Pro Auto Care, Inc.

I looked into the problem and got a response from advisor which handled customerI've copy and pasted belowI'm sorry this was not answer the first time sentWe do good answering you all in a prompt mannerI'm available by phone at ###-###-####** ***, owner *** *** *** had his
vehicle towed to Pro Auto Care late afternoon 2/3/16, for vehicle leaking coolant, overheated, and battery light came on. Technician found that the serpentine belt was missing upon vehicles arrival. And the transmission cooler lines were leaking coolant. The technician found that the transmission cooler lines were previously repaired before (at unknown shop), and the proper clamps to hold the lines on the cooler were NOT used. The clamps that the other shop used caused the fittings for lines it warp/oblong, causing a leak. For the serpentine belt issueThe technician checked all the pulleys and tensioner to see if a a bearing had seized, causing belt to break, no issues were found. Technician did find that the front crank seal had a heavy leak. I (***) spoke with *** over the phone on 2/4/at 12:to inform him of the issues we found on his vehicle. I explained that the oil leak could of caused the belt to deteriorate and break, which he understood at the time. I also explained that the coolant hoses at the transmission cooler were leaking and needed to be replaced. The total for these two repairs came to $plus tax. *** asked if there was any way to warranty the belt, I told him I will contact the vendor we got the belt from and help out as much as we could. *** agreed to all repairs ($850). It was explained that the parts are going to take some time to get in (special order), and the vehicle may take a day or two to finish. I offered to help him with a loaner vehicle if the vehicle could not get done by the weekend. On 2/5/the technician started repairs as soon as parts were in. While fixing the leaking cooler hoses, the technician had to “round out” the fittings that the hoses attach to. The technician was successful in his attempt to fix the fittings. He replaced both transmission cooler hoses, and used the CORRECT fittings. No further coolant leaks after repair.After the technician replaced the front crank seal, and serpentine belt. The technician took vehicle for a test drive, and found that the serpentine belt tensioner would make excessive noise at higher RPM’s. This is a indicator that the bearing inside the pulley on the belt tensioner has gone bad. Which is creating excessive drag on the serpentine belt causing belt to fail. This is the reason that the serpentine belt failed in the first place (not bad parts/installation). In order to fix this issue, the serpentine belt tensioner needs to be replaced. I called *** to explain the situation to him, and what the plan was to fix his vehicle. I explained that we would take care of serpentine belt, and labor. He would need to pay for the part the serpentine tensioner, and labor(that we have never worked on before). The price still came out to the amount we agreed upon on 2/4/at 12:($850). *** had a change of heart, and went on to tell me that “he will not be paying for anything.” “All this work should be covered under warranty”. I tried to explain to *** that we are covering the belt that we recently replaced under warranty which is covering the $375. *** was very hostile and not happy with this answer. He went on saying that we installed a bad belt, and it caused all these issues. *** then threatened legal action and hung up the phone on meWe did no further work on the vehicle for the rest of the day, and did not hear back from *** on 2/5/16. On Monday 2/8/*** and his partner came to Pro Auto Care (unannounced) with a tow truck. They demanded his vehicle be given to him immediately, or they were going to call the cops. *** was told (by ***) that he needed to speak with the general manager (***). *** got hostile again, and threatened to call the cops again. *** took *** and his partner into his office to speak with them about the issues on his vehicle. *** told *** that we could not prove that he authorized the repairs on his vehicle, and he did not sign anything saying that we could make those repairs. *** explained that in the state of CO you do not need a written consent for repairs, and verbal consent is fine. There meeting ended with *** releasing the vehicle to *** at no charge. *** also told *** he needs to take his vehicle somewhere else for future repairs(I was not involved in this meeting, so I do not know all the details) At the end we gave him all repairs for freeThe leak from hoses was on top of transmission for cooler line and were no where near broken beltWe fixed for free what we didn't even worked on. *** ***

Initial Business Response /* (1000, 12, 2015/10/07) */
*** *** brought his vehicle to us on 1/31/to have inspected for repairs and maintenance neededThe technician which is a friend of *** ***'s family checked the vehicle overThe vehicle needed a lot of work due to the lack of
maintenance and repairsThe technician and I both told *** *** that the vehicle would need well over and recommended that he use the money to buy a newer vehicle*** *** had to think about it and he decided to proceed with some of the repairsThe technician and I both asked the question if he was sure he wanted to spend the money on this vehicle, *** *** said yesWe did not start work on the vehicle until the end of February due to *** *** having to wait for some money to pay for the repairsWe finished the vehicle on May 3rd, Due to *** *** not having enough money to fix the entire vehicleOur technician helped him out by not charging full labor on most repairs and we also gave him other discounts to bring the cost of his bill down*** *** picked up his vehicle on 3/3/On 7/31/*** *** called stating that his vehicle over heated while driving in the mountains
He stated that he had to drive the vehicle while hot about 1/a mile to the nearest shopHe was told that the upper radiator hose blew off and teh shop replaced the hose*** *** then stated he drove the vehicle again and it started over heating again and just had the vehicle towed to our shopOur technician performed a diagnosis and an engine compression testThe technician checked the computer for codes from the computerThere were no currant codes stored in the computerThe technician did find that the #cylinder had a misfireThe technician performed a compression test and the readings are as follows:
#cylinder 130psi
#cylinder 120psi
#cylinder 130psi
#cylinder 120psi
spec should be between XXX - XXXpsi
The technician also found that there appears to be leakage through the intake valve due to a possible dropped valve seatWe would have to remove the
cylinder head to determine further problems and diagnosisThe customer declined to have the diagnosis done
We did not charge the customer to perform the compression test and the leakage testsWe also had the vehicle towed to the customers house at no charge
We understand that the customer spent money on his vehicle and we even offered to try to help him in replacing his engine by getting a good used engine at our cost and cutting the labor down to helpEven though we were not the cause of this misfortune we still were wanting to help him
Do to the lack of maintenance on the truck and it being impossible to know the future of the truck and the engine, transmission and all other components from having problems later down the line is the reason the technician and I both recommended that the customer put his money into another vehicle

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Attached is a written history of the past few years we have been trying to help [redacted] with her vehicle.   Please give me a call if there are any other questions [redacted]
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