Mike
Review for Shawn B.
Review for Shawn B. – Les Schwab Fremont, CA After months of frustrating and unresolved issues with my 2019 Ford F-150—including multiple dealership visits, poor workmanship, mounting rental car fees, and countless hours lost from work—I finally experienced what true customer service looks like thanks to Shawn B., the store manager at Les Schwab in Fremont. From the moment I walked in, Shawn went above and beyond to help me. He took the time to personally test drive my vehicle—despite it being a few years older than his own—so he could better understand what I was experiencing. He listened carefully, educated me throughout the process, and assured me that I was in good hands. For the first time in a long time, I truly felt like someone cared about getting it right. Shawn made thoughtful recommendations for new tires and explained the 60-day satisfaction guarantee in case I wasn’t happy with the ride quality. He immediately identified the “wobbly” handling I had been dealing with and suggested we install camber and caster plates for a more precise alignment. His explanation of alignment and handling issues was clear and informative—something I had not received from multiple prior shops. During the tire installation, Shawn came into the waiting area and personally brought me out to the service bay to show me an issue he discovered: a faulty vacuum actuator on the IWE (Integrated Wheel End) system, which was causing the truck to try to engage 4WD unnecessarily—contributing to the poor driving performance. Without hesitation, Shawn drove his own vehicle to the nearest Ford dealership and purchased a new OEM actuator for me on the spot. He even offered to buy me lunch while he was out and apologized that I had been dealing with this issue for so long. Though the part ultimately wasn’t the full solution, his effort and concern were something I had not experienced anywhere else. Three weeks later, I received a call from Shawn—checking in to make sure the tires were riding well and to see whether I had gotten the IWE system further diagnosed. He genuinely wanted to ensure everything was working properly, especially while I was still within the 60-day return window. When I told him I had a mechanic appointment scheduled, he gladly offered to speak directly with them if needed. A week later, while on a test drive with my new mechanic, I called Shawn—and even though he was in a conference out of town in Reno, he picked up the phone and spoke directly with my technician, providing background and insight from what he had observed. That level of follow-through is incredibly rare. Shawn exemplifies what every customer service professional should strive to be. In a time when “good enough” seems to be the norm, Shawn sets the gold standard. He genuinely cares, follows through, and treats his customers with respect, integrity, and a true sense of responsibility. Because of Shawn, I will continue bringing my business to Les Schwab in Fremont. He not only resolved a major part of my vehicle troubles—he restored my confidence in what real customer service looks like. Shawn is an incredible asset to Les Schwab and absolutely deserves recognition and advancement within the company. He is the kind of leader others should emulate. Thank you, Shawn, for everything.