Good Afternoon [redacted],Mrs. [redacted] came in to Lou's Car Care on 8/10/2017 with a complaint of a of a ticking/clicking noise from under the engine bay while driving and at idle as stated in the complaint. We confirmed the noise very easily being that this noise was so loud you could...
hear it from outside our building. I remember it vividly because the sheer sound got my attention in my office. It was very obvious to the technician that the A/C Compressor was the culprit of the noise upon inspection and we made the necessary repair at that time per her approval. Also, during that visit [redacted] requested a C Maintenance which is a full synthetic oil change. We performed a vehicle courtesy inspection at that time as well and found that the listed maintenance items on the attached invoice along with an oil pan was needed and approved by [redacted]. Furthermore, the condition of the oil that came out of the vehicle was extremely poor due to lack of proper interval oil changes and we recommended a BG Maximum Engine Performance service which includes an engine cleaner and BG 44k fuel additive. [redacted] states that all this other work was not authorized and that she was only aware of these repairs when she picked up the vehicle is absolutely not true. We never perform work on a customer vehicle until an estimate is prepared and reviewed with the customer and then approved by the customer. I take tremendous pride in the integrity of my business and take pride that when a customer arrives to pick up their vehicle they know to the penny what the cost of thier repair is. There are never surprises at my shop. As a 10 time winner of [redacted] Top Shop Award and with over 1000 5 -Star reviews our reputation for customer service and integrity has been well documented with these accolades. [redacted] brought her vehicle back in on 10/18/2017 where she had a "noise concern of a ticking/clicking noise sometimes as if something is dragging from the engine bay area while driving and sometimes at idle" (Attached Estimate Copy) At that time we found the alternator to be the cause of her concern and provided her an estimate at that time promptly. [redacted] has had her Mercedes at my shop for a total of four visits. Her first visit on May 6 2016 140,599 miles where quite a bit of maintenance items were performed including a BG 2 Part Throttle Body and Fuel Service was performed. More than 36,000 miles had passed from that fuel service and I find it very hard to believe that any damage was caused from that service. I look forward to speaking with you on this matter as we move forward in this process.Sincerely,[redacted]
Good Afternoon [redacted],Mrs. [redacted] came in to Lou's Car Care on 8/10/2017 with a complaint of a of a ticking/clicking noise from under the engine bay while driving and at idle as stated in the complaint. We confirmed the noise very easily being that this noise was so loud you could...
hear it from outside our building. I remember it vividly because the sheer sound got my attention in my office. It was very obvious to the technician that the A/C Compressor was the culprit of the noise upon inspection and we made the necessary repair at that time per her approval. Also, during that visit [redacted] requested a C Maintenance which is a full synthetic oil change. We performed a vehicle courtesy inspection at that time as well and found that the listed maintenance items on the attached invoice along with an oil pan was needed and approved by [redacted]. Furthermore, the condition of the oil that came out of the vehicle was extremely poor due to lack of proper interval oil changes and we recommended a BG Maximum Engine Performance service which includes an engine cleaner and BG 44k fuel additive. [redacted] states that all this other work was not authorized and that she was only aware of these repairs when she picked up the vehicle is absolutely not true. We never perform work on a customer vehicle until an estimate is prepared and reviewed with the customer and then approved by the customer. I take tremendous pride in the integrity of my business and take pride that when a customer arrives to pick up their vehicle they know to the penny what the cost of thier repair is. There are never surprises at my shop. As a 10 time winner of [redacted] Top Shop Award and with over 1000 5 -Star reviews our reputation for customer service and integrity has been well documented with these accolades. [redacted] brought her vehicle back in on 10/18/2017 where she had a "noise concern of a ticking/clicking noise sometimes as if something is dragging from the engine bay area while driving and sometimes at idle" (Attached Estimate Copy) At that time we found the alternator to be the cause of her concern and provided her an estimate at that time promptly. [redacted] has had her Mercedes at my shop for a total of four visits. Her first visit on May 6 2016 140,599 miles where quite a bit of maintenance items were performed including a BG 2 Part Throttle Body and Fuel Service was performed. More than 36,000 miles had passed from that fuel service and I find it very hard to believe that any damage was caused from that service. I look forward to speaking with you on this matter as we move forward in this process.Sincerely,[redacted]