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

  3803 N Oracle Rd Tucson, AZ 85705-3226

  
• 

  Brake Masters of Tucson, LLC

  260 W Ina Rd Tucson, AZ 85704-6205

  
• 

  Brake Masters of Tucson, LLC

  9540 E 22nd St Tucson, AZ 85748-7501

  
• 

  Brake Masters of Manteca, Inc.

  515 E Yosemite Ave Manteca, CA 95336-5837

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:01/05/2023

  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 the date of 1-3-23 at approximately 11:00 am, I dropped my Mercedes Benz c300 2012 off brake masters # 232 and was advised the approximate total of my car for $2156.60 the technician found oil leaking from valve cover gaskets and oil cooler seals and recommend to start resealing valve covers and oil cooler. store manager Adrian Almeraz, advised me of the total, of 16 hours of labor hours, due to the state average on that kinda work, this store had a tech. with 40 years experience, who finish the work in approximately 11 hours total, from the time I left the shop, tell the time they messaged me said it was done (store hours from 730 am- to 5 pm) they did explain it to me but why do I get hundreds of dollars added to my bill, due to an average. I explained my frustration, to the manager, but there was no compation, with helping me out.

  

  Business Response

  Date: 01/11/2023

  Brake Masters labor rates are based on the national and dealers time to repair. If the job would take longer than billed, we would not charge for the additional hours nor if we put 2 techs on one job to complete it fasters. Therefore if they completed a job faster then what the time calls for it is billed the same. Based on your vehicle, you ay check with you dealer to see what they would have charged you for the same repair. 

• Initial Complaint

  Date:01/04/2023

  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.

  1/3/23 I went to store 104 to find out why my car would not start. On 1/4/23 I was sent to store 211. I handed store 211 a handout of all diagnostics done by store 104. The front desk person said the diagnostic would be $120. I asked, will that be waived if the problem is the waranteed O2 sensor. I was told yes. I went to get the vehicle when ready. The only problem found was a problem with the O2 sensor, and it was warranteed. Yet the manager would not waive the diagnostic fee. In the printout paperwork I was provided, there was minimal diagnostic information listed-see photos.
  The business said they'd waive the fee if it was their faulty work, yet I was required to pay it.

  

  Business Response

  Date: 12/12/2023

  Thank you for forwarding to us the complaint of our
  customer, Melissa Hosten, Ms. Hosten 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. 

  The customer was not charged the diagnostic fee in her first visit to the first location. The second location replaced a faulty component under warranty. The fee, labeled at Diagnostic, was for the labor to replace the component. Brake Masters® warrants all labor for 90 days from the date of repair. Original repair 08/04/2022 ro#810919 - Warranty repair 01/04/2023 ro#1191349,  Seeing how this was greater than the warranty period on the labor, a fee was charged. 

• Initial Complaint

  Date:12/05/2022

  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 originally had both CV axles replaced by BrakeMasters at 3147 Cerrillos Rd Santa Fe, NM on 10/31/2018. Approximately 2 weeks later, my 2006 Honda Ridgeline was back in their shop to do the exact same repair.
  Their website claims to have a lifetime warranty on these parts (see attached screenshot)
  On 11/28/2022, the part needed to be replaced again. I took my truck to their shop and was told the warranty had expired (12 mo or 20K miles). I have only added 26K miles to the vehicle, and I expected that the lifetime warranty they advertise would be honored.
  I was told 'no', by the store manage, Will, and by the district manager, Hector Sanchez. They claimed that the manufacturor only offers a 12 mo and 20k mile warranty.
  
  The contract for repair that I entered into with BrakeMasters was for a lifetime warranty as described on their website.
  
  I do not want them to attempt to repair my truck for a 3rd time. I took it to another mechanic. The mechanic shop told me these parts typically have lifetime warranties.
  Originally, I paid over $800 in 2018 to repair my truck. Unfortunately, the 2 attempts to repair my vehicle failed.
  Both the store manager and the district manager were originally unable to find the service records. I forwarded photos of my originals to them.
  
  I am concerned about the express warranty on the company's website constitutes fraud and false advertising, if they are unwilling to honor it.
  
  I have kept the old worn parts until this is resolved and can supply them to the store, if they would like to take it up with their vendor.

  

  Business Response

  Date: 12/12/2023

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

  The lifetime warranty on some components applies to new items not remanufactured items, regardless the labor warranty is 90 Days. If Mr. Noble can provide me the paperwork stating these items are new and not remanufactured. I will have something to work with. The history I can view currently does not show his purchase of these items from Brake Masters.    

   

  Customer Answer

  Date: 12/13/2023

  1.The response has taken a year.

  2. The warranty is one YOU advertise, and I believe a court will find you

   to be participating in false advertising. 

  3. I believe you are goniffs.

  4. I lawsuit has been initiated, paperwork to be served soon.

  See you in court.

  

  Business Response

  Date: 12/18/2023

  As previously requested, please provide proof of purchases. At that time we can begin to rectify this concern. 

   

• Initial Complaint

  Date:12/02/2022

  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 10/05/2022 I took my vehicle to the Brake Masters location at 1714 E Speedway Blvd, in Tucson AZ and requested a drop off service for a brake pad change for which I provided the brake pads. The agent accepted, and I left my vehicle and headed off to work. Later that morning the agent calls me and stated that they are unable to change the brake pads without changing rotors and sensors as well as doing a brake flush. They stated that this required by the manufacture. I trusted them and agreed. I was at work so at that point I wasn’t able to get a second opinion. After I pick up the vehicle I contact the dealer and explained what happened and they told me that they are absolutely able to only change the brake pads there was no reason to change rotors and sensors, especially considering the miles on the vehicle.

  

  Business Response

  Date: 12/19/2023

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

  Given the timeline on this case, we will reach out to Mr. Pacheco and do what we can to get to the source of his complaint. We will update our response after I speak with the customer. 

   

  Customer Answer

  Date: 12/19/2023

  I have not heard from the business 

  

  Business Response

  Date: 12/22/2023

  Upon investigation it has been determined that the recommended and approved replacement of the brake rotors was due to their overall condition at the time of service. As the brake rotors were inspected it was determined by our ASE certified technician that it was no longer feasible to reuse the rotors or try to resurface them.
  
  The brake pad wear sensors are considered a consumable item. The sensors are installed in the brake pads when the pads are new. As the brake pads wear down the rotors make contact with the sensor. When this happens the sensor replacement is required.

  The brake fluid used in the vehicle is required under maintenance every 3 years regardless of mileage. This information is gleaned directly from Land Rover. Brake fluid is hygroscopic and perishable. Given the age of the vehicle at the time of service it is more than reasonable to recommend a brake fluid exchange. When confirming services with CarFax the brake fluid exchange had not been performed at the time of service. Five years and five months after the date of manufacture.
  

  Mr. Pacheco is a valued customer and we look forward to satisfying his questions in regards to this complaint

• Initial Complaint

  Date:11/14/2022

  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.

  On 09/13/2022 I took my vehicle in for two issues; the check engine light was on and stalling after putting gas in it. They told me it would cost me 1704.14. Although that's super pricey I paid it and had them fix it. Upon picking up the car he told me the one part I paid for they didn't have to order because "they cleaned mine really good and it worked." Saving me 15$. I was told I could immediately leave and go get my car smog and registered, but didn't tell me I had to drive around 40-60 miles, so I had to pay for a smog twice. The NEXT day the engine light comes back on, the following day I go to put gas in it and the same thing, it doesn't start. I bring back the car and he tells me that everything they fixed was fine and that I would need to pay another $300 dollars to get another part, didn't tell me anything about the check engine light being on, as a joke he said " Well at least its good till next year right!". So I basically paid almost 2,000 and my car is no better than before taking them in there. I have tried calling corporate and their office several times and no response, even via email. My whole family has been going to there to get our brakes done and oil changes but after this I will not be coming back if I can even get them to answer. I still have all receipts of what they did and it still says REMOVE AND REPLACE FUEL EVAPORATIVE CANISTER AND OXYGEN SENSOR but obviously one of them they did not replace, only clean. I spent all this money and nothing is any better, if anything my car is running worse.

  

  Business Response

  Date: 11/16/2022

  ***** ******** *** ****
  ******** ***** ******** ******
  *** **** ** ********
  Thank you for forwarding to us the complaint of our customer, ******** ******.  Ms.
  ******s. 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 have occurred in repairing and/or servicing a customer's
  vehicle. Furthermore, Brake Masters® has always tried to satisfy all its
  customers when they have experienced a problem. 
  Brake Masters
  appreciates the efforts the Better Business Bureau makes in helping us to
  resolve complaints.
  Brake Masters at
  this point would offer to pay for the customer to take the vehicle to the
  dealer for diagnostic. If it was determined by the dealer that the required
  part in question would resolve the issue with the vehicle, Brake Masters would
  be happy to pay for the part and Ms. ****** would pay for the labor to install
  the part. If the dealer finds other issues with the vehicle, Brake Masters
  would request to review their findings so that we can determine our next course
  of action. In addition, if in diagnostic it is determined that a part that was
  replaced by Brake Masters failed then we would issue a refund for what the
  customer paid us and they can have the dealer replace the part, Ms. ******
  would need to let us know when she was going to take the vehicle to the dealer
  so we can set up payment for the diagnostic only. Ms. ****** can email us at [email protected] or ********** *** *****
  Sincerely,
  
  
  ******* ** ********
  Customer
  Service Manager
  

  Customer Answer

  Date: 11/17/2022

  It is obvious that Brake master's doesn't try and "satisfy" its customers. If so, when I brought it back after you guys "fixed it", and it was still broken, a solution would have been worked with me then. Obviously the two things that you "fixed" did not fix my car at all. I will not take it to a dealership because ONE you said I have to pay labor, which is 90% of the cost from a dealership. TWO You already stole 1700 dollars from me I have no more money to spend in fixing the car. Which why would I pay someone else to put in a part that you were supposed to fix? That doesn't make any sense. You guys misdiagnosed the car. I took it to Autozone and o'reilly BEFORE TAKING IT TO YOU which BOTH PLACES said that it was actually the Catalytic Converter and even though I told the technician that's what they said for some reason you guys chose to say it was not that and that it was actually the other two things, if the technician had said that it COULD be a chance I would have just had the converter changed out. (He actually made a joke about how I was lucky it wasn't actually the Converter because they were "Saving" me money) I need a REFUND for all of my money, you fixed NOTHING. I also CAN NOT DRIVE IT. So would you like me to pay for it to be towed as well? I need a refund for the part you told me you would replace and all you did was clean. You should have called and went over that with me instead of just taking it upon yourself to still charge someone practically the same price and just thinking that was okay. You don't tell someone you are going to replace something and then don't replace it. When I went back and they said "everything they did was working and I had to buy another part to replace something else in the oxygen canister (I tried to look at the quote you sent me but now it says access denied)." But the check engine light is still on, its still stalling when I put gas in it, now I cant even drive it and I took it again to another place for a diagnostics test (After you said it was ANOTHER part and still not the converter) and they still said its the catalytic converter so if you would have not charged me 2,000 to "clean" parts ( I still got charged $840 for parts when you really only replaced ONE part not two.) and actually fixed the converter we wouldn't be having this conversation, because now I cannot afford to fix that on top of what I already paid. I also went over everything with the man to see what he would recommend next in fixing and he said everything looked great and that I would need to replace my battery sometime soon, which I also did. 

• Initial Complaint

  Date:11/11/2022

  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.

  ***** dropped my vehicle down so hard he broke my gas gauge when he had my car up in the air putting freon in my car that i got charged for that he forgot to pit in twice brakemasters owes me 86 dollars for freon

  

  Business Response

  Date: 11/11/2022

  Refund was processed on 9/19/2022. Brake Masters has asked this customer to stop harassing the store, the managers and the office staff. 

  

  Business Response

  Date: 11/14/2022

  We issued the refund. The customer needs to check with her bank. No further contact is needed with this person. 

  Customer Answer

  Date: 11/22/2022

  First they said it was deposited on the 13th now there saying the 19thvwhich is was not posted in my account

• Initial Complaint

  Date:11/07/2022

  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 previously had work done on my vehicle at brake masters about 6 months ago. Originally I was overcharged for services I did not receive. I did receive a refund.
  I had to return to the location on multiple occasions due to my brakes still not functioning properly. They stated the job was completed successfully but my brakes were still grinding and squeeling,
  Last Friday I towed my vehicle back to brake masters after finding out a part I had them out on 6 months ago was already broken
  After they looked over the vehicle they stated they would. It work on my car until they heard back from cooperate. I have left many voicemails with corporate and have yet to receive a call back. When calling the store they say they have not heard back yet and still will not work on my car.
  I have brought many car to brake masters to have work done and have never been so blatantly ignored and told they were not going to complete a job.
  
  I have now been out of work for 4 days due to my car still being at brake masters and it is not able to be driven.
  
  
  If I was given access to my vehicle I would be able to send pictures of the broken parts. But unfortunately they will not give me access unless I take the vehicle off the PUBLIC property?!?

  

  Business Response

  Date: 11/10/2022

  The customer concerns were not part of our warranty as the customer tried to repair the vehicle himself. Brake Masters at this time has asked the customer to take the vehicle. No repairs will be performed at Brake Masters.

• Initial Complaint

  Date:11/03/2022

  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.

  I take my 2002 pt cruiser to Beakemasters is Citrus Heights on October 21 2022. I told them the original problem with the car is that it’s overheating. I told them the fuel line is sliced, I need hoses, hand them a broken air hose, and my positive cable is rusted through. They told me they’d run a coolant system check and I asked about a radiator flush and ***** had told me it comes with the coolant system service. And the coolant system service was included in the diagnostic process.
  He calls me on Oct 22 saying he needed to order a positive battery cable made for my car from Texas and it’d be there Wednesday. I needed to replace radiator hose and install a $200* fuel line. *fuel lines are at less than $50.*
  They said this needed to be done before continuing with the diagnostic proscess.
  I approved the battery cable and fuel line, my upper radiator hose I put on hold for it was not necessary at this second while waiting for fuel line and cable. **The coolant system pressure test could’ve been ran without the fuel line or cable to be ran.** after this everything was stalled.Monday October 24. I had also received a call about my mother found dead in a Walmart parking lot. I had to go to Reno and I did not return until the 29th. I immediately stop by the shop to speak with them. The fuel line was just being finished and they had received battery cable a few minutes after I had arrived. I spoke to them again about the flush and how if I change out my own radiator hose would they finish what they started. ***** then told me that nothing was ever said about a radiator flush in our agreement and he had told me it was ok if I did my own hose. Oct 30th I call to see if if I can install my hose, he said he can’t release it until the gentleman randy working on my car returns and says ok.November 1 I was told that now they have to release car by payment but I can pull around fix and and bring it back they’ll finish diagnosis. I get there and they said they’re done

  

  Business Response

  Date: 12/13/2023

  Thank you for forwarding to us the complaint of our
  customer, ******* *********, Ms. ********* 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.
  
  On
  10/21/2022, Ms. ********* brought her 2002 Chrysler PT Cruiser, to Brake Masters
  #220 8000 Greenback Ln. Citrus Heights, CA for a Diagnostic inspection due to a
  fuel leak, power steering leak and overheating conditions. Upon inspection
  found, Fuel line was damaged prior to service and was leaking, found positive
  battery cable corroded and required being replaced. These items were required
  to continue diagnostic procedures. Customer informed and an estimate was
  provided. The breakdown of fees is as follows, Diagnostic time $140.00, Fuel
  line repair labor fee waived cost of part $225.56, Positive Battery
  cable replacement labor $112.00, Parts $59.07. Taxes $22.06 – total $550.00
  after courtesy discount to customer.
  
  The
  customer was provided an estimate with a breakdown of parts and labor.
  10/24/2022, and approved these services 10/24/2022 at 10:11AM via phone.  Parts were ordered and when parts arrived the
  services were performed.
  
  Ms.
  *********, had a family emergency that made contacting her difficult. The
  services mentioned above were completed and Ms. ********* declined any other
  work. Choosing not to address the overheating concern. The Radiator was leaking
  and the Upper radiator hose was recommended also.

  
  It is and always has been Brake Masters® policy to
  correct any deficiencies that have occurred in repairing and/or servicing a
  customer's vehicle. Furthermore, Brake Masters® has always tried to satisfy all
  its customers when they have experienced a problem.  Since work was completed, we have not had any
  communication with Ms. *********. This visit is from 10/21/2023, Brake Masters® warrants all labor for 90
  days from the date of repair.
  Ms. *********, was unable to pay the total agreed upon
  amount at time of pick up. As a courtesy and show of good faith the unpaid
  amount was discounted off the ticket. Invoice was signed at terminal.  
  Brake Masters will not provide refund for these
  services provided. 

  Customer Answer

  Date: 12/13/2023

  The fuel line was never replaced and the positive cable turned out being made from parts from the Home Depot. They lied that the inspection wasnt completed until after the emergency happened and after they replaced my battery cable. The cable didn't get done til two wks later and they didn't do any further inspection as far as the main problem with the car which was the overheating. I found on their later report that inspection was completed before I left for emergency. They never reached out to me. I reached out to them constantly. They then decided to sever me from anymore help because I was too emotional about it and they refused to continue the work.

  

  Business Response

  Date: 12/18/2023

  BrakeMasters appreciates the efforts the Better Business Bureau makes in helping us to resolve complaints.
  
  As stated previously, On 10/21/2022, Ms. ********* brought her 2002 Chrysler PT Cruiser, to Brake Masters #220 8000 Greenback Ln. Citrus Heights, CA for a Diagnostic inspection due to a fuel leak, power steering leak and overheating conditions. Upon inspection found, Fuel line was damaged prior to service and was leaking, found positive battery cable corroded and required being replaced. These items were required to continue diagnostic procedures. Customer informed and an estimate was provided. The breakdown of fees is as follows, Diagnostic time $140.00, Fuel line repair labor fee waived cost of part $225.56, Positive Battery cable replacement labor $112.00, Parts $59.07. Taxes $22.06 – total $550.00 after courtesy discount to customer.
  
  The customer was provided an estimate with a breakdown of parts and labor. 10/24/2022, and approved these services 10/24/2022 at 10:11AM via phone.  Parts were ordered and when parts arrived the services were performed.
  
  Ms. *********, had a family emergency that made contacting her difficult. The services mentioned above were completed and Ms. ********* declined any other work. Choosing not to address the overheating concern. The Radiator was leaking and the Upper radiator hose was recommended also.
  
  Ms. *********, was unable to pay the total agreed upon amount at time of pick up. As a courtesy and show of good faith the unpaid amount was discounted off the ticket. Invoice was signed at terminal.  
  Brake Masters will not provide refund for these services provided. 

   

  Customer Answer

  Date: 12/18/2023

  I was $7 off from passing the full $550 for work that wasn't done and finding my car with drugs and prints all over the inside of my car. The only thing replaced and done was the battery cable which they told me had to be delivered from Texas and it'd take awhile. As soon I arrived to ask about the car, they still had no battery cable but with parts from home Depot down the street. And made the battery cable to for the car. When I started that the fact my car still hasn't been diagnosed as far as hearing system went, and expressed I felt they were just pulling me along at this point; the manager then stated they will no longer do service with me because I was too emotional about the situation. My car still no longer ran after that. 

   I called the main office and told them what happened. When I spoke to them they told me that nothing I had said was expressed in the work order. He told me it said that everything went fine. When I told him this wasn't the case he got frustrated and said "well this is what I see in the report" and said there was nothing he can do to help me because he didn't see the problem. 

   

  That's when I turned to BBB. I was robbed and taken advantage of and because of this I was unable to save my mother from her fate. This is more than just owing me for what they failed to do.

• Initial Complaint

  Date:10/27/2022

  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.

  I took my Nissan Altima in to have them tell me what a service light said needed to be fixed, get a quote, and if reasonable...fix it. Along with that the car needed to have the various fluids redone since I didn't know when they had been filled/replaced previously. The employee said give him an hour or so and he would call me. He called later, said it was a faulty solenoid and he could fix it that day and have it done around 1pm. The price was 369.99 for parts/ labor. They did the work I paid all in total $922.60. No service light present. Seemed to be fine. I went about my week. Friday morning, I went to put gas in the car...same exact issue I had before, and the engine service light came back on. I called the shop, they said bring it back they would take another look and tell me what the issue was or fix it. I then didn't hear from them until later in the day, when I finally had to call to get the status. The guy on the phone was vague and said I needed to come by so we could pull up a seat together and talk about the car, nothing else.
  When I arrived the employee went and got I assume the mngr, Terry. They said they didn't know what was causing the issue, but they said there was too much rust underneath to do any digging to find the actual problem. He also didn't want to refund the money for the work, because he said they did fix something. I disagreed and said had they said all this in the beginning I wouldn't have had them do the work. I told him refund the Solenoid work and I would still pay for the flushes. He kept my receipt and said he'd take care of it. I heard nothing for a week, finally had to go back and check. He said it takes a while to process, but gave me my original receipt. I today receive a notice from my credit card that only 162.69 was refunded, not 369.99 +tax. No one had notified me of the decision or talked to me since. I now want the full $922.80 refunded for them not discussing what they were doing and the poor customer service.

  

  Business Response

  Date: 11/04/2022

  The customer was refunded the part as agreed upon by the store manager and the customer on 10/21/2022. Please have the customer check with his bank card for further reference. 

  Customer Answer

  Date: 11/08/2022

  To the representative,

  The refund I received was NOT the agreed upon amount! I am not going to waste further time debating. Since this scenario began, I have had the actual part that needed replaced done. They also showed us (which I have video of) the part Brake Masters replaced, which was actually put on and glued broken. In addition, when I have recounted my story to others, the response is always the same..don't ever go to Blake Masters, they always find things to try and charge you for that don't need done.

   

  Now, you can do nothing and I will continue let EVERY SINGLE person I talk to in my business dealings and social media know what kind of business you choose to run. Or you can satisfy my request, and I can praise your company's commitment to customer service. As a business owner, I strive to always care for my clients in the manner that keeps them satisfied to the best of my ability.

  You take as long as you want to make your final decision. I will continue to let people know about my situation dealing with your company in the mean time.

  

  Business Response

  Date: 11/09/2022

  Refund was issues as agreed upon. No further refund will be issued. 

• Initial Complaint

  Date:10/06/2022

  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 am writing you because I have had nothing but problems since my visit on 9/10/22 to store #223.
  
  If you check the work order I replaced, brakes, steering rack/pinion and Power steering pump totaling $2576.80. We are a hard working family with not a lot of disposable income. When I left the shop I got on the freeway and my steering wheel was extremely shaky and dangerous to drive at high speeds so I returned the car back to shop, after keeping the car for another 24 hrs it was chalked up to a wheel balance issue which I don't believe was the case but thats what I was told.
  
  Fast forward to 10/4/22. My 1 year old and I was driving on the I-10 and my steering wheel locked up and I almost collided with multiple vehicles on the freeway. This was an extremely scary event and could of cost us our lives. We were stranded on the freeway waiting for a tow truck and took the vehicle back to the shop for a 3rd time.
  
  I was told the cause of this was a slit in the feeder hose to the new pump. Why was this not checked or replaced originally is beyond me. I find it hard to believe this is just a coincidence. I'm not sure what's going on at this shop but I feel in no way confident in the work that was performed. **** ****** took care of me and did not charge me for the feeder hose. **** really did a fantastic job in handling the issue I must say.
  
  I have sent report thru to corporate and left a voice mail which i have not heard back from. All I am requesting is a full refund so I can use that money to take my car to dealership and have the same work performed to give me and my family peace of mind.
  
  To make matters worse I found out last night when checking under my hood I am now missing my windshield wiper fluid cap. Are you kidding me! It's a minor thing compared to the others but come on. I now must go back to shop for 4th time since the 10th in hopes that they have it lying around somewhere.

  

  Business Response

  Date: 11/09/2022

  Tell us w1. Customer has requested refund of entire invoice # ****** dated 9/14/22 for $ 2,576.80
  2. Customer's complaint has centered on his steering issue,
  3. On the original invoice of the $ 2,576.80 requested refund includes price for brakes, oil change, hoses and alignment total for these services is $ 628.27 of the original invoice amount. None of these items have been an issue, why would these be refunded?
  4. The customer came in on 10/05 invoice # 1****** after complaining steering locked up causing fear for himself and 1 year old son, because of the issue was leaking power steering hose to pump this part had not been replaced and it had been nearly 500 miles since original repair before there was an issue. Although the part had not previously been replaced, the store replaced it at no cost to customers.
  5. Customer returned to complain that the washer bottle had a missing cap, again nothing that the location had contact with and at least 2 weeks after the previous visit. Location replaced reservoir cap on invoice # ******* at no charge to customer.
  6. Customer continues to place complaints after his concerns are addressed under warranty even though warranty was extended to parts not replaced.
  7. Customer has stated he wants money refunded so he can go to the dealer to have repairs done properly, I will agree to refund after repairs for rack and pinion and power steering pump are replaced at customer expense at a certified Infiniti dealer and there is a verifiable receipt showing repairs paid in full. Refund will be no greater than the original charge of $ 1,859.65
  8. I believe we have already gone above and beyond for this customer and the warranty has allowed him to take advantage of the store's goodwill, any and all warranty issues have been strictly as customer satisfaction and not because of fault or quality or work.

   

  At this point the customer would need to provide a paid invoice from the dealer in order for us to refund what he paid Brake Masters.

   

  Timothy

  

  Business Response

  Date: 11/10/2022

  We will continue to honor all implied warranties. No refund will be granted at this time. 

  Customer Answer

  Date: 11/11/2022

  I'll just escalate this further. Not playing with you *****