ROB'S AUTO REPAIR

To whom it may concernStatement of FactsCustomers car came in for requested parts to be replaced. We changed the Alternator, blower motor, spark plugs and engine torque struts. While servicing the car we noticed other repairs the car needed. We contacted customer to inform him that the coil pack was...

cracked and the coil pack had major corrosion on the terminals. While working on the car we noticed other issues that would keep the car from running proper. Two spark plugs where soaked with oil which basically means the valve cover gaskets and spark tube seals need to be replaced. Customer also stated that he lost the brake fluid cap, we couldn't find it so we ordered him a new one and installed for free. This car has many other issues that where noted yet refused to fix at this time. We noticed the strut mounts where loose so we tightened both down at no charge. After replacing the Alternator we checked the battery and it tested bad, most likely because the alternator was defective killing the battery. We called the customer who said he didn't have funds for a new battery, so we thought we'd give him a new one free of charge to help him out. This customer also stated that his car gets vandalized nightly by someone who has an extra set of car keys. This customer did report us to the bureau of automotive repair who verified we replaced the parts the customer requested replaced, case closed. Unfortunately this customer not only didn't appreciate the extra effort and repairs we did for free, he was unhappy with just about everything else with his car. We here at Rob's auto repair always go the extra mile to help our customers even when they are in the wrong. Even Know this customer was rude and disrespectful we still wish him the best.Regard Bob Dunn, owner

Review: My car had the "Check Engine" light on for a couple of weeks or so.

I went to Premier Auto on 08/23/14 to have them diagnose the issue. The code that came up was P0128 (Cooling system below threshold). I needed my thermostat and coolant replaced, so I went to [redacted]'s for the repairs on 09/08/14 because their prices fit my budget a bit better. [redacted]'s called me when the work was done, and I showed up two hours later to pick my car up. When I arrived, the hood was still up. I questioned it, and they said they were just finishing up checking the fluid levels. The mechanic didn't really look at anything, and with a lack of confidence on his face, said everything was fine. On 09/15/14, all of my coolant leaked out of my car, and once refilled, kept leaking all of it very fast. I immediately called [redacted]'s and they said they would take no responsibility due to the initial diagnosis not being done at their shop (They charge $95 JUST for the diagnostic, and the reading would have been identical on the OBD2 reader). On 9/16/14, I went to Premier Auto, and they showed me where the radiator overflow bottle was cracked along the entire top portion, and that's where the leak was coming from. They informed me the only way that would happen would be from a blown head gasket, or simply from someone leaning on to it while replacing the thermostat. This type and size crack would not come from it being an old part. They checked the gasket and it was fine. [redacted]'s Auto is taking no responsibility, and because of this, I had to pay $191.23 to replace the overflow bottle they cracked, due to their negligence. I did not have this issue prior to the work they performed.Desired Settlement: I need Rob's Auto to refund me the total of $191.23 that I had to pay for their negligence.

Business

Response:

Response to complaint ID [redacted]

Addressing her written complaint, she states that when she arrived to pick up her car, the hood was still

open. We do this for a reason: After cooling system work is done, we cool the engine down as much as

possible following the required 5 mile test drive to make SURE the coolant level is perfect.

She states I "dietn't really look at anything'' whe·n I weht to close the·hood. That is lie #1. I looked

carefully at the coolant level in the bottle, and closed the hood.

The customer called on 9-15-2014,7 days after the work was performed and stated the car was

overheating after climbing Palomar Mountain and told us the coolant hoses had "Blown off'' the coolant

bottle. We asked them to send pictures of the bottle which they did. The pictures, which I saved, clearly

sl';lowthe,_bottle cqrrectly full, with green coolant and both hoses still attached to the bottle.

The pictures also show coolant stains from around the bottle pressure cap. This bottle is not an overflow

As the complainant wrongly states) but rather it's a·surge tank, It serves at the reservoir and is under

pressure. No cracks are visible in any of the 3 pictures. ·

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The hose clamps look totally untouched and still in their original positions. Please note, WE DID NOT

TOUCH THESE 2 HOSES AS THEIR REMOVAL IS NOT NEEDED TO REPLACE THE THERMOSTAT. The

thermostat is on the front of the engine and the coolant bottle is on the very right side of the engine

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compartment so we would never "lean" on the bottle.

The customer's written complaint states" All of my· coolant leaked out of my car and once refilled, kept

leaking all of it very fast" Really? Why no mention of the "Bio¥fn off'' noses? Why has the story has now

change? This is lie #2. The pictures prove it. If the bottle was cracked then it would be impossible to -~-=---

build pressure and blow hoses off.

She states in her complaint that ''They (Us) charge $95 just for the diagnostic, and the reading would

have been identical on the OBD2 reader". That is wrong. We do not charge to READ A CODE, WE

CHARGE TO DIAGNOSE THE CAUSE OF THE CODE. Those are 2 different things.

Here's the bottom line: If we cracked t~e coolant bottle, IT WOULD HAVE LEAKED AS SOON AS WE

STARTED THE ENGINE. IT DID NOT LEAK. WE PRESSURE TESTED THE ENTIRE COOLING SYSTEM AFTER

REPLACING THE THERMOSTAT. IT DID NOT LEAK. WE TEST DROVE THE VEHICLE FOR 5 MILES THEN

OPENED THE HOOD, COOLED IT DOWN, RECHECKED THE COOLANT LEVEL, IT WAS FULL AND NOT

LEAKING.

We warned the customer about us not being responsible for any issues caused by improper diagnoses at

another shop. Now I see what happened, the other shop never diagnosed the vehicle, they just simply

read the fault codes for free and advised the customer to replace the thermostat. That is NOT a

diagnosis. That is a code read only. Obviously, the customer does not understand this. This is a 9 year old

vehicle with 137,132 miles on it. The part is old and failed, most likely from an overheat event, possibly

caused by a leaking head gasket and/or other issue. I will NOT refund any amount of money as that

would be admittance to a failed repair which this clearly is not.

I have no problem at all admitting failure when it has occurred in the past. I'm not perfect. But this

absolutely is NOT our fault! Again, if we cracked the bottle, it would leak immediately, NOT 7 DAYS

LATER.

Kind regards,