Automotive Discussions

Hi BillKace-Welcome to MySears!  I am sorry to hear about the service you received.  Did you have a chance to speak with the manager at your local Sears Automotive store?   Or, just customer service over the phone?

Spoke to the manager and was referred to customer service which tried to contact the store manager but was unable to do so. Manager was not in when they called  ! Amazing since I had just talked to him on the phone 5 minutes earlier ! All I got was the typical run around. The best part is they worked on my vehicle for 1 1/2 hours and charged me $343.99 in labor !! Wish I could make that much in 1 1/2 hours !

So, look out for the "NJ" automotive center...

The CA centers are probably OK?

I have had my vehicles serviced at Sears for many years. The past few years I have seen a steady decline in the quality of service. I guess it's time to move on to someone else or just go back to doing my own work where I know the job is done right !

Sears sells Jacks and Jack stands.

And, brake tools...

I guess if you're doing your own work, your work is sort of guaranteed - through you.

Just - don't reuse any springs.

All I own is Craftsman tools  ! The one thing I never had a problem with !

I apologize for the negative experience.  If you could please email me direct or send a message I will be sure to address the issue with the District Manager. Thanks. -Denise (SHC)

The issue is being handled as we speak, Lets see what happens.

Hmmmmmm, still no answer from customer service.

If don't hear from them by Monday I guess I'll have to let the BBB handle it.

I have also had a very bad experience with Sears Auto Center doing brakes on my truck. I have a 2005 Chevy Silverado and took it for brakes because they were squeeking. The truck had 43,000 miles and I was sold front rotors and pads and rear pads. The bill was $632.86. When I drove away from the Sears Auto Center, the brakes were squeeking and grinding worse than ever before. I took it back after only drive less than 1 mile, and was told that they need to break in and the squeek was normal because of the materials used on the pads and rotors. I was very upset about this purchase and service. The Auto Center manager showed no concern at all. After going in circles with the the Auto Center, I ended up having to take my truck to Pep Boys where they replaced the brakes and did the service for a lot cheaper but more importantly, they did it correctly! I will never go to a Sears Auto Center again! Sears Auto Centers is commision job and all the sales people want to do is rip you off so they can get paid.

Sorry to hear that . Was that the first brake job on that truck ? Curious to see how long your OEM rotors and pads lasted before needing to be replaced.

It is physically impossible for your brake system to fail because of the springs in the rear brakes. They could throw them across the parking lot, and not even use them, and your brakes couldn't fail. Your front brakes do 90% of the braking anyway, you could drive around with NO BRAKES on the rear axle at all, and still stop safely. The only possible cause of complete brake system failure would be a catastrophic leak of fluid in a power brake system, or a mechanical failure in the system BEFORE the braking force is distributed to the wheels in a non-power assisted system. Your current issue does sound like inferior parts, or the technician failed to service the calipers while doing the brake job. Dirty, sticking assemblies will cause the pads to become seized in the calipers and destroy both the pads and rotors in no time at all. I don't work for Sears, and I am a Factory Certified Honda, Acura, Toyota, & Lexus Technician.

 In the issue with the Sonoma the spring in the drum broke causing the pad to spin around and blow out the wheel cylinder which just as you said caused a catastrophic leak in the system loosing the brake fluid and making the mechanical  parking brake useless to use to stop also. When that happens your brake pedal goes straight to the floor. If you pump the brakes you may be able to use the front brakes to stop, But your first reaction is to stick your foot right through the floor ! And isn't making sure your brake system funtions 100% part of getting your brakes serviced ? I would assume a qualified technician would check for sticking calipers and make sure that all parts operate as they should. Thats what you are paying for. And by the way Sears did fix the Sonama job at no charge. Thats not the job thats the issue at this time.

i have been a mechanic all my life and never had much problems when replacing brake shoes or rotors the problem with the rear shoe coming loose was the lock pins that let the shoes turn and even that hard to beleive with the wheel clinder on top and the adjuster at the bottom i don't believe the shoes could move that far. and for the one wanting sears to install do you take your eggs to a resterant

nice comparison

Having worked at Sears for years, I know that most Sears stores use the highest quality parts available. If as a sales associate, I had to order parts, I would order quality parts. Sears does not want to be in the business of performing warranty work. If they used low-quality parts that would be the case. They have an excellent reputation of standing by their work and products. One of the reasons that Sears is a little more expensive than their competitors is that they use high quality parts. Compare for yourself the difference between Bendix Gold "lifetime" brake parts and the least expensive available. Consider the differnce between top line Raybestos and low-line valuecraft. Sears may make mistakes, as any large company will, but they usually bend over backwardsd to remedy their mistakes.

Worked4Sears is correct. Also for added information. If you take your vehicle to places like Midas or Pep Boys, or any other place that has a "lifetime warranty". Read the fine print. Most places only warranty the "parts" for the lifetime of the vehicle, not the labor.  Most vehicles now, the labor will ALMOST always be more costly than the parts.

Thanks for the insight, ExTech and Worked4Sears!  That is much appreciated!

There are times when a vehicle that has brake work done is back in my shop, but we are more than willing to work at resolving any and all issues to the customer's satisfaction.  While I can understand the frustration of your experience, I can also say that the technicians in my store know their stuff and we use the best quality parts when we service a vehicle.  Complaints are rare here, but we always address the customer concern in a friendly and courteous manner.

This really sounds to me like you may have had an inexperienced technician.

If the brake calipers do not compress smoothly, and quite easily, it is time for them to be replaced.  Also, there are parts in the pad mounting brackets called "slides", which must be lubricated with an anti-sieze compound, and free.  Also, the rubber boots on the slides must be intact, and free of tears, or holes.

Anytime any of these parts do not move freely, or are frozen, it will cause premature failure of the brake pads.  Because any of these parts "stick", it will keep the pads pressed against the rotors, causing undue wear.  This will also cause an excessive amount of heat, and will shorten the life of the caliper.

Also, especially with an ABS system, the bleeder should be opened when compressing the caliper, so as not to push dirty fluid back up into the brake system.  I have seen that cause some massive headaches.

Also, "cut" (machined), or new rotors must be properly, and gently "broken in" to prevent any warping of the cast iron.

In regard to the brake shoes, it sounds like a failure of the brake hardware.  There are pins, and springs that are retained by small plates which must be pressed on by hand, twisted, and then locked into place to hold the shoe against the backing plate.  The rear brakes also must be adjusted, using what is called a "brake spoon", after the shoes are assembled, the drum slid on, and the tire mounted.  Without "bringing up" the shoes by adjusting them in a drum system, the pedal heighth will be lowered, and the pedal being low is normally how you tell that you need an adjustment.  This also increases the life of the pads on the front, as the rears do their job properly.  If they do not, this can lead you to skid forward when stopping, especially on wet pavement.

One thing to note, is that if the shoe does come free from it's moorings, and there is nothing to hold the cylinder together, it will blow out.  The only thing that keeps the brake cylinder together is the fact that the brake shoe is cradled by it.

I hope this post has been educational for all, and if you are ever "Out East", I do sidework for extra income.

Sears has contacted me and we are working this out. It will be resolved this week. I am currently out in New Orleans with the Trailblazer that just been repaired at Sears. This is over 2500 mile round trip for me. Hopefully I'll have no issues with the brakes this time.

I have a sears card and was considering taking my 2003 toyota tacoma in for break service. I have 93,000 miles on the truck and have not had any service done on breaks. I noticed a grinding noise from rear axle yesterday when breaking.  Do you think I need to go to get a couple estimates before taking my truck to Sears?  Do you think they will be fair?  I always worry about having work done that is not necessary. 

Don't really get the restaurant comparison... they don't break their meal costs down to materials and labor and egg shell disposal fees.  If they did, and charged more for eggs than was reasonable, then maybe...

Actually, they do...

applejack21 said…

I have a sears card and was considering taking my 2003 toyota tacoma in for break service. I have 93,000 miles on the truck and have not had any service done on breaks. I noticed a grinding noise from rear axle yesterday when breaking.  Do you think I need to go to get a couple estimates before taking my truck to Sears?  Do you think they will be fair?  I always worry about having work done that is not necessary. 

---

You got 93000 miles on one set of brakes ? I'm going to buy me a Toyota next time ! I would get a few estimates but I think your in for a few bucks.

It may just be the Sears in NJ.  Over many years and with multiple vehicles, throughout the states of VA and MD, I've always had my brakes serviced by Sears.  Only 2 slight issues. 1. Brake pads lasted only about 5,000 - warranty covered it, replaced them, in and out with absolutely no cost.  2. It once took them almost 2 weeks to find drums for my vehicle.  Other than that, I highly recommend Sears.  Tough luck for you.  All you're telling me is that I hope I never have to replace my brakes while in Jersey.

Came to a fair agreement with Sears on my  brake issues. Hopefully this will be the end of this aggravation !

I hope so as well.

Whenever you involve humans, there is bound to be error.

I'd hope I can believe my posts have helped you a bit.

Glad to hear an amicable solution was found between all parties involved.

Bill,

this is scary to hear,I just let Sears put new brakes on front and back of my 2006 Honda.I wrote a blog or whatever about my experience with the employees there because i was so dissappointed, now i have to worry about the brakes themselves. I wish I would have read this right when u posted it. Once again sorry to hear about all your troubles...Im startin to think sears suck all around., lol