Complaints

This profile includes complaints for Brakeway's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Brakeway

  6900 Preston Highway Louisville, KY 40219

• 

  Brakeway

  12117 Shelbyville Road Louisville, KY 40243

• 

  Brakeway

  3210 Bardstown road Louisville, KY 40215

• 

  Brakeway

  5206 Dixie Hwy Louisville, KY 40216

• 

  Brakeway

  2103 BLANDING BLVD Jacksonville, FL 32210

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:02/25/2025

  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.

  Hello, I went to Brakes 4 Less on or about January 29th, and at this time, I was offered several deals, that came with different services. I chose an option that came with an inspection, brake pads, resurface rotors, top off fluid and 12,000 miles warranty. I was pressured to do more work outside of what I desired, including that they took the tires off and brought me outside to show every wheel had an issues outside of brakes-- which I declined and chose my package deal for brakes. The RECEIPT I have, outlines they ONLY switched brakes pads-- when I left, the pressure in my brakes is soft or mushy, when pressing down-- we went back to ask about this, since it has made my car UNSAFE! They stated they would need $70 more to correct the softness-- which was CAUSED by them-- now I have an unsafe vehicle to drive, due to their work, and I am out $270. They are advertising a deal and taking monies for it, but not completing the entire advertised package that clients are paying.

  Business Response

  Date: 03/20/2025

  Please see attachment.

  Business Response

  Date: 03/20/2025

  *** ******* We sincerely appreciate the opportunity to address this complaint. The initial nonresponse was indeed an oversight on our part. After reviewing the situation, here is a summary of the events: 1. On January 29, 2025, the customer visited our Elizabethtown location and opted for our Quality brake pad package, our most economical option. While our team recommended additional services, including the 4-wheel Platinum brake pad package, new front and rear rotors, RF and RR hub assemblies, and a LF outer tire rod, the customer declined these repairs. 2. Some time after the service, the customer reported experiencing a soft brake pedal and returned to the location. Upon inspection, our team identified the possibility of air in the brake fluid lines and recommended a brake fluid service for $70.00. As our records indicate, no services performed during the initial visit involved the caliper, brake hose, or brake line, which could have introduced air into the hydraulic system. Therefore, the fluid service was oAered as an additional maintenance service, not as a warranty repair. 3. On February 25, 2025, the customer contacted our corporate oAice to express their concerns. As part of our commitment to customer satisfaction, we approved performing the brake fluid service at no additional cost. The service was completed the next day, February 26, 2025, at an alternate location. The customer was also informed and agreed that they would be responsible for any further necessary repairs outside the scope of the f luid service, including the previously declined repairs that could contribute to brake performance. In conclusion, Brakes-4-Less performed the brake fluid service at no charge to prioritize customer satisfaction, despite no evidence that the condition was directly caused by the initial service. We also emphasized the importance of the previously recommended repairs, as brake components work together and can aAect overall performance.  We believe the actions taken demonstrate our goodwill in resolving the matter to the customer's satisfaction. Thank you for bringing this matter to our attention. Should you have any further questions or require additional information, please do not hesitate to contact us. Best Regards, ****** ****** Brakes-4-Less BUS PH: ************ *** *** ************ 

• Initial Complaint

  Date:01/03/2025

  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.

  see Attached document

  Business Response

  Date: 01/10/2025

  Date: 1/10/2025 Business Name:  Brakes-4-Less #107 Complaint ID:  ******** Nature of Complaint: Service Issues

  Dear *** ******* 

  We appreciate the opportunity to respond to the complaint lodged by *** ********* concerning our repair shop, BRAKES-4-LESS #107. Please Note: The referenced attachment to *** *********'s complaint was not present at the time of our response. Our response is based on our previous interactions with *** ********* only.  Customer's Concern: On 11/6/2024, *** ********* visited our repair shop to have the rear rotors replaced on her vehicle. She returned on 11/22/2024 with a noise concern, which we promptly addressed. Upon inspection, we found that the left rear rotor appeared to have debris lodged behind it, causing damage. Despite a thorough examination, we were unable to identify the specific cause of the debris. All brake components installed by our team were present and correctly positioned. As a gesture of goodwill, we replaced the rear pads and the LR rotor under warranty.  The customer returned with the same noise concern on 11/26/2024. However, this time she refused to allow our technicians to inspect the vehicle. Instead, she demanded a refund for the rear rotors while continuing to retain the parts. Understanding her frustration, she was referred to our corporate office for further assistance. Resolution Efforts: Our corporate office spoke with *** ********* and offered warranty service at a different location to ensure a fair evaluation of her concern. Unfortunately, she declined this offer. We then offered her a full refund upon return of the installed parts, which she also declined, stating she would instead dispute the charges with her bank. As of now, we have not been notified of any bank dispute. Current Status: We have acted in good faith and made multiple attempts to resolve *** *********'s concerns amicably. We stand by the quality of our workmanship and believe that our offers of warranty service or a refund were fair and reasonable. However, given her refusal to allow further inspections or return the parts, we find ourselves at an impasse. We remain committed to resolving this matter and are open to continuing discussions with the customer to ensure a satisfactory resolution. Thank you for your attention to this matter. We value our relationship with the BBB and appreciate your assistance in facilitating this communication.

  Best Regards,

   

  ****** ****** Brakes-4-Less Claims Manager

  Phone: ************

  Email: ********************* 

• Initial Complaint

  Date:05/01/2024

  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 April 30th of 2024 I dropped my vehicle off at Brakes 4 Less at 8am and was supposed to get my brakes replaced and rotors machined because the brakes felt warped when braking. Company contacted me after inspecting vehicle and said rotors were not able to be machined after they measured the rotors so we agreed not to perform any further business other than the inspection. I picked my car keys up on my lunch break from work around 1pm. Picked my vehicle up at 7pm once I was off work. While driving home I realized the car is making an awful noise while driving and when I would press the brakes it’s making a crunching noise and sounds like something is loose or not put back on properly. While trying to inspect the brakes and rotors through the rims I had noticed loose lug nuts that are able to be turned by fingers holding the rim to the car.

  Business Response

  Date: 06/17/2024

  Hi, good morning *** *******  Thank you for allowing us the opportunity to formally respond to this one.

   

  I reached out to *** ******** on 5/28 when the mailed physical copy was forwarded to me.  *** ******** advised he was no longer seeking compensation as he corrected the issue himself and then sold the vehicle shortly after.   

   

  For our part, we have taken steps internally to ensure future customers do not share *** ********** experience with us.  

   

  Apologies for not providing this detail sooner.  I'd assumed we no longer had an opportunity to respond.  

  ---

• Initial Complaint

  Date:10/20/2022

  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 10/6/22 I had an appointment with Brakes 4 less on Shelbyville Road because my brakes were squeaking and they were under warranty. After looking at my vehicle, they said I would need new front rotors and new brake pads to make the squeaking stop. I agreed and paid $317.47. Later that day, they were still squeaking. I called the location back and he said bring it back in. On 10/7/22, he replaced the brake pads again with a "higher quality". Days later, still squeaky brakes. I called the main office and she recommended I go to a different location. I said that would be fine as long as the issue was corrected. I had an appointment at Bardstown Road. I arrived at my appointment time (11:30) on 10/15/22 and he said there was no way he could fit me in today. I then called the main office back, slightly aggravated on how I was treated at this location and she then recommended the Dixie Highway location. Even though this wasn't a convenient location for me, I agreed because I needed my brakes fixed immediately. I arrived on 10/15/22 at 1:30pm and they looked at my vehicle. He called and informed me the squeaking was not even coming from the front, but it was coming from the back. He said I would need 2 new rotors on the back now. After all this, I specifically asked, if I replaced the back rotors, would the squeaking stop? He said yes, so desperate to have non squeaking brakes, I paid another $329.13. Today 10/19/22, after several more days of brakes still squeaking, I called the main office again. The lady that answered the phone, transferred me to a manager. At this time, I got the pleasure of speaking with ******* He was very belittling, rude, and condescending. He shut me down by saying that was not what he asked me and I needed to answer the question so we could move forward. ****** should NOT be in customer service. I would like to request my money back on the rotors I bought that have NOT corrected my issue as stated by the mechanics. I also need to go elsewhere

  Business Response

  Date: 12/12/2022

  It looks like we have done repairs since this was filed along with several warranty repairs before. Is there still an issue?

   

  Business Response

  Date: 12/15/2022

  We actually decided to refund the customer. 

   

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Took car in for repairs .I had to bring it back the same day for a problem that occured. I took it backon 21sept and they told me that it would be $650 more.The original started 10sept22..

  Business Response

  Date: 12/28/2022

  *** *** ********* *customer came back 11 days after initial service not the same day see attached invoices ****** and ******. the customer had issues with parts we were not authorized or paid to replace. We provide warranty only on parts we replace. We gave an estimate to replace the parts which was declined.

   

  Customer Answer

  Date: 12/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  ******** ******* ** *** *** *** *** ********* **** **** *********** ****** ******* **** *****
  
  Regards,
  
  ******* *******   I was not told about replacement parts. I had work done on my brakes on 9/19/22 was not told I need other work done until 9/ 21/22.  the mechanic said i declined the work on 9/10/22.I was not given that option.Invoice********** ********* ******************. please check the invoices.I did not decline.

• Initial Complaint

  Date:08/10/2022

  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.

  07/12/2022, I went in for an inspection of my brakes and rotors. For some reason the company loosened my axle and there was no reason for that. I took it somewhere else because my car was shaking really, really bad and was made aware of the problem. Also, the pin was removed and not put back. The other shop told me they had three full turns in tightening the nut and bolt on the axle and they replaced the missing pin. He stated I could have died due to the wheel would have rolled off if I had kept driving it that way. Also, they did not open the brake line back up after replacing the caliber, which caused the hose to collapse which the entire week there was no brake fluid going through my brake line at all, it was bone dry. Again, my life in jeopardy. I had to pay for these repairs which I did not plan for or have the money to do so. This is unacceptable and very unprofessional. I may even seek an attorney at this point.

  Business Response

  Date: 12/28/2022

  *** ***  ********* I would request a copy from the other repair shop showing what the customer is referring to.