Mavis Tires & Brakes

06.23.24- my husband and I were returning from a trip out of eastern NM. One of the vehicles we drive is a 93 Suburban (which belongs to my dad). We noticed that the brakes were beginning to grind on the way out of town; it never went through a "squeaking/squealing" phase. Now, I do want to note that although it was likely needing pads/rotors, it was in safe driving condition.
06.25.24- I take the suburban into Mavis. Based on their exemplary reviews, it was easy to choose them; which now I'm highly questioning their legitimacy! I go in for my 3PM brake appt and get quoted $505 for new front brake pads and rotors. As a girl going into a shop you worry about getting taken advantage of as is, but the store manager, Daniel, had quoted a man nearby over $1,000 for all new brake pads and rotors, so I figured it was just going to be high. I began to call my dad to see what he thinks about the price; however, he was busy at the time so it took a little bit to reach him. In the meantime, Daniel comes back to let me know that I will need to have the brake line flushed and that it may need a new caliper d/t it being potentially seized (an additional $150). Daniel has me go into the shop to show me that my wheel bearings are loose, (passenger's front). Well they're tapered meaning that a little play is fine. I stated that I can pay for the additional caliper or wheel bearings, not both.
Around this time is when I reach my dad. He stated that the price is way too high and that he'll just plan on meeting me to see what the suburban needs. The mechanics put everything back together but continued to charge the $154 since they had got started. I understood that it was protocol and let them charge my card. Once the suburban is ready, Daniel walks me out (cigarette in hand) and begins asking, "You're not going to be driving very far are you? I wouldn't go any faster than 70mph." I thought it was strange but likely something they told everyone that didn't get the suggested work. Upon getting into the suburban, I see a huge grease spot in the seat! I asked a mechanic to clean it. I make it nearly halfway home (6mi total from shop) when I hear something that sounds like the wheel has came off the axle. I'm on the loop at this time and it's 4:30PM. I make it to my exit and stop to assess the damage. Luckily, the wheel is still on but it's smoking and there's fluid leaking out onto the rim. I do make it home, very slowly. Also, to add another small detail to this very long story, is that I’m 22 weeks pregnant. I get in the house and complete a survey from Mavis and get a call from the regional manager, Nick in about 5min time. He suggested that I have the suburban towed in the next morning and that they’ll only charge what the parts cost. My dad wanted to assess the damage himself, so we didn’t go that route, so he came to get the vehicle on Thursday. In the meantime, I spoke with a Dawn (who seemed sincerely concerned about my wellbeing) through the customer service number that is shared on the negative reviewed posts. She mentioned that they should be able to refund the $154 and also any additional damaged parts. On Friday morning, my dad found the following damage: spindle is ruined, treads were stripped and the bearing welded themselves to it. The driver’s side was also tightened up way too tight but luckily isn't damaged. Nick spoke to both my dad and myself who agreed to give the refund back. Nick mentioned that Daniel would give me a call either Friday afternoon or Saturday. I waited until Saturday at 3:50PM to give the shop a call to see about the refund. Daniel answered and said that he would give me a call back in 15-20min, but never did. I texted Nick at 5pm and haven’t heard back. I called Mavis today (06.30) but a different manager stated that he can’t complete refunds. Now, maybe since it is the weekend, this may be the reason but I’m hoping that they’re not about to give me more of a run around on this issue that became a HUGE problem once their mechanics messed with the suburban. I will update once/if the refund is received.