Complaints

This profile includes complaints for Austin's Pro Max's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Austin's Pro Max

  5602 South Tacoma Way Tacoma, WA 98409-4216

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  Austin's Pro Max

  11502 Canyon Rd E Puyallup, WA 98373-4360

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  Austin's Pro Max

  20027 Mountain Hwy E Spanaway, WA 98387-8432

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:08/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my rear brakes replaced on my 2016 ***** CX-5 on 2/20/2022 and was told that ************** replaced my brake pads and rotors for a charge of $520.92.There was a 1 year warranty on the work which has expired.Recently I was driving my car and all of a sudden the brakes started making a metal on metal loud scraping noise. I thought it may have been my front brakes so I took it into my ***** dealership to get a brake inspection and was told via face to face interaction along with a video of the inspection that it didn't look like any work was ever done on my rear brakes and if it was done it was not done correctly which may have caused additional damage to my vehicle. When I called ************** I spoke with the Manager ******* and was told that they couldn't help me. I proceeded to call **** who I was told was the District Manager and tried to see if they would work with me or possibly even just refund half of the money I paid. He told me that I needed to take my auto off the rack at ***** and drive it there for them to inspect which I was not able to do as it would not be safe to drive with the worn brakes. I ended up have to spend another $696.76 to get them repaired properly. Both ******* and **** were extremely combative and would not even consider helping me with this issue. They accused ***** of just trying to get money from me even though they provided me with a video showing that the work was not done or not done correctly. I am 65 years old and have never been pulled over or had a ticket so being accused of causing the issue by breaking too hard was just not true.

  Business Response

  Date: 08/31/2023

  ***************** did call our Canyon Rd Store and talked with *******, the manager.  She was offered a free inspection to see what was going on with her brakes.  We would have shown her the real brakes on the car and not some video somebody took.  She refused and was very rude.  She demanded to talk to someone else, so, she was put in touch with the District Manager, *********  Speaking with ****, she initially was fairly polite until she was told that she would have to bring the vehicle to us so that we could inspect the brake system.  Our warranty is 12 months and ****** miles on the brake work that ***************** got done on her brakes with us.  She claimed she didn't drive the car much, but ****** miles is quite a bit.  This was now over the 12 months, approx. 18 months, and well over the ****** miles.  The car actually had over ****** miles on it since we worked on her brakes.  Although she was considerably over her warranty parameters, we told her that we would still check them out for her but she would have to bring the car to us and allow us to inspect it and perform the repairs ourselves.  ***************** was not willing to drive the car to PRO/MAX unless was for sure going to be free.  We don't warranty work checked by another company simply because they have their own agenda and want to get more work from our customer.  She also said she couldn't drive the car because the brakes were "grinding" and the car was not drivable which is not what she told us on the phone.  She initially said brakes were squeaking and the car was drivable.  She also keeps bouncing between the "work was not performed" and that "the work was done improperly".  Which one is it?  Finally, this all boils down to ***************** wanting something for free well after her warranty expired.  We agreed to check our work on her car anyways and we would have undoubtedly fixed any mistakes for free, but, ***************** did not, and would not, bring the vehicle to us for inspection.  You do not accomplish work, or pay for work, from competing repair shops.