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Len's Auto Repair, Inc.

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Reviews Len's Auto Repair, Inc.

Len's Auto Repair, Inc. Reviews (1)

Initial Business Response /* (1000, 5, 2015/06/26) */
[redacted] I ([redacted], owner) have reviewed your complaint dated 6/23/2015. You and your Grandfather did come in on June 1st to discuss a problem with your air conditioning. At that time, I ([redacted]) informed you that to charge the system, and...

check for leaks, there would be a charge of $89.05. I ([redacted]) informed you and your Grandfather the approximate time needed for this checkout and diagnosis was 1 hour. You scheduled a 10:00am appointment on Thursday June 4th. You did arrive on June 4th and left your car with us. We performed an A/C diagnosis and found the front seal on your compressor was leaking. Your system had no Freon in it because of this. At that time, [redacted] (Service Writer) called you, [redacted], with an estimate for the repair. The estimate total was $774.97 which included replacing the compressor and the accumulator. The original diagnostic fee of $89.07 was also included in this total. At that time, you, [redacted], did give verbal approval for the work. The work was performed that day, and you were called to pick up your vehicle. When you came in to retrieve your car, you were surprised when we informed you of the total repair bill. We once again described the work that was performed. You signed a receipt, and picked up your car. The next day, your father [redacted] called [redacted] very upset. He stated he felt we had taken advantage of you. [redacted] explained that we did in fact call for authorization, and were given verbal approval for the repair by you, [redacted] also asked why [redacted] had not left his father's number with us, if he was the one who needed to give authorization. At some point in the conversation with your father stated that [redacted] probably heard $774.97 and thought we meant $77.00. At that point, [redacted] asked your father [redacted] what he would like us to do. Your father stated he would like to split the repair bill. [redacted] asked your father if he could call him back. [redacted] and I ([redacted]) then discussed the situation. Because there seemed to be some type of communications breakdown, we decided to cover the cost of labor, and you would cover the cost of the parts. That agreement was accepted by your father. We issued a refund of $294.17.
We did not hear from you or your father again until June 18. At that time, we received a call from your father stating that once again the air conditioner was not working. We advised him to drop the car with us. Later that morning, I ([redacted]) checked your air conditioning system again. This time, the system was still full of Freon, no leaks. However the compressor was not engaging. I checked all of the components involved with allowing the compressor to turn on. The HVAC control head was giving the Body Control Module a command to turn on, and the Body Control Module was giving the Engine Control Module a command to turn on, but the Engine Control Module was not allowing function because high pressure was detected in the air conditioning system. I checked the data provided by a sensor called the High Pressure Switch. This sensor was giving a reading above 450psi. I checked the actual pressure within the system with an analog gauge, and the gauge read 120 psi. I then checked the power and ground to the High Pressure Switch, which were normal. All of this pointed to a faulty, shorted, High Pressure Switch. This is a separate component from the compressor and accumulator. This switch was also obviously performing correctly when the car originally left our shop, or the compressor would not have been engaged. At that time, [redacted] called [redacted] and informed him the switch was bad. The total charge for replacing this switch was $118.00. [redacted] declined the repair and did not believe our diagnosis, nor that should he be responsible for the repair.
At a minimum, our warranty for all of our repairs is 12 months or 12,000 miles. If the compressor were faulty, it would have been covered. At no point were you told you passed a 30 day time period indicating no warranty. In addition, we stand by the reputation we have developed over the last 40 years of our existence. That reputation is proven out by many different things including our involvement with the Revdex.com, and our lack of complaints to this bureau.
This whole situation developed very quickly and poorly from our perspective. This was the first time for the [redacted] to bring a vehicle into our shop. No relationship was developed, and they were not referred by another individual who could vouch for our honesty and integrity. To that end, we will refund the full amount of your repair bill provided we can reinstall your old compressor, or we will install the High Pressure Switch at our cost.
Respectfully,
[redacted], Owner

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