Waldorf Service Center

RE: Complaint ID [redacted]Dear Mr. [redacted].In response to complaint ID [redacted], the owner's vehicle was towed to our shop on September 23, 2016 for a "no start" problem. The engine cranked over but would not start. After performing several diagnostic tests our technician determined that...

there was no fuel pressure, The first test we performed was a computer diagnostic test in which we checked to see if any fault codes were present. There were 2 (two) fault codes present. The first fault code was P0232, Fuel Pump Secondary Circuit Fault and the second code was Pll 405, DPFE (Differential Pressure Feedback EGR System) Sensor System Fault.The only code that would prevent the vehicle from starting would be P0232 Fuel Pump Circuit Fault. The other code is part of the emission system. The technician tested the filed pump system and found the fuel pump had the correct voltage going to it and the ground circuit was good After determining the power de ground circuits were good he tested for fuel pump pressure using a fuel pump pressure gauge. When tested, the fuel pump had 0 lbs. of pressure. The fuel pump is located in the gas tank of the vehicle.At that time we contacted the vehicle owner and explained the reason it would not start was because the fuel pump was bad gave the estimate and the owner authorized the repair. The owner told me that the vehicle had just come from another repair shop. She said the other shop said her battery was bad and that is why it would not start. Once the battery was replaced the vehicle still would not start, that's why it was towed to our shop.
Once the pump was replaced the vehicle started and ran. The technician erased the fault codes with the diagnostic scanner and test drove the vehicle. While driving the check engine light came back on. After returning from the test drive the technician re-scanned for fault codes. The Only code that was present was P405, DPFE fault code. The code was present because the hoses that go to the DPFE sensor were not attached to engine or sensor and the sensor was partially melted.
I contacted the owner regarding the faulty DPFE sensor to see if they wanted us to replace it. The owner said no and that one of the hoses was in the back of the vehicle because it kept falling off due to the sensor being partially melted where one of the hoses connect. Owner picked up vehicle, paid for repairs and drove vehicle away. On October 10, 2016 the vehicle was towed back to us because it would not crank over. The lights were very dim and nothing happened when the technician tried to start the vehicle. The technician was going to test the battery first but noticed that one of the battery cable ends was corroded and not very tight. After trying to tighten the cable end he noticed that the end of the battery terminal where the cable attaches had loose clamp bolts that would not tighten because the threads inside the terminal end were stripped
The technician removed the cable end & replaced it with a new on, cleaned the corrosion on the cables and tightened them. At that time the van cranked over and started up right away. We tested the starting & charging system to make sure the battery, alternator, & starter were within specs which they were. notified the owner, explained what the problem was and advised her that these were two totally different symptoms. The battery cable end should have been replaced when the battery was installed at the other repair facility; the cables had to be removed from the battery to replace the battery.
When we first received the vehicle the engine cranked & cranked but would not start. When we received the vehicle the second time the vehicle did nothing, no crank, no clicking, and the lights were extremely dim as if the voltage was extremely low. In actuality the symptoms were due to the stripped battery terminal. I actually gave the broken battery terminal to the owner so she could see just what was wrong.
In trying to be fair with the owner we did not charge her any towing fee nor did we charge her any diagnostic fees. I feel we were more than fair and based on our rating with the Revdex.com complaints de dissatisfied customers is not a common occurrence. I try and understand everyone's situation and usually side with the customer if there is even the slightest possibility we were at fault for a problem whether due to workmanship or parts that may have been defective.