Sactown Pros

This gentleman came to us for a brake inspectionHe called me, the day before he came in, asking what the cheapest brakes where that he could get for his truckFirst off I explained to him that we would need to see what the condition of his brakes were and advise him after our inspectionHe told me that he was trying to buy as cheap of a brake job, thru a service called Groupon, as he couldWe offer a couple of brake services, so I advised him to swing by for the inspectionI told him that we waive the $inspection fee if he has the brakes done here and at that point he said he would swing by for the inspectionUpon inspection we alerted and physically showed the customer that there was a malfunction in his brake system that had caused his right front brake pad to be entirely worn down to the metal plates, and it had even damaged his rotor beyond resurfacing ( a procedure used to remove uneven patches of worn pad sediment from rotors )He said that he just had the brakes done a while back, and how was that possible? We could tell that the brake components had not been serviced properly and explained to him that if the previous facility he used had not greased the caliper pins, and done a thorough job, this could damage the caliper, causing his issuesWe also explained to the customer that the brake rotor needed to be replaced as well as the brake caliper due to safety concernsHe refused to allow us to replace these components because of the costs involved at the time, being this close to Christmas, he saidWe spoke to him in detail, explaining what the effects of NOT replacing these vital components would case, and how he planned to remedy these issuesHe promised that he would be back ASAP to replace them as soon as he could save up the moneyWe advised against this, but we can not force the customer to buy what they can't afford, and feeling Christmas like, we decided to believe in his promise to be back soon, and being that we informed him, showed him, and advised against the failure to replace the needed parts, not only by me, my technician, and another customer that was here servicing their vehicle as well about the issues and still he refused to replace the parts we told him were causing the problemsHis truck came here with a bad caliper, worn to the plate brake pads, and he stated that the vehicle was already pulling to the right when he stopped (due to the bad caliper we told him after the inspection)My mechanic did not forget to install the brake caliper bolts, the OEM bolts were not on the vehicle when it came in, they had already been replaced beforeThe bolts that were in the trucks calipers did not have the anti unlocking built into the bottom of the head of the bolt, that keeps them from unscrewing themselves from vibration, on the passanger side as it did on the drivers side, an obvious sign that the bolts had probably fallen out before and had been replaced due to vibration from the oversized OFF Road tires on the truck, and the spacer adaptors causing them not to seat correctly against the rotor of the vehicleAccording to the customer, he has felt the vibrations ever since he had those tires put on for years and knows that there are spacers to prevent the OVERSIZED tires from rubbing on the truckWe told him that over time the tire vibration could be the cause of the caliber bolts falling out, and so at that point we used LOCK TIGHT ( a type of adhesive for bolts to keep them tight ) on the caliber bolts to help prevent them from coming loose againDue to the unusually colder temperatures we have been experiencing, we can only assume that the lock tight may not have had enough time to set properlyThe customer had called us the next morning stating that the truck had caused him to hit a curb, and that he had a tow truck towing it for himHe said that the tow truck driver told him that the bolt was missing, and the other bolt was looseWe advised him that we would come get the truck ASAP so we could take care of the problem, and that we would even pay for the first tow truck for the inconvenience, even though we had explained in detail about the consequences he would be accepting by not replacing the parts we advised him to replace while he was at out facilityWe brought the truck in and could see that the top caliper bolt was replaced again, before it we were able to tow it in, and like before, it had been replaced with the improper bolt In closing, we went out of our way to help this customer, and he refused to have the required work done that we advised him to do originallyShould we have refused service? Probably, but does that make it our fault when a customer doesn't have the ability to financially maintain their vehicle? I would hope notThanks, ***

Once again, like we stated in our first response, to this customers complaintHe brought his truck into our shop with these existing conditionsWe have them documented, and if the customer would like to pay for the repairs to his truck that we originally recommended, and have these other repairs that Les Schwab added as recommended repairs also, and have nothing to do with the repairs in questionWe will gladly perform the needed work for him at his expenseThe master cylinder would not have anything to do with the replacement of the brake pads, nor be damaged by the caliper coming looseThe caliper never came off of the vehicle, it merely swung down and rubbed on the inside of the rim, it wouldn't have locked up the tires nor would it have caused the vehicle to swerve out of control, and if the customer was not trying to get onto the freeway, knowing the conditions that he decided to leave it in, until he could afford to replace the parts that we showed him needed to be replaced, he would not have bumped into the curb in the first placeNone of the brake fluid leaked out from the caliper nor did the tire or rim sustain any damage other than some rub marks on the inside of the rim from the caliper, and we did perform a full inspection of the operation of the caliper to be sure it was still functionalTHE TECHNICIAN AND THE OWNER OF THE SHOP TOOK IT FOR A TEST DRIVE TOGETHER TO MAKE SURE IT WAS OPERATIONAL AND SAFE FOR HIM TO DRIVE HOME like he promised again!!! Obviously he is still driving it around looking for additional repairs he already has been informed of hereI called Paul at Les Schwab this morning and asked him what service they had provided for the customer in question and told him that you may call them for this complaint about usThey didn't even look into the caliper situation, but did see that the brake line had been replaced recentlyLes Schwab let Mr [redacted] leave their facility with the vehicle in the condition it is in and even gave him more things to fix as recommended repairs, and Mr [redacted] has once again declined to have the repairs completedThus showing that he has no moral concern to his own, or his family's safetyThe quote Mr [redacted] is providing you from Les Schwab has nothing to do with the service we performed for him here at Sactown Pros llcHe needed an alignment before we worked on the truck, most likely due to the oversized off road tires and poor condition of the passengers front brake assembly, and if he wanted an alignment performed, we could have done it at the time of the original brake inspection, if he had asked us toHe was here to check the brakes for the grinding sound he was hearing from the front passengers side and that was allMaybe we should have kept his truck locked in our facility until he could afford the new parts, and none of this would have been an issue, but it is hard to tell a customer, especially this close to Christmas, that they will have to leave the vehicle here until they can afford the additional repairsWe recommended the repairs that were needed to keep the incident from occurring, and MR [redacted] refused to have the repairs completed (just like at Les Schwab) at the time due to the expense of the parts that were needed to make his vehicle safe to drive on a daily basisHe promised us, and when I say us (there were of us trying to convince him not to take the truck in that condition) before we replaced his brake pads, that he would cautiously drive the vehicle home, park the vehicle, and be in as soon as he could afford the partsnot once, did he show a look of concern, nor express in any way, that he was worried for his, nor his family's safety and we told him over and over again that once we took the brake caliper off the damaged rotor, he would either have to accept full responsibility for the existing damages, and deal with the consequences, or come up with the additional money needed for the repairs before we would release the vehicle to himMr [redacted] chose to accept the responsibility of not repairing the truck properly, even tho we tried several different times to convince him otherwiseThe only other option, we explained at the time, was to leave the vehicle here until he could afford to repair the damaged parts, but he would not agree to that optionHe seemed extremely sincere in his actions and made the promise to bring it back in ASAP for us to complete the needed repairs Now he is trying to blame us for the damaged parts his vehicle came in withWe will gladly supply the parts for the work at our dealer cost to help him with this expense, and provide the additional labor at a discounted rateOur technician gets paid per hour and our shop rate is $95, we are willing to discount the labor to $per hour for himWe feel bad that he has suffered from this incident, but Mr [redacted] was given all the details as to the consequences of not being able to maintain his truck's brake system properly as we initially advised him before we removed the old brake pads and replaced themWe recommended to Mr [redacted] before we performed any work to his truck that he should try and find out why the shop that previously replaced his brake pads had not advised him of the caliper situation before they let the vehicle goIt appears that the last place that serviced his brakes may have turned his rotors beyond the recommended tolerances and caused the caliper to fail in the first place, before he came to us for the inspectionIf the caliper pistons extended further then they were designed to from the rotor being to thin, they can get damaged, and cause damage to other brake system components, like the master cylinderWe explained this several times to Mr [redacted] before, during, and after the repairs, as wellMr [redacted] understood perfectly fine what we had explained and it baffles me as to why he would be using such BROKEN ENGLISH in his correspondences with youWe even explained it to him in SPANISH as well to make sure he understood the consequences of his decision before, during, and after the service was completedAfter the initial incident, Mr [redacted] had asked us if we were going to pay for the tow truck bill that he incurred on the date of the incident, and we asked him to bring us the bill and we will gladly pay it, even tho the incident was caused by his actions, or lack there of by not servicing his brakes properly like he had been advisedHe also had asked if we used the old parts? Our response was yes, the only old parts were his existingly damaged rotor, and caliper for which he didn't have the money to replace at the time of his initial brake inspection, nor did he mention that he would like to replace them due to this incident eitherThe only parts he purchased from us were the brake pads themselves, at a discounted rate, being a Groupon customer, and we did inspect them at the time for any damages that may have been caused from the incident, but we found no damages to warrant replacementThey would have been replaced free of charge if they were damaged from the incident, so when, and if he saves up the money to replace the rotor, and caliper he needs to replace, we offered to replace the pads again for him free of charge under warranty, and we told Mr [redacted] this several times, not that we have to, but just as a courtesy to himMr [redacted] also stated the we charged him to fix the rotorBefore the incident occurred, the rotor's condition was very poor, grooved, and glazedAfter the incident it was in the same condition as when it was originally in, as noted in our initial inspection of the brake system, and did not sustain any damage from the incidentInitially, due to the fact that the rotor was to far below the acceptable tolerance to be turned, we scuffed the surface of the rotor with sandpaper to remove as much of the old brake pad materials distributed by the prake pads during use to hopefully help eliminate some of the unnecessary vibration Mr [redacted] was feeling when he came in for his initial brake inspection Aside from that, Mr [redacted] knows that it needs to be replacedand Mr [redacted] is also well aware of this fact and should feel at ease knowing that we will continue to warranty his front brake pads, if they ever fail due to manufacture defects, for as long as he owns the vehicleFor Mr [redacted] to assume that we would replace the rotor and caliper is a bit naive since he knows the poor condition that he brought them in initiallyLike I stated, we are willing to go out of our way to help remedy Mr [redacted] 's brake issues, and help out with the expense to repair his vehicleWe will even give him our cost price for an alignment tooWe do not wish for Mr [redacted] to not feel safe in his vehicle, we are in business to help repair peoples vehicles not complicate their livesAs a business, we can only repair the things that we have control over, we do not have control over the customers financesWhen a customer can not afford a repair, and we know how economically challenged customers are now a days, we should not have to worry that every customer we try and help in their time of need would have the ability to accuse us of neglectEspecially when we do our part to explain to the customer, in advance, that there will be consequences if they do not have the proper repairs doneMr [redacted] expressed that he doesn't feel safe driving the vehicle or coming back to us for the needed repairs, but still feels safe enough to continue to drive the vehicle to other repair facilities for inspections (and refuses to have the needed work completed at that facility, even tho it is work unassociated with our issue)Les Schwab didn't make Mr [redacted] get the needed repairs done either, so for him to assume that it is our responsibility to replace the parts that were damaged beyond repair due to his lack of financial resources upon his initial inspection is both absurd and ridiculousEven though he has offended us in every possible way with this unnecessary campaign against us, we are still willing to help him out financially and help him get his truck repairedThank you, ***

Once again, like we stated in our first response, to this customers complaintHe brought his truck into our shop with these existing conditionsWe have them documented, and if the customer would like to pay for the repairs to his truck that we originally recommended, and have these other repairs that Les Schwab added as recommended repairs also, and have nothing to do with the repairs in question. We will gladly perform the needed work for him at his expenseThe master cylinder would not have anything to do with the replacement of the brake pads, nor be damaged by the caliper coming looseThe caliper never came off of the vehicle, it merely swung down and rubbed on the inside of the rim, it wouldn't have locked up the tires nor would it have caused the vehicle to swerve out of control, and if the customer was not trying to get onto the freeway, knowing the conditions that he decided to leave it in, until he could afford to replace the parts that we showed him needed to be replaced, he would not have bumped into the curb in the first placeNone of the brake fluid leaked out from the caliper nor did the tire or rim sustain any damage other than some rub marks on the inside of the rim from the caliper, and we did perform a full inspection of the operation of the caliper to be sure it was still functional. THE TECHNICIAN AND THE OWNER OF THE SHOP TOOK IT FOR A TEST DRIVE TOGETHER TO MAKE SURE IT WAS OPERATIONAL AND SAFE FOR HIM TO DRIVE HOME like he promised again!!! Obviously he is still driving it around looking for additional repairs he already has been informed of here. I called Paul at Les Schwab this morning and asked him what service they had provided for the customer in question and told him that you may call them for this complaint about usThey didn't even look into the caliper situation, but did see that the brake line had been replaced recentlyLes Schwab let Mr*** leave their facility with the vehicle in the condition it is in and even gave him more things to fix as recommended repairs, and Mr*** has once again declined to have the repairs completedThus showing that he has no moral concern to his own, or his family's safetyThe quote Mr*** is providing you from Les Schwab has nothing to do with the service we performed for him here at Sactown Pros llcHe needed an alignment before we worked on the truck, most likely due to the oversized off road tires and poor condition of the passengers front brake assembly, and if he wanted an alignment performed, we could have done it at the time of the original brake inspection, if he had asked us toHe was here to check the brakes for the grinding sound he was hearing from the front passengers side and that was allMaybe we should have kept his truck locked in our facility until he could afford the new parts, and none of this would have been an issue, but it is hard to tell a customer, especially this close to Christmas, that they will have to leave the vehicle here until they can afford the additional repairsWe recommended the repairs that were needed to keep the incident from occurring, and MR*** refused to have the repairs completed (just like at Les Schwab) at the time due to the expense of the parts that were needed to make his vehicle safe to drive on a daily basisHe promised us, and when I say us (there were of us trying to convince him not to take the truck in that condition) before we replaced his brake pads, that he would cautiously drive the vehicle home, park the vehicle, and be in as soon as he could afford the partsnot once, did he show a look of concern, nor express in any way, that he was worried for his, nor his family's safety and we told him over and over again that once we took the brake caliper off the damaged rotor, he would either have to accept full responsibility for the existing damages, and deal with the consequences, or come up with the additional money needed for the repairs before we would release the vehicle to himMr*** chose to accept the responsibility of not repairing the truck properly, even tho we tried several different times to convince him otherwiseThe only other option, we explained at the time, was to leave the vehicle here until he could afford to repair the damaged parts, but he would not agree to that optionHe seemed extremely sincere in his actions and made the promise to bring it back in ASAP for us to complete the needed repairs Now he is trying to blame us for the damaged parts his vehicle came in withWe will gladly supply the parts for the work at our dealer cost to help him with this expense, and provide the additional labor at a discounted rateOur technician gets paid per hour and our shop rate is $95, we are willing to discount the labor to $per hour for himWe feel bad that he has suffered from this incident, but Mr*** was given all the details as to the consequences of not being able to maintain his truck's brake system properly as we initially advised him before we removed the old brake pads and replaced themWe recommended to Mr*** before we performed any work to his truck that he should try and find out why the shop that previously replaced his brake pads had not advised him of the caliper situation before they let the vehicle goIt appears that the last place that serviced his brakes may have turned his rotors beyond the recommended tolerances and caused the caliper to fail in the first place, before he came to us for the inspectionIf the caliper pistons extended further then they were designed to from the rotor being to thin, they can get damaged, and cause damage to other brake system components, like the master cylinderWe explained this several times to Mr*** before, during, and after the repairs, as wellMr*** understood perfectly fine what we had explained and it baffles me as to why he would be using such BROKEN ENGLISH in his correspondences with youWe even explained it to him in SPANISH as well to make sure he understood the consequences of his decision before, during, and after the service was completedAfter the initial incident, Mr*** had asked us if we were going to pay for the tow truck bill that he incurred on the date of the incident, and we asked him to bring us the bill and we will gladly pay it, even tho the incident was caused by his actions, or lack there of by not servicing his brakes properly like he had been advisedHe also had asked if we used the old parts? Our response was yes, the only old parts were his existingly damaged rotor, and caliper for which he didn't have the money to replace at the time of his initial brake inspection, nor did he mention that he would like to replace them due to this incident eitherThe only parts he purchased from us were the brake pads themselves, at a discounted rate, being a Groupon customer, and we did inspect them at the time for any damages that may have been caused from the incident, but we found no damages to warrant replacementThey would have been replaced free of charge if they were damaged from the incident, so when, and if he saves up the money to replace the rotor, and caliper he needs to replace, we offered to replace the pads again for him free of charge under warranty, and we told Mr*** this several times, not that we have to, but just as a courtesy to himMr*** also stated the we charged him to fix the rotorBefore the incident occurred, the rotor's condition was very poor, grooved, and glazedAfter the incident it was in the same condition as when it was originally in, as noted in our initial inspection of the brake system, and did not sustain any damage from the incidentInitially, due to the fact that the rotor was to far below the acceptable tolerance to be turned, we scuffed the surface of the rotor with sandpaper to remove as much of the old brake pad materials distributed by the prake pads during use to hopefully help eliminate some of the unnecessary vibration Mr*** was feeling when he came in for his initial brake inspection Aside from that, Mr*** knows that it needs to be replacedand Mr*** is also well aware of this fact and should feel at ease knowing that we will continue to warranty his front brake pads, if they ever fail due to manufacture defects, for as long as he owns the vehicleFor Mr*** to assume that we would replace the rotor and caliper is a bit naive since he knows the poor condition that he brought them in initiallyLike I stated, we are willing to go out of our way to help remedy Mr***'s brake issues, and help out with the expense to repair his vehicleWe will even give him our cost price for an alignment tooWe do not wish for Mr*** to not feel safe in his vehicle, we are in business to help repair peoples vehicles not complicate their livesAs a business, we can only repair the things that we have control over, we do not have control over the customers financesWhen a customer can not afford a repair, and we know how economically challenged customers are now a days, we should not have to worry that every customer we try and help in their time of need would have the ability to accuse us of neglectEspecially when we do our part to explain to the customer, in advance, that there will be consequences if they do not have the proper repairs doneMr*** expressed that he doesn't feel safe driving the vehicle or coming back to us for the needed repairs, but still feels safe enough to continue to drive the vehicle to other repair facilities for inspections (and refuses to have the needed work completed at that facility, even tho it is work unassociated with our issue)Les Schwab didn't make Mr*** get the needed repairs done either, so for him to assume that it is our responsibility to replace the parts that were damaged beyond repair due to his lack of financial resources upon his initial inspection is both absurd and ridiculousEven though he has offended us in every possible way with this unnecessary campaign against us, we are still willing to help him out financially and help him get his truck repaired...Thank you,***

Hi [redacted]. This is [redacted] from Sactown Pros. I am the majority owner and the tech that worked on [redacted] truck. When I started the vehicle I let the shop manager [redacted] know that there was major wiring issues in the truck under the dash board that ran from the engine compartment that were...

cut and left hanging under the dash. The original alarm in the vehicle was installed poorly as well. His headlight switch was barley hanging on which made it difficult to even turn on the headlights properly. I removed the alarm and the wires associated with the alarm. I properly connected the new alarm in a professional manner. The only wire I ran under the hood was the siren in which I only ran approximately 6-12 inches of wire through the firewall on the driver side. I also noted on the work order that the customers door locks were sticking. When [redacted] called after he picked up his truck he stated his gauges didn't work. We scheduled a time to diagnose the issue. During the diagnosis I reviewed all the wires I connected to the new alarm. I also checked to see if his loose light switch caused the short, I tested and fixed the light switch, however it did not fix the problem. I removed the gauges completely from the truck to see if they are causing the short. That did not have any results as well. There was further diagnosing needed but it was going to go beyond the alarm install we did and would charge additional diagnosis fee. [redacted] reported us to the Bureau of Automotive Repair. They conducted an investigation in which they determined the short the truck was experiencing was coming from wires near the air filter element. We were complimented on a job well done with the alarm and the way we run our wires. They closed the case and stated we were not responsible for the problems [redacted] was experiencing. I do not have a case # for [redacted] claim with the Bureau of Automotive repair. He may be able to provide that information.If there are any further questions feel free to call me at [redacted]. Thank you

I am rejecting this response because: for what I see sactown pros dont wanna  take any responsibility on this issue they are giving excuses with no proves of what they are saying I never take a drive test with the mecanic like they said they never told me about my truck need a aliniament.. I been driving my truck for 2years I know whats good and bad on it if they wouldn't forget to tight the screw we wouldn't been having this issue les schwab remove the four tires told me what damage sactown pros cause by not installing professional the caliber.. I already sumit a copy of  les schwab brake inspection. Im not just giving my opinion now we even have another shop opinions too.. all I want is they take responsibility on what they did o will have to take legal action on this issue.. I giving them pictures of the damages also  les schwab inspection

I am rejecting this response because: when I take my truck for the inspection they did told me about the damage I have on my rotor due to the used brake pads they told I should replace it I told them I didn't have the money they offer me a temporary fix by replacing my break pads and fixing the rotor they charge me $37.82 for the fixing rotor  they told me it was only a temporary fix.. right aftet leaving the shop thats when I start hearing a noise on my right front tire my brakes fail I crash on the curve of the street causimg causing my steering wheel turn to the o positive way of my front tires.. when I check my tires I notice a a loose screw and one missing screw how could get loose that fast about 2miles away from their shop im not asking more that just get my truck fix in a different shop cause my caliber get smash for the tires my rotor get more damage my rim has a damage and problems with my aliniament  thats all im asking that day I was with my family and I could've lost more that just someparts of truck damage

This gentleman came to us for a brake inspection. He called me, the day before he came in, asking what the cheapest brakes where that he could get for his truck. First off I explained to him that we would need to see what the condition of his brakes were and advise him after our inspection. He...

told me that he was trying to buy as cheap of a brake job, thru a service called Groupon, as he could. We offer a couple of brake services, so I advised him to swing by for the inspection. I told him that we waive the $45 inspection fee if he has the brakes done here and at that point he said he would swing by for the inspection. Upon inspection we alerted and physically showed the customer that there was a malfunction in his brake system that had caused his right front brake pad to be entirely worn down to the metal plates, and it had even damaged his rotor beyond resurfacing ( a procedure used to remove uneven patches of worn pad sediment from rotors ). He said that he just had the brakes done a while back, and how was that possible? We could tell that the brake components had not been serviced properly and explained to him that if the previous facility he used had not greased the caliper pins, and done a thorough job, this could damage the caliper, causing his issues. We also explained to the customer that the brake rotor needed to be replaced as well as the brake caliper due to safety concerns. He refused to allow us to replace these components because of the costs involved at the time, being this close to Christmas, he said. We spoke to him in detail, explaining what the effects of NOT replacing these vital components would case, and how he planned to remedy these issues. He promised that he would be back ASAP to replace them as soon as he could save up the money. We advised against this, but we can not force the customer to buy what they can't afford, and feeling Christmas like, we decided to believe in his promise to be back soon, and being that we informed him, showed him, and advised against the failure to replace the needed parts, not only by me, my technician, and another customer that was here servicing their vehicle as well about the issues and still he refused to replace the parts we told him were causing the problems. His truck came here with a bad caliper, worn to the plate brake pads, and he stated that the vehicle was already pulling to the right  when he stopped (due to the bad caliper we told him after the inspection). My mechanic did not forget to install the brake caliper bolts, the OEM bolts were not on the vehicle when it came in, they had already been replaced before. The bolts that were in the trucks calipers did not have the anti unlocking built into the bottom of the head of the bolt, that keeps them from unscrewing themselves from vibration, on the passanger side as it did on the drivers side, an obvious sign that the bolts had probably fallen out before and had been replaced due to vibration from the oversized OFF Road tires on the truck, and the spacer adaptors causing them not to seat correctly against the rotor of the vehicle. According to the customer, he has felt the vibrations ever since he had those tires put on for years and knows that there are spacers to prevent the OVERSIZED tires from rubbing on the truck. We told him that over time the tire vibration could be the cause of the caliber bolts falling out, and so at that point we used LOCK TIGHT ( a type of adhesive for bolts to keep them tight ) on the caliber bolts to help prevent them from coming loose again. Due to the unusually colder temperatures we have been experiencing, we can only assume that the lock tight may not have had enough time to set properly. The customer had called us the next morning stating that the truck had caused him to hit a curb, and that he had a tow truck towing it for him. He said that the tow truck driver told him that the bolt was missing, and the other bolt was loose. We advised him that we would come get the truck ASAP so we could take care of the problem, and that we would even pay for the first tow truck for the inconvenience, even though we had explained in detail about the consequences he would be accepting by not replacing the parts we advised him to replace while he was at out facility. We brought the truck in and could see that the top caliper bolt was replaced again, before it we were able to tow it in, and like before, it had been replaced with the improper bolt. 
In closing, we went out of our way to help this customer, and he refused to have the required work done that we advised him to do originally. Should we have refused service? Probably, but does that make it our fault when a customer doesn't have the ability to financially maintain their vehicle? I would hope not..
Thanks,
[redacted]

This gentleman came to us for a brake inspection. He called me, the day before he came in, asking what the cheapest brakes where that he could get for his truck. First off I explained to him that we would need to see what the condition of his brakes were and advise him after our inspection. He told...

me that he was trying to buy as cheap of a brake job, thru a service called Groupon, as he could. We offer a couple of brake services, so I advised him to swing by for the inspection. I told him that we waive the $45 inspection fee if he has the brakes done here and at that point he said he would swing by for the inspection. Upon inspection we alerted and physically showed the customer that there was a malfunction in his brake system that had caused his right front brake pad to be entirely worn down to the metal plates, and it had even damaged his rotor beyond resurfacing ( a procedure used to remove uneven patches of worn pad sediment from rotors ). He said that he just had the brakes done a while back, and how was that possible? We could tell that the brake components had not been serviced properly and explained to him that if the previous facility he used had not greased the caliper pins, and done a thorough job, this could damage the caliper, causing his issues. We also explained to the customer that the brake rotor needed to be replaced as well as the brake caliper due to safety concerns. He refused to allow us to replace these components because of the costs involved at the time, being this close to Christmas, he said. We spoke to him in detail, explaining what the effects of NOT replacing these vital components would case, and how he planned to remedy these issues. He promised that he would be back ASAP to replace them as soon as he could save up the money. We advised against this, but we can not force the customer to buy what they can't afford, and feeling Christmas like, we decided to believe in his promise to be back soon, and being that we informed him, showed him, and advised against the failure to replace the needed parts, not only by me, my technician, and another customer that was here servicing their vehicle as well about the issues and still he refused to replace the parts we told him were causing the problems. His truck came here with a bad caliper, worn to the plate brake pads, and he stated that the vehicle was already pulling to the right  when he stopped (due to the bad caliper we told him after the inspection). My mechanic did not forget to install the brake caliper bolts, the OEM bolts were not on the vehicle when it came in, they had already been replaced before. The bolts that were in the trucks calipers did not have the anti unlocking built into the bottom of the head of the bolt, that keeps them from unscrewing themselves from vibration, on the passanger side as it did on the drivers side, an obvious sign that the bolts had probably fallen out before and had been replaced due to vibration from the oversized OFF Road tires on the truck, and the spacer adaptors causing them not to seat correctly against the rotor of the vehicle. According to the customer, he has felt the vibrations ever since he had those tires put on for years and knows that there are spacers to prevent the OVERSIZED tires from rubbing on the truck. We told him that over time the tire vibration could be the cause of the caliber bolts falling out, and so at that point we used LOCK TIGHT ( a type of adhesive for bolts to keep them tight ) on the caliber bolts to help prevent them from coming loose again. Due to the unusually colder temperatures we have been experiencing, we can only assume that the lock tight may not have had enough time to set properly. The customer had called us the next morning stating that the truck had caused him to hit a curb, and that he had a tow truck towing it for him. He said that the tow truck driver told him that the bolt was missing, and the other bolt was loose. We advised him that we would come get the truck ASAP so we could take care of the problem, and that we would even pay for the first tow truck for the inconvenience, even though we had explained in detail about the consequences he would be accepting by not replacing the parts we advised him to replace while he was at out facility. We brought the truck in and could see that the top caliper bolt was replaced again, before it we were able to tow it in, and like before, it had been replaced with the improper bolt. In closing, we went out of our way to help this customer, and he refused to have the required work done that we advised him to do originally. Should we have refused service? Probably, but does that make it our fault when a customer doesn't have the ability to financially maintain their vehicle? I would hope not..Thanks,[redacted]

Once again, like we stated in our first response, to this customers complaint. He brought his truck into our shop with these existing conditions. We have them documented, and if the customer would like to pay for the repairs to his truck that we originally recommended, and have these other repairs that Les Schwab added as recommended repairs also, and have nothing to do with the repairs in question. We will gladly perform the needed work for him at his expense. The master cylinder would not have anything to do with the replacement of the brake pads, nor be damaged by the caliper coming loose. The caliper never came off of the vehicle, it merely swung down and rubbed on the inside of the rim, it wouldn't have locked up the tires nor would it have caused the vehicle to swerve out of control, and if the customer was not trying to get onto the freeway, knowing the conditions that he decided to leave it in, until he could afford to replace the parts that we showed him needed to be replaced, he would not have bumped into the curb in the first place. None of the brake fluid leaked out from the caliper nor did the tire or rim sustain any damage other than some rub marks on the inside of the rim from the caliper, and we did perform a full inspection of the operation of the caliper to be sure it was still functional. THE TECHNICIAN AND THE OWNER OF THE SHOP TOOK IT FOR A TEST DRIVE TOGETHER TO MAKE SURE IT WAS OPERATIONAL AND SAFE FOR HIM TO DRIVE HOME like he promised again!!! Obviously he is still driving it around looking for additional repairs he already has been informed of here. I called Paul at Les Schwab this morning and asked him what service they had provided for the customer in question and told him that you may call them for this complaint about us. They didn't even look into the caliper situation, but did see that the brake line had been replaced recently. Les Schwab let Mr. [redacted] leave their facility with the vehicle in the condition it is in and even gave him more things to fix as recommended repairs, and Mr. [redacted] has once again declined to have the repairs completed. Thus showing that he has no moral concern to his own, or his family's safety. The quote Mr. [redacted] is providing you from Les Schwab has nothing to do with the service we performed for him here at Sactown Pros llc. He needed an alignment before we worked on the truck, most likely due to the oversized off road tires and poor condition of the passengers front brake assembly, and if he wanted an alignment performed, we could have done it at the time of the original brake inspection, if he had asked us to. He was here to check the brakes for the grinding sound he was hearing from the front passengers side and that was all. Maybe we should have kept his truck locked in our facility until he could afford the new parts, and none of this would have been an issue, but it is hard to tell a customer, especially this close to Christmas, that they will have to leave the vehicle here until they can afford the additional repairs. We recommended the repairs that were needed to keep the incident from occurring, and MR. [redacted] refused to have the repairs completed (just like at Les Schwab) at the time due to the expense of the parts that were needed to make his vehicle safe to drive on a daily basis. He promised us, and when I say us (there were 5 of us trying to convince him not to take the truck in that condition) before we replaced his brake pads, that he would cautiously drive the vehicle home, park the vehicle, and be in as soon as he could afford the parts. not once, did he show a look of concern, nor express in any way, that he was worried for his, nor his family's safety and we told him over and over again that once we took the brake caliper off the damaged rotor, he would either have to accept full responsibility for the existing damages, and deal with the consequences, or come up with the additional money needed for the repairs before we would release the vehicle to him. Mr. [redacted] chose to accept the responsibility of not repairing the truck properly, even tho we tried several different times to convince him otherwise. The only other option, we explained at the time, was to leave the vehicle here until he could afford to repair the damaged parts, but he would not agree to that option. He seemed extremely sincere in his actions and made the promise to bring it back in ASAP for us to complete the needed repairs.  Now he is trying to blame us for the damaged parts his vehicle came in with. We will gladly supply the parts for the work at our dealer cost to help him with this expense, and provide the additional labor at a discounted rate. Our technician gets paid per hour and our shop rate is $95, we are willing to discount the labor to $50 per hour for him. We feel bad that he has suffered from this incident, but Mr. [redacted] was given all the details as to the consequences of not being able to maintain his truck's brake system properly as we initially advised him before we removed the old brake pads and replaced them. We recommended to Mr. [redacted] before we performed any work to his truck that he should try and find out why the shop that previously replaced his brake pads had not advised him of the caliper situation before they let the vehicle go. It appears that the last place that serviced his brakes may have turned his rotors beyond the recommended tolerances and caused the caliper to fail in the first place, before he came to us for the inspection. If the caliper pistons extended further then they were designed to from the rotor being to thin, they can get damaged, and cause damage to other brake system components, like the master cylinder. We explained this several times to Mr. [redacted] before, during, and after the repairs, as well. Mr. [redacted] understood perfectly fine what we had explained and it baffles me as to why he would be using such BROKEN ENGLISH in his correspondences with you. We even explained it to him in SPANISH as well to make sure he understood the consequences of his decision before, during, and after the service was completed. After the initial incident, Mr. [redacted] had asked us if we were going to pay for the tow truck bill that he incurred on the date of the incident, and we asked him to bring us the bill and we will gladly pay it, even tho the incident was caused by his actions, or lack there of by not servicing his brakes properly like he had been advised. He also had asked if we used the old parts? Our response was yes, the only old parts were his existingly damaged rotor, and caliper for which he didn't have the money to replace at the time of his initial brake inspection, nor did he mention that he would like to replace them due to this incident either. The only parts he purchased from us were the brake pads themselves, at a discounted rate, being a Groupon customer, and we did inspect them at the time for any damages that may have been caused from the incident, but we found no damages to warrant replacement. They would have been replaced free of charge if they were damaged from the incident, so when, and if he saves up the money to replace the rotor, and caliper he needs to replace, we offered to replace the pads again for him free of charge under warranty, and we told Mr. [redacted] this several times, not that we have to, but just as a courtesy to him. Mr. [redacted] also stated the we charged him to fix the rotor. Before the incident occurred, the rotor's condition was very poor, grooved, and glazed. After the incident it was in the same condition as when it was originally in, as noted in our initial inspection of the brake system, and did not sustain any damage from the incident. Initially, due to the fact that the rotor was to far below the acceptable tolerance to be turned, we scuffed the surface of the rotor with sandpaper to remove as much of the old brake pad materials distributed by the prake pads during use to hopefully help eliminate some of the unnecessary vibration Mr. [redacted] was feeling when he came in for his initial brake inspection.  Aside from that, Mr. [redacted] knows that it needs to be replaced. and Mr. [redacted] is also well aware of this fact and should feel at ease knowing that we will continue to warranty his front brake pads, if they ever fail due to manufacture defects, for as long as he owns the vehicle. For Mr. [redacted] to assume that we would replace the rotor and caliper is a bit naive since he knows the poor condition that he brought them in initially. Like I stated, we are willing to go out of our way to help remedy Mr. [redacted]'s brake issues, and help out with the expense to repair his vehicle. We will even give him our cost price for an alignment too. We do not wish for Mr. [redacted] to not feel safe in his vehicle, we are in business to help repair peoples vehicles not complicate their lives... As a business, we can only repair the things that we have control over, we do not have control over the customers finances. When a customer can not afford a repair, and we know how economically challenged customers are now a days, we should not have to worry that every customer we try and help in their time of need would have the ability to accuse us of neglect. Especially when we do our part to explain to the customer, in advance, that there will be consequences if they do not have the proper repairs done. Mr. [redacted] expressed that he doesn't feel safe driving the vehicle or coming back to us for the needed repairs, but still feels safe enough to continue to drive the vehicle to other repair facilities for inspections (and refuses to have the needed work completed at that facility, even tho it is work unassociated with our issue). Les Schwab didn't make Mr. [redacted] get the needed repairs done either, so for him to assume that it is our responsibility to replace the parts that were damaged beyond repair due to his lack of financial resources upon his initial inspection is both absurd and ridiculous. Even though he has offended us in every possible way with this unnecessary campaign against us, we are still willing to help him out financially and help him get his truck repaired...
Thank you,
[redacted]

I have been shopping here for years and they are such a family friendly business. I have had a couple of me car tinted there, and one awesome stereo system too. I was even lucky enough to have met a couple of the Sacramento Kings players (from the golden days) having their cars worked on. I know they have new owners now, but it's as if you are part of the family when you are there. On my most recent visit I needed a ride back to work while they tinted my 2015 Camry and sure enough the provided it for me. Gotta love the customer service from them.

Review: I take my truck for a brake inspection and get new brake pads on 12/12/2015 after the service on my way home my brakes fail they forget to put the screw that hold the brakes I crash having a rim damage brake damage and aliniament problem they take my truck to their shop on 12/15/2015 to repair the damages when they call me to pick up my truck I notice they re used all the damages parts on my truck and still having the aliniament problems I don't feel safe drving my truck on those conditions I request to be able to take my truck to a diferente shop repair and they cover all the expenses on labor and partsDesired Settlement: I request to be able to take my truck to a diferent shop repair ant they cover all the expenses on labor and parts

Business

Response:

This gentleman came to us for a brake inspection. He called me, the day before he came in, asking what the cheapest brakes where that he could get for his truck. First off I explained to him that we would need to see what the condition of his brakes were and advise him after our inspection. He told me that he was trying to buy as cheap of a brake job, thru a service called Groupon, as he could. We offer a couple of brake services, so I advised him to swing by for the inspection. I told him that we waive the $45 inspection fee if he has the brakes done here and at that point he said he would swing by for the inspection. Upon inspection we alerted and physically showed the customer that there was a malfunction in his brake system that had caused his right front brake pad to be entirely worn down to the metal plates, and it had even damaged his rotor beyond resurfacing ( a procedure used to remove uneven patches of worn pad sediment from rotors ). He said that he just had the brakes done a while back, and how was that possible? We could tell that the brake components had not been serviced properly and explained to him that if the previous facility he used had not greased the caliper pins, and done a thorough job, this could damage the caliper, causing his issues. We also explained to the customer that the brake rotor needed to be replaced as well as the brake caliper due to safety concerns. He refused to allow us to replace these components because of the costs involved at the time, being this close to Christmas, he said. We spoke to him in detail, explaining what the effects of NOT replacing these vital components would case, and how he planned to remedy these issues. He promised that he would be back ASAP to replace them as soon as he could save up the money. We advised against this, but we can not force the customer to buy what they can't afford, and feeling Christmas like, we decided to believe in his promise to be back soon, and being that we informed him, showed him, and advised against the failure to replace the needed parts, not only by me, my technician, and another customer that was here servicing their vehicle as well about the issues and still he refused to replace the parts we told him were causing the problems. His truck came here with a bad caliper, worn to the plate brake pads, and he stated that the vehicle was already pulling to the right when he stopped (due to the bad caliper we told him after the inspection). My mechanic did not forget to install the brake caliper bolts, the OEM bolts were not on the vehicle when it came in, they had already been replaced before. The bolts that were in the trucks calipers did not have the anti unlocking built into the bottom of the head of the bolt, that keeps them from unscrewing themselves from vibration, on the passanger side as it did on the drivers side, an obvious sign that the bolts had probably fallen out before and had been replaced due to vibration from the oversized OFF Road tires on the truck, and the spacer adaptors causing them not to seat correctly against the rotor of the vehicle. According to the customer, he has felt the vibrations ever since he had those tires put on for years and knows that there are spacers to prevent the OVERSIZED tires from rubbing on the truck. We told him that over time the tire vibration could be the cause of the caliber bolts falling out, and so at that point we used LOCK TIGHT ( a type of adhesive for bolts to keep them tight ) on the caliber bolts to help prevent them from coming loose again. Due to the unusually colder temperatures we have been experiencing, we can only assume that the lock tight may not have had enough time to set properly. The customer had called us the next morning stating that the truck had caused him to hit a curb, and that he had a tow truck towing it for him. He said that the tow truck driver told him that the bolt was missing, and the other bolt was loose. We advised him that we would come get the truck ASAP so we could take care of the problem, and that we would even pay for the first tow truck for the inconvenience, even though we had explained in detail about the consequences he would be accepting by not replacing the parts we advised him to replace while he was at out facility. We brought the truck in and could see that the top caliper bolt was replaced again, before it we were able to tow it in, and like before, it had been replaced with the improper bolt. In closing, we went out of our way to help this customer, and he refused to have the required work done that we advised him to do originally. Should we have refused service? Probably, but does that make it our fault when a customer doesn't have the ability to financially maintain their vehicle? I would hope not..Thanks,[redacted]

Consumer

Response:

I am rejecting this response because: when I take my truck for the inspection they did told me about the damage I have on my rotor due to the used brake pads they told I should replace it I told them I didn't have the money they offer me a temporary fix by replacing my break pads and fixing the rotor they charge me $37.82 for the fixing rotor they told me it was only a temporary fix.. right aftet leaving the shop thats when I start hearing a noise on my right front tire my brakes fail I crash on the curve of the street causimg causing my steering wheel turn to the o positive way of my front tires.. when I check my tires I notice a a loose screw and one missing screw how could get loose that fast about 2miles away from their shop im not asking more that just get my truck fix in a different shop cause my caliber get smash for the tires my rotor get more damage my rim has a damage and problems with my aliniament thats all im asking that day I was with my family and I could've lost more that just someparts of truck damage

Business

Response:

Once again, like we stated in our first response, to this customers complaint. He brought his truck into our shop with these existing conditions. We have them documented, and if the customer would like to pay for the repairs to his truck that we originally recommended, and have these other repairs that Les Schwab added as recommended repairs also, and have nothing to do with the repairs in question. We will gladly perform the needed work for him at his expense. The master cylinder would not have anything to do with the replacement of the brake pads, nor be damaged by the caliper coming loose. The caliper never came off of the vehicle, it merely swung down and rubbed on the inside of the rim, it wouldn't have locked up the tires nor would it have caused the vehicle to swerve out of control, and if the customer was not trying to get onto the freeway, knowing the conditions that he decided to leave it in, until he could afford to replace the parts that we showed him needed to be replaced, he would not have bumped into the curb in the first place. None of the brake fluid leaked out from the caliper nor did the tire or rim sustain any damage other than some rub marks on the inside of the rim from the caliper, and we did perform a full inspection of the operation of the caliper to be sure it was still functional. THE TECHNICIAN AND THE OWNER OF THE SHOP TOOK IT FOR A TEST DRIVE TOGETHER TO MAKE SURE IT WAS OPERATIONAL AND SAFE FOR HIM TO DRIVE HOME like he promised again!!! Obviously he is still driving it around looking for additional repairs he already has been informed of here. I called Paul at Les Schwab this morning and asked him what service they had provided for the customer in question and told him that you may call them for this complaint about us. They didn't even look into the caliper situation, but did see that the brake line had been replaced recently. Les Schwab let Mr. [redacted] leave their facility with the vehicle in the condition it is in and even gave him more things to fix as recommended repairs, and Mr. [redacted] has once again declined to have the repairs completed. Thus showing that he has no moral concern to his own, or his family's safety. The quote Mr. [redacted] is providing you from Les Schwab has nothing to do with the service we performed for him here at Sactown Pros llc. He needed an alignment before we worked on the truck, most likely due to the oversized off road tires and poor condition of the passengers front brake assembly, and if he wanted an alignment performed, we could have done it at the time of the original brake inspection, if he had asked us to. He was here to check the brakes for the grinding sound he was hearing from the front passengers side and that was all. Maybe we should have kept his truck locked in our facility until he could afford the new parts, and none of this would have been an issue, but it is hard to tell a customer, especially this close to Christmas, that they will have to leave the vehicle here until they can afford the additional repairs. We recommended the repairs that were needed to keep the incident from occurring, and MR. [redacted] refused to have the repairs completed (just like at Les Schwab) at the time due to the expense of the parts that were needed to make his vehicle safe to drive on a daily basis. He promised us, and when I say us (there were 5 of us trying to convince him not to take the truck in that condition) before we replaced his brake pads, that he would cautiously drive the vehicle home, park the vehicle, and be in as soon as he could afford the parts. not once, did he show a look of concern, nor express in any way, that he was worried for his, nor his family's safety and we told him over and over again that once we took the brake caliper off the damaged rotor, he would either have to accept full responsibility for the existing damages, and deal with the consequences, or come up with the additional money needed for the repairs before we would release the vehicle to him. Mr. [redacted] chose to accept the responsibility of not repairing the truck properly, even tho we tried several different times to convince him otherwise. The only other option, we explained at the time, was to leave the vehicle here until he could afford to repair the damaged parts, but he would not agree to that option. He seemed extremely sincere in his actions and made the promise to bring it back in ASAP for us to complete the needed repairs. Now he is trying to blame us for the damaged parts his vehicle came in with. We will gladly supply the parts for the work at our dealer cost to help him with this expense, and provide the additional labor at a discounted rate. Our technician gets paid per hour and our shop rate is $95, we are willing to discount the labor to $50 per hour for him. We feel bad that he has suffered from this incident, but Mr. [redacted] was given all the details as to the consequences of not being able to maintain his truck's brake system properly as we initially advised him before we removed the old brake pads and replaced them. We recommended to Mr. [redacted] before we performed any work to his truck that he should try and find out why the shop that previously replaced his brake pads had not advised him of the caliper situation before they let the vehicle go. It appears that the last place that serviced his brakes may have turned his rotors beyond the recommended tolerances and caused the caliper to fail in the first place, before he came to us for the inspection. If the caliper pistons extended further then they were designed to from the rotor being to thin, they can get damaged, and cause damage to other brake system components, like the master cylinder. We explained this several times to Mr. [redacted] before, during, and after the repairs, as well. Mr. [redacted] understood perfectly fine what we had explained and it baffles me as to why he would be using such BROKEN ENGLISH in his correspondences with you. We even explained it to him in SPANISH as well to make sure he understood the consequences of his decision before, during, and after the service was completed. After the initial incident, Mr. [redacted] had asked us if we were going to pay for the tow truck bill that he incurred on the date of the incident, and we asked him to bring us the bill and we will gladly pay it, even tho the incident was caused by his actions, or lack there of by not servicing his brakes properly like he had been advised. He also had asked if we used the old parts? Our response was yes, the only old parts were his existingly damaged rotor, and caliper for which he didn't have the money to replace at the time of his initial brake inspection, nor did he mention that he would like to replace them due to this incident either. The only parts he purchased from us were the brake pads themselves, at a discounted rate, being a Groupon customer, and we did inspect them at the time for any damages that may have been caused from the incident, but we found no damages to warrant replacement. They would have been replaced free of charge if they were damaged from the incident, so when, and if he saves up the money to replace the rotor, and caliper he needs to replace, we offered to replace the pads again for him free of charge under warranty, and we told Mr. [redacted] this several times, not that we have to, but just as a courtesy to him. Mr. [redacted] also stated the we charged him to fix the rotor. Before the incident occurred, the rotor's condition was very poor, grooved, and glazed. After the incident it was in the same condition as when it was originally in, as noted in our initial inspection of the brake system, and did not sustain any damage from the incident. Initially, due to the fact that the rotor was to far below the acceptable tolerance to be turned, we scuffed the surface of the rotor with sandpaper to remove as much of the old brake pad materials distributed by the prake pads during use to hopefully help eliminate some of the unnecessary vibration Mr. [redacted] was feeling when he came in for his initial brake inspection. Aside from that, Mr. [redacted] knows that it needs to be replaced. and Mr. [redacted] is also well aware of this fact and should feel at ease knowing that we will continue to warranty his front brake pads, if they ever fail due to manufacture defects, for as long as he owns the vehicle. For Mr. [redacted] to assume that we would replace the rotor and caliper is a bit naive since he knows the poor condition that he brought them in initially. Like I stated, we are willing to go out of our way to help remedy Mr. [redacted]'s brake issues, and help out with the expense to repair his vehicle. We will even give him our cost price for an alignment too. We do not wish for Mr. [redacted] to not feel safe in his vehicle, we are in business to help repair peoples vehicles not complicate their lives... As a business, we can only repair the things that we have control over, we do not have control over the customers finances. When a customer can not afford a repair, and we know how economically challenged customers are now a days, we should not have to worry that every customer we try and help in their time of need would have the ability to accuse us of neglect. Especially when we do our part to explain to the customer, in advance, that there will be consequences if they do not have the proper repairs done. Mr. [redacted] expressed that he doesn't feel safe driving the vehicle or coming back to us for the needed repairs, but still feels safe enough to continue to drive the vehicle to other repair facilities for inspections (and refuses to have the needed work completed at that facility, even tho it is work unassociated with our issue). Les Schwab didn't make Mr. [redacted] get the needed repairs done either, so for him to assume that it is our responsibility to replace the parts that were damaged beyond repair due to his lack of financial resources upon his initial inspection is both absurd and ridiculous. Even though he has offended us in every possible way with this unnecessary campaign against us, we are still willing to help him out financially and help him get his truck repaired...Thank you,