Luu Auto Repair [redacted] November 12, Revdex.com Corporate Office [redacted] Dear Revdex.com: ID [redacted] Thank you for your letter of November 07, from an unsatisfied customer [redacted] [redacted] had her vehicle; a Mercedes Ctowed to Luu Auto RepairThe vehicle arrived to the shop and was received in a non-running condition [redacted] stated that her vehicle's instrument panel had alerted her to the fact that the vehicle was running very hotLuu Auto Repair took on the task of diagnosing the vehicle's problem and provided [redacted] with a loaner vehicle free of charge on 09/09/while her vehicle was in the shop The initial diagnosis revealed that the vehicle's water cooler lines one of which was made of plastic and the other which is made of rubber were cracked which lead to the complete loss of engine coolant causing the vehicle to overheat and shut downThe quote given to [redacted] for the replacement of these two lines was $for parts and labor [redacted] agreed to these repairs After installation, the cooling system is able to maintain pressure leading to the discovery of engine coolant and engine oil mixingThe next diagnostic test revealed failure of the cylinder head gasket and that the cylinder head was warp due to extreme temperatures while driving the vehicle without engine coolantThis was concluded based on, Engine Compression Test: Low Compression & Engine Oil/Coolant has mixed together [redacted] 's repair quote was revisedLuu Auto Repair only charged [redacted] $for the cost of the two lines instead of the original quote of $for parts and laborThe new estimated repair cost of removing and installing a new cylinder head gasket and supporting components will be less than $2, [redacted] was notified on 09/10/that her cylinder head gasket and supporting components would need to be replacedShe was informed that these repairs were required as part of the repair process and that once installed may reveal if there are any other existing problems which could lead to additional repairs [redacted] agreed to revised quote and told Luu Auto Repair to proceed with the repairsThe estimated time frame for this repair job would be weeksLuu Auto Repair continues to provide [redacted] with a loaner vehicle during this time free of charge November 12, Page [redacted] was informed of the completion of the repair and picked up her vehicle on 09/22/paying a final total of $1,At this time, Luu Auto Repair made a recommendation to [redacted] that should have her engine oil and coolant system flushed/changed out within the next 1,miles in order to have a cleaner cooling system and fresh engine oil since it cannot be completely clean from one service [redacted] was able to drive the vehicle for the next few days until she noticed that the vehicle started to run hot [redacted] alerted Luu Auto Repair about this problem and asked if she should have the car towed in or if she could bring the car in herself to recheck what could have happenedAt that time she had questions of what could have happened and was informed that possibly a hose or a coolant related item could have gotten loose causing a drop in coolant level leading to overheating temperatures [redacted] decided to drive the vehicle into the shop the next dayShe left the vehicle for further diagnosis and again was provided a loaner car free of charge on 09/27/ Further diagnosis and testing found that the engine coolant and oil had mixed together againA second engine compression test yield compression, explaining why [redacted] was able to drive the vehicle back to the shop At this time Luu Auto Repair concluded that either the cylinder head gasket was damaged upon installation or the cylinder head was crackedTo honor our workmanship and customer satisfaction, Luu Auto Repair took the cylinder head gasket job on a second time at no additional cost to [redacted] on 09/29/During the second repair, the cylinder head was disassembled and sent to a Machine Shop for a second serviceThe Machine Shop service includes: Pressure testing to check for cracks, cylinder head resurfacing and valve test/seatingThe Machine Shop contacted Luu Auto Repair with test results of the cylinder headThe Machine Shop concluded that there were no problems with the cylinder head and sent the cylinder head back to Luu Auto Repair for reassembly Two weeks later, at completion of reassembly and a tremendous amount of testing Luu Auto Repair still found that the engine oil and coolant were still mixing Luu Auto Repair concludes that the first cylinder head gasket service was repaired properly since [redacted] 's vehicle was towed to the shop and received in a non-running condition but then was able to be driven out of the shop by [redacted] The second cylinder head gasket job was conducted to rule out technician error and or machine shop error from the first cylinder head gasket replacementThe vehicle responded exactly the same after the second head gasket replacementNeither technician nor Machine Shop was at fault which enabled Luu Auto Repair to determine that the engine block cooling chamber/oil chamber has a crack that is not visible since it is an internal part of the engineWithout first replacing the cooling lines and cylinder head gasket Lai Auto Repair would not have been able to diagnose the crack in the November 12, Page cylinder blockFor extreme overheating conditions the common cylinder head gasket service did not fix the engine oil/coolant mix, but it did fix the issue of the vehicle not running (now running)When dealing with a cylinder block crack, the next step is to replace the engine assembly [redacted] was informed about the crack in the cylinder block and it was explained to her that Luu Auto Repair could not repair the crack in the engine blockThe only way to fix this problem is to replace the engine assemblyA sub estimate of $3,was provided on 10/10/for replacing the engine assembly but [redacted] declined stating that she was not financially ready at the time and wanted the vehicle towedThe vehicle was towed from the shop on 10/13/ Luu Auto Repair strives to be an honest and reliable automotive repair shopAs a show of our commitment to honesty and integrity Luu Auto Repair refunded $of labor costs to [redacted] The costs of parts were not refunded since they have been installed into [redacted] 's vehicle Provided in the next few pages are the Invoice for Repairs and Refund Thank you again for bringing this matter to our attention Sincerely, [redacted] *** [redacted]
Luu Auto Repair [redacted]
[redacted]
November 12, 2014
Revdex.com Corporate Office [redacted]
[redacted]
Dear Revdex.com: ID [redacted]
Thank you for your letter of November 07, 2014 from an unsatisfied customer [redacted].
[redacted] had her vehicle; a 2004 Mercedes...
C230 towed to Luu Auto Repair. The vehicle arrived to the shop and was received in a non-running condition [redacted] stated that her vehicle's instrument panel had alerted her to the fact that the vehicle was running very hot. Luu Auto Repair took on the task of diagnosing the vehicle's problem and provided [redacted] with a loaner vehicle free of charge on 09/09/2014 while her vehicle was in the shop.
The initial diagnosis revealed that the vehicle's water cooler lines one of which was made of plastic and the other which is made of rubber were cracked which lead to the complete loss of engine coolant causing the vehicle to overheat and shut down. The quote given to [redacted] for the replacement of these two lines was $375 for parts and labor. [redacted] agreed to these repairs.
After installation, the cooling system is able to maintain pressure leading to the discovery of engine coolant and engine oil mixing. The next diagnostic test revealed failure of the cylinder head gasket and that the cylinder head was warp due to extreme temperatures while driving the vehicle without engine coolant. This was concluded based on, Engine Compression Test: Low Compression & Engine Oil/Coolant has mixed together.
[redacted]'s repair quote was revised. Luu Auto Repair only charged [redacted] $100.45 for the cost of the two lines instead of the original quote of $375 for parts and labor. The new estimated repair cost of removing and installing a new cylinder head gasket and supporting components will be less than $2,000. [redacted] was notified on 09/10/2014 that her cylinder head gasket and supporting components would need to be replaced. She was informed that these repairs were required as part of the repair process and that once installed may reveal if there are any other existing problems which could lead to additional repairs. [redacted] agreed to revised quote and told Luu Auto Repair to proceed with the repairs. The estimated time frame for this repair job would be 2 weeks. Luu Auto Repair continues to provide [redacted] with a loaner vehicle during this time free of charge.
November 12, 2014
Page 2
[redacted] was informed of the completion of the repair and picked up her vehicle on 09/22/14 paying a final total of $1,920. At this time, Luu Auto Repair made a recommendation to [redacted] that should have her engine oil and coolant system flushed/changed out within the next 1,000 miles in order to have a cleaner cooling system and fresh engine oil since it cannot be completely clean from one service.
[redacted] was able to drive the vehicle for the next few days until she noticed that the vehicle started to run hot. [redacted] alerted Luu Auto Repair about this problem and asked if she should have the car towed in or if she could bring the car in herself to recheck what could have happened. At that time she had questions of what could have happened and was informed that possibly a hose or a coolant related item could have gotten loose causing a drop in coolant level leading to overheating temperatures. [redacted] decided to drive the vehicle into the shop the next day. She left the vehicle for further diagnosis and again was provided a loaner car free of charge on 09/27/2014.
Further diagnosis and testing found that the engine coolant and oil had mixed together again. A second engine compression test yield normal compression, explaining why [redacted] was able to drive the vehicle back to the shop.
At this time Luu Auto Repair concluded that either the cylinder head gasket was damaged upon installation or the cylinder head was cracked. To honor our workmanship and customer satisfaction, Luu Auto Repair took the cylinder head gasket job on a second time at no additional cost to [redacted] on 09/29/14. During the second repair, the cylinder head was disassembled and sent to a Machine Shop for a second service. The Machine Shop service includes: Pressure testing to check for cracks, cylinder head resurfacing and valve test/seating. The Machine Shop contacted Luu Auto Repair with test results of the cylinder head. The Machine Shop concluded that there were no problems with the cylinder head and sent the cylinder head back to Luu Auto Repair for reassembly
Two weeks later, at completion of reassembly and a tremendous amount of testing Luu Auto Repair still found that the engine oil and coolant were still mixing.
Luu Auto Repair concludes that the first cylinder head gasket service was repaired properly since [redacted]'s vehicle was towed to the shop and received in a non-running condition but then was able to be driven out of the shop by [redacted]. The second cylinder head gasket job was conducted to rule out technician error and or machine shop error from the first cylinder head gasket replacement. The vehicle responded exactly the same after the second head gasket replacement. Neither technician nor Machine Shop was at fault which enabled Luu Auto Repair to determine that the engine block cooling chamber/oil chamber has a crack that is not visible since it is an internal part of the engine. Without first replacing the cooling lines and cylinder head gasket Lai Auto Repair would not have been able to diagnose the crack in the
November 12,2014
Page 3
cylinder block. For extreme overheating conditions the common cylinder head gasket service did not fix the engine oil/coolant mix, but it did fix the issue of the vehicle not running (now running). When dealing with a cylinder block crack, the next step is to replace the engine assembly.
[redacted] was informed about the crack in the cylinder block and it was explained to her that Luu Auto Repair could not repair the crack in the engine block. The only way to fix this problem is to replace the engine assembly. A sub estimate of $3,335 was provided on 10/10/2014 for replacing the engine assembly but [redacted] declined stating that she was not financially ready at the time and wanted the vehicle towed. The vehicle was towed from the shop on 10/13/2014
Luu Auto Repair strives to be an honest and reliable automotive repair shop. As a show of our commitment to honesty and integrity Luu Auto Repair refunded $724.00 of labor costs to [redacted]. The costs of parts were not refunded since they have been installed into [redacted]'s vehicle.
Provided in the next few pages are the Invoice for Repairs and Refund.
Thank you again for bringing this matter to our attention.
Sincerely,
Luu Auto Repair [redacted] November 12, Revdex.com Corporate Office [redacted] Dear Revdex.com: ID [redacted] Thank you for your letter of November 07, from an unsatisfied customer [redacted] [redacted] had her vehicle; a Mercedes Ctowed to Luu Auto RepairThe vehicle arrived to the shop and was received in a non-running condition [redacted] stated that her vehicle's instrument panel had alerted her to the fact that the vehicle was running very hotLuu Auto Repair took on the task of diagnosing the vehicle's problem and provided [redacted] with a loaner vehicle free of charge on 09/09/while her vehicle was in the shop The initial diagnosis revealed that the vehicle's water cooler lines one of which was made of plastic and the other which is made of rubber were cracked which lead to the complete loss of engine coolant causing the vehicle to overheat and shut downThe quote given to [redacted] for the replacement of these two lines was $for parts and labor [redacted] agreed to these repairs After installation, the cooling system is able to maintain pressure leading to the discovery of engine coolant and engine oil mixingThe next diagnostic test revealed failure of the cylinder head gasket and that the cylinder head was warp due to extreme temperatures while driving the vehicle without engine coolantThis was concluded based on, Engine Compression Test: Low Compression & Engine Oil/Coolant has mixed together [redacted] 's repair quote was revisedLuu Auto Repair only charged [redacted] $for the cost of the two lines instead of the original quote of $for parts and laborThe new estimated repair cost of removing and installing a new cylinder head gasket and supporting components will be less than $2, [redacted] was notified on 09/10/that her cylinder head gasket and supporting components would need to be replacedShe was informed that these repairs were required as part of the repair process and that once installed may reveal if there are any other existing problems which could lead to additional repairs [redacted] agreed to revised quote and told Luu Auto Repair to proceed with the repairsThe estimated time frame for this repair job would be weeksLuu Auto Repair continues to provide [redacted] with a loaner vehicle during this time free of charge November 12, Page [redacted] was informed of the completion of the repair and picked up her vehicle on 09/22/paying a final total of $1,At this time, Luu Auto Repair made a recommendation to [redacted] that should have her engine oil and coolant system flushed/changed out within the next 1,miles in order to have a cleaner cooling system and fresh engine oil since it cannot be completely clean from one service [redacted] was able to drive the vehicle for the next few days until she noticed that the vehicle started to run hot [redacted] alerted Luu Auto Repair about this problem and asked if she should have the car towed in or if she could bring the car in herself to recheck what could have happenedAt that time she had questions of what could have happened and was informed that possibly a hose or a coolant related item could have gotten loose causing a drop in coolant level leading to overheating temperatures [redacted] decided to drive the vehicle into the shop the next dayShe left the vehicle for further diagnosis and again was provided a loaner car free of charge on 09/27/ Further diagnosis and testing found that the engine coolant and oil had mixed together againA second engine compression test yield compression, explaining why [redacted] was able to drive the vehicle back to the shop At this time Luu Auto Repair concluded that either the cylinder head gasket was damaged upon installation or the cylinder head was crackedTo honor our workmanship and customer satisfaction, Luu Auto Repair took the cylinder head gasket job on a second time at no additional cost to [redacted] on 09/29/During the second repair, the cylinder head was disassembled and sent to a Machine Shop for a second serviceThe Machine Shop service includes: Pressure testing to check for cracks, cylinder head resurfacing and valve test/seatingThe Machine Shop contacted Luu Auto Repair with test results of the cylinder headThe Machine Shop concluded that there were no problems with the cylinder head and sent the cylinder head back to Luu Auto Repair for reassembly Two weeks later, at completion of reassembly and a tremendous amount of testing Luu Auto Repair still found that the engine oil and coolant were still mixing Luu Auto Repair concludes that the first cylinder head gasket service was repaired properly since [redacted] 's vehicle was towed to the shop and received in a non-running condition but then was able to be driven out of the shop by [redacted] The second cylinder head gasket job was conducted to rule out technician error and or machine shop error from the first cylinder head gasket replacementThe vehicle responded exactly the same after the second head gasket replacementNeither technician nor Machine Shop was at fault which enabled Luu Auto Repair to determine that the engine block cooling chamber/oil chamber has a crack that is not visible since it is an internal part of the engineWithout first replacing the cooling lines and cylinder head gasket Lai Auto Repair would not have been able to diagnose the crack in the November 12, Page cylinder blockFor extreme overheating conditions the common cylinder head gasket service did not fix the engine oil/coolant mix, but it did fix the issue of the vehicle not running (now running)When dealing with a cylinder block crack, the next step is to replace the engine assembly [redacted] was informed about the crack in the cylinder block and it was explained to her that Luu Auto Repair could not repair the crack in the engine blockThe only way to fix this problem is to replace the engine assemblyA sub estimate of $3,was provided on 10/10/for replacing the engine assembly but [redacted] declined stating that she was not financially ready at the time and wanted the vehicle towedThe vehicle was towed from the shop on 10/13/ Luu Auto Repair strives to be an honest and reliable automotive repair shopAs a show of our commitment to honesty and integrity Luu Auto Repair refunded $of labor costs to [redacted] The costs of parts were not refunded since they have been installed into [redacted] 's vehicle Provided in the next few pages are the Invoice for Repairs and Refund Thank you again for bringing this matter to our attention Sincerely, [redacted] *** [redacted]
Luu Auto Repair [redacted]
[redacted]
November 12, 2014
Revdex.com Corporate Office [redacted]
[redacted]
Dear Revdex.com: ID [redacted]
Thank you for your letter of November 07, 2014 from an unsatisfied customer [redacted].
[redacted] had her vehicle; a 2004 Mercedes...
C230 towed to Luu Auto Repair. The vehicle arrived to the shop and was received in a non-running condition [redacted] stated that her vehicle's instrument panel had alerted her to the fact that the vehicle was running very hot. Luu Auto Repair took on the task of diagnosing the vehicle's problem and provided [redacted] with a loaner vehicle free of charge on 09/09/2014 while her vehicle was in the shop.
The initial diagnosis revealed that the vehicle's water cooler lines one of which was made of plastic and the other which is made of rubber were cracked which lead to the complete loss of engine coolant causing the vehicle to overheat and shut down. The quote given to [redacted] for the replacement of these two lines was $375 for parts and labor. [redacted] agreed to these repairs.
After installation, the cooling system is able to maintain pressure leading to the discovery of engine coolant and engine oil mixing. The next diagnostic test revealed failure of the cylinder head gasket and that the cylinder head was warp due to extreme temperatures while driving the vehicle without engine coolant. This was concluded based on, Engine Compression Test: Low Compression & Engine Oil/Coolant has mixed together.
[redacted]'s repair quote was revised. Luu Auto Repair only charged [redacted] $100.45 for the cost of the two lines instead of the original quote of $375 for parts and labor. The new estimated repair cost of removing and installing a new cylinder head gasket and supporting components will be less than $2,000. [redacted] was notified on 09/10/2014 that her cylinder head gasket and supporting components would need to be replaced. She was informed that these repairs were required as part of the repair process and that once installed may reveal if there are any other existing problems which could lead to additional repairs. [redacted] agreed to revised quote and told Luu Auto Repair to proceed with the repairs. The estimated time frame for this repair job would be 2 weeks. Luu Auto Repair continues to provide [redacted] with a loaner vehicle during this time free of charge.
November 12, 2014
Page 2
[redacted] was informed of the completion of the repair and picked up her vehicle on 09/22/14 paying a final total of $1,920. At this time, Luu Auto Repair made a recommendation to [redacted] that should have her engine oil and coolant system flushed/changed out within the next 1,000 miles in order to have a cleaner cooling system and fresh engine oil since it cannot be completely clean from one service.
[redacted] was able to drive the vehicle for the next few days until she noticed that the vehicle started to run hot. [redacted] alerted Luu Auto Repair about this problem and asked if she should have the car towed in or if she could bring the car in herself to recheck what could have happened. At that time she had questions of what could have happened and was informed that possibly a hose or a coolant related item could have gotten loose causing a drop in coolant level leading to overheating temperatures. [redacted] decided to drive the vehicle into the shop the next day. She left the vehicle for further diagnosis and again was provided a loaner car free of charge on 09/27/2014.
Further diagnosis and testing found that the engine coolant and oil had mixed together again. A second engine compression test yield normal compression, explaining why [redacted] was able to drive the vehicle back to the shop.
At this time Luu Auto Repair concluded that either the cylinder head gasket was damaged upon installation or the cylinder head was cracked. To honor our workmanship and customer satisfaction, Luu Auto Repair took the cylinder head gasket job on a second time at no additional cost to [redacted] on 09/29/14. During the second repair, the cylinder head was disassembled and sent to a Machine Shop for a second service. The Machine Shop service includes: Pressure testing to check for cracks, cylinder head resurfacing and valve test/seating. The Machine Shop contacted Luu Auto Repair with test results of the cylinder head. The Machine Shop concluded that there were no problems with the cylinder head and sent the cylinder head back to Luu Auto Repair for reassembly
Two weeks later, at completion of reassembly and a tremendous amount of testing Luu Auto Repair still found that the engine oil and coolant were still mixing.
Luu Auto Repair concludes that the first cylinder head gasket service was repaired properly since [redacted]'s vehicle was towed to the shop and received in a non-running condition but then was able to be driven out of the shop by [redacted]. The second cylinder head gasket job was conducted to rule out technician error and or machine shop error from the first cylinder head gasket replacement. The vehicle responded exactly the same after the second head gasket replacement. Neither technician nor Machine Shop was at fault which enabled Luu Auto Repair to determine that the engine block cooling chamber/oil chamber has a crack that is not visible since it is an internal part of the engine. Without first replacing the cooling lines and cylinder head gasket Lai Auto Repair would not have been able to diagnose the crack in the
November 12,2014
Page 3
cylinder block. For extreme overheating conditions the common cylinder head gasket service did not fix the engine oil/coolant mix, but it did fix the issue of the vehicle not running (now running). When dealing with a cylinder block crack, the next step is to replace the engine assembly.
[redacted] was informed about the crack in the cylinder block and it was explained to her that Luu Auto Repair could not repair the crack in the engine block. The only way to fix this problem is to replace the engine assembly. A sub estimate of $3,335 was provided on 10/10/2014 for replacing the engine assembly but [redacted] declined stating that she was not financially ready at the time and wanted the vehicle towed. The vehicle was towed from the shop on 10/13/2014
Luu Auto Repair strives to be an honest and reliable automotive repair shop. As a show of our commitment to honesty and integrity Luu Auto Repair refunded $724.00 of labor costs to [redacted]. The costs of parts were not refunded since they have been installed into [redacted]'s vehicle.
Provided in the next few pages are the Invoice for Repairs and Refund.
Thank you again for bringing this matter to our attention.
Sincerely,
[redacted]