ComplaintsforBrake Check

Brake Services

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Initial Complaint
05/21/2024
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.
Background: Brake Check repaired a damaged brake line in September 2023 for $1,100. Invoice number ******* with a 1 year warranty. Same line failed in April 2024. Charged me $487.65.1)Brake Check claimed the brake line was dislodged by road debris. However, no visible indications were present (confirmed by their mechanic and store manager). 2)Then they said if it was going to fail it would have been within 1-2 months. So no warranty coverage. 3)Then they said the parts they installed must have been defective. Complaint: After looking at all possible options, the failure of the brake line could only have been a result of improper installation of the brake line at the original repair and should have been covered by the 1 year warranty. Resolution Attempts: Called ********************* at the local cooperate office on April 15th, he stated he would call back on Friday the 19th. He did not call back. Multiple calls/voice mails without response. Had to go through HR and **************************** to get him to return a call. Eventually he returned the call but said they would not honor the warranty. I asked to have the car put back on the lift at the store so I could document the functionality of the brake line/clip. He agreed. Went to the store and ************************* refused to let me insert/remove the brake line.
Business response
05/22/2024
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
05/03/2024
Complaint Type:
Sales and Advertising 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 have a 2013 ***** Accord coupe EX First went there a few weeks ago (03/02/2024). The service I received includes Brake pad replacements (4), Rotors resurfaced (4), DOT3 brake flush, and an oil change. Immediately after receiving the car, I noticed a loud squeal coming from my front right passenger wheel but attributed it to resurfacing/brake pad settling. Due to the noise persisting, went back in around March 20th for them to review the squeaking issue, tech/store manager attributed the noise to the brake pad not set straight causing a gap between the rotor and pad, which he stated was the causation of the noise. I went back 2-3 more times after that, but still no solution. Finally had the courage to just look at it myself and noticed that the WRONG BRAKE PADS (different pads between the LX and EX) were installed, and that the rotor resurfacing was not done right as the inner part was elevated compared to the rest of it. I had to replace the parts myself because the squeaking was getting significantly worse, and the wrong brake pads were installed. I took it to the tech/area supervisor to take a look at the wrong parts on 4/19/24 @530 PM. When the tech saw my rotor instantly said that the uneven surface was the cause of my noise (in my mind: but did they not feel the rotor when they inspected that part during the many times I brought it in?!) Then the manager refused to reimburse me for the wrong parts/resurfaced rotors and was adamant that I was wrong. He even laughed at my face when I told him that I'm just trying to do what was right.I haven't looked at my back pads yet
Business response
05/07/2024
Please be advised that we have communicated with ******************** that we have verified with three different vendors that the parts used were the correct parts. We have asked Mr. ******* to provide us with the documentation where he purchased the parts to include receipts so we can compare our findings with Mr. ******* purchase.
Thank you,
***************************
Customer Service Rep
************
Customer response
05/12/2024
Complaint: 21658615

I am rejecting this response because he is stating that he had verified that the parts are correct with three different vendors but by looking at just ONE vendor (advanced auto part) you will see that these parts are not.

Parts installed in front: 0p1spc7795zgfb23 is the number that is on the parts that were installed by Brake Check.
When that part number is searched this is what comes up (******d: 0p1spc7795zgfb23 brake pad) first option is from advanced auto parts link is below:

IMPORTANT: When on website you can filter to see if the part fits your vehicle, please make sure to filter by ***** Accord 2013 EX-L 2.4L

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

Correct part from ***** parts, advanced auto, ORiley parts:

***********************************************************************************************************************************************************************************************************************.
******************************************************************************************************************************************************************************************************************************
***************************************************************************************************************************************************
REAR BRAKE PADS:
******************************************************************************************************************************************************************************************************************
****************************************************************************************************************************************************************************************************************************
***************************************************************************************************************************************************

I even called **** *****:
************ contact service or parts.
And verified that the parts between an LX and EX are different.

The technician stated that those parts installed look like the ones made for an LX and not my car (EX-L).

45022-t2g-a01 is the part number that is made for my vehicle. Picture provided, please ****** part number.

45022-t2f-a01 is for the LX. Picture provided, please ****** part number.

Regards,

********************
Business response
05/13/2024
Hello ********************,
As our Area Vice President discussed with you, we have verified the correct pads were used on your vehicle through O'Reillys. We have also requested you send us your receipt and documentation to our Area Vice Present, which we have not received to date.
Thank you
Customer response
05/13/2024
Complaint: 21658615

I am rejecting this response because I provided the evidence in the last rejection.

Regards,

********************
Initial Complaint
04/22/2024
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 brought my truck in for a brake inspection. In the process of Brake Check lifting my truck to do the inspection and bringing my truck back down, I was told the sway bar was broken in the process, and I would not be allowed to leave unless I got it fixed, or I would have to get my vehicle towed. In the initial printout of what needed to be fixed, there was no mention of a sway bar issue, this happened after the inspection. I was told to get it fixed it would cost me $600 plus dollars and the parts were not available. I explained that nothing was wrong with my sway bar when I pulled up, I came in for a brake inspection. I was told it was now a liability and I could not leave the store in my truck. I requested to speak to a manager, and was told he had been called and was on his way to the store. Once the manager arrived he became very disrespectful and rude to me. I asked that whatever damage had been done to my vehicle could they please put it back like it was so I could leave. The manager continued to speak rudely to me and I stated I no longer wanted to speak to him, the service technicians were doing fine explaining and trying to fix my truck. The manager then proceeded to tell me that he had the right to tell his workers to stop working on my truck since I did not want to speak to him any further and that he was the manager and ran the store. I replied so since I am uncomfortable speaking to you because of your rude manner you are threatening to not fix my truck. He stated yes. I have all of this recorded on my phone. His worker was on the ground trying to fix my truck asking for help and the manager walked off and stated "get somebody else to do it" I left the store in tears and not sure if my truck is even safe to drive at this point I have reached out to the corporate office but no response I have all of this recorded on video
Business response
04/22/2024
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
04/09/2024
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.
Scheduled a brake inspection...after talking to manager he said flat out to fix it myself, would not perform the free inspection which ****** me off....and because I kept my mouth shut and walked outside manager **** said he wouldn't look at my truck eyballed me like he was gonna fight acting arrogant and dismissive of me to provoke confrontation and called cops on me....when I asked employees name of manager they responded I dont know that ***, dont know who he is....so I guess **** is not even an employee? Still called cops on me
Business response
04/10/2024
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
03/14/2024
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.
Had brakes done and left the shop and discovered the brakes did not work at all. Had to use e brake to return. They claimed they fixed it. 9 months later dealership says they installed all parts incorrectly and has damaged my vehicle. Costing 608$ to fix issue they created
Business response
03/14/2024
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
03/11/2024
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 truck to this location for a brake job. After 4 days for trying to get parts and get everything to fit I was called to come pick it up. Upon arrival I noticed a huge puddle of coolant all over my truck. That caused some of my electronics to imminently fail and short out such as my fans and fuel pump.after fixing those enough to start the engine we noticed a knocking sounds from the engine that was not there prior to dropping it off. The manger admitted to noticing the engine not sounding the same before and after the work was done. We talked to that store and they told us that they are not responsible for the engine that failed in theyre care. They are saying that it is a modified engine. It is a stock engine with stock internals nothing is modified on that engine. The engine runs and idles no problem but when they idle the engine it starts to knock.
Business response
03/11/2024
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
03/07/2024
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.
On 7/15/23, I purchased front bakes & a 3-year alignment service. I have come regularly for an alignment and brake check. In August, I scheduled both an *********************************** Upon arrival, I checked in with the Manager ****. At this time he stated not to make appointments for both & just to do so for the alignment and I'll be squeezed in for a brake check. **** cancelled my brake check appointment. Relatively quickly, I had began to feel a slight vibration when braking. Every time I was told my brakes were good. Vibration/shaking had become much more than noticeable. On 2/2/24, I went in & was greeted by a new Manager, *****. I was told that Manager **** was not there anymore. ***** notified me that the rotors, along with pads needed to be replaced & it would be approx. $125. ***** explained that no brake checks had been documented since I purchased the brakes. Shortly, ***** stated that his supervisor, ****, was on the phone. I explained everything and he then proceeded to tell me that because there was no documentation and I have driven so much that it would not be covered under warranty. **** then said he would do it for approx. $50. I initially agreed , but quickly changed my mind as I felt deceived by Manager **** for months. Called **** back & said I would file a complaint with the AGs Office. I told ***** that I would still need an alignment. ***** stated **** called and denied my aligment since I had lawyered up. I reached out to Corporate yesterday. Today I received a text message & then called *********************************, Area VP. I explained the situation. He spoke of the ************ explained that I had taken the vehicle after the first month and the now known issues with Manager ****, ****** **************** We also discussed being denied the service of the 3 year alignment. He stated he couldn't honor the approx. $50 quoted by ********* would be approx. a little over $100 & that he would do a special one-time deal on the warranty for the rotors.
Business response
03/08/2024
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. As you are aware, we have spoken with you regarding your experience. Please be advised we are reviewing your information and requests again and will get back with you on this matter.

Thank you
***************************
Customer Service Rep
************
Customer response
03/12/2024
Complaint: 21400149

I am rejecting this response because:
I am still awaiting a response as stated by the original response.

Regards,

******************
Initial Complaint
02/26/2024
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 called around to find out the price of an auto alignment. This company told me the cost is $70 which invites the store to have it done on February second. After driving the vehicle for a week I realized that the car was not aligned. I visited the store yesterday morning to inform them about the alignment; the guy told me its my tires. I told him its not my tires. I asked him if it can be redone; he told me no so I told him that every where has a 30 to 90 days warranty. He told me that its a one time alignment that I did. And asked me if I had warranty. He never told me that the alignment was a one time and I had to pay extra for warranty. Well I will give some bad reviews on all social media outlets because this stealing. I know they did not do any good job because it does not take ten minutes to perform an alignment and he never provided me with any paper work indicating how or the adjustments were made to re align the car.
Business response
02/26/2024
Hello Gubson *****,

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
02/26/2024
Complaint: 21346202

I am rejecting this response because they called and left a message. I called back . He never answered the line then he sent me a text asking if he can call me back . He never did. Those people are not serious he text me and called and ask me to call , yet he rejected my call. They are not serious

Regards,

Gubson *****
Business response
02/27/2024
The Area Vice President is still trying to make contact with Gubson *****. ******************************* is the Area VP.

Thank you,
***************************
Customer Service Rep
************
Initial Complaint
02/14/2024
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.
On 02/04/2024 at 9 AM I brought my car in to get new brakes. ******* let me know I also might need new rotors since they were ***** and I agreed to replace them for $730. I left for a couple hours and came back and ******* let me know he gave the wrong quote and it would be $883 for all brakes and front rotors. I agreed and waited for hours until he let me know he had broken a bolt and is fixing that then hed be done. He charged me the $883 and then asked if Id be able to come in the next day because they had broken a sensor for my emergency brake and needed to replace the part. I reluctantly said okay because I had no other option. After I left the brakes were squeaking very loud so I went back and they fixed the problem and I left the shop at 5:10 PM. The next day on the phone ******* said he could not find the sensor but was still looking. I got in contact with ******* from corporate who helped the piece be found and we went to get the part put in on 02/11/24. They put the part in but told me they were not able to reset all the lights on the dash that they had caused to come on. The next day the brakes started squeaking again. I talked with ******* from corporate for a partial refund and he passed the message onto the ** of the company who called on 02/14/24 and said all he could do is issue a $50 gift card and for us to go get the brakes looked at again and if it was their fault theyd replace the brakes but give no refund and they still arent able to reset all the lights on the dashboard that came on due to them ripping out the sensor for the emergency brakes. I dont trust their work and will now be taking it to a ****** dealership and hoping they dont charge me to check the work that the Brake Check had done.
Business response
02/15/2024
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. Who is *************************?

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
02/15/2024
Complaint: 21293407

I am rejecting this response because:
The VP has already reached out and has insisted that he is not able to do refunds and only able to give a $50 gift card at most and his hands are tied unless we bring the issue to court.

Regards,

************************* (The owner of the vehicle and partner of *******************)
Business response
02/15/2024
The Area Vice President to contacting ******************* again regarding the additional items.
***************************
Customer Service Rep
************
Initial Complaint
02/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My brakes were grinding, took my car in and was given an initial estimate totaling $499.41, agreed to the repair. About 30 minutes later Im called and told that I needed something additionally repaired bringing it to $757 about. That was outside of the financial budget I had to work with and asked them to conclude the inspection and I would schedule a return when I am able to get it fixed. They assured me they would put my vehicle back together it would be the way I drove it in. When my vehicle was returned to me I basically didnt have any brakes at all which is not how I left it and the car is not safe to drive. I tried reaching out to corporate and they immediately put the blame on the car lot so which the vehicle was purchased.
Business response
02/13/2024

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
02/13/2024
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.

Regards,

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

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