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Sarek Autowerke Reviews (2)

Customer reached out to and confirmed she had been contacted by the business directly and the issues were being taken care of

The customer had vehicle towed in to our shop because he stated that the vehicle had a coolant leakHe never told us that the vehicle's cooling system had been filled with water (not antifreeze coolant) for quite some timeThe vehicle was towed in on January 7th On that morning and during the day the temperatures were at a record low of degrees Fahrenheit (well below freezing point of water, but not below the freezing point of antifreeze) all day long, not just the night of the 8thWe had at lease three full days where the temperatures did not go above freezing We called the customer on the 8th as soon as we noticed the frozen cooling systemWe asked the customer if he has been filling his cooling system or topping it off on his ownOnly then did he admit that he has been filling his cooling system with water, not antifreeze coolantI then explained the consequences of doing this and letting the cooling system freezeHe acknowledged the possible damage that can happen in this circumstance and approved letting us defrost the cooling system and leak test the system We then let him know what items had failed due to the expanding nature of freezing water that were obvious and stated that once these leaks were fixed, we will then test the system .The customer approved and we repaired multiple consequential leaksThe thawing process will not cause any cracking of the engine blockThe freezing process will cause damage this since water expands when frozenWe simply stated that there is a chance that engine block or head damage, including other damage to cooling system components, could have occurred due to freezing of the water (not antifreeze coolant) that was put in the cooling system We did not tell the customer that his engine block is crackedIt did not show signs of damage and I believe is still is not damaged The customer had to pay for the damaged hoses and other cooling system components because we did not fill his cooling system with water which caused the damageLeaving the car outside did not cause the damageThe customer had been admittedly filling his cooling system with water which is not approved by the manufacturer We were trying to help the customer through a bad situation as best as possibleWe tried to help and explained every step of the process to the customer The customer states that when he got the car back it was not running rightGive it a day or to circulate fluids etcWe are not sure what this meansWe never told him to give it a day or We are not sure what "not running right " meansIf a customer calls with a concern after pick up, we always suggest and give the opportunity to bring the vehicle inWe do not want a customer to leave confused or upset "The next day the engine blew up" This statement confuses meI believe that this did not happen (no proof)The statement that [redacted] stated that the engine was cracked is also confusing (no proof)If I was in the customer's situation, and I was told that my engine is cracked and blew up, I would bring the vehicle back to whom I believed caused the failure and confront the shop He has never brought the vehicle backWe were never given an opportunity to resolve this situation and the confirm the claims of engine damageHe then claims that he had to get a new carNow I can not even verify that the car is damaged I understand that the customer is frustrated with this situationWe strive to provide the best service to our customers and pride ourselves in the work we doOur focus is on customer service and satisfactionI was hoping to resolve this issue with the customer before it would get to this pointI was never given a chance to speak with or re-visit any of the repairs or situations that transpired with the customerThe way I found out that he wanted his money back was when I received an email that he was issuing a charge back of his 2nd credit card paymentI immediately tried to contact the customer to listen to his concernsHe answered the call, I stated my name , then he hung up on meI have tried to reach out to him multiple times and he does not answer or respondHe has never come in to complain or ask for his money backHe is now contesting his credit card charges to try to get money backThis situation is now in arbitration since he has charges that total the amount he wants refunded to him (but has never asked for)This is very unfortunate and frustratingHopefully the customer can give me an opportunity to discuss his concerns with him directly

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Address: 8401 Brook Rd, Glen Allen, Virginia, United States, 23060-4017


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