Cliff's Garage

Review: Our car was taken to Cliffs garage after our son was driving across Snoqualmie Pass and it overheated,the car was towed to Cliff's because it was the closest garage to it when it broke down and it would have cost to much to tow back to Everett. My father had purchased the car for my son and had purchased an extended warranty from the dealer, which was [redacted] in Everett. I called the warranty company to see how to proceed with claim which is through [redacted]. They told me to have Cliff's give them a call to procede. [redacted] from Cliff's did call them, they told him to find out what was wrong and to call them back with their findings to see if the repair was covered. I called Cliff's and he told me that the water pump had failed and caused the car to overheat and in turn also blew the head gasket,he told us that the warranty company would not cover the repair of the head gasket because it was caused by the water pump failing,but they would cover the water pump. I told him go ahead and fix the car. So as it goes it took over two months to get the car repaired,the first problem was that they had sent the head out to be repaired, they got it back and when installing broke a head bolt off so they had to take it back off and have it sent out again. Finally he called us and told us it was ready to pick up, we picked it up, payed him $1004.98. We drove the car home and it seemed to run fine, but only for a short time, when my son called me and said the car overheated again and would not start. A friend of ours said most likely the head gasket had blown again. We decide to call the warranty company back to see how to procede and they told me that [redacted] from Cliff's had never called them back with the results and proceeded to fix the car without going through the warranty company. I called [redacted] and told him what the warranty company had said and we asked him if he was going to fix the repair, he said no and also that the warranty company told him to procede. Than he hung up on me.Desired Settlement: I would like to get my money back and to procede to fix the car again.I have been in contact with the warranty company, and they told us to send them a copy of the receipt to them to see if they could do anything for us.This garage lied to us and we have the proof from the warranty company that they did. I also told [redacted] we would pursue legal action and he said go ahead and try.

Business

Response:

October 25, 2013

Re: Dave

[redacted]/Cliff s Garage/Your correspondence October 9, 2013/[redacted]

Gentlemen:

I have reviewed the “Customer Experience Information” provided by your entity and have spoken with representative

at Cliffs Garage. Based upon that conversation my understanding of the facts is

as follows:

The [redacted] vehicle was taken to Cliffs Garage as the water pump failed which in turn caused the engine to

overheat and the head gasket to rupture. Cliffs Garage did speak with [redacted]

[redacted]. who advised that the warranty on the [redacted] auto only covered

internally lubricated parts. The head and the associated head gaskets are not

internally lubricated parts and so [redacted] declined coverage

with respect to the failed head gasket. Cliffs Garage waited approximately

three weeks for the [redacted]s to authorize repair of the water pump and failed

head gasket. Cliffs Garage was authorized to proceed with the repair by Ms.

[redacted]’s father who Ms. [redacted] identifies as the purchaser of the vehicle.

An intake manifold bolt was broken reinstalling the head. The head is aluminum and very delicate

so it was necessary to send the head to a specialty shop in Yakima for removal

of the broken stud. That process added approximately ten days to two weeks to

the repair time. The vehicle was repaired and was running perfectly when picked

up by Ms. [redacted]’s son. Nothing has been provided which would indicate that

the repairs performed by Cliffs Garage were in any manner inadequate or caused

the additional heating problem experienced by Ms. [redacted]’s sop.

October 25, 2013 Page 2

No misrepresentations as to

contact with the [redacted] were made to Ms. [redacted]. Cliffs Garage

did contact the warranty company. Cliffs Garage was informed that the warranty

company would not cover the repairs caused by the damaged water pump.

[redacted] LAW OFFICES

[redacted]. [redacted]

Cc: Cliffs

Garage

Yours very truly,

Review: This garage replaced the water pump in my 2008 Scion XD. They had it for 5 days called and told me it was fixed so I drove 3 hours to pick it up was originally td it was ac compressor and would cost 1000.00 dollars to fix. A couple hours later was told it was water pump and would be about 600.00. Picked up car bill ended up at about 340.00. Left Cle Elum got almost to spokane and my over temp indicator came on. Stopped and looked in radiator, no fluid could be seem. Let car cool added water got home car overheating again. Added more fluids drove again more fluids added. Ended up trading car in because did not feel comfortable with repair job and I need a vehicle I can trust. This garage left me with a very insecure feeling about their quality of work.Desired Settlement: I would like a reasonable refund of my money I paid in good faith for a repair job which I feel I did not receive.

Business

Response:

November 13, 2013

RevDex.com

152

S. Jefferson Street, Suite 200

Spokane, WA 99201-4352

Re: Cliff s Garage, 214 West Railroad

Street, Cle Elum, Washington 98922 [redacted]

Gentlemen:

I am responding to your

letter of November 6, 2013, addressed to Cliffs Garage, [redacted]

[redacted] Washington. Cliffs Garage did complete the replacement of a

water pump in Ms. [redacted]’s 2008 Scion XD. Cliffs Garage utilizes [redacted] Auto

Parts, and is a [redacted] Center. Any [redacted] auto part installed by a [redacted]

Auto Care Center is guaranteed by [redacted] for one year and will be replaced free

of charge if taken to any [redacted] Center.

Cliffs

Garage did replace the water pump on the 2008 Scion. Proper radiator liquids

were installed, and the vehicle was left running for approximately one-half

hour at Cliffs Garage to see if everything appeared to be operating correctly.

Everything did appear to be operating correctly. When Ms. [redacted] took her

vehicle from Cliffs Garage, it was operating correctly.

Ms.

[redacted] never made contact with Cliffs Garage to indicate there was any problem

nor did Cliffs Garage receive any communication from any other repair shop

indicating any problem with the part replaced.

Based upon the information

provided, there is no way to determine the cause of Ms. [redacted]’s vehicle

overheating. It is impossible to know, for example, whether she picked up a rock

in the radiator on the way back to Spokane, whether fluids were leaking from

hoses not associated with the repair of the water pump or if in fact the water

pump failed. As indicated above had the water pump failed, any [redacted] Auto Care

Center would have replaced the water pump free of charge (both parts and

labor). No information has been provided which would indicate that the repair

effected by Cliffs Garage was in any way deficient or that Ms. [redacted] is

entitled to any refund.

Yours very truly, *

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,