Angel Smiles

I would like to first clarify some facts and explain in detail a few of the circumstances of the repairThis vehicle has been at our dealership only this one timeThe customer paid Zero dollars for this repair We absorbed approximately $worth of expenses All the charges were billed to her third party extended warrantyWe absorbed the expenses not covered by her extended warranty Those expenses were Seals and gaskets totaling $ Her deductible of $The Mercedes-Benz loaner car expense of $($per day) She was in a loaner vehicle the entire time of repairHer extended warranty declined to participate in the expenseThe vehicle came in with a check engine light on and a misfire but the customer said another shop diagnosed this as spark plugs and declined us to diagnose the issueThere were several delays out of our control getting the vehicle repaired in a timely manner We diagnosed the oil leak the same day Customer wanted us to double check the power steering leaks so we spent extra time cleaning and checking for other leaksOnly oil leak found We contacted extended warranty and got approval to do oil leak repairsWe ordered parts and after parts arrive, we started repairAfter completion of repair, we contacted customer and stressed again we needed to diagnose the check engine light and miss-fireShe again declinedSaid she would just pick up vehicleWhen customer picked up vehicle, the miss-fire had gotten worseAs a courtesy to the customer, we diagnosed the vehicle at no charge to herThe other shop diagnosed this as spark plugsIt had misfires in cylinder and These diagnoses took up to days running numerous testFrom swapping out coils, wires, performing compression test on the cylinders, removing fuel rail and checking injectors and finally isolating the issue to a problem with the main engine computer The defective computer was sending codes making it very hard to diagnose We finally got the repair authorized from the extended warranty and ordered the part The ME Control Unit was on a national back order from Germany and this took additional time to get the partFinally, after a total of days, the vehicle repair was completeAgain as mentioned above, we absorbed all the extra cost the extended warranty did not cover as a courtesy so the customer would be out of pocket nothing At the time, the customer was appreciative of this and all seemed wellI can definitely account for all the delays but couldn’t explain why there was a lack of communication of the delays to the customerIt was so long ago the advisor does not recall all the details of communication with customerFor this reason, we send an apology and offer her one more compensation, her next oil change free ($value)