ComplaintsforBrakes Plus

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into Brakes Plus in Monument, ** on 06/12/2023 for new brakes and rotors on my 2020 ****** Armada. I had to take it in 4 additional times for continuous issues which they replaced the pads each time. After the last time 8/14/24 I was having even more issues then before I took it in.While driving the vehicle on the interstate going 75 MPH it would have a horrible vibration and my ABS light, BCI malfunction light, 4WD, collision detection light all came on. I was not able to use cruise control along with my 4WD. Since I was not happy with the service I received at the Monument location I took it to the Brakes Plus in ***********. I was insured that they went over it with a fine tooth comb and that everything was installed correctly. About 3 weeks later I had the same thing happen again with all of the same vibration and dash lights coming on. After starting and turning the vehicle off and back on twice my lights went off but still could notice that the vehicle was pulling and slowing down at an excessive speed as soon as I would let off on the gas without hitting the brake pedal. After driving 2 miles we got home and the driver side rear rotor was so hot it was glowing red and you could feel the heat coming out from it. I took it to the dealership. Per the dealerships notes; checked car and found code for left rear wheel speed sensor. Checked further and found left rear brake keeping wheel from turning. Checked further and found clamp on brake line making brakes stay on. Removed clamp and wheel turning normal now. Replace rear pads, rotors due to excessive wear and recheck for possible hub and sensor. The mechanic said there was so much wear on the rotor that it looked like a vinyl record. I decided to pay even more out of pocket and have the dealership replace the pads and rotors so that I know it would be done correctly and I wouldnt have to keep coming back.The initial fee at Brakes Plus was $974.29 and the ****** dealership was $933.83

  Business response

  10/14/2024

  We have been in contact with ******* discussing the matter and after reviewing all of the documentation and the conversation's we feel that we made a mistake and are willing to reimburse ******* $681.87.  That is the amount she paid at the dealership to repair the issues on her vehicle which we failed to identify and repair on the multiple visits in our store. ******* was adamant about getting a full refund and stated she will never do business with ** going forward even though she has a lifetime warranty on the front brakes. The front brake service is still in working order and has no workmanship or product issues so we feel a full refund is not granted. We stand behind our work 100% and feel that we are solely responsible for *******'s out of pocket expenses at the dealer for $681.87. ******* was declined this offer and stated she wants to pursue justice utilizing the legal system. At this point we ended all communication due to not coming to a reasonable agreement. We do feel for the ******* and tried to explain we can't refund a product that is still in working order however we can refund you for you out of pocket expenses caused by our mistake. 

• Initial Complaint

  09/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WENT AT THE END OF 5/2024 TO HAVE ** REPL**ED PAID $2300.00 TOLD US THE CAR WAS READY, WENT TO PICK UP WITHIN IN 5 MINS CAR WAS NOT FIXED STILL BLOWING HOT AIR, THEY HAD TO KEEP THE CAR ANOTHER DAY WHICH WAS AN INCONVENIENCE FOR US AND WE HAD ALREADY PAID FOR SERVICES, I WAS WITH MY HUSBAND ****** ******, I WAS CRYING IN THE LOBBY AND TRYING TO EXPLAIN TO THEM WE NEEDED THE CAR B**K YOU SAID IT WAS FIXED WE PAID YOU HE MADE ME FEEL AS A WOMAN THAT HE DID NOT CARE BUT TREATED MY HUSBAND DIFFERENTLY. ****** THE STORE MANAGER TOLD US IT WAS A FAULTY VALVE FROM ********** AND HE NEEDED TO KEEP THE CAR ANOTHER DAY. THE NEXT DAY *** PICKED THE CAR UP ** WAS GREAT HE SAID HE REPL**ED THE *** AS WELL, BUT NEVER CALLED AND ASKED US TO FIX THE *** SO WE DID NOT AGREE TO HAVE THAT REPL**ED, HE JUST DID IT. ****** OFFERED TO GIVE US A FREE OIL CHANGE AS WELL TO GIVE HIM ANOTHER CHANCE. MY HUSBAND WAS DRIVING FROM WORK ON THE FREEWAY ON 9/20 SOMETHING FELL OFF THE ***** IN FRONT FRONT OF HIM, HE HAD NO CHOICE BUT TO RUN THE OBJECT OVER, I FILED A CLAIM WITH MY INS GEICO, TOOK IT TO ******** COLLISION WHERE THEY FOUND OUT BRAKES PLUS NEVER PUT A CLAMP LOCKED ON THE **** FROM MY RADIATOR WHEN THEY DID THE ** AND THAT CAUSED THE FLUIDS TO ALL LEAK OUT AND ALMOST RUIN MY ENGINE WHEN IT OCCURRED AND HAVE US TO BE WITHOUT A CAR FOR DAYS USE A RENTAL CAR AND HAD A CLAIM WITH GEICO. IT IS DOCUMENTED IN PAPERWORK. ***** AT THE ******** PL**E STATED THEY DID NOT HAVE IT LOCKED IN PL**E IT WAS BRAKES PLUS ERROR. TRIED TO GET CORPORATE OFFICE NUMBER FROM ****** HE HUNG UP ON US 9/25 AND PROCEEDED TO HARASS MY HUSBAND VIA TEXT THAT IS UPLOADED. I AM CONSIDERING PRESSING CHARGES AND COURT. THIS IS NOT RIGHT WE COULD OF HAD SERIOUS DAMAGE TO OUR CAR AND WOULD HAVE NEVER KNOWN AS WELL AS YOU DO NOT TREAT CUSTOMERS THIS WAY NO MATTER HOW YOU FEEL. IT IS LEGALLY DOCUMENTED THEY MADE THE MISTAKE AND **CEPTED THEY DID BY THEM WILLING TO **CEPT IT IN THE DOCUMENTS. WE PAID TO HAVE THIS FIXED CORRECT

  Business response

  09/26/2024

  9/26/2024

  I reached out to ***** ******** on 9/26/2024 to discuss the issue after I was alerted to the complaint through our normal channels.  She was wanting someone from corporate to contact her.  I explained to her that I am from corporate.  She told me that ****** ****** would be contacting me.  While updating the complaint, I received this notice from the BBB.  I still have not heard from Mr. ****** at this time. 

   

  This vehicle did have an ** System repair on 5/29/2024.  *********** repair quality control check it was found that the ** Expansion Valve was not regulating the ** system pressure properly.  Brakes Plus then replaced the faulty Expansion Valve at no cost to the customer.  *********** check after that repair it was found that the **/Radiator Fan was not operating efficiently which caused the original ** Compressor to fail.  As a courtesy Brakes Plus replace the **/Radiator Fan Assembly at no charge to the customer.  The Radiator and/or Hoses were disturbed during this repair.  ******** Collision repositioned the Hose Clamp, filled and bled the cooling system and ran a computer scan on the system to make sure no further repairs were needed.  It was found that the system has abnormal coolant temperature readings possibly from a thermostat starting to fail.  

   

  The customer is asking for a full refund on the ** System repairs which is excessive.  The **/Radiator Fan repair is what caused the hose clamp issue.  Brakes Plus did not charge the customer for this repair and also took care of the problem found at ******** Collision.  As far as this is concerned, given that the ** System is still functioning as designed,  the only refund would be the **/Radiator Fan repair.  Brakes Plus did not charge the customer for this repair, so there is nothing to refund.  We have attached the other two invoices for the repairs showing the original repair as well as the invoice for the additional repairs performed at no cost to the customer.

   

  Thank You,

   

  **** Pederson 
  
  AZ Central Regional Manager
  
  **************************************************************** Centennial , CO , 80112
  
  Direct : ************

   

   

  Customer response

  09/26/2024

   
  Complaint: 22343052
  
  I am rejecting this response because:

  the issue is not with the things they stated were done for us as a courtesy. Some that were done without out our approval or even being notified. The issue is with you stated you did touch our hoses and it was found that brakes plus did not close the clamp therefore causing all of our fluids to come out of our system. This was not an accusation from us but factual and noted from the company my car insurance used for my claim. There could have been extensive damage done to our engine because of the clamp on our hose not being placed properly by brakes plus. 
  
  Sincerely,
  
  ***** ******** (*****)

  Customer response

  09/27/2024

  Hello, I just spoke to my Husband ****** and he an I agree that they should pay us the $2300.00 back because the job was not completed correctly the first time with the clamp not being properly installed and we were fortunate to have gone this long without it coming apart sooner, had it some apart any other way beside the accident we were in that caused it to finally pop off we would not have been able to go to Brakes plus to have them fix the problem because ****** states it was not their fault however **** spoke to my husband on his cell yesterday where the calls are not recorder agreed it was their mistake with the clamp. The point to this entire issue is the neglect from them could have caused major damage with my engine and with us having only one vehicle to get to and from work, this would have probably made us lose both of our jobs, we are grateful that the engine is fine, but for them to say the job was completed when clearly it was not completed, they were neglectful on the Brakes plus side with the safety of our car. It makes me sad that they would not understand our part and as a woman I was treated completely different then my husband. As far as the fan goes if you look at the previous first invoice it was not even listed on the inspection and which it should not have been and all of a sudden when we took the car back to them with in 5 mins of us picking it up and the air was still not working they noticed we had a faulty fan, then they chose to put it on our car without asking for permission and or calling us to notify what they had found, I feel as though they realized they made the mistake the first time  and  were trying to do whatever they could to make the situation better. as far as the collision shop that found the clamp that brakes plus did not place correctly, they spent 30 mins with us when we went to pick up the car explaining exactly what happened and what could have happened and there was no mistake it was never place by Brakes plus securely causing all of the fluids to come out. Then we just call to get the corporate number from the shop and get told well we did not have to pay for it, I would have paid for the repairs myself had I been given the option  but Brakes plus decided to trade services with the collision shop and again we were not notified. If Brakes plus is not willing to apologize and make this situation correct and see the severity of the situation and the way you speak to your customers, than please help them to understand this is not right, we would like our Full $2300.00 but if you see they will not pay then at least they can pay us half of the $2300.00. Thank you for your time and help. 

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Issue occurred on 9/17/2024. I went into Brakes Plus because they advertise on their store front Free A/C. I was having issue with my A/C now blowing cold air from my Kia ******** ****** or Ilijah not sure how he spells his name registered me in the system and told me to wait a few minutes. We'll 1 hour and a half passed and they pull my vehicle out of the garage and tear up the cover underneath my vehicle and tell me I'm all set. They completed the work without any knowledge of me agreeing to it at first and said that all components were working properly and they only thing that was needed was a refrigerant recharge. They stated come back in a couple of days if you are having any issues which I did have. After two days on 9/19 I had to take the vehicle back because it was blowing hot air out of my vents again. They tried to get away with the bottom cover ripped off until I stated to them that's not how much vehicle was when I brought it to you. They went ahead and lied and said it was missing clips and they got it secured with zip ties. They lied from the beginning stating there were no leaks detected when I took the vehicle to them and now they were able to determine the leak. ****** ****** the manager there stated that this was all a fault because of ****** and it wasn't the first time he had issues with him and that he was going to terminate his employee. He said what can we do to make everything right I said just refund my total amount back to me so I can take it elsewhere where they know what they are doing and wouldn't do the same thing to me. ****** ****** called me on 9/21 stating he was able to get the full refund of $471.89 approved and that I would receive a check within 7-14 days. Then 15 minutes later his district manager calls back stating he would only refund $100 to me. Not what I was told and I want my money back as I was robbed and the work wasn't completed correctly.

  Business response

  09/21/2024

  To whom it may concern, 

    In response to Mr. ******* request for refund, we are refunding the amount of $100.00 as the services rendered were to his satisfactory the day he came in for service.  When I talked to Mr. ***** he told me that as long as the A/C was blowing cold he was satisfied with the service.  Mr. ***** was instructed properly as he mentioned to return the vehicle for a reinspection on the A/C system to check for leaks as this is part of our procedure in determining if the A/C system has a leak that will not surface during the time of service.  As a reminder, Mr. ******* original concern was the A/C was not blowing cold.  His vehicle was void of freon at the time of service.  Unfortunately, 2 days later, all the freon leaked out of Mr. ******* vehicle in which we determined there was a line that was causing the leak.  Mr. ***** does not want to fix that line, instead he wants his full refund back for services rendered that he agreed to at time of check out during his initial visit.  We stand behind the services rendered and will honor the refund amount of $100.00 which is the labor required to perform the A/C service minus the discount coupon that we gave him of $25.00.  

  Customer response

  09/21/2024

   
  Complaint: 22315068
  
  I am rejecting this response because:

  The manager of Brakes Plus ****** ****** called me already with a guarantee that the full refund was granted and that they were issuing a full refund back and that a check was being issued for the full amount and that the check would be received within 7-10 business days, this is after the fact that ********* already sorted the issue out with his district manager and they agreed to issue the full refund. The work was said to be completed that day after not being advised what the issue was with the vehicle when going in for the free A/C check that was advertised on their store front. That is all I went in for to get the diagnoses of the A/C issue I was having. After dealing with ****** I was told it would take a few minutes to diagnose the issue and instead I was there for an hour and a half to be told the issue was taken care of with a bill amount of $471.89. Well the issue was not resolved. The major issue of not diagnosing the vehicle correctly and fixing the actual issue of a leaked high pressure hose was not determined when I entered the store for a free A/C check. Documentation was provided with them clearly stating a leak was not detected on the intial visit. When they pulled the vehicle out front I noticed that the bottom cover underneath the vehicle was ripped off and hanging off my vehicle I stated to them that this is not how my vehicle looked when entering your shop. Their employee stated it was missing clips and that's why it was hanging. There weren't any clips missing and I have a witness whom is a mechanic that will state the same because he checked the vehicle himself a few days prior. They went ahead and said we will zip tie the piece back which they ruined. When I asked why the work was completed they stated to me I apologize as ****** should have relayed the information to you but we didn't know where he was as he was taking a number 2 in the bathroom and was in the bathroom for 30 minutes. Everything went wrong from the beginning of a trip that was supposed to just be a diagnoses. I was lied to not only from ****** but also from the Manager ****** ****** for guaranteeing the full refund for services not done correctly from the start. The only thing that they did was a recharge adding more refrigerant to the vehicle so that it would temporarily blow cold air to get me to pay and leave with the vehicle blowing cold air as it was blowing cold air a day prior to me entering brakes plus a day before. I entered brakes plus for the fact that the vehicle was blowing hot air and there was a leak prior to entering brakes plus for the free a/c. $100 refund was denied because I was advised a full refund for the work not being completed with the initial free A/C checkup and for them not diagnosing the leak then. I was also advised from ********* that this was not the first time they had issues of this sort with his Employee ****** and that this would lead to his termination because of Prior write-ups. ****** ****** then stated I just need the full refund to be guaranteed from my district manager and would call me back. I did then get a call from ****** and he stated that the full refund was approved for, and that a check would be issued for the full amount of $471.89. 15 minutes after getting his guarantee, his district manager calls and states I will refund $100 to you and I quickly denied his claim and told him that ****** ****** had just called me and guaranteed the full refund. He said well I'm calling to tell you it's only $100. I would like the full refund for the mis-diagnoses and mis communication between the employee and manager ****** ****** and the district manager. Documentation was provided in previous complaint showing that they clearly did not diagnose the issue and they wrote it down stating not leak detected which there was because my A/C was blowing hot air when I brought it in to get diagnosed. Full refund according to the conversation with ****** ****** guaranteeing it was not issued. I would like a full refund as was explained to ****** I would be taking it to another mechanic to get the work done the right way. 

  
  Sincerely,
  
  **** *****

  Business response

  09/27/2024

  To whoever it may concern, 

     The splash guard was hanging and missing clips when the vehicle initially came into the shop.  We refastened it at no charge for Mr. **** during that visit and I have provided pictures of that.  Again, Mr. **** agreed to the A/C charge as long as the vehicle was blowing cold, which it was.  I want to reiterate that the A/C system was VOID of freon at Mr. ****** initial visit.  We told Mr. **** to return after a couple of days to double check for an A/C leak which is part of our recheck process.  When he returned, that's when we found the A/C line leaking.  I also provided a pic of that line. We offered the repair to him, and he declined.  

    We stand behind the services rendered and only agree to a $100.00 refund which can be done at the facility.  Mr. **** agreed to that service initially at check out.  We did not see ANY leaks during his first visit when we performed our free check.  Again, the vehicle's A/C system had 0 freon in it.  We have 0 control over where the vehicle will leak from that's why we ask every customer to return after 2 days for a reinspect on the system.  Unfortunately, Mr. ****** vehicle had a leak big enough to lose the freon after a couple days of driving.  We will NOT refund any more than $100 as Mr. **** agreed to the charges at checkout.  

  Customer response

  09/27/2024

   
  Complaint: 22315068
  
  I am rejecting this response because: The Manager ****** ****** already guaranteed me a full refund for the original amount stated of $471 and some change after stating it was approved. They are wanting to now return only $100 dollars so that they can retrieve the other $371 for refrigerant that leaked again from the vehicle as that was the original reason the car was brought in. Refrigerant leaked out to begin with before entering Brakes Plus and that being the reason I went in for the Free A/C diagnoses. The vehicle was not diagnosed correctly as they should've checked all components at the initial free A/C before charging the customer for Refrigerant to be added and not fixing the issue correctly. What is the part that they are stating needs to be fixed in order for the A/C system to be correctly fix and working properly ? They received many complaints and one star reviews specifically within the same week I had an issue with Brakes Plus with other customers complaining about them trying to upset them into spending more while they were there. I just want them to stand firm to ****** Sissacs phone call stating that the full refund would be issued. I also would like for them to state was they believe the part is that needs to be replaced so that the same issue wouldn't occur where they just add $371 of Refrigerant to just leak out completely after just one day. 
  
  Sincerely,
  
  **** *****

  Business response

  09/27/2024

  To whoever it may concern, 

    In response to Mr. ******* rejection, we stand behind the service that was provided.  Mr. ***** authorized the transaction at checkout as long as the vehicle was blowing cold.  The vehicle left with a full charge of freon, and the system was blowing cold when he left.  Again, as per our processes, Mr. ***** was instructed to return the vehicle to perform a secondary leak check.  Unfortunately, the leak was substantial enough to lose the entire freon charge.  This is out of our control.  We followed all the necessary procedures to determine the cause of the leak, and we found that line leaking.  I provided pics in our last comment.  We offered that repair to Mr. ***** and he declined those repairs.  

    General Manager's cannot make decisions such as this without the approval of their superiors.  That is our process.  After reviewing the circumstances in this situation, a refund in the labor for the services rendered minus the $25 off coupon is fair.  The vehicle had a leak which lost ALL the freon.  That leak is from a failed component on Mr. ******* vehicle and NOT from poor workmanship/service from our facility.  We will gladly refund the $100 when Mr. ***** is ready to receive that amount.  We can perform that refund at the facility.

   

  Best.

  ****** ******

  RM Brakes Plus

   

  Customer response

  09/27/2024

   
  Complaint: 22315068
  
  I am rejecting this response because:

  Mr.****** ****** stated that he spoke to the higher up and that they approved the request for a full refund. That's why ****** contacted me stating that the full refund was approved and that it would be issued within 7-14 days from the date of that conversation. Once again if they are claiming that they would perform additional services to fix the part that is the issue, I would like for them to state what part is the component they believe based on their diagnoses that needs to be replaced. I have not been told what the part is that needs to be replaced. Their initial check and second check that was made they did not specify the issue that would correctly fix the issue without a complete discharge of the refrigerant as is what happened after they claimed the issue has been fixed the first time. I will try to provide the phone conversation that was had with ****** ****** where he stated that the higher up department already approved the full refund with the guarantee on his behalf that stated it was be issued in 7-14 days. 

  
  Sincerely,
  
  **** *****

  Business response

  10/03/2024

  In response to your rejection,
    In my last response I provided a picture of the a/c line that was leaking.  That line was shown to you during your second visit with us.  This line is the source of the reason why you visited our shop to begin with.  Unfortunately, we could not determine the source of the leak without performing the service you paid for.  We followed the proper procedure to find the leak and we have no control over where that leak will surface.   
    Again, when it comes to the refund itself, the General Manager cannot make that call without my approval.  ****** was under a lot of pressure during the interaction between the two of you and he made a call that he didn't discuss with me first.   That's when I called you.  
    Mr. ****** you have to reason with me here.  The $471.89 you are asking for includes the gas that was lost by the leak from your vehicle.  That leak is from wear and tear, not us.  $100 of that amount was the labor.  The rest of it was the 1234YF gas that we used to charge your a/c system with.  

  Customer response

  10/03/2024

   
  Complaint: 22315068
  
  I am rejecting this response because:

  Again all your stating is that you've provided a picture of the A/C line that was leaking. What A/C line is that what is the correct part that needs to be replaced in order to correct the leak. It was not the low pressure hose so what has the diagnoses on your end determined even after returning the vehicle for the second time. I was never told what part needs to be replaced to fixed the problem. Now you are changing your story and finally agreeing that the General Manager cannot make a call without your approval. As a manager operating a store you should expect being under pressure, but at the same time you're clearly stating that he lied to me when he stated he got the approval from the higher department that he needed in order to guarantee the full refund of $471.89. You are asking for me to reason with you for miscommunication between the employees and your general manager, but I need you to reason with me and agree that you're manager running the show did not do his job correctly and lied to his customer. Unfortunately this is a case where you should agree to take the loss or your manager should take the loss for not doing his job correctly and guaranteeing something on his own after being told he got his higher departments approval. I still believe that $100 refund is not the proper way to settle this and believe I should receive the full amount as guaranteed by your general manager who whether under pressure or not stated he guaranteed. Please sort this out with your general manager and determine who will give the full refund as it was already guaranteed on his end. You chose to make him the general manager, I'm just the customer I did not make that decision. So whether you decide it is the loss of the company or whether he should be deducted pay for the $471.89, the customer should not have to be punished for his guarantee. 

  
  Sincerely,
  
  **** *****

  Business response

  10/08/2024

  To whom it may concern, 

    The clarification on for Mr. ******* response to, "What line do I need to repair...", is there is a liquid line coming off of the compressor that needs to be replaced.  That line was shown to Mr. ***** at the time of repair.  He did not want to replace it and requested we release his vehicle.  We did just that.  Let me know if there is any more information you need from my end to hopefully put this to bed.  Thanks for your help.

   

  Best,

  ****** ******

  RM Brakes Plus

  Customer response

  10/09/2024

   
  Complaint: 22315068
  
  I am rejecting this response because:

  When you state there is a line connecting to the compressor what is the part called that needed to be replaced because there are many lines and don't refer to photo shown but be more specific to what part needed to be replaced ? Is it the higher pressure line ? Be more specific please as the diagnoses was said to be completed. I will respond back once the correct line is stated. As per the last response I still demand a full refund as guaranteed by your general manager ****** ******. Your previous response of him being under alot of pressure and lying to me that he received approval from his higher *** and that I would receive the full refund in 7-14 days does not align to what his higher *** called and told me after he granted his guarantee of a full refund. Responsibility should be held on Brakes plus for the full refund or out of ****** Sissacs pay if Brakes plus does not want to agree with their general managers guarantee. Based on your last statement you're agreeing that ****** also guaranteed the full refund but was under alot of pressure unfortunately that is part of his job and that's why he is the general manager. No customer should have to be responsible for the actions of Brakes Plus general manager. He should've never guaranteed the full refund knowing that the whole Diagnoses went wrong from the beginning. 

  
  Sincerely,
  
  **** *****

  Business response

  10/17/2024

  In response to Mr. ******* question, "When you state there is a line connecting to the compressor what is the part called that needed to be replaced because there are many lines and don't refer to photo shown but be more specific to what part needed to be replaced ? Is it the higher pressure line ? Be more specific please as the diagnoses was said to be completed."

    You are correct on the line.  It is the high side pressure line (discharge line) coming off of the compressor.  

   

  Best,

  ****** ******

  RM Brakes Plus

  Customer response

  10/17/2024

   
  Complaint: 22315068
  
  I am rejecting this response because:

  Now there is proof that they did not in fact diagnose the issue correctly because it is not the high pressure hose that was leaking but in fact it was the suction hose that was leaking. This here clearly states that the work done was not done correctly from the start and when diagnosing the issue as was the reason for my visit with the free A/C diagnoses advertised on your store front. I have added documentation as proof from *** dealership that has in fact diagnosed the vehicle the right way and performed the repair. I demand full responsibility for mis-diagnoses and demand the full refund as was guaranteed from General Manager ****** ******. This clearly shows that they were willing to charge me additional money to repair the incorrect part which would've led me to waste even more money without the vehicle being fixed as they did the first time. Now respectfully please issue the full refund and take this out on your general manager and employees at Brakes Plus for not diagnosing the vehicle the correct way and stating I did not want to have the issue repaired after your false diagnoses and saving myself from wasting more money for work that would not have fixed the issue. Enough of the back and fourth and take responsibility for all actions done on your behalf.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  09/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called this business Monday afternoon, asked about brakes. They told me to bring my van first thing in the morning, it would take 2 hours max.I took my vehicle here Tuesday morning @730 am 9/10/2024 for brakes. I was told it would take 2 hours, they called a lift ride home, said they would have one pick us back up to gwt the car. I called to ask if the brakes had been finished, they said no, it would take longer, because they got the wrong ones, but wouldn't be long. 5pm rolls around, they finally are through, we pay, get the car, drove one block, and had to take it back- it was making a horrible sound when you press the brakes & smelled like metal burning! They put it back on the rack, said they couldn't figure out why it was doing that, but it was probably the rotars weren't done correctly- but it was safe to drive, and I could bring it back so they could figure it out. I missed all day at work, my kid missed her soccer ************** The next morning I drove it to work. When you hit the brakes, it literally will jerk you in the next lane, it's burning something, wobbling worse, and sounds awful! I want my money back, I'll take it to someone who knows how to do a brake job. I also want to be reimbursed for 5 hours of work that I missed, because because they said 2 hours, and it took 10 hours, and I couldn't get to work. It's worse now than when I took it. And they told me parts and labor would be 248, bit charged me ****** after a 25 dollar coupon

  Business response

  09/27/2024

  After initial issue, customer took vehicle to a different ********************** location where we re-did her front pads and brake flush along with putting front rotors on at no charge. We did find there was an additional brake pad charge on her original invoice which has since been refunded. 

  Customer response

  09/27/2024

   
  Complaint: 22276509
  
  I am rejecting this response because: I missed 2 days of work because of this shops negligence, $480.00,  paid someone $50.00 to take my child to school, and me to work, my brakes are still squealing & when the brakes are pressed, my car jerks to the side real bad. I should NOT have to pay someone else to fix the car, I already paid Brakes Plus to do!
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was totally dissatisfied vehicle was given back and the shop did not fix the problem no explanation was given the shop did not even explain what was wrong with the vehicle until I called them and ask for and explanation unexceptable this is a horrible shop bad customer service and bad business.

  Business response

  09/30/2024

  Reached out to customer waiting on response so we can get this resolved ASAP.

• Initial Complaint

  09/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In March of ***************************************************************************** the parking lot where my husband worked. We took the vehicle to Brakes Plus for repair and they installed the part after a several day waiting period.The vehicle failed its emission test for registration yesterday (9/8/2024) and we took the vehicle back to Brakes Plus for diagnosis. We received a call back saying we would need around $2,000 in repairs done because the catalytic converter was bad. We reminded that that they had just replaced the catalytic converter and they had to call us back so they could research this(?). When they called back they said they found the records and that unfortunately the manager at the time we had the work done on our vehicle was buying sketchy parts and that he was no longer with the company. We were quoted over $1,700 to complete repair. My husband told them that we had been loyal customers of theirs for years and that we did not feel it was reasonable that we have to pay the replace a part we already paid over $1,400 for as we had no idea that the part was sketchy and we had trusted them to complete the repair. We were then told we could get the repair for $980 but that they cannot come down from there. It does not seem ethical for them to charge us to redo what we have already paid them to do, we should not have to pay for their negligence- even if the manager at that time is no longer with the company.

  Business response

  09/19/2024

   On March 3rd,2023, we did a diagnostic service for *** ***** and we found that the vehicle had a faulty Catalytic Converter. We also found that the vehicle required new Oxygen Sensors. *** **** approved the Catalytic Converter and the sensor to be replaced,and the total repair costs amounted to $1,412.22. The actual cost of the part for the Catalytic Converter was $555.15.
  On September 10th,2024, *** **** brought his vehicle back to ** because the check engine light was on. At this time, we identified that the vehicle had a faulty Catalytic Converter. *** **** asked why the Catalytic Converter only lasted a year and a half. We advised *** **** that unfortunately sometimes the economy parts do not last as long as the factory OEM parts. At this point Mrs. **** got involved and told us that she was under the impression that we installed a ***** OEM part back in March. We advised both *** and Mrs. **** that we did not use or charge for them for a ***** Catalytic Converter. A new ***** Catalytic Converter cost $2,428.47 for just the part.
  At this point Mrs. **** requested to speak with myself and the store manager to see what could be done. We decided that what we thought was fair would be to not charge the customer any labor to replace the Catalytic Converter and we would also give the full amount of money they paid for the original Catalytic Converter off the replacement part. We told them we would stand behind the part and labor charged to them in March to make this situation right. So, we installed a new Catalytic Converter and did not charge any labor and only charged the difference in cost over the $555.15 we discounted off for old part. *** **** paid $709.42 and left our store.
  
  To conclude we originally charged $555.15 for the part and $222.00 for the labor to replace the Catalytic Converter in March and we discounted $777.15 off the current total to make sure they got back 100% of what they paid us for the Catalytic Converter. When asked why the Catalytic Converter was now more expensive we advised them that due to Colorado law changes all Catalytic Converters now must meet higher standards for emission and environmental reasons so that eliminated the sales of the economy parts. 

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hope you are doing well.I am writing to let you know about a recent issue I encountered following a service provided at your facility. On 1st August 2024, I visited Brake Plus for an oil change, during which your executive recommended that the axle of my vehicle be replaced to prevent a potential leakage of transmission fluid. Although there was no visible leak then, I followed the recommendation and proceeded with the axle replacement, which cost me $700.Unfortunately, two weeks later, a warning notification appeared on my car screen stating "Trans emergency, can continue driving." Concerned, I returned to Brake Plus, where your technician was unable to diagnose the problem and suggested that I visit a ********** showroom for further evaluation.The showroom technicians discovered that the transmission fluid was leaking due to improper installation of the axle. This oversight has caused damage to the transmission, which they reported as a direct result of the faulty axle installation.Given the circumstances, I respectfully request compensation for the cost of the axle replacement and coverage for the repairs needed to address the transmission damage. I have attached the report from the ********** executive for your reference.I would appreciate your prompt attention to this matter and look forward to your response on how we can resolve this issue amicably.Thank you for your understanding and *************** regards,Sai ******** ****** ********** ********** Jetta, 2020

  Business response

  10/01/2024

  This vehicle was towed back to brakes plus at our cost to check on previous repair. After cleaning up all the fluids under the vehicle we discovered no issues with fluid level and or the repair on the axle seal. We have done several test drives with no issues and or leaks. The customer has been called and informed via voice mail but will not call back or come pick up his vehicle. This vehicle has been done for over 3 weeks with no response from consumer. 

   

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 25, 2024, we took my son's car to Brakes Plus in order to have his brakes fixed. We had been at the dealership and they told us that brakes were so bad (worn down) that they didn't even recommend we drive it to be fixed. We were originally quoted $660, which jumped to $1100, then $1700, which was changed once they realized the booster they were going to put in the car didn't work. Eventually, they settled on an overall fee of $1107.42 which was set up on a payment plan. We picked up the vehicle on Saturday, July 27th, and delivered it to my son's place of work so he could take deliveries. We discovered when he came home that night that the brake lights would no longer turn off, even when the car itself was turned off. This subsequently drained the battery, which mean the car had to be jump-started (twice). We ended up taking the vehicle to another shop where they discovered that while it was at Brakes Plus, the new master cylinder placed by Brakes Plus had a leak in it, battery now had to be replaced along with the brake switch, and the booster was bolted on wrong and had to be replaced. All of that work meant that we now owed the other shop over $1700.00, in addition to the fee for Brakes Plus. This was upsetting as Brakes Plus essentially left the car in worse condition than it was when brought to them. We simply cannot afford to pay two shops to correct the work done by the initial.

  Business response

  09/30/2024

  Attn BBB:

  We have refunded  ***** ***** $637.48

  
  
  
  
  ****** J.*********
  Regional Manager *****, ********
  
  

   

  Customer response

  10/01/2024

   
  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

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Brakes plus has a coupon that offers an alignment for $67. When I made the appointment for an alignment, I mentioned the $67 alignment coupon. I was advised to provide the coupon upon completion of the work. After the work was completed, brakes plus did provide a discount, but did not honor the $67 alignment cost on their coupon. I was charged $10 more, $77.

  Business response

  09/04/2024

  I received the complaint  on 9-4-24 I immediately called the provided phone number and  l/m 9:59 am. I Emailed as well. 
  Called phone number on attached work order on BBB complaint and left message. 11:37am.

   

  I received a call back from ****** at 11:53 am Spoke with ****** and discussed the situation and we agreed to refund the repair due to not fulfilling the coupon price. ****** is 100% happy and will be responding to BBB explaining that we handled this matter.  We refunded the $79.00 and thanked him for the opportunity to make it right. SO#***********

  Customer response

  09/04/2024

   
  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

  09/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the Brakes Plus on 3571 Tower Rd in Aurora *** They replaced my brakes on 24th of August. On Friday August 30th My car sounded like I was dragging metal under neath. I called Brakes Plus and they stated they couldnt get me in until the following Saturday. My car was having difficulty stopping and the sound was getting worse. I decided to take it to Brakes Plus that Friday evening. The assistant Manager stated he could not get me in until the following day in evening which was conflicting information that he told me on the phone ( he said I could be helped Saturday morning first thing) I asked to speak to manager who then agreed for them to inspect vehicle at that moment. Everyone noticed the noise and they noticed that the caliper was sticking out because it was not secured properly with a bolt. The employee who worked on my vehicle previously starting throwing his tools around because he knew he messed up. My rim was completely messed up from the caliper not being secured. They asked how they could make things right after giving me a hard time. Not one of them was concerned about the fact that my vehicle brake system was not functioning properly and caused a safety issue for me and my family.

  Business response

  09/13/2024

  The caliper bolt was replaced as well as all other caliper bolts checked to make sure they are properly secured. A replacement rim has been ordered and an appointment has been set with the customer to have that installed. 

*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. ↩