Sunbelt Rentals

Response to complaint# From Auto-Metrics Mr [redacted] brought his vehicle into us for a overheating issueAt the time he stated he just bought the car and told me that the previous owner had done some work on it because it was running hotIt was diagnosed as a blown head gasketWe also noticed a lot of stop leak was put into the radiatorThe customer told me that he had put some stop leak oil in the radiator to help with the over heatingThis does not stop over heatingI explained that stop leak plugs up the radiator as well as some other parts of the cooling systemHe also stated that he just put in a new radiator in the vehicle, then put the stop leak in itHe was unsure as what kind of ramification that this would have on the cooling systemHe agreed to replace the head gasket (which had combustion in the radiator) We also would try to flush out the radiator of stop leak to help the cost downWe removed the cyl head and saw the gasket was indeed blownWe sent cyl head to the machine shop to be pressure ck’d, vaccum ck’d and also to be re-surfaced, which I have the receipt forThis is a common practice when we removing any cylinder head from any vehicle, just to be sure the cyHeads have no other problemIt checked out fineWe installed the head, flush out the shop leak form the radiator & the rest of the cooling systemTest drove the vehicle about 8-miles, the vehicle did not run hot nor did it show any signs of over heatingWe let the vehicle idle about 15-minsTo make sure the cooling fans were cyclingThey worked fine at the timeHe return a few days later with a over heating problemThe technician saw that the connector at the radiator cooling fan had been damaged, causing the cooling fan not to work He repaired the connector and also flush more of the stop leak out of the radiatorHe test drove the vehicle again 8-milesAnd came back to the shop to be sure everything was operating properly and not overheatingCooling fans were cycling on & off, and not running hot or overheating Everything at that time was working fineThe customer did bring the vehicle back again a few days later again for overheating Again we thought that because of the stop leak that was put into the cooling system this was causing a blockage somewhere in the cooling system We again flushed out more stop leak and test drove the vehicleAt that time no over heating was noticedHe again brought back the vehicle a few days later for an overheating problemThis time we noticed bubbles coming from out of the radiatorWhich means a combustion leak from the head gasket into the cooling systemIt was determined at that time that it again had a blown head gasket And we also recommended that the radiator be replace to, the stop leak was still in itI told him that he would only have to pay for the radiator and any parts related to the jobHe agreedHe failed to mention that every time he brought his vehicle in that we gave him a loaner car so he could do his jobI don’t think any other shop would do this! We again sent the head to the machine shop just to be sure it was ok, and it wasWe assembled the vehicle, replaced the radiator and installed a new thermostatTest drove the vehicle again, every thing worked fineI told the customer since he just paid for a head gasket that he could pay me when he couldHe agreed and paid $and told me he would pay the rest when he couldI felt bad for him because he is very nice person and just wants his car so he can make a livingI think that the fact that so much stop leak was put in the cooling system that it plugged up the cooling system and the radiator to a point that it would allow the engine to get hot during his work routeWe NEVER had a problem with it running hot after the 1st head gasket replacement except for the last time when we saw combustion bubbles in the radiatorWe are very professional and well estcompany with a great reputation for being fair and for going out of our way to make our customers comfortable with their cars repair experienceI think we did everything we could to save Diego moneyI would be willing to let him pass on the balance if he agrees to retract this complaint, which I do not think is warrantedWe were fair in all aspects of this repairI want him to think that he was not taken advantage of And that he can feel that he bring his car to us for futher repairs without any sort of prejudice at allHe can contact me in person if he wants to discuss this futher

Dear Ms, ***,This letter is in reply of ID ***At Sunbelt we put a strong emphasis on customer service, customer satisfaction and an overall concern with our customers experience at Sunbelt rentals .We started working with Mr*** the week before when he was searching for this type
of truck to rent, we found it in our store near Cincinnati and had it delivered hereWe instructed him he needed to open an account to rent a truck, after days he hadn't opened it, but we went above and beyond to get him accommodatedHe picked the truck up on Wednesday May 10th at 5pmIn his words he was unable to use the truck due weather in days, then had a death in the family and couldn't use for more daysOn Tuesday May 16th he notified the service department that he had a tire with a slow leak and wanted it fixedOur service manager explained that per our contract "Customer are responsible for tire damage and repair" at this Mr *** began to curse and demand we come fix the tire and if we didn't he would refuse paymentOur service manage offered for him to return the truck and end the rental but Mr *** said he was going to pursue legal options.At 10:15pm that night Mr *** put in a service call to our afterhours service, I return the call within minutes, he again began swearing and demanding we fix the tire or authorize him to repair but cover all costsAfter minutes of explaining our procedure he said the tire was bad, he has proof and that it was our issueHe sent a picture to my phone form - feet away but the tire in question is barely visibleI then offered him to bring the truck to our shop and I would have a mechanic look at it, he said no he wasn't going to be in this area, but if I had another tire he would pick it up in his car and take itI told him that due to liability, we needed to do the workHe again went on a swearing tyrant and told me he would contact his lawyer and we would be liable for anyone hurt due to a faulty tire. I then offered to come get the vehicle and bring it back to repair, he refused saying that I would keep the truck and not return itAfter several more tries to have the truck repaired at our facility, he said he is not paying and hung upThe phone call lasted a total of minutes.The following morning I had an email from his sister saying she felt her brother was not treated fairly, after conferring with our District manager he said I handled well, but as a sign of good faith to send our tire repair person to fix the tireI contacted Mr *** and his sister and sent out a tire repair personThe truck was driven off the main road and through a field, tire was repair but were unable to tell if it was recent or an older problemSunbelt has assumed all cost for repair.I am confident we went above and beyond customer service for Mr ***.Thank youWalt Z***Manager

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.Walts response involves several fairy tales Mileage was documented that it was only driven home and sat a few days due to weather and family issues Additional the truck has dual rear tires in the back so it's unreasonable to be able to know if it has a tire issue when unloaded due to weight distribution Mileage alone being miles put on it before issue was discovered should have fixed it without fighting but Walt made it clear he was "numb" to consumer complaints I'm like Walt I don't rent things in it things unfortunately this was forced upon us by a car accident damaging the dump truck e have own since we purchased it brand new and needed a dump well ours was getting fixed So I'm a smart person that takes care of things in my control but when given too broken expect the company to give it too in operating condition Once I realized issue I put air in it and after funeral being gone all day Monday check tire again hr later late Monday and saw air was down again even though didn't move all day Put air in again and checked again Tuesday morning was way down on air again I tried /hoped it was just missed air by service department but to me clearly wasn't ran through service The truck also had zero windshield washer fluid in it which proves my point service didn't check the truck before it went out If Walt doesn't want to fix thingshe should get a little better at making sure service actually looked at a peice of equipment Additional I don't know what the reference to my sister was about, I sent a email Tuesday night too corporate office that's all I can think off he is referring too furthermore the truck was not in a field It was behind it house being used too clean up dirt / rocks from a landslide many years ago After speaking too the tire repair man he stated the tire was previously repaired badly, using a old plug and had a slow leak Its bad practice for a business too not check for tire plugs I told Walt once I saw the issue of the air leak that it had s plug in it He didn't care I sure as heck didn't put a plug in it If I would plug a tire I do it right and know a tire shop that does them for $20-and I would have just taken it there if I caused the issue and not wasted $100s and $100s of money in time getting a company too fix stuff they gave out broken Given the mileage of mile being put on they should have done this right away At this point I want an apology from Walt if no other reason than he's "numb" too consumer complaint statement He shouldn't be a manager if that's his opinion Terrible customer relations Also I want some sorta credit for the inconvience and unprofessional action or lack There off Said
Regards,
*** ***