Germantown Service Center

June 5, 2014
**. [redacted] brought his car to Germantown Service Center on April 10, 2014 for an overheating and heater problem. **. [redacted] told me he took his car to another mechanic shop the previous day for the same problem, he told me that this previous shop changed the engine...

thermostat. I told him the overheating and heater problem his car had is not the thermostat, explained to him that there is a 90% possibility that there is a problem with the water pump. **. [redacted] then left the car at our shop So we could assess the problem. The next day I checked the car, first I looked at the engine coolant (I could see there was no coolant inside the engine). To start with, I filled one gallon of coolant (this one gallon of coolant leaked out in a matter of 5 minutes). During this process, I saw a major coolant leak and found out there is a crack on the thermostat housing. **. [redacted] then called the next day, we talked about the major coolant leak and I told him to take the car back to the same shop that repaired the thermostat originally so he could find out why there was still a recurring problem. **. [redacted] refused to take the car back to the previous shop and explained that he wanted us to fix the problem. We informed him that the main problem is still the water pump, however, in order to check and repair the water pump, the crack on the thermostat housing must be fixed first. **. [redacted] then asked for an estimate, we informed him that the minimum labor is 300 for the thermostat housing repair. We checked the price for the thermostat housing part with [redacted] and they told us $150, however the part had been discontinued due to the age of the carpart so we could not get a new part from the dealership. We also tried getting a used part, however we were told the thermostat housing is sold with the engine. We informed **. [redacted] that there is a repair shop that specializes in welding, we explained that since we could not locate the discontinued part we would have to remove the thermostat housing ourselves and send it to [redacted] to have the crack welded. **. [redacted] then asked for an estimate in regards to the welding of the thermostat housing, we told him it would be approximately $60. removed the part and hand delivered the part myself to the [redacted] located 15 miles away. [redacted] then refused to weld the part, we were then forced to contact someone in [redacted] that offered to weld the thermostat housing. The shop from [redacted] picked up the part from our shop, welded the part, and brought it back. This shop from [redacted] unexpectedly charged us $80. then installed the newly welded thermostat housing back onto the car. Installing the welded thermostat housing fixed the major leakage. Just as we finished installing the part, **. [redacted] called and we told him the leakage had been fixed and the car is running without any leaks. However, we informed him there was still the main problem of the water pump needing to be replaced which caused the overheating and the heater to not work. We could not pressure test the car before due to the major leakage caused by the cracked thermostat housing. **. [redacted] then asked about the bill, we told him $479.56 for thermostat repair only). **. [redacted] then expressed his distress because his car was not totally fixed. However, we informed him at the beginning that the main problem is the water pump. **. [redacted] then asked for an estimate for the replacement of the water pump. We then faxed a typed estimate to **. [redacted] detailing the parts and labor needed for the water pump replacement. **. [redacted] refused to fix the water pump with us. After about one week, **. [redacted] came to the shop to pick up the car and paid for the thermostat housing repair. Then, after two days, **. [redacted] called us back informing us that his car is still overheating and that he would be filing a complaint. However, we told him we did our job correctly and fixed the cracked thermostat housing which was causing the major leakage and only charged for that job. **. [redacted] also complained about how much time it took for the repair to be completed, however the reason why this job in particulartook this amount of time, was due to the holidayEaster weekend which led to the welding locations, parts locations, and our own shop to be closed for the holidays.Sincerely,

Review: Hello Revdex.com Office,

On April 10, 2014 I requested an estimate on a mechanical problem with a Minivan 2001 [redacted] at: Germantown Service Center, [redacted] MD [redacted]. Vehicle was overheating/Heat blowing cold air.

Vehicle was dropped off at shop on April 10, 2014 and requested for vehicle to be checked and also requested a written estimate prior to any work being done. I was told by Owner ([redacted]) that I would hear from him the next day on the 11th because he want it check it well but I never hear from him through the day. I called late afternoon of the 11th and was told by [redacted] that they had been too busy but that they would check it and call me back. Did not heard from them on afternoon/evening of the 11th.

I called back on Saturday on 12th and got no answer. I call back on Monday 14th and [redacted] said that he had been trying to order a piece that he would need to fix problem (a crack piece was causing licking of coolant which causes the overheating). He also explained that my prior mechanic had incorrectly installed a thermometer just as an FYI. At the end of the conversation he said that to fix the overheating problem, he would need to replace broken piece that he shop around for and he would charge me about 3 hours of labor totaling about $250.00 to $300.00. This could take about 2 days.

2 days go by and did not hear from them and I decided to call. Called [redacted] on 17th, Spoke to [redacted] and now [redacted] says that he could not locate the piece and that the other option would be to remove damage piece and have it welded. (Still no written Estimate) He advised that to get it welded it would cost about $50 - $60 and that my final cost will still be about $360.00 ($300.00 labor plus $60.00 for welded piece). To get the piece welded it would take 2 more days. Friday the 18th goes by, weekend goes by. On Monday April 21st I call [redacted] and was told by [redacted] that because of Easter Holidays the piece getting welded was delayed. Still not ready to install piece and for me to call him on Tuesday.

I call on Tuesday afternoon and lady answers the phone and tells me that [redacted] was not at office. I asked if she knew the status of my vehicle and she suggested I call [redacted] on his cell phone. I call [redacted] on his cell phone and he tells me that he received piece and that 100% sure the vehicle would be ready today Wednesday April 23, 2014 and that he would call me. I did not hear from him the entire day and I called the shop around 6:05PM for status of my vehicle again and [redacted] answers. [redacted] is saying now that vehicle may need additional parts he had already purchased including a water pump and that my bill was now $640.00.

When [redacted] gave me the new amount due, I reminded him that when I met with [redacted] at his shop on April 10, I clearly stated to him that I needed to know what was wrong with the vehicle and how much it would cost totally to fix the overheating problem/Cold air blowing. Why is this shop charging a lot more than what he had mentioned over the phone and still nothing in writing/estimate and As of today, my vehicle is not fixed, still at shop, never got a follow up call, never got a written estimate as requested verbally and in information sheet completed on 04/10 and shop wants me to pay $640.00 for parts and other labor I was not aware of

and/or

to pay $360.00 for 3 hours labor plus a welding fee but the vehicle is still not fix even if pay the $360.00.

I told [redacted] that I was not willing to pay the $360.00. Unless the overheating issue had been fixed as stated when dropped of vehicle. [redacted] said that the $360.00. Would not fix the problem vehicle and that $640.00 would. I did not agree with him and told him that I would be filing a formal complaint…..

(When I dropped of the vehicle, I was asked to complete an information sheet which stated that for any estimates of $25.00 and/or over, the written estimate would be given to the customer. As of today I have NOT received the written estimate.)

04/24/2014

[redacted] called at 4:45 PM on today to say that now the bill is $479.00. I requested a written estimate again and he said that he would finally fax me over a written estimate but only for the additional work that needs to be done. [redacted] said that he could only fax it to me on 04/25/2014.

04/25/2014

Received fax at 12:15 PM with an Estimate for the amount of $470.13 for a water pump replacement…

Received a second fax at 4:10PM with an Estimate for the amount of $479.56 for R&R Thermostat Housing?

Per both estimate received today, it will cost $949.69 to fix an overheating and the cold air blowing for heater in vehicle. This amounts were never discussed…..

On information sheet completed on 04/10/2014, it clearly stated that I would receive a written estimate of anything above $25 or $35. I can’t recall the exact amount.

Desire outcome:

Complete repair as agreed for the $360.00 per verbal agreement on 04/17. And/or return vehicle with no fees. Written estimates were only received until 04/25/2014….

Also,

For shop to be checked by Revdex.com. The shop does not do a good job at following up, providing written estimates and/or good service to consumers like myself...Desired Settlement: Complete repair as agreed for the $360.00 per verbal agreement on 04/17. And/or return vehicle with no fees. Written estimates were only received until 04/25/2014….

Also,

For shop to be checked by Revdex.com. The shop does not do a good job at following up, providing written estimates and/or good service to consumers like myself...

Business

Response:

June 5, 2014**. [redacted] brought his car to Germantown Service Center on April 10, 2014 for an overheating and heater problem. **. [redacted] told me he took his car to another mechanic shop the previous day for the same problem, he told me that this previous shop changed the engine thermostat. I told him the overheating and heater problem his car had is not the thermostat, explained to him that there is a 90% possibility that there is a problem with the water pump. **. [redacted] then left the car at our shop So we could assess the problem. The next day I checked the car, first I looked at the engine coolant (I could see there was no coolant inside the engine). To start with, I filled one gallon of coolant (this one gallon of coolant leaked out in a matter of 5 minutes). During this process, I saw a major coolant leak and found out there is a crack on the thermostat housing. **. [redacted] then called the next day, we talked about the major coolant leak and I told him to take the car back to the same shop that repaired the thermostat originally so he could find out why there was still a recurring problem. **. [redacted] refused to take the car back to the previous shop and explained that he wanted us to fix the problem. We informed him that the main problem is still the water pump, however, in order to check and repair the water pump, the crack on the thermostat housing must be fixed first. **. [redacted] then asked for an estimate, we informed him that the minimum labor is 300 for the thermostat housing repair. We checked the price for the thermostat housing part with [redacted] and they told us $150, however the part had been discontinued due to the age of the carpart so we could not get a new part from the dealership. We also tried getting a used part, however we were told the thermostat housing is sold with the engine. We informed **. [redacted] that there is a repair shop that specializes in welding, we explained that since we could not locate the discontinued part we would have to remove the thermostat housing ourselves and send it to [redacted] to have the crack welded. **. [redacted] then asked for an estimate in regards to the welding of the thermostat housing, we told him it would be approximately $60. removed the part and hand delivered the part myself to the [redacted] located 15 miles away. [redacted] then refused to weld the part, we were then forced to contact someone in [redacted] that offered to weld the thermostat housing. The shop from [redacted] picked up the part from our shop, welded the part, and brought it back. This shop from [redacted] unexpectedly charged us $80. then installed the newly welded thermostat housing back onto the car. Installing the welded thermostat housing fixed the major leakage. Just as we finished installing the part, **. [redacted] called and we told him the leakage had been fixed and the car is running without any leaks. However, we informed him there was still the main problem of the water pump needing to be replaced which caused the overheating and the heater to not work. We could not pressure test the car before due to the major leakage caused by the cracked thermostat housing. **. [redacted] then asked about the bill, we told him $479.56 for thermostat repair only). **. [redacted] then expressed his distress because his car was not totally fixed. However, we informed him at the beginning that the main problem is the water pump. **. [redacted] then asked for an estimate for the replacement of the water pump. We then faxed a typed estimate to **. [redacted] detailing the parts and labor needed for the water pump replacement. **. [redacted] refused to fix the water pump with us. After about one week, **. [redacted] came to the shop to pick up the car and paid for the thermostat housing repair. Then, after two days, **. [redacted] called us back informing us that his car is still overheating and that he would be filing a complaint. However, we told him we did our job correctly and fixed the cracked thermostat housing which was causing the major leakage and only charged for that job. **. [redacted] also complained about how much time it took for the repair to be completed, however the reason why this job in particulartook this amount of time, was due to the holidayEaster weekend which led to the welding locations, parts locations, and our own shop to be closed for the holidays.Sincerely,