ComplaintsforBrakes 4 Less

• Initial Complaint

  07/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have my brakes repaired there rotors all the way around and new brakes now my brake system is not working right and they don't want to be responsible for the job this how happened to several people

  Business response

  08/01/2024

  Hi, good afternoon *** *****.
  
  I am writing to provide context and our response to the recent complaint filed by *** **** ******** regarding the brake system service performed at our repair shop located at 9820 Colerain Ave, Cincinnati, OH, 45251.
  
  On 07/26/2024, *** ******** brought their vehicle to our shop due to a grinding sound when braking.  Upon inspection, our technicians identified the grinding sound was caused by a failing ABS pump, which was engaging during all braking scenarios.  We also noted that the ABS light was illuminated on the dashboard and assumed it was connected to the obvious ABS pump failure.  This information was communicated to *** ******** during service recommendations.
  
  *** ******** authorized the replacement of the brake pads and brake rotors for both the front and rear axles of the vehicle.  It is important to note our repair shop does not offer ABS pump replacement services, and therefore, we did not attempt to sell this service to the customer.
  
  Several days after the repairs, *** ******** contacted us, expressing dissatisfaction the ABS light persisted.  The customer now claims they were not informed about the ABS light.  However, our store manager has indicated this information was indeed conveyed during the initial inspection as it was directly related to why *** ******** chose to have the vehicle's brakes inspected/serviced.
  
  In an effort to address *** ********’s concerns and ensure his satisfaction, our store manager has arranged for a second brake assessment and a diagnostic scan, scheduled for Friday, August 2nd.  We are committed to thoroughly examining the vehicle and addressing any issues within our scope.
  
  Thank you for your attention to this matter.
  
  
  Best Regards,
  
  Dexter G*****
  Brakes-4-Less Claims Manager
  BUS PH: ###-###-####
  DIR PH: ###-###-####

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I took my **** *** ****** to Brakes 4 Less in Cincinnati to have my brakes looked at and to be replaced if they needed. The manger told me that all 4 rotors were “good to go”. He also told me the front pads were good and I only needed “Rear Pads”. After the job was done I went on my way and started hearing a continuous grinding noise which is getting worse and worse, I scheduled another appointment immediately. The new manager had me come back to Cincinnati TWO more times and tried to “fix what the other manager did before they fired him for unsafe workplace practices”. I do not feel safe in my own vehicle. I am not asking for any other services from the company, I am simply asking for my money back so I can fix my vehicle. I told Dexter the customer service rep this exactly and he simply told me that the only way to get my money back was “to take the pads off myself and bring them to the location”.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 10/09/2022, I brought my car to Brakes for Less in ******** ****. I spent almost 5 hours and $326.10 for the middle tier service. When I brought my car in at the beginning stage of squeaking. There was absolutely no grinding. Immediately after leaving the shop, I noticed that my car was squeaking louder than it ever has before, and there was a ridiculous amount of brake dust on all of my rims. I called back to the shop, and was told to bring my car up there the following Friday. I spent another 2 hours at the shop and was told the brakes need to wear down a little before the squeaking will stop, and to not take it to the car wash and get wax because it will make the brake dust stick. My car is not only squeaking ridiculously loud, it is grinding, there is still a ridiculous amount of brake dust on all 4 tires and my brakes are sticking when I attempt to stop. If I get on the highway, once I accelerate to about 50 mph, my tires start to shake. This is the absolute worst job that I have encountered ever and I fear for my safety!!! Not only am I out of $326.10 for a botched job, I now will have to take my car to the dealership to get the service done correctly and with a warranty to guarantee the service.

• Initial Complaint

  12/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 7/30/22, I had my car serviced with Brakes 4 Less (******** Cincinnati OH location) for squeaky front brakes. According to the service invoice they Installed premium friction front, machine rotors/drums or deglaze metal, R&R rotor front for a total of $514.75. To-date, my front brakes are still squealing. I graciously returned 3 additional times on 8/31/22 and 9/14/22 and 11/8/22 to NO resolve, front brakes still squealing. I called in late November to once again tell them my brakes are still squeaking and requested a refund. I was asked to consider bringing my car back for a 5th time and at this point, I refused. I do not want them to touch my car again. I was told someone would call me back. My call was not returned. I called again in early December and once again was told a manager would call me back. I stated to the gentleman "please take my call serious", unfortunately, to-date Brakes-4-Less has not returned my call. At the time of service (7/30/22) my mileage was 121,919 and today as of the filing of this complaint 12/19/22 my mileage is 126,801. Brakes 4 Less warranty parts and labor claims to guarantee 40,000 miles. I've been more than gracious and accommodating to bring my car back each time they asked but, this is getting scary. I am requesting a refund.

  Business response

  07/14/2023

  We refunded the customer, and apologized for the issues.

  Customer response

  07/18/2023

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

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/11/22, I took my **** ****** ******* to Brakes4Less for a free brake inspection and based on the results and technician’s recommendations, I decided to purchase new brakes and rotors on all 4 wheels. I received a call upon completion that the vehicle was ready, but the technician had sheared off one wheel stud and was unable to reconnect the emergency brake mechanism. More importantly, I was informed that they were unable to repair the damage. In other words, Brakes4Less damaged the vehicle and was unable to fix the damage on-site. The Manager spoke with his friend at ********* who quoted a cost to repair in the amount of $740.00. A quote based solely upon the info provided over the phone and without an inspection of the vehicle. The Manger spoke with the Regional Manager, Tim Y***, and decided to credit the $740 against the bill. The Manager also told me that if I run into problems, to let him know. Well, I did run into problems because *** ******* Tire & Service had to install a new backing plate to get the brake assembly re-attached. As such, I had to pay an additional $396.27 on top of the $740 to repair the damage caused by Brakes4Less. I provided the receipts and a detailed explanation to the Manager and requested a refund for that amount on 12/2/22. After nearly 2 weeks of silence and 3 ignored VM messages, I finally spoke with the Manager on 12/16/22, and he simply stated that they felt they already paid enough. In other words, Brakes4Less acknowledged the negligence of its technicians, paid $740 based only on a telephonic diagnosis, requested to be contacted if I had any issues, and now reversed course and claims the amount is excessive and that it paid enough. Interestingly, Brakes4Less admits it never contacted Sumerel Tire to discuss the performed repairs, the necessity for the work, or the cost to perform the work. Instead, Brakes4Less summarily dismisses the cost as excessive. A cost necessitated by the negligence of the Brakes4Less technician and for damage it was unable to repair. As such, I was not in a position to obtain multiple estimates. Attached are the invoices and proof of payment for the reasonable and necessary repairs to the **** ****** ******* resulting from the services performed by Brakes4Less on November 11, 2022. I am requesting reimbursement for $396.27 which reflects the additional costs incurred to remedy the repairs by Brakes4Less. Below is a summary detailing the costs, along with a summary detailing the sequence of events.

  Business response

  07/18/2023

  Customer **** ******* made an agreement to receive a $740 discount on work that was needed to help offset the cost of repairs to repair/replace items that were already damaged, however there was further damage trying to perform an inspection. ie,. lugnuts were cross threaded onto the studs and removal caused final failure. We provided this discount as an agreement listed in the comment section on their invoice and signed by the customer. The customer did make contact asking for more at a later date, we requested copies of the repair invoices showing what work was done. the customer never supplied any requested information. This customer also submitted a claim in February of 2023  that they did not approve the purchase of goods or services from us, to their bank in order to get transactions reversed. If the customer is willing to provide the previously requested documents, we are willing to review them. Thank you

  Customer response

  07/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  1. Brakes 4 Less portrays the $740 discount as a full and final settlement agreement which was not the case.  The $740 discount was based entirely upon the manager's telephone call to a friend who worked at another car maintenance facility. The estimate was based entirely on a verbal description and did not include inspection of the vehicle.  I relied upon the manager's expertise in his representation that the vehicle could be fixed for the $740, but I expressly stated my concerns to the manager about the lack of an inspection and asked about what to do if the repair costs exceeded the $740.  In response, the manager intimated that I simply should follow-up with him if the repairs cost more stating that I should let him know if I any problems.  When I did so, the manager ignored my calls, then finally claimed that he believed the additional amount was too much. 

  2. I took my vehicle to Brakes 4 Less with the understanding that they were professionals who are experienced in the inspection, repair and reassembly of brakes, rotors and other hardware. Clearly, that was not my experience when I was notified that the vehicle was ready BUT they had two problems: 1) they sheared off a lug nut (actually two) and more importantly, 2) they could not reassemble the parking brake mechanism.

  3) Furthermore, Brakes 4 Less completely misstates the facts regarding me providing supporting documentation.  I emailed the manager and customer service with all the documentation concerning my out-of-pocket costs to repair their negligent repairs.  In addition, the same paperwork was submitted to the BBB as part of my complaint.  For Brakes 4 Less to claim that I failed to provide the documents is completely inaccurate.

  4) I maintain my request for the initial amount for a refund less the undisputed chargeback for the amount paid to Brakes 4 Less.

  Regards,
  
  **** *******
  

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