ComplaintsforBrake Masters of Tucson, LLC

• Initial Complaint

  11/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 customerservice@brakemasters.com
  Fax: (520) 448-2532
  Monday - Friday
  8am – 5pm MST
  Thank you

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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
  customerservice@brakemasters.com

  The recorded phone call is available upon request. 

   

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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 response

  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

  
  
  

   

   

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Re: 2001 Ford Crown Victoria presents with not blowing fully with force the A/C. Diagnosed as a resistor problem. I drove the car from MN to AZ with no problem, other than this. Derek talked my son, Alan, (new owner) into brakes. Alan agreed to the brake job and resistor. When he drove it home (less than 2 miles) it overheated!! He brought this car back 3 times for overheating and it was never resolved and we paid a lot of money to Brakemasters. We feel there was no overheating problem before it went to their shop (we took it to a ford dealer and diagnosis was clogged radiator) we paid an additional 900$, to fix the screwup from Brakemasters) but the overheating was resolved We feel that Brakemasters failed to diagnose the problem which led to more cost for us and stress on Alan who had just started a new job and could not get to work. He had to rely on public transportation and other rides.! Also one of the supposed repairs, Alan flew to Minnesota dropped off the car at Brakemasters, and told them he would be back in 10 days. . Derek assured Alan that the car would be repaired and ready to go when he returned on Monday. The car still was not ready and Alan had to find rides to work until Thursday and when he picked it up he drive 1 Mile, and it overheated again!

  

  Business response

  09/03/2024

  Hello, 
  Our mutual customer brought in their vehicle with a coolant leak. During our inspection, we discovered that the intake was cracked near the thermostat housing. The customer acknowledged that he had damaged the intake and requested that our manager, Derrick, not inform his mother of this issue due to a bad arm that prevented him from working on the vehicle himself.
  At no point did the customer mention an overheating issue; he only reported a coolant leak.
  We recommended that the customer seek a second opinion, which led him to a local Ford dealer. The dealer identified a plugged radiator and replaced it, resolving the overheating problem.
  Please note that the cracked intake is still available at our store if needed.
  Brake Masters has completed our services in good faith, we no longer have responsibility to this customer in regards of this complaint. 
  Brake Masters considers this matter closed. 

  Customer response

  09/11/2024

  It does not make sense that Alan would tell you he broke the housing, and then tell you that he has a "bad arm" and cant work on a car. He  has a TBI {traumatic brain injury,} and cerebral palsy. 

  More than likely, Derrick noticed a vulnerable person and suggested to Alan that he broke it. Alan doesn't know a housing from an alternator. ALSO OVER HEATING AND COOLANT LEAK ARE THE SAME THING. 

  The point here is when we brought it in the first time for the resistor issue, Alan was talked into getting the back brakes done. 

  He drove it home after the repair and the car over heated. He brought it back with a kinked hose. We all saw this and Derrick lied and said they didn't touch that kinked hose to do the resistor repair. We verified that you do have to touch that hose to repair that resistor. 

  Again Alan drove the car home, less than a mile and the car over heated again. He flew to Minnesota and was gone 10 days. He informed the store that he would need to pick up the car for work on Monday. When he got to the shop, the car wasn't ready, and Alan had to find another ride to work. IN fact, the car wasn't repaired again until the following Thursday. Again the car is overheating after driving it less than a mile. 

  You say there was a cracked housing. There is no proof that Alan broke it. We also know the missing bolt story. It came back without the bolts, but actually your mechanic forgot to re- attach the alternator bracket. We had to find a new one, and replace it ourselves. 

  We have had to return to your facility numerous times, for what was supposed to be a simple repair, that ended up costing us a lot of grief and money. If you are a decent business you would do whatever it takes to make a customer happy and keep that customer coming back. You failed to do that. 

  We ended up at the ford dealership and they discovered the underlying problem to a tune of 900 more dollars for us. A clogged radiator. 

  All this time with the overheating issue when the car was at your shop, you would think you would check the radiator for this. Its part of the heating system. 

  Laura Heinisch

   

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2014 Chevy Silverado, I took it for a transmission flush due to a p0796 code and further diagnostic. I explained what was going on, they said they would diagnostic and give me a call. I get a phone call almost towards the end of the day, they said that they test drove it and the check engine light came on. They saw it only had 2 quartz’s of oil on the dip stick, I told them that was impossible due to it having an oil change the day before along with spark plugs. Employee claimed the truck arrived with noise and all they got out was the 2 quartz’s. They recommended a full diagnostic and it would take a “while” along with a diagnostic fee. I agreed to the test, the next day I get a voicemail from the owner saying my engine is no good and I need a used engine. I called back and received a different employee, I can hear them muffling the phone as they were trying to explain to me what their assumptions was. I continued to be adamit the truck had at least 8 quartz’s of oil due to the fresh oil change and have proof of receipts. They did not speak of finding any leaks, I never had. Leak. No leaks in drive way and I also drove my truck same day the oil change happened to and from the gym. Which is near 20-24 miles. Now if I had 2 quatrzs something should have happened. I’ve been told general procedure they do before touching a car is check under the hood. Now if they drive it without checking the hood or even with those 2 quartz’s that can do damage to a vehicle . Because of this I had to get another vehicle and they are requesting 10k to replace my engine with a used one. I honestly believe they screwed up somewhere because I have receipts and testimony from my own mechanic he changed the oil. There was no issues with my engine. Now it sounds like a rusty truck. I’m very baffled by this

  

  Business response

  09/03/2024

  Hello,
  Upon inspection, Brake Masters found several trouble codes related to both transmission and engine malfunctions in the vehicle. Additionally, the engine had very low oil levels upon arrival. We informed the customer of these issues, but they chose not to proceed with any repairs.
  Given that the customer declined the recommended services and considering that our inspection and oil change procedures would not have worsened the existing problems, we consider this matter resolved.
  Thank you.

  Brake Masters

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  First off my name is ******* ***** concerning a 2015 Camaro serviced at the store #222 in ** **********. They had my vehicle Friday afternoon kept it overnight& turned over to me 1pm during the process my key was stuck in the vehicle the entire time and would not come out the technician stated to me he was going to disconnect the battery overnight,fix the vehicle the next morning. I left my vehicle in working condition with a functioning passenger window, working radio and electrical system. However when I picked up the vehicle I didn’t even leave the parking lot when I noticed the damage done to the vehicle, might I add I was never notified of the damage caused by the to the vehicleWhen I picked up the vehicle. The technician verified the damage&said I can’t fix that you need to take it to the dealership for repair it’s simple. I went to the dealership and was slapped with a $1455.53 bill I had to pay to get my vehicle in working condition. I had to escalate the huge issue spoke to ****** ******.Explained the entire situation in which he responded with send the invoice and we will be responsible for the damages, I then send the invoice of the damage cost to my vehicle with a written explanation from the dealership as to what happened to my vehicle and why it was in disrepair. I then get referred to Christian smith who I called more than 10 times left multiple voice mails and not one response. He then got back to me offers $379.90 I declined I paid 1455.53 and expect to be left even with repair costs. I believe I am owed repair costs due to neglect from the technicians. He said I agree sent the invoice and you will be paid to the cost of repair. I contacted brake masters for this issue 6/7/24 it is 8/14/24 I have sent the invoice for the 3rd time showing cost of repair with explanations that the damage was caused by unplugging vehicle battery &resetting the entire electrical system causing radio& window regulator damage. No cost has been paid, no call returned.

  

  Business response

  09/06/2024

  Please include the paid receipt and Brake Masters will start the reimbursement procedure. 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 18, 2024, I had brake pads, tire rotation, and a full synthetic lube, oil, and filter change performed by technician Dylan Alger at Brake Masters. On June 3, while driving on the 303 freeway, the engine light came on, and pulled over immediately and called my husband. When he arrived at my vehicle, he discovered oil under my car and upon further inspection that the oil plug was lying on top of the skid plate. The car wouldn’t start, so we had it towed back to Brake Masters, where the last service was done. On June 5, Brake Masters confirmed that the engine was ruined due to their negligence, and they agreed to replace it. Despite requesting a rental car on June 4, I didn’t receive one until June 7. I got my car back on July 6 with a rebuilt engine, but the engine light came on again soon after. Damien, the store manager, claimed it was just a computer glitch. On August 4, while driving home from Sedona, Az, the car decelerated, and the engine light started flashing. We were stranded in extreme heat for three hours before getting a tow. The tow cost $236, and the car was taken back to Brake Masters. On August 5, Damien informed us that they will need to replace the engine again. Despite our request for a rental car, they delayed issuing one until the next day. Terry, the Director of Operations, refused to consider providing fair market value for the vehicle and was dismissive of our concerns. On August 9, I found my car left outside Brake Masters after a heavy monsoon storm with the driver side window wide open and the back, driver side window open a crack. The interior was soaked, and my car KEY was left in the ignition I now have a new but real concern for mold in my vehicle. The lack of care and responsibility from Brake Masters has been unacceptable, causing significant inconvenience and stress to my family.

  

  Business response

  09/03/2024

  The vehicle has been finished and picked up by the customer this matter is now closed. 

  Thank you, 

  Brake Masters

  Customer response

  09/03/2024

  No “ Equitable resolution” was ever reached. The engine was replaced, again and the car was detailed, however, the value of my vehicle is gone. Due to the fact of having TWO engines placed and my car was left with windows open, keys in the ignition and soaked by the elements, the value of the car is gone! The incompetence of this company goes all the way up the food chain, to the corporate level. So I might have the vehicle back,  No “equitable resolution,” (which was what I was told I would receive per Christian Smith in an email) was never reached. 

  

  Business response

  09/04/2024

  
  Hello,
  Throughout this process, we provided the customer with a rental car at no charge. The vehicle was inspected by a third-party dealership, which found no issues related to the incident. We’ve shared all relevant video evidence and inspection results with the customer. The vehicle was also professionally detailed and returned in better condition than it was received.
  The failure of the initial replacement engine was not our fault, as we only installed the engine and did not manufacture it. Despite this, Brake Masters reimbursed the customer for towing fees related to the engine failure as a courtesy. The reimbursement check was mailed on August 30, 2024.
  Thank you

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to get my vehicle fixed by break masters and, the messed up my car by oil leakage which caused damage to the alternator. And then they refused to fix it.

  

  Business response

  08/09/2024

  The actual customer is the Welfare office of Nevada. Brake Masters has communicated with them several times and we have included the emails back and forth in this response. 

  Ms. Gloria Roberts is no longer welcome to call / visit or do business with Brake Masters from this day forth. 
  
  Ms. Roberts has threatened to kill one of our employees and verbally assaulted another. On one visit she brought with her friends that were also trying to intimidate the sales staff. 
  

  Whatever the concerns with her vehicle are now are not related to the past services that were performed. 
  
  Formal notice was given to the Welfare office of Nevada that Gloria Roberts is no longer welcome at Brake Masters, she is no longer welcome to call ANY Brake Masters location. 
  
  Gloria Roberts has stated on a recorded call that she was told by your office that she can demand and force our facility to service her vehicle. This conversation is available by request. 

  Attached are the emails from the Welfare office that contradict her statements. 

  Brake Masters considers this matter closed. 08/09/2024

   

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