Brake Masters

This company offers VERY poor customer service. I say the company as a whole because there was an incident that occurred while my vehicle was being serviced at this location that required me to take the matter to the corporate level, whom also exhibited very poor customer service. A few weeks ago, I took my car in to be serviced. The store manager, John, cussed in an exasperated tone when I told him that there was a part on my car that had been broken while it was being serviced. He deflected all responsibility and stated «I could be a not so nice guy and say that it was wear and tear of the vehicle… I guess I’ll just eat the cost of this.» He was visibly agitated/​frustrated with the situation, and despite his crass, condescending response to the incident, it seemed like he was going to replace the part and take care of it. However, John was never once apologetic and stated that he’d be in touch with me regarding the part, had his tech «do the best he could to ‘fix’ the part temporarily» and sent me on my way. He followed up the next day and told me that «his guy didn’t break the part intentionally» so I [the customer] «would have to buy the part at wholesale cost from HIM and he’d be willing to install it at no charge.» He said that’s the best he could do… mind you, he just admitted fault by saying his «guy didn’t break it intentionally.» At this point I decided to take this matter to his supervisor, as I felt that I shouldn’t have to pay anything because 1. I didn’t break it 2. My car was in their care while it was being serviced 3. He admitted fault. Apparently his supervisor was out of town so I spoke to the CORPORATE customer service rep, Timothy Harphant (who called back a day later). I explained the situation to him. He stated that he would speak to the store manager to get his statement and requested pictures of the damaged part. (Note: the pictures and video that were sent were of the part AFTER the tech had messed with it and attempted to «fix it», so the damage was not accurately depicted). Timothy called back (yet another day later) and stated that after speaking with the store manager, he agreed with him, that it was general wear and tear of the vehicle and stated that the best he could do is what the store manager, John, offered me…“FREE installation” of the part, which he stated would be at least an hour and a half of labor (for a part that would literally take 15 – 20 minutes to install) and I’d have to pay for the part that his employee broke. He didn’t care that they admitted fault or that he made this decision using an inaccurate depiction of the damaged part. I later called back to see if he would at least approve for me to have the part installed at a different store, as I didn’t feel comfortable going back to the store where I felt mistreated and taken advantage of. Timothy never called back after multiple messages left. The part on my car is still broken, and I have yet to hear from anyone at Brake Masters. To say that I was dissatisfied with this company is an understatement. I will NEVER take my car back to another Brake Masters and WILL advise any of my friends, family, coworkers, acquaintances, neighbors, fellow social media networkers, or simply anyone asking me for a referral to a mechanic shop of any kind to look elsewhere for quality care and outstanding customer service. Because Brake Masters won’t give that.

I took my car in for a simple oil change a few weeks back and immediately after it was finished, I could tell the car was running significantly worse on the drive home. Going in the car was running fine and there were no maintenance or warning lights. It was just due for an oil change, albeit slightly overdue. I don’t really trust this location anymore and definitely wouldn’t recommend it to friends or family. Sorry Brake Masters, get better or get gone.

I love these guys! My brakes were making a loud noise and I dropped my car off with John. I was so worried it was going to cost me an arm and a leg… but they didn’t charge me anything once they realized it was something very minor. I was so surprised they didn’t charge me anything… it’s hard to find honest mechanics and these guys proved honesty still lives. Thank you John and the team at Brake Masters.

I would not recommend this location!
I took my truck here to get my front brakes replaced and brake fluid changed. Not long after the 90 day warranty my truck started to wobble when braking. I had to take my truck in to the Toyota dealership for an unrelated reason which was under warranty and the service manager told me that my rotors are warped which is causing the wobble and that the brake fluid needs to be changed. After I inspected the brake fluid it was changed with new fluid but Brake Masters did not clean the fluid reservoir before putting in the new brake fluid so it looked dirty from the outside. For the cost of the service provided I would not recommend this place. Stay clear!

Brought my car in to check the brakes. They gave me a quote for 300+ dollars to repair a caliper and get new brake pads. Walked out with no work and went to another brake masters on ray rd. Where they said the calipers were fine and pads looked great. Paid 80 dollars to machine the rotors.

Horrible experience with this shop! Took my car down to have the brakes bleed, told me it would be no problem. Then they said the boost pump and master cylinder were bad. After two weeks they could not fix the problem. They were kind enough to not charge me at least. If you just need brake pads put on, then they are fine but if you need anything complicated steer clear. I did appreciate that they gave it a try but I really would have appreciated honesty up front that they were not comfortable working on my car day one and NOT two weeks later.

I have to say. It has always been a pleasure doing business here, however this time they went above and beyond for me. They were able to fix my car under full warranty with absolutely no issues, which included dropping off and picking me up when my vehicle was done, apparently I had a damaged compressor on my air conditioning my warranty on my compressor was for 1 year and labor was for 90 days which I had exceeded by 3 months. I walked in and asked about my warranty and Sergio the manager stated «dont worry about it, you spent money with us before now its our time to step up to you and take care of you «WOW…He took care of the compressor and the labor and I was shocked… I will tell as many people as I can to help him out. he deserves it… Thanks again Sergio and I will continue to trust brake masters…

I have been going to Brake Masters for 12 years. My experiences have been getting worse with time. A year ago I brought my mini van in for an alignment and oil change. I was told it would be done in 2 hours. I came back after 2 hours to find it had not been even been in the shop. They technician tried to convince me to leave it for longer, but I needed my car. I left very frustrated.
Last fall I took my Mini Cooper to Brake Masters for new front brakes. Not only did they not do a complete job, they took 2 hours longer than their estimate to replace the brakes. They were never honest with their time estimates. At one point, I asked how long and they replied, just a few more minutes, come to find out they didn’t even have the pad in their shop yet. They (finally) replaced the brakes, rotors and sensors, but were unable to reset the brake warning light. I have since learned it takes 2 minutes to reset the light and I did it myself. They said the rear brakes were causing the light (they weren’t, there are two separate lights one for the front, one for the rear brakes).
I returned a month later to have them replace the rear brakes. They «said» they replaced the pads, rotors and sensor. Again they were unable to reset the light. I reset the light. A month later the light came back on. I took it to the Mini dealer this time and was told the sensor was not replaced. Thus the light continued to come on. The dealer replaced the sensor and my brake light problem has been fixed. The paperwork clearly shows I paid for a new sensor. I am now registering a complaint with BBB and their corporate office to get my money back.
I will not return.

I took my car here to see if they would warranty any work from the Germann and Gilbert Road locations. They would not do anything… These guys are just as much of A**HOLES as the other one.
I had a Manager who runs the stores in the Area, take a look at my car, and he also did nothing. First off if you are a Manager have some courtesy, DON’T YELL AT CUSTOMERS! Second you should not be a MANAGER of a Car Repair Shop if you CAN’T FIX YOUR OWN CAR.
My Review from Germann and Gilbert:
_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​These People are the Rudest A**holes ever. First off after Charging close to $ 600 worth of work, then broke my car. My Brake pedal was almost to the floor, and they told me it was my back brakes. They adjusted the back brakes and there was NO CHANGE in pedal height. They striped 4 bolts on the «Upper Oil Pan» (engine). They do not even stand behind they’re work.
I took my car to another mechanic and I was told it was the Brake Power Booster. I got it replaced CORRECTLY and now my brakes work great (not thanks to these A**HOLES!)
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Man, this place cost me a ton of money and did crappy work. The brakes they use are metal, so the crud on my wheels was nasty and the life of the brakes was fleeting. When they would fix one thing, lo and behold something else needed to be fixed. Mainly my fuel pump, which caused my car to have major start issues once replaced. The fuel pump was because my gas guage suddenly stopped working after they had replaced my struts. They could never get my tires balanced.
I regret the money they took from me and think about ½ the work they did on my car was not necessary.

Nobody likes to hear that awful screeching from your breaks going out on the car… all I hear is money… leaving my wallet.
I stopped into Brake Masters and the guys were all very helpful. They did a complimentary brake inspection. It turned out that my front brakes were completely worn out.
I didn’t have time to get them fixed that day so they gave me a printed quote and told me to come back asap.
I returned two days later and they remembered me and my car right away. I dropped the car off and they called a few hours later saying it was ready. They honored the original price quote and actually gave me a discount. They never tried to sell me anything extra.
Thanks guys for making this a great experience.

I have to be completely fair and say that, I would have given them 5 stars had, the manager not try to give me a quote that was utterly ridiculous. I went in for just a simple brake job, including ONLY new pads! Somehow my drums needed to be replaced and a whole heap of other stuff had to be done. I was highly upset, but, Thanks to the Front Desk Guy, I was helped and he saved me a ton of cash by showing me the deals and urging me to stick to my budget and the purpose of my visit.

Back in April I had major issues with my A/​C Compressor and Serpentine belt. They fixed these issues at a fair market rate, according to a few references and reviews I’d read online. Now on Oct 19^th I had the exact same problem, I dropped of on my way to work, and worried about the bil. I got my warranty through them the first time, making the trip absolutely FREE!
Car runs great again, ice cold A/​C, and the power steering is smoother than it has ever been.
Thanks Guys!
Ryan