Falcon Pools, Inc.

The is in response to ID ***, *** *** We have spoken with Mr*** He is in agreement to dropping his vehicle off with us so *** *** can do a re-inspection of the vehicle This will be some time during the first week of May when we can correspond both Mr***
and *** ***. *** ***
*** ***Bill Etscorn & Son’s CollisionBardstown Road & Shelbyville RoadLouisville, Ky

When  Mrs. [redacted] first brought her car in for leaking coolant she told us the temperature gauge had gone all the way up on 4 different occasions and the motor was making a knocking noise while she continued to drive it. Not turning the car off with it overheating, we expected the worst but only found a leaking coolant bottle. It was repaired, the car then went through quality control, and was pressure tested again to confirm there were no other leaks. She was informed that her car had been seriously overheated and the probability that additional damage was done is very high, however it was now quiet and doing fine. Around 12 days later she returned and stated the car was overheating and knocking again. When inspected it was found that the radiator was leaking badly out of the plastic end seam. (a considerable leak, dripping quickly on the ground leaving a large puddle). It was repaired and retested again to confirm the fix. A few days later Mrs. [redacted] called again, we sent a tow truck to bring her car in and found coolant now leaking from the water pump behind the timing cover. On her first two visits we only repaired what was 100% damaged without question, after each repair her Mazda was double checked and pressure tested and left with no leaks at all. We chose not to repair the water pump because we know that Mrs. [redacted] has another problem causing the leaks, most likely a cracked head or head gasket creating excessive pressure in the cooling system. The chance of developing 3 separate coolant leaks without a shared cause is highly unlikely. That is why we referred her to take her car to the dealership to have the cylinder heads checked before proceeding. We were looking out for Mrs. [redacted] best interest instead of just blindly replacing parts without asking "why". We are upset that we were not given an opportunity to rectify this situation. Etscorn's has been in business since 1947. If there was even a doubt in our mind that any of the work was unnecessary or improperly performed, we would issue a full refund. We pride ourselves on our honesty and integrity and are very regretful Mrs. [redacted] feels that we were doing anything other than helping her to avoid unnecessary costs.

I would like to close Complaint ID #[redacted] as “resolved”.  Bill Etscorn’s made a sincere effort to resolve the issue.  [redacted] insurance company has refused responsibility, but that is not the fault of Bill Etscorn’s Inc.  Thank you for your help in this matter.  Complaint ID #[redacted]
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted] with Etscorn has reached out to me to help resolve the issue.  He has made contact with [redacted] as of Tuesday the 25th to arrange for a representative to assess the condition of the bearings at the Etscorn shop.  [redacted] agreed to have a representative available within 3-5 business days.  As of today, May 2nd, there has been no further communication with [redacted].  [redacted] with Etscorn said he would call me with he hears back from [redacted] so that we can bring the car in.  I believe Etscorn is trying to help at this time.  I'm rejecting the response only because the complaint is still unresolved and should not be closed yet.  If I were to accept the response or decline to respond entirely, the compliant would be closed.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The information given by the business is incorrect.  I was never told that there was more going on with my car, and in fact, I had asked them several times if the issue was fixed, and was told that it was.  I have never declined to have the engine code diagnosed, and I actually was the one that asked them several times if they had checked it to see if it had anything to do with the overheating issue.  The second mechanic that I went to that finally fixed my car said that the code causing the light to come on was due to the water pump leaking on the timing chain. Once the pump was fixed, the light has gone off, and I have not had anymore overheating issues with my car.  There was no bigger, underlying problem, as the water pump was the only issue with the car, and should have been diagnosed in the first place, before quoting me for repairs while trying to figure out what the issue was.  Again, the second mechanic that actually fixed the car said that there clearly was a leak, and this should have been easily diagnosed by Etscorns.  Both times that I had approved repairs, I had first been told that the repairs being done were the only problems with causing the car to overheat, and that the repairs being done would fix the problem, which it clearly did not.
Regards,
[redacted]

We explained to Mrs. [redacted] numerous times that her car had been seriously overheated and it was probable that there was more wrong with her car than just the coolant leak before ever starting any repairs. She complained her car was making a knocking noise and the gauge was all the way hot, she...

approved repairs with this knowledge. After first repair she returned 2 weeks later and her radiator had started leaking, it was repaired and sent out again. Days later the car was back again and coolant was now leaking from behind the timing cover area, instead of pricing yet another repair again we decided the car needed to be looked at by the dealer as we did not want the customer to continue to have failure after failure as we suspect internal engine damage causing excessive pressure in cooling system. Mrs. [redacted] declined to have the check engine light diagnosed but it was a p0420 code which has nothing to do with her issue. We cleared the light for her but told her it would come back on. Unfortunately another shop has fixed another failure but we believe that she will continue to have problems until the cause is determined. Her car was pressure tested each time after repairs to verify problem was resolved. The check engine light was always on and her car was almost 4k overdue on an oil change as well. We sympathize with her situation but are by no means guilty of anything except trying to help her out by not continuously quoting repairs and wasting her money when a bigger problem is lying underneath[redacted]