Complaints

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

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  Brake Masters of Tucson, LLC

  6179 E Broadway Blvd Tucson, AZ 85711-4028

  
• 

  Brake Masters of Tucson, LLC

  3803 N Oracle Rd Tucson, AZ 85705-3226

  
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  Brake Masters of Tucson, LLC

  260 W Ina Rd Tucson, AZ 85704-6205

  
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  Brake Masters of Tucson, LLC

  9540 E 22nd St Tucson, AZ 85748-7501

  
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  Brake Masters

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

  

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:01/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/10/23 I had a transmission replaced and got a warranty. 3 year warranty with parts and labor or 100,000 miles whichever comes first. On 11/15/25 my wife took it to the shop because there was a transmission leak. She was told by Bill assistant manager she hit something really hard and a big dent was on the transmission pan. The transmission fluid was caked on it and has been leaking some time. Brandon the manger said our warranty is only good for 1 year. I was out of warranty. I disputed that and they continued telling me I had no warranty left. I had it done a year and a half ago. Brandon said well we have the manufacture willing to warrant it. I had to pay the $800 for labor. They couldn’t diagnose it because my car was over heating as it was running on the lift. I suggested to place a fan in front of the motor. They refused. Prior management did that so engine wouldn’t overheat while replacing the transmission. Manager Brandon kept focusing no warranty and you pay labor. I contacted the corporate office in Tucson. I wanted to file a complaint. The gentleman who answered phone agreed with Brandon no warranty and I pay labor. I asked Brandon to show me on the receipt where it states I pay for labor & parts It wasn’t on the receipt anywhere. He said since he made a reprint receipt it won’t show. I got under the vehicle to find no dent on the pan like assistant manger Bill told my wife. I noticed the back passenger side of the pan was leaking a stripped bolt. The gentleman at corporate office said for me to take to a transmission shop and get a diagnosis on my vehicle and if Brake Masters done something wrong they will pay the bill and warrant their work. I refused to do that. I called another brake masters to ask about brake masters warranty is on a transmission and I thought it was two years and that shop said 3 year warranty parts and labor included or 100,000 miles. I had two hoses leaking and two clamps put on and no leaks now. The new management dishonest

  

  Business Response

  Date: 01/20/2025

  Our recorded conversation indicate that you did not review the invoice provided at the time of service. The invoice clearly outlines the warranty terms, including the 3-year parts warranty for the transmission replaced on 11/10/2023 ******** ** *** ******** **************************************** The labor warranty information is available on our website as well and was not extended in this case.

  
  During the inspection, a dent was found on the transmission pan, and further diagnosis was limited due to the vehicle overheating while on the lift. This overheating condition, as you mentioned in your complaint ("Prior management did that - placed a fan in front of the vehicle- so engine wouldn't overheat while replacing the transmission"), seems to be a preexisting issue. We are bound to inform the warranty company about this condition.

  As discussed previously, the replaced part is covered under warranty for 3 years. We suggested to you that a third-party transmission specialist inspect the vehicle, to identify any potential installation issues on our part. However, since you declined this offer, we are unable to extend further assistance.

  
  There will be no other offers made and no refunds issued.
  

  
  

  Customer Answer

  Date: 01/22/2025

  I was told 1year warranty from Brandon and I pay $800 labor. No mention of a 3 year warranty with parts and labor. Your management lied and ask me to pay $800 to fix the problem. Your management isn’t honest. Your shop cannot run an engine nonstop without air coming into the engine. I was offered to take to a transmission shop. I replaced my transmission with your shop. Management should not lie. I asked to highlight a my receipt where it states I pay labor. Manager Brandon couldn’t highlight it as it wasn’t on my receipt. It was a reprint receipt so it won’t list it he said. That’s a lie. Another shop did replace two hose clamps on the hoses which fixed the problem with no over heating on my vehicle. Your shop tried getting $800 from me. I’m more than happy to bring my vehicle to owner of the franchise to show there is no dent in the transmission pan. Another lie from assistant manager Bill. Since 1983 Brake Masters has done all my mechanical work and oil changes. Looks like a loyalty return customer isn’t valuable these days. Shouldn’t stand by management who tells there side but not truthful. Will not return my vehicles to Brand Masters.

  

  Business Response

  Date: 01/23/2025

  Attached are better copies of the actual invoice, we have also included the log that has notes specific to your questions. 

  There never was an extended labor warranty period. 

  There was an extended part warranty. 3 years from 11/16/2023 Ending 11/16/2026. This warranty does not cover conditions resulting from abuse, accidents, vandalism or by defects and excessive wear caused by the customer`s failure to provide reasonable and necessary maintenance. 

  Any repairs made to the transmission after 02/16/2024 would be charged labor. 

  In a show of goodwill Brake Masters will uphold the warranty until the period has ended, the only stipulation for this is that the customer visit a different facility moving forward so at to start off on the right foot with a new facility. The facility on Carefree Highway #207 reserves the right to refuse services due to the current and past documented experiences. There are 5 other locations that are here to serve you within 20 miles of the Carefree Highway facility. 

  Thank you. 

• Initial Complaint

  Date:12/16/2024

  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 company refuses to honor their $50 oil change coupon. they charged me $10 for an oil filter that was advertised as included in the $50 cost on the coupon (i have screenshot) and $20 for an oil cap that they claim “needs to be replaced every oil change on these new cars” even though no other place has ever replaced or charged for this any other time ive taken this car in. I confirmed the $50 when dropping it off and was told this was the correct price. They never called to get the additional $28 approved by me in advance like there are supposed to and the 4 men were all laughing at me and would not even look at me when replying when i questioned the additional charges. I messaged customer support and never got a response. I called customer service twice and kept getting a voicemail. I called the main line and it said the operator extension is not available. I confirmed with chevy that the oil cap does not need to be replaced every oil change like break master said only when broken. They broke a part in my car and are trying to force me to pay for it as well as making me pay for parts that were listed as included in the coupon.

  

  Business Response

  Date: 12/17/2024

  Hello, 

  Thank you for forwarding us this customers complaint. Brake Masters appreciates the efforts of the BBB in working together to resolve customer's concerns. 

  The customer was contacted 12/16/2024 prior to this complaint and a refund of the overcharged amount was offered and agreed upon. That refund is being processed today 12/17/24 and will take 7-10 business days for the customers financial institution to release the funds. 

  Thank you,

  Brake Masters. 

• Initial Complaint

  Date:12/10/2024

  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.

  On 11/30/2024, I paid Brake Masters $373.08 to replace both rear brake pads and rotors. I was told my front brake pads measured at 9mm and my rear brake pads at 0mm. This is unusual as front brakes pads normally wear down first and because only about 20,000 miles prior, on September 24, 2021, I paid Brake Masters $353.51 to install new rear brake pads on my vehicle (new front brake pads were also installed). Brake Pads usually last between 50,000 and 70,000 miles. Back on October 28, 2023, I had taken my vehicle into Brake Masters for an oil change and was told my front pads were at 6mm and rear pads were at 3mm. So the current measurement of 9mm is not possible. My front brake pads did not magically grow back 3mm between October 2023 and November 2024. It is also not possible for front brake pads to wear down only 1mm while the rear brake pads wore down by 10mm. I suspect Brake Masters never installed the rear brake pads I paid for in September 2021 and as a result, my vehicle sustained irreparable damage to the left rear rotor. Thus, in November 2024, I had to pay additional funds to replace both the rear rotors and the rear brake pads. Brake Masters has not responded to calls and emails to their customer service line from a week ago.

  

  Business Response

  Date: 12/11/2024

  Brake Masters would like to once again thank the BBB for their continued assistance with customers concerns. Thank you for directing this to our attention.  

  Dear Mr. Henwood,

   

  Help us understand this situation better. If there is a factual inconsistency with the information below please email us with those details for review. 

   

  ---------

   

  Please review your history below. This can be emailed to you if you request it.
  1st visit - 09/24/2021 @ 100655 the brakes are done F&R
  2nd visit 10/28/2023 @ 113453 brakes inspected no record of being replaced - front 6mm rear 3mm; you were just over the 12 month and 12k mile warranty but we offered to help regardless. You declined.
  3rd third & last visit 11/30/2024 @ 120958 brakes were inspected and rear rotor replacement was recommended due to the condition of the rotors; you approved of the replacement. Brake Masters also honored the brake pad warranty.

   

  It is critical to note that, Brake Masters has not previously sold you rotors.

   

  Therefore, replacing them for free is an unreasonable request. Especially when you declined our offer of warranty brake pad coverage in 2023.

  This is what led to the rotors being required upon your most recent visit.

  --------

  - This response was posted to the google review page DEC 06, 2024 prior to google taking down your review. Google only removes reviews if they are found to be false, off topic, spam, a conflict of interest, profane, if they are bullying or harassing, contain hate speech, personal information or lastly not helpful. Negative reviews are not removed unless they fall into one of the aforementioned categories. 

   

  Our office has responded to you. Our stores have responded to you. 

   

  Brake Masters considers this matter closed. 

  If you care to discuss this further you may email us at [email protected]

   

  

  Business Response

  Date: 12/13/2024

  Hello,

  We have taken the time to address each reasonable question in turn. The responses are below. The questions that are not addressed directly in this document directly contradict themselves therefore responding to them would be fruitless. Example: Stating that Brake Masters did not respond to the customer only to say in the next sentence that we did respond. 

  Customer states -Brake Masters has failed to explain how rear brake pads can go to 0mm while front pads which were installed on the same day remain at 9mm.
  

  A responsible assessment of the rear brake pad wear is precluded by our lack of direct vehicle control since September 2021. While the level of wear is unusual, attributing a specific cause without firsthand knowledge would be irresponsible.
  

  Customer States -Brake Masters technicians measured the front brake pads at 6mm on 10/28/20223 and at 9mm on 11/30/2024.
  

  As documented, measurements are approximate.
  

  Customer states -Claims DID NOT INSTALL THE REAR BRAKE PADS as paid for on 9/24/2021. –
  

  Without new brake pads, the rear brake calipers would have experienced catastrophic failure. Piston extrusion due to excessive travel would have rendered the brakes inoperable from the moment of reassembly, preventing any effective braking.
  

  Customer states -On 10/28/2023, as documented in the invoice, I refused to pay Brake Masters an additional $99 to install the rear brake pads which I had already paid them to install.
  

  The fee of $99 USD was due to you no longer being within the 12 month or 12k mile warranty – as the original brakes were installed 09/24/2021.
  

  Customer states -Per the written invoice, the brake pads have a LIFETIME warranty and the 12-month 12K miles warranty is only on labor.
  

  This is accurate.
  

  Customer states -Brake Masters response that they offered to honor the 12K warranty is a lie as proven by the 10/28/23 invoice charging $99 + tax for labor.
  

  In your complaint, the pictures you have included, show the recommendation to replace the rear brake pads at the cost of only labor.  
  

  Maybe we can help with understanding how a warranty is administered; the brake pads have a lifetime warranty – yes – for as long as you own that vehicle you will not be asked to pay for the brake pads that were sold to you in September 2021.
  

  The labor to remove and replace the covered pads Brake Masters extends to 12 months or 12k miles whichever comes first. The standard warranty as is on our website is 90 days warranty on labor. Please visit www.brakemasters.com/warranty/ to review.
  

  Hopefully this explanation helps. 

  No refunds or credits will be issued. 

  Brake Masters

  Customer Answer

  Date: 12/23/2024

  Thank you for these responses. I believe they will be extremely helpful in the coming BAR investigation and small claims court hearing. 

• Initial Complaint

  Date:12/05/2024

  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.

  November 20th 2024 we decided to go to Brake Masters to get our brakes done we added an oil change ..they had told us our car was done we trusted them and we left , They were the last ones that had touch our car we had gotten to a friend's house and our car completely stop no oil pressure nothing we checked the dip stick and when I say I was dry it was dry no sign of oil on it.... so we went to the store bought 7 quarts of oil and put it in the car we started it and our motor had now started knocking we called BRAKE Master explained to them what happen an corporate told me that they apologize and they will buy a tow for us to get it to there shop to fix the repairs and give us a rental so we can celebrate the holidays still with our family's come to find out ..We never got a rental and we had to pay back for the tow THEY paid for And we were now being told they will not fix our car .. when our car had gotten back to there shop from the tow they put it on the lift and noticed the piston had shot threw the block. They lowed our car and REFUSED SERVICE IMMEDIATELY . We called the store and asked if they can run there cameras and they told us they didn't have any. (WE Have pictures of there cameras) we haven't given up cause we need our car fixed . We have all the documents, emails, pictures, videos ,call logs as substantial evidence that proves my case is justified

  

  Business Response

  Date: 12/06/2024

  Brake Masters would like to thank the BBB for their continued support in addressing customer concerns.

  We have thoroughly reviewed this matter, and below are the facts, as presented to the customer during the incident and after the vehicle inspection:

  Vehicle Condition: The vehicle in question is new to the customer, which means the integrity of the engine is unknown. Both the customer and our facility cannot verify the vehicle's previous maintenance history or the wear and tear it has undergone. If the vehicle had been improperly or inadequately maintained, or used in a manner not conducive to its longevity, these factors could contribute to engine issues. Additionally, as seen in the provided pictures and during the inspection, the vehicle has been modified for performance (e.g., exhaust system, etc.).
  

  Mileage Post-Oil Change: The customer has driven 1,200 miles since the oil change was performed at our location. If oil had not been re-added to the engine after the oil change, engine failure would have occurred much sooner than 1,200 miles.
  

  Inspection Findings: During the inspection, both the oil drain plug (ODP) and the oil filter were found to be tight and not leaking. Furthermore, the ODP was still marked with our tamper-evident paint. This alone contradicts the customer’s statements during a call to our customer service hotline. The customer had claimed to have removed the ODP, but if this had occurred, the tamper-evident paint would have been disturbed.
  

  Customer's Initial Call: When the customer initially contacted one of our facilities after experiencing engine failure (on a recorded line), he stated that he had checked the oil quantity, and there was oil on the dipstick.
  

  Inconsistent Information: However, during a subsequent call to our customer service line (also recorded), the customer claimed there was no oil on the dipstick and that he had to add oil. Given the nature of the failure, any oil added would have spilled out from the hole in the engine case. When asked if there was a puddle of oil under the vehicle, the customer responded “no.” This again contradicts the information provided by the customer, which is being used to accuse Brake Masters of poor workmanship.
  

  Investigation and Customer Communication: After further investigation and a review of the two recorded phone calls, it became clear that there were inconsistencies in the customer’s claim. The customer was contacted by our customer service hotline (on a recorded line) and informed that he would be responsible for towing costs unless the fault was found to be due to Brake Masters' workmanship. The customer agreed to this, and the vehicle was towed to the inspection location.
  

  Inspection Conclusion: Once the vehicle arrived at the inspection location, management reviewed the findings with the customer. Based on the inspection, it was determined that the engine failure was unrelated to the oil change performed 1,200 miles prior.
  

  The recorded calls are available for review if requested by counsel.
  

  Brake Masters considers this matter closed.

  
  

  

  Business Response

  Date: 12/09/2024

  As it appears there have been ongoing questions about this vehicle. 

  Also, we would like to apologize, the mileage between service and when vehicle was towed in is 1151, we were 49 miles high in our approximation. 

  As unfortunate as this situation is for you, the oil change performed by us 11/20/2024 is not related to the failure.  

  Brake Masters 

   

  Customer Answer

  Date: 12/12/2024

  To whom this may concern, 

  It is stated that on paper work from break masters that we had gone over 1200 miles since last oil change within 6/7 days.

  On the paperwork we have from Advisor - 5969 Jordan M our Mileage was 171478  that was mileage In Mileage out was not written on paperwork that was given to us  prior after Oil change was supposedly done . From Technician- 5786 Ray I 

   

  attached you will see a receipt That I as the customer Paid for to put in my vehicle cause it had No oil that Brake masters is stating they put in . 
  

  when my car had reached brake Masters #185 yes Oil was pouring out but that was the oil I had put in my own car . 
  

  Advisor -2194 Adrian C   And Technician-2275 Anthony looked over my car but never full diagnosed just took pictures from underneath the vehicle  attached is paperwork they send me . 
  

  My car was never diagnosed completely it was just looked at from underneath  and then refused Immediately. 

  I am requesting a full refund on what we paid for the Oil change and my car to be fixed . 

• Initial Complaint

  Date:11/16/2024

  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.

  Went for a wheel alignment for my car and store manager William ensmiger told he will call me and when the alignment is done. I dropped the car around 8:15 am and he called around 9 am and told my car is ready for pick up. I went to pick up my car around 4 pm and I asked my before and after report for alignment and he said his printer is not working so he can't get me a copy which don't make sense. I asked for refund he gave me a refund immediately, so I asked him if they really did alignment, he said yes but this brake master's is fooling people they don't do any alignment and make people to make money. I also complaint to brake master corporate office but didn't get any reply. I want to stop this kind of fooling people but not proving the proof of work that was not done to their cars. Thanks

  

  Business Response

  Date: 11/18/2024

  Hello, 

  Thank you for forwarding this matter to us, we always appreciate the assistance of the BBB in addressing customers concerns. 

  This matter has been closed as the refund has already been issued. The customers submission has confirmed that. 

  Thank you, 

  Brake Masters 

   

  Customer Answer

  Date: 11/19/2024

  Why are they doing such an act? I need to know with proof whether an alignment was done to my car.thanks 

  

  Business Response

  Date: 11/19/2024

  There is nothing further to do, this customer has been refunded. 

   

• Initial Complaint

  Date:11/08/2024

  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 April of 2024 my 2013 grand Jeep cheeroke overheated. I took it to Brakemasters in Mesa, AZ as that was the city I was in at the time. They replaced the radiator. The Jeep still wasn't running like it use to. When I returned to Tucson a couple days later I took it to brakemasters in Tucson to store #106 & they replaced a hose. A couple weeks ago my Jeep started to over heat again. Since I had warranty i took it back to store #106. They said nothing was wrong with it. I picked it went home again over heating. I took it back again same exact thing nothing wrong with it. I have wasted time off work and took it back 3 times on 3 different days & they say nothing is wrong with. I have the video showing i had to pull over when I left there but I couldn't go back they were closed. All I want is my vehicle fixed. I have the video I would like to send to your agency however I could not upload it is too big.

  

  Business Response

  Date: 11/12/2024

  We are very sorry to hear this! 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]
  Fax: (520) 448-2532
  Monday - Friday
  8am – 5pm MST
  Thank you

• Initial Complaint

  Date:10/17/2024

  Type:Product 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.

  On 3/27/24 I had my car towed home ,It was after hours, when the oil light came on . I pulled over and oil was low , Not registering oil. When I got home I put 3 quarts of oil in my car.I had an oil change on 1/9/24 at same break masters . On 3/28/24 I Checked the oil level at my house, and it was over filled. I never drove my car once light came on. I called and informed them what was going on with my car, No oil then 8 hours later over filled ,So the oil light was not registering . they said tow it in . I towed my car in on 3/28/24. On 3/29/24 I was told it was my water pump,oil gasket, and timing belt. I approved the repairs $ 2400.00 over the phone with Oscar the manager. On 4/2 I called to check on my car Because I had no response ,I was told they needed to order a part to check the oil pressure. On 4/4/24 I received a call from Ocsar the manager, He stated my car engine was seized!! I cried , I had just put 1,000$ in new tires and in jan. Break masters did an oil change and aligned my car. Oscar stated he could get me a used engine for 6,000$ I stated I would need to think about putting that much $ into my 2002 lexus rx with 160K miles on it. My car was misdiagnosed by them when i agreed to the repairs on 3/29 /24. I talked it over with family and friend's and decided to have my car towed back home. then oscar stated I would not be charged for the parts they did put in ,The wrong diagnostics that i agreed to and that they would leave the parts in my car because I didnt want to have my engine in pieces. but would be charged diagnostic charge , so I paid to have them blow my engine. I told them exactly that the oil did not register until 8 hours later and that i thought it was the oil sensor. They proceeded to drain my oil and put in the correct amount in a oil change, then the incompetent tech started my car without checking the oil level first assuming it was ok because he just did an oil change, resulting in my engine seizing. I call corp no respond

  

  Business Response

  Date: 10/21/2024

  **Subject: Response to BBB Complaint ID # 22433695**
  
  To Whom It May Concern,
  
  This correspondence is in response to the complaint filed by Ms. Breen Lawler concerning her visit to Brake Masters in April 2024, associated with Invoice # 2126943.
  
  Upon review of the matter, we acknowledge that Ms. Lawler had her vehicle towed to our facility due to drivability concerns. It is accurate that the vehicle's oil was overfilled upon its arrival. Additionally, we wish to clarify that Ms. Lawler is correct in stating that no charges were applied for the extensive repairs and parts installed in her vehicle, which were provided as a gesture of goodwill on our part.
  
  However, it is imperative to note that the vehicle experienced a catastrophic internal engine failure, which we assert is unrelated to the services rendered by our facility. As Ms. Lawler indicated, her vehicle has over 160,000 miles and had been experiencing issues prior to her most recent visit. Specifically, during a prior service in January 2024, the vehicle arrived with the check engine light and other malfunction indicators illuminated. These issues were not addressed by our team at that time, and it is plausible that these pre-existing warning signals contributed to the engine failure.
  
  Brake Masters has conducted a comprehensive review of the documentation provided and has also consulted with our staff regarding this matter. Based on this thorough examination, we have determined that we will not be accepting any liability for the circumstances surrounding Ms. Lawler's complaint.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  
  Brake Masters 
  Consumer Affairs

  

  Business Response

  Date: 10/22/2024

  The customer states some of the services provided did not address the initial concerns raised. Significant sums, amounting to thousands of dollars, were expended on services that ultimately proved ineffective. These fees were not passed on to the customer, they were absorbed by the facility.

  The customer states they were informed that my engine was started without an adequate oil supply. As the customer was not in the facility during this service these statements are from a 3rd party. The accuracy of this statement is questionable at best. Regardless, it is critical to note that even if this were the case, an engine that has previously contained oil can indeed be started with insufficient oil. The phenomenon of engine failure due to a reduced oil quantity is not immediate. From a technical standpoint, it is well-established that, even after draining the oil from the collection pan, a residual quantity of approximately 0.7 quarts remains within the engine. Thus, the assertion that starting the engine under such conditions would cause immediate damage is unfounded.
  

  The customer states they were contacted four days post-service and informed that, during an attempted start, the vehicle produced a loud bang and subsequently seized. The cause of this failure has been described as an unknown internal failure, the specifics of which remain undetermined. It is important to emphasize that Brake Masters does not possess the capabilities to rectify such internal engine failures, as this is outside your scope of practice.
  

  For context, it is worth noting that this Lexus is equipped with the 1MZ engine. Our office has included publicly shared information and reviews of this engine platform. As the “1MZ” is a Toyota product and they are known for reliability there have been sustained and documented engine oiling issues with this platform. As such they will lead to premature failure.
  

   

  Please review the following articles.
  

  “The 1MZ is known as a convenient Toyota's engine, famous for incredible reliability. Mileage of 200,000 trouble-free miles is pretty common this engine. But still, there were some problems that 1MZ Toyota owners faced quite often.
  Engines with high mileage typically consume an impressive amount of oil. And the condition of motor oil is critical for the 1MZ-FE, because it is prone to oil gelling (engine sludge issue), especially inside the intake manifolds. It is important to use good quality oil and do the required maintenance in time.”
  -MOTORREVIEWER.COM-
  

   

  Another article for review –
  

  “The Toyota 3.0-liter V6 1MZ-FE from Highlander, Camry, Lexus RX300 seems particularly prone to sludge. Accumulation of sludge in the oil pan and the oil pickup tube strainer can lead to loss of oil pressure and engine damage. If you're lucky, you catch the problem in time before you lose the engine. STOP IMMEDIATELY IF THE OIL PRESSURE LIGHT COMES ON.” -
  ********************************************************************************* *
  

  
  Ultimately, neither Brake Masters nor you, as the vehicle owner, bear any responsibility for the engine failure. Unfortunately, vehicle breakdowns are an inevitable reality, and some require more extensive repairs than others. While we empathize with your situation and the loss of your engine, we must clarify that we cannot accept any liability in this matter.

  Customer Answer

  Date: 10/24/2024

  Break masters state that they knew of the problems with lexus, Then why would they start my car without oil.They also state they put thousands of $ into my car ,that i agreed to which proves the misdiagnoses. I have witnesses that my car was running when it was brought in. They gave me the diagnosis, I agreed.  4 days later my engine was sized after their repairs  were completed. Then saying they can get me a used engine for 6,000$ and put it in. I've been left with no car and no responsibly for their misdiagnoses .They NEVER said I needed a new engine until after the repairs were done  And my engine was sized after the repairs they performed . i agreed to the thousands of dollars in repairs  because that's what i was told was wrong with my  car. 

• Initial Complaint

  Date:10/15/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a warranty with brake masters for my brake pads . So I went and requested to have my brakes serviced last week . I was called and informed that my rear drum brakes were "broken " . I requested specific information about the damage to my car and was informed that I would only be giving said information on a recipt . My mother went to brake masters and requested a estimate and was told the breaks were warped ( a much more believable statement ) she also received the estimate around 900$ . Since I had a life time warranty on my brakes I was confused, they informed my that the parts saroinding my drum brakes were damaged and would need to be replaced . I had a bad feeling about this so I asked them to resemble my brakes and I took my car to Austin the mechanic at Batleborn , as I trust him to be honest with me. Today he informed my that my back drum brakes show damage from being pride off . He told me this means someone inexperienced was working on my car . The damage was obviously recent as the damages areas were clean metal not rusted like the areas around them . In conclusion Brake masters damaged my breaks and proceeded to tell me to pay for their mistake .the amount I with state for what I payed is the amount for my warranty I did not pay them for dismantling and damaging my breaks recently

  

  Business Response

  Date: 10/16/2024

  Subject: Follow-Up on Your Brake Service Inquiry
  
  Dear Ms. Blum,
  
  Thank you for reaching out to us and for your continued support of Brake Masters. We appreciate the opportunity to address your concerns.
  
  After a thorough investigation, we have confirmed that you purchased a lifetime rear brake package from us in January 2022. Please find the attached invoice for your reference. As detailed in this document, the warranty covers the brake pads for as long as you own the vehicle, while labor for replacing components is covered for 12,000 miles or 12 months. Unfortunately, the warranty period has now expired.
  
  We would like to clarify a few points regarding your complaint:
  
  - The estimate for your rear brake service is $395.09, not the $900 mentioned in your complaint.
  

  - The estimate clearly states that the brake shoes are provided at no charge ($0.00).
  

  - Only items still within the warranty period, are covered. Other associated items are not included in the warranty.
  

  - Please note that Brake Masters' warranty specifies that any repairs performed by other facilities on the same parts or systems will void the warranty.
  

  - We also do not accept opinions from other service providers, as we adhere strictly to manufacturer standards and practices.
  
  As long as no work has been conducted at the facility you mentioned, the warranties honored in your previous estimate remain valid.
  
  If you would like to take advantage of these warranties, please feel free to schedule a visit at any of our 88 locations. We are here to assist you.
  
  Thank you for your understanding.
  
  Best regards,
  
  Brake Masters Consumer Affairs

• Initial Complaint

  Date:09/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my car to Brake Masters #224 on happy valley rd on September 27 to get my brakes changed and when I picked up my car and drove it away it was making a loud noise so I went back, turns out they left their drill in the wheel well of my car and lowered it down. When I took my car back they test drove it and heard the sound as well, after the test drive they wanted to put the car back up and that’s when I noticed they had left the drill. After I notified them they left a tool they had me come inspect to see if there was any damages that’s when I noticed the screw on the calipers were loose. I told the man at the front desk about what happened and he didn’t seem to care at all. They told us the man working on our car was new and they had to check his work which obviously they didn’t. They also left black handprints on the inside of my white interior. I don’t recommend anyone to take their car here and I definitely will not be back. Work order ******** ********** ********** * ******* *********** * 

  

  Business Response

  Date: 10/01/2024

  October 1, 2024
  Re: Customer Interaction Summary
  To Whom It May Concern,

  
  This memorandum serves to summarize the recent interactions between the Consumer Affairs Office and the customer in question, as recorded during our telephone conversation.
  

  Offer of Vehicle Reinspection: Our office extended an offer to have the customer's vehicle reinspected at one of several designated locations, at no charge and at the customer's convenience. The customer declined this offer.
  

  Vehicle Condition: During the conversation, the customer explicitly stated that there is no damage to the vehicle in question.
  

  Charges Related to Services: It is noteworthy that the customer was never charged for the brake pads that were installed, which reinforces the absence of any financial grievance.
  

  Inquiries Regarding Employee Matters: At the conclusion of our discussion, the customer requested a report regarding the status of sales and technical staff at the relevant location. Our office clarified that discussions regarding employee matters and disciplinary actions are confidential and not disclosed outside of the business. Following this clarification, the customer hung up on our representative.
  

  Social Media Activity: The customer has engaged in what can be described as a sustained campaign of posting multiple inflammatory reviews across various social media platforms, utilizing different pseudonyms. We have documented and reported these reviews accordingly. Once such review is attached.
  

  In light of the above points, Brake Masters considers this matter resolved and closed as of October 1, 2024.

  We appreciate your attention to this matter and remain committed to upholding our standards of service.
  

  Sincerely,
  

  Christian S.
  Consumer Affairs
  Brake Masters
  [email protected]

  The recorded phone call is available upon request. 

   

• Initial Complaint

  Date:09/19/2024

  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.

  7/7/2024: Dropped off my vehicle at Brake Masters, overnight. The vehicle was showing a code for a misfire. 7/8/2004: I informed Brake Masters of the situation. I gave them permission to hunt for related issues. 7/9-11/2024: I was told by the Manager: Mark, that he asked a specialist to come look at my car, and that the following things occurred: -The Pig Tail on the ignition coil was faulty and was replaced. -The engine cover of the vehicle was removed. -The specialist used a scope to view the interior of cylinders 2 & 4. -That the "rings" (piston rings) were corroded and had been replaced. 7/12/2024: Pick up car from Brake Masters. Cost: $1,658. Billed work included: -Removal and replacement of Thermostat Housing. -Cooling System Flush. -Removal and Replacement of Engine Valve Cover Gasket. -Removal and Replacement of Exhaust Manifold Gasket. *The specialist work is absent on the bill. I am told by the Manager that the specialist did the work, but they comped the labor. I was able to drive the car home. 7/13-14/2024: Vehicle sat idle at home. 7/15/2024: Vehicle would not start. 7/16/2024: Tow truck to return vehicle to Brake Masters. At shop I was told that the engine head was cracked, coolant had leaked into the engine, and there was no compression. 7/18/2024 to 8/15/2024: Vehicle was towed to a new shop, Performance Complete Auto Care, for an Engine Replacement. The old engine was examined at my behest. The mechanic found that: -The Exhaust Manifold Gasket was worn out, cracked, and deteriorated. It had not been replaced. -The Engine Valve Gasket had not been replaced. -The coolant did not appear to be drained, and Head Gasket sealant had been added in the Coolant. Brake Masters did not perform the labor they charged me for, and potentially sabotaged my vehicle by adding a sealant to the coolant. Additionally, I was unable to seek proper repair for my vehicle due to the lies I was being told by Brake Masters.

  Customer Answer

  Date: 09/29/2024

  Brake Masters states that July 9-11, 2024: A specialist conducted an inspection of the vehicle, and includes that the Cost of checking the Piston rings is an expensive and detailed process that could not be completed within the building.
  This is my understanding as well, and made it all the more confusing that I was being told such work was being done, and for free. Such information from the operating manager was misleading at best.

  Brake Masters states: III. Subsequent Events and Diagnostics. From July 13 to July 16, 2024, the vehicle operated without incident.
  This is inaccurate. While the vehicle was driven home from the store on the 12th, it was not operated on the 13th, or 14th. On the 15th it would not start, and was then towed on the 16th. So, while  the vehicle was able to be driven home, it was inoperable, upon its next use.
  Brake Masters also states that following the diagnostic on the 16th, confirming that the vehicle was inoperable, that the client denied further services.
  This is inaccurate, as no further services were offered. I was told that the vehicle was inoperable, and there was no further work that could be completed by Brake Masters. 

  As for Coolant Issues: Brake Masters states that: The client alleges that coolant was not drained, and that head gasket sealant was added. It is essential to clarify that older coolant can cause rust accumulation, potentially leading to mud-like deposits in the coolant passages. 
  The deposit of material found in the valves (in the attached photo) is bright and reflective silver in color, not muddy. This implies that the deposit is not of coolant material. Further, the material was found in the pipes after Brake Master's coolant flush, per the mechanic at Performance Complete Auto Care, and was identified by him, as a sealant, specifically Gasket sealant or Block Seal. 

  As I can not currently produce the engine for additional review, I will accept that the parts may have been replaced, but inaccurately listed.
  However, the vehicle was still rendered inoperable, the next time it was used after being driven off of the Brake Masters lot. If there was such an issue that rendered the entire engine inoperable, why was it not diagnosed? 
  It is correct that the car was brought in under a misfire code. However, I provided the Manager with the issues while driving the vehicle, and gave permission the seek further underlying causes. 
  I drove the vehicle onto the lot, for the initial repair work. So, driving the vehicle home does not constitute that the car was repaired. It merely shows that the vehicle was in the same working order as when I delivered it to Brake Masters.
  I will accept that there was an attempt to repair the vehicle, but it ultimately failed.
  As such, I would still ask for a refund of the Labor Cost, as the work rendered did not ultimately fix the underlying issue of the vehicle.
  Per Invoice: 2372003, total labor: $1,125.80