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Las Cruces Radiator Service, Inc.

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Reviews Las Cruces Radiator Service, Inc.

Las Cruces Radiator Service, Inc. Reviews (2)

Complaint: ***
I am rejecting this response because:
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]This guy is full of bunk , and I have heart trouble myselfI used to live just off the corner of *** *** *** *** ***. I used to talk to the older hispanic gentleman who probably owned it .This guy just bought the business name and reputation with the business. I see right through him. They never used to sell used cars there before THAT IS A BIG CLUE.When I first called I was very specific. I asked for a quote because I live nearly a hundred miles away in Truth or Consequences, NM. I am a homeless veteran living in an old RV without A/CIt has been 90-degrees before I even saw his shop.I was specific because I had to budget the funds accordingly since I cant afford to go in to town much, with the exception of going for parts and repair or medical appts.When I turned in the radiator I had told the guy which is the manager even though he looked like the only person to work there other than the owners wife in the officeShe said for a rod out and rebuild.I was sure to say is that TTL total she said yes and I was surprised she said that , I thought I was getting a dealThat's why I was so chummy, when we talked , I believed that if I built a good repore the would treat me with a little more respect.So when I turned it in I emphasized that I had just ran the engine previously and did a manual flush my self"ONLY USING WATER" no antifrezeMy RV ran for at least two hours without overheating or leaking .When I removed my Radiator I noticed that it and the heater core had been replaced and or rebuilt at about the same time like they are supposed to be, along with the waterpump , thermostat and hosesI even changed out the temperature sensorsand belts as recommended.So when I turned it in I asked him to pressure test for leaks I thought it may have had a small leake from where an aftermarket tranny cooler was attached thru the radiator tubes with plastic tiedowns key word plastic.I was concerned because I used clean well water which may have had dirt in it, that is whey I wanted it cleaned I have to continue later because the public library is about to close I will continue as soon as I can forgive me my life sucks right now sorry

ID#[redacted]   First, I would like to apologize for the inconvenience the customer has had to endure. I am the owner that has been here for 40 years. Unfortunately, I had a heart attack on Monday, May 15th. I was in the hospital until Thursday, May 18th. I was not allowed to return to work...

until Monday, May 22. My wife did go to our business the day the customer picked up his radiator 5/19. (The customer dropped off his radiator on 5/15 and picked it up on 5/19. (It is off an older Dodge van) During both our absences, our manager ran our business. Neither of us knew that our manager made the decision to substitute the customer's radiator with a radiator we had rebuilt previously. It is true that this radiator had an obvious repair where 2 tubes had been cut out. He thought he was helping the customer by saving him a few hundred dollars over a recore (new radiator).  I would like to explain the process that was done on the customer's radiator. He had asked us to rod his radiator. His radiator was first put in the caustic soda vat (this prepares the radiator to be worked on). The top tank of the radiator was removed and we proceeded to rod it. In this process a rod is run through each tube of the radiator to clean any blockage. While the top tank was off the radiator, the top header was rebuilt by soldering all the tubes. After this, the top tank was reattached to the radiator core. The next step, the bottom tank was removed and the bottom header was rebuilt by soldering all the tubes. Finally, the bottom tank was reattached to the radiator core. At this point, the radiator was lowered into the water check tank, air put into it, and found numerous tube leaks. Once this happens on a radiator, you try to repair one leak and two more show up. Metal fatigues with time. This is an older radiator. (We did not ruin his radiator) There are a couple of possibilities why the customer stated it wasn't leaking. If the water level on the radiator dropped below the leaks, it would not show any leaks. In addition, because radiators are dirty (inside) when they are dropped off, leaks don't show, but after rodding they then do. (Since the customer "had experience running my own radiator repair shop in the past", he totally understands this process.) Our employees are instructed that we offer a quality finished product that will last. We do not do shoddy work and give a customer a product we know will not last. At this point our manager checked for a rebuilt radiator (in the price range -$175) for the customer and found the one I talked about earlier. Unfortunately, he did not communicate with the customer, explain what had transpired on his radiator and offer this radiator instead. He made the choice to substitute the rebuilt radiator on his own. This is not how we do business! My wife and I totally understand the frustration the customer feels. Our manager was reprimanded for his actions concerning this matter.  When I returned to work (5/22/17) and was told what had transpired, I told our manager to call the customer. He did and asked him what we could do to satisfy him. He offered a full refund, $193.88, (with the return of the radiator he provided) and return of his radiator. (We still have his radiator, complete with the straps) We also gave him options of recoring his radiator (this is a new center piece-core) and reusing the original radiators upper and lower tanks and straps). He said he was too mad and would not talk to us. Our manager has noted on his cell phone 4 other times he reached out to the customer: 5/23 at 3:40, 5/23 at 4:05, 5/23 at 4:22 and 5/24 at 8:53. These are just a few of the times we have tried to reach the customer.  In summary, my wife and I have owned Las Cruces Radiator Service, Inc. for 40 years. Unfortunately, because of a medical emergency, neither of us were here as this situation unfolded. (My wife was here and checked the customer out but was unaware what our manager had done)  We are not thieves, we are not stupid and we didn't sell his radiator to another customer for profit. We have his radiator, complete with straps. We have offered a full refund ($193.88) and return of his radiator (with return of the radiator he took) and offered to recore his radiator at a reduced price.  We did all in our power to communicate with him after the fact. He does not answer the phone when we call.  The problem originated because our manager did not communicate with him when the radiator proved unrepairable. We apologize for this. We pride ourselves that after 40 years in business we do what is right. We have a reputation to prove it.     Tom C[redacted], Owner Las Cruces Radiator Service, Inc. 700 W. Picacho Las Cruces, NM 88005 ###-###-####   ID#[redacted] Attachment: Copy of Invoice #[redacted] dated 5/19/17

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