I decided to try a new auto repair shop and found this place via Consumer Reports' Certified Repair Shop program, and it was also close by and had good reviews. I was able to make an appointment easily on the web site and from that point forward, my customer service experience was superb. Brian and Jay were friendly and professional and took really good care of me. The inspection report was thoroughly detailed and even had photos of some of the diagnostic work. The cost for my rear brake job was fair and the techs completed the work in a timely manner, and Brian kept me updated throughout the entire process. During removal of the rotors the tech discovered that the parking brake shoes needed replacement, but Brian didn't aggressively push that work on me. I decided to get the additional repair work done, and during removal of the right rear parking brake shoe set, the hold-down screw snapped, so they had to remove the right rear axle to access the broken bolt. Not only was I NOT charged for this additional labor, Brian even gave me a free rear differential fluid change since the axle was off anyway (which had been recommended on the inspection report, but was marked as requiring immediate attention). You can see how this whole scenario could have resulted in some disagreements and unforeseen costs, which I have experienced over the years at other shops. So I was quite happy at the end. They also upgraded my first-time discount coupon from $25 to $50, and gave me some gift certificates for a local restaurant. All in all, a very pleasant experience and I'll be going back for sure.