ComplaintsforBrake Masters of Tucson, LLC

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2014 Chevy Silverado, I took it for a transmission flush due to a p0796 code and further diagnostic. I explained what was going on, they said they would diagnostic and give me a call. I get a phone call almost towards the end of the day, they said that they test drove it and the check engine light came on. They saw it only had 2 quartz’s of oil on the dip stick, I told them that was impossible due to it having an oil change the day before along with spark plugs. Employee claimed the truck arrived with noise and all they got out was the 2 quartz’s. They recommended a full diagnostic and it would take a “while” along with a diagnostic fee. I agreed to the test, the next day I get a voicemail from the owner saying my engine is no good and I need a used engine. I called back and received a different employee, I can hear them muffling the phone as they were trying to explain to me what their assumptions was. I continued to be adamit the truck had at least 8 quartz’s of oil due to the fresh oil change and have proof of receipts. They did not speak of finding any leaks, I never had. Leak. No leaks in drive way and I also drove my truck same day the oil change happened to and from the gym. Which is near 20-24 miles. Now if I had 2 quatrzs something should have happened. I’ve been told general procedure they do before touching a car is check under the hood. Now if they drive it without checking the hood or even with those 2 quartz’s that can do damage to a vehicle . Because of this I had to get another vehicle and they are requesting 10k to replace my engine with a used one. I honestly believe they screwed up somewhere because I have receipts and testimony from my own mechanic he changed the oil. There was no issues with my engine. Now it sounds like a rusty truck. I’m very baffled by this

  

  Business response

  09/03/2024

  Hello,
  Upon inspection, Brake Masters found several trouble codes related to both transmission and engine malfunctions in the vehicle. Additionally, the engine had very low oil levels upon arrival. We informed the customer of these issues, but they chose not to proceed with any repairs.
  Given that the customer declined the recommended services and considering that our inspection and oil change procedures would not have worsened the existing problems, we consider this matter resolved.
  Thank you.

  Brake Masters

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First off my name is ******* ***** concerning a 2015 Camaro serviced at the store #222 in ** **********. They had my vehicle Friday afternoon kept it overnight& turned over to me 1pm during the process my key was stuck in the vehicle the entire time and would not come out the technician stated to me he was going to disconnect the battery overnight,fix the vehicle the next morning. I left my vehicle in working condition with a functioning passenger window, working radio and electrical system. However when I picked up the vehicle I didn’t even leave the parking lot when I noticed the damage done to the vehicle, might I add I was never notified of the damage caused by the to the vehicleWhen I picked up the vehicle. The technician verified the damage&said I can’t fix that you need to take it to the dealership for repair it’s simple. I went to the dealership and was slapped with a $1455.53 bill I had to pay to get my vehicle in working condition. I had to escalate the huge issue spoke to ****** ******.Explained the entire situation in which he responded with send the invoice and we will be responsible for the damages, I then send the invoice of the damage cost to my vehicle with a written explanation from the dealership as to what happened to my vehicle and why it was in disrepair. I then get referred to Christian smith who I called more than 10 times left multiple voice mails and not one response. He then got back to me offers $379.90 I declined I paid 1455.53 and expect to be left even with repair costs. I believe I am owed repair costs due to neglect from the technicians. He said I agree sent the invoice and you will be paid to the cost of repair. I contacted brake masters for this issue 6/7/24 it is 8/14/24 I have sent the invoice for the 3rd time showing cost of repair with explanations that the damage was caused by unplugging vehicle battery &resetting the entire electrical system causing radio& window regulator damage. No cost has been paid, no call returned.

  

  Business response

  09/06/2024

  Please include the paid receipt and Brake Masters will start the reimbursement procedure. 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 18, 2024, I had brake pads, tire rotation, and a full synthetic lube, oil, and filter change performed by technician Dylan Alger at Brake Masters. On June 3, while driving on the 303 freeway, the engine light came on, and pulled over immediately and called my husband. When he arrived at my vehicle, he discovered oil under my car and upon further inspection that the oil plug was lying on top of the skid plate. The car wouldn’t start, so we had it towed back to Brake Masters, where the last service was done. On June 5, Brake Masters confirmed that the engine was ruined due to their negligence, and they agreed to replace it. Despite requesting a rental car on June 4, I didn’t receive one until June 7. I got my car back on July 6 with a rebuilt engine, but the engine light came on again soon after. Damien, the store manager, claimed it was just a computer glitch. On August 4, while driving home from Sedona, Az, the car decelerated, and the engine light started flashing. We were stranded in extreme heat for three hours before getting a tow. The tow cost $236, and the car was taken back to Brake Masters. On August 5, Damien informed us that they will need to replace the engine again. Despite our request for a rental car, they delayed issuing one until the next day. Terry, the Director of Operations, refused to consider providing fair market value for the vehicle and was dismissive of our concerns. On August 9, I found my car left outside Brake Masters after a heavy monsoon storm with the driver side window wide open and the back, driver side window open a crack. The interior was soaked, and my car KEY was left in the ignition I now have a new but real concern for mold in my vehicle. The lack of care and responsibility from Brake Masters has been unacceptable, causing significant inconvenience and stress to my family.

  

  Business response

  09/03/2024

  The vehicle has been finished and picked up by the customer this matter is now closed. 

  Thank you, 

  Brake Masters

  Customer response

  09/03/2024

  No “ Equitable resolution” was ever reached. The engine was replaced, again and the car was detailed, however, the value of my vehicle is gone. Due to the fact of having TWO engines placed and my car was left with windows open, keys in the ignition and soaked by the elements, the value of the car is gone! The incompetence of this company goes all the way up the food chain, to the corporate level. So I might have the vehicle back,  No “equitable resolution,” (which was what I was told I would receive per Christian Smith in an email) was never reached. 

  

  Business response

  09/04/2024

  
  Hello,
  Throughout this process, we provided the customer with a rental car at no charge. The vehicle was inspected by a third-party dealership, which found no issues related to the incident. We’ve shared all relevant video evidence and inspection results with the customer. The vehicle was also professionally detailed and returned in better condition than it was received.
  The failure of the initial replacement engine was not our fault, as we only installed the engine and did not manufacture it. Despite this, Brake Masters reimbursed the customer for towing fees related to the engine failure as a courtesy. The reimbursement check was mailed on August 30, 2024.
  Thank you

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to get my vehicle fixed by break masters and, the messed up my car by oil leakage which caused damage to the alternator. And then they refused to fix it.

  

  Business response

  08/09/2024

  The actual customer is the Welfare office of Nevada. Brake Masters has communicated with them several times and we have included the emails back and forth in this response. 

  Ms. Gloria Roberts is no longer welcome to call / visit or do business with Brake Masters from this day forth. 
  
  Ms. Roberts has threatened to kill one of our employees and verbally assaulted another. On one visit she brought with her friends that were also trying to intimidate the sales staff. 
  

  Whatever the concerns with her vehicle are now are not related to the past services that were performed. 
  
  Formal notice was given to the Welfare office of Nevada that Gloria Roberts is no longer welcome at Brake Masters, she is no longer welcome to call ANY Brake Masters location. 
  
  Gloria Roberts has stated on a recorded call that she was told by your office that she can demand and force our facility to service her vehicle. This conversation is available by request. 

  Attached are the emails from the Welfare office that contradict her statements. 

  Brake Masters considers this matter closed. 08/09/2024

   

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The check engine light was on. I was afraid to drive home. I took the car to brake masters & they told me I needed an alternator. One week later the light came on again & took the car to Auto Zone so they could tell me with the computer what the problem was. I contacted brake masters coperate off & they told me to take the car to another Brake Masters for a heat test. Took the car to brake masters near me… & they didn’t know why I was there & they put the computer on & couldn’t tell what the problem was because auto zone said it was a. Valve & reset it. Brakemasters told me to come back when the check engine light was on. I drive the he car 20ft & the light was on , they checked it & said it was my transmission & cleared out all the codes. The problem clearly was not the alternator cause the check engine light came back on. I feel I was charged 900.00 & the work was done. I continue to get someone from brake masters to call me back. I need help to resolve this froblem before easy pay takes 180 out. Thank you Deborah Quarz

  

  Business response

  07/17/2024

  Brake Masters would like to thank the BBB for their continued help in resolving matters with our mutual customers. 
  The customers first visit was July 1, 2024 for the battery light being on, the check engine light was not illuminated. The alternator was tested and found to be charging below the required voltage. The customer was made aware that the alternator was required to rectify the battery light that was illuminated on the dash. The customer agreed to the replacement and the service was performed. 
  

  After this service, the customer called Brake Masters customer service on a recorded line and explained the details of the first visit. The customer states that the alternator replacement was explained to them, and why.  
  

  Ten days and 282 miles later on July 11, 2024 the customer returned to a different facility. This was coordinated by, with and through the customer service department, with a concern of the check engine light coming on. The vehicle's alternator and computer were scanned and tested. Fault codes for the transmission were found. There were no faults noted regarding the alternator, as it is performing as designed and is no longer malfunctioning.
  

  Unfortunately for the customer, the check engine light and the transmission faults that were present on July 11, 2024 are not related to the alternator that was replaced.
  

  The second visit July 11, 2024 the cost of the diagnostic service was waived as a show of goodwill, this was a $160.00 value. 
  

  The recommendation to have the vehicle evaluated for transmission concerns still stands, we recommend either the Nissan dealer or a qualified transmission specific facility. 
  

  There are no grounds for a refund. As a final show of goodwill, if the customer returns the alternator and our vendor will take it back. *This is not guaranteed that the vendor will allow the return** If they do, Brake Masters will provide instore credit for the amount of the part. 
  

  Thank you, 
  Brake Masters. 

  Customer response

  07/30/2024

  Following up with/ my complaint re. Brake Masters. I brought my car to my Mechanic… he used the meter to tell why the check engine light was on . The light is on do to the vapor valve. I guess the bottom line to my complaint Break Master never tested to find out why the check engine light was on. When I was referred to the breakmasters near my house.. never performed the heat valve test like they were supposed to… they didn’t even know why I was there. I’m out 900 for something I didn’t need… & I don’t need a transmission 

  

  Business response

  07/30/2024

  Brake Masters would like to thank the BBB for their continued help in resolving matters with our mutual customers. 
  The customers first visit was July 1, 2024 for the battery light being on, the check engine light was not illuminated. The alternator was tested and found to be charging below the required voltage. The customer was made aware that the alternator was required to rectify the battery light that was illuminated on the dash. The customer agreed to the replacement and the service was performed. 
  
  After this service, the customer called Brake Masters customer service on a recorded line and explained the details of the first visit. The customer states that the alternator replacement was explained to them, and why.  
  
  Ten days and 282 miles later on July 11, 2024 the customer returned to a different facility. This was coordinated by, with and through the customer service department, with a concern of the check engine light coming on. The vehicle's alternator and computer were scanned and tested. Fault codes for the transmission were found. There were no faults noted regarding the alternator, as it is performing as designed and is no longer malfunctioning.
  
  Unfortunately for the customer, the check engine light and the transmission faults that were present on July 11, 2024 are not related to the alternator that was replaced.
  
  The second visit July 11, 2024 the cost of the diagnostic service was waived as a show of goodwill, this was a $160.00 value. 
  
  The recommendation to have the vehicle evaluated for transmission concerns still stands, we recommend either the Nissan dealer or a qualified transmission specific facility. 
  
  There are no grounds for a refund. As a final show of goodwill, if the customer returns the alternator and our vendor will take it back. *This is not guaranteed that the vendor will allow the return** If they do, Brake Masters will provide instore credit for the amount of the part. 
  
  Thank you, 
  Brake Masters.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Need them to repair my vehicle or refund me to the full amount $511.43 for not honoring my warranty.

  

  Business response

  06/04/2024

  Thank for bringing this to our attention. We appreciate the assistance from the BBB in resolving customers concerns. 

  We have included the documentation from the customers last visit. There are no warrantable items that we can help with. There is very evident impact damage to the front wheel/tire that caused a blowout and damaged the wheel well, the spindle, the front brake system and the wiring harness. There may be other injuries, we are not a collision repair facility so the inspection would be better performed by them. 

  Thank you, 

  Christian S 

  Consumer Affairs Mgr. 

   

   

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went in for an oil change and brake inspection. My windshield was fine, once I drove off from the business I noticed an extremely noticeable crack in the middle of the windshield. I went back to the business and showed them the damage. I was told I didn't before because of the sun and the glare didn't face on my way to my appointment. Then I was told a rock caused the damage. The man looked at me like I was trying to run a scam. That crack is very much noticeable and I was dismissed. I wasnt in the mood to argue and I waited there long enough.

  

  Business response

  06/05/2024

  Hello thank you for your help in this matter. We appreciate the efforts of the BBB with resolving concerns with customers. 

  The document included demonstrates that the windshield was cracked prior to us taking position of the vehicle. Thank you, 

  Consumer Affairs Mgr. 

   

  

  Business response

  06/05/2024

  Hello thank you for your help in this matter. We appreciate the efforts of the BBB with resolving concerns with customers. 

  The document included demonstrates that the windshield was cracked prior to us taking position of the vehicle. Thank you, 

  Consumer Affairs Mgr. 

   

• Initial Complaint

  05/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received a rear brake pad replacement at Tracy, CA Brake Masters on 3/8/24. I was advised by AM Christian Anderson that Brake Masters does resurfacing for free with pad replacement. I agreed. He also advised me that there was no warranty on the parts because I brought my own brake pads, I said that was fine. After receiving my vehicle (2019 Acura TLX) back, I noticed a light squeak on the rear brakes. I thought it would go away, but it has not. I brought my vehicle back to Brake Masters today (5/13/24) and after they completed a check of the rear brakes; I was advised again by Christian that I needed to have my rotors completely replaced. I asked him how was it that my rotors need to be replaced if I just had them resurfaced? Christian stated that it was because the rotors are too thin from the resurfacing. He also stated "I never resurface these type of cars because they are too thin and will cause problems." I said, why would you suggest that I get resurfacing when I came to get my pads replaced? He said "I didn't know what kind of car you had, I rarely check and besides you don't have a warranty". Christian has caused me to now need new rotors because he could not take 3 seconds out of his day and realize what kind of car I have to give me accurate mechanical advise. When I confronted him about this fact he became defensive and shouted the corporate number at me when I asked for his business card. He also stated "Corporate will only tell you, you don't have a warranty so they can't do anything". To address this concern please contact me and/or remit payment for the labor I paid ($180.00) on 3/8 and/or let me know when I can come to get a FREE rotor replacement. Assistant Manager Christian Anderson has caused significant damage to my vehicle and KNOWINGLY did so under the hopes that I would return for additional service and pay more money for new rotors after the INTENTIONALLY resurfaced mine, despite KNOWING that my rotors are too thin for this service.

  

  Business response

  05/17/2024

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

• Initial Complaint

  05/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been doing business with this location for 10 years. They even had an equipment failure that caused my truck to be totaled. I had my van in on this visit as the passenger power window would not operate. They proceeded to tell me it would be a $140.00 diagnostic fee, which I told them I had never been charged before except for engine diagnostics which makes sense. This typically takes approximately 10-15 minutes to diagnose a power window problem. After they checked it out, they called me with the price to replace the window motor which I did not have a problem with. After the repair was done they called me to let me know that they had finished and that they were going to charge an additional $70.00 for removing the tape residue from the glass which I told them I would not pay. When I returned later to the shop the presented the bill which was higher than they had told me it was. I didn't have my glasses with me so I asked why it was higher, I was told because of taxes. When I got to my car, I got my glasses and found the increase was for removing the tape residue from the glass and weatherstripping which was evident hadn't been done. They insisted it had been done. It is still on the window as of this complaint in case their corporate wants to see it. The whole experience with the current staff was unprofessional. The worst thing this company has done is no longer having Marshall as the manager when it comes to customer service or charging the appropriate amount for a repair. I received a call from the Manager on Monday, not to discuss the issue but to threaten me on behalf on one of his employees. Employee claims I hit his car with my door, which would be impossible as I kept my leg on the outside of the door while photographing the window. I will not deal with the manager any longer, only someone from the regional or corporate office. ***** ****** ** ************

  

  Business response

  05/17/2024

  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

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/30/2023 I went to break master location number 226 on 2721 W. Peoria Ave., Peoria, AZ. I was seeking professional help to replace my brake pads and rotors. I bought my own equipment with me that I have receipts and purchased from americanmuscle.com I briefly spoke with management and they said this is something that they would love to do for me and take on my business, they told me the whole process a couple of hours and cost me a total of $366.23. I gladly paid and went for a walk and came back when my car was done fast forward to the date 04/14/2024 I was leaving work and when I was in reverse, I felt resistance and heard a grinding noise from the rear of my car. I continued my drive home and heard grinding noise coming from somewhere when I got home I looked under my car and the Lower half of my brake caliper was pressed against my rim, and the upper half was clinched against my rotor Causing damage to All components (rim rotor caliper and brake pads) And there was a bolt missing that was not properly secured I'm assuming I had to get car towed to the shop and The employee that signed off on the invoice from initial visit was claiming no responsibility But nevertheless, the labor was under warranty And they fixed it. Which leaves me to foot the bill from all the damages. I've consistently reached out. Spoke to a Terry In customer service who has been giving me the runaround for a week now and passed my number over to a Christian Smith who seems to be doing the same thing I presented pictures of the damage and everything that went on And I am getting nowhere. This whole ordeal could've costed me and my Family our lives I am extremely upset with the poor service and lack of responsibility and after reading other complaints I feel this business needs to be under investigation as well as the employees for proper Certifications and Unfair business practices.

  

  Business response

  04/26/2024

  Mr. Abel Aguilera is a valued customer and we are happy to satisfy any questions in regard to this complaint.

  
  On 09/30/2023 Mr. Aguilera visited our Peoria, AZ. location for brake services on his 2016 Dodge Charger. Mr. Aguilera provided brake parts for Brake Masters® to install. The front and the rear brakes were addressed upon this visit as well as a brake fluid flush being performed. After this service a test drive was completed to verify the repair for completeness and safe operation.
  

  On 04/15/2024, more than six months later, Mr. Aguilera had his vehicle towed to the facility stating a brake caliper was missing a bolt and this has caused damage.
  Upon inspection Brake Masters identified that a brake caliper bolt was indeed missing. The left rear corner of the car that was affected by this missing bolt also had a newer, different than the right rear side, control arm installed. During the conversation with Mr. Aguilera, he stated that he performed the control arm replacement. The overlapping design of the vehicle demands the control arm to be removed / loosened and articulated to access the caliper bolt. Conversely to install this new control arm the caliper would have to be removed.

  
  During the conversation with Mr. Aguilera he disclosed that there had been several thousand miles between the most current visit and the original visit installing the brakes. If the caliper bolt had been left out or loose a problem would have presented earlier than his most recent visit.
  With consideration to the six months between visits, the mileage difference as well as the inconsistencies of the situation. Brake Masters® will not be providing any further resolution than what has already been completed. 

  
  Mr. Aguilera states that he and a representative from Brake Masters® spoke and he had not heard back from this person. Mr. Aguilera was asked to email pictures of the state and damage of the car and those pictures were never provided. Mr. Aguilera called and left a voicemail with customer service stating that due to him not hearing back from Brake Masters he would retaliate and submit this complaint.
  

  It is and always has been Brake Masters policy to correct any deficiencies that occurred in repairing and/or servicing a customer’s vehicle. Currently we are unable to assume any liability in this matter, and consider it closed.
  Thank you

  Customer response

  04/30/2024

  I want to address a few things in the correspondence from Brake Masters. I Never disclosed To any of the employees that Any repairs have been done to my vehicle specifically in the area where the damage is done (control arm)  and the statement about my mileage is false I have the invoices from break Masters to prove it from both visits so both are completely false. So to answer your question, no I did not replace any parts on my car that could've led to me removing bolts that may have caused The brakes to malfunction. Also, Christian Smith never received my pictures and emails because the email he gave me was a false email that was not valid so out of Frustration from being bounced around from one employee to the other on three different occasions I did notify that I would be reaching out to the BBB I am well within my right to be upset for the complete disregard for my safety and unwillingness to address my concerns.  This is going to be my final attempt to resolve this matter if not, I will reach out to a lawyer and pursue a civil lawsuit and expose all of the wrongdoings because it has been a complete mess from start to finish

  

  Business response

  05/02/2024

  Brake Masters feels we have honored our warranties and obligations with this customer. As well, with the customer looking to get legal advice we will consider this matter closed..
  

  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. ↩