 2022, they diagnosed my car with $3000 worth of work. It was extremely overpriced and when I went in to ask them about it they refused to confess their mistake. They don’t take the time to listen and they belittle their customers. I would hope for some kind of compensation or extended warranty on the work they did considering it’s gone out 3 times in less than 1 year. If I didn’t have the warranty, I would never come back or recommend this business to anyone.

  

  Business Response

  Date: 12/19/2023

  "They didn’t do anything to make the issue right"

  **The water outlet housing has been replaced two times under warranty, three times in total considering the first service.

  Unfortunately, even new parts that are inspected prior to being installed fail. To this, we have the warranty to assist a customer. Some facilities may call the part a thermostat, or a thermostat housing, a water outlet as well. There are several different names for the same component. We want to make sure that we are talking about the same item. 

  "They wouldn’t extend the warranty past 1 year (7/16/2022-7/16/2023)"

  **The warranty that was extended to the customer as a courtesy is greater than our standard warranty. That being, Brake Masters® warrants all labor for 90 days
  from the date of repair. So extending the warranty for another 9 months as a courtesy may have been over looked by the customer. 

   

• Initial Complaint

  Date:03/10/2023

  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.

  Make: Infinity
  Vehicle Model:
  Vehicle License Number: 7SNR592
  
  Complaint Filed Against: Brake Masters, Orangevale Calif
  License Number: ARD00200486
  9348 Greenback Lane
  Orangevale State: CA zip Code: 95662
  Phone Number (8AM-5PM): (916) 988-0737
  I paid $273.50 to have my rear brakes repaired at Brake Masters in Orangevale Calif. At the time of the repair the tech (5432 Tony) did a inspection and turned my rotors and told me they were within tolerance with federal/state requirements and salesperson Courtney (4776) said that new rotors were not needed. I went ahead and approved a new lifetime rear brake job. This inspection was also done at the same time for my front rotors and brake pads. I have the runout information from Brake Masters with specs on workorder #1237655 1 took a trip to the Bay Area 3/2/-3/3/23 and came back today. I Noticed that on the way down that every time put my foot on the brake that my whole car chattered and shook. On my way home today it even got worse. I took it immediately back to Brake Masters Orangevale this afternoon and after they inspected it I got a call back from Steve (Store Manager) who told me I needed 4 new Rotors and new pads in the front for a tune of over $811! When asked why this hadn l t been caught when I was in the first time all he said is that the other people who worked here are no longer around! Basically the attitude that they did it and he wasn't responsible and wouldn't make any accommodations for your companies errors. This is the second time Brake Masters has put my family at great risk with a caviler attitude toward safety! The first time was a few years ago and my right rear tire flew off after a rotation and LOF causing several thousand dollars of damage.
  
  This time my rotors were turned on 1/30/23 and I was allowed to drive my family on unsafe brakes/rotors that could have resulted in a catastrophic outcome. I hope someone can help me .This is very deceptive, dishonest and an unsafe practice!

  

  Business Response

  Date: 12/11/2023

  Thank you for forwarding to us the complaint of our customer, Mr. Favro 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.
  As the records show, Mr. Favro visited multiple times for a brake concern. Pulsation felt in the vehicle during braking. The store rectified the concern on 10/25/2023 with replacing the rear brake pads and rotors. Mr. Favro retains his lifetime warranty on his brake pads purchase. 
  BrakeMasters appreciates the efforts the Better Business Bureau makes in helping us to resolve complaints. 

• Initial Complaint

  Date:03/01/2023

  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
  Click here to Get the File - use the Password: 89B9472B
  *****************************************************

  

  Business Response

  Date: 03/01/2023

  Customer was issued a refund. Customer was advised that we needed the rims back,he refused to follow the instructions and was still issued a refund. 

• Initial Complaint

  Date:02/27/2023

  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.

  The service date is 2/27/23. I told the service manager I was selling my 2011 Nissan Altima and the car was vibrating at stops. I said I just wanted to have the car run smoothly when stopped. After running a Diagonostic
  check he said I needed an air filter ($17.22) and a mass air flow sensor ($215.18) and recommended possibly the 3 step injector service. I asked him if the air filter and mass air flow sensor would solve the problem and he said he was 90% sure. I said let's try those first and if that doesn't solve the problem we'll do the 3 step injector service. I got a call that the car was ready and paid the $357.94 bill. I drove the car to the end of the parking lot and the car still vibrated when stopped. I went back in and told the guy at the desk the problem wasn't fixed. He called the service manager who had left as it was close to closing time, and left him a message. In the meantime, the service tech who worked on the car came into the office and I asked him why the problem wasn't solved and he said you need motor mounts and you can see the engine vibrating. I told him no one ever mentioned motor mounts. The tech said you need to talk to the service manager and the guy behind the desk showed me an estimate for motor mounts which I didn't look at and left. I'm wondering why the service manager didn't tell me the problem is motor mounts. I can speculate but I'm not going to.

  

  Business Response

  Date: 12/13/2023

  Thank you for forwarding to us the complaint of our
  customer, John Pechota, 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. 

  The complaint has been satisfied with a deeply discounted service replacing the motor mounts in question. This service was completed 02/28/2023 at the Brake Masters #116 Tanque Verde Rd. Location. 

  Brake Masters considers this matter closed 12/13/2023 

• Initial Complaint

  Date:02/26/2023

  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 am 47 years old and never had so many problems with a brake job. ON 10/10/22 invoice # 1009483, mileage 1897171 I had my brake pads and rotors changed. Please be advised I was told that my rotors needed to be changed and couldn't be machined, even though the paperwork I was given after the repair was completed stated that getting the rotors changed was voluntary and that I asked the rotors to be changed before they attempted to machine them. I was told flat out they were too thin to machine. This is my 1st complaint. My 2nd complaint is 3 days later I brought my vehicle in on 10/13/22 and I advised the brake pads were still squeaking when I was breaking. Same sound. I was told on 10/13/22 invoice 1019100 mileage 189990 the noise came from the front wheel bearing. I was told this wasn't an emergency but should be done in the future. Then on 11/25/22 the front wheel bearing was changed. On 11/26/22 invoice 1106792 mileage 193109 I came in as I was still hearing the same noise when breaking. On 11/26/22 invoice 1109005 mleage 193170 the technician said the brake pads needed to be replaced & replaced them free of charge. I asked to see the worn brake pads and they were both clearly worn down on 1 side only significantly. I started noticing the same squeaking noise not longer after leaving and on 02/04/23 my boyfriend took my vehicle in and Brakemasters & they stated there was nothing wrong with the brakes. Originally the brake pads and rotor was replaced at 189717 and now my vehicle is at 200663 which is not far from the 12,000 warranty maximum of 201717 & since the same noise exists. Nothing was resolved. I read several articles why brake pads might keep wearing unevenly and found no lubricant being used, slider pin issues, caliper issues, disc thickness variation, and caliper sticking were among the issues I found, but since the title of the business name is Brake Masters, I would expect they would be the masters at finding and resolving issues brake issues.

  

  Business Response

  Date: 12/19/2023

  **Given the measurements
  taken, the rotors would have been rendered too thin after machining. Thus
  causing an unsafe situation. As well as voiding any warranty on the brake pads
  due to insufficient rotors. The paperwork does state that getting the rotors
  changed is voluntary, although it will lead to heavy pulsation and loss of
  warranty.  
  
  Follow up repairs were recommended,
  replace the front wheel bearing:
  After this required repair, brake noise - not related-  was still present:

  **An inspection was performed and the technician said the
  brake pads needed to be replaced & replaced them free of charge. Utilizing the warranty. 
  
  The same squeaking noise was
  present not long after leaving and on 02/04/23:
  **The vehicle’s brakes were
  again inspected found no concerns with the brakes.

  
  Customer states the noise is
  not resolved:
  Customer is invited into a
  different location to have the brakes inspected by a different technician. 

• Initial Complaint

  Date:02/09/2023

  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.

  My name I register is my nickname RC Hale My email is **********@gmail.com. The Brake company is called brakes Masters Shop number 174 in Las Vegas Nevada 3540 East Tropicana Avenue number 100 Las Vegas Nevada 89121 telephone number 702-454-7100. On October 1st 2022 I took my car in to have my 2015 Nissan Altima brake change front end, they convinced me with a free brake fluid installment to get the back done I got this done under easy pay financing for $694.48 I paid off the interest early in 90 days and didn't have to pay no more interest to this program but the brakes were squealing the first time I got them done I brought it back I got them done for the first time October 1st 2022 they were squealing when I brought them back it was raining and the brace were not a squealing as much so I brought them back on October 1st and they heard it for themselves they didn't get in my car because the first time the person drove with me in it he was reckless he was driving it real fast and turning it all hard and he said he didn't hear anything but the second time when I came in November 17th 2022 because the they thought it was the front brakes that were squealing so squealing so they so-called change the front brakes so-called did not change the back brakes but to me the front or the back or both maybe squealing the very first time I had them installed in October first 2022. So they so-called change the front brakes which the first time they changed them they said they was in stock at the shop in October but then 3 hours later they tell me that oh they got to order them out or two and a half hours later 2 hours later they had to order them so we waited until they got there to that particular store store set 174. I was not happy about that. But the brakes that they put on now currently on they put on November 17th 2022 they are squealing worse than the first breaks and I think it's coming from the back as well as the front now they squirrel when I'm just riding down the street on a slight and slow turning the corners they squeal when I pull up to a parking spot it's quills in the morning after I've been riding for 2 hours they still squirrel and when I pull in the parking spot when I stop at a street light they're still squealing it I do believe they are defective brakes no matter if they change the pads or not I don't know if they change the pair they showed me that they were brand new but they could have been the same old pads I don't know I just know that good breaks if they don't squeal brand new brakes should not squeal. At all. So I've been riding the car now for about two and a half months but they were squealing day one and Josh at the shop the mechanics that change the brakes said oh a little s Squealing that's normal but I wore off the chemical that's supposed to be on the brakes before you ride them out a little bit of squealing it's normal I don't think that's normal and they're getting worse as much as I keep driving it so now it's time to try to get a different shop in Las Vegas Nevada a different store number with different mechanics to look at my brakes and see why they're squealing and change them out to professional new NO-Squealing BRAKES they should not be squealing on day one. If I ride 500 Miles whatever Chemicals Off Supposed off and they should not be squealing at the stoplight when I pulled into a parking spot when I slow down I'm not riding my brakes they try to blame it on me said I was riding my brakes how can you see that I've been riding brakes for brakes that are three or four years old that's what the old breaks were that's why I got them changed Now new brakes are brand new and they're still squealing just like the old brakes they should not be doing this I want to have new brakes new rotors new pads do everything front and back brakes by a different store Brake Masters in Las Vegas Nevada new brakes no squealing if it takes chemicals to run off in 500 Miles okay there should going on brand new brakes I paid my $694.48 for a new front and back brakes total new front back brakes rotors and pads total brake job I want to go to a different store now and get brand new brakes front and back. IF I GO TO GET NEW BRAKES AT A DIFFERENT STORE SUCH AS MIDAS IT MAY COST ME MORE MONEY BUT I NEED TO HAVE A TOTAL REFUND BEFORE I DO THAT SO THIS COMPANY BREAK MASTERS MUST EITHER CHANGE MY BRAKES OUT BRAND NEW AGAIN THAT ARE NOT DEFECTIVE NOT GENERIC AND THERE SHOULD BE NO SQUEALING AT ALL FROM THE START. OR GIVE ME A TOTAL REFUND SO I CAN GO GET NEW BRAKES AGAIN AT A DIFFERENT COMPANY.

  Customer Answer

  Date: 02/14/2023

  I had my brakes fixed today, and I'm content with this. They have done a really good job, ****** and **** at store 230 in Nevada. 

• Initial Complaint

  Date:02/06/2023

  Type:Billing 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 went to Brake masters store #212 on 3/12/2022 to have shocks and struts replaced. I was charged $1273.05 for everything. When I had my car inspected on 2/3/2023 for 100,000 mile inspection, I was informed the struts were never replaced and the parts were the original parts.
  
  When I went to brake masters to inform them and request a refund, I was approached with rudeness, accused of lying and was accused of the other mechanic shop lying.
  
  The manager **** A***** and assistant manager-who refusee to give his name were extremely rude and both told me that I should have checked the parts after they completed the work to ensure the parts were not faulty.
  
  I m not a mechanic nor do I have any car knowledge of that extent.
  
  All I would like is a refund of the struts parts and labor since the work was never completed and I had to get them replaced elsewhere.
  
  I do have documentation from other shop stating the parts are original to the vehicle and werr never changed. I also have the old parts which brake masters claimed are brand new.

  

  Business Response

  Date: 02/11/2023

  The parts in question were under a warranty and it is not a refund policy. Customer was shown and proved to that the parts in question were related..  no refund will be provided. 

  

  Business Response

  Date: 02/13/2023

  Brake Masters has not changed it position.  Customer failed to brigh back the vehicle for warranty. 

  Customer Answer

  Date: 02/15/2023

  I do not accept the business of bringing my car back for the warranty.  
  
  
  First off, I paid for struts replacement that was never done and paid money for that service.
  If brake masters NEVER replaced the parts that were supposed to be replaced, why would I bring the car back and pay EVEN MORE MONEY for them to warranty them? I would still have to pay for the labor EVEN IF the parts are no charge.
  
  
  2nd, ALL I AM REQUESTING IS MY MONEY RETURNED THAT I PAID FOR SERVICE THAT WAS NEVER COMPLETED AND WAS LIED TO THAT THE STRUTS WERE REPLACED WHEN THEY NEVER WERE REPLACED.  I WANT MY MONEY RETURNED THAT I PAID PARTS AND LABOR FOR WHICH WAS NEVER COMPLETED.
  
  
  ALL I WANT IS A REFUND OF THE MONEY I PAID FOR THE STRUTS AND LABOR FROM THE WORK THAT WAS NEVER DONE
  
  PER BRAKE MASTERS WEBSITE:::::::
  NOTHING IS STATED ABOUT WARRANTY FOR THE STRUTS 

   

  SEE ATTACHED DOCUMENT

• Initial Complaint

  Date:01/19/2023

  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: 12/19/2023

  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. 

  The form initiated by *** ******** is difficult to read. We will reach out to him via phone & email to determine the source of his complaint. We will follow up once we have the required information. 

• Initial Complaint

  Date:01/06/2023

  Type:Product 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 9/17/2022 I went to the store to have an oil change and new brake rotors and pads put onto my 2019 Toyota 4Runner SR5. The total was over $400 after I provided my own rotors and pads to put on as well. They called me and told me it was done, so I picked up the vehicle. My family and I drove to the grocery store that night, then we noticed oil on the ground of my driveway and street. I moved the car and more oil was left on the ground under the car after sitting there. So on Monday (9/19/2022), I took the day off from work and went to the Toyota dealer down the road from my house. Apparently the people at Brakemasters decided to break the oil filter housing in multiple spots but still put it back onto the car. It cost me an additional $400+ to have the dealer replace the part, do another oil change AND clean the entire underbody of the car from all the oil that was all over the bottom of the car. I have asked repeatedly for Brakemasters to refund me the money for the oil change I got from them in addition to the $400+ that I then had to spend at the dealer. The manager assured me that he talked with corporate who cuts the refund and it was done. I still do not have any check for reimbursement for the $500+ services that I had to pay for because of them ruining my car. I have tried to call their corporate office numerous times but nobody returns calls after a voicemail is left, they do not return emails either. Emails are just sent to the local store, who then sends it back to corporate and you continue to get the run-around. I expect reimbursmenet for at least the oil change done by them and the additional $400+ that I had to shell out at the dealer but at this point with a 4+ month run-around, I think the entire dollar amount should be returned for the original purchase at the store AND the cost at the dealer.

  

  Business Response

  Date: 01/09/2023

  A refund was issued back to the customer's bankcard on 11/15/2022 in the amount of $484.45 Please check with your bank to verify.