J.A. McCue Well Drilling, Inc.

RE: Revdex.com Complaint Case # ***Consumer: *** ***Case Date: September 23, 2016To *** ***Ms***, pursuant to the above case number; I have researched this complaint and will be responding on behalf of Frank Kent Country.In regards to the diagnosis and repair performed on the
*** with 214,miles on July 21, 2016, the vehicle entered our shop and repair order # *** was opened for a starter not workingOur technician performed diagnosis and it was found that the starter was the issueOur service advisor arranged for the vehicle to be repaired under GM parts warranty due to the starter being replaced previously by another dealerAs a courtesy to the customer, we provided a loaner vehicle while the repair was performedVehicle repair was performed and returned to the customer.On August 10, 2016, the customer returned with an air conditioner that was not workingShe spoke with the service advisor and stated that the air conditioner just quit coolingThe service advisor opened a new repair order # *** to dispatch to the technician for diagnosisThe technician performed diagnostics found the refrigerant had leaked outHe determined the liquid line was the source of this major leak (a/c line had a hole rubbed in it from a heater hose)The customer was contacted and the service advisor reviewed the estimate for repairThe repair consisted of replacing the air conditioner line and an oil sending unit that was found to be inoperative and leaking at the same timeAs a courtesy to the customer, we provided a loaner vehicle while the repair was performedVehicle repair was performed and returned to the customer.On September 8, 2016, the vehicle returned with the air conditioner not cooling like it was after the last repairThe service advisor started a repair order, # ***, and distributed to the technician, the technician found the system to be low on refrigerant by roughly eight ouncesThe technician continued with his check out and found refrigerant ultraviolet dye showing a small leak at the evaporator fitting at the firewallThe technician did not remove this fitting when the previous repair was performedWe replaced this seal at no charge to the customer due to working in the same area as the previous repairThe service advisor explained this to the customer and that there are more than one component comprising the air conditioner system with refrigerant.Additionally, the oil sending unit replaced previously had an internal malfunction and was replaced under parts warrantyAs a courtesy to the customer, we provided a loaner vehicle while the repair was performedVehicle repair was performed and returned to customer.On September 12, 2016, the customer brought the vehicle back stating the engine had overheatedAfter reviewing the concern, the service advisor determined the vehicle did not overheat but the temperature gauge had climbed to the degree rangeTypical operating range is to degreesThe customer stated she had to add a quart of coolant to the vehicles expansion tankAfter the tank was topped off, the vehicle did not run hotter than againRepair order # *** was opened and taken to the technician for diagnosticsThe technician found the coolant to be full, fans operating as designed and coolant flowingThe technician did not duplicate that the vehicle was running hotter than normalThe technician then pressure tested the cooling system; he found the water pump to have a slight leak from the weep holeThe weep hole is designed into most water pumpsThis is to show when the water pump shaft seal has started leakingThis seal is internal to the pump itself and is only serviced with the water pump assemblyThe customer insisted that we caused the leakI explained to her the weep hole design to her as well and reiterated that there is no way we could have affected an internal sealAdditionally she pointed out that the two bands that squeeze the air filter duct together where left undoneI did not know why these bands would be left undone or if we could have accidentally popped them looseI do know that these did not affect the vehicle loosing coolant and the water pump leakingAs a courtesy to the customer, we provided a loaner vehicle while the repair was performedVehicle was returned to the customerNo work was performed at this timeBoth the air conditioner and the cooling system were working as designed when the vehicle left; I drove the vehicle myself to verifyPlease keep in mind the water pump would only leak intermittently; I believe only when the engine was hotI explained to her that due to vehicle mileage (215521) and continued accusations about the technician and the dealer claiming we damaged her vehicle we could no longer work on this vehicle. After additional research through GM and ***, I found the vehicle has been to multiple repair facilities for numerous concerns including air conditioning as recently last monthTake note the customer had taken the vehicle to another GM dealer on August 8, for a air conditioning or heater concern but I do not have details as to what repair was performedI have included the vehicle history with this response. Frank Kent Country has been reasonable and responsible to the customer both during her visits and with the concerns on her vehicleWe have provided alternate transportation at no charge each time her vehicle was in the shop, replaced the cooling system cap at no charge due to mileage and plastic deterioration as well as replacing intake seals at her request. Frank Kent Country values our customers and the opportunity to service their vehiclesWe do everything we can in situations like this to help provide a resolution, but the customer refused to accept that the water pump seal is an internal component to the water pump and this dealer did not have a role in the coolant leak that developed I was notified today by her credit card company that she has disputed the $and they have charged the dealer back for that transactionWe are currently responding to that dispute.Thank you for your time and consideration,*** *** Service Director Frank Kent Country*** * *** **
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