Initial Business Response / [redacted] (1000, 8, 2016/02/23) */ MrC [redacted] brought in a Mercedes Benz MLwith miles on January 26, with a concern of a coolant leak and a warning indicator illuminated on the dashOur technician inspected the vehicle and found that the coolant level was lowHe then pressure tested the cooling system with a cold engine temperature and found no loss in pressureHe then repeated the test with the engine temperature at operating conditions and found a loss of pressureUpon performing a visual inspection, he found a small leak at the attaching point for the internal power steering coolerAt that time MrC [redacted] declined all repairs On January 27, MrC [redacted] did bring the vehicle back in to install a radiator that he had purchasedUpon inspection this was not the correct radiator and he authorized us to replace the radiator with a new unit from Mercedes Benz After installing the new radiator our technician performed a quality control inspection, including a pressure test both cold and hot and found no more pressure loss When MrC [redacted] came back in to pick up the radiator, he did speak to our technician who asked him if he was experiencing any further coolant loss and his answer was no To address some of the other concerns that MrC [redacted] brought upThe water pump was installed in December of 2014; the vehicle at that time had 79,miles on itThe first repair order after the water pump repair was in August of with 90,miles and there is no indication of a coolant lossOn December 2, with 93,miles, the vehicle was brought for inspection of a leakAt that time the technician found leakage at the power steering reservoir, that repair was declinedIf there were any leaks related to the repair of the water pump, the vehicle would have been in for coolant loss and a warning indicator sooner than 14,miles laterThe concern of clamp potentially being tightened to fix the leak is not possible, as these are spring loaded clampsThey cannot be tightenedThese clamps were not replaced, and to go back to MrC [redacted] 's comment to our technician that there have not been any further leaks and no comment in the complaint about any leakage, this would indicate that they are working properly at this time MrC [redacted] has met with our Service Manager, Dave J***, previously regarding a refundDave J [redacted] has advised him that in reviewing all information including the fact that there is no longer a coolant leak, that there will be no refund issued Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I Larry C [redacted] do not accept the from the businessI have a radiator that I checked for leaks with no indication of a leakI paid to have the radiator checked by professional trained technicians at family radiator service here in Mansfield Ohio and they found no leaks at all whatsoeverNow as far as the miles the leak from the hose was so small it time before it was noticeableIt was more noticeable in real cold weather when everything had contracted not when the car was hot or when the temperature was warm outsideNow I feel they answered questions to the problem with the spring loaded clamp that they removed or disturbed when they replaced or repaired the water pumpFurthermore I gave them a copy the receipt from the radiator service company
On January 9th, 2017, Ms. [redacted] brought her 2012 Honda CRV in to be serviced for an oil change, tire rotation and rear differential service. When we started service for the rear differential our technician found the rear differential drain bolt threads were separating and coming apart upon removal....
The cause of this was most likely due to the bolt being overtightened on the previous service.
The advisor informed Ms. [redacted] of the concern, unaware if we had caused the issue from a previous service and seeing that Ms. [redacted] was upset, the advisor spoke with a manager about loaning Ms. [redacted] a vehicle as a gesture of goodwill and at no cost to her. Due to Ms. [redacted] waiting and unaware that the vehicle was dirty, the vehicle wasn’t cleaned prior to her driving it.
There was some confusion from the technician to the parts advisor about what was needed for the repair. The parts advisor, thinking there’s a special kit needed, wasn’t able to find a special kit from Honda and contacted a parts distributor for a kit. The kit was only sold from this distributor to service 50 vehicles, of which this was priced to Ms. [redacted].
After checking our service history and speaking with Ms. [redacted], we found that College Hills Honda had performed the last rear differential service. We informed Ms. [redacted] to contact College Hills Honda about this issue. The advisor did speak to a representative from College Hills Honda who stated they wouldn’t pay for the repair unless the vehicle was at College Hills Honda. Ms. [redacted] then spoke with MMG’s Service Director Dave J[redacted] about this and he advised that MMG would also want to perform the repairs and advised that since College Hills Honda may have been at fault for the issue, that either Ms. [redacted] or College Hills Honda would be responsible to tow the vehicle to College Hills Honda’s business. Ms. [redacted] was supposed to speak to College Hills Honda and then inform Dave J[redacted] what she wanted to do with her vehicle. However, Ms. [redacted] didn’t contact him back and instead spoke with our Mercedes-Benz Service Manager Jason R[redacted], Customer Service Representative Greg O[redacted] and then with the General Manager Bill S[redacted].
Bill S[redacted] spoke with our Honda North America representative about how to properly repair the vehicle. Our representative stated that replacing the metal thread insert on the aluminum housing was the proper repair and the exact same as how Honda makes them at the factory. Bill S[redacted], unknowing that Ms. [redacted] has spoken to multiple managers at MMG who were waiting for her to re-contact them, spoke to the service advisor and decided that MMG would assume the cost of the thread insert repair for customer satisfaction based upon the technician and parts advisor’s miscommunication. Ms. [redacted] agreed to have her vehicle fixed.
Our Honda certified technician installed the new metal thread insert and installed a new drain plug. He tested everything, removing and installing the rear differential drain plug 7-8 times making sure everything worked perfectly, per Ms. [redacted]’s request. We filled with rear differential fluid and checked levels.
MMG also took care of Ms. [redacted]’s complete service bill including; lube, oil and filter service, tire rotation, and the rear differential service. Approximately $160.00 worth of service.
Per agreement with our General Manager and Service Director and as stated on Ms. [redacted]’s paperwork, MMG will warranty the repair until the next rear differential service is completed and / or the rear differential drain plug bolt is next removed.
Recap of what MMG did for Ms. [redacted]:
· MMG wasn’t at fault for the issue, Ms. [redacted] and College Hills Honda both admits understanding.
· MMG gave Ms. [redacted] a vehicle to drive at no cost to her, retail of approximately $280.00
· MMG paid for the proper repair per Honda, retail of approximately $230.00.
· MMG paid for Ms. [redacted]’s complete service bill, retail of approximately $160.00.
· MMG offered a warranty until the vehicle’s rear differential drain plug is removed the next time.
Initial Business Response /* (1000, 8, 2016/02/23) */
Mr. C[redacted] brought in a 2008 Mercedes Benz ML350 with 93964 miles on January 26, 2016 with a concern of a coolant leak and a warning indicator illuminated on the dash. Our technician inspected the vehicle and found that the coolant level was...
low. He then pressure tested the cooling system with a cold engine temperature and found no loss in pressure. He then repeated the test with the engine temperature at normal operating conditions and found a loss of pressure. Upon performing a visual inspection, he found a small leak at the attaching point for the internal power steering cooler. At that time Mr. C[redacted] declined all repairs.
On January 27, 2016 Mr. C[redacted] did bring the vehicle back in to install a radiator that he had purchased. Upon inspection this was not the correct radiator and he authorized us to replace the radiator with a new unit from Mercedes Benz.
After installing the new radiator our technician performed a quality control inspection, including a pressure test both cold and hot and found no more pressure loss.
When Mr. C[redacted] came back in to pick up the radiator, he did speak to our technician who asked him if he was experiencing any further coolant loss and his answer was no.
To address some of the other concerns that Mr. C[redacted] brought up. The water pump was installed in December of 2014; the vehicle at that time had 79,579 miles on it. The first repair order after the water pump repair was in August of 2015 with 90,808 miles and there is no indication of a coolant loss. On December 2, 2015 with 93,006 miles, the vehicle was brought for inspection of a leak. At that time the technician found leakage at the power steering reservoir, that repair was declined. If there were any leaks related to the repair of the water pump, the vehicle would have been in for coolant loss and a warning indicator sooner than 14,000 miles later. The concern of clamp potentially being tightened to fix the leak is not possible, as these are spring loaded clamps. They cannot be tightened. These clamps were not replaced, and to go back to Mr. C[redacted]'s comment to our technician that there have not been any further leaks and no comment in the complaint about any leakage, this would indicate that they are working properly at this time.
Mr. C[redacted] has met with our Service Manager, Dave J[redacted], previously regarding a refund. Dave J[redacted] has advised him that in reviewing all information including the fact that there is no longer a coolant leak, that there will be no refund issued.
Initial Consumer Rebuttal /* (3000, 10, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I Larry C[redacted] do not accept the from the business. I have a radiator that I checked for leaks with no indication of a leak. I paid to have the radiator checked by professional trained technicians at family radiator service here in Mansfield Ohio and they found no leaks at all whatsoever. Now as far as the 14000 miles the leak from the hose was so small it time before it was noticeable. It was more noticeable in real cold weather when everything had contracted not when the car was hot or when the temperature was warm outside. Now I feel they answered questions to the problem with the spring loaded clamp that they removed or disturbed when they replaced or repaired the water pump. Furthermore I gave them a copy the receipt from the radiator service company
Initial Business Response / [redacted] (1000, 8, 2016/02/23) */ MrC [redacted] brought in a Mercedes Benz MLwith miles on January 26, with a concern of a coolant leak and a warning indicator illuminated on the dashOur technician inspected the vehicle and found that the coolant level was lowHe then pressure tested the cooling system with a cold engine temperature and found no loss in pressureHe then repeated the test with the engine temperature at operating conditions and found a loss of pressureUpon performing a visual inspection, he found a small leak at the attaching point for the internal power steering coolerAt that time MrC [redacted] declined all repairs On January 27, MrC [redacted] did bring the vehicle back in to install a radiator that he had purchasedUpon inspection this was not the correct radiator and he authorized us to replace the radiator with a new unit from Mercedes Benz After installing the new radiator our technician performed a quality control inspection, including a pressure test both cold and hot and found no more pressure loss When MrC [redacted] came back in to pick up the radiator, he did speak to our technician who asked him if he was experiencing any further coolant loss and his answer was no To address some of the other concerns that MrC [redacted] brought upThe water pump was installed in December of 2014; the vehicle at that time had 79,miles on itThe first repair order after the water pump repair was in August of with 90,miles and there is no indication of a coolant lossOn December 2, with 93,miles, the vehicle was brought for inspection of a leakAt that time the technician found leakage at the power steering reservoir, that repair was declinedIf there were any leaks related to the repair of the water pump, the vehicle would have been in for coolant loss and a warning indicator sooner than 14,miles laterThe concern of clamp potentially being tightened to fix the leak is not possible, as these are spring loaded clampsThey cannot be tightenedThese clamps were not replaced, and to go back to MrC [redacted] 's comment to our technician that there have not been any further leaks and no comment in the complaint about any leakage, this would indicate that they are working properly at this time MrC [redacted] has met with our Service Manager, Dave J***, previously regarding a refundDave J [redacted] has advised him that in reviewing all information including the fact that there is no longer a coolant leak, that there will be no refund issued Initial Consumer Rebuttal / [redacted] (3000, 10, 2016/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I Larry C [redacted] do not accept the from the businessI have a radiator that I checked for leaks with no indication of a leakI paid to have the radiator checked by professional trained technicians at family radiator service here in Mansfield Ohio and they found no leaks at all whatsoeverNow as far as the miles the leak from the hose was so small it time before it was noticeableIt was more noticeable in real cold weather when everything had contracted not when the car was hot or when the temperature was warm outsideNow I feel they answered questions to the problem with the spring loaded clamp that they removed or disturbed when they replaced or repaired the water pumpFurthermore I gave them a copy the receipt from the radiator service company
On January 9th, 2017, Ms. [redacted] brought her 2012 Honda CRV in to be serviced for an oil change, tire rotation and rear differential service. When we started service for the rear differential our technician found the rear differential drain bolt threads were separating and coming apart upon removal....
The cause of this was most likely due to the bolt being overtightened on the previous service.
The advisor informed Ms. [redacted] of the concern, unaware if we had caused the issue from a previous service and seeing that Ms. [redacted] was upset, the advisor spoke with a manager about loaning Ms. [redacted] a vehicle as a gesture of goodwill and at no cost to her. Due to Ms. [redacted] waiting and unaware that the vehicle was dirty, the vehicle wasn’t cleaned prior to her driving it.
There was some confusion from the technician to the parts advisor about what was needed for the repair. The parts advisor, thinking there’s a special kit needed, wasn’t able to find a special kit from Honda and contacted a parts distributor for a kit. The kit was only sold from this distributor to service 50 vehicles, of which this was priced to Ms. [redacted].
After checking our service history and speaking with Ms. [redacted], we found that College Hills Honda had performed the last rear differential service. We informed Ms. [redacted] to contact College Hills Honda about this issue. The advisor did speak to a representative from College Hills Honda who stated they wouldn’t pay for the repair unless the vehicle was at College Hills Honda. Ms. [redacted] then spoke with MMG’s Service Director Dave J[redacted] about this and he advised that MMG would also want to perform the repairs and advised that since College Hills Honda may have been at fault for the issue, that either Ms. [redacted] or College Hills Honda would be responsible to tow the vehicle to College Hills Honda’s business. Ms. [redacted] was supposed to speak to College Hills Honda and then inform Dave J[redacted] what she wanted to do with her vehicle. However, Ms. [redacted] didn’t contact him back and instead spoke with our Mercedes-Benz Service Manager Jason R[redacted], Customer Service Representative Greg O[redacted] and then with the General Manager Bill S[redacted].
Bill S[redacted] spoke with our Honda North America representative about how to properly repair the vehicle. Our representative stated that replacing the metal thread insert on the aluminum housing was the proper repair and the exact same as how Honda makes them at the factory. Bill S[redacted], unknowing that Ms. [redacted] has spoken to multiple managers at MMG who were waiting for her to re-contact them, spoke to the service advisor and decided that MMG would assume the cost of the thread insert repair for customer satisfaction based upon the technician and parts advisor’s miscommunication. Ms. [redacted] agreed to have her vehicle fixed.
Our Honda certified technician installed the new metal thread insert and installed a new drain plug. He tested everything, removing and installing the rear differential drain plug 7-8 times making sure everything worked perfectly, per Ms. [redacted]’s request. We filled with rear differential fluid and checked levels.
MMG also took care of Ms. [redacted]’s complete service bill including; lube, oil and filter service, tire rotation, and the rear differential service. Approximately $160.00 worth of service.
Per agreement with our General Manager and Service Director and as stated on Ms. [redacted]’s paperwork, MMG will warranty the repair until the next rear differential service is completed and / or the rear differential drain plug bolt is next removed.
Recap of what MMG did for Ms. [redacted]:
· MMG wasn’t at fault for the issue, Ms. [redacted] and College Hills Honda both admits understanding.
· MMG gave Ms. [redacted] a vehicle to drive at no cost to her, retail of approximately $280.00
· MMG paid for the proper repair per Honda, retail of approximately $230.00.
· MMG paid for Ms. [redacted]’s complete service bill, retail of approximately $160.00.
· MMG offered a warranty until the vehicle’s rear differential drain plug is removed the next time.
Initial Business Response /* (1000, 8, 2016/02/23) */
Mr. C[redacted] brought in a 2008 Mercedes Benz ML350 with 93964 miles on January 26, 2016 with a concern of a coolant leak and a warning indicator illuminated on the dash. Our technician inspected the vehicle and found that the coolant level was...
low. He then pressure tested the cooling system with a cold engine temperature and found no loss in pressure. He then repeated the test with the engine temperature at normal operating conditions and found a loss of pressure. Upon performing a visual inspection, he found a small leak at the attaching point for the internal power steering cooler. At that time Mr. C[redacted] declined all repairs.
On January 27, 2016 Mr. C[redacted] did bring the vehicle back in to install a radiator that he had purchased. Upon inspection this was not the correct radiator and he authorized us to replace the radiator with a new unit from Mercedes Benz.
After installing the new radiator our technician performed a quality control inspection, including a pressure test both cold and hot and found no more pressure loss.
When Mr. C[redacted] came back in to pick up the radiator, he did speak to our technician who asked him if he was experiencing any further coolant loss and his answer was no.
To address some of the other concerns that Mr. C[redacted] brought up. The water pump was installed in December of 2014; the vehicle at that time had 79,579 miles on it. The first repair order after the water pump repair was in August of 2015 with 90,808 miles and there is no indication of a coolant loss. On December 2, 2015 with 93,006 miles, the vehicle was brought for inspection of a leak. At that time the technician found leakage at the power steering reservoir, that repair was declined. If there were any leaks related to the repair of the water pump, the vehicle would have been in for coolant loss and a warning indicator sooner than 14,000 miles later. The concern of clamp potentially being tightened to fix the leak is not possible, as these are spring loaded clamps. They cannot be tightened. These clamps were not replaced, and to go back to Mr. C[redacted]'s comment to our technician that there have not been any further leaks and no comment in the complaint about any leakage, this would indicate that they are working properly at this time.
Mr. C[redacted] has met with our Service Manager, Dave J[redacted], previously regarding a refund. Dave J[redacted] has advised him that in reviewing all information including the fact that there is no longer a coolant leak, that there will be no refund issued.
Initial Consumer Rebuttal /* (3000, 10, 2016/03/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I Larry C[redacted] do not accept the from the business. I have a radiator that I checked for leaks with no indication of a leak. I paid to have the radiator checked by professional trained technicians at family radiator service here in Mansfield Ohio and they found no leaks at all whatsoever. Now as far as the 14000 miles the leak from the hose was so small it time before it was noticeable. It was more noticeable in real cold weather when everything had contracted not when the car was hot or when the temperature was warm outside. Now I feel they answered questions to the problem with the spring loaded clamp that they removed or disturbed when they replaced or repaired the water pump. Furthermore I gave them a copy the receipt from the radiator service company