Brake Masters #111

Used to be the best place in town for pretty much everything. Now it's easily the worst. On January 11, 2019 I went to Brake Masters ("BM") in Sierra Vista for an oil change. I've gone here for years and until January 11, it was the most honest, and by far the best, shop around. On January 11, the mechanic who did my oil change left off a hose on my Prius, like someone at this BM had done 2 oil changes ago and I had to take my car into a mechanic in Tucson because I was afraid something was super wrong. I had a warning light and the car would die and run rough. The mechanic I went to in mid-2018 showed me the hose BM had left off. When I came in for the next oil change, I told the manager what had happened and he was very kind about it and said he'd let the guys know. Anyway: Jan 11. Again the hose got left off. I could tell as I drove away because the same warning light was on and the car was running super raggedly again. I couldn't go back as I had a work appointment and then when I got done it was after 6, so BM was closed. The next day, I think, I went back in, and I told the NEW manager what happened. They spent over two hours on my car; I saw them sneak it out and drive it around without asking me, and eventually I went to ask them when it would be done. I had my son and little dog and had to get home and then to work. An odd thing was that during those two hours, the manager told *every single customer* that they had something wrong with their car, and that it was going to cost 200$+ to fix it. One woman argued after the manager told her they (BM) had to remove her tire and bumper to replace her hazard light (riiiight!), which would cost her an extra $200. She showed them a video she had watched earlier in the day that showed it was easy to do, and the manager backed down. I was appalled. Anyway: so I went outside and asked when the car would be fixed. I had to go take my son and dog home and go to work. The mechanic told me it wasnt a hose; it was some other thing and it would cost me -- guess how much! -- $200 to fix. I said, "no. you're wrong. and I want my keys back. I'll take it someplace else." he argued with me. I said, "No. and when I get it fixed, I'm gonna send you the bill." The new manager came out and yelled, "we Aren't paying for anything!" I said, "yes, you will. I will send the bill after I get this fixed. this is the exact same thing you guys did two times ago." After that he ignored me for a while. I said, "I want my keys so I can leave." the manager told the mechanic to take my keys into the office and not let me have them until I signed something. I said I won't sign anything and to give me my keys. They mechanic took my keys into the office and refused to give them to me. I began recording a video -- I was furious. They refused to allow me to have my keys -- they put them away so I couldnt have them -- refused to allow me to leave, so I stepped out and I called 911. I went back inside and tried again to get my keys. I demanded my keys from the manager; he refused to give them to me. The police came and made them give me the keys. I left and I will never, ever return to this or any of this chain. That shop is a ripoff and the manager is a horrifying jerk who belongs in jail. (I have the video I took of the whole thing on vimeo.) I want people to know that this shop -- which used to be the best in town -- is now a total ripoff store with a deplorable, disgusting, ripoff manager. And yeah -- I contacted corporate. The guy who called me said, "Oh there's two sides to everything," and said that this manager is a "really good guy." Really? I am sure every jerk has good moments, but this guy acted like an abuser and I HAVE VIDEO which I shared. So apparently the best thing to do is to tell everyone and let THEM decide if this is someplace they want their family going.

Nobody else was able to find out what was wrong with it. The staff was wonderful, the people that work there. They answered all of our questions whenever we had one. They were honest with us, they showed us everything that was wrong. They didn't try to rip us off at all.

My timing was good; they took my car within 10 minutes of my arrival. (An advance phone call helps to determine when the best time might be to avoid waiting.) I wanted standard 3000-mile oil and filter change plus checking wear and tear and topping up other fluids and tire rotation.
I adopted their suggestion to switch to high-mileage oil, at extra expense, as the vehicle had passed 150,000 miles some time back. They also replaced the air filter, which needed it. (They show me the parts they want to replace upon my request.)
They reseated and repaired a bumper that was falling off at no expense and diagnosed (but did not fix, as I had no time) a problem with the rear window washer. The final bill reflected a $10 coupon they had voluntarily applied.

Very professional. Took my vehicle at the scheduled time. Completed the work requested and gave me a break down on what was done and the cost. Also performed a vehicle inspection to let me know the overall condition of my vehicle. Told me what they recomended but was very honest about what i should keep an eye on and didnt try to sell me items or service that i did not need

I find that they are particularly thorough and careful. They will go back and fix anything they didn't do right the first time, that sometimes happens.