I.C.P.R.

From: Joe *** [mailto:Joe***@bartelsauto.com] Sent: Friday, February 02, 7:AM To: Customer Relations Subject: Case # *** Thuong *** originally came in beginning of January with a NO Heat concernUpon inspection we found
multiple issues with his cooling system on his vehicleMr*** also just bought this vehicle and had no idea of the history of the vehicle as far as maintenance of the vehicle before he purchased it. On his first day in (January 2, 2018) we found: We did our inspection, vehicle came in misfiring and overheating. Vehicle had large amounts of contamination found within heater coreBack flushed heater core with cleanerThermostat found stuck & heater valve had a hole within one of the outlet bladesVehicle has cleaner in it bring vehicle back as soon as possible to recheck coolant conditionWe replaced the thermostat/hoses AND water valve at this time. Mr*** brought vehicle back on (January 3, 2018): Upon inspection we found the heater core to be plugged up againThere was also a lot of air in the system. The cleaner did not help his issueAt this time Mr*** approved to START by replacing the front heater coreWe replaced the front heater core and had great heat coming from the front ventsWe noticed that there was NO heat coming from back ventsWe had addressed this concern to Thuong at this time that there are still other issues with his cooling system and will need to be addressedMr*** brought the vehicle back on (January 15, 2018) claiming his heat would come and go. Upon our inspection we noticed that there was still no heat coming from rear of vehicle and the heater hoses are looped in with the front heater coreWe addressed Thuong and told him we would need to start by replacing the rear heater core for the rear of the vehicle as the cores are looped togetherWe replaced the rear heater core at this timeAfter replacing the heater core and flushing his cooling system we finally had great heat from the front AND the rear of vehicleDuring the cooling system "burping" of the system we noticed that the vehicle was burping large amounts of air from the filler bucket and was overflowingWe told Thuong that the vehicle had a headgasket leakVehicle had great heat coming from front and back of vehicle but when the cooling system was capped (pressurized) and vehicle was driving the heat would go out because the vehicle was consuming coolant into the combustion chamber which create air pockets in cooling system causing heat loss. We addressed Thuong about this issue and even told him that we would help him with the cost of the repair because we genuinely felt bad that he bought this car from someone in this conditionEverything that we did DOES have a warranty on the parts we installedWe never told him it doesn't have a warrantyIt is clearly noted on his repair bill that everything we did to his car has a warrantyWhat he is not understanding is the vehicle had massive cooling issues before he bought the vehicle and with process of fixing the many issues with the car we finally uncovered the cylinder head gasket issueWe believe that when he originally came in with the stuck closed thermostat and the vehicle overheating & misfiring, that's when the headgasket failed on his vehicleWe had to do a process of eliminating the many cooling issues this car hadEverything we did was by the book and we did tell him that there were many many issues with the vehicles cooling system. Once again, all the parts that we put in his car DO have a warrantyIn order to completely fix the vehicle it will require headgasket replacement and hopefully the cylinder heads aren't warped or cracked. If you have any questions feel free to reach out to me at the shop Joe *** General Manager Bartel's Auto Clinic Carol Stream 1-(630)-653-