Berge Quick Lane

In regards to customers complaint that the amount of the diagnostics were quoted at $69.95 per customer concern is inaccurate. Refer to the attached tech copy of the original repair order #[redacted] it clearly shows customer original estimate of $225. Our diagnostic fee has been at $89.95 for the...

last six years.
 
As to the customers claim that “paperwork was nowhere to be found” I have attached technician and accounting copies of the paper work. I also have service file and advisor copies but felt it would be redundant and confusing to attach several copies of the same thing. When a repair order is produced there are two copies; technician and service advisor. When a repair order is closed there are three copies produced; service file, customer and accounting. The customer received their copies of the repair order and a copy of the technicians write up.
 
As to the customers statement that the air tube was “intentionally filled with water”, if an air inlet tube is filled with water it would be sucked into the engine and would cause what is called “hydro locking”. That is where the cylinders get water into the combustion chamber which is non combustible there for will not compress and causes serious engine damage.  Our technicians are factory trained and certified and I have attached our technicians training history to show he is certified in engine operation and engine performance from Ford Motor Company. The technician found codes PO410 secondary air injection pump fault, PO491 engine bank one air injection system fault. After performing a pinpoint test the tech found no power at the secondary air pump which was the case of the check engine light. When the tech bypassed the power relay and got power to the air pump but the pump was still inoperative. Technician recommend replacement of secondary air pump and relay.
 
When the customer dropped the vehicle off they provided information to file a claim with their extended warranty company. If the warranty company authorizes repairs they would also cover the diagnostics and the customer would have only been responsible for the $100 deductable (see attached copy of the customers extended warranty).  The extended warranty company denied all the repairs except the HAVC blower motor on Job #4, but the customer would be responsible for the melted blower motor connector harness.  When the customer found out that the warranty company would not pay all the repairs or the diagnostic fees, the customer declined to have the vehicle fixed. I have attached all supporting documentation.
 
Thank you,

Manager