Bartel's auto clinic

Initial Business Response / [redacted] (1000, 5, 2014/04/25) */ RE: case number [redacted] To whom it may concern, On the date of 3/31/- Mr [redacted] came in to Bartel's Auto Clinic with vehicle trouble; his complaint was that, while driving, he thought he lost a spark plugUpon initial inspection of the vehicle, our technician found the check engine light was onOur initial diagnosis using a Snscan tool acknowledged the following fault codes P0302, (cylinder #misfire), p0171, (system too lean bank 1), p0352, (ignition coil circuit failure)Bartel's advised Mr [redacted] that in order to fix his initial concern, of a missing spark plugWe would need to install a heli coil thread insert in cylinder #2, due to spark plug being blown out of cylinder head on cylinder #removing the threads Mr [redacted] received a copy of the estimate for the new repair of coil and spark plugsUpon verbal agreement to proceed with repairs, we installed two spark plugs, ignition coil, along with heli coil thread insert kit for the amount of $Repairs were completed, and mileage noted at 223, Mr [redacted] then called and told us that his car was running badHe stated he had taken the vehicle to a local repair shop while vehicle was acting upUpon inspection, mechanic noticed the cylinder #had a hole in the top of the pistonAfter speaking with Mr [redacted] we sent a tow truck to [redacted] Illinois, for repairs under our in month/36,mile warrantyWhen we received the truck on 4/05/2014, we had found that due to installing the heli coil kit, the drill bit had penetrated the piston topMr [redacted] was informed that it was a mistake done on our part, and it would be resolved at no cost to himWe also informed the customer that parts were not readily available and it would take a few days upon arrival of parts, which customer was okay withBartel's installed new piston, rings, cylinder head gaskets; head bolt set, as well as the oil pan gasketOur technician removed the oil pan and checked for debris and shavings from the pistonThese additional repairs were done at no charge to Mr***Our technician test drove the vehicle, and the vehicle ran fineWhen Mr [redacted] picked up his vehicle he stated he was happy, but requested a refund on first repair of $ Bartel's believes a new engine or refund check for Mr [redacted] is not a reasonable requestMr***'s Ford 2001, F150, truck now has 223,miles on it; all repairs have been completed and done properly, Sincerely, [redacted] G.M Bartels Auto Clinic Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Quote from [redacted] & [redacted] 4/18/14: [redacted] GOT BACK FROM OTHER SHOP AND TRUCK IS MAKING ALOT OF NOISEWE CHECKED, THEY DID REPLACE THE PISTON BUT THEY BROKE AN EAR OFF THE MANIFOLDWILL NEED NEW MANIFOLD I had [redacted] Auto replace the manifold which cost me an additional $ Currently I require a refund for at least: $+ $227.54= ($801.15) from Bartel's This amount is reasonable because I am not charging for my time and inconvenience They may send the check to: [redacted] Illinois XXXXX

Initial Business Response / [redacted] (1000, 7, 2014/04/25) */ Ms [redacted] came to Bartel's on 3/27/2014, with the following complaint; a friend had done the brakes on her car and that the brakes were stickingThe vehicle felt like it wasn't accelerating properlyOur ASE Certified Master Tech road tested and inspected the vehicle, in his opinion at the time, he felt that the brakes were working properlyHe did find that there was some engine oil dripping from engines valve covers, along with a misfire within the engineUpon preliminary diagnosis of the vehicles check engine light our Tech found that there were fault codes for knock sensors (P0325.P0330)Bartel's suggested we replace the valve cover gaskets and the oil soaked ignition coil, correct the engine misfireWe also stated that she would need to replace knock sensors in the near futureAfter reviewing what we had found, Ms [redacted] choose to do the valve cover gasket and ignition coilWork was completed as requested,road tested and customer left our facility with no misfiringMs [redacted] returned to Bartel's on 3/29/stating that her brakes were still locking up along w/additional engine misfiringWe checked and road tested the vehicles brakes again and didn't act up at the timeBartel's once again at no cost to Ms [redacted] retrieved fault codes againWe informed Ms [redacted] that there were knock sensor codes still coming up and the Variable Valve Timing (VVT) system malfunction, due to low engine oilBartel's added quarts of engine oil and road tested it for milesOur Tech also heard a belt noise, engine ticking and ABS light coming on at low speedsWe couldn't replicate her brake or engine misfire concerns at that timeAgain on 4/5/Ms [redacted] returned and stated that the misfire is still thereWe road tested the vehicle for approxmiles, with no replication of problemOur Tech suggested that he drive her vehicle home that night along with installing a diagnostic scan tool and try to duplicate and record her drivability concernsUpon driving it overnight, our Tech did feel a misfire, and the scanning system recorded the same engine fault codes of a P0325(knock sensor1),P0330(knock sensor2), & PVVT system malfunctionsMs [redacted] stated that at this time she did not want any work done, took her vehicle and leftNoting that brake issus she initially came in for on 3/27/was not resolved due to fact of not being able to replicate problem on multiple road testsAll these drivability issues were explained to Ms [redacted] at the first visit, Bartel's performed the initial needed repair to begin solving the misfire complaint, Ms [redacted] decided not to correct the additional drivability fault code concerns, hence a misfire concern still looms with the vehicle Initial Consumer Rebuttal / [redacted] (3000, 14, 2014/05/06) */ I am not satisfied with there comment in regards, when I first went in to the shop(Bartels) it was for a reason( that I mentioned on my first complaint)that my car came out again at the end of the day, after they supposely fixed what my car had, and according to bartels the other issue my car had didnt need to get fixed right away I still had some time and the following 3rd time I was in bartels it ended up being that my car need to get fixed what according to them could have waited, then they wanted to charge me again for diagnostics again after they had done so on the car, then wanted to charge me another dollars for the issue it had to begin with that they didnt fix and fixed something else and I paid dollars, cause according to bartels it didnt need it, after the 3rd time and being there a whole week, I took my car and got it fixed some were else and paid half of what they were charging me...I want this issue resolved with compensation for my lost money and time and hassle trying to get to work for that whole weekThank you, Final Business Response / [redacted] (4000, 16, 2014/05/16) */ Downloaded letter Consumer Response / [redacted] (4200, 22, 2014/06/04) */ My complaint continues tobe the same when I took my car in it was for exactly what bartels is saying about my brakes, and yes they informed me of a issue with a coil and gasket and yes they also said that it would need in the future the sensor for the VVT and said that by fixing the coil now everything would be good and I agree and they fixed it, my car went in the shop at and they gave it to me at 5:45pm and as soona s I leave min later I call and leave a message informing that the issue continued and as they mention in there response I did go back and they said they didnt know what else it was and needed for testing and they wanted to charge me $which I argued and they decided then not to, at the end my car had the issue of the VVT which they said could be fixed in the future and mayb if they would have to have it done then when I took all would have been resolvedAnd the price I paid for that piece which they were charging me $i bought for $in the toyota dealer and I paid $to have it replaced and bartels was charging me $264, I want this matter resolved with the refund of what I paid the first time for all the inconvenience and trouble caused to me by having my car there for a whole week and nothing being resolvedThank you

Initial Business Response /* (1000, 7, 2014/04/25) */
Ms*** *** came to Bartel's on 3/27/2014, with the following complaint; a friend had done the brakes on her car and that the brakes were stickingThe vehicle felt like it wasn't accelerating properlyOur ASE Certified Master Tech
road tested and inspected the vehicle, in his opinion at the time, he felt that the brakes were working properlyHe did find that there was some engine oil dripping from engines valve covers, along with a misfire within the engineUpon preliminary diagnosis of the vehicles check engine light our Tech found that there were fault codes for knock sensors (P0325.P0330)Bartel's suggested we replace the valve cover gaskets and the oil soaked ignition coil, correct the engine misfireWe also stated that she would need to replace knock sensors in the near futureAfter reviewing what we had found, Ms*** choose to do the valve cover gasket and ignition coilWork was completed as requested,road tested and customer left our facility with no misfiringMs*** returned to Bartel's on 3/29/stating that her brakes were still locking up along w/additional engine misfiringWe checked and road tested the vehicles brakes again and didn't act up at the timeBartel's once again at no cost to Ms*** retrieved fault codes againWe informed Ms*** that there were knock sensor codes still coming up and the Variable Valve Timing (VVT) system malfunction, due to low engine oilBartel's added quarts of engine oil and road tested it for milesOur Tech also heard a belt noise, engine ticking and ABS light coming on at low speedsWe couldn't replicate her brake or engine misfire concerns at that timeAgain on 4/5/Ms*** returned and stated that the misfire is still thereWe road tested the vehicle for approxmiles, with no replication of problemOur Tech suggested that he drive her vehicle home that night along with installing a diagnostic scan tool and try to duplicate and record her drivability concernsUpon driving it overnight, our Tech did feel a misfire, and the scanning system recorded the same engine fault codes of a P0325(knock sensor1),P0330(knock sensor2), & PVVT system malfunctionsMs*** stated that at this time she did not want any work done, took her vehicle and leftNoting that brake issus she initially came in for on 3/27/was not resolved due to fact of not being able to replicate problem on multiple road testsAll these drivability issues were explained to Ms*** at the first visit, Bartel's performed the initial needed repair to begin solving the misfire complaint, Ms*** decided not to correct the additional drivability fault code concerns, hence a misfire concern still looms with the vehicle
Initial Consumer Rebuttal /* (3000, 14, 2014/05/06) */
I am not satisfied with there comment in regards, when I first went in to the shop(Bartels) it was for a reason( that I mentioned on my first complaint)that my car came out again at the end of the day, after they supposely fixed what my car had, and according to bartels the other issue my car had didnt need to get fixed right away I still had some time and the following 3rd time I was in bartels it ended up being that my car need to get fixed what according to them could have waited, then they wanted to charge me again for diagnostics again after they had done so on the car, then wanted to charge me another dollars for the issue it had to begin with that they didnt fix and fixed something else and I paid dollars, cause according to bartels it didnt need it, after the 3rd time and being there a whole week, I took my car and got it fixed some were else and paid half of what they were charging me...I want this issue resolved with compensation for my lost money and time and hassle trying to get to work for that whole weekThank you,
Final Business Response /* (4000, 16, 2014/05/16) */
Downloaded letter
Consumer Response /* (4200, 22, 2014/06/04) */
My complaint continues tobe the same when I took my car in it was for exactly what bartels is saying about my brakes, and yes they informed me of a issue with a coil and gasket and yes they also said that it would need in the future the sensor for the VVT and said that by fixing the coil now everything would be good and I agree and they fixed it, my car went in the shop at and they gave it to me at 5:45pm and as soona s I leave min later I call and leave a message informing that the issue continued and as they mention in there response I did go back and they said they didnt know what else it was and needed for testing and they wanted to charge me $which I argued and they decided then not to, at the end my car had the issue of the VVT which they said could be fixed in the future and mayb if they would have to have it done then when I took all would have been resolvedAnd the price I paid for that piece which they were charging me $i bought for $in the toyota dealer and I paid $to have it replaced and bartels was charging me $264, I want this matter resolved with the refund of what I paid the first time for all the inconvenience and trouble caused to me by having my car there for a whole week and nothing being resolvedThank you

From: Joe *** [mailto:Joe***@bartelsauto.com] Sent: Friday, February 02, 7:AM To: Customer Relations Subject: Case # *** Thuong *** originally came in beginning of January with a NO Heat concernUpon inspection we found
multiple issues with his cooling system on his vehicleMr*** also just bought this vehicle and had no idea of the history of the vehicle as far as maintenance of the vehicle before he purchased it. On his first day in (January 2, 2018) we found: We did our inspection, vehicle came in misfiring and overheating. Vehicle had large amounts of contamination found within heater coreBack flushed heater core with cleanerThermostat found stuck & heater valve had a hole within one of the outlet bladesVehicle has cleaner in it bring vehicle back as soon as possible to recheck coolant conditionWe replaced the thermostat/hoses AND water valve at this time. Mr*** brought vehicle back on (January 3, 2018): Upon inspection we found the heater core to be plugged up againThere was also a lot of air in the system. The cleaner did not help his issueAt this time Mr*** approved to START by replacing the front heater coreWe replaced the front heater core and had great heat coming from the front ventsWe noticed that there was NO heat coming from back ventsWe had addressed this concern to Thuong at this time that there are still other issues with his cooling system and will need to be addressedMr*** brought the vehicle back on (January 15, 2018) claiming his heat would come and go. Upon our inspection we noticed that there was still no heat coming from rear of vehicle and the heater hoses are looped in with the front heater coreWe addressed Thuong and told him we would need to start by replacing the rear heater core for the rear of the vehicle as the cores are looped togetherWe replaced the rear heater core at this timeAfter replacing the heater core and flushing his cooling system we finally had great heat from the front AND the rear of vehicleDuring the cooling system "burping" of the system we noticed that the vehicle was burping large amounts of air from the filler bucket and was overflowingWe told Thuong that the vehicle had a headgasket leakVehicle had great heat coming from front and back of vehicle but when the cooling system was capped (pressurized) and vehicle was driving the heat would go out because the vehicle was consuming coolant into the combustion chamber which create air pockets in cooling system causing heat loss. We addressed Thuong about this issue and even told him that we would help him with the cost of the repair because we genuinely felt bad that he bought this car from someone in this conditionEverything that we did DOES have a warranty on the parts we installedWe never told him it doesn't have a warrantyIt is clearly noted on his repair bill that everything we did to his car has a warrantyWhat he is not understanding is the vehicle had massive cooling issues before he bought the vehicle and with process of fixing the many issues with the car we finally uncovered the cylinder head gasket issueWe believe that when he originally came in with the stuck closed thermostat and the vehicle overheating & misfiring, that's when the headgasket failed on his vehicleWe had to do a process of eliminating the many cooling issues this car hadEverything we did was by the book and we did tell him that there were many many issues with the vehicles cooling system. Once again, all the parts that we put in his car DO have a warrantyIn order to completely fix the vehicle it will require headgasket replacement and hopefully the cylinder heads aren't warped or cracked. If you have any questions feel free to reach out to me at the shop Joe *** General Manager Bartel's Auto Clinic Carol Stream 1-(630)-653-

Initial Business Response /* (1000, 5, 2014/04/25) */
RE: case number *** *** ***
To whom it may concern,
On the date of 3/31/- Mr*** *** came in to Bartel's Auto Clinic with vehicle trouble; his complaint was that, while driving, he thought he lost a spark plugUpon
initial inspection of the vehicle, our technician found the check engine light was onOur initial diagnosis using a Snscan tool acknowledged the following fault codes P0302, (cylinder #misfire), p0171, (system too lean bank 1), p0352, (ignition coil circuit failure)Bartel's advised Mr*** that in order to fix his initial concern, of a missing spark plugWe would need to install a heli coil thread insert in cylinder #2, due to spark plug being blown out of cylinder head on cylinder #removing the threads
Mr*** received a copy of the estimate for the new repair of coil and spark plugsUpon verbal agreement to proceed with repairs, we installed two spark plugs, ignition coil, along with heli coil thread insert kit for the amount of $Repairs were completed, and mileage noted at 223,
Mr*** then called and told us that his car was running badHe stated he had taken the vehicle to a local repair shop while vehicle was acting upUpon inspection, mechanic noticed the cylinder #had a hole in the top of the pistonAfter speaking with Mr*** we sent a tow truck to *** Illinois, for repairs under our in month/36,mile warrantyWhen we received the truck on 4/05/2014, we had found that due to installing the heli coil kit, the drill bit had penetrated the piston topMr*** was informed that it was a mistake done on our part, and it would be resolved at no cost to himWe also informed the customer that parts were not readily available and it would take a few days upon arrival of parts, which customer was okay withBartel's installed new piston, rings, cylinder head gaskets; head bolt set, as well as the oil pan gasketOur technician removed the oil pan and checked for debris and shavings from the pistonThese additional repairs were done at no charge to Mr***Our technician test drove the vehicle, and the vehicle ran fineWhen Mr*** picked up his vehicle he stated he was happy, but requested a refund on first repair of $
Bartel's believes a new engine or refund check for Mr*** is not a reasonable requestMr***'s Ford 2001, F150, truck now has 223,miles on it; all repairs have been completed and done properly,
Sincerely,
*** *** G.M
Bartels Auto Clinic
Initial Consumer Rebuttal /* (3000, 7, 2014/05/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Quote from *** *** & *** *** 4/18/14:
*** GOT BACK FROM OTHER SHOP AND TRUCK IS MAKING ALOT OF NOISEWE CHECKED, THEY DID REPLACE THE PISTON BUT THEY BROKE AN EAR OFF THE MANIFOLDWILL NEED NEW MANIFOLD
I had *** Auto replace the manifold which cost me an additional $
Currently I require a refund for at least:
$+ $227.54= ($801.15) from Bartel's
This amount is reasonable because I am not charging for my time and inconvenience
They may send the check to:
*** ***
*** *** ***
*** Illinois XXXXX