Baileys Corner

Good AfternoonThis is in response to complaint #***On April 29th Mr*** had his vehicle towed in our shop on NNew Braunfels AveHe had called a day or two prior for an estimate on replacing a thermostat for his Isuzu Rodeo S 3.2L, plate number ***When the vehicle
arrived, I called Mr*** to ask if the vehicle had been diagnosed, if he wanted my mechanic to check the cooling system or if he just wanted us to replace the thermostat he had providedMr *** informed me that the vehicle overheated and white smoke was visible coming from underneath the hood, a clear sign of a major cooling system fault, and he'd like to have it checkedI had the mechanic perform a standard pressure test of the cooling system and was informed that the pressure was not sustaining throughout the systemIn other words if 5lbs of pressure was installed into the system, 5lbs was immediately being released, 10lbs of pressure into the system and 10lbs immediately released, etcagain signaling a major fault in the systemWe removed the plastic cover to the radiator and noticed it had a significant crack/ hole in itAt that point, we noticed the upper radiator hose was inflated beyond useI worked up a quote and informed Mr*** what the status of his vehicle wasIt was at this point that I informed Mr*** a proper check of the cooling system cannot be performed until we have the radiator and hose replaced, it was something that was repeated and reiterated throughout the phone callWe were to replace the two parts and re perform a pressure testMr*** agreed to have the radiator and hose replacedOnce the parts were replaced, and pressure was properly flowing throughout the system, we performed another pressure test and saw the the hoses leading into the intake (both upper and lower) were damaged and leakingNow the upper hoses are quick and easy to replaceWe were looking at 15-minutes of labor time and less than $worth of partsI told my mechanic to have those replaced at no additional charge to Mr***, but replacing the lower hoses required us to remove the intakeAt this point I informed Mr*** of the status of his vehicleHe stated he didn't understand how that could be possible so I asked him to come in as I felt we could show him and explain it better to him in personThe following morning Mr*** came in and claimed that there were no leaks in the system prior to him bringing the vehicle inI showed him his old radiator and old radiator hose and tried explaining to him that yes no leaks were visible to him as they were not visible to us eitherAfter all, how you can one possibly see a leak if there is no pressure getting to it? We also showed him other hoses that were very old, and very weak making them vulnerable to faultMr*** seemed to understand as he said "If I had gone to the dealer, they would have told me to change this all out because of how old they are." It was then that Mr*** accused us of running a con on him and wanted to drive the vehicle homeI informed him he should have it towed as it was a hazard both to Mr*** and other vehicles on the road if he operated the vehicle as it wasMr*** asked for a price on the repair neededThe estimate was $(5hrs of labor time) and $on parts for the two hoses to be replacedMr*** agreed to have them replacedWe also informed Mr*** that the lower radiator hose was inflated and should be replaced as soon as possibleI knew Mr*** was upset and I knew I was losing a customer, two things that do not sit well with myself or what this business stands forI discounted $off of the labor price to try to make amends of the situation to no availI do still have the upper radiator hose and two lower intake hoses in my possession and will send pictures of them in a separate emailIf you have any questions feel free to contact me at *** *** Thank You