Complaints

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:05/16/2025

  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.

  In late 2023 I had my brake pads and rotors replaced. September 2023 they were still squealing after the "break in period". I had started working for the shop the following month and when the time was available, I had my brakes looked at again. I was now being told my issue was my calipers so I paid for calipers, pads, and rotors again. The dance day my brakes began to grind. I raised my concerns and was told to have them look at it again. ***** refused to look at my vehicle. I scheduled myself multiple times and made a work order for my car, just to have it thrown back into the office and rejected for days at a time. After a few days to 2 weeks, I would give up. They said my brakes 'should be fine'. After a few cycles of this, j would give up for longer periods of time in between. Eventually it had been almost 10+ months of ***** refusing to look at my vehicle. When I put in my 2 week notice, I demanded my brakes get handled as they have been concerning for far too long. They did and told me more parts needed replacing. They misdiagnosed another issue with my vehicle and gave vague notes and refused to talk about them again. Every single time I have paid for brake work tomorrow be done, my car is worse when it leaves than when it came in. They told me I needed to replace my brake booster and master cylinder, I did not have more money to spend on my brakes, but they claimed they would not warranty my other work without replacing them. *** was hard to find so my manager had me call our vendors for the best aftermarket cost. After installing the new parts we picked out after a week of waiting, they were installed. The next day, my brakes locked up on the highway. They replaced my master and booster 2 more times and my brakes locked up on the highway and freeway both times at 60mph causing my brakes to get hot and smoke. They are trying to refuse the warranty and put blame on me for my brake issues that have gone on over a year and a half. I have paid over $2000

  Business Response

  Date: 05/19/2025

  ***** ****** had us inspect her car several times over the course of her employment here. She would often have the inspection done, take the car home or to her grandfather's house & try to do the work herself. Several times she had to bring it back because she messed something up or decided not to try. When her car was being inspected & quoted for jobs, as the service writer, she was in charge of sourcing her parts per the technician recommendations. She had her brakes done, then the axle failed & caused damage to the brakes, so they were ****** under warranty. She also kept taking the vehicle before work was completed causing more damage. When it comes to the brake booster & master issue, she was told 3 separate times while we were servicing the car she needed OEM parts due to common aftermarket failures - each time she called and spoke with multiple vendors & negotiated the cheapest parts price on aftermarket parts. OEM parts were only 1 week out. Her other parts were warrantied out again as shown on the paperwork. Employees only pay cost on parts & full labor costs. Once this issue arose, we looked at her history & found she undercharged herself on labor costs & has a past due balance, so her bill was never paid in full. I have included her invoice & a revision of what the actual labor cost should have been, as well as email chains of the conversations. We offered to warranty the part with an OEM part as long as she paid the difference in cost. She has continuously delayed a resolution by trying to backtrack, talk in circles & add more to the issue as documented in the emails. We also have a warranty that she can utilize at a shop 25 miles or more away from us if she does not want the work done here that she is aware of as she advised customers everyday about it. Her vehicle is severely unmaintained and has multiple issues in several systems. 

  In regard to her "desired settlement" statement:

  She has options, her or any shop 25+ miles away. Her concern with a previous employee's actions were delt with & he was reprimanded for his actions appropriately. It's insulting especially coming from someone who brought arm size *** toy and her personal undergarment to throw at the guys, as well as put one of the guys phone in her bra & down her pants "to be funny". 

  Customer Answer

  Date: 05/22/2025

  I guess I would like my money back that I've spent on my brake work. My car is unrivaled due to constant misdiagnosis and I honestly no longer trust them to attempt to fix it due to 1. The history of the issue being made worse every time it has left the shop, as well as having misdiagnosed multiple issues already 2. Multiple mechanics at that shop have a history of rubbing their genitalia on customer and employee belongings.

  I would be willing to settle for half of the money back that I have spent. I just want to be able to drive my car again and I can't afford to fix it because I've spent so much already in attempt to do that

  Business Response

  Date: 05/27/2025

  The vehicle was not misdiagnosed, and the work was done correctly. The failure is in the parts used. ***** ordered her own parts and chose the cheapest price and quality instead of recommended parts. She ordered another booster of the same brand after it failed, even when she was told to order a different brand. She then had us adjust it to see if it would help, and was told it may or may not work and would void her warranty. She did not input her notes correctly and input what she wanted to. This result is 100% her fault for choosing to use the cheapest parts and continuously driving it without all recommended repairs, even after being advised several times. We offered multiple solutions, but she just wants work done for free. On top of that she still has a past due balance and never charged herself accordingly.  She got employee pricing on the parts she chose (shop cost). Parts mark-up cost for customers helps cover warranty costs, which she is aware of as it was her job to tell customers. So technically she doesn't have a warranty, but we wanted to help her out, and now we're just her next victim of previous employers. Her dragging the mechanics through the dirt saying vulgar things about them in an attempt to solicit a response or more favorable outcome for herself is just sad and defamatory. 

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23337496
  
  I am rejecting this ***ponse because:

  I am rejecting this ***ponse because: While the last and final attempt, I chose the master and booster with the help and advice of my direct manager. My issue is that it has been almost 2 years of my brakes squealing and grinding before this last event happened in the first place. the misdiagnosis are from my previous visits where I paid to have my calipers, pads, and rotors replaced. I paid for them to be replaced and for more parts on multiple occasions and upon leaving the day work was complete, I had a worse issue. after one of your techs replaced my calipers, pads, and rotors; my brakes began making a horrible grinding sound on my drive home. I reported it on multiple occasions and was told by my manager to have it checked out. I had my vehicle checked in multiple times where it would go unlooked at for weeks. Even as an employee there, they refused me service after they replaced parts and I arose my issue. the calipers, pads, and rotors, I had installed were the same brand they had me ordering for other customers. I did not opt for cheap the first 3 times I trusted your shop to work on my brakes. When my brakes began to grind, I had my RO out in the shop for 2 weeks afterwards waiting to get it looked at. Eventually the paperwork was thrown at the wall in the office next to my desk (yes thrown, he would do that a lot and it was agg***sive and it was often scary, but that's another issue all together). after he had left that day, I tried talking to the mechanic that worked on my vehicle and was told it "should be fine". My manager kept encouraging me to schedule my vehicle and make paperwork for it again, only for the same incident to happen. I wait multiple days for my vehicle to be looked at and it wasn't.
  My last **** **** attempt I told My manager that I need my vehicle looked at before I quit because I did not trust the techs with my car without me there due multiple employees having a history of rubbing their Genitalia on people's personal belongings and property. My experience working there and getting my vehicle serviced there, there is only 1 tech there I trust to produce quality inspections, work, and the least amount of comebacks. He was not the one who inspected my vehicle, it was *****. I believe my vehicle was still misdiagnosed by multiple techs. I had asked for 2 diagnoses on my last vehicle diagnosis, 1 for my brake issue, and one for a weird knocking sound that had started coming from my engine. They told me the knock was "normal" for my engine, despite that I had never heard it before. That same weekend, a day or so later, my vehicle misfired. I did not trust the shop to work on it so my grandfather and I replaced my spark plugs and ignition coil pack. Upon starting the simple repair, I found an issue right away. upon replacing my spark plugs, the knocking stopped. It had been spark knock that was misdiagnosed as "normal" to the engine. My manager had sent me out to tell our tech about the sound having been spark knock. Upon my final inspection, the paperwork said "Master and booster are wet" and on the very same **** said "coolant *** leaking". My coolant ***ervoir is right above my master and booster. I decided to go ahead with the repairs on the condition that it be the last ones I need for my brakes. There were no OEM parts readily available so my manager had me look at our aftermarket vendors for the cheapest price since they should all have the same manufacturer anyway. ***** would like to believe that the fault is mine for not asking further questions about the diagnosis I received. But I tried. I was blown off. ***** actually refused to talk to me after I put my 2 week notice in and avoided me as much as possible. He said 1 word to me in my last 2 weeks there and it was a "yeah" to answer a question I asked about a customer car. Getting further information for vehicle issues is something we struggled with and one of my issues for leaving is the mechanics were not providing detailed diagnosis and when I would ask the techs for more info, they mostly would get annoyed and I would have to ask 1-2 more times to get an answer. Sometimes I would not get one at all so my manager would have to go out and ask them since they refused to talk to me for some reason. On top of ***** avoiding me, I was afraid of him. I was scared to ask him further questions to begin with, and he knew that because according to my manager, she had lots of talks with him about that. I have had other customers from their shop reach out to me after I left to ask for advice on what they should do because they brought their vehicle back for brake repairs multiple times and they remained unfixed or the issue got worse and they feel like they are being blown off by the shop, or have stopped going all together and accepted the loss of their money and time. If it helps my case at all, those customers have agreed to testify their own experiences in support of my own. If more information is needed, let me know. I have plenty of records, text, and photo evidence. If need be, I can have another shop diagnose my vehicle properly.
  
  
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 06/22/2025

  I've had brake issues with my car after having it worked on by ******* Classic Quality Brake and Muffler multiple times since the end of 2023. I believe they with misdiagnosed my vehicle on multiple occasions, or did faulty work that resulted in multiple brake issues and failures. I had my brake pads and rotors replaced, then they began to squeak after being worked on. Had my vehicle diagnosed again and was told to change my calipers as well, upon doing that I began getting horrible grinding sounds when braking. I brought my vehicle in for the grind multiple times and it was either not looked at at all, or I wad told it "should be" fine, until I continued to raise the issue then it was "try brake lines next, that's what I can think of". Doing that caused worse grinding. I was pressured into putting in more parts than my car needed because they did not want to properly diagnose it. I accept responsibility for buying a cheap master cylinder and brake booster because it would come into time since they did not want to work on my car after I stopped working there, so it was my only option. I would like them to take responsibility for the last almost 2 years that I drove with brake issues because they refused to properly diagnose the issue, and for a span of 10 months, refuse to diagnose it at all. I have the proof of other misdiagnosis as well. I wish I could send my previous invoices from ******* but they refused to send them to me stating I would have to come in person but am unable due to work. I just want them to take accountability for the work they did poorly, and the work they refused to do to my vehicle. I just wanted to drive my car without worry and I havnt been able to do that for a year and a half