Scott's Affordable Car Care & Fast Lube

I am sorry for the delay, the information was mis-directed, my neglect to promptly respond does not mean I do not take this issue seriously. I value the business of Ms. [redacted], she has been a customer of ours for a while now, and we have performed a variety of repairs on a couple of her cars. I am...

sure Ms.[redacted] will agree we do all we can to work with her to provide required repairs, at the best possible price we can, and further work with her on making any arrangement necessary to work within her restraints. I have fully reviewed this complaint, with the mechanic who directly worked on the car, the shop foreman who was also involved, as well as the service writers. Apparently the vehicle came in with a couple issues with the way it was running, and also with some coolant loss issues. During testing one of the coolant hoses actually blew apart. The Technicians completed required repairs to the vehicle to address the coolant hoses and a rough run situation. After completing these repairs, they performed a pressure test on the cooling system and found a slight leak in the water pump, this was brought up to Ms. [redacted] at the time - it was decided to not perform any repairs on the water pump, BUT to address the situation, and in the name of customer satisfaction, at our expense we added "Bars Leak" a cooling system leak stopping product. This was done to stop the leaking at the water pump, and to give the customer some additional time before having to replace the water pump. I feel we did all we could to help the customer, and come up with a win-win. The bars leak appears to be working, and thus an external evaluation of the pump would not show a leak, but it does not mean that the leak was not there. I would be happy to review this with Ms. [redacted], again we want to keep her as a customer, and I want to ensure her that we are not there to take advantage of her, we are here for the long haul