Consumer Complaints and Reviews
I took a 2014 Toyota Tundra in for a front end alignment and brake check, called me said they could align it turn the rotors and that one of the front struts was leaking fluid and recommended replacement of both. They quoted $550 for the struts installed and plus the other two items for over $800 offered 50 dollars off for a total of 780. I stupidly agreed, after searching online the struts that they charged $359.90 for I found for $165.30 for the pair, I brought that to their attention and was told that this was just the regular store mark up, and was offered a couple of oil changes to help smooth things over. This is exactly the type of activity that gives mechanics and establishment a bad name. I do not know how these people sleep at night, very well I would guess, complete rip off tactics. I have used them for company truck service and other members of my family have used them for many years, not anymore.
I have been a loyal customer with Brake Masters, for 8 or 9 years now, at the Surprise and Bell location. Managers Chad, and now manager Richard **, they are just awesome. The most and important are the Mechanics, Ruben and the crew. I love their work. I have 2005 Acura MDX, they have taken very good care of all of my cars, never had to bring my cars back twice. I was always, treated with respect, never ever felt disrespected, especially since I am a female. The guys are very nice, and courteous.
Recently, I brought my car in for an oil change, they check my car, as they always do. Richard, notice some other things that was wrong. I just started back to work, and did not have the money to get my car fix. Richard told me what I should do first, but I do need to get the rest of the work as soon as possible, he gave me a very good deal on my car. I could not afford it, but told them to do what was the most important first and told I will bring the car back as soon as I can see if I can get the funds. I just love these guys. I have recommend others. No one will work on my car, but Brake Masters. Thank you so much.
I posted a review and a statement of the incident. Since then and after a corporate intervention, Brake Masters repaired the AC.
They did a diagnose the failure incorrectly. Initially it was handled in a way that suggested I was on my own but a day later, they re-diagnosed the issue and determined that a valve did not sit properly when they checked pressure causing the Freon to evacuate over a few days.
I am satisfied at this point at Brake Master's willingness to accept responsibility and then take actions to remedy the situation. I will allow them to earn my business back.
Went in two days ago for a transmission flush and while I was there asked them to check my AC. I have been getting my truck ready for a summer cross country drive and was getting everything either checked or having routine service. I was looking to make sure my truck would be getting the best gas mileage because I would be racking up 4500 miles in the next couple of weeks. The transmission flush has appeared to go well, an occasional delay in the 1st and 2nd gear shift is gone. It only occasionally happened under hard acceleration. This was recommended by several Ford Ranger pros at 120,000 miles.
My AC has always blown very cold at any speed, but I availed myself of the free AC check while the truck was there. They told me it was right on spec and measured 42 degrees at the vent. Owen, the manager did mention that the compressor was a bit noisy, but all was well. So I took my truck for a few mile drive and all seemed to work okay. Later that day I drove about 2 miles to a local store, all was well. It was nice, so I didn't use my AC.
Two days after the free AC check, I had to go get my tires rotated and an oil change. Hopped in the truck, turned on the AC and the compressor didn't kick on. Oddly enough this exact thing happened after a tune-up before another road trip and it was a loose plug on the AC compressor. So when I got to the tire store in Roseville, I popped the hood and pushed the plug in on the AC. The compressor came on and then cycled off immediately. I got my tires rotated and then drove straight back to Break Masters and they said they would look at it immediately.
15 minutes later Ian, the Asst Mgr came out and said my compressor failed. So I drove into this place with working AC and after they "tested" it and told me it was good except for it being a "little noisy", I had no AC whatsoever. After a short, friendly conversation, Ian said "I will take care of it" and asked me if I could leave my truck now or return it in the morning and he would replace the compressor so I could get on the road. It appeared the situation was resolved.
About three hours later while I was having dinner at a local restaurant, I get a call from Owen, the store manager. He immediately starts in on advising me that Ian, his assistant, did not have the authority to authorize the repair. Furthermore he said he would have to call his District Mgr and he would press to get the authorization. He told me "I have the compressor right here, but it is up to my District Manager". He also then changed his assessment of my air conditioner compressor, and said, well it was working to spec, the high side was this and the low side was that and your vent temperature was 42, but your compressor was a little noisy. He then said he would call is District Manager and then call me back. About 30 minutes later he called and said, they were not going to fix my AC.
If this operation on Auburn Blvd in Sacramento represents Brake Masters, they are either incompetent or scamming liars. In either case they broke my AC during a free check up and then promised to fix it and then reneged. Furthermore, Owen should have called his District Manager before he called me to set up the "we aren't going to do it". That alone is pretty dumb and extremely poor customer service. The first call was unnecessary and a waste of my time.
Stay away from this place because you may be worse off after they do something "Free" to your car. In this case I have wonderful AC and if I had not availed myself of their free check, I am absolutely sure my AC would still be working. These guys assume everyone is some kind of moron when it comes to car service or is ignorant to typical noises that AC compressors make. In the case of Ford Rangers, I have owned about 5 of them and it is quite typical for a Ford Ranger compressor to occasionally "click". That is why I ignored his comment. Furthermore, my AC compressor didn't make any other unusual noises OR ever leak AC. In 3 years I have never needed to top off the Freon. It just works and occasional clicks. So now I have no AC and it is Brake Masters fault. Don't go here, Owen runs a rip off.
Carefree Hwy Brake Masters gave me a quote on replace a timing belt on Sequoia and promised it back in one day. Turned out too big of a job for the unlicensed mechanic but did manage to pull it off 3 days later. The next morning head to San Juan River for fly fishing and made it all the way to Flagstaff before the timing belt shredded and stranded me at the dealership for 8 hours. Seems he forgot to tighten the tensioner pulley. I called Brake Masters and they said they would take care of the bill $750 - and they did.
I submitted a copy of the bill in person and they said they would give me a great price on brakes to make up for the incident of stranding me in the middle of the reservation. So, quixotic being my tendency I said ok. Well, wouldn't you know they said the shocks were leaking and the brakes and rotors had to be replaced and for $1450 they could take care of it.
I said thanks anyway and went to Toyota that afternoon and asked them to check the stated conditions. I waited approximately 45 minutes and the service manager said that shocks, brakes and rotors were all fine. Sure, I wrote a letter to the BBB and BM corporate office but I think this is standard and customary treatment and although I did receive a letter from a corporate name, ultimately the staff was changed to a different store and I suspect the beat goes on.
My truck in on 6/17/2015. I was given a quote of $231. They said they would call me. Then the next day a different guy calls and said I needed brake rotors and pads and it was going to cost me around $700 dollars. I went to pick it up on 6/19/2015 and they had broke off a bolt on the hub so I go to pick it up on 6/19/2015 and they say the truck won't start. They tell me it's my alarm system. Well my alarm never worked. Then they told me to tow it to somebody that knows something about it, so I had AAA come tow it. SHUT THESE GUYS DOWN Pleaseeeee.
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The shop on North Mesa, El Paso, TX told me they would service my AC and I spent $172.00 for nothing, they didn't fix it. When l went back to complaint, they gave me a bunch of **. I would always take my car there and even recommend it. No more!
Brake Masters installed struts. Broke top cover pushing completion of job two more days. Strut rattled and knocked returned car six more times. They would not look at the work they did and told me loose battery, loose spare tire, loose air filter box you must need new control arms ???? Finally after a year of nonsense I take it to the dealership. They agree it is the strut. The tech showed me loose nut and washer. I go to Brake Masters and show them myself what to tighten. They pretend to fix it even putting socket on it, "ok, you're good, bye."
I don't get out of parking lot, nut wasn't tight. I go get wife for witness return to shop just in time for their employee who is spinning doughnuts to almost nail us with his car. I return next day demanding they fix it and when they finally did they broke the trim. Their customer service guy ** said I was rude in the store and wasn't going to do anything for me or about the safety of customers. His response to employee spinning doughnuts and driving recklessly in store parking lot was and I quote "it happens after hours and he said he didn't do it." Way to put it back on customers **.
Just over 3 months ago we had a miscommunication over my brake job deal. I left unhappy and commented on their website of my dissatisfaction. Then "**" responded quickly and offered to correct the issue with a 3 month replacement offer to correct the issue no questions asked. I missed the deadline due to personal life issues. My wife became very sick over same period and relied on my time almost fully. Admittedly, I could have snuck in there somewhere in between. I've decided to just write it off as simply a miscommunication since I DID get brake pads. Just not what I was expecting. Regardless, I'd like to thank them for their offer.
Went to Brake Masters in Norco, CA. What an experience. I came in for an alignment with a coupon. The guy at the counter said the coupon will take care of all 4 wheels at the price of $49.95. He also said the newer cars MAY need a steering reset for an additional $30 (I'm not complaining about this price, but I think an alignment is an alignment and the steering reset should be included). OK..... When I got my car back, the fee was $20 more than I expected. I was charged for the alignment at a different price. I got this lame excuse that all 4 tires are a different price. I asked for my $20 because I believe that I was misinformed.
This guy started to tell me that I was ripping him off and I am wrong and he was right. How humiliating it was. I felt embarrassed but kept my ground because I knew I was right. He went on for another 10 minutes on how right he was while he working on getting my money back. Really 10 minutes. I did receive my money back but with a cost. I will never let this happen to me because I will never go to Brake Masters again. I won't call corporate because I read here that they have the person at the store call you and try to explain their reason without an apology. Sheeesh!
I took my 1991 Pontiac firebird in for a four wheel alignment, they gave me a price to align it, of $69.95. I asked “how long it would take”, “too long to wait, asked them to call when done”. Awhile later they called said it needed other things done. I disagreed because a diff. mechanic just did that work. They proceeded to align and said it was ready to go and charged me another $98.00. I paid under protest and while driving home that night my car [shook, rattled and was all over the road]. This was around the xmas holidays 12-27-15 so on the 12-30-15 I took my car to Pep boys. They discovered that when brake masters did their work they did not tighten up all the bolts that they loosened to adjust it for a correct job. The car was not safe to drive.
I had another mechanic also look it over he said it’s still out of alignment and the struts are ready to collapse so he tightened the bolts under the front end and realign my car. Now it is just fine. B.M. said I should of given them another chance but because of the shabby work they did, I felt they were not competent to try again. So it cost me again another $141.75 to get it fixed and on the road safely.
I brought my vehicle in to have an oil change on Thursday, February 19, 2015. I found a coupon in the paper for $19.95. I did see that it would be extra if more oil of 5 qts were needed and another type of filter. My bill was $ 32.71 after all said and done. I did ask Mike how much would it be if they checked all fluids and he said that is their $31.00 dollar oil change prior to having the work performed. I was not told the additional price until after the oil change was done. I went to church that Sunday and my malfunction indicator light went on which covers the brake instrument cluster. After service I noticed a huge amount of oil and saw it was brake fluid oil. Brake Master was closed and is on the way home for me so drove home. I checked the dip stick when I got home and only a little oil showed. Did not get a very good sleep that night because between Thursday and Sunday I put 50 miles on the car and was concerned about the engine.
I call at 7:45 am Monday morning and informed the assistant manager what has occurred. He said to bring it in and informed him that even though it is not that far I will not drive my car in without oil in it. He sent a mechanic over very quickly and he checked the dip stick and said I had a little oil but will put in more so I can drive it in. When I arrived the service was done very quickly. I also informed the assistant manager when I got there that I saw the oil on the bottom of the car and would like them to steam clean it and also do a diagnostic on my car. Plus wanted to go out there with him because I felt they just didn't tighten up the cap on the vehicle which happens too many times in Kingman. He said that does happen once in awhile. He misunderstood me also and said it had to be on the bottom because if it involved the top portion there would be oil all over the engine and not the bottom.
I worked at the Ford Service for four years and heard of many instances from customers regarding this issue in all places of service. He said he would do what I requested. I saw my car go up on the rack and hands around the area plus flash lights. I walked out there on my own accord and the service manager informed me that the o-ring on the oil filter housing was kinked which made it leak. They can't tell if it was a defective filter until later. He showed me a new filter and o-ring but not the one I had installed on my car. I did have an appointment that morning elsewhere and had to cancel because of this episode. I went back inside to wait to finish and just mentioned the filter on the o-ring to another employee at the counter and said it was funny that there was no oil on the engine. He just said that any leak deals with gravity and went down. A contradiction of what was told earlier to me.
The assistant manager came out and said all work was done and gave me my keys and said I was free to go. I requested to have the service done in writing. So he wrote what was done. Asked him if they did a diagnostic on the engine so I know it's ok and he pointed It out on the paperwork that he did. The following is what he wrote: customer returned for oil leak after oil service was performed. Tech found the o-ring on the oil filter housing was torn and leaking. Tech replaced seal with new one and cleaned engine, engine bay and underside of vehicle. Also service engine. Soon light was on. Found code for oil pressure switch low. This was due to the seal not holding pressure in engine. Cleared light after seal was installed.
My feeling is that they lied to me about the reason of the leak and dishonesty does not sit well with me. My mil light was on not the service engine light on. I also stopped at another place in Kingman and asked the service manager if this story sounds correct and said they should of just admitted their mistake and not blame an o-ring. It just doesn't happen that way. I will be bringing my vehicle for service at another location in Kingman from now on. They always have a $24.95 oil change and all fluids are checked with this price. Brake Masters was very courteous and efficient regarding correcting the problem as was I but no incentive to go back to Brake Masters and will tell people I know not to go there.
My truck was having vibration issues when the brakes where applied (front brakes). I took it into Brake Masters a 5110 e Ray Rd for a free inspection. They complete the inspection and advise me one rotor cannot be resurfaced again and needs replacement, and the other is right on the cusp of needing replacement. They recommend other upsale items as well. Upon learning the rotors needs replacing, I purchase new rotors and pads and installed them myself. Imagine my anger and disappointment when one wheel stud and lug nut broke off. The wheels, tires and lug nuts were all installed NEW in September 2014. They were the first and only party to touch the wheels since, and the stud and lug nut break off?
I went to Brake Masters and they said I needed around $1500 in brake repairs for a car that is valued around $1500. I left without repairs and years later the brakes were fine. They offer an initial brake service that's very expensive and say future brake pads will only cost $20. When I went back to get the $20 brake pads they said I needed a new caliper and now my bill will be around $400. I foolishly paid them. I will never go there again.
Anthem location. My brake shaking occasionally when I apply the brake and I thought brake fluid is leaking too. So I brought it to Brake Master for inspection, cause they are the master in breaks. It turns out they found nothing wrong and charge me $100. Now they start guessing the problem and recommend repair to me that they will not guarantee fix it. There is something wrong, they don't know how to troubleshoot brake. Waste my time and money. DO NOT go there.
I paid over $440 for new brakes in April of last year...and already my brakes are grinding when I go in reverse... Took to them again today and they wanted another $89 for each rear rotor plus $88 for service!!!! I should have excellent brakes for that PRICE and not just for one year. I refused to pay them anymore and they sanded down the rotor since they ONLY resurfaced them in April instead of replacing them for that outrageous price...was told when they start to grind again will need to replace they can no longer "mic" them.
Advised price, not advertised price and charged more. Left car dirty, disheveled, personal property gone through, out of place, did not return car in same clean condition. Have not corrected problem after purchase of new premium brakes, reluctant necessary brake adjustments. Problems created now necessitate additional repairs.
The Anthem store tried the same exact thing on me today - test drive then rack it and try and sell you every front end part part under the sun, except that they forgot that I had this same truck in 6 months ago and they replaced everything back then. How could it all be worn out in 6 months. I told them to lower my truck and they would never see me again. The mechanic told me my tie rod end is going to fall off. I told him I was going to get on every website and tell them what they did to me today. They do this stuff all of the time and get away with it. Something needs to be done.
I brought one of my cars to Brake Masters in Chandler, AZ (Gilbert **) last month to fix an oil leak. I informed the guy behind the counter that I had an estimate from another company that was lower, which this company advertises that they match. I also asked if they had coupons for the service. Instead of assisting me for the appropriate coupon (many businesses will provide on-site), he told me I could look it up myself. I thought the way he responded was really rude but proceeded to do just that after dropping off my car.
I went back to pick-up my car & presented a coupon that I found from their competitor. The same guy behind the counter told me that I had to present the coupon when I received the estimate when I dropped off my car. I reminded him what he told me about looking-up coupons myself when I dropped my car off & that he didn't mention (nor did the company's website) anything about a certain time-frame of presenting a coupon. Why would it matter, unless they are trying to "adjust" their price, depending on the coupon amount! He expressed his reluctance of accepting the coupon & said next time that I would need to present it during the time the estimate was done.
Yesterday, I attempted to use the same Brake Masters again, due to it being the closest location to my house. I took my son's car to get the A/C checked. Again, I had a competitors coupon & was told they had a better price (there was no coupon for that price posted on their website or every day price), so I told him I would take the lowest price. Of course, when I went back they tried to over-charge me, stating that the "coupon" covered labor (which it didn't). The person I originally gave the coupon to gave it to the person that I had issues with the 1st time. Both times, the person hesitated like I'm going to back down, which I didn't, and they had to honor the coupon.
I decided to call Brake Master's Corporate Office to make a complaint feeling hassled (twice) just for attempting to use competitors coupons, & the behavior of their employees. The guy at corporate (corporate) asked what I wanted him to do, with no apology. I told him that I would like him to follow whatever protocol that is use in matters like this. The next then I knew, that evening I get a phone call from the guy I complained about. Really??? So that's their protocol??? I called corporate back & left a voice mail to the same guy asking him why he would inform the worker that I reported, instead of going to someone higher! Of course, the guy I reported wanted to justify why he did, what he did, of course acting like I didn't know what I was talking about. I told him I wasn't going to debate this issue with him & that he shouldn't be calling me, and hung-up. I didn't call corporate for me to have the person I complained about call me, or I would have done that myself!! I left the guy at corporate a v/m & told him I didn't appreciate that the person I complained about called me, instead of resolving it in a different manner.
He then left me a v/m & stated that he called the store and told them that they have to follow policy about taking competitors coupons...again with no apology. Really??? I guess the guy at corporate really missed the point...it's not just about the coupons...so much for customer service! I will never go back to this establishment again!!! I just wonder if they would have treated a man this way...don't think so!
I took my son's 2011 HHR into Brake Masters at Coors and I-40 for a wheel balance problem. They said the vehicle needed Struts and shocks even though the car was practically new and had low mileage. I went ahead and had them installed for over $800.00 (now I realize the car probably didn't need Struts). I then took the car to another place to have new tires installed. They asked what I paid for the Struts, I showed them the receipt and they informed me that I paid WAY TOO MUCH for the parts and labor. A month later, I took in my grandson's 2007 Saturn Ion into Brake Masters for an oil change.
They said it badly needed Struts and Shocks. I said I thought I had already done that here a few months ago. They checked their computer and said no, only oil changes on their records. I knew that was not true so I declined to have them installed and just went with the oil change. Then I went home and found the receipt for the Struts and Shocks that I had them install, Monroe parts (under lifetime parts warranty), only a year earlier for $811.42. I realized I was being SCAMMED by Brake Masters. I immediately took my receipts back to the Brake Masters shop. When I got there, I asked them to just give me the parts under warranty and I would install them myself.
They refused, saying "it doesn't work that way." They have to install them and charge (overcharge) me for the install. Then I proved to them that the Struts were still in good shape and the car didn't need them so how could they say I needed to replace the Struts after only putting about 10,000 highway miles on them? Heck, the tires weren't even showing any strut-type wear. The manager went with me outside to the car where I proved to him the car did not need Struts. The Brake Masters store #196 at I-40 and Coors Blvd. is running a Strut and Shock scam on its customers. It used to be a reputable location to service your car but now, under its current management, they are obviously scamming their customers and my receipts prove it.
They call it their Shocktober special in October, Shocknovember and ShockDecember, etc. They will tell you that you will get $100.00 back from a rebate from Monroe but when you read the Monroe rebate, it only for one of the cheapest items which will usually be the cost of a shock for most cars so you're lucky to get $50.00 back. AVOID THIS BRAKE MASTERS LOCATION AT I-40 AND COORS BLVD!!! If they will scam people for struts, they likely will for other items as well. There are plenty of reputable auto repair business in Albuquerque. Consider yourself warned. AVOID this BRAKE MASTERS at I-40 and Coors Blvd, if not all of them!
As of January 24, 2014, the matter has been resolved with the help of Store Manager "Rocky" Vega. And I give Brake Masters of Casa Grande 5 stars!. Their mechanic Minh, is one of the best automotive mechanics anywhere in Southern Arizona. The fact that Brake Masters was willing to listen and to respond to my complaint means that I wish to retain their business. Well done.
I took my Ford Ranger into Brake Masters for a simple oil change with a coupon for $19.95. Once the truck was on the rack stand, the assistant manager, Juan **, told me it needed new shocks, a timing belt, and ball joints for the front wheels. He showed me underneath the truck the problems with a flashlight. We went inside the office and he began to calculate how much the repair work would cost. At first, it was $1,800.00, then he came down to $1,250.00. He showed me the invoice, $800.00 for labor and the rest for parts. I said, "Well, I know I need shocks and a timing belt but the ball joints looked bad too." So I said, "Can you do it for $1,100.00?" Juan ** said "Yes". Little did I know that he intended to manipulate the entire cost of the repair to his advantage by juggling the "numbers" so bad that it looked legit. He would find the cheapest parts in town and then charge me the highest cost for labor. I intended to make a formal complaint with the store and the company.
On May 25 at 8:30AM, after having new tires installed at Discount Tires located at 5134 E Speedway, I then took my vehicle to the Brake Masters located at 5810 E Speedway for an alignment of the front suspension. At which time, I witnessed an employee take my vehicle for a test drive. Seems normal. After return and the vehicle being on the lift for the alignment, the Store Manager informed me that they would be unable to perform the alignment due to "faulty tie rod end." At that time, I was prepared to pay for an alignment, not extra parts and labor.
Today, June 1, I took my vehicle to the dealership where it was purchased for an oil change and alignment. Guess what? They were able to perform the alignment with no mention of needing a tie rod end. It appears to me that Brake Masters is trying to overcharge customers for things that are not needed. I am glad that I took my vehicle to the dealership instead of relying on what Brake Maters was trying to do. I personally feel that this is fraudulent business practice and there should be some type of investigation launched against Brake Maters!!!
While performing an oil change, Brake Masters managed to break a storage compartment inside my vehicle. Today, the area manager had the nerve to tell me there's no way it could have been broken except from up under the dash and that his technician said it was already broken. I don't appreciate being called a liar and why were they going through storage compartments during an oil change?
Brake Masters at Saviers, Oxnard, California: I went there to get my starter changed only. I took my car to the shop around 9:15 am. I was not expecting that they would open my flywheel and show me that I have to change it. They told me they opened it because it was connected to the starter. It was supposed to be two hours of work on my starter. It ended up to be four hours because the mechanic named Ai told me they would take my intake manifold out which would require him extra time. With the two hours of work earlier, I don't know what was done on my car. They also told me that I needed to replace my intake manifold gasket. So, I told them to put everything back to normal and I would take my car to another shop. But the manager told me they would charge me for the two hours of work they have done since they were half way of the work for my starter. So I didn't have a choice but to get it going.
At 1:15 pm my car got a new starter, but I noticed the grinding sound now was after you start the car. My car didn't have any grinding sound before, which concerned the flywheel before they opened it. It was only the starter that gave a cranking sound at start. But now after the new starter was installed, it gives me the grinding sound after it starts. So I got into questioning them, "Why is this happening now?" And I told them I didn't give them permission to open my flywheel and I just wanted a service for a new starter. They told me it was part of it. I was very disappointed with my starter service leaving me a grinding sound now after you start your engine. I know my car very well.
I felt the dishonesty for service and mind confusing since they added/pointed out a lot of problems in my car and for taking out the intake manifold which would require them more extra hours, extra work - four hours, but I just went there to change my starter, not to change more extra parts on my car. This happened today on Oct. 31, 2012.
I went into Brake Masters in Surprise, AZ to have my A/C checked for their $19.95 cost. I stayed outside with the mechanic who was working on my car the whole time. I informed the mechanic that it had a new A/C compressor and drier installed and had the system recharged in September 2011. I informed the mechanic that the freon had leaked out and that I had a leak somewhere. The mechanic stated that he would put oil and dye, and a little refrigerant into the system to locate the leak and that was part of the $19.95 price.
When I went into to pay, the cost was $170. The gentleman inside brought me a form to sign, and the bill. I never authorized Brake Masters to fully charge my system because I knew there was a leak. I was informed that they had to do this to check the system and are now telling me that they have my signature authorizing the work. I informed the district manager and he offered to replace the refrigerant at no charge and to fix the line that needs repair and that he had my signature authorizing the work.
I informed him that at no time did anyone with a white shirt give me a form authoring the work as I was outside the garage bay the whole time and only dealt with the mechanic. They were only to check my system for the $19.95 price. What they did was have me sign their form after they said my car was ready and I went inside and they handed me the form with my bill. The form was to be signed before any additional work is done, not after the fact and given with the bill as a part of the normal procedure in order to get your car. I want my money refunded less the $19.95.
My daughter took her car to Brake Masters in Lake Havasu City, AZ, for an oil change, and was told by the service writer Richard, that she needed a fuel filter, and that the total cost would be $69.00 to replace it. The interesting thing is that a 2005 Nissan Sentra has no fuel filter. When I called Richard about the issue, he stuck to his story, and told me to call the district manager Jim. When I talked to Jim, he acknowledged the fact that the vehicle had no fuel filter, and that it was just a mistake. My main complaint is that something similar happened a while back. I took my truck into Brake Masters, Lake Havasu City, for front brake pads, and they told me I needed a front brake caliper. I told them I had just had it replaced the week before at the dealership, and that it is warrantied. They then proceeded to tell me to take it back, which I did. The result was the caliper was fine, and I was charged $90.00 for the inspection. Brake Masters in Lake Havasu should be investigated for improper business practice.
I took my car in for an oil change back in April or May 2011. Brake Masters tightened the oil pan nut too tight and cracked my oil pan. They gave me a hard time to fix it until I contacted Consumer Affairs and filed a complaint.
Brake Masters then contacted me and stated that they would make the necessary repairs if I took the car into their shop. I was informed that it would take 2 to 3 hours to replace the oil pan that I had to buy at a Buick dealer. I waited for my car from 8:00am until 7:30pm the whole day. I lost a full day's pay of 10 hours at $250.00 and my car still wasn't repaired. When I walked back into the shop with the manager, I noticed that the wires were hanging down from under my dash and cut with a razor blade. The blade and electrical tape were in plain sight. I asked the manager why were they cutting my wires? His response was that a wire was pinched and stuck to the chassis when they lifted the engine of my car, and that the car wouldn't start.
I became upset and stated to the manager that my car had been in storage for 10 years and that it was in excellent condition and that I was very displeased regarding the cutting of the wires. At 8:00pm, they acquired a rental car for me so that I could go home and not miss another day of work. The next day I contacted Brake Masters and they stated that my car still wouldn't start and that they were going to have it towed to an electrician's shop. I picked up my car the following day. The manager's supervisor apologized and promised me that Brake Masters would honor the warranty for up to 1 year, if I had any electrical issues in the future.
For the last month I have had electrical problems with blowing out the fuses for my dash lights, blinker problems and my radio shutting off by itself. I never had these problems with my car until I took it to Brake Masters, and I can't afford to be having it fixed anymore. I am a senior citizen on a fixed income. I have been a Brake Masters client for many years and I'm filing this complaint hoping that you can contact Brake Masters and have them honor their 1-year warranty to correct my electrical short problems. I have stressed out over all the inconvenience that these problems have caused me and due to my health issues, I cannot afford to argue with anyone. Please have them contact me and correct the problem that was created and caused by them a few months ago.
I am disappointed in Brake Masters. At this location, they have gone through three managers since I had brake work done on my PT Cruiser. My PT had approximately 130k plus miles before I had to do the brakes. Very fortunate indeed. I took the car in as there was a grinding noise on the left side. They said my calipers were bad so they needed to be replaced. They also cut the rotors and put in new pads. I brought the car back about 2 to 3 months ago for the same grinding. They re-cut the rotors and sent me on my way.
Last week, I took my vehicle back in for the same reason. The calipers had damaged the rotors again. Now, I had to pay for new rotors and an upgrade in pads as the manager said the ones they replaced were not that good and wear out too soon! That might have been good to know in the beginning. Then they tried to charge me full labor for the work. How ridiculous is that when the original work was supposed to be guaranteed? Or are just the parts guaranteed? Obviously, they do not back up their mechanics' work.
My guess is that I did not receive new calipers, maybe only rebuilt if that. I am going to take my vehicle to a reputable brake specialist and have them give me a diagnostic. There should be no reason that I have to come back within a few months of having a full front brake job to have the work done a second and third time.
On March 19, I took my car in for an oil change. After the work was done, I was informed that there was a crack around the oil pan drain plug. I informed the manager, Nicole, that my car never had any oil leaks. She stated that they were not at fault. I took my car home and after an hour, I noticed a big oil leak on my garage floor. I took my car back to Brake Masters and they once again stated that the damages were not their fault. I was upset and told the manager that I was going to contact the Consumer Affairs Dept. and file a complaint. Her response was, "Do what you have to do! It's not our fault." I asked to speak with her supervisor but was denied access to him.
One hour later, I was contacted by Nicole and she stated that her supervisor stated to her that if I purchased a new oil pan, they would install it for free. I told her that I shouldn't have to buy anything especially since the damage was done in her shop. Her response was, "That's the best that we can do. So if you want it done, you have to go and purchase a new oil pan." I went to the Buick Dealer and purchased a new oil pan for $181.67. Then, I went back to Brake Masters and scheduled a date to repair my car. I was told by the manager that I could bring it in any day and that the repairs would only take two to three hours.
On 3/23/11, I arrived at Brake Masters at 8:00 AM. While I was there, I noticed that the mechanic dis-assembled my entire front end. The front axle was on the floor along with my starter, rotors and other parts. My engine was tiled and the transmission oil was leaking all over the floor. Four hours had passed so I asked the assistant manager, Richard, how long the repair was going to take. His response was, "We're almost done." I told him that I was missing work and losing money. His response again was, "We're almost done." At 2:00 PM, I walked in the shop and noticed that no progress had been made.
I asked the manager what's going on because nothing is being done. His response was, "As soon as my mechanic finishes, I'll inform you." At 5:00 PM, my car was still dis-assembled. I asked Richard, "What is going on? This was supposed to take two to three hours according to Nicole and I have been here since 8:00 AM." He then stated that the car wouldn't start. I walked in the shop and noticed that the mechanic was pulling on wires on top of my engine and that two wires were damaged and cut. He stated, "There's no problem. I will fix them with electrical tape."
Then, I looked inside my car because the drivers door was open. I noticed wires cut and hanging on the floor next to a razor blade. I stated to the mechanic, "What are you doing to my car? You were supposed to fix my oil pan, not cut my wires and possibly cause an electrical short?" He stated that I needed to go back to the lobby because of the cameras in the shop. I was very upset. At 7:00 PM, my car still didn't start.
I had been at Brake Masters since 8:00 AM. I was very upset and tired. I had lost $250.00 from missing my 10 hours of work. I stated to the manager that I couldn't miss any more work and that they needed to get me a loner car. He contacted his supervisor and the loner was approved. By the time the car arrived, it was already 8:40 PM. I had spent 12 1/2 hours at Brake Masters. The next day, my car was taken to an Electrician's Shop and my car was returned to me. I noticed that my car wasn't running the same. The idle was ruff and the car didn't start as easy as it used to. It felt like not enough amps were kicking over the starter. I contacted Brake Masters and asked to speak with their supervisor. Two hours later, Mr. Sal ** contacted me.
I shared with Mr. Sal ** how disappointed I was with the way I was mistreated and disrespected by Nicole, his manager, and that I was going to contact the Consumer Affairs Complaint Dept. All he did was apologize and that was it. I filed a complaint with Consumer Affairs which I believe was on 3/28/11. In the complaint, I asked to be reimbursed for the time lost from work which was $250.00 and the $181.67 for the oil pan.
Two days later, Mr. Sal ** contacted me and stated that he could not pay me for my loss of work time but that he would pay me for the oil pan. I stated to Mr. Sal ** that my car still wasn't running right. That my starter was not amping up like it used to and that I was very disappointed. He told me that he would mail me a check for the oil pan and guarantee my car for a period of one year if any problems occurred due to their services and repairs. On 4/10/11, my starter started to spin and not engage. I started to have electrical problems also. The key bell goes on while I'm driving and also the dash lights go on periodically.
My cruise control also engaged without my engaging it. This became worst as time went on. I called Brake Masters and informed the assistant manager regarding this problem. He stated that he would contact his supervisor, Mr. Sal **. After an hour, Richard called me back and informed me to bring in my car and that they would check the starter and see what the problem was. I took my car in on 4/29/11. I waited for 1 and 1/2 hours. The manager told me that they checked the car and that the starter was just fine--no electrical problems were noticed. I informed Richard that my car had let me stranded several times in the past week and that the bell was ringing on occasion.
He then became upset and once again stated that there was nothing wrong with my car. He tried to get me to sign his release document in which I refused to do so. He brought me my car to the front of his shop and didn't say a word. I then tried to start my car and the same thing happened, the starter was just spinning. I honked my horn at Richard and he returned. I told him, "See? The starter isn't working." Then, I tried to start my car again in front of him and it still wouldn't start. He said that it wasn't their fault and just proceeded to walk away from me while I was still talking.
This was very upsetting to me. I felt that I was disrespected once again and that Richard just didn't care about me as his customer. I had to take my car to another auto mechanics shop and have the repairs done. The cost was $216.46. In my complaint, I want to be compensated for the repairs worth $216.46 and also the time missed from my work worth $250.00 due to their mishandling and disrespectful treatment which I received.
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