Potranco Automotive Inc

Complaint: ***
I am rejecting this response because: the business should of told me prior to that it may be the engineI understand the water pump but at no time did the company say it may be the engineTheir exact words from *** was this is whats wrong and the price is When you are not sure whats aronglet the customer know prior to running up the tab to Seems like they are heartless about customer service and the customer service rep at the front desk last and unforgettable words to me was there is nothing you can do.
Regards,
*** ***

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meFurthermore, I want to note that the owner immediately contacted me to get to the bottom of the issueHe handled the issue very professionally and I appreciate it deeply Your response reflects the good reviews your business has and I apologize for any lost business because of this
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and would like to cancel my complaint all together. Sorry for the inconvenience. 
Regards,
[redacted]

The customer has been contacted and satisfied.

In response to the complaint filed here, I would like to start off by saying we as a repair facility strive to educate our customers before, during, and after a repair. Complaints like these I believe stem from a lack of understanding. Sometimes when diagnosis are performed there are situations...

where a problem may exist, but will not be seen until a repair is made.  In this particular case the vehicle was towed to us by the customer, because it could not be driven. The customer complained about a very loud engine noise, overheating, and loss of coolant. The customer stated that the engine would not hold coolant. The coolant would run out as fast as they could put it in. When we started the engine we also found the engine noise, which was very loud and had to shut the vehicle down instantly. After determining the water pump was the noise we had to recommend the replacement of the pump FIRST. It was impossible to run the engine with the broken water pump. After the repair of the water pump (which was in fact broken in two) we finally were able to run the engine. It was during our test drive when the oil light of the engine came on, once the engine reached operating temperature. In fact we drove the vehicle several miles before the engine issue showed itself. It is not customary to end up with an engine oiling problem after a water pump failure otherwise we would have been the first to warn the customer of a potential issue before we began replacement of the pump. It is impossible to diagnose this type of problem without being able to run the engine. We are compassionate people and would strive to help our customer in any way possible to fix the vehicle in what ever route they would like to take, however we do regret to say that this situation was in no way a misdiagnosis on our part. We proceeded with this repair in the same manner any other competent repair facility would have .

In response to this complaint:  We reviewed the case and have determined that the issue here is a misunderstanding on what a diagnosis entails. We have spoken with the customer and the issue has been resolved. I am happy to say that all parties involved are completely satisfied.