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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Brake Masters of Sacramento, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Brake Masters of Sacramento, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 15 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

15 complaints closed with BBB in last 3 years | 6 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 1
Problems with Product/Service 14
Total Closed Complaints 15

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Brake Masters of Sacramento, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: May 04, 1998 Business started: 01/01/1983 Business started locally: 01/01/1983 Business incorporated: 06/19/1998 in AZ
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

CA Bureau of Auto Repair- BAR
10949 North Mather Blvd, Rancho Cordova CA 95670
http://www.bar.ca.gov/
Phone Number: (800) 952-5210
The number is 212042.

Type of Entity

Corporation

Business Management
Mr. James Estep, Area Manager Ms. Nancy Auslander, Marketing Coordinator Mr. Mike Carroll, Store Manager Mr. Richard Fortuno, COO Mr. Timothy Harphant, Customer Service Manager Mr. Eric Laytin, Vice President Mrs. Sarah Laytin, Secretary Mr. Shalom Laytin, President Mr. Fred Martin, Store Manager Mr. Laytin Shalom, Owner
Contact Information
Principal: Mr. James Estep, Area Manager
Customer Contact: Mr. Timothy Harphant, Customer Service Manager
Business Category

Auto Repair & Service Brake Service

Alternate Business Names
Brake Masters
Products & Services

Brake Masters of Sacramento, Inc offer complete brake service as well as, oil changes, tire rotation, radiator, brake and transmission fluid exchanges, belts, hoses, batteries and air conditioning service and replacement.

Industry Tips
Auto Repair - Road Signs of Good Business

Additional Locations

  • 10221 Fairway Dr

    Roseville, CA 95678 (916) 774-1600

  • 106 Harding Blvd Ste 2

    Roseville, CA 95678

  • 1210 N Tracy Blvd

    Tracy, CA 95376

  • 2265 Sunrise Blvd Ste B

    Gold River, CA 95670 (209) 279-7400

  • 3261 Northgate Blvd

    Sacramento, CA 95833

  • 515 E Yosemite Avenue

    Manteca, CA 95336

  • 5810 Auburn Blvd

    Sacramento, CA 95841 (916) 338-5656

  • THIS LOCATION IS NOT BBB ACCREDITED

    6179 E Broadway Blvd

    Tucson, AZ 85711 (800) 888-5545

  • 8456 Elk Grove Blvd

    Elk Grove, CA 95758

  • 9348 Greenback Ln

    Orangevale, CA 95662

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Additional Phone Numbers

  • (209) 239-7400(Phone)
  • (209) 836-3500(Phone)
  • (916) 338-5656(Phone)
  • (916) 427-2895(Phone)
  • (916) 638-2886(Phone)
  • (916) 714-8585(Phone)
  • (916) 786-7800(Phone)
  • (916) 921-0502(Phone)
  • (916) 988-0737(Phone)
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Complaint Detail(s)

12/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/20 I stopped into Brake Masters at 7:30am for an oil change. Upon arrival there was an advertised 3 in 1 special. This special included an Oil change, Fuel System cleaning service and Engine Flush. For $89.95 (estimate is attached) I hadn't received any of these services (other than an oil change) since I've owned the car. So in the attempt of keeping up with regular routine maintenance, I decided to have this work done. Upon checking my keys in, I advised the clerk, ****** I'd also like them to conduct the FREE wheel alignment in addition to the special. ****** then proceeded to ask me if I would like a free brake inspection. I advised ****** an inspection was done a few months back, but didn't see a problem with having another inspection done. I thought "better safe than sorry". (inspection dated 6/6 attached) When check in was complete, I asked for ride back home and was initially told a ride was unavailable, although Brake Masters advertises shuttle service? (See advertisement at bottom of coupon attached) Eventually ****** advised me she would take me her in her personal vehicle. I waited patiently in the waiting room for a ride back. Later in the day I received a call from ****** who advised me they conducted my inspection and found my front rear brake rotors warped and both hub bearings having excessive movements and outer tire rod ends. This boggled me since again I had this same inspection done a few months back & was not advised of any of these issues. I asked ****** why this info wasn't relayed to me back in June & how it would be possible for all of these issues to become present now. I wasn't given a reply. Just silence on the phone. After an awkward minute of silence I asked now much to repair and he advised he'd call me back with an estimate. At 12:29pm ****** called back with an estimated total of $1019 and some change. I initially yelped at the cost still trying figure out why such repairs wouldn't have been mentioned during my previous visit. I hung up to gather myself and think about my decision. After thinking about it, I decided to invest in having the work done thinking it was best for the safety of my 2 year old daughter and myself. Although I felt this was still a hefty charge I didn't want to chance driving around with a failing brake system so I called ****** back. We discussed possible financing and I let him know I would proceed in getting the work done. He placed me on hold to obtain a grand total including taxes, etc. when he got back on the phone he quoted me close to $1500. We disconnected our call. Around 5pm I hadn't heard anything from anyone so I decided to call the shop. It was 5:07pm this time. I asked the status of my vehicle and was advised they were just finishing up & they would be done shortly. I asked if someone would be able to pick me up as I didn't have ride. Initially I was told no ride was available, although again, shuttle service is advertised. I was told to try to find a ride and if I was unsuccessful, they'd come get me. I was unsuccessful in finding my own ride. ****** picked me up in her personal vehicle and drove me back to the shop. I proceeded to check out. Upon check out I was greeted by ****** and used this opportunity to ask again, why these new repairs weren't mentioned during my previous visit in June. Again, I didn't get a reply, just a blank stare and shoulder shrug. Instantly I felt something wasn't right. Feeling reluctant, I proceeded to pay, as I felt that was the right thing to do & knew that had I not, I would not have my keys returned to me. After I paid, I left the shop feeling unsatisfied and wearing about the work that I paid for. (I'd like to point that when the inspection was conducted on 6/6/14, I advised Brake Masters that my front brakes has recently been replaced in the months of Jan. I'm now questioning whether or not the "replacement" done in Sept was necessary.) Once I left the shop, I went to fill my gas tank up and noticed my mileage read 50 miles less than what it normally read when full. By this time, the shop was closed and I knew I couldn't get any answers until Monday. Throughout the entire weekend, I noticed the mileage on my dash jumping up and down. For example it'd say I had 300 miles and no less than driving a mile down the road, it'd say I had 290. This mishap occurred throughout the weekend and is still happening to this very day. I didn't have this issue prior to visiting the shop on 9/20. This instantly confirmed that whatever service they did in regards to the fuel injection and/or emissions, messed something up on my car. Had a road test been done Brake Masters would have caught this problem. However, the nature of the work and its cost bothered me the entire weekend. On 9/22, I drove back up to the shop after work. My daughter and her dad accompanied me. ****** was at the front desk and I asked if I could retrieve the parts that they took off my car & also a breakdown of the labor cost associated with the work done. He nodded his head and walked into the garage area. During the wait, I took my toddler to the restroom and by the time we got out, another shop employee was engaged in a conversation with my daughter's dad. From the moment I walked out of the restroom I noticed the conversation the shop employee and my daughters dad were engaged in, was intense. As I stood there I repeatedly heard my daughters' dad ask the employee for the breakdown to the labor costs of the job entailed. The employee repeatedly denied his request. The demeanor of the shop employee was defensive, unwelcoming, and careless. The shop employee rudely advised he did not have to provide this info and he wasn't obligated to show us anything. The shop employee eventually told my daughter's dad that he was done with him and he'd only speak to me. (His exact words) I found this to be very rude and disrespectful especially after spending a lot of money in their establishment. I stepped in and advised the shop employee that I came to retrieve the parts from my car and to obtain a breakdown of work entailed & the labor costs. I explained to him that although I paid for the service, I felt the total was pretty hefty, & that I'd like to see a breakdown of the cost associated with the labor work to get a better understanding on how the cost were factored in. I also questioned why none of the issues they worked on over the weekend were mentioned in my previous visit in June. The employee rudely replied, stating he didn't have to show or prove anything to me. Those were his exact words. He did not reply to the question in regard to my inspection in June. I advised him that as a customer who just paid over $1400 in repairs, I should have the right to see how these charges were factored in. His reply to that was "you agreed to the repairs didn't you?" I acknowledged that at the time I did, but now have questions & concerns pertaining to the nature of work and that I'd like to see how these labor costs were factored in. I advised him I felt the labor price was a bit extreme for the work entailed, not to mention some of the costs for the parts. I asked the employee "how would I know that he didn't make up these rates?" He looked at me with a baffled expression on his face, and advised me the rates were in his computer. I asked again if he would show me & that all i wanted was to "see" how he came about factoring in these costs and to be sure I was priced fairly. He replied stating that he was the manager of the shop, this was HIS store and did not have to show me anything. This is when I learned his position with the company. I asked his name, he never gave a reply. During his entire engagement, his demeanor was rude, defensive, and out right inappropriate. I promptly mentioned to the manager that I was still having issues with my car that I wasn't having prior to my visiting the shop. I also informed him they were only to conduct the free alignment check, not perform the actual alignment. I also informed him my invoice did not reflect the engine flush, however my invoice reflects the charge for this service, which was included in the 3 in 1 special. I questioned whether or not they actually performed this service. He did no allow me to fully address these issues. Nor did he acknowledge them. I had tears in my eyes by this time because I felt like he was hiding something & instantly got the feeling I had been swindled. i was in fear of proceeding with the conversation because his body language spoke volumes and he began moving in close to my person. I felt very intimidated at this point. Since we could not resolve the issue in store, I stepped out to call the sheriff's department. This was the only route for me to take. Three sheriff's were dispatched to the scene. Officer Viec was the first to arrive at the scene. 2nd was officer Schoph and 3rd was officer Parra. I proceeded to advise them of the situation. They took a look at my invoice and their body language indicated that they too, felt the charge was pretty hefty although those words weren't actually spoken. I advised them of what I cam for and never entered back into this business establishment. The officers and I stood outside for a long duration of time trying to rectify the problem. Eventually one officer brought out a box of parts. Whether or not they were mine remains questionable. I believe he only provided the parts because the officer asked. I don't understand why I wasn't able to successfully retrieve the parts myself, upon request. During the conversation in store, the shop manager advised me himself they replaced over 40-50 brakes during the weekend of my visit. One officer brought out a document which he advised the shop employee presented to him as the breakdown of the labor cost. This document did not show any type of breakdown. It was generic piece of paper with a bunch of decimals that I did not understand. (This document is also attached) It did not help me to understand how the labor costs were factored in. This again gave me a feeling that he was still trying to hide something. I knew that after receiving this piece of paper and box of questionable parts, I would receive nothing else. Again, I was not able to address the other issues I was having with my car, which could have been identified had they completed a road test, upon completion of the work. I proceeded to my vehicle and left the premises. During my drive home, I became frustrated in monitoring the mileage gauge on my car. I can't determine how many true miles I've driven nor can I determine how many true miles I have left in my tank due to the mishap at this shop. This hasn't functioned properly since my visit. It could be a result of them damaging something on/ in my vehicle. This has put me in the position to have to spend more money elsewhere to find out what this issue is and also another repair cost that may be associated. After spending over $1400 in repairs at this shop, I currently don't have to the money to have this work done. I fear every day in something happening as I'm driving my toddler and myself in the car. On 9/24 I called the shop and simply asked what the name of the shop manager was. ****** answered the phone and acknowledged he was the shop manager. This is how I learned the name of the shop manager I was dealing with. Again he was not forthcoming with the info when first asked during my visit on 9/22. In addition, in choosing not to do business with this dishonest shop in the future, I can no longer take advantage of the "lifetime" warranty that comes along with the brake job I paid for. Brake Masters pride themselves on being "An Honest Brake" repair shop. This is mission statement found at the top of their invoices and also on the uniforms they wear around the shop. I find nothing about their services or the experience I encountered at this shop to be honest. At this point I am no longer interested in obtaining the breakdown of my charges through their company as I don't trust anything provided from their company. What I am asking for are all of my expenses to be reimbursed or at the very least, half of the full cost. I stopped in to Les Schwab's on Thursday 9/25 to have my car inspected, in the attempt to verify the work Brake Masters claim to have done. I was advised they could not complete a proper inspection based on the condition my tires were in. I showed the sales rep my invoice from Brake Masters and was advised that my wheel alignment should not have been conducted under these circumstances of having damaged tires. I was advised tires have to be in good condition in order to have a proper alignment inspection completed. Brake masters never advised me if why a wheel alignment was necessary. I do not believe it was. So not only did Brake Masters charge me for a service I didn't authorize (wheel alignment), they failed to inform me that my tires needed to be in good condition before that type of work was done. On 10/17 I visited Elk Grove Buick GMC to have my recalled car key fixed. During visit I briefly mentioned the mishap I had with Brake Masters to the shop clerk. I specifically referred the issue I was having after having the fuel injection service done. I asked that they conduct a visual inspection to determine if in fact there was a problem. Upon picking up my car, my invoice indicated that a fuel injection service Brake Masters charged me for was ever done to begin with and/or not completed properly. I'm curious as to why Elk Grove Buick GMC would recommend a service that was supposedly done, even after I advised them I had the service done within the last month and also have the invoice to prove it. Again, I question whether or not all the work from Brake Masters was necessary to begin with and also whether or not all work presented on my invoice was actually performed. I also feel as though they had something to hide based on the fact I wasn't presented with the information I requested, upfront. I am asking that all this information be taken into consideration for the reimbursement I am requesting. No customer should have to endure the rudeness, disrespect, intimidation, arrogance, cocky attitude, unwillingness to compromise as I did through my experience with Brake Masters. Attached are the detailed documents showing: #1, the first inspection conducted in June and the receipt for the work that was done #2, the second inspection report conducted in September #3, the actual invoice(s) for the service(s) I paid for on 6/6 and 9/20 #4, the generic document showing the breakdown of my labor cost (very ambiguous) #5, the coupon that advertised shuttle service #6, A list of reviews from a review site called YELP, which present customer's complaints who's experiences were similar to mine and also indicates the experience with the same manager ******- based on these reviews and my encounter with this shop. I'm weary as to what other "issues" may be in store for me down the road. Unbeknownst to me, this review site exists and I too will be taking the time to write a review. #6, pictures of the box of parts give to the officer - no brake pads were included in these items - When I had my brakes inspected in June the REASON my front weren't replaced was because they had been replaced in Jan of this year. During my visit in June, I was advised by Brake Masters my front brakes were fine and now during my visit in Sept, all of sudden my brakes need replacing? This is questionable. Upon researching the identity to the parts in the box that was given to the officer, I noticed I didn't have ANY brake pads. This leads me to believe they didn't need replacing for the reasons I stated in my dispute. In addition, the box of parts weren't #7 the estimate created on 9/20, which list the 3 part special (the engine service included in this special isn't listed anywhere on my invoice) I question whether or not the full service was done #8 - the invoice form GMC All of there concerns result in my having to spend more money to have my car inspected and/or corrected. Please Take into consideration the highlighted reviews and read in its' entirety as these pertain to the similarities in the experience I encountered with the shop and its' staff. This shop is not honest AT ALL and I cannot reiterate enough. Ultimately I took Brake Masters based in their advertisement of being a "HONEST" brake. The experience I encountered was not honest at all and I was left feeling ripped off.

Desired Settlement: Again, I am asking that half my total cost be reimbursed. Thank you for your attention in this matter.

Business Response:  

 

Date:  11/14/2014                                          

CUSTOMER NAME:  ***** ******

BBB CASE #: ********

 

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.

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, and we believe we have addressed the concerns that ****** has and we do not feel that any refund to be granted.

9-20-2014, Ms. ****** brought in her 2005 Pontiac Grand Prix in for an oil change and other services. Upon our inspection we contacted Ms. ****** and recommended several services. Ms. ****** approved those services. Brake Masters completed the repairs and Ms. ****** picked up her vehicle.

The manager that Ms. ****** was referring too was indeed our Area Manager for Sacramento. The return visit with Ms. ****** and her daughters father was a confrontation and the local police were called to have the parties removed. At this time there are no issues with the service and repairs that Brake Masters completed.

At this time Brake Masters is denying Ms. ******’s claim for refund.

 

 

Sincerely,

 

 

Timothy A.
Harphant

Customer
Service Manager

 

Consumer Response: I am rejecting this response because:


BBB

Thank you for the reply from Brake Masters.

At this time, I am rejecting the reply from Brake Masters as it includes false statements and it still doesn’t address any of the issues and/or concerns listed in my compIaint with Brake Masters.

First I’d like to point out that the respondent to my complaint Timothy A. Harphant is the customer service manager for Brake Masters. He was not present to witness the ordeal between Brake Masters and me Therefore he isn’t able to attest to what happened in this incident. If he is speaking on behalf of the shop manager ******, ****** has presented false info to the customer service manager representing Brake Masters.

I was the one who in fact initiated the call to the sheriff’s department when the shop manager ****** refused to cooperate in addressing the issues and/or concerns I presented to him.  Brake Masters did NOT initiate the call to the sheriff’s dept. I did not go to the shop to confront anyone. When I walked in, I politely advised ******, who was at the front counter, that I came to retrieve the parts to my car. He said no problem and proceeded to walk to the back. He did not advise me that ******, she shop manager would be the one to return and assist me. As far as I knew, ****** was headed to the back to retrieve my parts.  It was when I returned from the restroom with my daughter ****** was present and engaged in a conversation with my daughter’s father. As I stood there ****** blatantly and repeatedly informed us he did not have to answer any of our questions.   He did not do anything to satisfy or assist us in addressing my concerns, as its stated they do in their reply to my dispute. ****** also refused to provide me with the parts taken off my car. ****** was rude throughout the entire conversation and even walked away in the middle of the conversation to pick up a phone call. He did not excuse himself. He just walked off.

As of today, Brake Masters still hasn’t provided an explanation of why these so called repairs made in September weren’t brought up or discovered when I brought my car in for the same inspection in June.I questioned this even prior to the repairs. I believe this is a valid concern.  I am no car expert, but certainly the issues Brake Masters “claim” my car had in September didn’t arise within a 2 ½ month time span from my visit in June. I take good care of my vehicle and do my best in keeping up with regular routine maintenance. This is why I feel the work done in September wasn’t necessary to begin with and that Brake Masters provided false info to me in the attempt to defraud me. Despite the fact that I paid for the services Brake Masters “claim” I needed, again I was left with no choice to
pay. Otherwise Brake Masters would not have surrendered my keys to me. Brake Masters is using the fact that I “paid” as a means to justify their reason of not acknowledging my concerns and issues. Regardless of the fact that I paid, I am still entitled to ask questions pertaining to the nature of work Brake Masters claim was needed.   Brake Masters advised I had a failing brake system and I didn’t want to chance driving my toddler and I around with a car in that condition. Although I felt reluctant about getting the work done in the
attempt to exercise good judgment  I approved the work.  Brake Masters has also failed to explain to me why the gauge on my dash wasn’t working properly AFTER they completed any work done to my car. Again, this mishap only started to occur AFTER they tampered with my car. And had they conducted a road test upon completion of the work, this issue would have been caught.  The reviews I submitted along with my complaint, demonstrates the unprofessional service Brake Masters rendered to not only me but also to other customers. I still haven’t been provided with sufficient documentation for the breakdown of my labor cost, nor an answer as to WHY the repairs made in September weren’t discovered in June. All of these points should be considered in my dispute and these things further demonstrate the unwillingness and uncooperative behavior I endured with Brake Masters and their manager, ******. I can’t emphasize enough that I trusted Brake Masters to do the “honest” thing and based on my experience, there was nothing honest about the business or their work. Any information or explanation Brake Masters volunteers at this point will be suspect, based on the fact they weren’t upfront with it from the beginning, nor within their reply to my first complaint. I have every reason in the world to believe any
statements made on their behalf will be deemed spurious. Nevertheless, I am still requesting my full refund for services Brake Masters claim I needed &charged me for, but rejected to offer explanation about.

Thank you for your attention in this matter.

***** ******

Business Response:

Dewayne was Not present.  I spoke with her.  I told both her and her boyfriend / husband my name and position.

 

I told ****** to call the police due to her friends attitude and threatening demeanor

 

There was nothing polite about her or her attitude

 

****** was not at the counter, he was in the shop when she came in What I explained to her friend was that the parts were in the trash and they were welcome to them however I would not dig thru the dumpster nor would I ask an employee to I walked away  due to the threatening manor of her friend If she had an issue with what we found wrong with her vehicle in September and not in June why did she not address it during the conversation ****** had with the needed repairs Every service she has from any business is less than professional and or acceptable.  She likes to have services performed and then complain to receive a refund and or free services She needed the work, we explained what she needed, she authorized the repairs, we made the repairs, we are entitled to be paid

 

Please call me with any questions

 

***** *****

Area Manager, Sacramento

###-###-####

###-###-####

Consumer Response: I am rejecting this response because:

Thank you for the reply from Brake Masters.

As stated in my previous replies Brake Masters are providing false statements in the attempt to cover up their wrong doing. This shop has cameras. I think it’s necessary that we pull the tapes. First and foremost when I spoke to ****** prior to the nature of the work being done, I DID in fact ask him why the issues brought up in September weren’t brought to my attention in June. As stated in my previous reply, ****** didn’t answer my question. He ignored the question. ***** was not on the phone during this conversation therefore, cannot validate the conversation between ****** and me.  I specifically asked ****** why they didn’t address these issues in June and he sat on the phone in silence then proceeded to advise me of the nature of work they found during my inspection in September.  I presented this same question to ****** when I came into the shop to pick up my car & pay for the work and again, I was given nothing but a blank stare and shoulder shrug. If ****** has advised ***** otherwise, ****** is also presenting false information.  Me or my daughter’s father at any point displayed any type of threatening demeanor. When I approached the counter, ****** was in fact the person I asked to go retrieve my parts and he walked to the back. Everything was polite about my attitude.  The area manager *****, who’s just now providing his REAL name NEVER, once provided his name during the conversation in the shop.  He repeatedly advised that he did not have to provide any information to us and further demonstrated that he was not willing to. The only info he offered was that he was the shop manager. And he still didn’t provide his name.  Certainly this ordeal would become frustrating for any customer who was simply looking to resolve an issue & get clarification for the work that was done to their car.  I didn’t pay $50 for repair work. We’re talking over $1400 worth of repairs and I’m entitled to get the best explanation and clarification as to the nature of work involved, if that’s what I feel needs to happen.  Just because I paid for the work doesn’t make Brake Masters exempt from providing sufficient information pertaining to the work they claim to have done.   The only way for me to have gotten down to the bottom of the issue was to bring it to the attention of the shop manager and their employees. Yes, I became frustrated due to the mistreatment I endured, but in no way, shape or form did me nor my daughters’ dads’ behavior reflect aggression of any sort. Not once did ***** advise us that we could retrieve our parts, even if we had the option to do it ourselves. Not once did he advise that neither him nor his shop employees wouldn’t assist us in retrieving these parts. He simply stated he didn’t have to DO anything or SHOW us anything.  It would have  only been appropriate for a shop employee to retrieve my parts since I would not have any knowledge on what they looked like. But again, I still wasn’t presented with the option to do so. ***** was simply being uncooperative and showed no empathy or concern for their customer.  Surely if the information I requested was provided we would not be in dispute today. Surely if Brake Masters were honest about the diagnostic and forthcoming with the details to the work, we would not be in dispute today.  My agreeing to the work was simply a judgment exercised in the attempt to do what I felt was best to protect the safety of me and my daughter, based on what Brake Masters advising me I had a failing brake system. My fault lies in not knowing what questions to ask. My fault lies in trusting the wrong company to perform repairs on my car not understanding what the full nature of that work entailed.  But the bottom line is this work they claim needed done in September wasn’t presented to me or on my invoice in the brake inspection done in June and that became questionable.  I am smart enough to know that the nature of work Brake Masters implied I needed done in September didn’t emerge within a 2 months’ time span and that alone was the reason for my questioning the work. For that reason, I felt compelled to inquire on the nature of work being done.    Brake Masters state that I like to have services performed and then complain to receive a refund or free services. Not once have I complained about any services received from Brake Masters up until this incident. I have no record of having to go to this extent with any other shop for repair services either. Anyone in my shoes would have done the same this in questioning the nature of the work and whether or not it was really essential.  I am left with no choice to believe that the work wasn’t essential because Brake Masters  acted in a way that demonstrated they were obscuring  information.  In addition, I’ve never requested any type of free service from Brake Masters or any other repair shop.  I am a fair person and I deserve fair treatment. Nothing about the work declared done was honest nor do I believe it to have been necessary at this point.    The tone in ***** Estep’s written reply again demonstrates the unprofessional, rude, defensive behavior we experienced with Brake Masters.  He acted as if he were hiding something, which for me caused further suspicion. He wasn’t willing to do anything to ensure the satisfaction of his customer.  He certainly didn’t make any attempt to ensure me that the work provided was essential. He made no attempt at all.  If he was cooperative from the beginning, the police would not have been called nor would they have needed to intervene. Brake Masters may have initiated a call to the police department, but so did I.  Brake Masters did not have reason to call the police on me because I wasn’t rude or disruptive to the business .  If need be, we should hear from the officer’s mouths.   It wasn’t until the police arrived, I was able to retrieve my parts and some bogus paperwork, which again doesn’t explain the information I requested.  If ***** was able to do that for the officer, then why not for his customer?  Again, whether or not these in fact were my true parts is questionable.  And I also question whether the work was necessary to begin with. Any consumer who pays for a service of any type is permitted to question the work. So again, yes I did agree and pay for the work, however, the price seemed to be steep and that is what I questioned from the beginning, in addition to why these issues brought up in September weren’t presented in June. Again, the yelp reviews I submitted along with my initial complaint further exhibit the same treatment other customers have experienced with this same shop. It goes to show that I am not lying. I certainly would not conjure up a story. It’s obvious that *****, the representative of Brake Masters isn’t willing to be honest or polite based on his reply. And this is the same attitude he displayed in the shop.  The demeanor shows in his reply. Also if in fact Dewayne wasn’t the person I dealt with at the shop, and ***** was, why wasn’t this “fact” presented in any of the Brake Masters previous replies? Why are we just learning this information? ***** and the service I received from Brake Masters wasn’t honest at all. The service was not professional & I believe I was ripped off. They took advantage of a single mother who wasn’t equipped with enough knowledge to know whether or not her diagnostic was true. I made the mistake in trusting Brake Masters.  The fact of the matter is it’s my word against theirs and I simply don’t have any other way to prove what happened other than to tell the truth. They’re being dishonest in saying I was rude in any way and they still are acknowledging or clarifying anything pertaining to the work done. Everything stated in their reply is dishonest. Yes I did agree to have the work done, but that doesn’t prove that Brake Masters was honest in diagnosing my car and that the work they claim to have done was necessary to begin with. There was no empathy displayed on the part of ***** or Brake Masters. And as of today they still haven’t provided any other information or explanations as to the nature of my work, the breakdown to my labor cost nor any other info I requested.  All that I’ve expressed is the honest truth. I have no reason to lie, nor a reason to hide anything as ***** has done from the very beginning.  No business should treat their customer in any repudiate form, disrespect or  dismissal as I did with Brake Masters.  Any information Brake Masters would be willing to present now, would be considered invalid as they weren’t forthcoming with any information to begin with.  Again, pls take into consideration all the statements I’ve stated.

 

 

10/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I brought my car in to get a radiator flush. The guy told me I needed a radiator cap and relay fues and the fues would be 30 and the cap would be 30. When I drove home my car started to heat up and smoke and hiss. I explained this to the guy and he said he would look at the car so I brought it back. They checked it and said nothing is wrong with the vehicle. As soon as I got home the car started to leak fluid all over the ground so I called him immediately. He told me to let the car cool off and bring it back. I did and they tested it again and said nothing was wrong with the car....again. I'm so frustrated at this point. He said they would be willing to take the whole thing apart and if it was something more I would have to pay for the cost of the part. Let me go back to the part where he told me I needed a new cap. I told him I would buy a new cap on my own he said I can look it up for you to check priced and assured me the price of the cap they had was cheaper so I looked up the price of the overflow tank and it was about the same price as the cap and asked if it would be better to have that replaced due to the fact that the overflow tank was full of rust and was obviously not getting the pressure it needed to cool properly. He said it would cost hundreds of dollars. I have now checked my own cooling system and changed the overflow tank. It works perfectly now. I'm now out 200$ because they wouldn't listen to me.

Desired Settlement: 142.81 for the flush and parts. I had a coupon for a flush at 59.99 and that's not close to what I paid.

Business Response:

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.

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, and we believe we have addressed the concerns that Ms. ***** has and we addressed the concerns of the customer.

Ms. ***** brought in her 2000 **** ***** with overheating issues. Brake Masters completed a cooling system flush at $59.99 and cooling fan relays and radiator cap. Please see attached invoice with store comments. There is no mention of an overfill container that would not cause the system to overheat. A fan relay switch was an issue as well as the radiator cap that was approved and replaced.

Brake Masters would be willing to recheck the work that was completed and replace any service completed by us.

Business Response: Please see attached documentation.

*******

4/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My car is a 2012 dodge avenger. Upon the time I took the vehicle into the local Brake Masters on Northgate blvd in Sacramento CA. it only had 50k miles on it and was basically just drove off the lot 3 months prior to the visit. In short the car was almost brand new! My reason for taking the vehicle there was because my front brake pads were starting to show wear and needed to be serviced. One would think this would be a routine fix for a place called Brake Masters but I was wrong! after leaving the initial time, I noticed a strange knocking noise coming from the front end, my car was totally silent prior to the visit and I was very worried about this. I called in immediately when I got home only to be put off till the following monday .The following monday came around and I went back into the shop and got turned away till the next day, this being my 2nd day missing work mind you and the third would be coming the next day. When I went back in they made me wait for several hours and finally put my car on the racks. after much more time they came to the conclusion that it was only my control arm bushings? I asked "why does it only make the knocking noise when I hit the brakes?" they said "what noise is that?" and we drove it around the block and they seemed to ignore the noise I was trying to have them hear! I am very unsatisfied with the outcome of letting these guys work on my car it has not felt the same since and a short month later my pads are already grinding metal to metal, its almost as if they didnt even replace the pads to start with! if thats the case I want to sue this shop and make them pay for the damage they caused to my car!

Desired Settlement: I would like to at least get the money back for the shoddy work done on my car, I DO NOT trust this shop to work on my car again and will not allow them to attempt to fix what ever it was they did. These mechanics are very unprofessional and lack the training required to work on vehicles If there is a way to investigate whether or not they are in fact licensed I would strongly advise you do so. I have read many complaints on this shop and can only imagine the number of vehicles ruined

Business Response:

 

 

Date: 4/10/2014

CUSTOMER NAME: ****** ********

BBB CASE #: *******

 

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

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, and we believe we have addressed the concerns that Mr. ******** has and we do not feel that a refund justified at this time.

As you can understand by Mr. ******** complaint he has advised the BBB that he would like to sue us for damages to his vehicle. Our Area Manager made numerous attempts to meet with Mr. ****** and take care of any issues related to the service that Brake Masters provided. Mr. ****** after making appointments to meet with our manager would not show up. Mr. ****** continues to be insulting to our staff and via email uses profane language to describe his concerns.  At the request of the BBB, Brake Masters can provide all the email correspondence between Mr. ****** and Brake Masters.

 

 

 

 

Sincerely,

 

 

******* ** ********

Customer Service Manager

 

4/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Thursday morning (January 30, 2014), my husband went to the Brake Master store #195 at 8456 Elk Grove Blvd. in Elk Grove, CA to get work done on his 2006 Chevy Avalanche. The work done cost us a total of $535.00. My husband watched as one of the technicians was leaning over the front drivers side of the truck, presumably in the process of changing the oil, though it seemed strange to my husband because it looked like he was messing with the battery. Once the work was completed and paid for, my husband left the Brake Master store and headed to work. As he was driving down the street, his driver side Turn Signal Light Lamp fell out of its place and banged and scratched the side of his truck. My husband immediately called the Brake Master store to inform them that one of the technicians who was working on his truck broke his turn signal light lamp and he would come back into the store to discuss with the manager. When he went back to the store, and spoke with **** who presumably called ***** *****, the regional manager, re: the incident. **** told my husband that Brake Masters would not compensate my husband for damages done by its technicians and he would need to talk to ***** ***** if we want to discuss further. My husband called ***** and left a voicemail but did not receive a response. I also left a voicemail Friday morning (January 31, 2014) and have not received a response from James. At the end of the day on Friday, I called the Brake Masters store and spoke with **** and let him know that I called and left a voicemail for ***** and that he had not returned my call. I asked for his email address so I could try to get a hold of him that way. He refused to give it to me. I asked to speak with ******, the manager, and **** would not allow me to speak with ****** stating that ****** was to busy. After some searching, I found his email online and sent him an email. Neither me nor my husband have received a response from ***** or anyone at Brake Masters.

Desired Settlement: I have contacted the Chevrolet dealership in Elk Grove, who quoted me a price of approximately $350 to replace the part (amount includes labor). We paid for the work that was done by Brake Masters (over $500)and it was unfortunate that this incident happened but, it was by the hands of the technicians of Brake Masters and we would like the Turn Signal Light Lamp on our truck that was broken, replaced.

Business Response:

Date: 2-14-2014

CUSTOMER NAME:  ****** *******

BBB CASE #: *******

 

Thank you for forwarding to us the complaint of, ****** *******

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. Ms. ******* is a 3rd party making this complaint and was not present during the course of the service. It was explained to Mr. ******* that Brake Masters was not responsible for the damage to his vehicle as he claimed. Mr. ******* became very hostile and rude to both our store manager and area manager. Mr. ******* conducted himself in a very unprofessional manner. If Ms. ******* would like to purchase the item in question Brake Masters would be happy to install it free of charge.

 

 

Sincerely,

 

 

******* ** ********

Customer Service Manager

Consumer Response:  
Complaint: *******

I am rejecting this response because: I fear that additional damage may be made to my vehicle if Brake Masters installs anything else and I feel that Brake Masters is responsible for the damage done and should remedy the situation by accepting my counter offer stated in the attachment.

Sincerely,

****** and ****** *******

Business Response:

Please provide me with an written estimate from the dealer on the cost of the part and from your local shop on the cost to install.

Consumer Response: I am rejecting this response because: Response was not an offer, only a request for estimates. Please see the attached estimates from Maita Chevrolet at 9650 Auto Center Dr., Elk Grove, CA 95757 and 24th Street Garage at 2740 24th Street, Sacramento, CA 95818. After ****** took his truck into the dealership to have a service technician take a look at the part, it was decided that the original estimate I was given over the phone was incorrect and what is actually needed is a driver’s side parking light lens which fortunately is less than the original estimate (see attached written estimates). I noticed that the estimate from the 24th Street Garage $0.38 more than the dealership. I would prefer to support this local business and would be happy to pay the difference from the lower estimate but I will take the truck to either place. Please reply that Brake Masters will be paying for the replacement of the driver’s side parking light lens front and installation of the driver’s side parking light lens front though one of these estimates through a check made out to one of these businesses. I will accept that offer.

Business Response:

Brake Masters as a gesture of good will  pay for the part and send a check to the customer in the amount of $65.00. Again Brake Masters feels that we are not at fault or liable for the ******* claim. The original request was for $350.00 and is a considerable difference than the requested written estimate.  Please advise and I will issue the check.

 

******* ********

 

Consumer Response: Date Sent: 3/26/2014 12:37:56 PM
Thank you *******, for your response, however, I had to reject the offer in order to confirm what was intended in your response.  You stated, out of good will, Brake Masters will pay for the part, which in the estimate is $77 but in your response, you stated that you will send a check for $65.  If Brake Masters would pay for the part, I will accept that offer which would be $77 per the estimate.  Please confirm that this is what you intended in your last response.

 
Thank you,


****** *******

Business Response:

I will send a check for the $77 to the shop that was indicated on your response.

 

*******

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. 

 
Please confirm that you will be sending the check to 24th Street Garage at 2740 24th Street, Sacramento, CA 95818.  

Thank you,

*****n *******

2/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Front brakes were repaired improperly resulting in a severe pulsation in the entire front end of the vehicle. Brake Masters had to resurface the vehicle rotors during the first repair removing material from the rotors. Brake Masters claimed that the rotors could never be turned (resurfaced) again because the rotors did not have enough material left to resurface another time. After 12 weeks time I brought the vehilcle back to Brake Masters to be repaired again because I feared the brakes might fail due to the severe pulsation. Brake Masters turned (resurfaced) the rotors again after telling me that the rotors could not be resurfaced again and returned the vehicle to me repaired at no charge. My complaint is this: Brake Masters removed 30,000 miles of brake rotor needlessly from my rotors which will result in me having to replace the rotors at my cost ($250+) the next time the brakes are replaced. Is that fair??? I could have had one more brake repair before replacing the rotors again. Brake Masters should pay for this not me!! I should be compensated for approximately 50% of my rotor wear as they removed it from my car. I think they owe me approximately $125 for their error that I will have to pay for later.

Desired Settlement: Brake Masters to pay for one half of the cost of 2 new rotors as a refund to me.

Business Response:

 

 

Date:  ******* *** ****

CUSTOMER NAME: *** ******             

BBB CASE #:  *******

 

Thank you for forwarding to us the complaint of our customer, *** ******Mr. ****** is a valued customer and we appreciate the opportunity to respond to this complaint.

It is and always has been Brake Masters® policy to correct any deficiencies that 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, and we believe we have addressed the concerns that Mr. ****** has and we do not feel that any refund or future payment should be given.

On **********, Mr. ****** brings in his 2005 Toyota 4 Runner for a brake inspection. Upon completion of the vehicle’s inspection, we do recommend front brakes to Mr. ******. Brake Masters completes the service to include replacing the pads and resurfacing the front rotors.

On *********, Mr. ****** returns and complains that the vehicle has pulsation when braking. Brake Masters replaces at no charge to Mr. ****** the front pads and again resurfaces the front rotors. The warranty on the labor is 90 days, and at that point we have gone past the 90 days. As a gesture of good-will Brake Masters warranties the brake service. Please see attached invoices. Also please see notes that were placed on the invoice dated *********. Brake Masters continues to stand behind our warranties and workmanship.

We believe that we have gone beyond our warranty and cannot control how a customer drives their vehicle. As explained in great detail to Mr. ****** rotors will need to be replaced as they grow thinner due to wear and tear on the vehicle. Brake Masters will not pay for future rotors and services.

 

 

 

 

 

 

Sincerely,

 

 

******* * ********

Customer Service Manager

 

Consumer Response:  
Complaint: *******

I am rejecting this response because:  Brake Masters resurfaced my brake rotors during the first repair by removing the uneven wear then replaced the brake pads.  At this time they told me the rotors could not be turned again and would need to be replaced the next time I had my brakes repaired.  They also said that after the second brake repair.  The first brake repair that Brake Masters made had pulsation in the front brakes from the first day they were repaired.  I tried to drive very lightly on the new brakes but the pulsation continued to get worse as time went on.  The pulsation finally became so bad that I felt the vehicle was not safe to drive.  Brake Masters had to resurface the brake rotors a second time effectively removing an additional 30,000 miles of brake rotor material to repair the original work.  This additional brake rotor material that went into the garbage can would have remained on the vehicle and been available for resurfacing on the next brake repair had the first brake repair been done correctly.  This future cost should be Brake Masters responsibility to replace not mine.  I am willing to pay for the portion of the future rotors that I used but not the portion that went into the garbage can due to their faulty workmanship.  Brake Masters needs to share in 50% of the cost of new rotors on the next repair as part of being responsible for their own mistakes.

Sincerely,

*** ******

2/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My complain about this Brakemasters is that the mechanic that performed work on my vehicle did not do a professional job! I had my intake manifold gasket replaced and the mechanic failed to screw back about 3 screws in my engine that could have resulted in a major engine damage! Very unprofessional and I am very upset! I'm not even sure if they were supposed to replace gasket in the first place. My check engine light came on and they said my gasket was leaking, to which I had called Toyota for questions and the service manager at Toyota said that sounds unreal and was hoping Brakemaster was doing their due diligence in investigation check engine light properly. I had bought my own part from Toyota and asked Brakemasters to replace to which I would only pay for labor of $147.00. I am not even sure if they even put in my own part, I did not get my old part back. Overall my main concern is that I am upset at the fact that I paid $147 for them to replace and they did not do it properly. I drove for a few days after repair and noticed rattling noise in engine to which a mechanic outside of Brakemaster realized that there were 3 screws not screwed in properly in engine! I'm shocked at how poor of a job the mechanic at Brakemasters did! I trusted them and now I don't know if I can ever take my car there again! I contacted them through email and left voice mail to corporate office and a guy named ******* to which I never got a call back from. I'm very upset.

Desired Settlement: I would like to get my refund of $147. That is what I paid them to replace my gasket to which they did not do a good job. It could have a been a whole lot worse!

Business Response:

 

 

Date:  2-14-2014

CUSTOMER N**E: ****** ******

BBB C**E #:  *******       

 

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.

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 responded to Ms. ******’s concern via email right away and wanted her to bring in the vehicle so we could determine if any of the work that was completed by Brake Masters was not done correctly. Ms. ****** claims that there were screws loose and that her brother in law fixed it for her. Unfortunately, Brake Masters did not get the opportunity to inspect the vehicle to see if it was related to our service. Brake Masters performed the service recommended and also let the customer supply her own part to reduce cost. Brake Masters upon request would be happy to supply a customer’s part that was replaced. We feel at this time no refund should be given due to the fact that the customer never called or returned to the location for us to inspect the vehicle.

 Sincerely,

 

 

******* ** ********

Customer Service Manager

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me.

Sincerely,

****** ******

12/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased brakes and turned rotors. Parking brake damaged during repair. New parking brake and rotors required. Reimbursement denied. On 3/21/2012, I requested a brake inspection from Brake Masters due to brake noise, the mileage on my 2004 Toyota 4 Runner was 57,433 miles. Brake Masters determined that I needed new front brakes, so I purchased Lifetime front brakes and resurfaced the rotors. It took Brake Masters two days to complete this task. I returned the next day on 3/23/2012, complaining of pulsation in the brakes and requested another inspection. My mileage was 57,443 miles, only 10 miles later. I was told the rear rotors were warped. Why this was not detected on 3/21/2012 during my initial inspection was never explained to me. I purchased Lifetime rear brakes and resurfaced rotors. All work for the front and rear brakes, and resurfacing all rotors was done for $276.26. Finally, the shop assured me the brakes were working as designed and there were no more issues. I noted my next brake inspection was not due until 82,443 miles. Months passed and I drove the vehicle only intermittently. I decided to take the vehicle on an extended road trip and during this time, myself and passengers noticed a pulsation and noise emanating on the passenger side in the rear. When I returned from vacation, I took the vehicle back to Brake Masters on 9/23/2013. The vehicle had 69,414 miles. I again, requested a brake inspection citing pulsation. My next brake inspection wasn't due for another 13,000 miles. I was advised the front rotors were warped and given the reason that it was because the front and rear struts and shocks were leaking and had gone bad. Brake Masters recommended new front brakes, new front rotors, and new struts and shocks. The front brakes and front rotors turned by Brake Masters had less than 12,000 miles on them, so I found their recommendation quite surprising. A quote was prepared to replace the front brakes, front rotors, the struts, and the shocks for $1,2013.15. I declined the service, as I suspected the struts and shocks were fine and in working order. On 10/6/2013, I took my vehicle to ********* for an inspection. My mileage was 69,570. I told ********* the brakes were pulsating. ********* inspected the brakes and determined that front and rear rotors needed replacement and the parking brake was damaged and needed replacement also. They showed me the damaged parts and explained that a piece used to secure the parking brake had come off and had caused damage to the rotor and parking brake. Why Brake Masters had not noticed this is surprising, as the damage was extensive and glaring, even to a novice. I asked about the condition of the struts and shocks. They said they were fine and in working order. I found that strange, as Brake Masters had said they were shot and needed replacement and were damaging the rotors. Firestone replaced all the rotors and installed a new parking brake. Total cost $810.41. I drove the vehicle for 1 week to ensure the brakes were working properly and the pulsation and noises were gone. Once I was convinced the brakes were working properly, I contacted Brake Masters Headquarters in Tucson, AZ requesting reimbursement for the new rotors and parking brake for a total of $810.41. I told Brake Masters they failed to properly identify issues during the many inspections and that they damaged the parking brake while repairing the brake system. I also believe they failed to notify me of the damage, which in turn prevented proper repair of the damage. An extremely dangerous situation. I was referred to ***** *****, the Sacramento & River Cities Area Manager for Brake Masters. On November 1, 2013 I met with Mr. *****, regarding my complaint. He inspected my vehicle and the original brake parts that were replaced. ***** notified me later that after looking into my issue, Brake Masters accepted no responsibility for the damage or repairs to my brake system, and they would not reimburse me for anything. Not one red cent. "An Honest Brake" Brake Masters is not.

Desired Settlement: Reimbursement of $810.41 to repair the parking brake and replace the rotors. The parking brake was damaged during the repair Brake Masters mad. The damage was not reported. Brake Masters did improper and sloppy inspections. Brake Masters states that it is their policy to correct any deficiencies that have occurred in repairing and/or servicing a customer's vehicle. As such I request the following broken down as follows: $9.99 Inspection $235.98 Front Disc Brake Rotors $100 Labor Brake Rotors Front $100 Labor Brake Rotors Rear $193.98 Rear Disc Brake $129.99 Parking Brake Shoes $49.99 Hardware Kit -$55.00 Discounts $45.48 8% Tax

Business Response: Initial Business Response
Date: November 26, 2013 CUSTOMER NAME: ***** ****** BBB CASE #: XXXXXXXX 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. It is and always has been Brake Masters'(r) policy to correct any deficiencies that have occurred in repairing and/or servicing a customer's vehicle. Furthermore, Brake Masters'(r) 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, and we believe we have addressed the concerns that Ms. ****** has and we do not feel that any refund from Brake Masters is to be given. Ms. ****** has met with our Area Manger and under the Life Time Warranty any work completed by another business or shops voids our warranty. When Ms. ****** was in our location she declined our services and went to anther shop. They made recommendations as well, and Ms. ****** agreed to have them provide those services voiding any warranty that she had with Brake Masters. Upon those finding we declined to issue any refund. Sincerely, ******* A. ******** Customer Service Manager

Consumer Response
Brake Masters of Sacramento, Inc. negotiated a refund in the amount of $600.00.

8/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Quoted a repair from an incomplete diagnosis. When I did the repair myself and it did not solve the problem they denied it was a diagnosis. On 7/24 I requested a brake inspection and a code read on a "Service Engine" light, and was told they provide the code for free and a diagnostic for $89. When I returned I was advised the brakes were fine and I needed to replace the Mass Air Flow Sensor ($422.45 parts & labor). Based on our past relationship and the fact there was no mention of a diagnostic required, I was under the impression this was a diagnosis since I was not given the code. I performed the replacement myself to find that was in fact not the problem. At that point I called to find out what was the specific code and was told 171 & 174. It turns the codes are not that specific and points to a number of other additional possibilities. Had I been given the code as requested to research instead of the mechanics assumption I would have determined it necessary to pay for the diagnostic to find the exact trouble. Later that day (7/27) I returned to the facility to discuss my issues. Essentially I walked away unsatisfied and insulted by not one, but two assistant managers. Although they were courteous they pretty much told me it was my fault the truck wasn't running properly and it would have been fine if I had paid the $422 for them to replace the MAF, because if that didn't fix the problem they would have figured it out. I'm supposed to believe I would not have been charged for that part. I find it unsettling to know their corporation performs work off guesses instead of the normal process of, quotes to determine the problem and then the work. Nowhere in my paperwork (initial or results/recommendations) reflect codes as requested or quote for a diagnostic, yet there is a quote for work that could only be determined with a diagnostic test. I wasted money on a part I did not need that could have been applied towards the test.

Desired Settlement: I would like to be reimbursed for the part I replaced that I cannot return. I also would like another of their locations run a diagnostic to tell me what the real trouble is. After 9 years I'm afraid to have this location work on my truck anymore. I can't think of any compensation for the time lost and inconvinience of this whole episode even though somehow what I have ask for doesn't seem like enough.

Business Response: Consumer's Final Response
Brakemasters sent one of those auto-generated surveys that I filled out with pretty close to the same information submitted for the case. Amazingly enough ***** (District Manager) called me direct to hear the story. He said understood my point and still needed to review their documentation but asked if I could bring my truck down for further investigation. He and the site Manager ******** were present and advised the mechanic documented his findings and what he "assumed" was the issue, since it was the most common of the several possible problems associated with that code combination. The codes did not get transferred to paperwork provided to me. They agreed the assumption documented alone constituted a diagnosis and appolgized for the issue cause by they exclusion of the key information. They also took full responsibility for the miscommunication and admitted the error with the transaction. To compensate for the trouble and my expense of replacing the wrong part that could not be returned, they ran a diagnostic found a vacum leak repaired it, and tightened up a few other things for good measure at their expense. I understand inexperience and that people make mistakes. As a result, I am completely satisfied with the intervention of their upper management and their quick action has won back my loyalty.

6/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Took my car in for minor work to front end, had to take it back. ended leaving car there 4 days and incurred more damage than what car had originally. Initally took the BMW 530i in on Saturday Jan 5, 2013 because of a clunking coming from the front left of the vehicle and wanted to get an alignment. They gave me a bid of 1200+ for the repairs and stated that my lower control arms and bushings were bad and excessive play in tire rod/tire rod ends and needed to be replaced got the vehicle back that same day on saturday and drove it home first night it drove fine except alignment was off. The second night I drove it as i pulled out driveway my vehicle went clunk so i called brake masters monday morning 1/7/13 i called and spoke with ******* about bringing it in on wed 1/9/13 to have alignment and clunk noise re-checked also requested a brake check be completed. upon receiving a new quote for just under $1000 brakes/rotor/caliper/missing piston boot on L and upper control arm bushing wore out. I was not happy here let me send you what I have typed i explained to ******* that I don't think it's fair I'm being charged for something they should've fixed on Sat. He got defensive and stated the tech must have been tired and he missed the uppper control arm that I was not being double charged. I inquired about the alignment being fixed and was told they could not do an accurate alignment due to upper control arm being bad. Drove vehicle home came back 30 minutes later having made my mind up to get work done was told that when was there prior they had all parts ready to be ordered but now somehow they could not find the calipers and it may be tomorrow before they could get the calipers. On 1/10/13 i was informed by ****** that they indeed got the calipers but had not started working on my vehicle yet because they had to overnight my upper control arm bushing from Chicago. I stated my frustration explaining that I was in need of my vehicle back and they told me it would be done already. later that evening before closing, i recieved a call stating the vehicle was done. upon arriving at brake masters I did an inspection of my vehicle and discovered a leak that was not there before, turned out to be antifreeze. i went in and spoke with ****** the manager and he came out with spencer the mechanic and he looks under the hood and states oh look you have corrosion on your water pump. I stated my water pump was NOT leaking before I brought this vehicle in. they said we will look at it being it is not safe to drive. upon arriving at home I received a call from ****** the district manager and i explained all that had happened so far he waived the 289 for the upper control arm and stated that his guy should have caught it and also informed me that all labor would be waived on the water pump because it INDEED was leaking and all they wanted was 125 for the part. I told them use the 289 to pay for the water pump and just refund the difference. I got a call the next day 1/11/13 stating my vehicle was done water pump had been replaced and that i was good to go. Upon pulling out of brake masters and starting to apply pressure to gas pedal all of a sudden chunks of plastic are flying out of my bmw all directions. I pull over and look at my vehicle and im gushing antifreeze. I call ****** and tell him what happened he sends ****** and spencer to check it out.******* looks under the hood and sees the fan is completely shredded and shroud (which was broken prior to service apparently) were gone they towed my vehicle and reassured me that they would take care of it. the next day 1/12/13 I spoke with ****** on 2 different occasions and they told me first time waiting on parts second time that they were taking it on a SECOND test drive and that it would be dont shortly. I got a call about 3:45 from ****** stating car was done and that the reason for fan shredding was because i had a broken motor mount (which i replaced both 3 months ago) on front left which was causing motor to shift and caused the fan to hit shroud. I arrived at brake masters and asked for them to show me the mount that was bad & was informed they could not show

Desired Settlement: At this point, I want my car back with all of the issues fixed. I want the front brakes fixed, upper/lower control arms, tire rod/ends, alignment, bushings all fixed since that was my chief complaint and what I have paid for already. Plus I want all the other problems that have arose due to their negligence fixed and replaced with NEW parts. My car was running fine prior to taking it to them and now it doesn't run at all. I am not paying them another cent and expect that my car will be returned to me in good and safe working order.

Business Response: Business' Initial Response
Contact Name and Title: ****** ******, C/S Man Contact Phone: XXX-XXX-XXXX Contact Email: *****@brakemasters.com Date: January 18, 2013 CUSTOMER NAME: ****** ****** BBB CASE #: XXXXXXXX Thank you for forwarding to us the complaint of our customer, ****** ******. Mr. ****** is a valued customer and we appreciate the opportunity to respond to this complaint. It is and always has been Brake Mastersï��® policy to correct any deficiencies that have occurred in repairing and/or servicing a customer's vehicle. Furthermore, Brake Mastersï��® 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, and we believe we have addressed the concerns that Mr. ****** has and we do not feel that he is entitled to any refund. Customer came in with a clunk in the front end and a leak. After inspection we found bad tie rods, lower ball joints / control arm assy, and a power steering hose leak. We advised the customer and received authorization for said repairs. Invoice XXXXX dated 1-5-2013 Customer picked up vehicle and heard a noise the next day. Upon returning to shop we found a bad upper control arm bushings and the vehicle needed front brakes. Customer advised, customer called ****** ****** Area Manager. ****** gave upper bushings and labor to customer at no charge. Coolant leak was found under vehicle. After inspection found water pump leaking, customer unhappy and stated never had a leak. During inspection technician noticed several stains from leaking water. After removal of water pump we found leak at factory weep hole and bad bearing in water pump, this is normal for a vehicle with 160,000 miles. ****** and customer discussed issue and ****** gave customer labor ($409.20) at no charge and customer paid for parts ($148.00). Customer picked up vehicle, left parking lot as if he was driving an INDY CAR. During customers excessive acceleration radiation fan came in contact with radiator fan shroud. After inspection, found bad motor mounts along with damaged radiator, cooling fan, and shroud. Small piece of shroud and fan penetrated radiator. Brake Masters towed vehicle back to shop and offered customer a rental vehicle. Customer could not use rental vehicle due to personal issues. Contacted customer to explain issues, customer stated mounts were NEW, he had WATCHED them be replaced. Brake Masters repaired vehicle at no charge to customer by replacing radiator, cooling fan, and fan shroud ($450.00 COST). Customer picked up vehicle, on customers way home fan came in contact with shroud again disabling vehicle. Brake Masters again towed vehicle in however it was taken to the Sunrise location. Upon inspection we found broken fan shroud and again excessive movement of engine due to bad mounts. Customer advised and authorized replacement of mounts. Upon removal of engine mounts we found new mounts would not bolt in correct position. After further inspection found damage to frame. Old mounts were reinstalled and customer referred to frame shop. Brake Masters has repaired several issues with customers vehicle at no charge not related to charged repairs. Brake Masters did so in the scope of good customer service and good will. Brake Masters has done everything within its power to satisfy this customer and owes this customer no further repairs and or refund of any type. Sincerely, ****** A. ****** Customer Service Manager

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) Here is my original statement: My experience with brakemasters!!! Initally took the BMW 530i in on Saturday the fifth of Jan because of a clunk that seemed to emanate from the front left of the vehicle and wanted to get an alignment brakemasters gave me a quite of 1200+ by nicolaus for the repairs and stated that my lower control arms and bushings were shot and excessive play in tire rod and tire rod ends and needed to be replaced got the vehicle back that same day on saturday and drove it home first night it drove fine except alignment was off. The second night I drove it as i pulled out driveway my vehicle went clunk so i called brake masters monday morning to monday morning the 7th of jan i called and spoke with nicolaus about bringing it in on wed to have alignment and clunk noise reinvestigated also requested a brake check be completed. upon receiving a new quote for just under 1000 dollars 689 being the brakes/rotor/caliper/missing piston boot on L and 289 on upper control arm bushing wore out I was not happy i explained to nicolaus that I did not feel that was justified and that I was being double charged for labor he quickly explained that the tech must have been tired and that I was not being double charged. I inquired about the alignment being fixed and was told they could not do an accurate alignment due to upper control arm being bad. Drove vehicle home came back 30 minutes later having made my mind up to get work done was told that when was there prior they had all parts ready to be ordered but now somehow they could not find the calipers i needed and it may be tomorrow before they could get the calipers upon the next day thursday the 8th i was informed by ****** that they indeed got the calipers but had not started working on my vehicle yet because they had to overnight my upper control arm bushing kit from Chicago I stated my frustration explaining that I was in need of my vehicle back and they told me it would be done already later that evening before closing at 6pm i recieved a call stating the vehicle was done upon arriving at brakemasters I did an inspection of my vehicle as it was extremely busy at the location and discovered a leak that was not there before turned out to be antifreeze i went in and spoke with ****** the manager and he came out with ****** the gentleman who had been working on my car and he looks under the hood and states oh look you have corrosion on your water pump I blew my first gasket there and stated my water pump was NOT leaking before I brought this vehicle in they of course said we will look at it being it is not safe to drive. upon arriving at home I received a call from ****** the district manager of brakemasters in Sacramento Region and i explained all that had happened so far he waived the 289 for the upper control arm and stated that his guy should have caught it and also informed me that all labor would be waived on the water pump because it INDEED was leaking and all they wanted was 125 for the part. I told them use the 289 to pay for the water pump and just refund the difference. I got a call the next day stating my vehicle was done water pump had been replaced and that i was good to go. Upon pulling out of brakemasters and starting to apply pressure to gas pedal all of a sudden chunks of plastic are flying out my bmw all directions. I pull over and look at my vehicle and im gushing antifreeze. I call ****** and tell him what happened he sends ****** and ****** to the scene of the disaster and ****** simply looks under the hood and sees the fan is completely shredded and shroud (which was broken prior to service apparently) were gone they towed my vehicle and reassured me that they would take care of it. the next day I spoke with ****** on 2 different occasions and they told me first time waiting on parts second time that they were taking it on a SECOND test drive and that it would be dont shortly. got a call about 3:45 from ****** stating car was done and that the reason for fan shredding was because i had a broken motor mount (which i replaced both 3 months ago) on front left which was causing motor to shift and caused the fan to hit shroud etc etc. I arrived at brakemasters and asked for them to show me that mount was bad was informed they could not show me. I signed paperwork for a NEW radiator and a USED fan/shroud. upon getting a block away from my home as i accelerated from a dead stop to the next stop sign gas pedal went awry and vehicle started accelerating good thing brakes were done correctly i applied them and tried tapping on accelerator to no avail at that point i turned OFF vehicle before I blew my motor and had to push it off to side of road. I called ****** and was honestly not happy at that point explained to him the issues and he quickly got defensive stating he had already done a ton of free work that had no relation to the issue i complained about I stated that an issue happening is ok but twice or three times thats like being struck by lightning it is now sitting at brakemasters at sunrise blvd awaiting an inspection by a completely different store I am completely unhappy with the unprofessional services I received I feel that if there were that many problems with the vehicle i should have been informed of them at the time of inspection (first time that is) and at this point my vehicle was better off before i took it there/no water pump leaking no broken fans/shrouds no motor mount issues etc... Understanding that things do happen is one thing but three times is unbelievable. End of original statement. HERE ARE THE FACTS. ONE: WHEN I BROUGHT VEHICLE INTO BRAKE MASTERS THE FIRST TIME I EXPLAINED THAT THERE WAS A CLUNK IN FRONT END THEY MISSED THE UPPER CONTROL ARM WHICH IS WHY THEY WAIVED THE 289 DOLLAR CHARGE AND THAT WAS DUE TO MECHANIC NOT PAYING ATTENTION TWO: NEVER COMPLAINED ABOUT LEAK NOR WAS INFORMED OF A LEAK EVEN SHOWS ON PAPER CUSTOMER CAME IN COMPLAINED OF FRONT END NOISE (NO LEAK!) I DISCOVERED LEAK AFTER BRAKES/UPPER CONTROL ARM ASSY WHICH ALL THEY REPLACED WERE BUSHINGS NOT CONTROL ARM ASSEMBLY AND I LOOKED AT WORK AND DISCOVERED LEAK THEY ACTED SHOCKED AND STATED WATER PUMP LEAKING. THREE: I REQUESTED THE BRAKES BE INSPECTED ON MY OWN ACCORD. FOUR: UPON PICKING VEHICLE UP AFTER APPARENT WATER PUMP LEAK FIXED WITH NO LABOR AND 289 (FROM UPPER CONTROL ARM BUSHING KIT NOTHING ELSE WAS REPLACED) BEING APPLIED TO WATER PUMP COST AND REMAINDER CREDITED BACK WAS WHEN ENGINE FAN IMPACTED SHROUD DUE TO ACCELERATION I DROVE VEHICLE AROUND FOR FOUR MONTHS AND NEVER HAD A PROBLEM WITH FAN TOUCHING SHROUD. FIVE: DISTRICT MANAGER WAS NICE FIRST CONVERSATION SECOND HOWEVER WAS VERY RUDE AND DID NOT SEEM TO CARE THAT CUSTOMER WAS WITHOUT VEHICLE FROM 1/9/13 TO 1/14/13. END OF FACTS. They replaced my radiator and fan however they did not put a new fan on my bmw they put a used fan. Brake Masters originally tried to state upon replacing water pump engine fan lost structural integrity being removed then changed their statement to engine mounts were broken.. its not unheard of for a vehicle getting repaired to have one thing "mysteriously" happening but two THEN three things??? come on ******!!! as of today's date Jan 21 2013 my alignment is STILL off! Brakes are squeaky on front left and still slightly pulls to left work done on front end was verified to be done properly which I am thankful for. Was told by Brake Masters that they could not fix motor mounts... took it to AAMCO that same day and had NEW ones installed so my engine no longer shifts rough HOWEVER the fan that was put on vehicle is a used fan (PAPERWORK STATES USED) and does not seem to be original fan and so there is absolutely no clearance between fan and shroud (AAMCO STATEMENT). I Will consider this complaint satisfied upon receiving an original 1994 BMW (NOT AN INDY) FAN NEW NOT USED sent to my home for replacement, Alignment to be done properly that means driving straight and steering wheel straight. I have no problem paying for work that was done on my vehicle im not a bad customer but the mechanic who did the work did not do his job properly because regardless if i complained about front end issues all of this could have been avoided problem is mechanic went and fixed the obvious but failed to examine properly and that caused major delay in my vehicle being repaired in the first place. one thing after another happened when having work done at auburn store and fingers always got pointed back at me the customer which is totally unprofessional. Brake Masters at Sunrise location were TOTALLY more professional and took care of me even though they could not fix my motor mounts which were all of a sudden bad when i never had issues before. (thanks for the professionalism ****). I just want my vehicle running/looking the way it was before MINUS the clunk was that so difficult???

10/29/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company performed improper or inferior repair service on my vehicle resulting in additional damage. Also, failure to replace damaged items. On 9/1/12 I took my vehicle in for an inspection of the braking system. I explained that my front end vibrates really bad when pressing on the brakes and it takes forever to stop completely. Also, when traveling at high speeds 60+, my steering wheel vibrates. I was told it sounds like two different issues going on and it would take 1-3 hours for them to inspect it. After inspection, **** explained that he measured the rotors and checked for warping. He told me nothing is wrong with the rotors. Was also told by ****, that the anti-brakes work that way. I told them something is wrong because I can't stop quickly and the car should not vibrate the way it does. **** said he would drive the car. After he drove it, he agreed the front end does vibrate. I asked what does he recommend? He told me that all 4 rotors need to be turned, and also Toyota makes them turn them on the car. He quoted $125 for front and $125 for rear. He also stated that my tires might need to be balanced as well, but they don't balance tires. He said the car might be out of alignment also. Trusting this business because they have changed my oil a few times and the service was excellent, I gave them the go-ahead. After the repairs were made and 5 hours later, I drove off the lot and had barely any brakes left. My pedal goes practically all the way to the floor. And the emergency brake goes way down too. After speaking to several people I was told that maybe there is air in the brake lines. I called Brake Masters on 9/7/12, spoke to ****, and explained what was going on. He said, bring the car in - that is considered a safety issue. (I had previously made an appointment with another auto repair company for the wheel balancing that Brake Masters recommended). I took my car to get the wheels balanced and I was told that my rotors were cut wrong, they are not smooth and you can see the groves. He said they did a bad job and my brakes will only last roughly one year because of it. I went to another company and got even another opinion, they recommended redoing my entire braking system. I went back to Brake Masters on 9/17/12 and **** was not there but **** was. I explained to **** what was happening and that I spoke to **** about it, and **** told me to bring the car in. I explained everything to **** and he asked me what to I want. I told him I want new rotors because ruined mine and they are too thin to fix them. **** offered to cut them again. I was told by two other companies that they are too thin to cut again and I asked for either my money back or new rotors. **** requested to drive my car again, and denied any wrongdoing. He said my car is fine. I now have to replace my rotors; possibly get new brake pads as a result. One company wrote me an estimate to fix what Brake Masters broke and this is what the quoted me, front $523.28, rear $481.67. I paid Brake Masters $250 already, they caused more damage, they refuse to give me my money back, or to give me new rotors, so now I have to take them to court, and take my car in for proper repairs. This is the only vehicle I have and I have no choice but to drive it in this condition until I can find somebody else to fix it properly.

Desired Settlement: I am asking for a full refund at this point. I asked for either my money back $250, or new rotors put on my car. They refused both but offered to turn the rotors again 'on the car'. I contacted the Toyota Dealer - Service Dept on 9/17/12 and they said they never advise to turn the rotors on the car, it's not good because you don't get a good cut. They told me they advise to put on a lathe off the car.

Business Response: Business' Initial Response
We have made contact with this customer and resolved her concern.She came back on Oct.4th and we did quite a bit of free work for her.

10/29/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had Brake Masters replace my rear brakes, which was a BIG mistake. The mechanic broke my brake hardware, which they did replace. My brakes were worse after the brake job. The pedal felt soft and went all the way to the floor. The steering wheel vibrated when I slowed down or stopped. I talked to ****(Manager)about the problem and he said to bring it back in. I brought my vehicle back into the shop, they resurfaced both the R/F and L/F rotors. On July 28,2012,I was coming back from Fresno. I went to exit the freeway and when I applied the brakes they locked up. I could not go forward. I put the vehicle in reverse and then was able to go forward, but when I applied the brakes they locked up again. I had my vehicle towed to Roseville Toyota, they inspected it and found that the R/F caliper bolt was missing(the mechanic @ Brake Masters forgot to put the caliper bolt back in),which damaged my rim. Toyota replaced the missing R/F caliper bolt($121.13)and said I needed a new rim($493.19). The mechanic also got grease on my front seat(No plastic seat cover)and all over the front of my vehicle, which the Manager did not bother to do anything about,even after I told him about it(twice). I spoke to the District Manager ****** ******, he said that he would reimburse me for what I paid Toyota,but would not spend $500 on a new rim. He wants to repair it instead. Product_Or_Service: Brake Service Order_Number: XXXXX/XXXXX

Desired Settlement: DesiredSettlementID: Replacement I would like Brake Masters to pay for a NEW rim, which was damaged by the neglience of their mechanic. I want to be reimbursed the $121.13 that I paid Toyota and for the $39 that I paid to have my vehicle detailed.

Business Response: Business' Initial Response
Date: X-XX-XXXX CUSTOMER NAME: ****** ****** BBB CASE #: XXXXXXXX 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. 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, and we believe we have addressed the concerns that Ms. ****** has and on X-XX-XXXX issued a refund check for $121.13 to cover the expense from the dealer. We have also been in contact with the customer and are waiting for them to schedule a time for the rim to be repaired. Sincerely, ****** A. ****** Customer Service Manager

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) That's a bunch of B S, because Brake Masters has NOT made any attempt to get a hold of me. I called ****** ******(Customer Service Manager in Arizona) on August 31,2012 to talk to him about my rim. ****** said that ****** ****** (District Manager) was on vacation until after Labor Day and that he would talk to ****** when he got back and then call me with all the details. It has been almost a month and I still HAVE NOT heard from either ****** or ******. So, how are they taking care of me the customer, when they HAVEN'T even contacted me yet?

Business' Final Response
Brake Masters has sent Ms. ****** the following letter. October 15, 2012 ****** ****** XXXXX Dear, Ms. ******: Brake Masters would like to resolve this concern and have received notice from the Better Business Bureau that we have not been in contact with you. During are conversation on or about September 14th, 2012 you were going to contact my office so we could arrange to have the rim in question repaired. That offer still stands and Brake Masters would like to resolve this issue. As we have assured you the repair will not take long and will meet your approval. Brake Masters is willing to take care of this at anytime and is awaiting your schedule to do so. Please feel free to contact my office at XXX-XXX-XXXX ext 7560 or our Area Manager ****** ****** at XXX-XXX-XXXX to arrange for the rim to be repaired. Sincerely, ****** ****** Brake Masters Customer Service Manager

9/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Taking my car in for brake problems 3 time in a 10 month period. The last 2, 25 days apart. Being accuse by manager that we are brakeing to hard. Took my 2009 Toyota Camry to Brake Masters on Tracy CA. # 163, for front brake service on 11/11/11. They installed lifetime front brakes and did an oil change. Invoice # for that day was XXXXX. Then in ****** 2013 I had my back brakes serviced wit Tracy Toyota. Then I July 2012 I started to notice my care would shake when braking. My husband took the car in to Brake Masters in Tracy for brake inspection on 7/21/12. He was told then that brake pads where okay but roters were a little warped. Invoice # for that day was 2775. We didn't have money at that time for brake service, so my husband asked the person helping him if we really needed brakes service at that time and he said no they were still okay. At the end of July the car started shaking a lot more, where we were scared of braking. I took the car into Brake Masters in Manteca CA # 164. Invoice for that day was # XXXXX. We were told that both the front and rear brakes needed to be changed and the rotors were warped. I asked the manager why I needed a brake service so soon. And he accused us of braking to hard or fast. He kept telling me that when we stop we need to pump our brakes. I don't drive crazy and I had never had any problem like this with any of my cars, so this didn't make sense to me. But I needed my brakes fixed so I paid $346.19 to have both front and rear brakes fixed and rotors resurfaced. The manager told me that since it was our fault the rotors were warped they usually didn't cover the lifetime warranty brakes but he would make an exception for me and help me out. So after that I make sure I drove extra careful since I was told I was braking wrong and had to pump the brakes. Within 1 1/2 to 2 weeks o started noticing my brakes making a whistling sound when I started to press on the brakes. My husband called Brake Masters I Manteca, to ask why this could be happening. The manager said he didn't know and we would have to bring the car in to get it inspected. My husband took my car back to Brake Masters in Manteca on 8/25/12. He was told rotors where beginning to look blue again. And once again told it was due to the way we were braking. Really?? This does not make sense. We have both had our drivers license for over 12 years and have owned 6 different cars, driven in the same areas for 10 years, and never once had a problem like this. It feels like we are being accused of not knowing to to drive when they don't even know us. My husband had to wait at the shop for 2 hours just for the car to be inspected. Then after the person at the shop told my husband what they found, he was told they had to speak to the manager to find out what they could do for us. So they agree to resurfaced the rotors again and replace the brakes at no charge, but that it would not be guarenteed it would not happen again. I am afraid that this is going to keep happening to our car every month. It is a waste of my time and money to keep going through this. For them to accuse there customers of not driving right when they have no proof of that is wrong. They are blaming the customers so they don't have to take responsibility for thee work.

Desired Settlement: If I have the same issue within at least the next 12 months, I would like a refund on all the money I have spent with them in the last 10 months, on my brakes. So that I ****** go to a repair shop that can do the job right. And I would like an apology for being accused of not knowing how drive and wasting my time.

Business Response: Business' Initial Response
Contact Name and Title: ****** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *****@brakemasters.com Thank you for forwarding to us the complaint of our customer, ****** ******. Ms.Ochoa 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. Our Area Manager has been in contact with Ms. Ochoa and attempts to arrange a meeting have failed due to the customers schedule. The customer can contact our Area Manager at XXX-XXX-XXXX at any time. ****** ****** Customer Service Manager

9/3/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: had car repaired 8/2011. paid to replace front axle. took car in for repair at another place to find one side of axle needed replacing still. took my car into brake masters on tracy blvd twelve months ago to have my front axle completely replaced. i was charged for the parts and labor for BOTH sides. i took my car into another mechanic today and he told me my car sounded to him like my axle was bad again. after lifting my car and taking a look, he told me it appeared to be original parts. he not only told me this, but he took me physically under my car on the lift and showed me. one of the axles looked a lot more worn than the other and one of my cv boots was torn. after insisting to him i had the whole thing replaced i then returned to break masters on tracy blvd and explained to them what had happened. to begin with, i gave "***" at the front desk my last name and the car i was referring to and he verified that august of 2011 i had a complete front axle replaced. so i then told him that they needed to take a look at it and i explained what the other shop had found. they agreed that the boot was torn and they wanted me to pay an additional $88.00 for labor to replace the boot. they charged me for both sides august of 2011 and today expected me to pay labor AGAIN for them to do the second side that was paid to be done the first time. i asked them to do the right thing by their customer and not only "***" but the owner (by phone) would not do right by their customer. and come to find out as i walk out of the door he mentions it will take 30 minutes for the shaft to come in. which was then a HUGE RED FLAG that the work on one entire side was never done to begin with. i feel they promised in my purchase that i was having an entire front axle replacement. in the end that is not what i received. i paid for it and later found out that only half the job was done. and i dont feel i should have to pay an additional 88 dollars in labor when then made the mistake not me.

Desired Settlement: i would like my 88 dollars back im having to pay to have my car fixed for labor that should have been done when i had paid the first time.

Business Response: Business' Initial Response
Contact Name and Title: ****** ****** Contact Phone: XXX-XXX-XXXX Contact Email: *****@brakemasters.com Date: 8/21/2012 CUSTOMER NAME: ****** ****** BBB CASE #: XXXXXXXX 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. 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, and we believe we have addressed the concerns that Ms. ****** has and we do not feel that she in entitled to any refund. The Area Manager did speak with the customer and was unable to communicate how he could help her. He then directed the store manager to warranty the part and the customer was to pay the labor. Our warranty on labor is 90 days. The charges that Ms. ****** paid for is the labor charge. Sincerely, ****** A. ****** Customer Service Manager

8/9/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: HAD FRONT BRAKES PUT ON 2/21/12, lIFETIME WARRANTY, REAR BRAKES ADJUSTED, AND FLUSH SYSTEM.CAR STARTED TO SHAKE WHEN BRAKING, BAD! HAD LIFETIME WARRANTY BRAKES PUT ON 2/21/12, THEY ADJUSTED REAR BRAKES AND BLED WHOLE SYSTEM(I DID NOT ASK FOR THIS, BUT PAID ANYWAY. I AM OUTSIDE SALES, SO DRIVE ABOUT 2000 MILES A MONTH, AND CAR STARTED SHAKING BAD, WHEN BRAKING, AFTER ABOUT A COUPLE OF MONTHS, SO TOOK BACK WHEN I HAD A CHANCE. THEY SAID THE FRONT AND BACK ROTERS, AND DRUMS WERE WARPED?? nO PROBLEM WHEN I TOOK IT IN FOR NEW BRAKES? THEY SAID I NEEDED TO REPLACE FRONT AND REAR, FOR $240 MORE?? WHAT EVER THEY DID TO REPAIR, IT WORKED, AND AFTER COMPAINING, ONLY CHARGED ME $53 DOLLARS. HAVE DONE BRAKES MYSELF, AND AM SURE THEY WERE SCAMMING ME! IF THEY DID THIS TO A WOMAN, SHE WOULD BE SCARED TO SAY ANYTHING, AND JUST PAY THE ADDITIONAL $200. CONSUMERS NEED TO BE MADE AWARE, OF THIS UNSCRUPULOUS COMPANY. WILL NEVER USE THEM AGAIN, AND WILL LET ALL MY FRENDS AND ASSOCIATES, TO BE WARE OF THIS COMPANY. MIGHT AS WELL HAVE THE HONDA DEALERSHIP DO THEM, AT LEAST THEY WOULD WARRANTY BAD WORKMANSHIP

Desired Settlement: WENT IN SPECIFICALLY FOR FRONT BRAKES, AND THE TACTICS THEY USE, ADDED AN ADDITIONAL $65, BUT LEFT SATISFIED, UNTIL THE BRAKE SYSTEM STARTED SHAKING BAD. FEEL I SHOULD NOT HAVE HAD TO PAY FOR ANYTHING, PERIOD, AS THE BRAKES DID NOT SHAKE BEFORE I TOOK THEM IN FOR REPLACEMENT. AND FOR THEM TO CLAIM THAT BOTH FRONT AND BACK WERE NOW WARPED?? COME ON? AN APPROPRIATE SETTLEMENT WOULD BE FOR REFUND OF THE $53 THEY CHARGED ME TO FIX, WHAT I ASSUME WAS THERE SHODDY WORKMANSHIP, AND HAVE THE BBB PUT THE NEGATIVE COMMENTS AGAINST THIER BUSNESS FOR ALL TO BE WARE?

Business Response: Business' Initial Response Contact Name and Title: ****** ******, CLC Contact Phone: XXX-XXX-XXXX Contact Email: *****@brakemasters.com Date: 6/29/2012 CUSTOMER NAME: ****** ****** BBB CASE #: XXXXXXXX Thank you for forwarding to us the complaint of our customer, ****** ******. Mr.****** is a valued customer and we appreciate the opportunity to respond to this complaint. It is and always has been Brake Masters�® policy to correct any deficiencies that 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. Our Area Manager has left several messages and made numerous attempts to contact Mr. ******. Mr. ****** may contact at any time our Area Manager *********** at XXX-XXX-XXXX. Sincerely, ****** A. ****** Customer Loyalty Coordinator

2/14/2012 Problems with Product/Service