Brendan's Service Station Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My review of Gates Techzone Water Pump Failure Signs (URL: [redacted])6. Damage Bearing7. Damage or Broken Shaftcorrelates to the previous service preformed, as indicated in the attached Invoice [redacted], which contradicts the collective diagnostic of Brendan's ACDelco Certified Technicians (Mechanics) & Owner asserting that the Pulley attached to the Water Pump to be the source of the (mechanical) problem.Attached are PDF copies of the invoices indicates in the labor description:[redacted]: That the drive belts were serviced (adjusted).[redacted]: Paid the initial towing service from [redacted] (#[redacted]) to Brendan's and is dated when I obtained towing service my vehicle from Brendan's to be repaired at another service station. Unfortunately, does not accurately describe the mechanical failure of the water pump resulting in damage to the fan, drive belts and radiator.Nevertheless, the desired outcome requests that the owner's revise the invoice format to enhance accountability (management's quality assurance) and a refund for the applicable labor provided on Invoice [redacted] (03/**/2015).Since my desired outcome was not addressed in the response, by one of the owner's of Brendan's Service Station, I would like to follow through with a request for a detailed (technical) explanation to the water pump failure to resolve my complaint.
Sincerely,
[redacted]

In March 2013 we did...

replace the water pump and
alternator. [redacted] (the customer) supplied his own parts for these
repairs. We did not purchase the parts or charge him for any parts. We
performed the labor only. Our warranty is stated at the bottom of the invoice. "Warranty
on parts and labor is one year or 12,000 miles whichever comes first." The
labor is out of warranty as two years and two months have passed since the
installation of the water pump and alternator.

Regarding [redacted]'s request to "revise the invoice format to enhance accountability (management's quality assurance)" - our invoice is computer generated and shows separate, itemized charges for parts and labor and our warranty covers parts and labor for 12 months or 12,000 miles, whichever comes first. It is stated at the bottom of the invoice next to total charges. There are no parts listed on [redacted]'s invoice because he purchased the parts from an outside vendor. We did not supply any parts. Regarding the request for "a refund for the applicable labor provided on Invoice [redacted] (3/**/2015)" - we will refund the labor charge to replace the idler pulley on the above referenced invoice as gesture of good will. A check will be mailed to [redacted] today for $116.75 which includes the requested labor refund and tax. We deny any culpability regarding the failure of the water pump (4/**/2015) as the failed water pump was supplied by the customer (3/**/2013) and it has been two years since we provided the labor for the water pump installation.

Review: On Tuesday 04/**/2015, while I was driving my vehicle in route to [redacted] (#[redacted]) the shaft that connects to the fan separated from the water pump resulting in internal physical damage to the drive belts, radiator and fan. The resulting mechanical failure required towing service (back to Brendan's Service Station).

About month ago on Monday 03/**/2015, my vehicle received service at Brendan's Service Station. In addition to passing the NY State Inspection, an idler pulley was installed with all the drive belts adjusted.

Moreover, the drive belts and water pump, including alternator, were replaced on 03/2013 when the timing belt was serviced. Although the alternator was installed and tested my vehicle's battery was still affected by parasitic drain.

Nevertheless, after reviewing online information [redacted]: Water Pump Failure Signs ([redacted]) I was not satisfied with their ([redacted] of Brendan's) diagnostic of the mechanical failure and subsequent refusal to provide warranty service that covered labor.

Therefore, I immediately decided to obtain additional towing service to complete automotive repairs at another service station.

On Wednesday 05/**/2015, the repairs to my vehicle were completed:

1) Water Pump replaced,

2) Drive Belts replaced,

3) Alternator rebuilt (correcting voltage drop on load + parasitic battery drain), and

4) additional maintenance.

During the repairs, I was informed that the service provided by Brendan's mechanic(s) assigned to my vehicle did not:

1) Check that the drive belt(s) were the correct size and/or adjusted (tensioned) correctly when they were initially installed or after the replacement of the idler pulley, and

2) Properly test the alternator.Desired Settlement: 1) Policy revision on the (bottom) of the invoice that clearly describes the warranty coverage:

1a) when parts are supplied by the customer, and

1b) if the labor is covered if the supplied parts require replacement and/or maintenance.

2) Proper categorization and itemization of the invoice that details:

2a) the diagnostic of the problem(s),

2b) each part installed/replaced and associated labor cost (time with price per hour), and

2c) the mechanic(s) who preformed each service (removal/installation & testing) provided.

3) Improvement in management's direct supervision (quality assurance) of service preformed.

Most importantly, I would like to but do not expect to received a refund of the labor preformed for the installation/adjustments/testing of the drive belts and alternator.

Business

Response:

In March 2013 we did replace the water pump and

alternator. [redacted] (the customer) supplied his own parts for these

repairs. We did not purchase the parts or charge him for any parts. We

performed the labor only. Our warranty is stated at the bottom of the invoice. "Warranty

on parts and labor is one year or 12,000 miles whichever comes first." The

labor is out of warranty as two years and two months have passed since the

installation of the water pump and alternator.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My review of Gates Techzone Water Pump Failure Signs (URL: [redacted])6. Damage Bearing7. Damage or Broken Shaftcorrelates to the previous service preformed, as indicated in the attached Invoice [redacted], which contradicts the collective diagnostic of Brendan's ACDelco Certified Technicians (Mechanics) & Owner asserting that the Pulley attached to the Water Pump to be the source of the (mechanical) problem.Attached are PDF copies of the invoices indicates in the labor description:[redacted]: That the drive belts were serviced (adjusted).[redacted]: Paid the initial towing service from [redacted] (#[redacted]) to Brendan's and is dated when I obtained towing service my vehicle from Brendan's to be repaired at another service station. Unfortunately, does not accurately describe the mechanical failure of the water pump resulting in damage to the fan, drive belts and radiator.Nevertheless, the desired outcome requests that the owner's revise the invoice format to enhance accountability (management's quality assurance) and a refund for the applicable labor provided on Invoice [redacted] (03/**/2015).Since my desired outcome was not addressed in the response, by one of the owner's of Brendan's Service Station, I would like to follow through with a request for a detailed (technical) explanation to the water pump failure to resolve my complaint.

Sincerely,

Business

Response:

Regarding [redacted]'s request to "revise the invoice format to enhance accountability (management's quality assurance)" - our invoice is computer generated and shows separate, itemized charges for parts and labor and our warranty covers parts and labor for 12 months or 12,000 miles, whichever comes first. It is stated at the bottom of the invoice next to total charges. There are no parts listed on [redacted]'s invoice because he purchased the parts from an outside vendor. We did not supply any parts. Regarding the request for "a refund for the applicable labor provided on Invoice [redacted] (3/**/2015)" - we will refund the labor charge to replace the idler pulley on the above referenced invoice as gesture of good will. A check will be mailed to [redacted] today for $116.75 which includes the requested labor refund and tax. We deny any culpability regarding the failure of the water pump (4/**/2015) as the failed water pump was supplied by the customer (3/**/2013) and it has been two years since we provided the labor for the water pump installation.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Attached is the PDF Invoice, with redaction, from the other Automotive Service Station totaling to the amount of $1,216.22 itemizing the repairs required when the shaft of the water pump structurally fails during operation. In addition, to rebuilding the alternator when a defect was not identified at the time of original installation with a new fuel pump & filter installation.Ironically, while at this automotive service station, I was introduced to former customers of Brendan's Service Station when their father (or [redacted]) operated the business recalling (stories of) the high level of customer care experienced but soon left afterwards, as an indication of customer loyalty, during the transition to the current owners.The intent of my recommendations (feedback) is to improve on the quality of customer care established by their father (or [redacted]). Most importantly, as a returning customer, to expect that my vehicle receives the proper service so that it can be operated safely and driven with confidence on the road.

Sincerely,