ComplaintsforBrake Masters of Tucson, LLC

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/10/24 I had Brake Masters in Lake Havasu City replace a power steering pump on my 2014 Ford Edge. The cost was $588.58 and I charged it on my CitiCard. On March 10th I was on Highway 40, leaving Lake Havasu City, going to Prescott Valley and I lost all power steering. I was at the Ashfork truck stop exit and was able to exit to a parking lot. I called AAA and my car was towed to Jim's Auto Clinic in Prescott. On 3/12/24 I heard from John with Jim's Auto Clinic and he said the work done by Brake Masters was not done correctly and caused my loss of power steering. John took pictures and even called Derek at Brake Masters. After numerous calls to Derek he said that a credit was to be place on my credit card. This was Thurs the 21st of March. After numerous calls, again, to Derek he now tells me it could take 7 to 10 days. I have not received any credit much less a call back from Derek.

  

  Business response

  04/12/2024

  Thank you for passing this to up, we appreciate the efforts of the BBB in resolving these matters. 

  The full credit for this customer has been processed 04/10/2024

  Thank you, 

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

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Two weeks ago I noticed I had a break issue no brakes, whooshing sound when depressing, brake going to the floor(i will happily elaborate but trying to save space here), after checking the brake booster system I noticed I fluid leaking from front right. Had vehicle towed 3/7, was contacted later in day told needed a new brake line and flush. Had work done, contacted mid-day 38 told vehicle was fixed. Went to pick up roughly 3:30, paid and was told everything was fixed. when I got in car to back up noticed pedal still went all the way to floor and whooshing sound was still present. went in to discuss and was told by Robert Blanco (who worked on my car) that it needed the brakes flushed, i said that was already was supposed to be done, he said needs ABS but it'd cost more, I asked how much he said $60 so I said no and was going back to my car when I decided I wasn't going to just settle for this and walked back in and asked the other associate for the corporate number and he said he had to walk outside to get it, as soon as he did Robert came back in and started saying oh I wasn't going to charge you I would just need you to leave the car until tomorrow so I can have time unless you want to call, so I said I would call I have things I need to get done. My car has always had the breaks where they barely have to be touched to engage, I had to have my break pedal almost to the floor to get my car to stop on the way home. Nowhere on my statement did it ever say anything about having to have yet another flush on top of the flush I was already paying for. I used to go to this location a long time ago and had to stop because there was always things not being done right, i thought that in the years since it would have improved. So to summarize, my vehicle was in fact not done and not actually repaired but partially at best. I'd like the money that I paid for the job that wasn't done and my time that was wasted.

  

  Business response

  03/11/2024

  Thank you for bringing this to our attention, we are reviewing this matter and working with the store and the area manager to find a resolution. 

  If you would like to discuss this: [email protected]
  Fax: (520) 448-2532
  Monday - Friday
  8am – 5pm MST
  Thank you

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went to Brake Masters on 2600 E Germann in Chandler, AZ for and A/C repair on 6/21/2023. We were quoted our price then during service and told us that there was a major leak in the lines that they noticed after charging the system. They had said that someone had put duct tape on the refrigerant hose at some point. They are the only people who have worked on the car since 2018. It has not been any where else. They would not take responsibility for this. It was an additional $657.69 for the replacement. We brought to their attention that they are the only ones to have worked on the vehicle so they must have put the tape on it during one of the last services within the last year. It had a tune up 9 months ago and a power steering since then. They had changed the A/C compressor 3 years ago. When I asked why their compressor only lasted 3 years, he mentioned that it could have been due to the leak. It only makes sense that this shop is responsible for putting the tape on. Our bill came to $1866.23 for the new compressor, the A/C charge and the A/C refrigerant line and after all of this, we still don't have cold air. We should not be responsible for the damage they had done which consequently led to the failure of the compressor. We would like a refund for this work.

  

  Business response

  03/11/2024

  Thank you for bringing this to our attention, we are working with the store and the area manager to find a resolution. 

  If you would like to discuss this: [email protected]
  Fax: (520) 448-2532
  Monday - Friday
  8am – 5pm MST
  Thank you

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 02/11/2023, I took my vehicle in to have my brake pads replaced and opted to have my battery replaced. During maintenance, I was informed that one of the brake mounting holes on my passenger steering knuckle was stripped out, and the whole steering knuckle needed to be replaced. Upon my own inspection, I found out the other brake mounting hole had been stripped as well and was probably caused by the technician who worked on my truck. Just to note, I've had no issues with my truck before I went to this store (#226). On my passenger rear caliper, a bolt was not installed. I ended up fixing my truck on my own because I do not trust Brake Master's technicians to do the job right ( I was an Aerospace Ground Equipment technician for the USAF). As soon as I was available, I went back to the store and requested a refund on 02/18/2023 from the store manager to Jeff M. He told me he'd have to mail paperwork up to the corporate office, and it will take a few weeks to complete. I've also followed up with Jeff just to see if the refund process has begun, and he reassured me that it has. It's now 04/03/2023, and I have no clue what the status of my refund is or even where to find out.

  

  Business response

  03/11/2024

  Thank you for bringing this to my attention. We are working with the store & area manager to get this resolved. 

  If you would like to discuss this: [email protected]
  Fax: (520) 448-2532
  Monday - Friday
  8am – 5pm MST
  Thank you

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See Attachment
  ***** **** ** *** *** **** * *** *** ********* ******** *****************************************************

  

  Business response

  03/11/2024

  Thank you for bring this to our attention, we are working the the store and the area manager to find a resolution. 

  If you would like to discuss this: [email protected]
  Fax: (520) 448-2532
  Monday - Friday
  8am – 5pm MST
  Thank you

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Brake Job @ Brake Masters * **** ** ***** ********** ********** *********** went in for brake inspection & was told front brakes were done and needing replacing, rear were ok, Jesus then showed me on paper a breakdown of charges with the total at $208. and cents, I asked is this the total charge including everything and he replied yes, in fact that was the reason I decided to go ahead with it because of the $208.00 then he asked me to do a digital signature agreeing to do the job, but it was just a blank space where to sign, no dollar amount, when the job was done he calls me up to finalize payment and surprises me with a $238.06 total, to which I immediately asked what happened to the $208 total, he replied it was never $208 it was $238, I said no it was not, then after I demanded to see the original paper he showed me with the $208 amount on it, he could not find it after looking all over the garage for it he finds it but this time $208 total is not where I seen it before and a new total in a different place on paper with the new total which is $30.00 more than the original amount I agreed to pay. Now to avoid a confrontation in my old age and with heart issues I decided to pay it only to get my car back as I could see that I had no proof other than the price I witnessed before and was the deciding factor to do the job, in retrospect I can tell this is something that regularly goes on here, where he shows me one page and after I agree he prints out a new one and pretends that he cannot find it to further strengthen his position, well let me tell you I wan not born yesterday, I know what he showed me and Brake Masters motto is The Honest Brake, well it needs to change to The Dishonest Brake with this guy scamming unsuspecting customers, I expect to get $30.00 reimbursed and this guy fired, it only takes one bad apple to ruin a reputation Work Order # 2081845

  

  Business response

  03/05/2024

  Javier Garcia is a valued customer; we appreciate the efforts of the BBB and their assistance in our customers concerns. I have included the signed copy of Mr. Garcia's invoice clearly displaying the amount quoted to him prior to the work beginning. 

  It is and always has been Brake Masters policy to correct any deficiencies that 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.

  As a display of goodwill / good faith I will extend to Javier a $30.00 in store credit. This is an unfortunate situation for all parties, and we are wanting to alleviate Javier's concern.  

  Javier, please contact us at [email protected]
  Fax: (520) 448-2532
  Monday - Friday
  8am – 5pm MST
  Thank you

   

   

  Customer response

  03/05/2024

     First of all I find it disrespectful to address me as Javier only as if we were acquaintances of personal friends, it's Mr. Garcia to you, what ever they submitted is not the original estimate he showed me, as I explained in my original complaint, and there is no doubt about the amount he originally showed me and I agreed to, as to how or what he did to pull off his scam, I don't care I know what I know and he scammed me, offering me a $30.00 credit is not satisfactory, actually it's nothing cause he will still have my money, like he states in the interest of good faith, well put your money where your mouth is sir, a $30.00 reimbursement is what is needed here, I agreed to the $208.00 and that's what should of been charged, now I don't know if BBB is dealing with the actual person I'm complaining about and this is his response or I think a regional Brake Masters Representative is better suited to deal with it, as he will have the company's interest at heart and not the actual dishonest person ruining their reputation, I can assure you that from now on if I ever go back to them, I will be taking pictures of the estimates and maybe recording as well. this in not how it's supposed to be, a customer need to feel comfortable and assured they will be treated right and not worry if getting ripped-off is gonna be part of the day for them.

  Javier Garcia

  

  Business response

  03/06/2024

  Hello, 

  We have attached the release form for us to move forward with your refund. Please note performing this refund will void the lifetime warranty on the services you agreed to. Please email or fax the signed form to [email protected] or Fax: (520) 448-2532.

  Once this form is received the refund will be processed. 

  Thank you, 

  Brake Masters

• Initial Complaint

  02/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got an alignment in June 2023 on a car I am fixing up. I noticed as I was leaving brake masters that it was pulling to the left a bit and I figured it was the terrible roads I was driving on. I’ve put maybe 20 miles on it since then trying to diagnose why it would still pull to the left. Driving it around my neighborhood on nice, even roads it still pulls to the left and I do not see any issues with the suspension or bushings or anything as most of that was replaced during the rebuild. I definitely believe the alignment is still an issue and took the car back for them to do a warranty alignment check. Well they wanted to charge me again for something that wasn’t even fixed in the first place and insinuated I’m an idiot and hit a curb, so I left. Contacted corporate and did not get anywhere with them. I need my alignment done correctly and not done by a high schooler or refunded.

  

  Business response

  02/20/2024

  It is and always has been Brake Masters policy to correct any deficiencies that 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.

  Mr. Belk is a valued customer; we did speak yesterday 02/19/2024 about the warranty period on the service he purchased in June of 2023. The warranty has ended as it was only 90 days from the time of purchase. Brake Masters has offered to inspect the vehicle at no charge to the customer and Mr. Belk declined. 
  
  Please contact us at [email protected]
  Fax: (520) 448-2532
  Monday - Friday
  8am – 5pm MST
  Thank you

  

  Business response

  02/21/2024

  The warranty has ended as it was only 90 days from the time of purchase. The service was purchased 258 days ago 06/08/2023. As a show of good faith Brake Masters has offered to inspect the vehicle at no charge to the customer and Mr. Belk continues to decline. The cost of the alignment is $129.95, currently there is a $20.00 off coupon making the alignment $109.95. As a show of good will, I will authorize doubling the coupon on the alignment and offer it at $89.95. If this is satisfactory then we can proceed. If this is not satisfactory, we will consider the matter closed. 

  Customer response

  02/23/2024

  I don't want you to inspect my car because you have high schoolers working for you and you will probably make up some garbage problems with my car, when I know the only issue is the alignment. I gave you the benefit of the doubt thinking the alignment wasn't the problem, and thinking I had plenty of time warranty wise so it took me a while to inspect everything to limit it down to the alignment actually being the problem. Every other alignment shop has a year warranty on their alignments, sounds like you know your company does trashy work and you shorten your warranty times to screw people over. Classic scam artist stuff! If I am not refunded I will be contacting the FTC, Arizona attorney general, department of consumer affairs and US government fraud/scam department to alert them of your scammy practices...as well as looking in to suing you in small claims court.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2/11 the date of the transaction I was charged 122.82 for a coollant flush and labor. Coolant flush was not completed due to mechanic disconnecting transmission module wire and then car not starting. Went to other mechanic who discovered the problem. Wish for full refund and for towing charges. The business said oh Im sorry and in no way offered to refund my money or take accountability when they could not start car they caused by incompetence through disconnecting transmission module. I had to have vehicle towed from the business. I also had to pay tow service to go to other mechanic who discovewred the what the previous mechanics did. The coolant flush was not complete as the car needed to have new coolant put in and could not because car would not start. The second mechanic I took the car too did reconnect the tramsmission module and completed the coolant flush. I was charged 110.00 by the towing service to haul the car from business to home. I was charged an additional 65.00 by different tow service to have car towed to second mechanic.

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So, I’ve taken my Lexus to the Broadway #102 location in Tucson 3 times. They have had my car overnight, and the issue is still not fixed. My front breaks are still making noises. They have already replaced the brakes and rotors, and who know knows what else they’ve done. All I know is that I’ve lost money in waiting for my car, being without my car, and paying for Lyft back and forth. I’ve taken it when I’ve made an appointment, and they make me bring it the next day and be without my car all day. In all reality, this experience has left me with a sour taste.

  

  Business response

  01/18/2024

  Thank you for forwarding to us the complaint of our customer ****** ***** ********.  ****** 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. 
  
  We would like to know more about your situation and explore possible solutions.
  
  Please contact us at [email protected]
  Fax: (520) 448-2532
  Monday - Friday
  8am – 5pm MST
  Thank you

  Customer response

  01/23/2024

  I’ve sent an email directly to them and still no one has reached out to me and my car is still making noises.

   

   

  

  Business response

  01/24/2024

  No correspondence has been received yet. 

  Will attempt to reach out to customer again. 

  If you would like to discuss this: [email protected]
  Fax: (520) 448-2532
  Monday - Friday
  8am – 5pm MST
  Thank you

  Customer response

  01/24/2024

  I just called (520) 512-0000. and left a VM for Christian not sure if this is the person trying to reach out to me but there operator transfer be there. 

  I"m looking forward to hearing from someone. 

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I visited Brake Masters on 12/16/2023, because my car was making creaking/chirping/popping noises when I would turn the wheel right and left. I informed them that the cause of the noise was coming from the suspension. This determination was made earlier in 2023 by Amos Baca, former manager of that location. The new manager, Christian Jaquez informed me that my suspension was fine, but that I required a rack and pinion. Believing that what he said was correct, I financed the $1602.11 for the repairs, not realizing that a remanufactured rack and pinion was installed. Soon after, my car was making the same creaking noises. On 01/04/2024, I returned to the same Brake Masters. After waiting while they looked at my car, the same manager informed me that the noise was indeed coming from my suspension. I reminded him that that was where the problem was coming from in the first place, however, the manager refused to acknowledge what I had wanted done in the first place. I feel like he just bilked me out of my money to fix a problem that may not have been necessary in the first place and turn around and to charge me more money to fix what I had initially wanted.

  

  Business response

  01/10/2024

  It is and always has been Brake Masters policy to correct any deficiencies that occurred in repairing and/or servicing a customer’s vehicle. Furthermore, BrakeMasters has always tried to satisfy all its customers when they have experienced a problem. 

  We are very sorry you feel the way you do! We take great pride in our customer care. We would like to know more about your situation and explore possible solutions.
  
  Please contact us at [email protected]
  Toll Free: (800) 888-5545
  Fax: (520) 448-2532
  Monday - Friday
  8am – 5pm MST
  Thank you

*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. ↩