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In Northeast California

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Sierra Hart Auto Center meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Sierra Hart Auto Center include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Sierra Hart Auto Center
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: July 21, 1994 Business started: 08/13/1988 Business started locally: 08/13/1988 Business incorporated: 06/01/1988 in
Licensing

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

CA Department of Motor Vehicles- Licensing
2120 Broadway, Sacramento CA 95818
http://dmv.ca.gov/
Phone Number: (916) 657-8056

CA Bureau of Auto Repair- BAR
10949 North Mather Blvd, Rancho Cordova CA 95670
http://www.bar.ca.gov/
Phone Number: (800) 952-5210

Type of Entity

Corporation

Business Management
Mr. Rick A. Hart, President
Contact Information
Principal: Mr. Rick A. Hart, President
Business Category

Auto Repair & Service Repossession Service Towing - Automotive

Alternate Business Names
Sierra Hart Inc. Sierra Hart Recovery Sierra Hart Towing
Products & Services

Sierra Hart Auto Center is a full service auto maintenance and repair center.


Additional Locations

  • 1050 Triangle Court

    West Sacramento, CA 95605 (916) 371-8027 (916) 371-8028 (916) 447-8080 (916) 780-1448

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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

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BBB Complaint Process

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Additional Phone Numbers

  • (916) 371-8027(Phone)
  • (916) 371-8028(Phone)
  • (916) 447-8080(Phone)
  • (916) 780-1448(Phone)
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Complaint Detail(s)

7/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have tried contacting the manager with the promise of a call back every time regarding an issue with them. He refuse to return any of my calls. The company damaged my car while towing it, so I have tried contacting the manager multiple times through email and by phone and he completely refuses to return any of my calls. Every time the office assistant forwards me to his voicemail and states she doesnt know why he is not calling me back, or comes up with some other excuse of why he is busy.

Desired Settlement: A phone call back on the issue before I decide to escalate it to small claims.

Business Response: Business' Initial Response
We spoke with Mr. ***** when he picked up his car and told him there was no way that we could have done the damage he is referring to during the tow. The manager **** has left messages for Mr. ***** and has not heard back. If he would like to speak with **** he is more than welcome to call his cell phone at XXX-XXX-XXXX

Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.) The manager has not tried to contact me once. Just look how long it took to respond to the BBB complaint. Once again there is no answer from "****" as he refuses to answer my call. I have the company that painted my car willing to attest to the fact the car was just painted and I will be filing a lawsuit against Sierra Hart. Worst customer service I have ever experienced, and I will continue to file complaints elsewhere online.

Business' Final Response
If Mr. ***** has any information he would like to send directly to me he can email it to ****@sierrahart.net **** will be in the hospital for the unforeseen future, so if he needs to speak to someone he can call me directly at XXX-XXX-XXXX but please understand that at this point I have been told by a 25 year veteran in the tow industry that there is no way that the damage Mr. ***** is claiming could have been done by my driver however, I will be glad to listen to his side of the story and look at any documentation he would like to provide. **** A. **** XXX-XXX-XXXX

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/27/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sierra ****** damaged the engine on my 03 Ranger pickup, failed to adequately repair it; cheated me on unnecessary and unauthorized parts See Attached March 30, I had what I thought was a leaking water pump my 03 Ranger Pickup 7CXXXXX and I had it towed into Sierra ****** Auto center for repair but it turned out to be a leaking head gasket? Invoice ROXXXXX. Apparently, in the process of removing old gasket material off the intake manifold to pull the heads, the gasket debris was left in the engine and it clogged the engine oil screen pickup in the pan. Oil pressure was lost several times as they tried to trouble shoot the problem from what I was told by Mike who called himself the shop foreman. Mike tried to sell me a replacement short block before they discovered that they caused the problem Mike said they had to pull the engine to check the oil pump for the problem and that's when they found the gasket material completely restricting the oil screen. Mike also claimed they pulled one main bearing cap and several rod bearing caps to check for bearing damage, but claimed they found none. This was insufficient inspection and they did not check the camshaft and lifter for damage and did not show any documentation on the bill and made no offer to warranty the short block for future problems. After paying, I was given the bill summary and found they had charged me with parts for correcting their screw up with the oil system, and also unauthorized parts replaced at my expense, including spark plugs, oil pressure switch, drive belt tensioner, torque converter nut, bolts, misc. etc., Sierra ****** also failed to return any old parts, even my old water pump which was still good. I also believe they ripped me off on what they claimed was a valve job on the cylinder heads; they would not show me an invoice in what was done at the machine shop. Further, Mike claimed I had a bad battery and replaced it with an inferior NAPA battery (someone there had turned on the dome light and left it on), at a cost to me of over $100. I bought a new battery at Costco, which they installed and gave my old 6 year old battery back. As it turned out, my old battery was weak but still good and I reinstalled it in my truck, I took the new one back to Costco for refund. They also caused an oil leak on the transmission pan when they pulled the engine After cheating me on the parts and labor and permanently damaging the engine and leaving the truck so unreliable; I only dare to drive it about 25 miles from my Sacramento home. I also lost use of the truck for several weeks because of their screw ups and paying for lawnmower service at my rental house in Rocklin. Sierra ****** did nothing after I filed a Bureau of Automotive Repair complaint except fix the transmission oil leak they caused when they pulled the engine to remove the engine oil pan I do not expect Sierra ****** to respond to my BBB complaint.

Desired Settlement: I am seeking 1. A replacement short block installed at reputable Ford dealer 2. Cash refund for overcharges on unnecessary parts and labor. 3. Payment for loss of use; including the future replacement of the short block & payment for damage to my original battery. I estimate my loss over $5000.00 and I reserve the right to amend my complaint as new information becomes available.

Business Response: Business' Initial Response Better Business Bureau NE California Division Re.: Case# XXXXXXXX Dear Sirs, I would like to address this matter in the order that the original complaint is written: 1. Let's start with this customers' first statement: "Sierra ****** damaged the engine on my 03 Ranger pickup, failed to adequately repair it; cheated me on unnecessary and unauthorized parts See Attached": a. This entire statement is FALSE. At this time there are no problems with his vehicle. He has stated this to the BAR, Bureau of Automotive Repair, and to my knowledge this has not changed. The customer also approved the dollar amount for the job but states he was not given, a detailed breakdown of the total amount at the time of his authorization. Mr. ****** also stated that he believed that, in his opinion, some of the parts were not necessary. Despite our disagreement with him in this regard, and our belief that customer service is the lifeblood of our company and our good name, we have offered a reimbursement for those parts which Mr. ****** felt were unnecessary. 2. This customer also states: "After paying, I was given the bill summary and found they had charged me with parts for correcting their screw up with the oil system": a. This statement is true. We did, in fact, mistakenly bill him for torque converter nuts. These nuts should not have been on his invoice. The total amount charged for the nuts was $2.18 which, again, we have offered to reimburse to Mr. ******. 3. Additional Statement: "Sierra ****** also failed to return any old parts, even my old water pump which was still good": a. Mr. ****** never asked for the old parts. Upon request we will always save old parts for our customers. We would have gladly saved the old parts for Mr. ****** had he asked. 4. Additional Statement: "I also believe they ripped me off on what they claimed was a valve job on the cylinder heads; they would not show me an invoice in what was done at the machine shop": a. Yet another FALSE statement by Mr. ******. He not only knows that this request has been satisfied, but he himself has actually spoken to the company that did the work. He also spoke to the BAR on this matter. I do not know why Mr. ****** would fabricate such a blatantly false statement. If he wanted an additional copy of the invoice, again, all he had to do was ask. 5. Additionally Quoted: "Further, Mike claimed I had a bad battery and replaced it with an inferior NAPA battery (someone there had turned on the dome light and left it on), at a cost to me of over $100. I bought a new battery at Costco, which they installed and gave my old 6 year old battery back. As it turned out, my old battery was weak but still good and I reinstalled it in my truck, I took the new one back to Costco for refund": a. This entire paragraph is confusing so let's clear it up. Sierra ****** did in fact replace the battery. However, Mr. ****** did not want the NAPA battery so we re-installed his 6 year old battery. He then buys a battery at Costco. He then returns it believing that his battery was just weak. b. If Mr. ****** truly believes his battery is "still good", then why in his resolution does he want Sierra ****** to purchase a new battery? I have to ask which is more plausible. The customers' six-year-old battery was not functioning properly, as originally diagnosed by Sierra ******, or that we somehow damaged the very battery he stated was fine after he left? Again his statements are confusing and contradictory to each other. 6. Further Stated: "They also caused an oil leak on the transmission pan when they pulled the engine": a. Again, we wholeheartedly disagreed with Mr. ******. But, in the spirit of customer service, we repaired this at no charge as we truly wanted to keep him happy. 7. Further Quoted: "After cheating me on the parts and labor and permanently damaging the engine and leaving the truck so unreliable; I only dare to drive it about 25 miles from my Sacramento home": a. Nobody cheated this customer. As far as anybody knows at this time, there is nothing wrong with his engine. 8. Final Statement: "Sierra ****** did nothing after I filed a Bureau of Automotive Repair complaint except fix the transmission oil leak they caused when they pulled the engine to remove the engine oil pan": a. Let me clearly state that we did not feel we damaged the transmission gasket. But yet again, in the spirit of customer service, and since the problem was just a leaking gasket, we made the repair for Mr. ******. b. The reason we did nothing further in regards to this statement is because there is no additional problem. We firmly believe that our offer of an extended warranty and reimbursement of the parts that Mr. ****** felt were not needed was more than fair. The BAR closed the case when Mr. ****** refused the offer. We at Sierra ****** believe that every reasonable effort has been made in an attempt keep this customer happy. We have, unfortunately, been unable to do this. At this time the customer is requesting us to pay $5000.00 for a new engine for his 2003 Ford Ranger. As far as we know, his vehicle runs great with no problems and the replacement of his six year old battery he states in his letter was just weak and works fine. Sierra ******, its managers, service writers and employees take customer service very seriously. This is evident by the many positive reviews posted on the web from some of our thousands of customers. We try and do the best job possible at a fair price. Sometimes mistakes are made and we address them, we are honest about what happens and we attempt to rectify and fix the problem in the name of fairness and customer service. We followed this standard with Mr. ****** and we are disappointed that he refused our offer to close and settle this dispute. Sincerely, ****** ****** President Sierra ****** Auto Center

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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