I took my car to Brakes Plus to get new brakes on Thursday, May 22, 2025. I dropped my car off at 10:20 AM. I was told there were two cars ahead of me but that it would only be a couple of hours at the most.
At 12:04, I received a call from them asking to flush the coolant since it was dirty. I agreed.
At 4:18, I called to check on my vehicle. I was told that they were working on the last item and that it would be finished soon.
I did not receive further contact from them, and at 20 minutes to 6 PM, they close at 6, I got a ride back to the store so I could speak to them in person. My car was still in the bay being worked on. I was told they were finishing up and that it would be ready in just a few minutes.
At 6:23, 40 MINUTES LATER, I was checked out. When I asked the man why it took all day, that I was told 8 HOURS AGO that it would be a couple of hours at the most, he said they were short staffed and only had two technicians working. I told him that no one communicated this to me, that there was no honest expectation of service time provided, and I was told repeatedly that my vehicle was almost ready, when in fact it was not! He apologized and offered a 10% discount on parts and labor, which I accepted.
However, when I got home and looked at the receipt, I found out that he only discounted the labor for $36.19, then CHARGED ME FOR A PARTS DISCOUNT OF $21.79, LEAVING ME WITH A WHOPPING $14.40 DISCOUNT TOTAL WHEN THE TOTAL DISCOUNT SHOULD HAVE BEEN $57.98! How a discount becomes a charge, I do not know, but I have the receipt to prove it.
The absolute worst part of this whole ordeal is the fact that I needed to leave Lewisville by 5:30 at the latest to drive almost 2 hours to my niece's graduation in Oklahoma. I purposely took my car in early that day so I would have had plenty of time to get there. I LEFT THIS STORE IN TEARS. I HAD TO CALL MY FAMILY TO TELL THEM I WASN'T GOING TO MAKE IT IN TIME! I MISSED MY NIECE GRADUATING!
AT NO POINT WAS ANYONE AT BRAKES PLUS HONEST WITH ME ABOUT THE TIME IT WAS GOING TO TAKE TO SERVICE MY VEHICLE! NO HONEST EXPECTATION WAS SET!
I can not effectively express how horrible I felt leaving Brakes Plus that day. How terrible it was to consistently be lied to about the service time. I can only hope that by leaving this review that they will change how they handle being short staffed going forward. I hope they come to understand that dishonesty can have a negative impact on their customers' lives. read more