In response to Mr. [redacted] complaint, we did the initial testi ng as requested. We did a 5-gas analysis and smoke tested the evaporative system. Based on the results of these diagnostics (results attached) the EGR Valve was, in fact, inoperative and needed replacement in addition to...
the broken T-fitting. There would be no reason for us not to give him the breakdown of our estimate if requested. A copy of the estimate is attached.We video tape the activities in our facility and were able to go back to the video tape of when Mr. Holsinger came into our facility. All questions he asked were answered. We have included a copy of the video on the enclosed DVD. If you put tlus DVD in the computer, select the "[redacted]" folder and then select the [redacted].exe file. It should automatically play th e video. After watching the video, it should be noted that at no time did Mr. [redacted] request a detailed breakdown of the estimate which was, in fact, for $834.38 not for $1 ,000. The estimate is based on OEM parts. The labor hours are based on industry standards for the projected work to be performed. The industry's standard procedure to replace the fuel tank t-fitting does generally require the tank to be removed and reinstalled. As far as the EGR Valve is concerned, we NEVER lie about what needs to be done. Our technician tested the EGR with a vacuum pump and tested the EGR diaphragm, which failed. In addition, the EGR works off back pressure from the exhaust system. Based on that test, there was no change in the pintle movement indicating the EGR valve was bad, plus a potential blockage.Mr. [redacted] states he then performed the work himself based on the results of our diagnostic tests and was able to then pass emissions. We certainly earned the diagnostic fees for the tests performed.
This is a duplicate complaint of [redacted] & review submitted 12/3/16Ms. Andersen initially visited our facility on Sept 24, 2016 where we performed an oil change, tune-up and general inspection of the vehicle. At the time we found a number of issues of which she was informed. As a...
result, the fluids were flushed and the radiator cap was leaking so it was replaced. No further issues were found with the radiator at the time. The vehicle a 2006 Town & Country – a ten year old vehicle. She returned on Dec 1, 2016, stating she had a coolant leak. Upon inspection, the radiator side tank had cracked. The customer replaced the radiator at that time. We charged $145 below the high side Repairpal est. It was also noted to the customer on her invoice that we noticed build up on the water pump; however, it was not leaking at that time. On Dec 3, 2016, she returned & the water pump had begun leaking. It is a coincidence that is was a couple of days later; however, that is why we noted the issue on the customer’s invoice to make her aware there was a problem with the water pump. The customer opted to have us replace the water pump. After reviewing the Repairpal estimate, we were, in fact, $80.72 over the high side Repairpal labor estimate, NOT $200 as she states. (Note: Repairpal estimates do not include shop supplies nor taxes). Therefore, as a courtesy, we will refund the customer $80.72 for the difference. We never replaced any belts as she indicates. Over two months after her initial visit she returned with a cracked radiator, which was fine when she left our facility in Sept. The fact that she is accusing us of breaking her radiator is ludicrous. At the time of the radiator replacement, we indicated to her there was also a pending problem with her water pump. That had nothing to do with the radiator work. If her vehicle is still leaking, we will review it at no charge. We offer a 2-year or 24K mile warranty on all parts and labor we perform.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We agree that Ms. [redacted] did return on two occasions after the initial; however, on the most recent visit on April 1st the repair was overseen by Dave personally and he drove the vehicle with her after the second alignment. They both agreed the vehicle was repaired and driving in proper...
alignment. Ms. [redacted] in her complaint requesting a refund to have the repair completed properly provides no estimate for repair by any other repair shop indicating a defective repair or misdiagnosis was performed on our part.
In response to Mr. [redacted] complaint, we did the initial testi ng as requested. We did a 5-gas analysis and smoke tested the evaporative system. Based on the results of these diagnostics (results attached) the EGR Valve was, in fact, inoperative and needed replacement in addition to...
the broken T-fitting. There would be no reason for us not to give him the breakdown of our estimate if requested. A copy of the estimate is attached.We video tape the activities in our facility and were able to go back to the video tape of when Mr. Holsinger came into our facility. All questions he asked were answered. We have included a copy of the video on the enclosed DVD. If you put tlus DVD in the computer, select the "[redacted]" folder and then select the [redacted].exe file. It should automatically play th e video. After watching the video, it should be noted that at no time did Mr. [redacted] request a detailed breakdown of the estimate which was, in fact, for $834.38 not for $1 ,000. The estimate is based on OEM parts. The labor hours are based on industry standards for the projected work to be performed. The industry's standard procedure to replace the fuel tank t-fitting does generally require the tank to be removed and reinstalled. As far as the EGR Valve is concerned, we NEVER lie about what needs to be done. Our technician tested the EGR with a vacuum pump and tested the EGR diaphragm, which failed. In addition, the EGR works off back pressure from the exhaust system. Based on that test, there was no change in the pintle movement indicating the EGR valve was bad, plus a potential blockage.Mr. [redacted] states he then performed the work himself based on the results of our diagnostic tests and was able to then pass emissions. We certainly earned the diagnostic fees for the tests performed.
This is a duplicate complaint of [redacted] & review submitted 12/3/16Ms. Andersen initially visited our facility on Sept 24, 2016 where we performed an oil change, tune-up and general inspection of the vehicle. At the time we found a number of issues of which she was informed. As a...
result, the fluids were flushed and the radiator cap was leaking so it was replaced. No further issues were found with the radiator at the time. The vehicle a 2006 Town & Country – a ten year old vehicle. She returned on Dec 1, 2016, stating she had a coolant leak. Upon inspection, the radiator side tank had cracked. The customer replaced the radiator at that time. We charged $145 below the high side Repairpal est. It was also noted to the customer on her invoice that we noticed build up on the water pump; however, it was not leaking at that time. On Dec 3, 2016, she returned & the water pump had begun leaking. It is a coincidence that is was a couple of days later; however, that is why we noted the issue on the customer’s invoice to make her aware there was a problem with the water pump. The customer opted to have us replace the water pump. After reviewing the Repairpal estimate, we were, in fact, $80.72 over the high side Repairpal labor estimate, NOT $200 as she states. (Note: Repairpal estimates do not include shop supplies nor taxes). Therefore, as a courtesy, we will refund the customer $80.72 for the difference. We never replaced any belts as she indicates. Over two months after her initial visit she returned with a cracked radiator, which was fine when she left our facility in Sept. The fact that she is accusing us of breaking her radiator is ludicrous. At the time of the radiator replacement, we indicated to her there was also a pending problem with her water pump. That had nothing to do with the radiator work. If her vehicle is still leaking, we will review it at no charge. We offer a 2-year or 24K mile warranty on all parts and labor we perform.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We agree that Ms. [redacted] did return on two occasions after the initial; however, on the most recent visit on April 1st the repair was overseen by Dave personally and he drove the vehicle with her after the second alignment. They both agreed the vehicle was repaired and driving in proper...
alignment. Ms. [redacted] in her complaint requesting a refund to have the repair completed properly provides no estimate for repair by any other repair shop indicating a defective repair or misdiagnosis was performed on our part.