The Super Roofer

Initial Business Response / [redacted] (1000, 5, 2016/04/28) */ I have tried to contact this customer to resolve this matter but have not heard from himThe vehicle was towed in because it would not startThe reason it would not start is because it didn't have any fuel pressure and the reason for that was the fuel pump was inoperativeWe replaced the pump and the car ran perfectWe had several rains in the area after that and the customer called to say her vehicle had an engine missWe scheduled the vehicle back in and after spraying a water mist under the hood to recreated the dampness of rain, determined that one of the coils was misfiringThis didn't accrue until we sprayed a mist under the hood which is a practice to locate an occasional misfireThe fuel pump corrected the no-start problem but we had no way of knowing that it had an intermittent misfire because it was dry the day the vehicle was in our shopMr [redacted] lives in another city and was never with the vehicle and when explained the situation to him, he agreed to have us replace the coilswe also gave him a [redacted] discount of so I don't know why he has filed a complaint because he agreed to the repair before we ever did any work on the vehicle and as he said in the letterthe vehicle is running fine now

Initial Business Response /* (1000, 6, ***) */
Contact Name and Title: ***
Contact Phone:***
Contact Email: ***
Customer originally left his vehicle on Dec 19th and thought the engine was froze up due to the temperature gauge going up and it had no
heatVehicle was left with no appointment in hopes that we could look at it that dayHe picked up the vehicle that afternoon since we hadn't had the chance to inspect his concernsCustomer was contacted on the 20th and he advised us that he thawed the vehicle out and added antifreeze and all seems to be fineCustomer returned with the vehicle on Dec 21st with the complaint of no heat in cabin and temperature gauge shows overheatingUpon inspecting the vehicle we found the radiator was leaking, coolant muddy, engine misfire cylinder #and engine warning light onCustomer had us replace the radiator and vehicle passed the combustion gas test at that timeThis test reveals if engine combustion is getting into the coolant, which would indicate possible cylinder head, head gasket or engine block damageIt was unclear how hot the customer got his vehicle prior to us looking at itCustomer declined coolant flush or misfire diagnosesTest drove vehicle after radiator was replaced, vehicle did not overheat and cooling fans did engage as designedVehicle had a misfire and hesitation however customer declined any further repairsCustomer contacted us on January 10th or 11th and discussed the matter of his vehicle steamingWe advise that we would check into the repairs and let him know our findingsCustomer was called back on the 13th and advised that the technician did perform a chemical combustion test which the vehicle passed at that timeWe did offer to help with pricing on repairing the head gasketsCustomer stated that he had already purchased another vehicleCustomer has been notified and situation has been resolved
Initial Consumer Rebuttal /* (2000, 8, 2017/01/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Management contacted me promptly regarding my concerns and a satisfactory resolution was reached quicklyI will return to Rick's for service in the futureThanks to all involved

Initial Business Response /* (1000, 5, 2016/04/28) */
I have tried to contact this customer to resolve this matter but have not heard from him. The vehicle was towed in because it would not start. The reason it would not start is because it didn't have any fuel pressure and the reason for that was...

the fuel pump was inoperative. We replaced the pump and the car ran perfect. We had several rains in the area after that and the customer called to say her vehicle had an engine miss. We scheduled the vehicle back in and after spraying a water mist under the hood to recreated the dampness of rain, determined that one of the coils was misfiring. This didn't accrue until we sprayed a mist under the hood which is a normal practice to locate an occasional misfire. The fuel pump corrected the no-start problem but we had no way of knowing that it had an intermittent misfire because it was dry the day the vehicle was in our shop. Mr. [redacted] lives in another city and was never with the vehicle and when explained the situation to him, he agreed to have us replace the coils. we also gave him a [redacted] discount of 104.00 so I don't know why he has filed a complaint because he agreed to the repair before we ever did any work on the vehicle and as he said in the letter. the vehicle is running fine now.