In response to the reply from Mr. [redacted] at Tony’s Brake & Alignment dated August 17, 2015:1. The explanation of the bellows boot’s construction and possible failure along the manufacturingseam is reasonable. However, I find it highly unlikely that both boots naturally failed at thesame time. Furthermore, had the boots failed after the tie rod end repairs were made then[redacted] would have seen that the metal clamps were still in place (they are not). If the boots hadfailed before the repair was made then new boots should have been installed at that time (ofcourse, at an additional cost). The bottom line here is that the technician either cut the bootsintentionally or tore the boots cleanly while removing the clamps. Either way, the boots werenegligently left open to the elements for grit & grime to enter the system and ruin the seals onthe steering rack.2. Clearly, we are not getting anywhere with this situation as both sides feel they are in the right. Iam formally asking the Revdex.com to step in and mediate this complaint. I am seeking damages of$776.73 for replacement of the damaged steering rack as well as a $359.80 refund of the initialexpenditure for the repair of the tie rod ends which was a wasted expense now that a newsteering rack will have to be installed.Thank you for your assistance in this matter.[redacted]
T[redacted]
[redacted]
| realize that the customer may not have vast knowledge of automotive repair. We deal with that on a daily basis and do our best to educate customers when needed. The outer clamp on the bellows boot is just too easy to remove with a pair of pliers to believe the boots were cut. As I stated with photos before, the mold in which the boots are made leave a seam where that boot was torn. I have seen this many times, the accordion effect of that boot will pull and rip that boot cleanly. I accept the fact that the customer has a issue with his vehicle and that he was told by a Technician that the boots were cut. I also realize that when the car was brought in and the customer was under the vehicle, [redacted] may have agreed with the customer that the boots appeared to be cut. But, since no one was with the technician at the time of repair, we are left to go off knowledge as well as assumption.I have no doubt if [redacted] truly felt that the boots were intentionally cut, [redacted] would have installed a new rack and pinion for you at no cost. That is how business should be handled and that is how we do business. We fix things more often than I would like to admit, but the fact of the matter is people make mistakes and when repairing vehicles other components can get damaged. In this case however, [redacted] believes there is a 50% chance the boots were cut. Hence, the reduced price on installing a new rack and pinion. I personally believe there is almost no chance the Technician cut the boots to remove them, but I went even further to reduce the price on replacement, covering more than half. Although I had not given thought to the tie rods already replaced, I will be more than happy to give a refund on the $165.46 for the tie rods if they are returned to us.I also want to clarify. I used the word maliciously in my response, and I believe that had the boots been cut it would have been a malicious act, not a result of inexperience.[redacted]
[redacted]
I would like to first address the accusation and or assumption that the technician deliberately cut off the ends of the rack and pinion bellows boots. The end of...
the bellows boot fits loosely on the tie rod end and is held on by a clamp. I assume the customer believes that it may have been a time saving effort or a malicious act by the technician. The act of cutting the boots would have taken longer and makes zero sense for any technician to do. Although the technician is no longer with us I do not believe this was a malicious act done intentionally.
To the issue regarding the cuts torn boots allowing dirt, debris and moisture to damage the seals and cause a leak. Although that is one possible cause, there are two other equally possible causes for this. Every time the steering wheel is turned, the rack portion of the rack and pinion slides back and forth through the end seals. Over time the steel rack wears on the rubber / teflon seals. Eventually, this can cause fluid to leak from the power cylinder, The last most common cause of a power steering leak is seal damage from metal particles that build up in the fluid from the pinion gear and rack gears and from the metal components in the power steering pump. Over time these metal particles Will damage the end seals as well.
Although I can not account for 4 of the weeks the customers claims to have been waiting on a response from [redacted], I do know at the time the customer requested to speak to the owner, the owner had her gallbladder removed and was out of the office for two weeks. We apologize for the slow response.
The regular cost for replacing and rack and pinion, including the alignment would run $776.73. The final offer to the customer was a reduced price of $356.85.
Although the customer has not stated, I assume he would like Tony's to cover the complete cost. Taking into consideration that the car has almost 220,000 miles I do not believe it is beyond the realm of possibility that the leak may have been caused by normal wear and tear. We also can not account for the 12 months between repair and the customer bringing the car back into us. This is the reason we have offered to cover a little over half of the cost of repair.
Tony's Brake & Alignment is a reputable family owned business that carries an A+ rating from the Revdex.com. Like my Grandfather and Father before me I care deeply about the quality of repair and reputation of this business and there is no evidence to dispute this. We service thousands of cars a year and have been in business for over 50 years. We have been able to do this by being honest and doing quality work.
We look forward to your recommendation on resolving this issue.
Thank you,
[redacted]
In response to the reply from Mr. [redacted] at Tony’s Brake & Alignment dated August 17, 2015:1. The explanation of the bellows boot’s construction and possible failure along the manufacturingseam is reasonable. However, I find it highly unlikely that both boots naturally failed at thesame time. Furthermore, had the boots failed after the tie rod end repairs were made then[redacted] would have seen that the metal clamps were still in place (they are not). If the boots hadfailed before the repair was made then new boots should have been installed at that time (ofcourse, at an additional cost). The bottom line here is that the technician either cut the bootsintentionally or tore the boots cleanly while removing the clamps. Either way, the boots werenegligently left open to the elements for grit & grime to enter the system and ruin the seals onthe steering rack.2. Clearly, we are not getting anywhere with this situation as both sides feel they are in the right. Iam formally asking the Revdex.com to step in and mediate this complaint. I am seeking damages of$776.73 for replacement of the damaged steering rack as well as a $359.80 refund of the initialexpenditure for the repair of the tie rod ends which was a wasted expense now that a newsteering rack will have to be installed.Thank you for your assistance in this matter.[redacted]
T[redacted]
[redacted]
| realize that the customer may not have vast knowledge of automotive repair. We deal with that on a daily basis and do our best to educate customers when needed. The outer clamp on the bellows boot is just too easy to remove with a pair of pliers to believe the boots were cut. As I stated with photos before, the mold in which the boots are made leave a seam where that boot was torn. I have seen this many times, the accordion effect of that boot will pull and rip that boot cleanly. I accept the fact that the customer has a issue with his vehicle and that he was told by a Technician that the boots were cut. I also realize that when the car was brought in and the customer was under the vehicle, [redacted] may have agreed with the customer that the boots appeared to be cut. But, since no one was with the technician at the time of repair, we are left to go off knowledge as well as assumption.I have no doubt if [redacted] truly felt that the boots were intentionally cut, [redacted] would have installed a new rack and pinion for you at no cost. That is how business should be handled and that is how we do business. We fix things more often than I would like to admit, but the fact of the matter is people make mistakes and when repairing vehicles other components can get damaged. In this case however, [redacted] believes there is a 50% chance the boots were cut. Hence, the reduced price on installing a new rack and pinion. I personally believe there is almost no chance the Technician cut the boots to remove them, but I went even further to reduce the price on replacement, covering more than half. Although I had not given thought to the tie rods already replaced, I will be more than happy to give a refund on the $165.46 for the tie rods if they are returned to us.I also want to clarify. I used the word maliciously in my response, and I believe that had the boots been cut it would have been a malicious act, not a result of inexperience.[redacted]
[redacted]
I would like to first address the accusation and or assumption that the technician deliberately cut off the ends of the rack and pinion bellows boots. The end of...
the bellows boot fits loosely on the tie rod end and is held on by a clamp. I assume the customer believes that it may have been a time saving effort or a malicious act by the technician. The act of cutting the boots would have taken longer and makes zero sense for any technician to do. Although the technician is no longer with us I do not believe this was a malicious act done intentionally.
To the issue regarding the cuts torn boots allowing dirt, debris and moisture to damage the seals and cause a leak. Although that is one possible cause, there are two other equally possible causes for this. Every time the steering wheel is turned, the rack portion of the rack and pinion slides back and forth through the end seals. Over time the steel rack wears on the rubber / teflon seals. Eventually, this can cause fluid to leak from the power cylinder, The last most common cause of a power steering leak is seal damage from metal particles that build up in the fluid from the pinion gear and rack gears and from the metal components in the power steering pump. Over time these metal particles Will damage the end seals as well.
Although I can not account for 4 of the weeks the customers claims to have been waiting on a response from [redacted], I do know at the time the customer requested to speak to the owner, the owner had her gallbladder removed and was out of the office for two weeks. We apologize for the slow response.
The regular cost for replacing and rack and pinion, including the alignment would run $776.73. The final offer to the customer was a reduced price of $356.85.
Although the customer has not stated, I assume he would like Tony's to cover the complete cost. Taking into consideration that the car has almost 220,000 miles I do not believe it is beyond the realm of possibility that the leak may have been caused by normal wear and tear. We also can not account for the 12 months between repair and the customer bringing the car back into us. This is the reason we have offered to cover a little over half of the cost of repair.
Tony's Brake & Alignment is a reputable family owned business that carries an A+ rating from the Revdex.com. Like my Grandfather and Father before me I care deeply about the quality of repair and reputation of this business and there is no evidence to dispute this. We service thousands of cars a year and have been in business for over 50 years. We have been able to do this by being honest and doing quality work.
We look forward to your recommendation on resolving this issue.
Thank you,
[redacted]