From: Sheila Sent: Thursday, March 12, 8:AM To: drteam Subject: Complaint response ID# [redacted] - [redacted] Ref: [redacted] complaint ID# [redacted] Bus: B***’s Car Care On or approximately 2/23/Mr [redacted] called for estimate for a water pump replacement He brought his car in for said repairs & upon B***’s Car Care inspection, Mr [redacted] was correct The water pump bearing and pulley assembly were loose and causing a roaring noise & a slight coolant leak at the water pump The repairs were done as requested per phone estimate During the said repairs Mr [redacted] called and requested that the lower radiator hose to be replaced Upon evaluation with Alldata programs the lower radiator hose replacement time was hrsand B***’s Car Care charged ½ at hrsto replace the hose Mr [redacted] questioned the radiator hose replacement additional cost It wasn’t part of the original estimate and Donny B [redacted] (owner) explained that the lower radiator hose is a non-interference service to replace the water pump Mr [redacted] was satisfied Donny and Mr [redacted] moved on with their conversation Mr [redacted] started the vehicle and heard a squealing noise Donny confronted Mr [redacted] with the hood open and he told him it was the cam synchronizer that was making the noise at that time Mr [redacted] was amazed because he replaced the belt tensioner and pulleys for that noise At the time of replacement of these components is when Mr [redacted] noticed the water pump bearing and pulley was loose Mr [redacted] then explained (in laughter) that was why he brought it to B***’s Car Care to have the water pump replaced He didn’t have the time to replace himself Thank you, Sheila H [redacted] Office Manager B***'s Car Care 281-992-281-992- Fax sheila@b***scarcare.com
From: Sheila Sent: Thursday, March 12, 8:AM To: drteam Subject: Complaint response ID# [redacted] - [redacted] Ref: [redacted] complaint ID# [redacted] Bus: B***’s Car Care On or approximately 2/23/Mr [redacted] called for estimate for a water pump replacement He brought his car in for said repairs & upon B***’s Car Care inspection, Mr [redacted] was correct The water pump bearing and pulley assembly were loose and causing a roaring noise & a slight coolant leak at the water pump The repairs were done as requested per phone estimate During the said repairs Mr [redacted] called and requested that the lower radiator hose to be replaced Upon evaluation with Alldata programs the lower radiator hose replacement time was hrsand B***’s Car Care charged ½ at hrsto replace the hose Mr [redacted] questioned the radiator hose replacement additional cost It wasn’t part of the original estimate and Donny B [redacted] (owner) explained that the lower radiator hose is a non-interference service to replace the water pump Mr [redacted] was satisfied Donny and Mr [redacted] moved on with their conversation Mr [redacted] started the vehicle and heard a squealing noise Donny confronted Mr [redacted] with the hood open and he told him it was the cam synchronizer that was making the noise at that time Mr [redacted] was amazed because he replaced the belt tensioner and pulleys for that noise At the time of replacement of these components is when Mr [redacted] noticed the water pump bearing and pulley was loose Mr [redacted] then explained (in laughter) that was why he brought it to B***’s Car Care to have the water pump replaced He didn’t have the time to replace himself Thank you, Sheila H [redacted] Office Manager B***'s Car Care 281-992-281-992- Fax sheila@b***scarcare.com