Sterling Automotive Services Inc

[redacted]PLEASE SEE ATTACHED[redacted]To Whom It May Concern:In response to the said complaint we received, below is the complete step by step of what happened during this entire situation.  Not all facts were given in the complaint received.   1.      Customer’s mother brought...

in vehicle with complaints of: brake light on in dash, anti-lock light on, stated brake fluid was added, the light went out and then came back on. 2.      Sterling Automotive diagnosed the problem and found wheel cylinders at fault with profuse leak as well as the master cylinder leaking from the piston. 3.      Customer’s mother was called and informed about leaks.  After talking to her son, she gave the oral authorization to replace wheel cylinders and the master cylinder. 4.      During the repair Sterling Automotive found a steel brake line rusted through behind the fuel tank. Unfortunately, it was after the initial conversation that it was discovered. Before we had a chance to call them and inform, the customer’s mother called to check on the truck and that was when she was told about the additional problem. In the end there were three brake fluid leaks in the truck: wheel cylinders, master cylinder and brake line. 5.      She then called him again and he decided he would fix the brake line. 6.      Sterling automotive then called the mother back again and asked if her son would want to replace the master cylinder himself as well to save some money since he would be taking on the brake line repair and she said that was a good idea and she would call him to confirm.  The wheel cylinders had already been done at that time under approval from her per her son. 7.      The truck was picked up by the mother and paid for.  Because of the decision they made to not have Sterling Automotive repair the rest of the brake issues recommended, it left with inoperable rear brakes.  There was full understanding and no concerns shown from her at time of pick up, everything seemed fine about what happened and what was decided while the vehicle was here. The old wheel cylinders were sent with her at his request at time of pick up to show how they were leaking. 8.      Almost a month later we got a phone call from the customer himself demanding half the labor refund of the initial bill.  Even though the work was authorized initially and old parts returned to the customer, it was agreed to issue a partial refund check at that time in the amount named by the customer.  The mother came and picked up and signed for it. At that time, we thought the problem had been resolved. 9.      Then a couple months after that, he came in because 1 wheel cylinder was said to be leaking. Unfortunately, we assumed that since we did a partial refund for the authorized work, the warranty was no longer there.    Looking back on it, we agree that the best fix to resolve the problem is to refund the $200 that the customer is requesting.    Thank You, John S[redacted], Owner Sterling Automotive Service