Mavis Tires & Brakes — Local services in Saugus

UPDATE: after getting my brakes done, I immediately started hearing a screeching noise whenever I hit the brakes. We knew we weren’t taking it back to Mavis, as they had already screwed up everything they touched on our car. We took it to Sullivan Tire in Peabody and were told the brake job was done completely wrong. How does Mavis Tires & BRAKES do brakes wrong? It’s in your company title. Sullivan said it was very dangerous to have driven the car for the week that I did. We are now out over $1,300 for this brake job. My husband called customer service 8+ times with no answer, and we even drove TO Mavis to speak with someone directly. We were told they don’t give refunds on the weekends. ?? Finally get a call back after over a week. Mavis is refusing to give us a refund because we didn’t keep the parts. Because our main concern was our safety and getting it fixed ASAP, not saving the parts to show Mavis. I have never in my life experienced such terrible customer service. Not only did they break multiple other parts to our car, that we then PAID to have fixed at Mavis, they break one of the most important parts to a car and refuse to do anything about it. They said we should have brought it back for them to fix under warranty… why the hell would we bring our car back to you when you have messed up quite literally every single time we’ve been there? This entire company is a joke. I’d recommend my 4 year old nephew to do your brakes before recommending Mavis.

I rarely leave reviews. But I have to share my awful experience to hopefully save others from dealing with anything similar. I’ve been to this location 4 times in the last 3 weeks because every time I leave, something else is wrong or broken that wasn’t before I arrived. And they are painfully slow here! I waited over an hour and a half for a tire rotation that I had an appointment for!!! I will not be returning.

I came in for a simple tire rotation. After I left, my tire pressure light came on. Filled them up, no big deal. It came on again the same night. Filled them up, light was still on. The light began flashing. Brought it back to Mavis and they discovered that one of our TSPM sensors was completely dead. I had them replace it. Funny timing for the sensor to die right after they rotated my tires, but I let it go. After the replacement, the mechanic said he pulled the e-brake and I was to let the car sit for 5 minutes. After 5 minutes, put the brake back and drive it around for 20 ish miles and the system will reset and the light will turn off. That didn’t happen. AND my e-brake wouldn’t “click” back in after being pulled by the mechanic. It is all loose and wiggly, which isn’t safe at all. It had always been tightly in place before. I drove 30 minutes in traffic each way to go BACK to Mavis that same day and ask 1) why my e-brake is so loose now and 2) why the tire pressure light is still on, even after following the simple instructions he gave me. He claimed the e-brake is completely fine and that they didn’t mess with it so they couldn’t have broken it (I have never used it once in my life, and he quite literally told me earlier that HE pulled the brake - what do you mean you didn’t mess with it?). When I then asked why it’s so loose and that it doesn’t seem safe, he said “oh yeah, the cable sounds like it got loose. It’s a simple fix through the middle console. But we don’t fix that.” Great! So you admit it’s unsafe, that you’re the only one who touched it (probably yanked it too hard and loosened the cable) and now we have to waste more time and money bringing it somewhere else to get it fixed. He then said he could try something else to fix the tire pressure light. He spent about 3 minutes working on it and said it was all set. Fast forward 24 hours, the light is back on and flashing. Clearly he didn’t actually fix it, but instead found a quick temporary fix to get me to leave. I will NOT be going back to Mavis, and discourage anyone else from using them as well. Unless you want to waste hours of your time and leave with more issues than...

Update: About a week ago, I had to replace my brakes AGAIN because of the poor work done by Mavis. Of course, I took it to a different garage since I have only had bad experiences with Mavis. I went into the Saugus location last weekend in an attempt to get a refund for the $600+ that I spent on brakes that had to be completely replaced within 3 weeks. I was told that I had to speak to the regional manager Gino, and he informed me that refunds could not be processed over the weekend. It is now Friday, and I have yet to receive a refund. Since then, I have called his number 3 times, and he will even not respond. The lack of even basic customer service is absolutely ridiculous. To anyone who needs their car serviced, GO ANYWHERE BUT MAVIS. Your car likely will not be repaired in a satisfactory manner, and they will ignore your requests for assistance and refuse to correct the problem they caused. The lack of responsiveness by both email and phone is embarrasing.

If I could rate this garage as 0 stars, I would. The service I have received has been consistently subpar and twice in a row a mechanic caused one issue while fixing another. I brought my car in for brakes a couple weeks ago and left with the tire pressure light on. I assumed they had just lost some air while being taken off at the garage, but discovered that there was no leak. I had a broken TPMS sensor. This was not an issue prior to having my brakes replaced. I brought it back in a few days ago to replace the sensor and now my emergency brake is broken. Again, this was never an issue until I brought the car to Mavis. The icing on the cake is that the tire pressure light is still on. Once again, I ensured that the tires were properly inflated and they were. So it's clear that the mechanic did not fix the issue I paid to have fixed. Not only does this garage continue to be careless when doing repairs, but they have given my wife a hard time when she asks about the services being provided. A few days ago, after realizing the issue with the emergency brake, she brought the car back to see if they would fix it. The mechanic told her, without looking at the car, that the brake was fine. After she protested and the mechanic actually looked, he said it was broken but they "don't do that here." I can't help but think the experience would have been different if I had been the one raising an issue instead of my wife. To top it all off, I've now emailed Mavis customer service THREE TIMES over the past couple days and have yet to even receive a response. The mechanical service is poor but the customer service is simply unacceptable. I would never recommend anyone to bring their car to Mavis for any service and I will never be returning personally. Not only have I lost a good amount of money due to the consistent carelessness of Mavis and its mechanics, but I have been severely inconvenienced as I have to continue to bring my car in again and again. Mavis in Saugus, MA, you should be ashamed...

I’ve been coming to NTB Saugas for the past 3 years since a bad experience at Sears Auto & Tires (go figure they are out of business now). I bought 4 new Cooper Tires from NTB Saugas in January 2017 years ago. The life expectancy is 65K Miles and an all-seasons tire. I drive a lot for work, so I needed good tires to last me a while. I keep up with normal maintenance on my car and keep a log of every type of work that gets done to it. Tire rotations and balancing took place every 5k Miles. Come April 2019, my tire were practically bald and had terrible wear. They showed signs of cupping as well. One of the technicians working on my car took me into the shop to physically show me. They also told me my caliper was stuck and needed to be replaced asap, in which is a different and Long story. The store manager Chris gave me an estimate of 4 new Cooper tires and with installation package (road hazard warranty included), and wheel alignment, which totaled to a little under $500. I explained to Chris that this was an unexpected cost that I was unable to fork up at the time. Later that day I told my friend about it (whom recommended NTB to me in the first place), and she claimed that NTB should have prorated the tires. She ended up calling Chris right away to further explain and basically was my lawyer (lol). It turned out that the 4 old tires only lasted under 35K miles, which was not even 50% of the tread life. After a very long explanation and going back and forth with the proration and warranty with NTB & Cooper Tires, NTB apparently “owns” Cooper GLS Touring Tires. It was very strange when it came down to that conclusion. Anyway- the manager Chris was very understanding and willing to honor the negotiations of buying 4 new tires, with the installation package, and a 1-yr wheel alignment. I walked out paying $402. I was much happier with the cost, and I’m hoping they will last me longer than 35K this time around. Otherwise- I guess you get what you pay for. My only complaint about this location is that the wait is forever long, no matter what type of work that needs to be done. Also, every time i’ve gone to this location, there has always been a different manager. I’ve heard in the past that they’re always short on staff in Saugas so they always have to ask managers from different NTB locations. Some of them have been nicer than others. The wait time is always the same, minimum 1-1.5 hours. The great thing is they do have a wait room around back, and the windows give you a view of the entire shop- so you can see the technicians working on your car, and gives you a...