Weisemans Total Auto Care

Mr. was at Weisemans Total Auto Care on 12/12/ 19 getting an oil change. While he was waiting, he asked my service advisor (Robert) if he could tell Mr. how much it would be to replace a blend door actuator(A blend door actuator is mounted within the heating and air conditioning system and pivots to divert warm or cool air into different passages within the system to keep the passenger area at the desired temperature. When a vehicle is cold, you may desire maximum heat to enter the passenger compartment). Robert asked him how he knew he needed a blend door and Mr. stated he had it diagnosed at a European Auto shop and he was told he needed his blend door replaced. Mr. however did not know which blend door needed to be replaced other than it was on the passenger side. Robert began to research the parts and found there were 5 different style blend doors that the blend door could have been. Robert was not able to give a quote that day due to unsure of how much the replacement part would be and unsure of labor time. Some of the blend doors you would have to remove the dash to access. Robert asked Mr *** if he could come back by and Donnie (the technician that worked on his car) could look at the blend doors to see which style it was. Donnie did some research on the different blend doors and locations and was able to locate the style and location of Mr. passenger blend door. Robert then put together a quote of 1 hour diagnostic of $85.00 for looking for which blend door that had previously been diagnosed by European Auto as bad, 1.8 labor hours of $153.00 for the repair, 139.02 for the blend door actuator, for an estimated repair of $377.02 before tax. Robert called and received approval to replace the blend door over the phone. Mr. also then requested to add a tire rotation to the repair, which was added for 19.99 for a new total of 435.49 after tax and supplies. The next day Mr. called and told Robert that he had an extended warranty on the car that should pay for most of the repairs. Robert took the info and called the warranty company. He spent about an hour on the phone with them. The warranty company stated that Mr. had already exceeded his coverage amount of $6,995.00 and that Mr. was informed on a previous repair that he was no longer covered. When Robert called him back to tell him Mr. stated he already knew that but thought he would have us try anyway. The repair took longer than expected. Due to location of the part and age of car it took Donnie four hours to replace the blend door. In order to save Mr. money and to maintain the original estimated price, we lowered the hourly rate to $38.25 for four hours so the total was unchanged. When Donnie finished the repair, he tested the blend door and it was found to be in working order. However, he noticed the air was not blowing very cold at idle, and only when he would rev the engine to around 2500rpms would it blow at a normal temperature. Robert called Mr. and informed him of this and asked if he would like us to do a evacuate and recharge on his a/c system for 39.99 or to do a diagnosis on why it is not blowing very cold. He declined these offers. Mr *** came in the next morning on 1/9/20 to pick up his car and Robert explained to him again about the air not blowing very cold and it was only doing it when we had the engine revved to 2500rpms. He then began to complain to Robert about the cost of the repairs. He then paid and left. Mr. called back later in the afternoon and stated the air was not blowing cold even after revving the engine. Robert scheduled him for an evacuate recharge for the a/c. The next morning Mr *** came in stating that he wanted the work to be done for free. I informed him that is there was a problem with the blend door he is covered under warranty to fix. If there is another issue we did not diagnose or fix it was not covered and he would be responsible for the charges. Mr. stated we had not fixed what he brought it in for and wanted his money back. I told him we fixed exactly what he had requested us to fix and if there was any issue with that fix he was covered under warranty. He started to get very loud in the lobby in talking to me and one of the customers had to walk out while he was there. I simply informed Mr. that he had not requested us to fix his a/c or diagnose it, but to replace a part he had diagnosed at another shop and that is what we did, and I reiterated that we would look at the car and if there was any issue with what we had fixed he would be covered under warranty and asked if he would like us to look at what is wrong with his a/c. He stated that if I was not going to do it for free that he was going to dispute the charge and or sue me to get his money back. I told him that I was sorry to hear that, but we fixed exactly what he requested us to perform and it would only be free if it was related to the work that was performed.

Daniel S
Owner
Weisemans Total Auto Care