Cave Springs Auto Service & Tire

Initial Business Response / [redacted] (1000, 5, 2015/12/14) */ The customer did bring the car into our shop as statedThe vehicle needed a new alternator bracket gasket for an oil leak which the customer requested be fixedUpon inspection we found the water pump and coolant reservoir bottle had been leakingAs we had not heard any complaints of engine problems from the client we assumed the engine had not been damaged from the excessive heat that it had been experiencing dailyWe called into the customer's extended warranty company which approved the repairs and we began work on the carOnce the installation was completed we test drove the vehicle and all parts were confirmed to be working properly Four days after returning the car to our customer we received a call that the car was smoking and not running properlyThe car was towed in and our technicians diagnosed it free of charge to determine the problemThe customer's vehicle was found to have hydrocarbons present in the coolant, which is often the result of overheatingUnfortunately, it appeared that although we had caught the malfunctioning water pump, severe damage had already been caused to the engine prior to our inspection We recommended the customer take it to Kenmark Import Service & Tire to have it looked at because we did not have the tools necessary for the repairThe customer had not contacted us since until we received the Revdex.com complaint When the customer stated that the other inspector had determined we were responsible for the damage to the vehicle we reached out to [redacted] at the number (XXX) XXX-XXXX to verify whether they had found something we were unaware ofAfter speaking with them regarding the customer's car, they said they had neither inspected nor determined blame for the engine failure as they have only quoted a price for the job and have yet to move forward with any work Cave Springs Auto Service & Tire makes it a point to provide the highest standard auto care to our customers and in the event we fall short of that mark we have made it a priority to ensure the customer has been taken care ofHowever, as is the case with this situation, sometimes cars are damaged worse than the initial inspection is able to find It is regrettable the customer's vehicle is going to require such a large investment on their part, however it would have required the same amount of work at any other service shop they had taken it to If our shop had not found the water pump problem then it would have been replaced with the engine when the damage became apparentIn this case there is nothing our shop could have done to prevent the customers engine from being damaged as the damage had already been done before arriving at our shop Car maintenance is often overlooked until the light pops on the dashboard or smoke comes pouring out of the hoodRegular maintenance is not just important to keep the car running properly, but had the customers car received a new water pump sooner then the expense of replacing an entire engine may have been avoided

Initial Business Response / [redacted] (1000, 6, 2015/08/07) */ Contact Name and Title: [redacted] Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @CaveSpringsAutoServiceTire.com [redacted] was a customer of ours and on the date of July 6, he dropped off his car for a check engine lightWe informed him of multiple issues that needed to be fixed on his carWe told him it would take some time to get the parts in and have the car repaired and he agreed On the date of July 27,an employee was looking for the car to work on but failed to find itWe promptly informed the police of the matter and then phoned [redacted] The police came by and took statements for their investigation, while in the process the customers became rambunctious and continued to scream at us saying we needed to pay them for the carWe informed them to call their insurance agent and have their insurance contact usThe customer called multiple times insisting we give him our insurance information and we told him each time to have his insurance agent contact ours, we never refused service but we did want to allow time for the cops to perform an investigation and possibly find the car before he filed a claim The next day we received a call from [redacted] VolkswagenWe had requested they come pick up a car to be worked on a the day the car went missing and their tow truck driver had mistakenly taken the customers car [redacted] returned the vehicle under our care and we promptly informed the customer we once again had his vehicleWe finished performing service on his car and the customer came in to pick it up

I received different estimates stating they put a smaller one on my car. My car requires a direct fit convertor. It is getting air in there. They are lying because they put the wrong catalytic convertor on my carThey gave me an appointment because at that point I had already called the Revdex.com. I was back there after months after the first one was put on. I have had to put a new catalytic convertor every months which isn’t right. There is no misfire on my car. Every time they put the test on there, it comes back with the same code as P0420. I will send in copies of these estimates of what this would cost me to get done. I went to a place called Imports and he lifted my car to show me it was the wrong one

We always strive to provide our customer's with the best quality service available so it is always regrettable when we have an unsatisfied customerIn the case of MsBrown's vehicle we did replace her catalytic converter a year or so agoShe then came in again in August with a malfunctioning
catalytic converter againWe assumed the part we put in initially was faulty and replaced it free of charge as our warranty specify'sThe invoice for said work is attached (The date is time stamped 05/13/because it was exported from our system to PDF today). About a week and a half ago we received a call from the customer saying the same problem was occurring againWe set an appointment for her to come in on Wednesday but the appointment was a no showIf the car is not brought in to the shop then we have no way to diagnose the issue or verify the problemBased on the information provided however, and due to the fact this is now the third catalytic converter that may have gone bad, the engine misfire is most likely the cause of the catalytic converters issues as opposed to the catalytic converter causing the misfire.
When an engine misfires a cylinders worth of un-burned fuel is exhausted through the catalytic converter and out the tail pipeAny fuel in the catalytic converter may quickly overheat causing combustion and damaging the converterIf misfires occur severely the damage to the converter occurs quickly, however if the misfire is subtle the converter may take as long as 1-years to go bad againI've included a link to an article from another Auto Shop to better explain the issue: http://pawlikautomotive.com/2012/09/why-you-should-fix-your-misfiring-engine-imm...⇄ /> Once again, this is only conjecture because we have not seen the car to diagnose the issue and we will need to see the car to know for sure

We always strive to provide our customer's with the best quality service available so it is always regrettable when we have an unsatisfied customerIn the case of MsBrown's vehicle we did replace her catalytic converter a year or so agoShe then came in again in August with a malfunctioning
catalytic converter againWe assumed the part we put in initially was faulty and replaced it free of charge as our warranty specify'sThe invoice for said work is attached (The date is time stamped 05/13/because it was exported from our system to PDF today). About a week and a half ago we received a call from the customer saying the same problem was occurring againWe set an appointment for her to come in on Wednesday but the appointment was a no showIf the car is not brought in to the shop then we have no way to diagnose the issue or verify the problemBased on the information provided however, and due to the fact this is now the third catalytic converter that may have gone bad, the engine misfire is most likely the cause of the catalytic converters issues as opposed to the catalytic converter causing the misfire. When an engine misfires a cylinders worth of un-burned fuel is exhausted through the catalytic converter and out the tail pipeAny fuel in the catalytic converter may quickly overheat causing combustion and damaging the converterIf misfires occur severely the damage to the converter occurs quickly, however if the misfire is subtle the converter may take as long as 1-years to go bad againI've included a link to an article from another Auto Shop to better explain the issue: http://pawlikautomotive.com/2012/09/why-you-should-fix-your-misfiring-engine-imm...⇄ again, this is only conjecture because we have not seen the car to diagnose the issue and we will need to see the car to know for sure

Initial Business Response /* (1000, 5, 2015/12/14) */
The customer did bring the car into our shop as stated. The vehicle needed a new alternator bracket gasket for an oil leak which the customer requested be fixed. Upon inspection we found the water pump and coolant reservoir bottle had been...

leaking. As we had not heard any complaints of engine problems from the client we assumed the engine had not been damaged from the excessive heat that it had been experiencing daily. We called into the customer's extended warranty company which approved the repairs and we began work on the car. Once the installation was completed we test drove the vehicle and all parts were confirmed to be working properly.
Four days after returning the car to our customer we received a call that the car was smoking and not running properly. The car was towed in and our technicians diagnosed it free of charge to determine the problem. The customer's vehicle was found to have hydrocarbons present in the coolant, which is often the result of overheating. Unfortunately, it appeared that although we had caught the malfunctioning water pump, severe damage had already been caused to the engine prior to our inspection.
We recommended the customer take it to Kenmark Import Service & Tire to have it looked at because we did not have the tools necessary for the repair. The customer had not contacted us since until we received the Revdex.com complaint.
When the customer stated that the other inspector had determined we were responsible for the damage to the vehicle we reached out to [redacted] at the number (XXX) XXX-XXXX to verify whether they had found something we were unaware of. After speaking with them regarding the customer's car, they said they had neither inspected nor determined blame for the engine failure as they have only quoted a price for the job and have yet to move forward with any work.
Cave Springs Auto Service & Tire makes it a point to provide the highest standard auto care to our customers and in the event we fall short of that mark we have made it a priority to ensure the customer has been taken care of. However, as is the case with this situation, sometimes cars are damaged worse than the initial inspection is able to find.
It is regrettable the customer's vehicle is going to require such a large investment on their part, however it would have required the same amount of work at any other service shop they had taken it to.
If our shop had not found the water pump problem then it would have been replaced with the engine when the damage became apparent. In this case there is nothing our shop could have done to prevent the customers engine from being damaged as the damage had already been done before arriving at our shop.
Car maintenance is often overlooked until the light pops on the dashboard or smoke comes pouring out of the hood. Regular maintenance is not just important to keep the car running properly, but had the customers car received a new water pump sooner then the expense of replacing an entire engine may have been avoided.

Initial Business Response /* (1000, 6, 2015/08/07) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@CaveSpringsAutoServiceTire.com
[redacted] was a customer of ours and on the date of July 6, 2015 he dropped off his car for a check engine...

light. We informed him of multiple issues that needed to be fixed on his car. We told him it would take some time to get the parts in and have the car repaired and he agreed.
On the date of July 27,2015 an employee was looking for the car to work on but failed to find it. We promptly informed the police of the matter and then phoned [redacted]. The police came by and took statements for their investigation, while in the process the customers became rambunctious and continued to scream at us saying we needed to pay them for the car. We informed them to call their insurance agent and have their insurance contact us. The customer called multiple times insisting we give him our insurance information and we told him each time to have his insurance agent contact ours, we never refused service but we did want to allow time for the cops to perform an investigation and possibly find the car before he filed a claim.
The next day we received a call from [redacted] Volkswagen. We had requested they come pick up a car to be worked on a the day the car went missing and their tow truck driver had mistakenly taken the customers car. [redacted] returned the vehicle under our care and we promptly informed the customer we once again had his vehicle. We finished performing service on his car and the customer came in to pick it up.

Initial Business Response /* (1000, 5, 2015/12/14) */
The customer did bring the car into our shop as stated. The vehicle needed a new alternator bracket gasket for an oil leak which the customer requested be fixed. Upon inspection we found the water pump and coolant reservoir bottle had...

been leaking. As we had not heard any complaints of engine problems from the client we assumed the engine had not been damaged from the excessive heat that it had been experiencing daily. We called into the customer's extended warranty company which approved the repairs and we began work on the car. Once the installation was completed we test drove the vehicle and all parts were confirmed to be working properly.
Four days after returning the car to our customer we received a call that the car was smoking and not running properly. The car was towed in and our technicians diagnosed it free of charge to determine the problem. The customer's vehicle was found to have hydrocarbons present in the coolant, which is often the result of overheating. Unfortunately, it appeared that although we had caught the malfunctioning water pump, severe damage had already been caused to the engine prior to our inspection.
We recommended the customer take it to Kenmark Import Service & Tire to have it looked at because we did not have the tools necessary for the repair. The customer had not contacted us since until we received the Revdex.com complaint.
When the customer stated that the other inspector had determined we were responsible for the damage to the vehicle we reached out to [redacted] at the number (XXX) XXX-XXXX to verify whether they had found something we were unaware of. After speaking with them regarding the customer's car, they said they had neither inspected nor determined blame for the engine failure as they have only quoted a price for the job and have yet to move forward with any work.
Cave Springs Auto Service & Tire makes it a point to provide the highest standard auto care to our customers and in the event we fall short of that mark we have made it a priority to ensure the customer has been taken care of. However, as is the case with this situation, sometimes cars are damaged worse than the initial inspection is able to find.
It is regrettable the customer's vehicle is going to require such a large investment on their part, however it would have required the same amount of work at any other service shop they had taken it to.
If our shop had not found the water pump problem then it would have been replaced with the engine when the damage became apparent. In this case there is nothing our shop could have done to prevent the customers engine from being damaged as the damage had already been done before arriving at our shop.
Car maintenance is often overlooked until the light pops on the dashboard or smoke comes pouring out of the hood. Regular maintenance is not just important to keep the car running properly, but had the customers car received a new water pump sooner then the expense of replacing an entire engine may have been avoided.

Initial Business Response /* (1000, 6, 2015/08/07) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@CaveSpringsAutoServiceTire.com
[redacted] was a customer of ours and on the date of July 6, 2015 he dropped off his car for a check...

engine light. We informed him of multiple issues that needed to be fixed on his car. We told him it would take some time to get the parts in and have the car repaired and he agreed.
On the date of July 27,2015 an employee was looking for the car to work on but failed to find it. We promptly informed the police of the matter and then phoned [redacted]. The police came by and took statements for their investigation, while in the process the customers became rambunctious and continued to scream at us saying we needed to pay them for the car. We informed them to call their insurance agent and have their insurance contact us. The customer called multiple times insisting we give him our insurance information and we told him each time to have his insurance agent contact ours, we never refused service but we did want to allow time for the cops to perform an investigation and possibly find the car before he filed a claim.
The next day we received a call from [redacted] Volkswagen. We had requested they come pick up a car to be worked on a the day the car went missing and their tow truck driver had mistakenly taken the customers car. [redacted] returned the vehicle under our care and we promptly informed the customer we once again had his vehicle. We finished performing service on his car and the customer came in to pick it up.