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Brock's Car Care

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From: Sheila   Sent: Thursday, March 12, 2015 8:24 AM To: drteam Subject: Complaint response ID# [redacted] - [redacted]   Ref:  [redacted] complaint ID#    [redacted] Bus:   B[redacted]’s Car Care     On or approximately 2/23/15 Mr. [redacted] called...

for estimate for a water pump replacement.  He brought his car in for said repairs & upon B[redacted]’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 .8 hrs. and B[redacted]’s Car Care charged ½ at .4 hrs. to 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[redacted]’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[redacted]'s Car Care 281-992-7774 281-992-3654  Fax sheila@b[redacted]scarcare.com

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