Initial Business Response /* (1000, 10, 2015/10/05) */
The customer that has filed this complaint has had his wife bringing in the car for approximately five years and has always been an excellent customer, we hope that this can come to an even understanding of what was found upon each...
visit.
The vehicle was brought into the shop on 7/3/15 @ 49,186 Miles with the complaint of "There's a noise coming from the engine area about 20mph, there's a tapping, very low and very hard to describe." Approval was given to diagnose. A Master certified technician performed the proper diagnostics procedure to determine the noise was coming from the drive belt pulley bearings at that time due to excessive bearing play. The water pump was not leaking at the time of this visit and there was not play present within the water pump bearing. The water pump was checked and was functioning as designed during this visit. Recommended repair of the drive belt and pulleys were approved by customer @ 1:26:00pm on 7/3/15. Vehicle was test driven before leaving the shop and no noise was present after repairs.
On 8/18/15 @ 49,565 Miles (379 miles & 46 days after the first visit & repair) customer returned with vehicle stating " there is a engine rattle when revving car to about 3,000 rpm". Approval was given to diagnose. The same master Technician was assigned to diagnose the noise. Upon removing the coverings to inspect, found coolant leaking from the water pump causing a lack of lubrication to the water pump bearing. Water pump pulley was found wobbling and rubbing against the body of the water pump causing the noise. We recommended replacement of water pump with a coolant system flush and customer approved repair on the phone @ 10:22:00am on 8/18/15.
The descriptions are very different upon initial concerns, the first noise being noted at 20mph and the second noise at about 3,000 RPM. Both problems were verified before repairs were recommended, Both repairs were approved by the customer before performed. We hope this has helped clarify and we can be of further assistance to this customer in the future.
Sincerely,
Gunbarrel Import Motors Owner & Staff.
Initial Business Response /* (1000, 10, 2015/10/05) */
The customer that has filed this complaint has had his wife bringing in the car for approximately five years and has always been an excellent customer, we hope that this can come to an even understanding of what was found upon each...
visit.
The vehicle was brought into the shop on 7/3/15 @ 49,186 Miles with the complaint of "There's a noise coming from the engine area about 20mph, there's a tapping, very low and very hard to describe." Approval was given to diagnose. A Master certified technician performed the proper diagnostics procedure to determine the noise was coming from the drive belt pulley bearings at that time due to excessive bearing play. The water pump was not leaking at the time of this visit and there was not play present within the water pump bearing. The water pump was checked and was functioning as designed during this visit. Recommended repair of the drive belt and pulleys were approved by customer @ 1:26:00pm on 7/3/15. Vehicle was test driven before leaving the shop and no noise was present after repairs.
On 8/18/15 @ 49,565 Miles (379 miles & 46 days after the first visit & repair) customer returned with vehicle stating " there is a engine rattle when revving car to about 3,000 rpm". Approval was given to diagnose. The same master Technician was assigned to diagnose the noise. Upon removing the coverings to inspect, found coolant leaking from the water pump causing a lack of lubrication to the water pump bearing. Water pump pulley was found wobbling and rubbing against the body of the water pump causing the noise. We recommended replacement of water pump with a coolant system flush and customer approved repair on the phone @ 10:22:00am on 8/18/15.
The descriptions are very different upon initial concerns, the first noise being noted at 20mph and the second noise at about 3,000 RPM. Both problems were verified before repairs were recommended, Both repairs were approved by the customer before performed. We hope this has helped clarify and we can be of further assistance to this customer in the future.
Sincerely,
Gunbarrel Import Motors Owner & Staff.