Performance Automotive LLC

This has been Resolved

1.  The individual claims that the final bill exceeded the initial estimate and that is correct.  However, their claim that the additional amount was not authorized is false.  The individual was given an estimate for replacing the intake manifold gasket on his vehicle for $555. ...

This estimate included the intake manifold gasket/plenum repair kit and labor to install it.  During the course of the work the following issues were identified:  the drive belt tensioner was seized, the water pump outlet tube was very corroded and weak, the heater bypass hose was cracked, and the thermostat needed to be replaced.  These issues were communicated to the individual as they were discovered and he consented to the repairs.        The individual also requested that we diagnose a key off battery draw that was causing the battery to go dead when the vehicle was not being used.  This was not included in the original estimate and resulted in additional labor on the final bill.  That combined with the added authorized work accounts for the difference between the estimate and the final bill.2.  The individual also claims that he was charged for a part that was not replaced, specifically a water outlet.  That is also incorrect.   I believe the customer may be confusing the water pump outlet, which was replaced, with the thermostat housing/outlet, which was not replaced and was not replaced and for which he was not charged.3.  The vehicle did come back to address the individuals complaint that heat was not working.  When the tech looked into it the temperature of the air coming out of the vents was within the range of normal and the customer was advised of this, he was also not charged anything for us checking this.  I would also like to note that the individual also complained of a misfire issue and requested that we diagnose that issue.  The tech working on the vehicle spent approximately 3-4 hours on this issue and determined that the misfire was caused by a faulty distributor cap and rotor that the customer had purchased and installed on their own.  Because he was a repeat customer he was only billed for 1/2 hour to complete this work.     The individual called me at our location on 1/16/17 to voice his concerns.  Unfortunately the conversation was not productive as he very quickly became verbally abusive, using quite a lot of profanity .  While I am an adult and can deal with being sworn at, it does make it difficult to find common ground in a conversation.  During that conversation the customer told me that he had already had someone else work on the vehicle and fix the heating issue.  While I certainly do sympathize with the fact that he was still having an issue with the heat, I would like to note that at no time after that previous service appointment, which was on 12/16/16, did he communicate with me that there was still an issue or attempt to make an appointment to give us an opportunity to resolve it.  If he had done that we would have gone out of our way to get the issue resolved to his satisfaction.  Please let me know if anything needs further clarification or if you need anything additional.Thank you,Jeff [redacted]