ComplaintsforBRAKEmax Car Care Centers

• Initial Complaint

  01/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The shop on purpose scammed his customer. When I asked the price of Hyundai Santa Fe 2009 spark plug replacement , Mr Perez said eight,..., eighty nine, instead of eight hundred, eighty nine and make people believe that he repeated eight and it is eighty nine dollars. I came to the shop before under previous management, and always signed documents before shop worked on the car. He didn't let me sign anything. I waited there for 3 hours and parts didn't come. The actual work on the car is less than 1 hour. When it finished, he charged me $889.31. I disputed the price and he wouldn't give me the car key. After I complained , he silently reduced it to $694.12 without my knowledge. I paid whatever it was to get my key back. When I come home, I checked average price for this service and KBB states Fair Repair Range $352 - $427. I felt that I got scammed and was ripped off. I want a $300 refund.

  

  Business response

  01/25/2024

  Hello, 

   

  Please see attached documents as a response to complaint ID # 21109157.

  Thank you, 

   

  Stephanie H. 

  Sun Auto Customer Care

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Several months ago Brakemax - Catalina replaced a spark plug in Cylinder 8 in my 2005 F 150. Last night I was returning home and I received an alarm from my onboard PCM real time monitor. Several codes came thru notifying me an EPA module had failed and Bank 2 was running lean. P0171 P0174 P0443. About five minutes later, an alarm for ignition failure cylinder 8 . P0308 P0358. The vehicle was barely running and the check engine light started flashing (catastrophic failure do not drive vehicle). I limped home and opened the hood to find the hose from the EPA module hanging with the broken nipple inside. It had been super glued. When I went to remove the coil, I found that the bolt holding it on the spark plug was barely screwed into the head. When I removed the coil, it was corroded from road dust and moisture. Screwed down properly, it seals against the head preventing contamination. The calcification created bad contact with the spark plug causing it to ark and eventually fail. Failure was a combination of arcing and the lean condition. When I spoke with the manger Steven Frazier this morning, he was somewhat polite but refused to even access the work order. He said in order to warranty the job I would be required to have the vehicle towed to the shop (200 + dollars) so he could view the codes to confirm the problem and then do the repair at the shop. Seriously ?? He saw the condition of the coil and and the module. He wouldn't go out to the truck to see that I had replaced the coil. I told him that I had absolutely had to use the vehicle for a doctor's appointment today so I did the repair myself this morning. To any real mechanic it would be obvious what the problem was just by looking at the parts. Maybe he got his degree from tRump University. I would just like the store to pay for a new coil to resolve this issue. If the issue is not resolved within 15 days, I'll file a lawsuit in small claims court and inconvenience them as they have inconvenienced me.

  

  Business response

  09/06/2023

  Please see attached.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had Bushings, Radiator Flushing, shocks and struts, etc, replaced since vehicle had over 115k mi in Dec 2019 Recently, driving down the road, hit a bump and it would through me into the other lane. My husband checked my vehicle and noticed the rear right shock was leaking. Ordered 2 new shocks and then remembered BRAKEMAX replaced these little over 15k mi, was over 3 yrs but shocks should last alot longer than 15k mi since the original(FACTORY)shocks and struts were replaced at 115k mi Husband replaced them since I was endanger driving my vehicle (2011 Nissan Murano) and getting into a shop these days in a timely manner seems to be impossible Called the Valencia Brakemax and spoke with Shop Manager and then District Manager, both of them concluded that it was out of warranty, Doesnt matter the amount of MILES , use on the shocks they installed! Had asked for $200 plus labor($100) I feel would be a HONORABLE thing to do since I was a customer for over 10 years I have attached pics of the work done on my vehicle, pics of the bad shocks and receipt of the new ones BTW...Attachments will show that new Shocks of the Model they had installed in 2019 are only 65 each and they charged me 139 each plus labor in 2019. This isnt the first time they have been accused of using cheap products with inflated prices, endangering people lives!!

  

  Business response

  08/16/2023

  Please see attached.

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 07/17/23 we took our vehicle to BREAKmax to get an issue resolved regarding a minor oil leak. On 5/17 they did an oil change and documented a minor leak on the paperwork. On 6/1/23 we were verbally told that there was a minor leak potentially coming from the transmission, they would clean it up and inspect next oil change(not documented on paperwork). We decided to take it sooner as it felt necessary. On 07/16 we took our vehicle to get inspected and was told it was a vacuum pump issue (no diagnostic was ran to come to this conclusion) trusting they had done a diagnostic we agreed to get the part replaced. On 7/17 we took our vehicle for the schedule appt. Store manager ***** had no idea of appointment or part that we were told. However he said he would look into it and took our vehicle. On 7/21 we received a call saying that they didn’t know what happened but that after replacing the part we needed to replace the engine due to oil being found inside cylinder 3. When we asked for paperwork stating they had ran diagnostic prior to repair. They advised they had not ran any test and just replaced part. Total negligence and lack of communication from BREAKmax. Our vehicle is a 2019 with less than 70k miles! Prior to taking to BREAKmax we had no engine failure nor engine repair lights or any engine issues. Manager ***** handled the issue extremely unprofessional. Contacted his district manager before even discussing issue with us. District manager ****** contacted us on 7/28 asked for my statement and advised he would call back. On 7/31 ****** DM called back and advised that the part that was replaced had no correlation with the engine and there for it was not their fault. Again, no prior major issues other then the oil leak they had said they found. After 15 plus years of loyalty we nor our family members will be returning.

  

  Business response

  08/10/2023

  Please see attached.

  Customer response

  08/17/2023

  To whom it may concern, 
  
  We appreciate the response. However, the information provided to *** ******* is mostly, if not all, false and incorrect. To begin, *** ***** did not take the 2019 Jeep Renegade on July 15, 2023. We called on that day to ask if we could drop off the vehicle on July 18, 2023, for a diagnostic and a look at the leak that they had mentioned in previous oil change. We were advised to take the vehicle on Monday, July 17, 2023. We most definitely did not go during closing time on July 15, 2023. I am sure you have security footage that can show this. On the contrary, we went the morning of July 17, 2023 at approximately 8 a.m., and I'm sure you can find footage of our visit. At that time (7-17-23), ****** took our car keys and, after a while, returned and asked if we felt the vehicle was "sluggish". He then continued to advise that, in his experience, it had to do with the vacuum pump. At that time, he advised that he would put in an order for the necessary part but to bring in the vehicle the next day for appointment. The following day, we took our vehicle to its "scheduled appointment" at approximately 8 a.m. and met with manager *****. When we came in and spoke to the manager, *****, about our appointment, he said, and I quote, "We do not have a scheduled appointment for you". We explained how we had spoken with somebody on July 15, 2023, and made an appointment to get our vehicle diagnostic. We then continue to explain that on July 15, 2023, we were told to come on July 17, 2023, to get the vehicle looked at. With a baffled face, he advised that he would take the vehicle and look into it. I thanked him and asked him to call us with the next step. At that time, he also mentioned that he would order the vacuum pump. We left with the expectation that a diagnostic would be done, as that was the whole reason we were leaving our vehicle to get repaired. I want to stress that at no point did ***** ask if there was a full inspection diagnostic done, because we would have said no as ****** the previous day had not mentioned that a diagnostic had been done. Only that he thought based on his experience, that the vacuum pump had an issue. It is completely disheartening to read that in the response. ***** said he had asked and that we got confrontational? This comment sums up the attitude and disrespect we received from *****. Again, I am sure an establishment like yours has security camera and can see that we left the vehicle on July 18, 2023. What we thought was in good hands and with full intention of getting a call after it was taking a look at(Diagnostic). Again, I want to stress that we took the vehicle in for a repair we did not know of and only had been told had a minor leak. Our vehicle had no engine issues prior to being worked on by your BRAKEmax facility. Most importantly, at NO TIME did we reject or deny the diagnostic. 
  
  In regards to paragraph four of your response, Breakmax was fully aware of the issue we were having with the leak. This is another fraudulent statement that was provided to *** *******. It was not documented on our most recent oil change made on June 1 because it was told verbally by one of BRAKEmax employees. Again, they had said at that time that they were going to check where the oil was coming from on the next oil change. We did not want to wait for the next oil change and brought it in on July 18, 2023. In regards to the comment that BREAKmax was fully aware of the minor leak before the repair was done, I have attached the maintenance oil change done on May 17, 2023, showing the minor leak. This was documented on the invoice. I want to also include that on May 17, 2023, when the minor leak was found, they also advised that they would check again the following oil change.
  
  As you can see, most, if not all, of the information provided to *** ******* can be proven otherwise with documents and security footage of the BREAKmax location.
  
  It most definitely is very unfortunate that we have internal engine issues. We strongly believe that the neglect and miscommunication from the employees at said led us to the position we are in now. The treatment that we received only from manager ***** was extremely unnecessary and unprofessional. Comments like the one made in the response stating that we became confrontational is blatantly fraudulent. Not only is it degrading, but strongly disrespectful to advise that we would be against or confrontational about a diagnostic that needed to be done to our vehicle. The main purpose of our visit to the establishment.
  
  While we also feel bad for BREAKmax and the experience we had with *****, We do not feel like a 25% discount is acceptable for the mechanical negligence among other treatments that we experience at the service center. We most definitely will not like to continue business with BREAKmax. We asked for compensation for the repair of the damage done to the vehicle, including, but not limited to, engine repair labor, car rentals needed for daily work commutes, and gas costs. We are asking for the amount of $15,000. If we are not able to come to this requested agreement, we are fully prepared to take matters to civil court and request additional compensation for not only repair, labor, and vehicle rental but also emotional distress that has occurred due to this matter, as well as legal fees. 
  
  We thank you for your time and attention on this matter. 
  

  

  Business response

  08/22/2023

  Please see attached.

• Initial Complaint

  06/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been going to Brakemax for oil changes on my 2007 Toyota Camry for a few years. My second to last synthetic oil change was on 9/03/2022, and they also replaced the Shocks & Struts that day. This January, my engine was almost dry, a month before my next synthetic oil change. I filled it up myself. As I was still in school, I decided to wait until after finals before taking my car in for servicing on May 20, 2023. While there, they told me I needed new Control Arms, Shocks, and Struts. I asked why the struts and shocks got ruined so fast since they were replaced less than a year ago. They had no idea and didn't give me an answer. I asked for a printout of a quote for all of the items they said I needed. They only gave me a printout for the Control Arms, not the shocks and struts. I asked a few more times, but the man helping me kept telling me verbally $300 for labor only. I never received a printout quoting me for the Shocks and Struts. I felt disrespected and belittled as a young woman; this behavior is shifty. Last September, the labor was $432.10 for the front plus $387.40 for the back, totaling $819.50. The "Limited Warranty on Service and Products" page printed on the back of page one of every Brakemax invoice says free part replacement AND labor under 12 months or 12,000 miles. Additionally, Struts and shocks last up to 50k and 100k miles in my type of vehicle. On the September invoice, my mileage is 154,486. The mileage during my May visit was 161,908, which wasn't on the invoice but was on the Carfax service history. That is 7,422 miles since my Struts and Shocks were replaced in September. As per Breakmax's "Limited Warranty on Service and Products," I request a free replacement of the parts and free labor.

  

  Business response

  07/05/2023

  Please see attached.

• Initial Complaint

  04/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This started in September of 22. I brought my car to brakemax to have them change out the rear suspension components. I supplied new parts. They were confidant in their ability and changed out all but one control arm on each side and aligned it. they were unable to get the bolts to the upper control arm on each site to come loos due to rust and access. At that time they said even though there was ruse, they were fine. I was out of town for some time and when I got back I drove the car for a few weeks and noticed a slight pull to one side. I brought it back to have them check it in November. They said they were unable to align it because the subframe needed to be shifted. I did not drive it till mid December when I brought it to another European shop to do the alignment and the car was barely drivable. I got a call from the euro shop and they indicated that all the sub frame bolts were loose and the suspension had collapsed and bent the subframe. They tightened the bolts and gave me a quote to replace the subframe. I called brakemax and they towed it to their shop and attempted to get it straight. Brakemax had my car from 12/19 to 3/29 and were unable to get the alignment back to what it was before the end of Nov when they left the subframe bolts loose. Additionally they welded a block on the aluminum subframe in an attempt to get more adjustment out if it and I am told that that is not an acceptable repair. I attempted to resolve this with the area manager Javier Florez and he refused to provide a satisfactory solution and only tried to point to other things as the cause. He also refused to provide me with his supervisor or insurance company.

  

  Business response

  05/09/2023

  Please see attached.

  Customer response

  05/15/2023

  Please see my attached response.  The response from Brakemax has some mis-statements of fact.

  

  Business response

  05/17/2023

  Please see attached.

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  At the end of November of 2022 I received a quote from BRAKEmax for 4 new tires. On December 2nd of 2022, I arrived at BRAKEMAX and had the tires put on my Chevy S10 truck. After a little while I needed an oil change and decided to return to BRAKEmax on December 13th for the service. Finally on December 16th of last year I took my truck to BRAKEmax for a tune-up to maintain my Chevy S10. My vehicle is a 2001 and I wanted to be sure that it continued to run as well as it already did at that point in time. On December 22nd 2022, on my way to run errands my vehicle seized on the I-10 highway in Tucson. I then had my truck towed to BRAKEmax where I was told by ****** that he didn't know what happened to the vehicle. Hearing that he didn't know what the problem was I then had it towed to Sooter's Garage on 6th street downtown Tucson. The owner, *** ****** advised me that my vehicle was "bone dry" and that it would require a new engine. I spoke with ****** at BRAKEmax who stated that if they were negligent he would make it right. My question was why would I take it back to a shop that was obviously not going to admit to there mistake and didn't know what the problem was in the first place. I'm only asking for the money I'm out for an engine, $4,925.02 and the towing, $147.00 The invoice numbers assigned by BRAKEmax: 30346, 30456, 30514 Sooter's: 102865 and Bronco's: 22-128693 The address of BRAKEmax is listed incorrectly. The address is 6560N Thornydale Rd Tucson AZ 85741

  

  Business response

  05/03/2023

  Please see attached.

• Initial Complaint

  09/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  GB AUTO SERVICE, INC Has been sending invoices for months now. We have never used their services. We do not live in the areas of any of their establishments. I've tried to call the phone number they listed on their invoice and their is no answer. The total amount of the invoice is $1226.67

  

  Business response

  02/03/2024

  Hello, 

  Please see attached letter.

  Thank you, 

  Sun Auto Customer Care

• Initial Complaint

  06/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  BRAKE MAX ISSUE.... A COUPLE OF WEEKS AGO I HAD MY VAN TOWED INTO BRAKE MAX TO HAVE MY VAN LOOKED AT.. MY VAN NEEDED A NEW RADIATOR, CAP, HOSES, AND I HAD MY AIR CONDITIONER LOOKED AT. THE BRAKE MAX THAT MY VAN WAS TOWED TO WAS OFF OF THORNYDALE AND COSTCO DR. MY VAN WAS THERE A DAY OR TWO. WHEN I WENT TO GET MY VAN IT WAS GOING TO COST ME OVER $1000,00 DOLLARS. I TOLD THE MANAGER OF THE STORE TO BILL MY ENDURANCE WARRENTY I HAVE ON MY VAN. THE MANAGER TOOK $300.00 DOLLARS OFF MY BILL AND I GUESS THEY CHARGED MY BROTHERS ****** ******** BRAKE MAX CREDIT CARD. THE REASON THEY CHARGED HIS CARD WAS CAUSE A MONTH PRIOR TO HAVING MY VAN TOWED THERE BRAKE MAX DID MY BRAKES AND MY BROTHER PAID FOR IT AND HE PUT HIS CARD ON MY ACCOUNT JUST IN CASE IT NEEDED SOMETHING ELSE DONE TO IT WHILE PUTTING ON MY BRAKES. WELL HIS CARD NEVER GOT TAKEN OFF MY ACCOUNT. THE THING IS THE MANAGER OF THAT STORE DIDNT SUBMIT MY BILL TO ENDURANCE TO HAVE BILL PAID INSTEAD THE MANAGER TOOK IT UPON HIMSELF TO CHARGE MY BROTHERS CARD WHICH WAS $1800,00 WITH OUT MY BROTHERS PERMISSION. THE MANAGER TO MY BROTHER I CAME IN WITH A PIECE OF PAPER WITH MY BROTHERS CREDIT CARD NUMBER ON IT AND TOLD HIM TO CHARGE IT TO MY BROTHERS ACCOUNT. I WOULD OF NEVER DONE SUCH OF A THING. THIS ISNT RIGHT AND IT NEEDS TO BE DELT WITH ASAP. MY BROTHER SHOULD BE GIVEN BACK HIS MONEY THAT WAS CHARGED ONTO HIS ACCOUNT AND SUBMITTED MY BILL TO ENDURANCE WARRENTY. MY BRAKES ARE NOT RIGHT STILL AND THE AIR CONDITIONER IS NOT WORKING PROPERLY STILL. THIS NEEDS TO BE TAKEN CARE OF ASAP OR I AM GOING TO TAKE YOUR COMPANY TO COURT FOR THIS MATTER. THANKS **** ****** 5***********

  

  Business response

  07/05/2022

  Please see attached documents.

  

  Business response

  07/20/2022

  July 20, 2022
  
  Better Business Bureau
  120 N. Stone Ave. Ste. 200
  Tucson, AZ 85718
  
  RE: Complaint ID # 17486672
  **** ******
  
  To Whom It May Concern:
  
            Our District Manager has been attempting to reach out to Ms. ****** since we received this complaint follow-up. We have attempted both phone numbers we have on file for her and her email address to no avail. We would like to help get this resolved with Ms. ****** and the extended warranty company as soon as possible. What would be the best form of communication with Ms. ****** at this point?
  
  Sincerely,
  
  
  
  Bob Ford
  Market Director
  BRAKEmax

  Customer response

  08/10/2022

  My new phone number is **********

• Initial Complaint

  02/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  GB Auto Service has repeatedly sent me an invoice in the amount of $1,297.27. I have never been to GB Auto Service or any of their affiliated businesses or conducted any business whatsoever with them. I do not live in nor have I ever had a vehicle serviced in any of the states in which GB Auto Service has locations; there is no possible way that they could have ever done any service for me. I have reported them to the United States Postal Inspection Service for mail fraud/false invoicing.

*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. ↩