I had a really bad customer experience at Brake Masters Today (Location #104_5810 E. Speedway). Please let this manager know that a simple Im sorry sir goes a long way with people and that taking 1 hour and 45 minutes after scheduling an appointment for an oil change is ridiculous, and then placing the blame on the customer is just plain unacceptable. If you do all that then at least apologize to your customer, please. Then reviews like this are unnecessary.(Here is the full story) I scheduled a 9:30am appointment for an oil change and dropped it off at that time. I was told it would be an hour for the oil change and that was fine because I was going to breakfast with my wife. I got a call at 10:53am asking about changing my air filter and cabin filter and I declined the work. When I went to pick up my car at 11:15am my vehicle was still on the lift. This is when my customer service experience went really poorly. I told the manager that I had a 9:30am appointment and that I was surprised the car was still on the lift. He told me that it was on the lift because they needed to see if I was going to authorize the air filter work. I told him it is 11:15am (1hr & 45min later) and at some point, I would suspect that they would just do the oil change and have my car ready. He said he had tried to call me twice and was waiting on me but my call log only shows one phone call that I missed and I called him back in less than a minute. He then told me the oil change was already done and he was waiting on me to authorize the work so they could take it off the lift. It was obvious he was not happy with me asking questions and was starting directly in my eyes and was already arguing with me. He was hostile in tone and demeanor to say the least. At this point, I was starting to get mad and I diffused the situation because getting into an argument with this guy was going to do nobody any good. He offered no apology at all but put the blame on me for the car being on the lift even though he had 20 minutes after our phone call to get the job done.But then it gets even better. The car remained on the lift for another 10 minutes after this exchange because they HAD NOT done the oil change yet. The manager, who I had the interaction with, had to go out to the technician twice to make sure he was rushing the job. So, not only did he tell me something that wasnt true, “your oil change is done...we were waiting on you”, he had to go rush to get the job done. After 1 hour and 45 minutes, this is a great time to apologize to the customer. Nope!This manager needs additional training. I was simply looking for a Hey, I am sorry we are running a little behind but was not expecting him to put the problem back on me. It was obvious he was ready to go toe to toe with me in an argument as he stared me directly in the eyes for a good long while. I left angry but I wasnt going to argue with this guy. I am simply going to post my honest review online to several places about my experience.

Fast, extremely friendly! Worked with me to get done what needed to be done within my budget but still have my vehicle safe. Thank you!

Quality repair and maintenance, wonderful Customer Service.

Came in for a FREE brake inspection. Very refreshing to have honest mechanics tell me my brakes are fine and not have to spend a dime when it wasnt necessary. Prior to the inspection they also quoted the lowest price on brake pads compared to BrakeMax and Midas. Great deals on oil changes as well. Very happy. Plan on coming back. 👍

Called ahead to ensure I could come in that same day, prompt and friendly service; I will be coming back in the future

Daniel takes care of us everytime. My truck was a nightmare. This Brake Masters location fixed it and made her run like a beauty. I will definitely go back to Daniel in the future.

They were very professional and very thorough. The prices were very reasonable.

For oil changes, they are the least expensive and they are good and quick. We take all vehicles there and never had any issues.

My car needed an alignment, they got it done in a reasonable amount of time and the car doesnt pull anymore to the right, huge difference and a huge thanks.

Outstanding service. Highly recommended

This is the only place that I take my vehicles to & I wont take my truck anywhere else. My kids take their vehicles there, as well. The manager is very helpful & professional.

The person working there closing up shop was so nice and compassionate. We actually weren’t currently customers and just needed to stop to fix our cat’s bed / throw trash away and they were extremely open minded and kind and it’s very appreciated. People thought we were up to no good when parked in the streets - so thank you so much for your help!!!

I believe it was very good place to go to fix your car. I will visit them again if needed

Samuel has got to be one of my favorite people I have ever had the pleasure of receiving customer service from. He was so sweet and funny and continuously made me laugh for the full duration of my time at this location. Nobody likes to get their oil changed but I can honestly say I had fun while getting it changed today. He was friendly and cheerful from the second I walked into the establishment. 10000% would recommend.

After I let someone work on my car and really mess things up. They came in ave fixed everything better then before! Thank you!

First time going had the brakes checked very friendly very knowledgeable plus they let me know about some other work that needed to be done and how much it would cost and it didnt cost that much everything was under a hundred bucks

Samuel and the team here are amazing! Samuel was the absolute best, he showed me why things needed to be changed/worked on (Ive never had a mechanic let alone a manager do that), he worked with me when I didnt have enough to cover the charges that just seemed to keep racking up, but also, his personality really showed through. Its not just customer services, he really does care 😁 Thanks so much for everything guys! Back on the road and safe

I like this particular location because the manager is really nice, the employees are nice. and they dont jerk you around here. For the most part, any issues with my vehicles have been fixed for a decent price.

That was best experience I had in a brake shop ever!!

They never called back was trying to get a price on a clutch on a kia rio

Brake Masters did a wonderful job with the bakes and full service of my vehicle. Samuel G. was honest and helpful. He gave me coupons for my brakes and oil, while making sure his workers did an exceptional job.

These guys seem really great. They tell it to you straight. Ive had some routine maintenance and brake pads done here and they never give you the sales press about all the other things you need to have done. Its good to trust your mechanic.

Came here to have synthetic oil change then I did my brakes. Everything was done right and in a timely manner as I was told during the appointment by phone. The waiting space was clean, I had 2 cups of coffee with cream while waiting, couldnt feel the outside heat because the ac was blowing hard.. happy customer, good review.

Daniel the manager was awesome

Been coming to this location for a while and they are always helping me out and always have great deals! Last visit Mike really helped me out to drive away feeling safe and happy with the service provided to me !!! Keep up the great work guys.

The folks here have helped me with my RX8 over and over, and a rotary engine is a different beast than anything else. Roger is amazing, and their work is always proper, timely, and delivered with a professionalism that cant be beat. As a mechanic without the time to do my own repairs, I highly recommend them.

Wheather it is installing new brakes or general car care It is always a pleasure dealing with the good people of Brake Masters, particularly with Jose Galvez. He has always been honest straight when it comes to getting work done right on any of my vehicles. I highly recommend going and experiencing for yourself . Tony C

Friendly staff and best of all competent mechanics. Provide frequent updates (no surprises) and complete on time.

Iv gone in before and had a great experience but was in today made it before morning rush had only one car before us. They told us were next. About 15 cars later and over two hours, nothing never took the car in so we left. And never got our car done.. Id give it 1 star or none but with the good experience I had before this one I give them 2.

Great service and friendly!

Scammers and liars. Told me my water pump was broken and some time later now it hasnt gone down at all. Theyre clearly trying to screw me for money. WOULD NOT RECOMMEND, STAY CLEAR! Also not my first bad experience with them here unfortunately. I figured it would give them the benefit of the doubt, and that was most definitely a mistake. Shame on you e Speedway breakmasters, you should be ashamed of yourselves.

I had the brakes and water pump replaced on my truck as well as an oil change. The service was excellent. I had to return for a minor issue that was corrected promptly and professionally. I will return to this brake masters for any future work I need done on my truck. The staff there is friendly, easy to work with and professional.

Roger and crew have been terrific to me and my Honda. Have had multiple issues handled there, including an AC fix just recently which is a total pain on Hondas. They get the job done, have been available on short notice to deal with problems, and explain what the problems are so that you can understand whats going on.

Great job and fast

Samuel was very nice and very helpful he even shared his chocolate candy not every one would do that very great experience

Samuel has been just great And I think hes going to do good at this .store.

Wish I could give no stars. I took my car in for an oil change and they ended up breaking my coolant overflow cap, which led to my car breaking down and overheating on the way to Los Angeles from Tucson, AZ. Whenever I had my car serviced, after 3 hours I was wondering why I didnt get a call to say it was ready. So I drove by, saw my car parked on the side where finished cars go, and gave them a call to ask about it. They told me my car still had about 15 minutes. Now I realize why they didnt call me, and of course after breaking down, all Brake Masters were conveniently closed the next day! I went in to try and get this matter handled, but since I look young, the manager Roger instantly tried to make it seem like it couldnt be them, and started giving attitude. I told a couple friends about this incident and EVERYONEs response is why would you ever go there, they are liars and thieves! Now I understand. Bucks is the way to go, every time.Pictures added to show what they’ll do to your car and not tell you about. And then want to act like it wasn’t them.

Samuel have a great personality he love Jesus I was feeling a little down when I came with my car to check battery the minutes I walk in I felt so much better a great person and you are so blessed to have him keep up the great work Samuel May God continous to bless you and family a loyal customer Mary Cottle

Great service and reliable, never had any problems or added charges. Owner will take care of any issues.

It was very nice to come in the store and the manager samuel was happy to meet me for the 1st time thanks brake masters

Excellent customer service, fair prices, very knowledge machanics. Satisfied! I will be bringing my car for future repairs. Thank you Roger & Jorge!

Had a misunderstanding. Mark the regional manager explained the difference in cost on the synthetic oil and synthetic blend.Thankful he took the time to clear that up and he also thru in a free oil change for me for next time.Thank you Mark

Very good service. Friendly people and very efficient.

Jeff was amazing, saved my life really. The guys there were super professional and helped me to the max and the payment plan there made it possible for me to get my cat fixed when i wouldnt have been able to otherwise.

Super friendly, will definitely go back!

Quick oil change at a good price, no BS or up-sale pressure, and gave me a coupon discount without needing to bring anything up on my phone.

I had to take my sons car in as it was literally dying while driving. Took the car in and they diagnosed a wiring problem that hadnt been diagnosed before (by the previous mechanic). My son was up and running the same day. Very happy, great customer service! Will be back! Thank you.

If I could leave absolutely no stars I would. This place is terrible! Don’t take your car here! Their manager Roger needs a lesson or two on customer care and service. My son brought his car here to get the oil changed and the alignment done and instead they broke a cap to his radiator and completely failed to tell him. He was on his way to Los Angeles and close to Phoenix the car was overheating. When my son went back to this location the manager was rude, unreasonable and trying to deny any fault. When I went to try and reason with him he was also rude and telling me the cap was missing. Really, so what’s this broken cap we are trying to show you? So I told him that they broke it when they changed the oil and instead of doing the right thing they sent him off knowing he had a long trip to California. Or the other option is it was broken already (which it wasn’t) and they completely failed to notify my son when they topped off all fluids. Which if this was the case wouldn’t they let him know so they can fix it and make more money? What a shady, unethical business. Save yourselves the headache and use Buck’s Automotive, they are honest and won’t rip you off.

Samuel he was very profesional and a wonderful customer services and deals

Very friendly, fast and honest.

Nice owner. He got me in and out quickly, and he didnt make me feel like I was an in convenience.

The Manager and Technician were professional and competent. I will definitely use this location for my next oil change and service.

Roger was beyond helpful. I really needed some work done but was running very short on money.He helped me get done what was really necessary.He also explained why I needed another repair that I didnt have any idea about the consequence if I didnt.My daughter had just put new tires on but if the bad struts under my car were to leak on the tires, it could have wrecked themSomeone had used my car off road and ruined a lot of things on the underside.So he was of major help!Much appreciated!

Excellent service by the technician Edgar...sharp individual!!!

The know what they are doing

Went here to replaced squeaky front brake pads and the guy in the store tried to overcharge us and told us that we had a busted back seal and that the brake pads in the back were worn. He said it would cost 480 initially then presented us with a report totaling over 600. So we took it to a mechanic that we trust and he took a look under the truck after we had purchased all of the materials needed for the fix. Our mechanic said out brake pads were still in great shape and that there was no leak or broken valve. There was just a bit of grease from the last mechanic to replace the brake pads. Long story short, this place is a rip off and they try and poach people who are unfamiliar with bullshit artists.

I came to get my brakes checked because my sensor went on. They immediately offer to check it right, they come back with an estimate of $750.....for brakes? No, other stuff I didnt even ask for! So I asked about the $79.00 coupon.....his response is...that doesnt apply to a BMW REALLY??? I let him know he should say that on the ad if thats the case. ...he said, We do....it says SOME CARS for this rate. They are ridiculous!! He did take off a few bucksfrom the actual brake job which was still $275.Pretty amazing eh? BMWs must be special.....

Went to this location to get my brakes serviced did not tighten my drivers side front tire all the way stripped the bolt because of it huge hassle to go through to get it fixed would recommend doing the job yourself or anywhere else before sending to this location

I would never recommend this place to anyone!! They give TERRIBLE service and have the worst attitude ever. Ive heard one too many horror stories of them messing up someones car, and not trying to do anything to help fix the problem. Sure, you might have a coupon for a great deal, but help yourself, help your car, and go anywhere other than here!

Very very help and acommadiating, they were all book and called other locations to see if there was availability, turns out they just fit me in anyways amazing people!

Very friendly, and helpful felt like I didnt have to worry about leaving my car .over all I think this is the shop for me .... Happy with the work

I have had multiple awful experiences at this location. Everyone is rude and seem like they don’t want to be there. I highly recommend going ANYWHERE else

The absolute BEST customer service of any mechanic shop in Tucson. I have had multiple issues with my 98 Durango (Dont recommend buying one!) and Roger from Brake Masters has always taken very good care of me. He is very personable, and has always made sure he gave me the best possible prices. Roger is the manager, Julian is a mechanic that usually works on my vehicle. They treat you like family. Thank you so much Roger and Julian, for always taking good care of me and my Durango, as much as a headache that car has been to you! I HIGHLY recommend Brake Masters on 5810 E Speedway if you ever need a mechanic.

Great honest guys who would rather fix my cat right than charge me for what I thought I needed. 25 bucks instead of 300 saved my day!

My experience was really quick and easy. Great staff who dont try and sell things you dont need

I just went in to see why it took a little bit of time for the ac to go cold. And well they said it was low which I figured. But when I just left it didnt get cold at all. Freaking pathetic. I for sure know they took more freon out or the mechanic there has no freaking idea what he is doing. If I had the tools I would have done it myself. Going to a different shop and of they tell me they screwed me well Im gonna get my attorney involved. They will regret what they did. Have a son and Im not putting him in the heat especially in a car.

Great Team Members

Roger at Brake Masters is the KING! ALL OTHER SERVICE WRITERS should learn from this man Honesty & integrity, and people skills

Apparently you need to be a mechanic to be treated well here, I was trying to understand the function of a part that is broken in my car and on the third go around the man became angry and really just so rude. Im sorry I dont know how cars work, but thats not my field of expertise, after being made to feel embarrassed and small I left in tears, which is a first for me.

Did a quick oil change and disposed of old oil and filter from a previous OC I did myself (for free, no problems). Friendly folks with no upsells.

Honest and good work...Cant ask for more in a mechanic.

Horrible service. The manager Roger treats everyone like garbage. Every time Ive been here he yells at a different customer just for asking simple questions. Do yourself a favor and go some place honest where youll be treated like a person and not a dollar sign.

Excellent place to take your car. Excellent service

This store always takes good care of me ! Shout out to Samuel and Edgar for the help.

Amazing service. Friendly staff. Always going the extra mile!!!

Horrible place, the owner is just simply rude. very rude. When you ask a simple question, the owner just simply yell at me with fxxx word. Soooooooooooooooooooo rude, never have my business anymore.Cannot imagine how they can get 3.8 stars. Dont go, Never go!!!!!!!!!!!

These guys are con artists - do not go there!. I took my Chevy S-10 in to have the rear brakes checked since my normal shop was booked up and I wanted to have the brakes checked before a trip. First Brake Masters claims there is no charge to check the brakes but they told me it would take extra effort to get the rear brakes open and it would be $42. Then they came back with an estimate of $350 that the breaks were really bad, had to change the drums, etc. At that point I decided I would just wait to go to my normal shop for a second opinion. I did not mention to my regular garage, Arnolds Shell at Speedway and Craycroft, that I had taken the car to Brake Masters. Arnolds has a green light to do what ever they think the car needs. They called a few hours later and told me the car was done. They had cleaned and adjusted the brakes and told me they had about 10K miles before needing redone - the bill was $23.. They also told me the drums would need to be replaced then and the estimated cost would be about $250

Customer service is horrible. The manager was yelling at me for what someone else did. Totally disrespected me. They always find something wrong with my cars, and sometimes even do the work without telling me. I will never return to this place. They will just rob your money. Stay away.

Got my breaks done at this location and Roger, Tim and the mechanics were friendly and professional.. This is my new go to for certain car maintenance..

Highly do NOT recommend going here. A bunch of liars and thieves.

Go here if you would like your car broken even more without being told!

Experienced mechanics and great prices

It was pretty good

Roger and his crew are absolutely AMAZING

Great service

Only place Ill take my truck.very honest and forthcoming.tells you whats wrong and the cost Im very auto smart and have tested other shops,most are bunch of liars.Roger is not !!!!

Great seevice

Go here if you want you car broken more than when you came in.

Reliable and honest.

The best place

Great service!

Manager is awesome

Shady.

Excellent service and they are bilingual

They have accuracy in their work but the price is rather high and expensive