Paul's Car Care, Inc.

Around 10am on Friday morning, June 20,2014, Mr*** *** arrived in our office looking for *** *** who had done work under the table for him in the past*** told him he was no longer here and asked if he could help*** stated that he had a coolant leak on his Chev pick up and ***
told him the leak was coming from a plug at the rear of the cylinger head and needed to get the truck up on a hoist to see betterMr*** attempted to contack *** by phone while sitting in our waiting area for half an hourWhen he was unable to do so he asked *** if he could check the leak*** said yes, he would pressure test the cooling system for $and show him what we findThe truck was brought in after paper work was completedOur tech, ***, who is ASE certified, checked the radiator and added 3/gallon of water to perform the pressure testTwo areas were showing signs of leakingFirst the upper radiator hose, which *** tightened.The tech then used a mirror and flashlight in an attempt to get a visual on the source of the water leak coming from behind the right cylinder headThere was no room to see so the truck was then raised up to inspectAt the back of the engine above the transmission there was evidence of a leakThe owner was there along with his son ans was asked if he could see where the leak was coming fromHe answered no*** explained we don't have xray eyes and suggested we remove the transmission to identify the leakMr*** said yes, go ahead*** told him it is a hour job and he said go ahead and pull it outThe customer was told the job would not be completed until Monday and at that time (around 11am) he left with his son.Later that afternoon approx 3-4pm after the transmission was out we had a view of the leakThe lower intake manifold at the rear corner is leaking*** took a photo so we could send it to Mr*** in the event he could not come in to seeHe declined on both offers*** asked him if someone had removed the lower intake manifold in the pastHe said yes, but wasn't sure who because a couple of mechanics had worked on the truck in the past*** suggested he may want to return to whoever did this work and see if they would rectify the problemHe also warned the customer of the possibility that the intake manifold may be pitted and also need repairBecause the truck arrived with only water and no antifreeze this is a possibility for causing rust and corrosionBecause *** was convinced there was a plug at the back of the cylinder head leaking, there could have been a head leaking or the engine blockThere was no way to see without pulling out the transmissionIn this phone call *** stated first, he was not paying to pull the transmission because he felt we misdiagnosedActually because the transmission was out we were able to source and diagnose the leakAlso there are no plugs on the rear of these headsThe $was for pressure test onlyThen we had to find the leakSecond, he asked for an estimate to repair the lower intake manifold leakBy then it was almost 5pm and *** said we would have to call MondayOn Monday June 23, *** called with an estimate and he said he wasn't going to repair the leak and wasn't paying to r & r the transmissionShe explained that he had authorized the work and *** expected to be paid for work performed as authorizedHe stated he wanted to speak with *** again and he returned his call*** told him the tech was putting the transmission back in and we needed exhaust gaskets to complete the install*** said we would call when it was readyOnce again *** suggested Mr*** return to the previous mechanicAlso *** asked if he was told the intake maniflold was pitted when it was previously removedMr*** said yes and *** told him if we had done the original job the pitted manifold would not have been reinstalled without repair and also told him this is why he is having to the same repairAlso water without antifreeze makes for more trouble/leaksAround 3pm, Mr*** showed up to get his truck*** presented him his *** which he promptly refused to pay and said once again to get *** in to speak with him*** spoke with *** and explained yet again the $was for pressure test onlyHe reminded *** he had authorized the removal of the transmission and was told it was a hour jobOur tech, *** was also called to the office and stated he also heard Mr*** authorize pulling the transmissionHe had predetermined based on ***'s words there was a plug leaking at the rear of the cylinder headWhen we tried to explain to him the diagnosis was wrong he just didn't want to hear itWe also offered to show him the photo again which he refusedAt this point he stated he would calll on you side and complain to the Revdex.comAlso he said he was calling the policeChandler police arrived and spoke with both partiesThey explained to the customer he had verbally authorized and signed to remove the transmission to locate the leakThey also reminded him no shop would perform this procedure for freeChandler police told *** and *** they see many people trying to get repairs for freeOne has to wonder if *** *** had still been here and *** had authorized us to r & r the transmission, would his reaction still be the same?!
***'s Car Care is not a fraudulent businessWe communicated every step of the way and showed the customer what was happening and presented suggestions for him to considerWe did what Mr*** authorized and believe we are entitled payment for work performedIt is unfortunate Mr*** didn't like the news we presented him, that a previous repair has to be redone

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am not pleased with the workPaul's Car care provided for my *** ***I went to *** (the dealership) the technician stated this yesterday when I talked to him "if your waterpump was put on correctly you wouldn't be having this problem right nowPaul's Car Care is fully responsible.
Regards,*** ***

***In response to your email, we maintain our position is we are not responsible for this failureAs stated before, the customer picked up the car and it was quiet and ran fineHe only allowed minimal repair of the water pump to repair the coolant leakHe drove it for three weeks and miles!! Then he came back with a noise in the engine area*** told him he probably needed to replace the timing tensioner because it was failing and causing the noiseHe stated he did not have the money and picked up the carHe drove it about miles and the next day he called stating the car quit runningHe did not have money and did not allow us to do any inspectionInstead he towed the car to the dealerOn his first complaint he stated the necessary estimate was $Now it has accelerated to over $4270.00!!! We question the dealer's statementIt is ***'s belief the work we performed was done properly and we are not responsibleThe customer decided not to do the recommended work due to lack of moneyThis is not our responsibilityThe work was done right, the car ran and was quiet and not leaking or overheating.Sincerely,*** ***Paul's Car Care Inc***

On 9/23/the customer had his charger towed to our shopHe stated that the car quit and was smokingIt had overheated and when it arrived we had to let the car cool downThe customer drove the car to the point that the engine stopped runningOn freeze frame the engine reached a
temperature of 258F, which is far above limitsIt also registered a code POHe should have paid attention to the service engine light coming on and the temp gaugeAfter cool down the engine startedWe filled the radiator with water to check for coolant leaksThe water was coming out of the water pump as fast as we could fill the radiatorTo start we recommended replace the water pump and thermostat because of overheatingThe customer stated he didn't have enough money to do bothHe decided to only have the water pump replacedWe advised him if the thermostat failed afterwards he would be faced with finding the funds to have it replacedHe accepted that and we proceded to replace the water pumpWe checked to see if there were other leaks, while using a Matco tool to pull a vaccum on the cooling systemI was concerned because of how hot the engine temp had reached (258F)No other leaks were detectedThe test passedAfter installing the water pump and timing chain which we put on the exact same way it came off, all the timing belts lined upThe engine was turned over revolutions and all the belts lined upCranked the engine over seconds and timing chains and tensioner worked normalThe vehicle will not run if the chain is on wrong. On completion the car started, ran and did not leak or overheat.Three weeks later on 10/15/(not 1week) the customer drove the car into the shop and stated there was a noise in the engine areaWhen asked when did it start he stated the day beforeHe had put on miles in three weeksThen he said it started to make noise a day or so after picking up the car the first time in SeptemberIf this were so, he should have returned much soonerThe facts actually show he drove three weeks and milesIf the chain was not installed correctly the car would not runWe told the customer it appears the timing chain tensioner is letting goThe noise was intermittent, coming and goingI agreed to change the oil and oil filter as the oil was dirty and the oil filter was heavy when removedIn consultation with the dealer they said these engines sludge up if oil changes are not done regularly which can cause the engine to failThe parts department also said they are known for tensioners and chains going badTwo local dealers stock these parts regularly and sell tensioners on average per yearWe also performed an oil pressure testWe provided an estimate for the tensioner replacement and he said he didn't have the money to do the repairHe decided to pick up the car and not do the recommended repair.Two days later he called and said the car quit and he had it towed to our shopIt appeared the tensioner had let go, causing the no startThe customer asked if the water pump repacement caused this and we explained to him it was unrelated and reminded him that he chose not to repair the tensioner because of no moneyHe didn't authorize us to inspect but instead had the car towed to the dealerWhen *** spoke with *** from *** ***, and explained the repair we performed, *** stated that it appeared we did the work properly and we knew what we were doingWe suggest that the customer do a *** search also to see the known problems with this noise and the tensioners*** also has stopped making the engine in They currently have a problem with the hemi snapping the timing chainsWe have done many repairs over the years on these engines and had no problemsIn summary, we repaired his coolant leak and resolved the overheating issue it originally came in forThe repair was done correctly or it would not have run for miles and three weeksThe vehicle had another part failure which is a new repairWe explained to him that he decided not to do the recommended repair work and unfortunate for him it was a bad choice

In response to your request for us to reconsider our position regarding this complaint, I would like to start by saying that first of all, I called *** and spoke with *** the service advisor on 11/24/I asked him if ** *** had spoken with the technician regarding his carHe told me no, he has not spoken with the techWith respect to his claim that the water pump was not installed properly, this is impossibleThere is only one way for it to be installedThe bolt patterns and two dowell pins are the only way it is installedIf it were not on properly, the car would not go back together, let alone run! I would like to repeat that originally the car was towed in, overheated and leaking coolantWe replaced the water pump as authorized by the customerWe also recommended the thermostat which he decided NOT to doEverything started and ran,no leaks, no overheating, no noiseAfter three weeks which the customer drove miles he came back to the shop with a concern of noise in the engine area which was intermittent*** told *** this was most likely the timing chain tensioner and that he should have it replacedOnce again he decided NOT to have the recommended repair doneInstead he picked up the car and after driving for a day and a distance of miles the car quit runningAt the time of the water pump installation the tensioner was working normally and quietIf there was a problem the car would have only gone the miles and quit, or maybe not even have started, NOT miles and three weeks! We maintain this is a failure which occured after the initial repair and is unrelatedMrBogan decided on two ocassions NOT to do the recommended repairs and consequently the car quit runningIf for a moment we thought it was related to our work, we would have taken care of itWe believe this is NOT due to our work and we should not be held responsibleThe customer stated he did not have the money to do the necessary workTherefore, our hands were tied