ComplaintsforBrakes Plus

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** to this location for brake check and battery check. Was told that there were issues with the brakes and should be replaced soon and that the battery needs to be cleaned but the battery itself was in good condition. I paid for the battery cleaning. Few days later my car died. Called AAA and I was informed by the AAA technician that the battery is not good anymore and should be replaced. Also the technician said that he does not see as having the battery being thoroughly cleaned and there was still corrosion on the battery itself. I had my brakes checked with three different establishments and they all said the brakes were fine and doesn't need to be replaced. I contacted the corporate office to discuss this with the Regional Manager but never got a call from the Regional/District Manager.

  Business response

  07/19/2024

  Sorry to hear about your experience ***. I will have the store call and issue you a refund on your battery service! 

• Initial Complaint

  07/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On November 15, 2023, I went to the location at *************************************************. I had gone for a brake check due to grinding noises observed while driving. They advised me I would need new pads and new rotors. I had them perform the work and the total came to $280. I brought my vehicle back to that location 2 subsequent times after the installation due to constant squealing and a loud moaning sound that happened when I would brake from a fast speed. Each time I was told the brakes were fine and they were just "dirty". Each time I brought it in, the brake pads were under warranty. On July 6, 2024, I was experiences a severe "moaning" while braking and took my vehicle back to the location. I was told there was 1 technician and they would not be able to look at my car. I then took my vehicle to another Brakes Plus location located at *******************************************************. I did not tell them I had been previously been to Brakes Plus and provided them with my daughter's phone number. I wanted an unbiased examination of what was happening with my brakes; as I did not feel safe driving the car for quite some time due to the brakes acting in the manner they were. After the brake check, I was told that the brakes were metal on metal. When I had the new brakes installed on 11/15/23, the mileage recorded by your workers was 81, 507. The milage, when I had the brakes replaced was *******. That means that I only received ****** miles and 8 months of use from the product sold to me by brakes plus . I understand that due to manufacturer flaw or defective parts may have a play in that, but that is why Brakes Plus offers a warranty. When I bring my vehicle back TWICE during the warranty period to only be told nothing is poor business and very scary! To have brake pads wear so quickly should have been noticed. I am demanding half of my initial service charge of $280 be returned to me. I did not get what a paid for.

  Business response

  07/08/2024

  I called and spoke with customer. I do understand their concern and the request is reasonable. Customer is being issued a refund. I also appreciated the conversation so that appropriate corrective action can be taken.

  Customer response

  07/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 27th around 10am i went to brakes plus to see if they would put rotors and brakes on for me that i had purchased personally elsewhere. They proceeded to check my car for me and came back inside to tell me the news. The office worker began to tell me sir we ran a coolent check on your vehicle and its leaking antifreeze did you know this? In my head im thinking to myself this guy is just trying to upsell me i know i dont have a coolent leak becuase for one i would have smelled it, antifreeze gives off a a huge odor when burning on motor or engine parts. 2 i just checked my oil and didnt smell or see any leaks. 3 i keep the under of my hood extremely clean it looks brand new! I WOULD HAVE NOTICED A LEAK OF ANTIFREEZE. So I genuinely thought the guy was trying to upsell me so i gave him a look and said no just tell me if you can swap my brakes, anyway after all was done surely enough as i leave about 20 min later I CAN SMELL ANTIFREEZE BURNING! im literally thinking no freaking way! I open my hood and surely enough i see the antifreeze leaking from a hose ! I keep my engine and under my hood extremely clean as i said. i would have noticed a leak before i got there or atleast smelled it. Now my temp on vehicle went up etc. 30 min after i left the business! Its waaay to odd and convenient how i only noticed the smell and leak AFTER 20 min when i left the business. I genuinely believe they purposely did this to make a quick buck. If the office members are part of this scam that is terrible and if not then thier mechanic is a scammer and purposely doing this. Again i know my vehicle and i know how it drives and its way too convenient how it began to leak antifreeze after i left. If other people havent reported anything they obviously believe they had a leak and just go ahead with the purchase or just dont report. But i am telling you this business did this to my car please help.

  Business response

  06/28/2024

  In communication with the customer to discuss a resolution.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 14 when I dropped my car off to get a quote for repairs. I was very specific that I just wanted a quote, and I would make further decisions after receiving the quote as I can perform a good amount repairs myself, my life is just currently extremely hectic and I wanted to save time. On the morning of June 15 they called and told me that when they pulled my car into the bay the window on the drivers side just fell. This is 100% because of their own negligence, the window had been staying up, and while I wanted to know if the issue was the motor, regulator, or both, they absolutely, if competent mechanics would not have needed to test the buttons at all based on the information I gave, yet they did enough to have the window come loose and fall. After going back and forth we came to an agreement that they would fix the issue that they caused and have the car finished by that evening regardless if it meant they stay late as the car was absolutely necessary for us today since my wife and I both needed to work, I had a Dr ************ our oldest child had a Dr ************ our youngest needed to be at his camp. They didnt even start work on it and left it unlocked after staying a normal amount of time for closing a store, which we actually saw them leave because we were next door purchasing the parts needed for the other diagnostics. Nowhere did I sign anything saying that I consented to pay for anything, or absolving them of any damages due to their own negligence or incompetence. While I do appreciate that they did not charge me labor, they still charged me well over cost for the part. When I requested that the manager call his manager he immediately escalated and even lunged at me while I remained calm, yet firm. He also threatened to call the police to have them drag me out, again, I made zero threats, only manager ******************* did. I should not have to pay for what they did and wife should be reimbursed for her time and mileage at very least. More - call.

  Business response

  06/21/2024

  06-18-2024
  
  Name:*************************************
  
  
  
  Dear BBB:
  
  
  On 06-17-24;RO# *********** the customer ***** came in to check out his window to see why is would not roll up. In order to find out what the issue was the technician had to take the door panel off, which is usually a charge of $99 and then the window was broke inside there. The store waived this fee. When the door panel came off the window could not come up again. The store employee sold the regulator at $162.83 with a $30 discount and because of the lack of communication the store did not charge the $109 it should have to install the window regulator.
  
  We do not say we are the lowest price, but we want to provide fair value and look for quality parts.
  
  As for the conversation between ******************* and *****; I am looking into this via videos and phone calls with his wife. We strive continuously to be the best customer advocate that we can.I will continue to try to call you at ************. 
  
  
  
  
  **********************************
  Regional Manager *****, ********
  
  
  

  Customer response

  06/21/2024

   
  Complaint: 21863883
  
  I am rejecting this response because: this repair was only necessary because of what the location did. There has been no attempt to call me by this person that responded, no one has attempted to contact my wife, who even called corporate about this. They said the repair fee that they charged me, that I only paid because of **************** unwillingness to actually speak with me as he threatened repeatedly to call the police and he and his store already ruined my Fathers Day weekend, made Monday a complete nightmare, left my car unlocked as they left for the weekend, was as astronomical as it was (literally double the amount I was willing to pay because I only wanted diagnostics and the part costs ***** next door) was for a warranty on their labor, which we dont want warranty on their labor because we do not trust their labor. The very least they could do is refund me for their mistake they made. I honestly dont care if they claim to be the lowest price or not, they are doubling the price. My wife said she did not want the warranty for the labor and absolutely did not agree to the price as ******************* was trying to claim in my visit to the location for them to give me my vehicle back. She said we would be there to get it. If he took that as an implication that we agreed for the repair of an issue they only exacerbated, thats on him. The fact that there is duct tape residue on my window is unacceptable as well. It never should have been held up with duct tape. Open the door panel, inspect, put door panel back together, call me. Thats how that should have been done. I will include screenshots of the part, available at a shared address to the location, at a much lower price that still includes markup because they are a business for sales, whereas brakes plus is a business for service. Youre not paying your mechanics $165/hr so youre making a profit there, too. Note, the part number in the screenshot is the same thing they charged me ****** for. I would have done this myself but again, busy weekend. The other repair they quoted me 2 hours of labor for took me 30 minutes to complete at home, and some of that was spent talking to my wife and neighbors. I suppose it goes to show why this location has a D+ rating with the BBB. Im far from the first person to file a complaint it would seem. 1.39/5 stars is really rough. Try to do right by your customers so this doesnt keep happening to you. 

  
  Sincerely,
  
  *************************************

  Business response

  07/10/2024

  Attn BBB and *****: 

  I instructed ***** to refund your money of $151.44. He has called and left a message. Please call him at ************.

   

  Thanks

  ***

  Customer response

  07/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On may 25th 2024 I took my vehicle in for an oil change and to a throttle body check because it didn't seem to be working properly. Brakes plus told me it was working properly and they had cleared the code. On June 4th I took to a different shop something still wasn't right and I was told that the throttle body was not performing as it should and the code was back on. I want at the very least my money back but I feel as if they need to fix the problem since they said nothing was wrong.

  Business response

  06/26/2024

  Customer had a throttle body replaced prior to service. Then came in to have us make sure the throttle body was working properly. Customer stated that Certified Transmission would not look at her vehicle until throttle body issue was resolved as well as customer requested an oil change. We informed the customer that since the part was replaced somewhere other than here there would be a diagnostic charge for us to monitor and check the throttle body performance. Customer agreed to the $99.00 one hour of diagnostics. There was no Check Engine Light on prior to service, but there were stored codes for the throttle body and engine oil pressure sensor. Our next step was to clear the codes and test drive while monitoring drive-ability data. Went on numerous test drives to monitor data, short and long, but codes never returned, and vehicle was running fine. Told customer about stored codes and that we monitored all data, and everything was working properly according to our diagnostic computer and technician. Customer was satisfied with our findings at check-out and had no complaints. To help the customer we have agreed to refund the diagnostic charge of $99.00 and the customer has agreed to that.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Messed up on an axle job a few weeks back. Causing my vehicle to stop moving when in drive. Was towed to a transmission shop as we initially thought it was a transmission issue.They found that the axle was not installed properly by brakes plus. $300 dollars later brakes plus refused to help pay for their mistake. Will find a new shop to get my work done at.

  Business response

  06/14/2024

  Refunding the $255.75 for services provided to reseat cv axle at another shop. 

  Customer response

  06/15/2024

   
  Complaint: 21837689
  
  I am rejecting this response because: just waiting on the check. Once received will accept and close the complaint.  
  
  Sincerely,
  
  *********************

  Customer response

  06/27/2024

  Yes we have received the refund. Issues is resolved and matter can be closed. 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  we took our company delivery truck in for a routine brake job. When my employee went to pick up the truck, he was charged $516.00 in labor for trapped rotor services. When my employee went to leave he noticed the rotors were not even changed. He told the employee who argued with him stating that it was impossible that the rotors were not changed. After a few minutes the employee finally agreed to look at the truck. The employee agreed that the rotors were not changed. He did not offer an apology to my employee for arguing but said that he would take off the cost of the rotors. Which he did. When my employee asked him why we paid for a trapped rotor service when the rotors were not even worked on. The employee said that he was being rude and asked him to leave. They did not work on the rotors by their own admission, so why would they refuse to take off the charge directly related to rotors. This in essance is theft and should be treated as such. I would like a refund of the $516.00 for services they did not render.

  Business response

  05/31/2024

  ************************,

  I have spoken with all of my employees at the store in question and no one has any recollection of the events that you say occurred. I have spoken with the branch manager of the location in question, and he told me no one has reached out to him with anything related to this event. I have done an internal search based on your phone number and name and show nothing in our system matching either. If this was a company vehicle, can you please give me the name of the company or a phone number that was used so I can look up your account and investigate this matter further to help you. 

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a 10am appointment for my vehicle in to get new brake pads on Sat, Mar. 30, 2024. Account #******** Didnt get done until after 3pm. I live fairly close and noticed that when I would apply the brakes, my steering wheel was shaking, never has happened before. So I called to speak to the manager. He asked if I could come back, which I couldnt not. Next day was Easter, then on Apr. 1, my father in law having heart surgery and I was unavailable until Apr. 3. I brought it back at 8am that Wed. They ended up redoing the brakes. Not sure what went wrong the 1st time, but it fixed the issue with the steering wheel. After 1 1/2 weeks, I noticed that there was an occasional grinding noise. Shouldnt be because theyre new! So I popped the hood to check the brake fluid and lo and behold, my brake fluid cap to my reservoir was not on and it was bone dry! Had a cap before. Not happy! I immediately called, 4-18, but couldnt get in until 4-20. They ordered a new cap and checked my brakes. This is when *** had told me that my rotors were warped and needed to be replaced. This was Never mentioned to me and wasnt on any of my paperwork on 3-30-24 or 4-3-24. Besides, they were replaced the last time I got my brakes done. I normally have a friend do car maintenance and the only reason I came here was because he had gone back east for Easter and then the heart surgery and they needed to be done. So this sounded quite odd because I have never had to get new ones every time I get pads. He then proceeded to tell me that my friend doesnt have the proper equipment. Oh, really!? How do you know what he has or doesnt have!? Hes a mechanic that has a shop in ****** and not only works on vehicles, but High End RVs and Boats! And trust me, he knows what hes doing! Unlike these people. Im certain that not having brake fluid has A Lot to do with damaging my rotors and I would like them to replaced, free of charge.

  Business response

  05/29/2024

  Brake Plus is willing to work with the customer to resolve the concern. I am sorry this all happened. Please reach out to me at ************ and we can discuss how to get this corrected in a timely manner. 

   

  Thanks, 

  Rich

  ******* Manager

  Customer response

  05/30/2024

  I called and spoke with ****, the Regional Manager and an appointment is set up on Wednesday, June 5 at 8am at a different Brakes Plus location for new rotors, pads, and a brake flush if needed. He was very apologetic and sincerely sorry that the issue had occurred and wants to fix the situation and that is very appreciated. I am pleased with the outcome. 

  Customer response

  05/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I called and spoke to Rich, the Regional Manager, and an appointment is set up for Wednesday, June 5 at 8am at a different location for new rotors, pads, and a brake flush if needed. He was very apologetic and sincerely sorry that this occurred and wants to fix the situation and that is very appreciated. I am pleased with the outcome.

  
  Sincerely,
  
  *********************

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 8, 2024, at approximately 2:00 pm, I brought my vehicle for an oil change at the Brakes Plus, located at ******************************. I requested that they check my brakes and air filers. When my 2014 ****** Prius was completed, as I drove out of the parking lot just passing Sonic Burger, the vehicle made a noise and then the Engine check light came on and a message appear, "Check Hybrid system and pull vehicle over to a safe place." While I was in the parking lot, I went back to the Brakes plus and let them know about the issue. They ran some computer check and they said that my Hybrid battery was low. I asked the service tech if there was some possiblity that they created this problem. He said, no, and said that the hybrid battery was low. I also asked them to reset the check engine light, however, the same message appeared with the check engine light. I then made the decision to have my vehicle towed to the Auto Nation ****** in Centennial, CO. I arrive over at the ****** service at 3:40 p.m. *********************** checked in my vehicle and said they would be checking my vehicle the next day May 9, 2024. I received a phone call from Jezariah today, and he informed me that whoever was working on your vehicle yesterday, that when they checked the Air Filter, that they noticed that the Air Filter intake hose was pulled when engine air filter was inspected by Brakes Plus. The Air Filter intake hose was not properly fitted back into throttle body. This was clearly brakes plus fault since this problem occurred right after they serviced my vehicle. My vehicle never had this problem and right up to the point before brakes plus serviced my vehicle that there was no problem. I was charged ****** by AutoNation ****** and I am requesting Brakes plus to pay me for their mistake performed on my vehicle. I also had to use one of my tows with AAA and I have to waste two days and not have a vehicle for over 26 hours.

  Business response

  05/16/2024

  Called customer immediately and apologized for the inconvenience. Refunded the customer the diagnostic fee in full on 5-10-2024 in the amount of $150.00. PO #*********** Vehicle is in working order and customer was refunded out of pocket expenses caused by brakes plus. Thank you! 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12-23-2023 as I was finishing my Amazon route, I started to hear the sound of air being released as I pushed on my brake. I needed to get my oil changed as I was planning on going home for Christmas, and my registration was about to expire also. So I drove immediately to Just7 for that and had them check my brakes as well.,I got an estimate then I drove to Brakes Plus to get an estimate. I dropped my car off with them the next morning at 8am on the 24th. Paid Brakes Plus when it was ready and now needed to get my inspection. After getting my inspection, I see that it had recalls. I knew right then the recall was my brake issue. So I go to ***** I give **** my information and the *** etc. they said its pulling up as Brakes Plus. **** had my car the entire time and fixed the Brake issue because it was a RECALL. Exactly what I just paid to Brakes Plus. Brakes Plus never had my car!

  Business response

  04/26/2024

  Called and left customer a voicemail in an attempt to resolve customer's complaint.

  Customer response

  04/28/2024

   
  Complaint: 21617770
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************************

  Customer response

  07/15/2024

  **** at Brakes Plus contacted me and left a voicemail on April 26,2024 at 12:55pm. I hardly ever look at my voicemails and noticed his. I called him back and left voicemail probably 2 weeks after I noticed his. There has not been any other contact from him since. Please let me know what I need to do or if you all handle it from here. I really appreciate it, thank you so much. *********************************

  Business response

  07/16/2024

  In communication with customer to help her find a resolution for this situation. Customer is stating that the repairs completed were part of a recall. Parts were purchased from a **** dealership but repairs were completed at Brakes Plus.

*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. ↩