ComplaintsforBrakes 4 Less

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 6, 2024 I went to brakes 4 less to get my brakes done which was about $324. I ended up going back a few weeks later because it was still squeaking, and they did my front brakes over. I ended up going again in June because of the same reason and ended up paying about $43 for rear guide pin boots, and now the squeaking is worse than before. I went to another shop and they said my brakes were bad.

  Business response

  08/01/2024

  Hi Ms. R*****, good afternoon.
  
  I am writing to provide context and our response to the recent complaint filed by ******* ******** regarding the brake service performed at our repair shop located at **** ********* **** ************ *** ******
  
  On 03/01/2024, Ms. ******** brought her vehicle to our shop for warranty brake service.  She reported her brakes had developed a persistent squeak since initial repairs on 01/06/2024.  Our technicians performed a warranty service which consisted of resurfacing her front brake rotors.
  
  Unfortunately, she returned a few months later with the same concern.  As part of our warranty service, we resurfaced the rear brake rotors during this visit.  Additionally, we identified torn rear guide pin boots and replaced them, with the customer's authorization.
  
  Regrettably, Ms. ******** contacted us again one month later, reporting that the squeaking had returned.  In response, we offered further warranty service or a refund upon the return of the parts.  She requested time to consider these options and agreed to call us back.  She has since contacted us and informed us that she would like to accept the offer for a full refund with the return of our parts.  Ms. ******** advised her vehicle has other non-brake related service needs and that she will have our parts removed and retained when services for those issues are addressed. 
  
  We are committed to resolving this matter to the customer's satisfaction and appreciate your assistance in mediating this case.  We remain open to providing further warranty service as previously offered. 
  
  Thank you for your attention to this matter.

   

  Best Regards,
  
  Dexter G*****
  Brakes-4-Less Case Manager

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my vehicle to Brakes for Less for a brake inspection on Friday, July 7, 2023. I was expecting them to pull my car into the bay and do the inspection. Instead, they took it for a “extended road test”, they were gone for about 15 minutes and when they came back, they pulled in the bay. The guy invited one of his peers with him on the test drive “joy ride”. The two guys came back into the building and told me that my brakes were good and perform perfectly. While they were in the office talking to me, a third guy was in the bay with my vehicle. When they finally backed my vehicle out of the bay, I noticed they didn’t put down any paper or plastic. There was grease/oil all over the carpet and door handles. Then, I noticed that my check engine light was on. I immediately asked them about it and they guy who was driving said he could run the code to see the cause of the check engine light. The guy hooked my car up to the machine and cleared both codes after I asked him to show me the code, he said it was the battery. I told him that the battery light (not check engine) would be on if it was an issue with the battery. I just recently started driving this vehicle, so I was just being proactive about maintenance and doing general up keep. There was a service engine soon light on in my vehicle when I arrived. My husband and I had already checked that and was waiting to repair it. I was under the impression that it was illegal for a shop to cleared check engine code. I still don’t understand why they had to do a road test and go on the Highway. I still don’t see the need to pull my car in the bay after the test drive if everything was good. After going back and forth with the guy, I left the shop. Once I got on the road, my brake light came on. I pulled over at the nearest store and had the car towed to the dealership. The dealership came back and said my brake sensor wire was cut. The check engine light has not come back on yet since it was cleared but the dealership diagnostic came back with VALVETRONIC SERVO MOTOR SENSOR SHORT - REPLACE VALVETRONIC MOTORAND VALVE COVER, THIS IS STARTING POINT AS SOMETIMES WHEN THE SERVO MOTOR SHORTS OUT IT BINDS UP THE ECCENTRIC SHAFT AND CAN CAUSE MORE DAMAGE. NO WAY TO KNOW UNLESS THE SERVO MOTOR IS REPLACED. My husband spoke with a guy named Dexter to see if they would cover the charges. Dexter never called me, he only called my husband who was with me at the inspection. Dexter was no help at all.

  Business response

  07/28/2023

  After reviewing this complaint, we have found the following. This person is known for making claims that shops damaged their vehicles to get free work. This person claims that their brake ware sensors were cut, and their brake light came on after driving and had to get towed. The statements regarding this don’t match the actual function and claimed issue. This person claims valvetronic servo motor sensor shorted due to bringing to our shop. After speaking with the dealer, it was made clear that this was an ongoing issue, also there would be no connection to that issue from a test drive, brake inspection or even any brake work if any had been performed. We have found that every claim in this person’s statement is false. We are unable to agree to any of the following desired settlements. Pay for interior to be detailed, Tow reimbursement, Reimbursement for brake sensor wire or Pay BMW to resolve the VALVETRONIC SERVO MOTOR SENSOR SHORT.

  Customer response

  08/03/2023

  I reject this because they did not acknowledge the fact that my vehicle did not have a check engine light or brake light on upon my arrival.

  The guy hooked my car up to the machine and cleared both codes, and after I asked him to show me the code, he said it was the battery. I told him that the battery light (not check engine) would be on if it was an issue with the battery.

  I was under the impression that it was illegal for a shop to cleared check engine light/code.

  I still don’t understand why they had to do a road test and go on the highway. I didn’t give them permission to do that.

  My brake light came on after I left their shop.  I pulled over at the nearest store and had the car towed to the dealership. The dealership came back and said my brake sensor wire was cut.

   I went to this place of business for a complimentary service and my vehicle ended up in worse shape than it was before. As a consumer, I expect to have an excellent customer experience and this was by far the worst thing I have ever experienced in my life! 

  Business response

  08/07/2023

  In response to this persons rejection. 

  1: I reject this because they did not acknowledge the fact that my vehicle did not have a check engine light or brake light on upon my arrival.

  Response: Please see original complaint stating, " There was a service engine soon light on in my vehicle when I arrived. My husband and I had already checked that and was waiting to repair it."

  2: The guy hooked my car up to the machine and cleared both codes, and after I asked him to show me the code, he said it was the battery. I told him that the battery light (not check engine) would be on if it was an issue with the battery.

  Response: We do not perform free diagnostics which is being claimed. I have no comment on the this persons ability to diagnose their issues based on lights and all the variables that may or may not cause a stored code.

  3: I was under the impression that it was illegal for a shop to cleared check engine light/code

  Response: I have no comment on the this persons understanding/ beliefs of law. We do not perform free Diagnostics.

  4: I still don’t understand why they had to do a road test and go on the highway. I didn’t give them permission to do that.

  Response: We can not comment on what this person does or does not understand. However we would not be able to perform a test drive / inspect the vehicle without permission and given the vehicle and keys to do so.

  5: My brake light came on after I left their shop.  I pulled over at the nearest store and had the car towed to the dealership. The dealership came back and said my brake sensor wire was cut.

  Response: we can not comment on this persons ability to know how long after a brake wire is cut that the brake light will come on or if their brake wire was cut. however it is clear if the wire was cut it would have to have been after leaving our shop due to how the system works and from this person stating we never lifted or performed a physical inspection to gain access.

  6:  I went to this place of business for a complimentary service and my vehicle ended up in worse shape than it was before. As a consumer, I expect to have an excellent customer experience and this was by far the worst thing I have ever experienced in my life! 

  Response: We do not perform complimentary service and can not comment on why they believe they don't need to pay for servicing their vehicle. Their vehicle left our shop in the exact same shape / condition it arrived in. We do our best to make sure our customers have a great experience and provide the best service at an affordable price. However we can not comment on this persons expectations, other than expecting shops to perform free services and attempting to extort them by putting blame for their vehicles issues on them is not commendable. 

  Conclusion: We will not be able to pay the dealership to fix the vehicles VALVETRONIC SERVO MOTOR SENSOR issues, due to that being a completely unrelated engine issue.

  We will not be able to reimburse for towing, due to not performing any related tasks that would cause the need.

  We will not be able to pay the dealership to perform any brake repair or sensor replacement due to not performing any tasks that would cause any issue, and if wires were "cut" it would have to have been after leaving our shop.

  We will not be reimbursing or paying anyone to perform any of the mentioned on unmentioned requested resolutions as we are not responsible for the past or current condition of the vehicle and have no control over the vehicles ware and tare, maintenance or anything at all to do with this vehicle.

  Customer response

  08/08/2023

  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. 
  
  I went in for a complimentary service (free brake inspection) and my vehicle was taken on an unnecessary test drive. They pulled the car into the bay and cut the brake sensor wire. After having to have the vehicle towed to the dealership, they found that the brake sensor wire was cut. 

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My vehicle was serviced on 3/18/23 at Spartanburg location. My wife and daughter were headed to Florida to visit family. Half way there the driver side tire fell off. Service tech did not tighten lug nuts correctly and tire fell off on I95 while they were driving. Brakes4less did pay for the damages once they called the shop where vehicle was getting fixed correctly days later. I received a check for $655.59 (#******) and I have an additional estimate to have body repaired and no return phone call. I have called everyday to Dexter G***** and he telling me he has not heard heard from the District Manager, Brian S*****. B4L have ALL the photos and estimate needed. There was an error trying to upload to this complaint. I have emailed or called Cusomter Support - Dexter G*****, District Manager - Brian S***** & Director of Operations - Jonathan L******. I have done each step trying to contact someone and no return calls. B4L has admitted fault to incident or I would have not received reminbursment to have front driver side fixed. In result of tire coming off, there is body damage that they don't want to pay. NEVER EVER will do business with this company again or recommend anyone else. The right thing to do is contact me before legal action takes place. B4L almost killed by Family!!! If this would have happened to one of them, then they will be doing the same thing I am doing.

  Business response

  05/10/2023

  I'm Gathering information to hopefully resolve this.

  Customer response

  05/10/2023

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is still unsatisfactory. In there response saying they will need to look into this is nonsense. They hav been aware of the situation since April 3, 2023. No return calls or an apology for there mishap. I asked about rental vehicle while repairs are being done. Still, no response. My wife & daughter are still shook up about what and they offer nothing to assist with the mental anguish they caused. Communication is the worst ever, even saying please respond does not mean anything to B4L.  

  They know they screwed up but will not own up to it or try to handle it in the proper manner. 

  Regards,
  
  ****** ********* 

  Business response

  05/17/2023

  After reviewing the information provided here and by my team, I have found the following. The before mentioned employees have had and maintained contact and are still maintaining contact through phone and email which were sent to me. I also found that there had already been a signed agreement and payment sent out. at the time of opening this complaint agreements were already handled along with other issues being handled and had contact within 48 hours before and after. I recommend continuing the with the agreements that were already in place. I can upload copies of supporting documents if needed. Thank you

  Customer response

  05/17/2023

  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. 
  
  Yes, payment was issued finally to repair the vehicle, but that was for the vehicle. There is still a rental vehicle needed when repairs begin and no response. There is emotional distress that my Wife and my Down Syndrome daughter are going through now. My daughter will not get into a vehicle and this has become an major issue. My wife is also afraid to drive. I have to take them everywhere is it was to the store, dr appts, etc. I have put this mattter into the orginal complaint, emails and phone calls. All of this was caused by Brakes-4-Less

  I would like to see what emails you revevied? I have only 1 response from anyone. I have not received any phone calls and/or voice messages. 
  
  Regards,
  
  ****** *********

  Business response

  06/16/2023

  Reimbursement was given back in march for some things and we received a signed release form back from you in may and sent a check out as soon as it was processed. I'm not sure what is trying to be accomplished here, as we maintained contact throughout the issue. If you are making different requests and expressing different concerns than what has been communicated with us previously. I would suggest reaching out to us again and express those concerns. I will contact the people you have been dealing with so they can expect your call

  Customer response

  06/19/2023

  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. 
  
  Again, the reimbursement was for the damage to vehicle. I have expressed the other concerns pertaining to emotional distress placed on my wife & daughter from this mishap. Yet again, B4L ignored the concerns being addressed. Also, I have not seen the emails/communications that were supposed to be uploaded to this file that you say you have regarding communication to me.

  Yes, I would like a direct NAME & PHONE NUMBER to discuss this matter yet again.

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

• Initial Complaint

  10/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On October 21, 2022, I had an appointment with Brakes 4 Less to have my brakes changes on my 2018 Kia Sorento. I arrived at my appointed time 11:00 am. I was phoned and told that my car was ready and I paid $297.00. I then left the business and proceded home. Before I could get home, which was 10 minutes from the business, my car started acting weird. The brakes were grinding and the check engine light came on. I immediately took my car to the Kia dealership. My car was put on a machine to find out that my rotors were turned wrong and my brake pads were destroyed. I was given paperwork from the dealership stating the issues and how much it would cost to fix, which was $1627.00. I took all the paperwork back to Brakes 4 Less and spoke to Chris, who told me it was not their fault and there was no way that much damage was done in that short of time. Chris called Kia and was very verbally rude to them and to me. I have asked for my money back from Brakes 4 Less and just getting the rudeness.

  Business response

  10/31/2022

  We have no record of you calling our cooperate office with any concerns. On the top left of your receipt there is this number (888) ********, Please give us a call so we can get more information on this issue. All we have at the moment is your inspection and invoice that shows your rotors had been grinding due to the brake pads being worn down until it was metal on metal and replacing the rotors was declined. We would like the opportunity to resolve your concerns. Thank you

  Customer response

  11/01/2022

  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. 
  
  I called Brakes 4 Less and spoke with Chris when Kia found the issue an hour after picking up my car from Brakes 4 Less. I also returned to Brakes 4 Less with all the paperwork and pictures of the rotors that showed the damage. I spoke to Chris then as well. He was very rude and unprofessional. I am asking for the money back that I paid Brakes 4 Less. They did a horrible job on my brakes and rotors
  
  Regards,
  
  ******* *****

  Customer response

  11/02/2022

  Yes I called them this morning.

  Business response

  11/12/2022

  With the information we have, as stated in the initial response, your rotors were damaged and needing replaced when you came for service. You chose NOT to replace the damaged rotors. There isn't much we can do if you are not willing to contact us and provide information that we don't have. Please see your invoice regarding where it shows you declined to replace your damaged rotors due to grinding/ metal to metal/ MTM and the phone number to our cooperate office on the top left. Thank you

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sit broken was working properly before they moved inside of bay. Theman that wrote up priice of brakes drove car on bay he let sit back and now it want move back forward. He said he had to move it back because he was a tall man. He was not concerned that much about the seat and how I was going to try to drive home becase my feet couldnt reach pedal. My seats was working just fine when I took it there. I called their corporate office they was very Rude and unprofessional. I ask who was I talking to he said Vincent and I said whats your last name because he said he would call me back the next day. He said he didnt think it was necessary for me to know his last name but he would have to talk to the guy at the shop first. He didnt call back but I call hom he said he talk to manager and said it was nothing they could do because the guy felt like it wasn't his fault. But the seat was working fine when i got out of it the sesas move when start up suv . I wouldn't reccomend them to no one I was just trying to give them a chance.

  Business response

  04/16/2022

  We reviewed this issue with the local district manager and he does not feel that we are at fault, so unfortunately we will not be able to assist with this matter. 

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a front brake work. I told them I would like the same brake pads that were on the car Originally. I was quoted a price of 129$ that included them turning the rotors. I was told I needed to replace a friend my brake hose for 85$ they did not have it in stoke but have it there in 2 days When I record the car after I left there was a wobble in the wheel in the front when I pressed on the brake when I came back for the hose they told me it was fine I did not purchase the hose. After time the wobble became worse I called corporate office who was very rude Belligerent told me there was nothing they will do for me. I took it to another shop was told they did not put in the correct brake pads and they said the pads were very cheap. They put on the rosters on a wheel and Diagnosed them being Warped.. I purchase new rotors and ceramic disk and were put on. I was told there was nothing wrong with the brake lines but on there invoice it says bad brake line. I feel they took advantage of me being a senior citizen I am requesting my money back

  Business response

  02/01/2022

  Please send the invoice from the other repair shop. I will look over both invoices. Thanks

*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. ↩