ID# [redacted] First, I would like to apologize for the inconvenience the customer has had to endureI am the owner that has been here for yearsUnfortunately, I had a heart attack on Monday, May 15thI was in the hospital until Thursday, May 18thI was not allowed to return to work until Monday, May My wife did go to our business the day the customer picked up his radiator 5/(The customer dropped off his radiator on 5/and picked it up on 5/(It is off an older Dodge van) During both our absences, our manager ran our businessNeither of us knew that our manager made the decision to substitute the customer's radiator with a radiator we had rebuilt previouslyIt is true that this radiator had an obvious repair where tubes had been cut outHe 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 radiatorHe had asked us to rod his radiatorHis 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 itIn this process a rod is run through each tube of the radiator to clean any blockageWhile the top tank was off the radiator, the top header was rebuilt by soldering all the tubesAfter this, the top tank was reattached to the radiator coreThe next step, the bottom tank was removed and the bottom header was rebuilt by soldering all the tubesFinally, the bottom tank was reattached to the radiator coreAt this point, the radiator was lowered into the water check tank, air put into it, and found numerous tube leaksOnce this happens on a radiator, you try to repair one leak and two more show upMetal fatigues with timeThis is an older radiator(We did not ruin his radiator) There are a couple of possibilities why the customer stated it wasn't leakingIf the water level on the radiator dropped below the leaks, it would not show any leaksIn 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 lastWe do not do shoddy work and give a customer a product we know will not lastAt this point our manager checked for a rebuilt radiator (in the price range -$175) for the customer and found the one I talked about earlierUnfortunately, he did not communicate with the customer, explain what had transpired on his radiator and offer this radiator insteadHe made the choice to substitute the rebuilt radiator on his ownThis is not how we do business! My wife and I totally understand the frustration the customer feelsOur 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 customerHe did and asked him what we could do to satisfy himHe 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 usOur manager has noted on his cell phone other times he reached out to the customer: 5/at 3:40, 5/at 4:05, 5/at 4:and 5/at 8: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, Incfor yearsUnfortunately, 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 profitWe have his radiator, complete with strapsWe 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 factHe does not answer the phone when we call The problem originated because our manager did not communicate with him when the radiator proved unrepairableWe apologize for thisWe pride ourselves that after years in business we do what is rightWe have a reputation to prove it Tom C***, Owner Las Cruces Radiator Service, IncWPicacho Las Cruces, NM ###-###-#### ID# [redacted] Attachment: Copy of Invoice # [redacted] dated 5/19/
ID# [redacted] First, I would like to apologize for the inconvenience the customer has had to endureI am the owner that has been here for yearsUnfortunately, I had a heart attack on Monday, May 15thI was in the hospital until Thursday, May 18thI was not allowed to return to work until Monday, May My wife did go to our business the day the customer picked up his radiator 5/(The customer dropped off his radiator on 5/and picked it up on 5/(It is off an older Dodge van) During both our absences, our manager ran our businessNeither of us knew that our manager made the decision to substitute the customer's radiator with a radiator we had rebuilt previouslyIt is true that this radiator had an obvious repair where tubes had been cut outHe 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 radiatorHe had asked us to rod his radiatorHis 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 itIn this process a rod is run through each tube of the radiator to clean any blockageWhile the top tank was off the radiator, the top header was rebuilt by soldering all the tubesAfter this, the top tank was reattached to the radiator coreThe next step, the bottom tank was removed and the bottom header was rebuilt by soldering all the tubesFinally, the bottom tank was reattached to the radiator coreAt this point, the radiator was lowered into the water check tank, air put into it, and found numerous tube leaksOnce this happens on a radiator, you try to repair one leak and two more show upMetal fatigues with timeThis is an older radiator(We did not ruin his radiator) There are a couple of possibilities why the customer stated it wasn't leakingIf the water level on the radiator dropped below the leaks, it would not show any leaksIn 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 lastWe do not do shoddy work and give a customer a product we know will not lastAt this point our manager checked for a rebuilt radiator (in the price range -$175) for the customer and found the one I talked about earlierUnfortunately, he did not communicate with the customer, explain what had transpired on his radiator and offer this radiator insteadHe made the choice to substitute the rebuilt radiator on his ownThis is not how we do business! My wife and I totally understand the frustration the customer feelsOur 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 customerHe did and asked him what we could do to satisfy himHe 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 usOur manager has noted on his cell phone other times he reached out to the customer: 5/at 3:40, 5/at 4:05, 5/at 4:and 5/at 8: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, Incfor yearsUnfortunately, 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 profitWe have his radiator, complete with strapsWe 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 factHe does not answer the phone when we call The problem originated because our manager did not communicate with him when the radiator proved unrepairableWe apologize for thisWe pride ourselves that after years in business we do what is rightWe have a reputation to prove it Tom C***, Owner Las Cruces Radiator Service, IncWPicacho Las Cruces, NM ###-###-#### ID# [redacted] Attachment: Copy of Invoice # [redacted] dated 5/19/