ComplaintsforBrake Check

Brake Services

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Initial Complaint
11/04/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had my ***** Spark serviced at the Brake Check location on **************************************************, and I arrived to pick it up on November 3rd. I paid a total of $1,296.59 ( ********************************************************************************************** ), but the workers noticed that they had broken my keys after payment. They told me they must have accidentally broken the keys inside the ignition, and I had to wait over 4 hours for a locksmith to come and take a look. He found that there wasnt any part of the key inside the ignition and that they workers had simply broken the key off the fob and lost the other piece instead. This mistake caused me to have to replace the entire ignition in order to get a new set of working keys, all because the original was lost. The locksmith charged a total of $937.65 (********************************************), and the workers that caused this did not offer any help in paying this. I believe like I should be refunded the $937.65 as I left with more car troubles than when I came in with, and I had no choice but to pay the locksmith as I had to get my car off the lot.
Business response
11/04/2024
Hello ***** *******,

Thank you for contacting the Brake Check *************** We sincerely apologize for the experience you've had at our stores. We appreciate you reaching out to us so that we can make things right. We will forward your email to the Area Vice President for the store. He is the one who can authorize refunds or reimbursements. He will also address this situation directly with the store's manager as a coaching opportunity.

We greatly appreciate the opportunity to make things right. Again, we apologize for the experience you've had.

Thank you
******* ******
Customer Service
************
Initial Complaint
10/31/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Just want a refund lies lies 2 hours to wait than 5 minutes after a employee explain the problem Im like ok and wow ok your car is ready oh yea I went in because of a squeaky nose passenger back side he like the hard ware is lose oh but than he like since it was loose thats why squeaky sound. Says well put another break pad and have to cut rotor I literally saw them and they just put the same parts back on 90$ and than he like all right I took it for a drive no squeaky sound gives keys I drove off wow its all squeaking still long story short now tell me its my axel differential thats why squeaking Im like well you couldnt say that from the jump charge my 90$ now Im still stuck Break check just not doing it right enough
Business response
10/31/2024
Hello ***** ********,

Thank you for contacting the Brake Check *************** We sincerely apologize for the experience you've had at our stores. We appreciate you reaching out to us so that we can make things right. We will forward your email to the Area Vice President for the store. He is the one who can authorize refunds or reimbursements. He will also address this situation directly with the store's manager as a coaching opportunity.

We greatly appreciate the opportunity to make things right. Again, we apologize for the experience you've had.

Thank you
******* ******
Customer Service
************
Initial Complaint
10/28/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Brake Check Boerne Location - I have a 1999 ***** Suburban K2500. In March 2024, I noticed that I had a brake fluid leak from rear wheel that turned out to be a bad wheel cylinder. I went to Brake Check on 3/28/24 and they replaced the rear wheel cylinders (both sides) and installed new brake shoes. The service manager ***** gave me the truck back after paying $623.72 and the braking was worse - brakes to floor and brake light came on. She said they bled the system properly and that something else was the problem. She suggested I replace the master cylinder - which they did 3/29 for $290.18. Did not fix the problem. I asked them to inspect the work they did on the rear brakes and they declined to do so, now saying it was the hydroboost that was the problem. I bought a new booster for $240 and installed it - no improvement. They then said it was a collapsed front brake line. I had another shop replace brake lines and put another master cylinder in because the one brake check installed was leaking- again, no improvement. I asked Brake Check to warranty their bad master cylinder out in June 2024 and they refused. My son is a new driver and he has been experiencing worsening braking performance. I went to see the Boerne location on 10/26/24 and asked ***** to inspect the truck again (as the rear brake shoes have a lifetime guarantee), and she refused to do so. I took it to *********************** and after inspection, they said that the rear brakes were so far out of adjustment that they were not functioning and the front brakes were doing 100% of the braking. Now the front brakes and rotors that were installed in 2023 are worn out and need to be replaced. I spoke with **** with Brake Check customer support about this multiple times and he and ***** were unwilling to help me resolve this problem. I'd like a refund of all brake check work - $2,207.71 - plus another $1,500 for the additional parts and labor I paid for to rectify this problem of negligence.
Business response
10/28/2024
Hello ***** *****,
We sincerely apologize for the experience you've had at our stores. We appreciate you reaching out to us so that we can make things right. We will forward your email to the Area Vice President for the store. He is the one who can authorize refunds or reimbursements. He will also address this situation directly with the store's manager as a coaching opportunity.

We greatly appreciate the opportunity to make things right. Again, we apologize for the experience you've had.

Thank you
******* ******
Customer Service
************
Initial Complaint
10/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I took my car in twice for a brake issue within a few weeks. I spent thousands of dollars there and my issue was not resolved. My car Im not driveable due to no working brakes. Ive spoken to several managers (mostly ****** and **** or *******) and have been promised they would call me back after speaking to corporate for a refund. No one is calling me back and they said they have no number for corporate to give me because they call a 5 digit number
Business response
10/08/2024
Hello ******** *****,

Thank you for contacting the Brake Check *************** We sincerely apologize for the experience you've had at our stores. We appreciate you reaching out to us so that we can make things right. We will forward your email to the Area Vice President for the store. He is the one who can authorize refunds or reimbursements. He will also address this situation directly with the store's manager as a coaching opportunity.

We greatly appreciate the opportunity to make things right. Again, we apologize for the experience you've had.

Thank you
******* ******
Customer Service
************
Business response
10/21/2024
Hello ******** *****,
Our Area Vice President, ***** ****** should be contacting you. His direct number is ************.
Thank you,
******* ******
Customer Service
************
Customer response
10/29/2024
Complaint: 22384415

I am rejecting this response because:
They keep telling yall someone will reach out to me but noone has.

Regards,

******** *****
Business response
10/30/2024
Hello ******** *****,

Please be advised that our Area Vice President, ***** ******, has made several attempts to make contact only to no avail. ***** ******** direct number is ************. Please contact ***** ****** at your earliest convenience.
Thank you,
******* ******
Customer Service
************
Initial Complaint
09/23/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I have a 2009 ****** Tacoma that is a work truck for my business. I brought the truck in for routine brake work on 6/7/24 andwas told the work would take no more than a few hrs. I planned accordingly. Brake check broke one of the brake lines during the maintenance and said it would take another day to fix. It took 2. Then when I got truck back I noticed brake pedal go8ng to floor and brake light on. It was leaking a dangerous amount of fluid. It took another day of my work truck being out of commission to fix and they would not offer any compensation for the inconvenience created from their **************, just over 3 months later, it is leaking brake fluid again from the caliper they fixed twice. They are trying to charge me $300 to fix this problem that is documented to be caused by them.The manager over the store, *****, is very dishonest and confrontational and not willing to correct a problem his store created
Business response
09/24/2024
Hello **** **********,

Thank you for contacting the Brake Check *************** We sincerely apologize for the experience you've had at our stores. We appreciate you reaching out to us so that we can make things right. We will forward your email to the Area Vice President for the store. He is the one who can authorize refunds or reimbursements. He will also address this situation directly with the store's manager as a coaching opportunity.

We greatly appreciate the opportunity to make things right. Again, we apologize for the experience you've had.

Thank you,
******* ******
Customer Service
************
Customer response
09/24/2024
Complaint: 22317933

I am rejecting this response because:
I have already spoken directly with ******* ****** and the area Vice President **** who told me he would schedule a repair for yesterday, 9/23/24, yet nothing happened. **** called me on Saturday and said he would have my truck towed and repaired Mo day morning. I rescheduled all of my work based on ****** phone call, yet nothing happened and **** would not return any phone calls or texts regarding this issue. **** is deceptive and lied about resolving this issue. ******* has also been deceptive in dealing with this
Regards,

******* **********
Business response
09/24/2024
We are working with ******* ********** to try and resolve his issue. We are asking for his patience while we are looking into his issue.
Thank you,
******* ******
Customer Service
************
Customer response
09/24/2024
Complaint: 22317933

I am rejecting this response because:
It is misleading and false. Everyone I have dealt with, including *******, has lied to me.
I googled the phone number that called me claiming to be the vice president, ****, and it is a completely different name.
**** *********
i asked ******* about this and he ignored my inquiry. My patience ran out when the supposed VP told me he'd tow the truck Monday morning and did not follow through. Brake Check again wastes my valuable time and cost me money.
There has been zero effort on the part of brake check to correct their mistake and instead every effort to prolong and avoid responsibility.
My next step is to contact the ** AG
Regards,

******* **********
Initial Complaint
08/16/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 8/7/24 I took my car into Brake Check and asked them to take a look at my brakes. The main issue I was experiencing was that I had lost brake pressure, and my brake pedal would go to the floor. Brake Check technician asked me to come out and look over the vehicle with him. He covered a plethora of issues that he said were causing my brake issues. I gave him the go ahead to make those repairs. I was told this was a two hour job. At hour four I asked if there was something holding up the process of the repair. I was told the brakes had to bleed. At hour six I was called out to the floor again only to be told that the actual problem was something that Brake Check couldn't repair but this was after the $690.31 had been paid. I feel that Brake Check knowingly took advantage of a customer who does not have full car knowledge. Brake Check did repairs knowing that my car would still be in operable condition. I think praying on unsuspecting customers in this way is deplorable. When you hand over your car to someone you are trusting in their honesty and their good intentions. Brake Check displayed none of these characteristics. When I was in the lobby another customer was discussing the same type of incident, she felt she had been robbed. This location is taking advantage of customers.
Business response
08/16/2024
Hello ***************************,

Thank you for contacting the Brake Check *************** We sincerely apologize for the experience you've had at our stores. We appreciate you reaching out to us so that we can make things right. We will forward your email to the Area Vice President for the store. He is the one who can authorize refunds or reimbursements.He will also address this situation directly with the store's manager as a coaching opportunity.

We greatly appreciate the opportunity to make things right. Again, we apologize for the experience you've had.

Thank you
***************************
Customer Service Rep
************
Initial Complaint
08/15/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I recently had one of the worst customer service experiences at ********************** *****************. Lured in by their "free alignment check" advertisement, I clearly stated my intention upon arrival. Since it was late and I was on my lunch break, I even suggested returning the next day if necessary. To my surprise, a staff member confirmed they could check it right away. After about 10 minutes, I was shocked to receive a bill for an alignment service. I insisted I only wanted a free check, but was told the staff must have performed the service. Classic ************** With limited time to spare and without the manager or the initial staff member available, I reluctantly paid to get back to work. The next day, I discovered they had reset my maintenance light and replaced the oil change stickereven though no oil change had been performed. My mechanic and I were awaiting a specific part at 5% oil life left to facilitate a complete overhaul of my vehicle. Realizing the magnitude of the error, I called to address my concerns. The manager was defensive, claiming I misunderstood their offer, and abruptly hung up while I was speaking about the issue. Afterward, I reached out to corporate only to find them equally dismissive, making me feel like a nuisance for expressing my concerns. Despite returning for a service I was led to believe was free, there was no accountability taken for their mistakes. Its unbelievable how a business neglects integrity and customer trust. To make matters worse, I've been waiting over a week for a callback from **********************, with no update.
Business response
08/15/2024
Hello *******************************,

Thank you for contacting the Brake Check *************** We sincerely apologize for the experience you've had at our stores. We appreciate you reaching out to us so that we can make things right. We will forward your email to the Area Vice President for the store. He is the one who can authorize refunds or reimbursements. He will also address this situation directly with the store's manager as a coaching opportunity.

We greatly appreciate the opportunity to make things right. Again, we apologize for the experience you've had.

Thank you,
***************************
Customer Service Rep
************
Customer response
08/20/2024
Complaint: 22143735

I am rejecting this response because:
It's simply copy & paste material from when I first spoke to you ****************. Remember when you first dismissed my claims like I must not know how to comprehend between them checking it out & them actually completing a service I did not need. In addition to that, it has been two weeks that I've been waiting to hear from this individual with no attempts even been made to reach out to me in regards to this situation. Still Waiting......

Regards,

*******************************
Business response
08/20/2024
Please be advised we have turned his complaint over to our Area Vice President, *******************************. He will be representative that will make the decision on his complaint. We have notified him that ****************** rejected our initial response.

Thank you
***************************
Customer Service
************
Customer response
08/26/2024
Complaint: 22143735

I am rejecting this response because: Brake Check has done nothing to resolve the complaint. Brake Check has not been in contact with me since I submitted the last rejection of response, nor have then made any attempts to resolve the complaint.

Regards,

*******************************
Business response
08/31/2024
Please be advised we have made attempts to contact ******************************* to no avail. Our Area Vice President is *******************************. His contact number is ************.
Thank you,
***************************
Customer Service Rep
************
Customer response
09/08/2024
Complaint: 22143735

I am rejecting this response because I'm waiting to receive the refund in the mail first. Once that has been completed the case will be closed.

Regards
Initial Complaint
08/14/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went to get my brakes serviced about 2 weeks ago from Brake Check in *********. On 8/13 my driver front wheel started to make a grinding noise. I contacted the business and the *** didnt know what to do. He contacted his manager and was waiting for a response. I asked the company to have my car towed to the business so it could be repaired. They didnt do that, they drove to my home and repaired it in my driveway. My rim is and was compromised and damaged due to their neglect. They did not replace my rim and have told me they dont know what else to do other than go to corporate. I reached out to the corporate office and Im waiting on a response. My car wheel and tire could be off balanced and cause more damage but they dont seem to want to fix the problem. They just want to put a bandaid over the issue. I have 2 young children to take care of and I feel that my vehicle is no longer reliable.
Business response
08/15/2024
Hello ***********************,

Thank you for contacting the Brake Check *************** We sincerely apologize for the experience you've had at our stores. We appreciate you reaching out to us so that we can make things right. We will forward your email to the Area Vice President for the store. He is the one who can authorize refunds or reimbursements. He will also address this situation directly with the store's manager as a coaching opportunity.

We greatly appreciate the opportunity to make things right. Again, we apologize for the experience you've had.

Thank you
***************************
Customer Service Rep
************
Initial Complaint
07/15/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
************************* ************************************************************************ ********************** ************ 07/13/2024 ******************************* **AutoFARency Headquarters** ph:************ Dear BBB cutomer care officer,I am writing to formally lodge a complaint regarding the service and treatment I received at your AutoFARency store (#***). I have a lifetime wheel alignment contract for my vehicle (model year 2021), and despite this, I have encountered repeated issues with receiving the services I am entitled to.On May 2024, I had an appointment for wheel alignment. Despite arriving on time, employee ****** behaved rudely and intentionally delayed servicing my vehicle. He insisted on charging me full price despite my contract, only relenting when I showed email proof. His behavior was not only unprofessional but discriminatory.On July 13, 2024, I had another appointment at 1 PM and arrived at 12:40 PM. ****** again intentionally delayed my service, taking walk-in customers ahead of me. When I complained, I was told by another employee, who refused to provide his name but he supposed to be a manager of store #*** , that I would have to wait another hour. His dismissive attitude and refusal to address my concerns were unacceptable.I have been a loyal customer for seven years, servicing four vehicles at this location. However, the recent treatment I have received under the new management and employees, particularly ******, has been disrespectful and discriminatory. I am requesting an immediate resolution to this matter. I expect a formal apology from both employees involved and assurance that such behavior will not occur again. Additionally, I request that my vehicle be serviced as per my contract without further delay or issues. I request to reimburse my incontinence and west of my time.I look forward to your prompt response and a satisfactory resolution to this matter. Please contact me at your earliest convenience.Sincerely,*************************
Business response
07/15/2024
Hello *************************,

Thank you for contacting the Brake Check *************** We sincerely apologize for the experience you've had at our stores. We appreciate you reaching out to us so that we can make things right. We will forward your email to the Area Vice President for the store. He is the one who can authorize refunds or reimbursements. He will also address this situation directly with the store's manager as a coaching opportunity.

We greatly appreciate the opportunity to make things right. Again, we apologize for the experience you've had.

Thank you,
***************************
Customer Service
************
Initial Complaint
06/06/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
They are fraudulent and dangerous!! Asked for an alignment and brake check. They removed lug nuts and only put 3 back onto the front wheels. My car wheels requires 4 each. Called to complain and to report the car is pulling to the right. ****** had a bad attitude but said to bring in the car next day. I agreed. Car later that day started making noise. On my home noise got louder and car began to shake. Thankfully I made it home. Next day saw 3 wheel studs had broken. Called manager told him to give me my money back. He said I need to call corporate and refused to give me the phone number. Found corporate contact and spoke to a ***************************. He asked for receipts for all repairs to car. I sent him videos pictures and receipts. I was informed someone above him would call me. It has been over two months. Car was under repair for about a month they Broke my CVT joint!!! I was not able to work and these people never called, emailed, nor letter. ????
Business response
06/07/2024
Hello *************************,

Thank you for contacting the Brake Check *************** We sincerely apologize for the experience you've had at our stores. We appreciate you reaching out to us so that we can make things right. We have sent all of your information to the Area Vice President for the store. He is the one who can authorize refunds or reimbursements. He will also address this situation directly with the store's manager as a coaching opportunity.

We greatly appreciate the opportunity to make things right. Again, we apologize for the experience you've had.

Thank you,

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