Dreamhouse Construction

[redacted] came in to our shop on 12/17/with the complaint that she had a "loud noise" in the front of her vehicleShe stated that she had just had a front cv axle replaced and she wanted us to check it One of our mechanics attempted to take the vehicle on a test drive, but only made it about feet up the road when he realized there was a suspension issue that felt very badHe described it as "it felt like the wheel was falling off" We pulled the vehicle in for inspection at which point we found the passenger's side front strut bolts completely loose and the steering knuckle was easily pushed in and out with his handsThis part is typically very tight and should not be thus moved While we were tightening the strut bolts another mechanic noticed that the passenger side lower rearward control arm bushing was ripped and the control arm was resting on the frame of the vehicleWe advised her that the worn control arm bushing should be replaced and it would be advisable to have an alignment performed as well since the struts bolts that were loose can affect the alignment of the vehicles steering and suspension She requested an estimate for the recommended repairs which we providedThe estimate totaled $tax included for the work The mechanic backed her vehicle out of the shop and she advised us, as it was a company vehicle, that she would have to get approval from her boss for the repairs and would let us know if she wanted the work performed The vehicle was returned to our shop after hours and dropped offThe vehicle was awaiting us when we arrived [redacted] called in this morning and let one of our mechanics know that she wanted the work done per our recommendation and our estimate, and that if it was going to be more than the original estimate to let her know We proceeded to replace the worn control arm bushing at which point she called back to request we also perform an oil change service on the vehicle After the repairs were done, I called to notify her that the vehicle was completedAt that point she asked if there was anything else was wrong because after she left with the vehicle the previous day she still heard a "slight rattle"I informed her that I would have a mechanic test drive it and listen for the rattle The mechanic test drove it and heard a slight rattle only in the gravel parking lot, no noise or rattle was evident on a smooth road surface He then determined that the strut mount on the passenger front had slight movement in the rubber mount and is not a safety concern yet can produce some noise over rough surfaces We did call to inform her because not being a safety concern and I didn't feel that it would be a concern of hers as she has always trusted our opinion over the many years over her being one of our customers When she arrived to pick the vehicle up, she was dissatisfied that we did not call to inform her prior to her making a trip out to get the vehicle, I apologized for thatAfter talking to her boss she informed me that she was not happy and felt her vehicle was misdiagnosed We identified the cause of her original complaint, the "loud noise" and safety issue which was the loose strut bolts(which we fixed at no charge)We recommended replacing the worn control arm bushing as needed maintenance not to fix any other specific issue I offered to order a new strut mount and install it while she waitedI also offered to realign the vehicle after that repair at no additional cost(A service that needs to be performed after strut mount replacement)She was not satisfied with what I offeredShe shook my hand and said "I guess we will part ways" It must also be pointed out, that the vehicle in question is still currently sitting in our parking lot as of 5:10pm Eastern timeShe has not even driven the vehicle to experience any issues she is assuming are there I feel this is a premature and unwarranted complaint and what I offered to do for her is a reasonable offerI would be willing to extend a 15% discount on the replacement of the slightly worn strut mount if that would help the situation, but I will not be willing to do any repairs at my expense as we identified the original complaint of the "loud noise" and repaired that at no charge by tightening strut bolts that another repair facility / mechanic had left loose or not tightened properly.Thanks for your consideration in this matter.Sincerely,Dan T [redacted] --OwnerKreager Tire & Service

[redacted] came in to our shop on 12/17/15 with the complaint that she had a "loud noise" in the front of her vehicle. She stated that she had just had a front cv axle replaced and she wanted us to check it.  One of our mechanics attempted to take the vehicle on a test drive, but only made it about...

50 feet up the road when he realized there was a suspension issue that felt very bad. He described it as "it felt like the wheel was falling off".  We pulled the vehicle in for inspection at which point we found the passenger's side front strut bolts completely loose and the steering knuckle was easily pushed in and out with his hands. This part is typically very tight and should not be thus moved.  While we were tightening the strut bolts another mechanic noticed that the passenger side lower rearward control arm bushing was ripped and the control arm was resting on the frame of the vehicle. We advised her that the worn control arm bushing should be replaced and it would be advisable to have an alignment performed as well since the struts bolts that were loose can affect the alignment of the vehicles steering and suspension.  She requested an estimate for the recommended repairs which we provided. The estimate totaled $330.00 tax included for the work.  The mechanic backed her vehicle out of the shop and she advised us, as it was a company vehicle, that she would have to get approval from her boss for the repairs and would let us know if she wanted the work performed.  The vehicle was returned to our shop after hours and dropped off. The vehicle was awaiting us when we arrived.  [redacted] called in this morning and let one of our mechanics know that she wanted the work done per our recommendation and our estimate, and that if it was going to be more than the original estimate to let her know.  We proceeded to replace the worn control arm bushing at which point she called back to request we also perform an oil change service on the vehicle.  After the repairs were done, I called to notify her that the vehicle was completed. At that point she asked if there was anything else was wrong because after she left with the vehicle the previous day she still heard a "slight rattle". I informed her that I would have a mechanic test drive it and listen for the rattle.  The mechanic test drove it and heard a slight rattle only in the gravel parking lot, no noise or rattle was evident on a smooth road surface.  He then determined that the strut mount on the passenger front had slight movement in the rubber mount and is not a safety concern yet can produce some noise over rough surfaces.  We did call to inform her because not being a safety concern and I didn't feel that it would be a concern of hers as she has always trusted our opinion over the many years over her being one of our customers.  When she arrived to pick the vehicle up, she was dissatisfied that we did not call to inform her prior to her making a trip out to get the vehicle, I apologized for that. After talking to her boss she informed me that she was not happy and felt her vehicle was misdiagnosed.  We identified the cause of her original complaint, the "loud noise" and safety issue which was the loose strut bolts. (which we fixed at no charge). We recommended replacing the worn control arm bushing as needed maintenance not to fix any other specific issue.  I offered to order a new strut mount and install it while she waited. I also offered to realign the vehicle after that repair at no additional cost. (A service that needs to be performed after strut mount replacement). She was not satisfied with what I offered. She shook my hand and said "I guess we will part ways".  It must also be pointed out, that the vehicle in question is still currently sitting in our parking lot as of 5:10pm Eastern time. She has not even driven the vehicle to experience any issues she is assuming are there.  I feel this is a premature and unwarranted complaint and what I offered to do for her is a reasonable offer. I would be willing to extend a 15% discount on the replacement of the slightly worn strut mount if that would help the situation, but I will not be willing to do any repairs at my expense as we identified the original complaint of the "loud noise" and repaired that at no charge by tightening strut bolts that another repair facility / mechanic had left loose or not tightened properly.Thanks for your consideration in this matter.Sincerely,Dan T[redacted]--OwnerKreager Tire & Service