Took truck in on 10/28 for front-end alignment. A couple weeks later the truck began to pull severely to right and then left when braking with a thud sound.
Took truck back on a Saturday. Tom (who insinuated he was the owner / card read manager) called me to ask if they could keep it until Monday. Ok. He then called and said it was the rotors, which they were worn below limits. I asked how the calipers were and he said fine. Called to say he was not finished, but would have it done on Tuesday. Called on Tuesday, said calipers were bad. Replaced rotors and calipers. Called to say truck was done.
I went to pick it up. Paid $ 538.00. Drove out of the parking lot and noticed my radio had the anti-theft lock engaged. They had messed with my electrical system or???
The truck was pulling the same if not worse. Turned right around and went back.
Made the kid (Tom's son) take a test ride with me and then drive it himself. He just kept saying, I don't know I wasn't here when you brought it in. I talked to Tom on the phone and wrote a note on the invoice:
Car is Not Fixed
Same Problem Plus
Battery was run down recharged & now radio is locked.
I signed it, dated it and put the time down and asked the kid to sign it. He wouldn't do it and called Tom again. Tom said that he wouldn't let the kid sign it. I would not leave the truck if they could not even sign a simple statement of the facts.
They admitted to leaving the ignition key in the On position over the weekend. They were not going to tell me about since they had recharged the battery. I asked them if they knew if they might have damaged the battery by over charging, etc. Of course they said: "Your battery is fine."
I contacted the Brake Masters corporate offices in Arizona:
6179 E. Broadway Blvd.
Tucson, AZ 85711
Phone: 520-512-0000
Fax: 520-512-1000
I spoke to Mrs. Laura Ramirez, Manger of Customer Service.
Told her I had spoken to the owner, Tom. She said that she didn't know who Tom was, but it was a franchise and the owner is Mr. Don Gord and that I need to speak with him. Great, I'll be happy to, what is his phone number. Her response was: I can't give out his number, but I'll have him call you. She also said that I should speak to their Manager of Franchise Development (?) Mr. Isreal Lender. So, I asked for his number and she said she couldn't give that out either.
They would call me. Well, I have not heard a word from any of them and called Mrs. Ramirez again and she did not return a call. I also left a message for a Mr. Robert Fortuno, who the receptionist says is the President of Brake Masters, but Mrs. Ramirez says is the VP of Operations no return call.
I also spoke to Sal, who Mrs. Ramirez said was the District Manager. Mr. Sal Nunez claims he is the owner (today November 25 at approximately 1:00pm at the Lake Forest location at Mr. Nunez claimed to be the owner.) I had told Sal that if we could not come to some agreement that I would file a complaint with Visa and contest the charge. He stated then to go ahead that he would get his money anyway.
I had lost all trust and confidence in these people trying to figure out who is who; not to mention the terrible work and customer service at the shop. I took the truck to another repair shop and they discovered two significant things:
1. Who ever had installed the calipers improperly routed the brake lines and caused them to come in contact with the wheel/tire resulting in one with a hole in it and the other with a severe rubbed area almost a hole.
2. The pulling was caused not by brakes, but by someone leaving the bolts / nuts used to make adjustments to the alignment un-secured / loose. Resulting in the pulling.
3. The reason a new steering stabilizer was required that with everything loose it would put undue stress on that part and cause it to fail. Brake Masters did put a new one on: Since they hadn't caught it originally missing.
The truck is now fixed at an additional cost to me of $ 538.00. I made an appointment with Mr. Nunez, Owner, District Manager or whatever his position is today. I showed him the hoses, the bill from the other shop and the bill for the original front end alignment they had done.
Sal stated that he wanted to put the old calipers back on so he could get his money back on the new ones he installed. That I should pay for the rotors since the brakes were pulsating. I was never told they were pulsating nor was it written up in a diagnosis from his shop nor had I felt it. He stated that His Guys would never miss route the brake lines causing them to get warn like that. And he went on to say that the second shop had ripped me off. That they couldn't have done an alignment that my truck doesn't have a rear alignment. The bill actually says repairs to alignment. Sal also stated that Tom put a steering stabilizer since it was missing on that side.
I told him I would compromise and pay for the rotors, though I doubted that I needed them now and that he should pay for the second bill less the cost of the rotors and his alignment charge, thus splitting the difference.
Sal stated: Well Mr. Thomas, you can take me to small claims court and I'll just tell them that I offered to repair your car for free and you won't get anything.
Mr. Nunez appears to be quite experienced with small claims court and I told him that obviously our conversation was over, I never mentioned court or sue and that instead of going to small claims court that maybe this time needs to go to big peoples court. He also told me that he fired Tom the Manager and the Mechanics because of this and now has a new guy he promoted to Store Manager.
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