Beam Garage

Initial Business Response /* (1000, 10, 2015/08/28) */
To whom it may concern;
This letter is in response to a complaint filed by: Ms. [redacted]
In this complaint, she claims that I a quoted a price of $375.00 for all repairs on their 2000 Mercury Mystique... Not so! When I started working...

on the car, I called [redacted] and explained to him that the timing belt was broken, it needed a new water pump, a valve cover gasket set, and an air filter. This came to $225 for the parts and around $150 for the labor. I also explained that could other problems arise on a car with 165,000 miles on it.
As I proceeded with the job, I found that the tensioner pulley for the timing belt had a broken spring in it and I couldn't adjust the timing belt. I also found that the spark plugs were covered in oil and were not reusable. I called [redacted] and told him what I had found and he said that he needed to get the car running.!
The work to repair the car took two days-the water pump had oxidized so badly that it was very difficult to remove from the block- the antifreeze that was drained was unuseable, so I had to put new antifreeze in it., there were numerous small items that were fixed that were not listed!
When completed, I test drove the car several miles and was satisfied that it would do the job. When they came to pick up the car, I showed them every piece and why it had to be replaced. I also explained to them that a 15 year old car with this many Miles can have problems.
I did a good job on their car, and if they think the price was too high, then they should go over to teh dealer and compare prices for the same job.
Initial Consumer Rebuttal /* (3000, 12, 2015/08/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem is that he never quoted us another price when other problems arose before he started to work on the car. I did say that I would have liked the car to be fixed, but I didn't say that I would like him to start working on the car. We understand why the prices were that high, but if he would have told us the final price after finding all the problems and then asked if this price was fine before proceeding to fix it we wouldn't be in this predicament.