Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I don't believe that this business operates in a reputable manner. I did not say that I don't think they had anything to do with the electrical issue. I didn't have that issue before I brought it to them and am concerned that they caused the problem. With respect to the water pump - I took the car to the Audi dealer. I would imagine that they are more familiar with the brand and as such know what they are talking about. This *** *** *** is ridiculous. Clearly this business does not have knowledgeable or competent mechanics nor an effective customer relations practice. In addition, this business clearly has no intention of righting its wrongs. While I do not accept their response, I do not want to hear from them again. I will share my experience with anyone considering them for service and will post the same in any forum where my dissatisfaction is able to be shared.
Regards,
*** ***
Hello, In regards to customer complaint #*** our response is as follows. We recommended that this customer contact you because I felt she was done listening to me explain the facts. Let's take the complaints in order of appearance.
Her reference to "the woman who was at the front was very offensive in her approach" I don't think was correct. As the owner, I have an office in the front and can hear every conversation that takes place. I was listening to this one as the gal in front is a newer employee and I did not find her speech offensive at all. The customer mentioned to me later that she didn't like the fact that someone else was taking care of her this time than last time. Perhaps that was her consternation. But to me *** seemed to talk well with this customer. The customers next complaint was that the estimate for the thermostat we gave her was too much as she "spent minutes and found that it would take 15-minutes to replace the thermostat". The problem with that is that the labor guide calls for around hours to do the job and we have done them before and that is a correct time as an entire front part of the car has to come off. Another problem with this is that the car exhibited a different problem than the thermostat which would make for an awfully expensive mis-diagnosis on her part. The water pump is the most likely culprit but a thermostat is in the same general area and it would be wise to do this also. The water pump impeller ("fan") is the part that fails causing the water not to circulate. The timing belt is recommended for the reason of mileage concerns and is no extra labor. Again, I noticed no "snide" remarks or exchanges by ***. When this discussion was finished with the lady and she left, *** was in tears and went to cry in the bathroom. She was so confused as to why because she didn't understand why the lady was nasty to her and why she complained to me about the ***.. On the matter of the temperature light coming on for us and the customer, our policy is to have the technician write down everything that he notices in conjunction with the complaint. In the body of the inspection sheet all issues are recorded at the time (and not later) of the inspection. Our tech recorded at this time that the temperature light came on right away for him. I offered the customer the opportunity to come and see the report that was written up before her complaint about the light. I didn't tell the customer that the light must not have come on for her as I don't know that. Besides, there's nothing we can do to make her temperature light to came on from overheating. Actually, the light SHOULD be coming on because coolant is not circulating in her system and she brought her car in thinking she needed a thermostat. On the timing of her car taking about a half hour to get it back to her she does leave out the fact that she showed up before we had a chance to call her about the car and put things back together so we had to scramble a bit to get it back to her. About the one-half hour part, might have been some miscommunication between our gal and the customer or our gal and the tech in the back, I just am not sure. But again, showed up before we were done with the car. Hopefully this helps to clear the matter up a bit. Please let us know if any documentation or more information is needed. Thank You*** ***
Hello,In response to the rejection;We mentioned to the customer at the outset that the labor of taking the front of the engine would have to be done to confirm our findings of a faulty water pump. We removed a coolant hose coming from the engine that should be squirting coolant out of it if the water pump was working properly. there was no spraying/circulation of coolant whatsoever. These cars have a regular pattern failure of broken plastic cooling fins as a defect from Volkswagen. We have found many of these cars to have this problem and this car exhibits the same behavior, but would have to be verified by disassembly. Even if we took things apart and found them to be OK, the customer wouldn't be charged for that. We do feel strongly however that they are faulty. We never said the timing belt was bad or needed just that it is recommended to be replaced if the water pump was because that comes off anyway meaning the labor is free. Obviously the belt can stay on if it was just replaced recently or if the customer just doesn't want it replaced. We suspect if the heater core is replaced her problem of low heat will continue as we found only degrees going in and out of the heater core when we checked it, coming from low coolant circulation. Heater cores need about degrees to give out heat inside the cabin.The owner of the car now says that the light is being caused by an electrical issue that she thought we were the cause of it. I'm glad she no longer suspects us as the cause. We still suspect the light is coming on because of low circulation in the cooling system. Did I read that right that the owner says that bad thermostats can't cause overheating? Did the shop that diagnosed her heater core as failing tell her that? Who doesn't know that's incorrect? Thermostats can cause cars to over or underheat. Newer cars more the latter. And who ever said she had a bad one? That wouldn't be us. That was only recommended as a matter of money savings because we're in their already and temperature issues. About the year and a half ago the parts in question being replaced, is that we've had new water pumps from Volkswagen go bad three times in a row as they have been that problematic. She never told us that those parts were replaced already, but nevertheless we recommended them because of an apparent failure was observed. So the owner says the heater core is the issue with her low heat and that would cure her problem. If she would want a refund we would need the car back to verify her low heat problem was fixed and that her coolant circulation issue would need to be inspected.After just now having another consult with our technician who diagnosed this car, he said he just checked a similar Audi this morning, removing the same hose coming off her upper radiator hose and going to the overflow bottle and there was coolant spraying, equaling coolant circulation. When the owners car was in here as was stated 130 degrees on the in and out hose on the heater core hoses (too cool) and he just told me also at the upper and lower radiator hoses was the same (too cool) while the coolant temp in the engine was @ degrees (too hot) That's overheating in our book with coolant not circulating. We believe she will be disappointed in a heater core replacement. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I don't believe that this business operates in a reputable manner. I did not say that I don't think they had anything to do with the electrical issue. I didn't have that issue before I brought it to them and am concerned that they caused the problem. With respect to the water pump - I took the car to the Audi dealer. I would imagine that they are more familiar with the brand and as such know what they are talking about. This *** *** *** is ridiculous. Clearly this business does not have knowledgeable or competent mechanics nor an effective customer relations practice. In addition, this business clearly has no intention of righting its wrongs. While I do not accept their response, I do not want to hear from them again. I will share my experience with anyone considering them for service and will post the same in any forum where my dissatisfaction is able to be shared.
Regards,
*** ***
Hello, In regards to customer complaint #*** our response is as follows. We recommended that this customer contact you because I felt she was done listening to me explain the facts. Let's take the complaints in order of appearance.
Her reference to "the woman who was at the front was very offensive in her approach" I don't think was correct. As the owner, I have an office in the front and can hear every conversation that takes place. I was listening to this one as the gal in front is a newer employee and I did not find her speech offensive at all. The customer mentioned to me later that she didn't like the fact that someone else was taking care of her this time than last time. Perhaps that was her consternation. But to me *** seemed to talk well with this customer. The customers next complaint was that the estimate for the thermostat we gave her was too much as she "spent minutes and found that it would take 15-minutes to replace the thermostat". The problem with that is that the labor guide calls for around hours to do the job and we have done them before and that is a correct time as an entire front part of the car has to come off. Another problem with this is that the car exhibited a different problem than the thermostat which would make for an awfully expensive mis-diagnosis on her part. The water pump is the most likely culprit but a thermostat is in the same general area and it would be wise to do this also. The water pump impeller ("fan") is the part that fails causing the water not to circulate. The timing belt is recommended for the reason of mileage concerns and is no extra labor. Again, I noticed no "snide" remarks or exchanges by ***. When this discussion was finished with the lady and she left, *** was in tears and went to cry in the bathroom. She was so confused as to why because she didn't understand why the lady was nasty to her and why she complained to me about the ***.. On the matter of the temperature light coming on for us and the customer, our policy is to have the technician write down everything that he notices in conjunction with the complaint. In the body of the inspection sheet all issues are recorded at the time (and not later) of the inspection. Our tech recorded at this time that the temperature light came on right away for him. I offered the customer the opportunity to come and see the report that was written up before her complaint about the light. I didn't tell the customer that the light must not have come on for her as I don't know that. Besides, there's nothing we can do to make her temperature light to came on from overheating. Actually, the light SHOULD be coming on because coolant is not circulating in her system and she brought her car in thinking she needed a thermostat. On the timing of her car taking about a half hour to get it back to her she does leave out the fact that she showed up before we had a chance to call her about the car and put things back together so we had to scramble a bit to get it back to her. About the one-half hour part, might have been some miscommunication between our gal and the customer or our gal and the tech in the back, I just am not sure. But again, showed up before we were done with the car. Hopefully this helps to clear the matter up a bit. Please let us know if any documentation or more information is needed. Thank You*** ***
Hello,In response to the rejection;We mentioned to the customer at the outset that the labor of taking the front of the engine would have to be done to confirm our findings of a faulty water pump. We removed a coolant hose coming from the engine that should be squirting coolant out of it if the water pump was working properly. there was no spraying/circulation of coolant whatsoever. These cars have a regular pattern failure of broken plastic cooling fins as a defect from Volkswagen. We have found many of these cars to have this problem and this car exhibits the same behavior, but would have to be verified by disassembly. Even if we took things apart and found them to be OK, the customer wouldn't be charged for that. We do feel strongly however that they are faulty. We never said the timing belt was bad or needed just that it is recommended to be replaced if the water pump was because that comes off anyway meaning the labor is free. Obviously the belt can stay on if it was just replaced recently or if the customer just doesn't want it replaced. We suspect if the heater core is replaced her problem of low heat will continue as we found only degrees going in and out of the heater core when we checked it, coming from low coolant circulation. Heater cores need about degrees to give out heat inside the cabin.The owner of the car now says that the light is being caused by an electrical issue that she thought we were the cause of it. I'm glad she no longer suspects us as the cause. We still suspect the light is coming on because of low circulation in the cooling system. Did I read that right that the owner says that bad thermostats can't cause overheating? Did the shop that diagnosed her heater core as failing tell her that? Who doesn't know that's incorrect? Thermostats can cause cars to over or underheat. Newer cars more the latter. And who ever said she had a bad one? That wouldn't be us. That was only recommended as a matter of money savings because we're in their already and temperature issues. About the year and a half ago the parts in question being replaced, is that we've had new water pumps from Volkswagen go bad three times in a row as they have been that problematic. She never told us that those parts were replaced already, but nevertheless we recommended them because of an apparent failure was observed. So the owner says the heater core is the issue with her low heat and that would cure her problem. If she would want a refund we would need the car back to verify her low heat problem was fixed and that her coolant circulation issue would need to be inspected.After just now having another consult with our technician who diagnosed this car, he said he just checked a similar Audi this morning, removing the same hose coming off her upper radiator hose and going to the overflow bottle and there was coolant spraying, equaling coolant circulation. When the owners car was in here as was stated 130 degrees on the in and out hose on the heater core hoses (too cool) and he just told me also at the upper and lower radiator hoses was the same (too cool) while the coolant temp in the engine was @ degrees (too hot) That's overheating in our book with coolant not circulating. We believe she will be disappointed in a heater core replacement. Thank you