Dear [redacted],
I am sorry for the delay in responding. Please find attached a document containing all contact and related invoices for the 2007 [redacted].
5/14 - Customer came into my shop requesting an oil change on his [redacted]. Work was performed and the customer rated service...
as 5 star on our feedback survey (first page of attachment). Mechanic noticed 30 day temporary tag in the window of the vehicle indicating a new purchase.
5/28 - Customer returned and complained of coolant leak, leak was found in the expansion tank (upper part of the radiator). Since it was known to be a recent purchase, I inquired whether the dealer would handle the repair. Customer had no immediate response from the dealer and authorized the repair. My mechanic installed a new expansion tank and vehicle was driven on 2 separate trips with no overheating. Customer returned for vehicle and stated the dealer would reimburse him for the repair.
5/29 - Customer returned and then stated the vehicle had overheated and that it had been happening off and on for a few weeks (this was the first mention of multiple occasions with an overheating issue). Mechanic performed electrical flowchart diagnostic (from computer to fan motor on coolant fan circuit), fan was not functioning. Diagnostics revealed computer was signaling demand for the fan to cycle and power was present at fan connector, but fan still did not function. Customer was told issue could be either the fan or electrical, customer authorized replacement of fan and an original equipment aftermarket fan was installed. Again vehicle was test driven for several drive cycles and fan was functioning property. Customer left vehicle for a few extra days while attempts were made to get dealer to cover repair costs.
On 6/3, customer came to pick up car, paid for the repair on a credit card and stated the vehicle purchase was a mistake and wanted the dealer to take the vehicle back.
On 6/4, the customer returned and stated the vehicle was overheating again. We had already discussed the possibility of wiring issues during the fan diagnostic and told him it was best to leave the vehicle and we would look further into an intermittent wiring issue. Customer stated he would drive the vehicle for the day and drop off that night, but continued drive the vehicle and never left with us for repair.
6/14 - Customer called and informed us the vehicle broke down while he was fishing, that the dealer had found a burnt wire and repaired it. He was told the fan previously installed by us was not a factory original [redacted] part and he wanted his fan reinstalled and a refund. Since our parts recycling is disposed of every few months, we still had the original part. We reinstalled that for him and refunded the cost of the aftermarket fan. Customer stated he was satisfied and picked up the vehicle.
In conclusion, please reference the attached signed repair documents that support the above response. Please note that we performed no wiring related repairs and that we did assist in providing the customer separate documentation to help him in attempts to recoup his repair costs from the dealer. While we do sympathize with the customer's frustration, it is quite evident that the dealer should have stood behind the sale of this car. Our choice in replacement aftermarket parts was to find a comparable fan at a more reasonable cost and certainly wasn't an attempt to mislead the customer, as evidenced by our immediate refund of the cost of the part and reinstall of his original fan.
As for the settlement request, the expansion tank did repair the coolant leak and is a common issue for foreign cars of this type. Requesting money for an oil change that he rated 5 stars, and requesting costs for wiring issues that appear to have been inherent in the vehicle at the time of the sale is not logical. We feel that we have already made every reasonable effort to satisfy the customer and decline to offer him any additional refunds or repairs for services we did not perform. If you have any further questions, please contact me at your convenience.
Sincerely,
Patrick Barratta
Owner, Pat's Automotive
Dear [redacted],
I am sorry for the delay in responding. Please find attached a document containing all contact and related invoices for the 2007 [redacted].
5/14 - Customer came into my shop requesting an oil change on his [redacted]. Work was performed and the customer rated service...
as 5 star on our feedback survey (first page of attachment). Mechanic noticed 30 day temporary tag in the window of the vehicle indicating a new purchase.
5/28 - Customer returned and complained of coolant leak, leak was found in the expansion tank (upper part of the radiator). Since it was known to be a recent purchase, I inquired whether the dealer would handle the repair. Customer had no immediate response from the dealer and authorized the repair. My mechanic installed a new expansion tank and vehicle was driven on 2 separate trips with no overheating. Customer returned for vehicle and stated the dealer would reimburse him for the repair.
5/29 - Customer returned and then stated the vehicle had overheated and that it had been happening off and on for a few weeks (this was the first mention of multiple occasions with an overheating issue). Mechanic performed electrical flowchart diagnostic (from computer to fan motor on coolant fan circuit), fan was not functioning. Diagnostics revealed computer was signaling demand for the fan to cycle and power was present at fan connector, but fan still did not function. Customer was told issue could be either the fan or electrical, customer authorized replacement of fan and an original equipment aftermarket fan was installed. Again vehicle was test driven for several drive cycles and fan was functioning property. Customer left vehicle for a few extra days while attempts were made to get dealer to cover repair costs.
On 6/3, customer came to pick up car, paid for the repair on a credit card and stated the vehicle purchase was a mistake and wanted the dealer to take the vehicle back.
On 6/4, the customer returned and stated the vehicle was overheating again. We had already discussed the possibility of wiring issues during the fan diagnostic and told him it was best to leave the vehicle and we would look further into an intermittent wiring issue. Customer stated he would drive the vehicle for the day and drop off that night, but continued drive the vehicle and never left with us for repair.
6/14 - Customer called and informed us the vehicle broke down while he was fishing, that the dealer had found a burnt wire and repaired it. He was told the fan previously installed by us was not a factory original [redacted] part and he wanted his fan reinstalled and a refund. Since our parts recycling is disposed of every few months, we still had the original part. We reinstalled that for him and refunded the cost of the aftermarket fan. Customer stated he was satisfied and picked up the vehicle.
In conclusion, please reference the attached signed repair documents that support the above response. Please note that we performed no wiring related repairs and that we did assist in providing the customer separate documentation to help him in attempts to recoup his repair costs from the dealer. While we do sympathize with the customer's frustration, it is quite evident that the dealer should have stood behind the sale of this car. Our choice in replacement aftermarket parts was to find a comparable fan at a more reasonable cost and certainly wasn't an attempt to mislead the customer, as evidenced by our immediate refund of the cost of the part and reinstall of his original fan.
As for the settlement request, the expansion tank did repair the coolant leak and is a common issue for foreign cars of this type. Requesting money for an oil change that he rated 5 stars, and requesting costs for wiring issues that appear to have been inherent in the vehicle at the time of the sale is not logical. We feel that we have already made every reasonable effort to satisfy the customer and decline to offer him any additional refunds or repairs for services we did not perform. If you have any further questions, please contact me at your convenience.
Sincerely,
Patrick Barratta
Owner, Pat's Automotive