Sunset Tire & Auto Repair – Brakes & More
Came in for a simple brake pad replacement (pads only) I clearly stated multiple times — during scheduling, at drop-off, and again during follow-ups — that I did not want rotors, resurfacing, or any additional brake services. Pads only. Despite this, the shop repeatedly pushed full brake job labor, argued that pads-only still require the same labor as pads + rotors, and kept trying to justify pricing that did not match the requested service. This went back and forth through multiple messages and wasted a significant amount of my time. Only after half a day of discussions and several messages did they finally send a revised estimate — which was still well above market price for pads-only work. At that point, trust was already gone. On top of that, when I came to pick up my vehicle, it was parked across the street and left unlocked, which is completely unacceptable. This is not about upselling — upselling is normal. This is about ignoring a clear request, pushing unwanted services, and poor overall handling. I ended up taking my car elsewhere. I would not return and would not recommend this shop.
Hi Maksim 👋😊 I hear you, and I’m truly sorry we made you feel unheard. Respecting what the client wants is EXTREMELY important to me, and I’m genuinely sorry that this didn’t come across clearly 💛 We want to save you money. As a certified repair business, we’re not the kind of shop that simply agrees to pads only aka 'pad slap' knowing it will lead to uneven wear, noise, and a shorter brake life. Pad slaps WILL bring a client back sooner to pay again for brakes and AGAIN for labor. That’s DOUBLE MONEY PAIN for the client, and that is ABSOLUTELY NOT how we operate. Our responsibility is to explain this clearly so our brake repairs are done right the first time, GUARANTEED, and last for years instead of creating repeat payments. And just so it’s clear, pads only does not mean skipping labor. The brake system still has to be disassembled, and rust and debris must be cleaned from the caliper brackets. If that work is skipped, the pads WILL bind and drag, leading to uneven wear, safety concerns, and bringing the client back sooner to pay AGAIN. I personally reviewed and revised your estimate and left you a voicemail hoping to explain everything directly. The estimate was viewed, but I didn’t receive a reply, and we weren’t notified of pickup. When you arrived, I stepped in immediately and took the key so I could retrieve the vehicle as part of our valet style service. I also want to acknowledge that I did not initially realize it was you, as we had several Lexus vehicles 🚗 As I was walking across the street to get the car, I unlocked it while you walked alongside me and insisted on retrieving it yourself. I wanted to respect your comfort so I handed you the keys after confirming you were okay doing so 🙂 The pricing you described as unacceptable reflected the actual labor required to properly clean, prep, and service your brakes so the pads would function safely. We also provided a full digital inspection at no charge, including rotor measurements, along with photos and a 100+ point digital inspection report. We take pride in protecting our clients and their investment, not creating repeat visits, and feedback like this helps us continue to raise our standards. I truly wish you the best. Maricela, Owner🌱💛
- Sunset Tire & Auto Repair – Brakes & More