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Pinnacle Books, Dept. 17-508

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Pinnacle Books, Dept. 17-508 Reviews (1)

Initial issue:
When the customer brought his vehicle in, he complained of no heatThough he said the coolant was full, it was a gallon lowWe filled it up and bled it outHe put a pressure tester on it for approxmin but didn't see an leaks on the groundPut the vehicle on the hoist to do
the oil change, and was able to see the coolant on the water pumpCalled and left message for customer
What happened from the beginning:
When my technician drove the vehicle inside initially, he noticed that the brake pedal was softHe told me this right awayAfter we inspected the truck for the heating issue, I called the customer and left a message for him to call meHe and I played phone tag and by the time I finally spoke to him, I told him about the coolant leak but I completely forgot to ask him about his brake pedalWe inspected the truck during the oil change and specifically looked for any signs of brake fluid loss since the pedal was softThe fluid was a little low so we topped it off, but saw no leaksA technician test drove the vehicle after the job was completely done to make sure we didn't have any more air in the cooling system He parked it outside when he was doneThe brake light nor the ABS light were on when it was parked
I called the customer and let them know it was done(this was a Wednesday)
They didn't pick it up till late Thursday night
When I arrived to work Friday morning, Gary was on the phone with customers wifeGary did not work on the vehicle nor have anything to do with the customer until that time so he didn't know what had transpired when it was here other than we did a water pump and oil changeMy tech who had worked on it told Gary that he told me about the brakes being soft and my tech thought I had told the customerI had forgotten to say something to them when we spokeGary was trying to explain to the customer that my tech said the pedal was soft initially but the customer kept saying they never told us that, which they didn'tI tried to explain to the woman that the tech said he told me, and gary misunderstood how it was said and thought the customer told the tech
I had been late to work Friday morning due to a doctors apt ( I had a bad virus that turned into a sinus infection ) so I was not here when the call initially came in and so someone who had nothing to do with the vehicle was talking to the customers wife
When I spoke to her, she said that the brake pedal went to the floor and the brake light and ABS light came on while driving homeI asked her why she didn't just turn around and she said she thought it would be better to take it home
I asked her to bring it in so we could look at itShe said she didn't feel safe driving it and didn't have towing on her insuranceI offered to bring my technician out and we would look at it free of chargeShe said it needed towed and she didn't want it looked at unless we were willing to admit we sabotaged itI told her my technicians would not sabotage a vehicleI offered again to look at it FOR FREEShe said the only way it was leaving her house is if it were towed and we pay for everything because she felt we damaged itShe asked how the brake pedal could have gone to the floor when she drove it but didn't when we didI told her there was a high probability that it blew a brake lineShe asked how it could have and I explained that the lines are rusty and that can happenI explained that you can never predict when rust will break thruWe did not see the leak when it was up in the air otherwise I would have tried to sell them the repair
She asked why I didn't tell her about the brake pedalI apologized because I forgot to tell themI had been very sick all week and forgot to ask them about itI figured seeing as he drove it to me, that he knew the pedal was softI take full blame for forgetting to mention the issue to the customerAfter I said they drove it in so I thought they knew about it, she said it had been towed inI thought that was strange because there was no reason for it to have been towed (they didn't know there was a leak in the cooling system nor did they say it overheated so why tow it?)She asked if she didn't have a soft pedal the last time she drove it, but it did when we first drove it, how did that happenI told her on a rare occasion, any jarring of a vehicle could take rust that is already rusting thru and loosen it more (if it were a rusted line that broke), and she said the tow driver wouldn't have sabotaged it because "hes professional" and I told her we wouldn't have eitherShe kept saying "we've never had a problem with our brakes the whole time we've owned it so you must have damaged it." She just kept saying we had to have sabotaged it and I did get defensive because I know we never would have done thatShe just wanted to argue and have me admit fault without looking at itI told her more than once, if it was anything that we did, we would fix it for freeShe was not willing to let us look at it without admitting we damaged it on purpose and I was not willing to do thatI have always and will always go above and beyond for a customer because this is my familys business, and I was it to succeedI did everything I could do to resolve this, but the lady just wanted to argue with me so I told her I was done arguing
1) yes, I admit I forgot to mention the brake pedal softness when I spoke to the husband
2) yes, my technician did leave a cap sitting on top of something in the engine compartment that he forgot to throw away after he topped off fluid
3) I did not blame anyone nor give excuses for the brake pedal issue- I admitted I forgot to discuss it with them and apologizedShe just wanted to argue and claim we damaged it on purpose and would not listenI offered over and over to look at it for free and fix it if it were something we did wrong, and she was not willing to let us do that unless we said it would be free without looking at it
4) she said the line that blew wasn't rusted, but I know it wasI looked at them personallyIn Indiana and other places where we get snow, there is a chemical we put on the roads for ice and that chemical will rust brake lines very quickly unless a vehicle is undercoated or the lines are a special coated kindThe rust doesn't become "cancerous" for a good 10+ years or so, but the rust is thereAll vehicles in our area have this happen (unless you constantly wash them)

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