Richlen & Sons

On November 17th *** *** and *** *** came into ourrepair shopThey were looking for a price to replace the head gasket on their 2002Ford FocusIt was over-heating which caused smoke to come out of the exhaust*** *** had already told them it needed a head gasket*** ***
***explained to them that the cylinder head work would have to be done by anothershop due to a lack of tools, supplies, and time frame to do the workThat day ***and *** called our shop*** personally talked to them and explained the cost ofthe repairHe noted that if it was in fact a head gasket, then repair would cost$1,plus tax.When we assessed the car, we found that it was overheating but not due to ahead gasket failureThe overheating was a result of cooling fans that were notturning on or operating appropriatelyTo fix this problem the vehicle needed acylinder head temperature sensorThis was the first major problem that needed tobe addressedWe sublet repairs of this nature to a company called *** ***whose owners name is ***After calling *** and getting a quote, the customercalled and was given a quote of $This was for the temperature sensorreplacement and tesoogThe customer ok'd the price and we sent the car to ***.The customer must understand that the car was taken in by *** as a favor tousHe also has a very busy schedule and these jobs are very time consumingWealso spent at least hours diagnosing the problem before sending it out After therepairs were done, the car still had one major problemThere was coolant comingout of the exhaust as smoke at any time which caused the coolant level to go down.After tests were done for head gasket failure nothing was foundIn the past, cylinderheads have been known to crack behind valves causing a loss of coolant The ,customers were both informed of the problem not being a head gasket, but actuallya crack in the cylinder headAs a result the cylinder head would have to be pulledapart*** also informed *** that the cost could be as much as $1,if tileother shop could not fix the cylinder head*** okayed the repairs via phone.The next daythe head shop, *** ***, began the long and tedious work.After removal, disassembly, and cleaning they were able to find the crack*** alsofound that the Focus had the wrong intake manifold, on 'it' He changed the intakemanifold at no charge to the customerOn Wednesday the 25th the customers camein looking for the car and expl~ined that they needed it because *** had to drive*** to her work every dayWe called *** and explained their situation, but hisschedule did not allow him to get the car done any soonerThere was never amention of a car rental at any pOint in timeAfter various phone calls anddemanding the car back it was finished on Friday November 28th and returned toour shopWe attempted to contact *** and *** to come and pick it up that day.Since it was Friday after Thanksgiving our shop was not open but we explained wewould meet them at our shop and give them their carThey never respondedto ourhome phone call or messageThe next day, Saturday the 29th, we attempted to callthem twice more to have them come and pick up their carWe left messages, butagain was no responseOn Monday the 1st of December, they came into our shop topick up the car*** wanted half-off of the total bill because her and *** felt thecar took too long to repairShe then asked for the name of shop that fixed the car.Paul felt it wasn't necessary at this time*** did a great job on the repair and alsodid it in a timely manner considering it was taken in as a favor to usThey wereangIy and attempted to give us a check for the repairWe couId not accept itbecause we thought she might stop payment on it now that she was angryTheywere told it had to be paid with either cash or a credit cardThey then left the shopwithout the carThe next day Tuesday, December 2nd, they returned to the shop and*** *** paid the bill by credit card for *** ***They took the car.We do not feel we owe *** and *** anything_ We have been in businessfor over yearsWe pride our business in honesty, quality and professionalservice in auto repair

Review: on November 17th 2014, I took my car to Richlen and Son located at [redacted], to have my gasket repaired, at the time I was told the price would be $1200. I agreed to let them fix the car, and a few days later I called to check on the car. when I called the second time I was told that the car only needed a sensor, and that the price would be $565.00. I agreed on letting them fix that, and was expecting to pick up the car the next day, however I don't hear anything from them. I called that next day, and was told that the car did need the gasket, so I gave them permission to replace it. about a week went by, and I had not heard from them, I decided to go to the shop, and when I got there I was told that my car was sent to another shop. I asked why would they send my car to another shop without my permission, and [redacted] said he had nothing to do with that decision, it was his sons. I tried talking to his son, but [redacted] wouldn't allow his son to talk to me. another week went by and all they could tell me was, the unknown guy is working on the car and it is not ready yet. I told [redacted] that he need to tell this guy, whomever he was to put my car back together, so I could pick it up. On December 1, 2014, 16 days later, I go to the shop to get my car, when I get there, they have a bill for $1562.00 waiting for me, I asked for two things one to be compensated for the rental I had to get so I could go to work, and the name of the guy that they allowed to work on my car. [redacted] refused both request. I told him I had the right to know who he allowed to fix on my car, but he said I didn't. I think this is really bad practice and that they need to be put out of business.Desired Settlement: I am requesting money for the rentals, which total $265.00 and my car back free and clear or with a discount of at least half of what the charge is which is $1562.00. I am sure my car was sent without my permission because they wanted to make the money themselves, they didn't want me to come and get it, so they let someone they knew fix on it without asking me and now he will not tell me who this person was. I believe I have the right to know who fix on my private property.

Business

Response:

On November 17th 2014 [redacted] and [redacted] came into ourrepair shop. They were looking for a price to replace the head gasket on their 2002Ford Focus. It was over-heating which caused smoke to come out of the exhaust[redacted] had already told them it needed a head gasket. [redacted]explained to them that the cylinder head work would have to be done by anothershop due to a lack of tools, supplies, and time frame to do the work. That day [redacted]and [redacted] called our shop. [redacted] personally talked to them and explained the cost ofthe repair. He noted that if it was in fact a head gasket, then repair would cost$1,450.00 plus tax.When we assessed the car, we found that it was overheating but not due to ahead gasket failure. The overheating was a result of cooling fans that were notturning on or operating appropriately. To fix this problem the vehicle needed acylinder head temperature sensor. This was the first major problem that needed tobe addressed. We sublet repairs of this nature to a company called [redacted]whose owners name is [redacted]. After calling [redacted] and getting a quote, the customercalled and was given a quote of $565.00. This was for the temperature sensorreplacement and tesoog. The customer ok'd the price and we sent the car to [redacted].The customer must understand that the car was taken in by [redacted] as a favor tous. He also has a very busy schedule and these jobs are very time consuming. Wealso spent at least 3 hours diagnosing the problem before sending it out After therepairs were done, the car still had one major problem. There was coolant comingout of the exhaust as smoke at any time which caused the coolant level to go down.After tests were done for head gasket failure nothing was found. In the past, cylinderheads have been known to crack behind valves causing a loss of coolant The ,customers were both informed of the problem not being a head gasket, but actuallya crack in the cylinder head. As a result the cylinder head would have to be pulledapart. [redacted] also informed [redacted] that the cost could be as much as $1,750.00 if tileother shop could not fix the cylinder head. [redacted] okayed the repairs via phone.The next day. the head shop, [redacted], began the long and tedious work.After removal, disassembly, and cleaning they were able to find the crack. [redacted] alsofound that the Focus had the wrong intake manifold, on 'it' He changed the intakemanifold at no charge to the customer. On Wednesday the 25th the customers camein looking for the car and expl~ined that they needed it because [redacted] had to drive[redacted] to her work every day. We called [redacted] and explained their situation, but hisschedule did not allow him to get the car done any sooner. There was never amention of a car rental at any pOint in time. After various phone calls anddemanding the car back it was finished on Friday November 28th and returned toour shop. We attempted to contact [redacted] and [redacted] to come and pick it up that day.Since it was Friday after Thanksgiving our shop was not open but we explained wewould meet them at our shop and give them their car. They never responded. to ourhome phone call or message. The next day, Saturday the 29th, we attempted to callthem twice more to have them come and pick up their car. We left 2 messages, butagain was no response. On Monday the 1st of December, they came into our shop topick up the car. [redacted] wanted half-off of the total bill because her and [redacted] felt thecar took too long to repair. She then asked for the name of shop that fixed the car.Paul felt it wasn't necessary at this time. [redacted] did a great job on the repair and alsodid it in a timely manner considering it was taken in as a favor to us. They wereangIy and attempted to give us a check for the repair. We couId not accept itbecause we thought she might stop payment on it now that she was angry. Theywere told it had to be paid with either cash or a credit card. They then left the shopwithout the car. The next day Tuesday, December 2nd, they returned to the shop and[redacted] paid the bill by credit card for [redacted]. They took the car.We do not feel we owe [redacted] and [redacted] anything_ We have been in businessfor over 60 years. We pride our business in honesty, quality and professionalservice in auto repair.