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

  3540 E Tropicana Ave STE 100 Las Vegas, NV 89121-7377

  
• 

  Brake Masters of Roseville, Inc.

  106 Harding Blvd Ste 2 Roseville, CA 95678-2817

• 

  Brake Masters

  5935 Cromo Dr El Paso, TX 79912-5537

  
• 

  Brake Masters

  1380 George Dieter Dr El Paso, TX 79936-7408

  

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: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.

• Initial Complaint

  Date:04/10/2025

  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.

  I took my car in to Brake Masters for a diagnostic and repair on my 2020 GMC Terrain. They charged me $2,000 for a camshaft and vacuum pump, but failed to catch a related timing chain issue even though the engine code (P0014) clearly indicated a timing problem. Now they want to charge me even more, and both the local manager and corporate rep told me “it ends here” with no escalation. I have a recorded call of their rep refusing to take accountability. Beware of this location and company.

  

  Business Response

  Date: 04/14/2025

  Thank you for reaching out to our office. Brake Masters appreciated the continued efforts of the BBB in resolving customer complaints. 

  The field management and the servicing location have contacted the customer and found a resolution. Subsequent repairs are being performed where only the additional parts are being charged. The continued labor fee is waived. This is a $1600.00+ value to the customer. The customer has agreed to this resolution and the work is being completed as the parts arrive from the supplier. 

  Thank you, 

  Brake Masters Customer Service. 

  Customer Answer

  Date: 04/16/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23189521, 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,
  
  Evan Carter
  
   
  

• Initial Complaint

  Date:04/10/2025

  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.

  I brought my car to Brake Masters for a brake inspection and a suspension inspection based on the loud rattling/vibration noise coming from the front driver side wheel area when going over even the slightest of cracks or bumps in the road. The business said the brakes were at 8mm and fine, but recommended both front strut assemblys be replaced, which totaled $1288. The issue persisted and I brought the vehicle back in and they replaced the driver side strut assembly at no cost and I went on my way. The problem persisted so I brought it back and per the notes from that visit and inspection they stated noise persisted after replacement. Noise stops when holding stabilizer bar links, stabilizer links replaced but noise still persists after replacement, ordered factory driver side strut and will notify customer when parts are available.The business did not reach back out from that point with the new strut when it was available per our records. This occurred throughout November 2024. I brought my car in this week in April of 2025 to have the brakes and suspension inspected again because the problems have only gotten worse. After inspection the technician informed me the driver side strut has some wiggle to it and now they recommend the lower suspension be replaced as well because the ball joint also has too much movement when applying force (which it sounds like this may have been the issue from the beginning.)Essentially I feel as though they either misdiagnosed the original issue or they were not ordering/using the right OEM parts for the vehicle and therefore never fully completed that work that was paid for, which totaled $1288. At this point, the trust that this place can handle this issue is gone and I would just like as much of a refund as possible so I can take it to another shop to get the job done.

  

  Business Response

  Date: 04/11/2025

  Hello ****, 

  We are investigating this matter, our office will follow up with you by midweek next week. If you require a more immediate response, please email us at: **************************************************************** 

  Customer Answer

  Date: 04/17/2025

  
  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.
  
  Regards,
  
  **** *******
  
   
  

• Initial Complaint

  Date:03/24/2025

  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.

  Brought my car in to get brakes done. One month later brought my car back in because my brakes were still making noise. After 4 hours they still have not viewed my car. I’m asking for a full refund because of the customer service at store 219 doesn’t allow for warranty work to be done.

  

  Business Response

  Date: 03/25/2025

  Brake Masters appreciates the continued efforts from the BBB to assist in resolving customers complaints. Brake Masters is committed to an equitable, reasonable and satisfactory outcome with every transaction.  

  Dear Michael, 

  Thank you for taking my call yesterday, and agreeing to revisit another location today 03/25/2025. I appreciated your time and grace you showed in this matter. With consideration to our 50min long conversation and the proposed resolution I will assume that this matter is now closed. 

  Thank you again, 

  Brake Masters Customer Service

   

• Initial Complaint

  Date:03/17/2025

  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.

  Subject: Dispute Regarding Brake Service on 2021 Dodge Charger Dear Brake Masters Customer Service, I hope this letter finds you well. I am writing to formally dispute the service I received at your facility for my 2021 Dodge Charger. I have serious concerns regarding the brake work performed on my vehicle, and I seek a resolution to this matter. On I brought my vehicle to Brake Masters for a brake inspection and service. I was charged $1,500 for the front brakes and an additional $1,500 for the rear brakes, totaling $3,000. However, shortly after the service, I began to notice that my brakes were still squeaking. To address this issue, I took my vehicle to Christian Brothers Automotive for a second opinion. Their inspection revealed that Brake Masters had installed substandard brake components on both the front and rear brakes, which not only caused the persistent squeaking noise but also led to further complications affecting my vehicle’s transmission. Given these circumstances, I am requesting a full refund for the brake services performed by Brake Masters due to the following reasons: 1. Poor Quality of Parts: The brakes installed were determined to be of inferior quality, leading to further issues with my vehicle. 2. Unresolved Issues: Despite the substantial charges for brake service, my vehicle continues to experience problems related to the brakes. 3. Transmission Problems: The issues caused by the brake installation have now affected my vehicle's transmission, leading to additional repair costs. I believe this situation warrants a review of the service performed and a refund for the charges incurred. I have attached documentation from Christian Brothers Automotive that outlines their findings, along with my original receipt from Brake Masters. I kindly request a prompt response to this letter so we can resolve this matter amicably. Thank you for your attention to this issue. I look forward to hearing from you soon.

  

  Business Response

  Date: 03/17/2025

  Brake Masters would like to thank the Better Business Bureau for their continued partnership in resolving customer complaints. Thank you for relaying this matter to us.

  Hello, 

  With the information you have provided we cannot locate your visit to the Buckeye or any of our locations. Please review your records and reply with a different phone number or the invoice number in question. 

  Brake Masters understands that navigating the complexities of automotive service can sometimes be challenging. While obtaining a second opinion is certainly your prerogative, it's important to clarify that such opinions are advisory and not binding by any means upon Brake Masters. It is common practice in this industry to consult with manufacturers or dealerships, but their assessments do not dictate our service procedures.

  Brake Masters values the input of dealerships, solely concerning workmanship, not the quality of the parts installed. Dealership technician opinions, while informative, are ultimately only recommendations. Discrepancies in recommendations can occur, and we encourage you to present any conflicting findings from another facility for our review. 

  While we will carefully consider such information, we are not obligated to act upon another source's opinion of the parts or the services purchased with Brake Masters. 

  Please note, that choosing to visit another company outside of the Brake Masters network and having work performed on the same system(s) that we have, nullifies / voids any warranties and eliminates any responsibility that we will take in the matter.

  

  Business Response

  Date: 03/20/2025

  Brake Masters would like to thank the BBB for their continued assistance in remedying customer's concerns. 

  Dear Antoinette, 

  We have investigated your complaint and come to a conclusion. As unfortunate as a transmission failure is in any vehicle, reviewing the services preformed by Brake Masters there is no correlation to be found. Replacing the front brake pads and rotors as well as the wheel hub bearing assembly will not impact the performance of the transmission.  

  Reviewing the images sent in with your other BBB complaint that detail what happened at another facility there is no correlation found between our services and what had failed on your vehicle. As noted on the first page of your visit with this facility, you experienced transmission failure while driving. This was 20,214 miles after the service in question with us. The notes in the images you provided also state that after the transmission failure while driving there was a fluid leak. Then the vehicle was towed. 

  We understand that navigating the complexities of automotive service can sometimes be challenging. While obtaining a second opinion is certainly your prerogative, it's important to clarify that such opinions are advisory and not binding upon Brake Masters. It is common practice to consult with manufacturers or dealerships, but their assessments do not dictate our service procedures.

  Brake Masters values the input of dealerships, solely concerning workmanship. Dealership technician opinions, while informative, are ultimately only recommendations. Discrepancies in recommendations can occur, and we encourage you to present any conflicting findings from another facility for our review. These are benchmarks, not mandates, and variations in among different facilities are common. 

  While we will carefully consider such information, we are not obligated to revise our practices based on external opinions.

  Again, Brake Masters does not offer opinions on the pricing or practices of other businesses.

  We can empathize with the troubles of a failed transmission, although there is no responsibility in its failure with Brake Masters. 

  Brake Masters wishes you the best in this matter. 

  Thank you for your time. 

  Brake Masters Customer Service. 

  Customer Answer

  Date: 03/20/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23077417, 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,
  
  Antoinette Green
  
   
  

• Initial Complaint

  Date:03/13/2025

  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 received a what I thought would be a routine oil change for my 2014 Chevy Cruze (one of many times, with many different vehicles, at this Brake Masters in Buckeye) on January 17, 2025. Approximately one week later I noticed oil spots in driveway that progressively get worse over next few days. I took the car back to the same Brake Masters in Buckeye on February 7, 2025, and was told by them that the oil drain plug is stripped and that it can't be repaired - that it requires replacement of the entire oil pan (with a new drain plug). They had already taken it apart and I wasn't shown the stripped drain plug or the removed oil pan - just the car up on a lift. The car couldn't be driven and they had to keep it overnight to get a new oil pan. I picked it up on February 8, 2025. The charge: $588.09!! (after a $30.00 discount because I complained; they were actually going to also charge me an additional fee for another oil change!!). They blamed it on the age of the car, when they were the only ones to touch the oil drain plug! Car at that time ~115,000+ miles on it and had received an oil change approximately every 5,000 miles with no leaks! I've had many vehicles with over 250,000+ miles with never a stripped drain plug (including a Jeep Wrangler with over 450,000+ miles with no stripped drain plug!). A quick Google search shows that failure in oil drain plugs is mostly caused by improper installation and/or overtightening. In my mind, they caused this issue was caused exactly by that - improper installation and/or overtightening - when they did the oil change on January 17, 2025, and didn't/don't want to admit to their mistake. I left a message with their corporate office in Tucson but never heard back. I am seeking a full refund and a written apology.

  

  Business Response

  Date: 03/17/2025

  Brake Masters would like to thank the Better Business Bureau for their continued partnership in resolving customer complaints. Thank you for relaying this matter to us. 

  Dear Mr. Loper, 

  Our office is investigating this matter, the field management will be responding to us shortly and once they do our office will be back in touch with you. 

  Thank you for your continued patience in this matter. 

  Brake Masters Customer Service. 

   

  

  Business Response

  Date: 03/19/2025

  Hello Greg, 

  We have completed the investigation, our office feels that a full refund of the amount spent on the oil pan replacement is prudent and warranted. This is a service and a visit that should have been handled in a different way. 

  We will be sending a reimbursement check for the visit on 02/08/2025 for the amount of $588.09. This check will be issued no later than March 28th, 2025 and sent to the address that is on file. 

  On behalf of that location, the newly installed field management and this office we genuinely apologize for this matter. 

  If the check is to be sent to a different location that what we already have please provide that address. 

  Thank you, 

  Brake Masters Customer Service 

  Customer Answer

  Date: 03/19/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23063760, 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,
  
  Greg Loper
  
   
  

• Initial Complaint

  Date:03/07/2025

  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.

  We had our brakes replaced once we picked up the car. It was making a strange noise that wasn’t there before we took the car back.They charged us an extra $350 to fix the problem which they had caused.

  

  Business Response

  Date: 03/17/2025

  Brake Masters would like to thank the Better Business Bureau for their continued partnership in resolving customer complaints. Thank you for relaying this matter to us.

  Dear Ms. Davila, 

  Please provide the invoice number that is related to this matter. Once we have that information our office can continue our investigation. 

  Thank you, 

  Brake Masters Customer Service 

• Initial Complaint

  Date:02/20/2025

  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.

  The nature of this dispute is I’m attempting to collect on brake masters labor warranty policy. On the date 10/07/24 I took my 2003 Hyundai Santa Fe. In for an inspection at this time the vehicle was driving wabbly due to the front passenger tire. After they charged me 60$ for an inspection I was told I needed an immediate repair for a spindle kit for my right tire. They quoted me at 323.75$. I paid for a belt replacement and came back the next day and replaced the spindle kit. The next morning my serpentine belt broke so I went back and got it replaced and I was still charged labor for it. Upon closer inspection the mechanic told me that I now needed my engine retreaded and it would cost me upwards of 3,000$. I declined the work because I wanted a second opinion. How they missed this in the vehicle inspection I paid for I don’t know. So I declined the work. On 11/22/24 I took my vehicle back to Brake masters for a 3rd time because the belt was slipping off. Brake masters then charged me for a new belt replacement even though the work should be warranted for 6 months according to there policy and it had been less than 2 months. So I paid them for this belt replacement in advance because I was very busy that day. I called brake masters to follow up on the belt replacemen. The mechanic told me that they where in process off retreading my engine. Which is not the work they were authorized to do. Immediately after retrieving my vehicle from them. The new belt they installed tangled up in the engine and totaled my vehicle. I reached out several times and was either ignored or hanged up on. I am owed 703$ in labor from there policy. As well as the parts totaling 175$. I also had to replace the battery 3 times. 624$. Brake masters not only ran an incorrect vehicle inspection they also conducted work on my engine against my consent. Which lead to further damage. They are responsible for the repair of my vehicle as well as a refund. According to there own policy.

  

  Business Response

  Date: 02/20/2025

  Hello, 

  Thank you for sharing this complaint with us. We appreciate the continued efforts of the BBB with the resolutions in customer complaints. 

  Unfortunately, this is a visit that takes place at a franchise store and not a corporate store that this office has oversight with. We would like to refer the customer to the correct point of contact. 

  The phone number for this point of contact is 951-245-1600, Adan Castareda.

  This complaint being with a franchise, and this office not having any access to the records or the location we encourage the customer to contact the number above. 

  Thank you, 

  Brake Masters Corporate Customer Service

   

• Initial Complaint

  Date:02/17/2025

  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.

  In March 2024 I took my 2010 Mazda 6 in to Brake Masters store # 177 at 370 El Camino Way, Lake Havasu City, AZ 86403. All I needed to have done was the installation of headlights, I had purchased the replacement bulbs at Autozone. On this vehicle it is in a difficult to reach area and I was not able to do this myself. They charged me approximately $ 80.00 for this service. They pulled the vehicle up and parked in front of the garage, not in to the garage. It was taking a while so I stepped out to check what was going on and the young man who was working on the right side said something had broken when they were installing the headlight and they were trying to get it fixed. I do not know what they broke in the headlight and I was not informed on what they did to fix it. The headlight on the right side stopped working within days after I left the shop. Please note I live in California and travel between Lake Havasu City, Arizona and California to visit my family that reside in Lake Havasu City. The vehicle was taken back to the shop In May 2024 and they were not able to get me in. An appointment was made for July 29, 2024, the shop manager acknowledged there was something broken in the headlight and they worked on the vehicle. When I started the vehicle there were some lights that went on (airbag light) on the dashboard which was brought to the store manager's attention before I left. He said it did not have anything to do with the headlight. As I left the shop and made a short stop at a business, my battery was dead and I had to jump the vehicle to get home. Now both headlights were out due to some electrical issue that occurred when they tried to fix the right headlight. At this time only my brights work, I have no headlights. My battery went dead and had to buy a new battery for the vehicle. The vehicle was taken back to the shop, they were informed of the issue and we were told they do not have qualified staff to fix this.

  

  Business Response

  Date: 02/19/2025

  Hello, 

  Thank you for sharing this complaint, Brake Masters is grateful for the continued partnership with the BBB in resolving customer's complaints.

  During the last conversation had with the customer, Brake Masters was informed that the customers son was a mechanic and he had addressed the concern. At this point in the conversation Brake Masters offered to re-inspect the vehicle at no charge to the customer. The customer then agreed to this and stated that they would return the vehicle to the facility that weekend for the inspection and battery testing. 

  The customer did not visit the facility, and has not visited the facility. This complaint is the first time since the offer of resolution was made that we have heard from the customer. 

  As of 02/19/2025 the servicing location has again invited the customer to re-visit the facility. 

  Brake Masters awaits their visit. 

  Thank you, 

  Brake Masters Customer Service.

   

  

  Business Response

  Date: 02/26/2025

  Hello, 

  Please describe what you are alleging was damaged during your visit to the facility, please be specific.  

  The decision is ultimately yours as the consumer, if allowing the Lake Havasu location the time to inspect the vehicle is not feasible, then we would suggest exploring another corporate location that would be more convenient for you. Brake Masters does not compensate for lost time, wages or fuel. Please take this into consideration making your decision. You are welcome to visit www.BrakeMasters.com for a complete list of locations and phone numbers, this will be helpful in setting an appointment to inspect the vehicle.

  Brake Masters has many locations in California. In Northern CA. there are corporate stores, in which this office has oversight. In Southern CA there are franchise stores, this office does not have oversight with franchise locations. 

   Please note, that choosing to visit another company outside of the Brake Masters network and having work performed on the same system(s) that we have, nullifies / voids any warranties and eliminates any responsibility that we will take in the matter.

   As well, if Brake Masters is to move forward with repairs to this vehicles headlights, customer supplied parts will not be authorized.  

  If you choose to move forward and have a corporate location inspect the vehicle, the details - as you mentioned - can be worked out at the facility as the locations have the autonomy to make those decisions. 

  Thank you

   

  Customer Answer

  Date: 03/04/2025

  Good Morning,
  
  When the shop worker initially replaced the headlight bulb on the passenger side, I was advised that they broke something in the headlight assembly.  They didn’t tell me exactly what was broken and what they did to allegedly fix it. 
  
  There are clips in the headlight assembly that hold the headlight bulb in, it is possible this is the component they broke.  The passenger headlight went out within a day of this service.
  
  When I brought it in with the appointment I made, the store manager looked at it and confirmed there was something broken in the headlight assembly and when they allegedly fixed it again, both the passenger and driver headlights went out within a day.  It appears there was some electrical short that caused further damage when they went in the second time to fix it as my battery went dead within an hour of leaving the shop (details provided in my initial complaint).
  
  I will review your list of locations, are you stating that the Southern California Brake Masters locations are privately owned and I will not be able to take the car in to one of those locations?

   

  Thank you.