[redacted] Dear [redacted] Thank you for bringing these issues to our attention Mr [redacted] has been in several times for cooling system concerns starting in 5-23- On 5-23-at 106,miles the car was brought to [redacted] with the complaint that the engine was overheating when driving and that the customer had to add water to the car Upon running a coolant pressure test we found that the water pump was leaking coolant and replaced the pump we also found that the thermostat was stuck closed so we quoted a thermostat, drive belts, timing belt cam and crank seals, coolant over flow tank, coolant hose, Tires, and front brakes for the car Which was the total quote of $ The reason for offering the timing belt and drive belts at the time of repair is Mr [redacted] would have only had to pay for the parts at that time Mr [redacted] declined the Timing belt Drive Belts and Front brakes and Tires The final Charge on this repair order was $Mr [redacted] Warranty Company Paid $and Mr [redacted] was out of pocket $ The Car was brought back in on 07-01-at 106,miles The customer’s complaint was the engine is running hot When we inspected that car and found coolant leaking from the Water pump weep hole We replaced the defective pump under the service parts warranty at no cost to Mr*** The car was brought in again on 8-12-at 108,miles the customer complaint was that the car over heated on the highway We did find that there was some coolant seapage from the upper radiator hose and we reposition the clip that was on it We also found that the main cooling fan in the car was wobbling and weak and recommended a new cooling fan and the customer declined The car was brought back in on 8-19-108,miles the customer was complaining about a coolant leak on the right side of the car We found that the water pump seal was leaking replaced again under service parts warranty per Mazda Tech line case number at no Cost to Mr [redacted] we did also try and sell a new coolant fan again since it can cause a overheating condition and cause damage to the coolant system customer declined Customer returned 8-26-at 108,miles complains that the car is overheating We found no leaks in cooling system found that main cooling fan still needed to be replaced and the customer declined the repair After looking over all the repair orders and the repair orders from Jeff Wyler Mazda the there are a few thing that are incorrectly stated by Mr*** Jeff Wyler did install another thermostat in this car but there is no mention on the repair order that we installed the incorrect one also the thermostat that they install is the same part number that we installed KL01-15-171A-9UThe cooling fan that is having the issues is the main cooling fan not the auxiliary fan which is for the condenser for the a/c on the car I have attached the Repair order where the work was fisrt done and Mr [redacted] was charged and I have attached the RO from Jeff Wyler and you can see that the thermostat was the same part While we do understand Mr [redacted] is frustrated we are only able to repair the issues that are showing at the time that we are looking at the car We are more than willing to work with Mr [redacted] and will refund him the money that he paid us out of pocket for the repairs in the amount of $ Please let me know if this offer is accepted [redacted] Service Director [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below In the phone conversation I had with Kerry Mazda of [redacted] e brakes and tires were not mentionedThe service rep recommended replacing the thermostat, water pump cam and crank sealsHe also recommended replacing the timing and drive beltI declined the timing and drive belt because I was told the out of pocket cost to replace the belt was around $I told the service rep that I needed to think about itWhen I called back to decline I was told that a wrong price was quoted because the mechanic had accidently quoted the wrong tensioners (which also needed to be replaced) the actual cost would be $to replace the timing beltI declined againWhen I asked how much the cost was without the timing belt I was told my out of pocket cost would be around $Again tires and brakes were not mentioned in the phone conversationWhen I picked up the car on 6/12/brakes were listed as declined on the paper However the invoice from Jeff Wyler dated 9/29/at 108,miles “states more than 50% remaining on tires and brakes The paperwork from [redacted] of [redacted] e from 7/15/states the driver’s side fan is weakI was told it was the auxiliary fan and could cause the car to overheat when at a stop or heavy load such as when the air conditioner is runningWhen I told the service rep that the car overheated on the highway at to miles an hour with the AC off the service rep shrugged his shouldersNow Mr [redacted] is stating that the driver’s side fan is the main fan, or is he saying the passenger side fan is the weak fan? At the time I took the car to Jeff Wyler I did not mention that the car had been worked on by [redacted] ***I did mention that the fan might be weakWhen Jeff Wyler told me that I had the wrong thermostat installed I told him [redacted] installed itI was told by the service rep at Jeff Wyler that “there is no way that thermostat was installed by a Mazda dealer”I asked him if I could get the old thermostat he had removed, but it was already disposed of He then asked if I had put stop leak in the cooling system because the radiator is clogged with what looks like stop leak I told him that I had never used stop leakI now wonder how Kerry could have changed the water pump so many times and not notice a gummed up cooling system Jeff Wyler never mentioned the fan being weakOut of four service stations Kerry Mazda is the only one who seems to think the fan is the problem As for Kerry’s offer Since the insurance company has already paid for a water pump I do not think they will pay for another if it is neededSince Kerry had to replace the water pump multiple times I am concerned that it is not the correct pump or not correctly installedIf I have to replace the water pump again it will not be covered by the warrantyKerry needs to refund all money collected or furnish a warranty for the water pump and labor to replace it as I will not have the work performed by [redacted] again I also feel [redacted] should be responsible for the car rentals I incurred as they only furnished a loaner car for part of the first time the water pump was replaced and one other timeAll the other times I had to bring my car back to them I was told a loaner was not available Regards, [redacted] ***
*** ***
Cincinnati Revdex.com
***
*** *** ***
Thank you for updating us on this.
We are sorry to hear that Mr*** did not accept our offer. To follon our first response the
thermostat was not the incorrect when installed the same part number was installed
by Jeff Wyler per the part number. Also
there is no note on the paper work from Jeff Wyler that the incorrect thermostat
was installed. I will be more than happy
to re measure Mr***’s brakes and tires for him if he does not believe our measurements. As you see in our paperwork we measured front
and rear tires and brakes the rear brakes where still good with about 50% life
on them the fronts where worn out, same
with the tires the fronts where 3/32nd and lower and the rear still
had decent tread left at 4/32nd to 6/32nds. I feel that the offer we made is more than
fair we cannot reimburse Mr*** Money that was paid by a third party We are
once again happy to reimburse what Mr*** Paid in the amount of $506.69. As far as a loaner we are not going to reimburse
for this simply due to the fact had Mr*** told us he needed a loaner we
could have provided one of our loaner cars to him at no cost. Please let me know if this is acceptable
*** ***
Service Director
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Mr*** obviously wants to discuss only the things that
have no bearing on the real issue
The car was taken to *** *** to fix an
overheating problem
*** *** was paid
The problem was never fixed
Tires and
brakes did not cause the car to overheatThe thermostat did not cause the car
to overheat
Mr***’s claim of the weak fan (main or auxiliary)
causing the water pump to fail is falseWhile a weak fan can cause a car to
overheat it would not cause a water pump to failI feel the water pump was
incorrectly installedI also believe Mr*** knows this, and that is why he
ignored my offer to let *** *** guaranty the parts and labor if it needs to
be replaced
Furthermore it is almost funny
that Mr*** would state that I did not ask for a loaner car as I am sure
the service reps were disgusted by my continuous requests for a loaner car
every time I spoke to them either by phone or in personIn fact, on my last
visit there was a sign on the service desk stating loaner cars would no longer
be furnished I should not be surprised
that Mr*** would claim I did not askHe has disputed every conversation
that was not in printI can only say that sadly Mr*** has been
misinformed or Mister *** seems to feel free to change conversations that he
was never a part of, including the ones I had with other service centers
Regards,
*** ***
Ms. [redacted]
Thank you for taking the time to forward the reply from Mr.
[redacted]. I have read over his response and
will respond to all his concerns. First
he is questioning about the low oil in the car when it was brought in. Just because there is no oil on the dipstick
there is still oil in the oil pan in Mr. [redacted]s car we found 2 quarts of oil when we drained
it. I’m not sure what reservoir he is
talking about as there is not one for the oil so you have to actually drain it
to check the amount left when it is off the dip stick. As far as the service records go I have faxed
over to your office a copy of all Mr. [redacted]s service records over to you
which backs up the mileage that the service were completed on and the mileage that
he had gone over. Next is the Acceptable
oil consumption. The oil changes are due
every 5,000 miles however ever Manufacture has a acceptable usage for their
engine. Meaning some will use this
amount of oil and some will not. For Mr.
[redacted] car it is 1 qt every 1,200 miles.
This would be the customer’s responsibility to check and top off as
needed in-between oil changes. While we
feel for Mr. [redacted]s the repair would still be at the customer cost but I will
offer one last deal. I will be more than
happy to offer the used car department pricing which drops the Labor from 99.99
an hour to 80.00 a hour and parts to 20% over cost. If he is interested please let me know. Thank for you help
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In the phone conversation I had with Kerry
Mazda of [redacted]e brakes and tires were not mentioned. The service rep
recommended replacing the thermostat, water pump cam and crank seals. He also
recommended replacing the timing and drive belt. I declined the timing and
drive belt because I was told the out of pocket cost to replace the belt was
around $3200.00. I told the service rep that I needed to think about it. When I
called back to decline I was told that a wrong price was quoted because the
mechanic had accidently quoted the wrong tensioners (which also needed to be
replaced) the actual cost would be $2225.00 to replace the timing belt. I
declined again. When I asked how much the cost was without the timing belt I was
told my out of pocket cost would be around $500.00. Again tires and brakes were
not mentioned in the phone conversation. When I picked up the car on 6/12/2014 brakes
were listed as declined on the paper.
However the invoice from Jeff
Wyler dated 9/29/2014 at 108,872 miles “states more than 50% remaining on tires
and brakes.
The paperwork from [redacted]
of [redacted]e from 7/15/14 states the driver’s side fan is weak. I was told it
was the auxiliary fan and could cause the car to overheat when at a stop or
heavy load such as when the air conditioner is running. When I told the service
rep that the car overheated on the highway at 55 to 60 miles an hour with the
AC off the service rep shrugged his shoulders. Now Mr. [redacted] is stating that the driver’s side fan is the main fan,
or is he saying the passenger side fan is the weak fan?
At the
time I took the car to Jeff Wyler I did not mention that the car had been
worked on by [redacted]. I did mention that the fan might be weak. When Jeff
Wyler told me that I had the wrong thermostat installed I told him [redacted]
installed it. I was told by the service rep at Jeff Wyler that “there is no
way that thermostat was installed by a Mazda dealer”. I asked him if I
could get the old thermostat he had removed, but it was already disposed of.
He then asked if I had put stop leak in the
cooling system because the radiator is clogged with what looks like stop leak.
I told him that I had never used stop leak. I now wonder how Kerry could have
changed the water pump so many times and not notice a gummed up cooling system.
Jeff Wyler never mentioned the fan being weak. Out of four service stations Kerry
Mazda is the only one who seems to think the fan is the problem
As for Kerry’s offer…
Since the insurance company has already paid for a water pump I do not
think they will pay for another if it is needed. Since Kerry had to replace the
water pump multiple times I am concerned that it is not the correct pump or not
correctly installed. If I have to replace the water pump again it will not be
covered by the warranty. Kerry needs to refund all money collected or furnish a
warranty for the water pump and labor to replace it as I will not have the work
performed by [redacted] again.
I also feel [redacted] should be responsible
for the car rentals I incurred as they only furnished a loaner car for part of
the first time the water pump was replaced and one other time. All the other
times I had to bring my car back to them I was told a loaner was not available.
Regards,
[redacted]
Thank you for bringing these issues to our attention. Mr. [redacted] has been in several times for
cooling system concerns starting in 5-23-14.
On 5-23-14 at 106,046 miles the car was brought to...
[redacted] with the complaint
that the engine was overheating when driving and that the customer had to add
water to the car. Upon running a coolant
pressure test we found that the water pump was leaking coolant and replaced the
pump we also found that the thermostat was stuck closed so we quoted a
thermostat, drive belts, timing belt cam and crank seals, coolant over flow
tank, coolant hose, Tires, and front brakes for the car Which was the total
quote of $3200.00. The reason for
offering the timing belt and drive belts at the time of repair is Mr. [redacted]
would have only had to pay for the parts at that time. Mr.
[redacted] declined the Timing belt Drive Belts and Front brakes and Tires. The final Charge on this repair order was
$1481.50 Mr. [redacted] Warranty Company Paid $974.81 and Mr. [redacted] was out of
pocket $506.69. The Car was brought back
in on 07-01-14 at 106,905 miles. The customer’s
complaint was the engine is running hot.
When we inspected that car and found coolant leaking from the Water pump
weep hole. We replaced the defective
pump under the service parts warranty at no cost to Mr. [redacted]. The car was brought in again on 8-12-14 at
108,554 miles the customer complaint was that the car over heated on the
highway. We did find that there was some
coolant seapage from the upper radiator hose and we reposition the clip that
was on it. We also found that the main
cooling fan in the car was wobbling and weak and recommended a new cooling fan
and the customer declined. The car was
brought back in on 8-19-14 108,782 miles the customer was complaining about a
coolant leak on the right side of the car.
We found that the water pump seal was leaking replaced again under
service parts warranty per Mazda Tech line case number 878897 at no Cost to Mr.
[redacted] we did also try and sell a new
coolant fan again since it can cause a overheating condition and cause damage
to the coolant system customer declined.
Customer returned 8-26-14 at 108,852 miles complains that the car is overheating. We found no leaks in cooling system found
that main cooling fan still needed to be replaced and the customer declined the
repair. After looking over all the
repair orders and the repair orders from Jeff Wyler Mazda the there are a few
thing that are incorrectly stated by Mr. [redacted].
Jeff Wyler did install another thermostat in this car but there is no
mention on the repair order that we installed the incorrect one also the
thermostat that they install is the same part number that we installed
KL01-15-171A-9U. The cooling fan that is having the issues is the main cooling
fan not the auxiliary fan which is for the condenser for the a/c on the car. I have attached the Repair order where the work was fisrt done and Mr. [redacted] was charged and I have attached the RO from Jeff Wyler and you can see that the thermostat was the same part.
While we do understand Mr. [redacted] is frustrated we are only able to repair the
issues that are showing at the time that we are looking at the car. We are more than willing to work with Mr.
[redacted] and will refund him the money that he paid us out of pocket for the
repairs in the amount of $506.69. Please
let me know if this offer is accepted.
[redacted] Dear [redacted] Thank you for bringing these issues to our attention Mr [redacted] has been in several times for cooling system concerns starting in 5-23- On 5-23-at 106,miles the car was brought to [redacted] with the complaint that the engine was overheating when driving and that the customer had to add water to the car Upon running a coolant pressure test we found that the water pump was leaking coolant and replaced the pump we also found that the thermostat was stuck closed so we quoted a thermostat, drive belts, timing belt cam and crank seals, coolant over flow tank, coolant hose, Tires, and front brakes for the car Which was the total quote of $ The reason for offering the timing belt and drive belts at the time of repair is Mr [redacted] would have only had to pay for the parts at that time Mr [redacted] declined the Timing belt Drive Belts and Front brakes and Tires The final Charge on this repair order was $Mr [redacted] Warranty Company Paid $and Mr [redacted] was out of pocket $ The Car was brought back in on 07-01-at 106,miles The customer’s complaint was the engine is running hot When we inspected that car and found coolant leaking from the Water pump weep hole We replaced the defective pump under the service parts warranty at no cost to Mr*** The car was brought in again on 8-12-at 108,miles the customer complaint was that the car over heated on the highway We did find that there was some coolant seapage from the upper radiator hose and we reposition the clip that was on it We also found that the main cooling fan in the car was wobbling and weak and recommended a new cooling fan and the customer declined The car was brought back in on 8-19-108,miles the customer was complaining about a coolant leak on the right side of the car We found that the water pump seal was leaking replaced again under service parts warranty per Mazda Tech line case number at no Cost to Mr [redacted] we did also try and sell a new coolant fan again since it can cause a overheating condition and cause damage to the coolant system customer declined Customer returned 8-26-at 108,miles complains that the car is overheating We found no leaks in cooling system found that main cooling fan still needed to be replaced and the customer declined the repair After looking over all the repair orders and the repair orders from Jeff Wyler Mazda the there are a few thing that are incorrectly stated by Mr*** Jeff Wyler did install another thermostat in this car but there is no mention on the repair order that we installed the incorrect one also the thermostat that they install is the same part number that we installed KL01-15-171A-9UThe cooling fan that is having the issues is the main cooling fan not the auxiliary fan which is for the condenser for the a/c on the car I have attached the Repair order where the work was fisrt done and Mr [redacted] was charged and I have attached the RO from Jeff Wyler and you can see that the thermostat was the same part While we do understand Mr [redacted] is frustrated we are only able to repair the issues that are showing at the time that we are looking at the car We are more than willing to work with Mr [redacted] and will refund him the money that he paid us out of pocket for the repairs in the amount of $ Please let me know if this offer is accepted [redacted] Service Director [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below In the phone conversation I had with Kerry Mazda of [redacted] e brakes and tires were not mentionedThe service rep recommended replacing the thermostat, water pump cam and crank sealsHe also recommended replacing the timing and drive beltI declined the timing and drive belt because I was told the out of pocket cost to replace the belt was around $I told the service rep that I needed to think about itWhen I called back to decline I was told that a wrong price was quoted because the mechanic had accidently quoted the wrong tensioners (which also needed to be replaced) the actual cost would be $to replace the timing beltI declined againWhen I asked how much the cost was without the timing belt I was told my out of pocket cost would be around $Again tires and brakes were not mentioned in the phone conversationWhen I picked up the car on 6/12/brakes were listed as declined on the paper However the invoice from Jeff Wyler dated 9/29/at 108,miles “states more than 50% remaining on tires and brakes The paperwork from [redacted] of [redacted] e from 7/15/states the driver’s side fan is weakI was told it was the auxiliary fan and could cause the car to overheat when at a stop or heavy load such as when the air conditioner is runningWhen I told the service rep that the car overheated on the highway at to miles an hour with the AC off the service rep shrugged his shouldersNow Mr [redacted] is stating that the driver’s side fan is the main fan, or is he saying the passenger side fan is the weak fan? At the time I took the car to Jeff Wyler I did not mention that the car had been worked on by [redacted] ***I did mention that the fan might be weakWhen Jeff Wyler told me that I had the wrong thermostat installed I told him [redacted] installed itI was told by the service rep at Jeff Wyler that “there is no way that thermostat was installed by a Mazda dealer”I asked him if I could get the old thermostat he had removed, but it was already disposed of He then asked if I had put stop leak in the cooling system because the radiator is clogged with what looks like stop leak I told him that I had never used stop leakI now wonder how Kerry could have changed the water pump so many times and not notice a gummed up cooling system Jeff Wyler never mentioned the fan being weakOut of four service stations Kerry Mazda is the only one who seems to think the fan is the problem As for Kerry’s offer Since the insurance company has already paid for a water pump I do not think they will pay for another if it is neededSince Kerry had to replace the water pump multiple times I am concerned that it is not the correct pump or not correctly installedIf I have to replace the water pump again it will not be covered by the warrantyKerry needs to refund all money collected or furnish a warranty for the water pump and labor to replace it as I will not have the work performed by [redacted] again I also feel [redacted] should be responsible for the car rentals I incurred as they only furnished a loaner car for part of the first time the water pump was replaced and one other timeAll the other times I had to bring my car back to them I was told a loaner was not available Regards, [redacted] ***
*** ***
Cincinnati Revdex.com
***
*** *** ***
Thank you for updating us on this.
We are sorry to hear that Mr*** did not accept our offer. To follon our first response the
thermostat was not the incorrect when installed the same part number was installed
by Jeff Wyler per the part number. Also
there is no note on the paper work from Jeff Wyler that the incorrect thermostat
was installed. I will be more than happy
to re measure Mr***’s brakes and tires for him if he does not believe our measurements. As you see in our paperwork we measured front
and rear tires and brakes the rear brakes where still good with about 50% life
on them the fronts where worn out, same
with the tires the fronts where 3/32nd and lower and the rear still
had decent tread left at 4/32nd to 6/32nds. I feel that the offer we made is more than
fair we cannot reimburse Mr*** Money that was paid by a third party We are
once again happy to reimburse what Mr*** Paid in the amount of $506.69. As far as a loaner we are not going to reimburse
for this simply due to the fact had Mr*** told us he needed a loaner we
could have provided one of our loaner cars to him at no cost. Please let me know if this is acceptable
*** ***
Service Director
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Mr*** obviously wants to discuss only the things that
have no bearing on the real issue
The car was taken to *** *** to fix an
overheating problem
*** *** was paid
The problem was never fixed
Tires and
brakes did not cause the car to overheatThe thermostat did not cause the car
to overheat
Mr***’s claim of the weak fan (main or auxiliary)
causing the water pump to fail is falseWhile a weak fan can cause a car to
overheat it would not cause a water pump to failI feel the water pump was
incorrectly installedI also believe Mr*** knows this, and that is why he
ignored my offer to let *** *** guaranty the parts and labor if it needs to
be replaced
Furthermore it is almost funny
that Mr*** would state that I did not ask for a loaner car as I am sure
the service reps were disgusted by my continuous requests for a loaner car
every time I spoke to them either by phone or in personIn fact, on my last
visit there was a sign on the service desk stating loaner cars would no longer
be furnished I should not be surprised
that Mr*** would claim I did not askHe has disputed every conversation
that was not in printI can only say that sadly Mr*** has been
misinformed or Mister *** seems to feel free to change conversations that he
was never a part of, including the ones I had with other service centers
Regards,
*** ***
Ms. [redacted]
Thank you for taking the time to forward the reply from Mr.
[redacted]. I have read over his response and
will respond to all his concerns. First
he is questioning about the low oil in the car when it was brought in. Just because there is no oil on the dipstick
there is still oil in the oil pan in Mr. [redacted]s car we found 2 quarts of oil when we drained
it. I’m not sure what reservoir he is
talking about as there is not one for the oil so you have to actually drain it
to check the amount left when it is off the dip stick. As far as the service records go I have faxed
over to your office a copy of all Mr. [redacted]s service records over to you
which backs up the mileage that the service were completed on and the mileage that
he had gone over. Next is the Acceptable
oil consumption. The oil changes are due
every 5,000 miles however ever Manufacture has a acceptable usage for their
engine. Meaning some will use this
amount of oil and some will not. For Mr.
[redacted] car it is 1 qt every 1,200 miles.
This would be the customer’s responsibility to check and top off as
needed in-between oil changes. While we
feel for Mr. [redacted]s the repair would still be at the customer cost but I will
offer one last deal. I will be more than
happy to offer the used car department pricing which drops the Labor from 99.99
an hour to 80.00 a hour and parts to 20% over cost. If he is interested please let me know. Thank for you help
Steven R[redacted]
Service Director
Kerry Mazda
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
In the phone conversation I had with Kerry
Mazda of [redacted]e brakes and tires were not mentioned. The service rep
recommended replacing the thermostat, water pump cam and crank seals. He also
recommended replacing the timing and drive belt. I declined the timing and
drive belt because I was told the out of pocket cost to replace the belt was
around $3200.00. I told the service rep that I needed to think about it. When I
called back to decline I was told that a wrong price was quoted because the
mechanic had accidently quoted the wrong tensioners (which also needed to be
replaced) the actual cost would be $2225.00 to replace the timing belt. I
declined again. When I asked how much the cost was without the timing belt I was
told my out of pocket cost would be around $500.00. Again tires and brakes were
not mentioned in the phone conversation. When I picked up the car on 6/12/2014 brakes
were listed as declined on the paper.
However the invoice from Jeff
Wyler dated 9/29/2014 at 108,872 miles “states more than 50% remaining on tires
and brakes.
The paperwork from [redacted]
of [redacted]e from 7/15/14 states the driver’s side fan is weak. I was told it
was the auxiliary fan and could cause the car to overheat when at a stop or
heavy load such as when the air conditioner is running. When I told the service
rep that the car overheated on the highway at 55 to 60 miles an hour with the
AC off the service rep shrugged his shoulders. Now Mr. [redacted] is stating that the driver’s side fan is the main fan,
or is he saying the passenger side fan is the weak fan?
At the
time I took the car to Jeff Wyler I did not mention that the car had been
worked on by [redacted]. I did mention that the fan might be weak. When Jeff
Wyler told me that I had the wrong thermostat installed I told him [redacted]
installed it. I was told by the service rep at Jeff Wyler that “there is no
way that thermostat was installed by a Mazda dealer”. I asked him if I
could get the old thermostat he had removed, but it was already disposed of.
He then asked if I had put stop leak in the
cooling system because the radiator is clogged with what looks like stop leak.
I told him that I had never used stop leak. I now wonder how Kerry could have
changed the water pump so many times and not notice a gummed up cooling system.
Jeff Wyler never mentioned the fan being weak. Out of four service stations Kerry
Mazda is the only one who seems to think the fan is the problem
As for Kerry’s offer…
Since the insurance company has already paid for a water pump I do not
think they will pay for another if it is needed. Since Kerry had to replace the
water pump multiple times I am concerned that it is not the correct pump or not
correctly installed. If I have to replace the water pump again it will not be
covered by the warranty. Kerry needs to refund all money collected or furnish a
warranty for the water pump and labor to replace it as I will not have the work
performed by [redacted] again.
I also feel [redacted] should be responsible
for the car rentals I incurred as they only furnished a loaner car for part of
the first time the water pump was replaced and one other time. All the other
times I had to bring my car back to them I was told a loaner was not available.
Regards,
[redacted]
[redacted]
Dear [redacted]
Thank you for bringing these issues to our attention. Mr. [redacted] has been in several times for
cooling system concerns starting in 5-23-14.
On 5-23-14 at 106,046 miles the car was brought to...
[redacted] with the complaint
that the engine was overheating when driving and that the customer had to add
water to the car. Upon running a coolant
pressure test we found that the water pump was leaking coolant and replaced the
pump we also found that the thermostat was stuck closed so we quoted a
thermostat, drive belts, timing belt cam and crank seals, coolant over flow
tank, coolant hose, Tires, and front brakes for the car Which was the total
quote of $3200.00. The reason for
offering the timing belt and drive belts at the time of repair is Mr. [redacted]
would have only had to pay for the parts at that time. Mr.
[redacted] declined the Timing belt Drive Belts and Front brakes and Tires. The final Charge on this repair order was
$1481.50 Mr. [redacted] Warranty Company Paid $974.81 and Mr. [redacted] was out of
pocket $506.69. The Car was brought back
in on 07-01-14 at 106,905 miles. The customer’s
complaint was the engine is running hot.
When we inspected that car and found coolant leaking from the Water pump
weep hole. We replaced the defective
pump under the service parts warranty at no cost to Mr. [redacted]. The car was brought in again on 8-12-14 at
108,554 miles the customer complaint was that the car over heated on the
highway. We did find that there was some
coolant seapage from the upper radiator hose and we reposition the clip that
was on it. We also found that the main
cooling fan in the car was wobbling and weak and recommended a new cooling fan
and the customer declined. The car was
brought back in on 8-19-14 108,782 miles the customer was complaining about a
coolant leak on the right side of the car.
We found that the water pump seal was leaking replaced again under
service parts warranty per Mazda Tech line case number 878897 at no Cost to Mr.
[redacted] we did also try and sell a new
coolant fan again since it can cause a overheating condition and cause damage
to the coolant system customer declined.
Customer returned 8-26-14 at 108,852 miles complains that the car is overheating. We found no leaks in cooling system found
that main cooling fan still needed to be replaced and the customer declined the
repair. After looking over all the
repair orders and the repair orders from Jeff Wyler Mazda the there are a few
thing that are incorrectly stated by Mr. [redacted].
Jeff Wyler did install another thermostat in this car but there is no
mention on the repair order that we installed the incorrect one also the
thermostat that they install is the same part number that we installed
KL01-15-171A-9U. The cooling fan that is having the issues is the main cooling
fan not the auxiliary fan which is for the condenser for the a/c on the car. I have attached the Repair order where the work was fisrt done and Mr. [redacted] was charged and I have attached the RO from Jeff Wyler and you can see that the thermostat was the same part.
While we do understand Mr. [redacted] is frustrated we are only able to repair the
issues that are showing at the time that we are looking at the car. We are more than willing to work with Mr.
[redacted] and will refund him the money that he paid us out of pocket for the
repairs in the amount of $506.69. Please
let me know if this offer is accepted.
[redacted]
Service Director
[redacted]