Complaints

This profile includes complaints for Brake Masters of Tucson, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Brake Masters of Tucson, LLC

  6179 E Broadway Blvd Tucson, AZ 85711-4028

  
• 

  Brake Masters of Tucson, LLC

  5810 E Speedway Blvd Tucson, AZ 85712-5026

  
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  Brake Masters of Tucson, LLC

  1935 E Broadway Blvd Tucson, AZ 85719-5935

  
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  Brake Masters of Tucson, LLC

  4656 E Grant Rd Coronado, AZ 85712-2624

  
• 

  Brake Masters of Tucson, LLC

  7855 E Speedway Blvd Tucson, AZ 85710-1626

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wait time is slow I have been here for 3 hours I got my 2 front brake parts from a warehouse 5 miles away after that they said I would have to wait another hour to be done. Its been half hour and they haven't worked on my vehicle I paid for the service and repair and they are not doing it .

  

  Business Response

  Date: 07/11/2025

  Hello, 
  Brake Masters would like to thank the BBB for being a partner in solving customers' concerns. 
  We have reviewed this complaint and the subsequent complaint from the same customer. Brake Masters has also concluded our investigation with the servicing location and the field management. 
  There will not be a refund offered or issued. This customer requested the location's assistance after the components on their vehicle were installed incorrectly prior to their visit to our facility. If correcting someone else's mistake took longer than first expected, that is unfortunate, yet this lapse in time was discussed with the customer and the lag time was explained. 
  This customer displayed erratic behavior, this behavior led to the intervention of not only the store manager but witnessed by the area manager. After that interaction it was discussed calling local law enforcement. The field management elected to attempt to resolve this without law enforcement intervention. 
  The customer's vehicle was finished as quickly as possible, test driven for quality control inspection purposes, then presented to the customer for payment. 
  Due to the erratic behavior this customer displayed and the potential for escalation, Brake Masters has come to the difficult decision to no longer service this customer whatsoever on this or any vehicle they may own or drive. Disrespectful and erratic behavior has no place in business and will not be tolerated.  As of 07/11/2025 The customer is hereby formally and publicly notified that they are no longer welcome to Visit or Call this location or any Brake Masters location.
  Thank you, 
  Brake Masters

  

  Business Response

  Date: 07/14/2025

  To reiterate:

  -There will not be a refund offered or issued.

  -The behavior of this customer led to the intervention of not only the store manager but witnessed by the area manager.

  -The customer's vehicle was finished as quickly as possible, test driven for quality control inspection purposes, then presented to the customer. 

  -Brake Masters stands by the difficult decision to no longer service this customer whatsoever on this or any vehicle they may own or drive.

  -As of 07/11/2025 The customer has been formally and publicly notified that they are no longer welcome to Visit or Call this or any Brake Masters location(s). 

  Brake Masters Considers this matter closed. 

  Thank you, 
  Brake Masters

  Customer Answer

  Date: 07/15/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23582968, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  Joss Wells
  
  
  
   
  

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got my rack and pinion done in November of 2023. I thought it was a new one but come to find out it was a used one cost me over $2k. In June 2025 per the store manager on ******** and Peoria, ******* said the part was faulty and I need a new one. Continued saying he could not back his parts. He agreed to leave it for $600 plus tax but my concern was that since he could not back up their parts who is say that in a year or 2 I will need another one. I asked for him to get me a new part. But he said he no. A rack and pinion should last between *******k miles which is about 7-10 years. When I called their offices in Tucson I spoke to *********, he claimed to be the District Manager for Consumer Affairs come to find out hes the customer service manager. He was rude and unprofessional due to the lack of empathy and knowledge of de escalating customer concerns. Just because I gave him push back he got upset then harassed me, calling me multiple times after I told him directly and the receptionist that I didnt want any communication from him. I asked him for his bosss name or higher up manager he claimed their isnt one and he is the highest. He also told me that I signed the invoice for a used part. First of all I was not given an option of a new or used. They never went over that with me. When they printed out the invoice it did say used but keep in mind they give you the final invoice after the work was done. He said if I want a new one it would cost about the same which is ethically wrong to charge the same for a used one. If a higher manager is not responding to these negative reviews its a huge concern that upper management/CEO dont know or dont care the damage ********* is doing to the company by not offering any help, not honoring what they tell customers and his lack of communication skills. If a customer gives him any push he will call you to tell you theyre not honoring their word and you are no longer welcomed to their stores.

  

  Business Response

  Date: 07/02/2025

  Hello, 

  Brake Masters would like to thank the BBB for their continued efforts in being an advocate for conflict resolution.

  Dear *** or Madam:
  Brake Masters acknowledges receipt of the complaint filed by *** ******* ****** concerning services rendered at our facility. We appreciate the opportunity to address the assertions made and remain fully committed to resolving customer concerns while seeking an equitable outcome for all parties involved.

  ********* has expressed dissatisfaction with the publicly posted warranty. Our warranty policy, accessible on our BBB account and our website at ************************************************************************** states that labor is warrantied for 90 days from the date of repair.Additionally, unless otherwise noted on the customers invoice, ********************** warrants all other parts for one year from the date of repair. No such notation was made on *** ******* invoice from November 25, 2023, which is included in this response.

  On June 30, 2025, *** ****** visited our facility for an inspection regarding her vehicle's power steering performance. It was identified that the rack and pinion had failed internally. As a gesture of goodwill, the location offered a significantly discounted replacement of like-kind quality parts, despite the service and part being well beyond the stated warranty period.

  The replacement service offered to *** ****** was deeply discounted to the point that performing it would have resulted in an unfair financial detriment to Brake Masters. Regardless, the location management was willing to provide this service and preemptively ordered the component for her future visit. *** ****** subsequently contacted our customer service hotline expressing dissatisfaction with this offer. She stated that she did not wish to pay anything for the replacement service. When it became apparent that a charge for the replacement service would apply, the call became abrasive and dismissive, culminating in *** ****** hanging up on the representative.

  Consequently, this offer has been rescinded and is no longer being honored, a difficult decision directly related to *** ******* behavior and disposition.

  At that point, *** ****** called the location demanding a new rack and pinion in lieu of a remanufactured one. It is important to clarify that *** ****** did not purchase a new rack and pinion in November 2023; therefore, a new component could not be offered under the same promotional terms.

  To prevent confusion, Brake Masters at no time sold a "used" part to *** ******.The description "remanufactured" is clearly notated on her invoice,which she included and signed in person. As can be easily researched, there is a significant difference between a "used" part and a "remanufactured"part. *** ****** found this unsatisfactory and again called the customer service hotline. At this juncture, a "new" rack and pinion was offered to her. She again became aggressive, declined the service, and hung up on the representative.

  For reference, the wholesale cost of the new part she requested exceeds $1,300.00,which is for the part alone and does not include labor or fluid. This amount is more than two times greater than the total of the complete estimate previously provided to her on June 30, 2025. That estimate was for $600.00 plus tax and included replacing the rack and pinion assembly and performing an alignment.The aforementioned total was a direct result of a $280.00 discount on labor fees, the waiving of a $129.95 alignment fee, and the waiving of the total cost of the remanufactured rack and pinion.

  ********* repeatedly called the customer service hotline, making over ten calls in one day. When she did not receive the answer she sought, she attempted to circumvent the customer service department and speak to individuals not involved with this matter. Her persistent calls and badgering became a disruption to our business operations. The decision was made to decline this and all future services to *** ****** at any and all locations, for any vehicle she may present. This difficult choice was made in direct response to her behavior.

  *** ****** has been notified via phone and in writing that she is no longer welcome to visit or call any of our locations, including corporate offices.

  
  Brake Masters reiterates its desire to bring this matter to a conclusion. We trust this explanation clarifies the facts from our perspective and demonstrates our commitment to fair business practices.

  
  Sincerely,
  Brake Masters Customer Service

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I feel that it was a bait and switch. I replaced my front suspension in the 2002 ford thunderbird and called a few times to get price quotes. I was told 139 l$ plus a 50$ charge to tighten a few extra bolts I had my vehicle towed in since this is a show car. I told the front desk employee not to drive the vehicle on the main road I look up and one of the workers is driving my classic car in the main road doing 50 mph. The manager said that’s SOP to drive before the work is attempted. front desk person apologized for not relaying the do not drive note to the service crew. The manager said there’s no way it could damage anything, he was wrong. I told them I spent 250$ on towing to prevent damage, I over heard him tell his employees “why would someone spend 250$ on towing for 139$ service”. I left and received a call later that day saying the price is now 540$ because they will need to do the alignment 3 times and spend 3-4 hours working on it. I told him that I spoke to someone numerous times and was quoted 200$. 139$ for the alignment and 50$ additional to tighten up bolts and nuts they don’t usually touch and they kept saying I was never told that price. Then they admitted I was quoted that price, but that employee does not work there any longer so they can not honor it. I have the call records showing dates and times I called. I approved the new price since I already paid for towing and was told it would start to be fixed on Monday morning after the end of the weekend. So I went and picked up the vehicle Monday at opening time There’s a competitor in the same parking lot The competition was able to do the work for 139$ like they quoted me, but they informed me the two front tires are chewed up and there’s a bald spot on these new 2 month old front tires from driving it at high speeds. I explained this car can not be driven on a normal road, and it was. I was told a price and when it was ready to be done, they wanted 4 times the agreed upon amount brake master #237.

  

  Business Response

  Date: 06/26/2025

  Dear Mr. Nunez,
  In response to your BBB complaint. Brake Masters strives to come to clear and accurate resolutions in matters such as this, to do so we must address several points of contention within your submission.
  
  Our records and personnel confirm that you drove, did not tow, the 2002 Ford Thunderbird to our facility. This was both stated by you at the service counter and observed by our staff upon your arrival.
  
  Regarding the front suspension service, you initiated contact with us for assistance. An initial price estimate was provided based solely on the description of the issue you conveyed to our service writer over the phone. As a standard operating procedure for alignment services, your vehicle subsequently underwent a comprehensive inspection and test drive upon its arrival. Following this assessment, you received a call detailing a revised, more accurate price. This adjustment was necessary because the initial description provided was incomplete, and the full scope of the required services became apparent only after a thorough inspection.
  
  No work commenced on your vehicle without your explicit approval, and our facility awaited your authorization throughout the weekend before proceeding.
  
  Concerning your statement about the two front tires, as previously noted, you drove the vehicle to our location. As a professional with over two decades of experience in the automotive tire industry, I can affirm that it is not possible to ascertain the precise rate at which tire wear occurred simply through observation.
  
  Brake Masters remains committed to addressing only the verifiable facts. Brake Masters is not interested in the speculation or conjecture from other facilities. Furthermore, your claims lack supporting photographic or documentation evidence, which is essential for substantiation.
  
  Thank you,
  Brake Masters Customer Service 

  Customer Answer

  Date: 06/28/2025

  Hello,

  Thank you for such a quick reply.  Unfortunately, you are mistaken when you said that I drove the vehicle into the shop. I had the vehicle dropped in the parking lot by Lowe’s home improvement, as the tow truck arrived before I was able to. I had to pay out of pocket to have the vehicle towed to the brakemasters master location, as my insurance coverage is roadside emergency towing only. I felt it was pertinent to tow because of the massive liability to drive such an unsafe vehicle at peak commute times on surface streets.

  A visual inspection showed the wheels being dangerously off center and a test drive was not needed.  Your manager even made a statement of why would I pay that much in towing for a simple 139$ alignment.  The store manager tried to reassure me that this is protocol to drive all vehicles before work is performed. The manager asked if one of the reason why It could not be driven was due to having loose or unbalanced parts? I replied, exactly…the entire front suspension was replaced and it’s not ready to be driven on a road. A visual inspection would have shown how offset the front wheels were. Which was the end of the conversation with the store manager. No apology, no communication or resolution on his behalf. 

  I believe more importantly fault was accepted and acknowledged when your front desk agent who took the work order request when I arrived approached me outside. The clerk was very polite and professional while he apologized to me for the incident and stated he takes full responsibility for not relaying the do not drive order to the repair technician. There was ample amount of time to have a conversation, as I waited over an hour before the car was test driven. The front desk clerk and gentleman over the phone explaining the price difference were 100 percent professional and a great asset to your company.

  I understand prices change and I am ok with that, but that’s not what I was told. I was told the employee that gave me the quote no longer works at brakemasters, so the price can not be honored. After saying that he did say it would take 3-4 additional hours so the price is more expensive.  So was the price more because the former employee misspoke or due to the additional work? Because I was told both excuses. I had an appointment the weekend before as well. I was unable to bring my vehicle in on June 7th like originally planned.  So whoever made that appointment, would be the employee who “quit” and gave me an incorrect price. But I called at least a half a dozen times over the past few weeks to continue to ask pricing questions. I’m also confused because your competitor was able to perform the alignment on the first attempt, and did not need 3-4 hours and multiple alignment attempts like I was told it would take. Was this sudden raise in price due to me getting upset? 

  Attached are pics of the inner tread damaged of the new tires that have drag and balding spots, where the tire was “chewed up” to quote the next mechanic shop. I can provide additional pictures of the tire damage if need be. This is a show car and having damaged tires will not suffice.

  i am having trouble uploading my pictures, as the files size are to large. I can email them. Please reply to [email protected]

  thanks for your time,

  Greg

  602-2929026

  

  Business Response

  Date: 07/01/2025

  Hello Mr. Nunez,
  It appears we've reached an impasse regarding your recent visit. The core of this issue is whether your vehicle was driven or towed to our facility. You state it was towed, but our store personnel observed it being driven in. Additionally, during your intake conversation, you mentioned driving approximately 15 miles per hour after being pulled over on your trip to our location.

  
  Given these circumstances, Brake Masters will not assume liability for the wear on your tires. 

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document
  ***** **** ** *** *** **** * *** *** ********* ********
  *****************************************************

  

  Business Response

  Date: 06/09/2025

  Hello, 

  This is a continued complaint from a former customer that tried to take back the monies paid on services completed in good faith. This person contacted their bank to take the funds back. Our office responded to that frivolous claim and proved that the charges were valid. The persons financial institution reviewed the documents presented and found that the services were in good faith and did not merit a refund from Brake Masters.  

  This matter is closed. 

  Brake Masters.

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  04/23/2025,04/25/2025,04/30/2025 I paid $431.75 on April 23rd ,I paid $477.10 on April 25 ,I paid $547.62 on April ******************************************************************* the free way and now I have to $2000 to the mechanic to change the engine ,I think that is not right and this company is scam they took $1456.47 and still my car over heat for different reason so I would like to get my money back please

  

  Business Response

  Date: 05/20/2025

  Dear Mr. ************* are writing in response to your recent submission and appreciate you bringing this matter to our attention. We are currently conducting a thorough investigation into the concerns you raised.

  
  To ensure an accurate resolution, it is crucial to clarify certain details within your submission, as there appear to be some inaccuracies in the recounted sequence of events.

  
  Our records indicate two (2) invoices pertinent to cooling system repairs: ******* and *******. The visit you referenced, invoice *******, did not involve any cooling system repairs. Furthermore, that invoice includes services unrelated to the vehicle's engine cooling.

  
  During your initial visit on April 23, 2025 (invoice *******), the services performed included an oil change, wheel alignment, brake fluid flush, engine air filter replacement, and a cooling system pressure test. This pressure test was initiated due to the discovery of an empty coolant reservoir upon your arrival. The test subsequently led to a recommendation for replacing a leaking water pump. The water pump was replaced on April 25, 2025, under invoice *******, two days following your initial visit.

  
  On April 30, 2025, five days later, you returned with additional overheating symptoms (visit *******). Another inspection was performed, verifying the quality of the prior workmanship and the performance of the newly installed component. At this time, the radiator hoses were identified as leaking, and their replacement was recommended and approved by you. Following the replacement of the radiator hoses, the vehicle underwent a comprehensive test drive, including a highway segment. The vehicle no longer exhibited overheating symptoms when it was presented to you.

  
  We are unable to comment on events that transpired after the vehicle departed our facility, nor can we address or act upon recommendations or repairs performed at any facility other than ours. Should our warranty be applicable, we will certainly honor it. Additionally, you are welcome to contact the Partners Plus program at ************. If the current facility is a participating member and a warrantable issue is identified, it will be addressed at no charge to you. If the vehicle's current issue is unrelated to the components we installed, an estimate for the necessary repairs should be provided to you. For any warranty-related inquiries, please refer to our policy at ******************************************************************.

  
  Sincerely,
  Brake Masters Customer Service

  

  Business Response

  Date: 06/02/2025

  Hello,

  You are welcome to contact the Partners Plus program at ************. If the current facility is a participating member and a warrantable issue is identified, it will be addressed at no charge to you.

  If the vehicle's current issue is unrelated to the components we installed, an estimate for the necessary repairs should be provided to you.

  For any warranty-related inquiries, please refer to our policy at ***********************************************************************;

  Thank you

• Initial Complaint

  Date:05/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went into brake master with an AC issue, and when I failed to qualify for financing and had to cancel the repairs my car was returned to me with the power steering not working at all when it was fine before I came in

  

  Business Response

  Date: 05/19/2025

  Brake Masters thanks the BBB for their continued partnership in the resolution of customer's complaints.

  Mr. *******, 

  Car problems are always frustrating, we can empathize with those feelings. Regardless of that, we must insist that an inspection, an inspection that you were not charged for, will not result in a component failure. We have included the invoice and the inspection performed for your records. After you review the provided documents if you still feel that the visual inspection preformed caused some sort of mechanical failure we will encourage you to have the vehicle inspected at a qualified reputable repair facility. Once that is complete you are welcome to share the results with this office for review. 

  Thank you

  Brake Masters Customer Service

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Brake Masters store#229 on 5/5/2025. The beginning was great. The front desk clerk Humberto was very helpful and tried to help me resolve my issue with my 2018 Toyota Tundra A/C issue. They diagnosed my problem and asked me to come back the next day because they needed a part to come in. It was no problem so I left and then returned the next day. I arrived the next day and the mechanics accidently ordered the wrong AC line for my vehicle. After a 3 hour wait I was asked to please come back in 2 or 3 days when the new correct part would arrive. I was understanding and realize mistakes happen no big deal. I receive a call on 5/8/2025 meeting me know my part had arrived and to come in the next day. As soon as I walk in the door the front door the desk clerk who was different and I hadn't seen before was rude and very short. Worst customer service I've ever dealt with. Grabbed my keys out of my hand and stormed to the back mechanic area. I thought o my self "not good". The mechanics worked on my truck for a little while and then parked to the side. I asked the front desk clerk if my truck was ready and he answered "how the he'll should I know"! By this time I'm getting upset and we have a few words. He goes and gets my keys and throws them on the desk and says "truck done"! Then says oh wait we have to charge you another $100 with no explanation. I refuse. I get in my truck and drive off and the AC works for 10 mi uses then the whole Ac control shuts off completely. I return back to store #229 the mechanics look it over for 30 minutes and tell me there is nothing they can do. That it would be $160 an hour to diagnose the new problem that they caused. So I paid $864.43 to have my AC work worse then it did when I took it in. It partially worked when I took it in and now doesn't work at all. I feel I deserve a full refund. I will never go back into that establishment ever again.

  

  Business Response

  Date: 05/14/2025

  Mr. Banuelos,
  Brake Masters appreciates the BBB's continued partnership in resolving customer concerns. We also acknowledge your message to the BBB and will focus on the details documented during your recent visits.
  While we regret that your interaction was not positive and sincerely apologize for that, we want to assure you that this does not change the services performed or the parts sold. We understand there are multiple perspectives in any situation, and we apologize for the interaction itself.

  
  Regarding the service, during your visit on May 5th, 2025, an AC line was ordered and paid for. Unfortunately, this part was incorrect, a situation that can occasionally occur due to inaccuracies in parts delivery, which are beyond our direct control. Consequently, the work was paused, and the correct line was reordered. We understand the inconvenience this caused, requiring you to return on May 9th, 2025, for the completion of the service. On this subsequent visit, the AC line was successfully replaced, the system was recharged, and the repair was reinspected and verified.

  
  To clarify, a vehicle's AC system comprises three distinct but interconnected components: the plumbing (AC lines, compressor, condenser), the electronic (climate control module), and the air handling (blower motor, mode doors). These systems can be serviced independently. Therefore, the repairs made to the plumbing component of your AC system do not inherently affect the performance of the electrical components.

  
  To ensure your confidence in our work and to uphold your warranty, we request that you visit any of our other 15 facilities in the Tucson area for a third-party inspection of the completed AC line replacement.
  Thank you for your understanding.

  
  Sincerely,
  Brake Masters Customer Service

  

  Business Response

  Date: 05/20/2025

  Hello, 
  The new and recently provided information will be duly considered. We request that you furnish any documentation substantiating the claim of system overcharge as the cause of the failure. Kindly forward such documentation via email to [email protected].
  
  It is important to understand that an expression of satisfaction with a response does not, in itself, denote a lack of professionalism in that response. This office maintains an objective perspective and methodology in its resolutions. Our reports to you our customer, and descriptions from our locations are based solely on the documented facts presented. We strive to achieve an equitable resolution in all circumstances.
  
  Thank you.

  Customer Answer

  Date: 05/22/2025

  I do have a price quoted after leaving Brakemasters from a reputable mechanic. I have never had such horrible customers service. To have spent almost $1000 to leave Brakemasters with my AC system working worse then before leaves me no choice but to go to my local news station and prevent future people having the same problems I have. Best regards to the establishment.

• Initial Complaint

  Date:05/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  07/19/2024 I am writing to formally request reimbursement for damages incurred to my vehicle due to the use of incorrect spark plugs installed by your store on my Dodge Grand Caravan. ***** Spark Plugs were installed instead of Dodge spark plugs, This was confirmed and repaired by a different Brake Masters Store located at ***************** by a Master Mechanic and Store Manager. This situation has resulted in significant repair costs, which I believe should be addressed. Note: due to the wrong spark plugs installed and I have driven it for approximately 11 Months, there is a likelyhood that engine could happen in the future The breakdown of the expenses is as follows:Transmission repair: $4,896.94 Radiator replacement: $591.94 (this is the second replacement within 14 months)Engine oil adapter: $1,312.54 Spark plugs (second instance of using Dodge plugs) and misfiring ignition coil: $1,182.53 Battery replacement: $179.84 The total amount for these repairs comes to $8,163.79.Given that the damages were a direct result of using the incorrect spark plugs, I kindly request that this matter and consider reimbursing me for the incurred expenses. I have attached all relevant documentation, including repair invoices and correspondence regarding the spark plugs, for your reference.Thank you for your attention to this matter. I look forward to your prompt response.

  

  Business Response

  Date: 05/07/2025

  Brake Masters would like to thank the BBB for bringing this matter to our attention. We appreciate the continued partnership in complaint resolution. 

  
  Mr. ******, 
  As frustrating as vehicle problems are, the concerns that you are experiencing are not in any way related to the spark plugs that were installed on either visit. We have included a link that displays both of the part numbers that were used in your vehicle. 

  
  We understand that you may have had someone tell you that Denso spark plugs are for Hondas, while that is true they are compatible with many makes and manufacturers. In fact there are no '*****' or 'Dodge' Spark plugs. There are companies that produce spark plugs who have partnered with manufacturers for production line installation. Those items, called OEM, are usually the default option if there is not a higher performing option available. Both brands and part numbers; 'Champion' #**** and 'Denso' #****, are OEM components for context.   

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

  
  Brake Masters will not be accepting any liability for the concerns with your vehicle as we have made more clear the exact details of the plugs that you allege are the root cause of the vehicle's concerns. 

  
  Brake Masters considers this matter closed.

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I came in to brake Masters on ********* to get my brakes looked at and possibly new ones depending on what they said. The office manager I believe is who it was told me that I needed my rotor's resurfaced and then showed me why so I didn't think anything of it after 2 to 3 hours to look at them again to make sure they did the job I noticed that there was a small squeak when I push the brakes all the way down thought it was just a break in issue later. My mechanic happened to become available later on and I had him take a look. To my surprise he said they were not machined all the way and he took pictures to show me to send to them. I went in and I put this review on ****** and no one cared to respond so here we are I would like all of my money back because now that my mechanic actually resurfaced the rotors they look completely different nothing like what brake Masters gave them back to me completed as they look like they didn't even do the job and they still were squeaking now there's no squeak that my mechanic worked on it and that they were actually resurfaced the right way. it's only fair for them to return my money for my wasted time and unsurfaced rotors that they gave me back.

  

  Business Response

  Date: 04/18/2025

  Brake Masters appreciates the continued partnership with the BBB especially in resolving customer's concerns. Thank you. 

  Hello, 

  During our investigation it was determined that the customer's concern is valid, at that point the location reached out to the customer and offered a full refund. The customer has accepted this resolution, the refund is being processed and the customer should see the funds in 7-10 business days. Please allow that time for your financial institution to release the funds. 

  Brake Masters is grateful that you have given us the opportunity to resolve this matter. 

  Thank you, 

  Brake Masters Customer Service 

  Customer Answer

  Date: 04/23/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved after I receive the check by May 1st.
  
  Regards,
  
  ******** ******
  
   
  

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was taken in for brakes in January 2025. They recommended a transmission flush. I was charged for the work. In April 2025, the transmission began slipping and the brakes started grinding. We took it back in and they fixed the brake issue. They say they forgot to do the transmission flush and now the transmission is in such bad shape they can't fix it. My car needs to be fixed. I paid for a service that wasn't done and caused my transmission to break.

  

  Business Response

  Date: 04/16/2025

  Brake Masters would like to thank the BBB for their continued commitment in providing an avenue of resolution with customer complaints.

  
  Hello,
  During the visit on 01/18/2025, there was a clerical oversight. The service of exchanging the transmission fluid was not completed. In this we appreciate that this was brought to our attention. Thank you. The customer is correct, a refund for this service is being processed currently. Brake Masters apologizes for this oversight.

  
  The vehicle currently has 130,084 miles as of 04/15/2025. Regardless, the concern with the transmission’s performance is not something that Brake Masters will be taking any liability for. Our rationale is data driven; the transmission fluid in this vehicle is due to be exchanged at 60,000 miles increments. This is a maintenance schedule set forth by the manufacturer, Hyundai.

  
  Upon further investigation, CarFax’s history report notes that the fluid has never been changed. The first documented instance of transmission fluid, service or repair was a repair performed by another company at 85,966 miles 02/18/2022.

  
  As unfortunate as this matter is, Brake Masters will defer to the lack of manufacturer recommended maintenance at the intervals prescribed. This contributes the performance concern of the transmission. This is a performance concern that would have become apparent regardless of a fluid exchange service being performed at 126,210 miles. Given that the distance between the two visits is 3,874 miles, any damage that has occurred to the transmission unit had already taken place. Exchanging the fluid during the 126,210-mile visit would not have corrected or prevented any wear that had already taken place due to the lack of missed scheduled maintenance intervals.

  
  Brake Masters has included the CarFax report, as well as the manufacturer’s recommended scheduled maintenance intervals.

  
  We understand this is not your desired outcome, as well, we can empathize with the performance concern the transmission is displaying. Unfortunately, the internal transmission mechanical components and their replacement falls outside the scope of our practice, meaning we do not have the means to determine the source of the concern or have the ability to address it.

  
  Thank you again,
  Brake Masters Customer Service

  

  Business Response

  Date: 04/17/2025

  Hello, 

  We understand your decision.

  Moving forward please use this email address for any and all correspondence insurance or otherwise.

  [email protected] 

  Thank you,  

  Brake Masters Customer Service

   

  Again we would like to thank the BBB for their assistance in this matter, as well as their continued partnership.

   

  Customer Answer

  Date: 04/17/2025

  I have already contacted you through your own customer service. I will handle this through BBB and the BAR, from now on.