ComplaintsforEuro Tech

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called in to ask how much for installing a radiator for a 2009 e350 I was told a price of 330 which is in the ballpark with other shops that I called this work take two to three hours for instance ***** ***** which is a shop not two blocks away said they would install for 300 for 3 hours of labor Since the price was very similar I decided to go with euro tech since ***** ****** were very busy that day my radiator was leaking transmission fluid even though it was slowly leaking I could still somewhat drive the car since it was not leaking much coolant took my car to euro tech for repairs I explained how ***** ****** did look at the car and informed me of the leak so I dropped my car off and ask of other repairs I was considering later I was sent a quote for those repairs once a adjuster arrived at the shop so I left after a terrible bus ride home I get a estimate saying the repairs for my car radiator would be 500 including tax mind you I supplied my own radiator nearly a 200 hundred dollar difference then what I was told over the phone my argument is this shops work on cars everyday and put in 100s of radiators so they should have a very precise estimate of repairs there was nothing bought to my attention that would make my car price higher then the normal $330 price that I was given which was inline with other shops prices if they told me 480 or 500 up front I would of definitely took my business elsewhere Also upon picking my vehicle they failed to mention the new radiator would not hold coolant at all and as soon as I left it drained out the car immediately I barely made it home they mentioned over the phone that the tube was loose and was trying to sell me another one I explained repaying labor and parts again was not a option since I just paid them 500 dollars I was upset it cost that much and want 200 back to match the original quoted amount also I want 300 back since they didn’t check to make sure the radiator fit tubes and all before installing it

  Business response

  12/12/2023

  Our team here in Euro-Tech always strives to provide top quality work and love taking great care of our customers.
  The estimate or ball park figure given by phone was just a ball park and not the correct/actual price. It is subject to change. We cannot remember the exact charges of every job of every component on every vehicle make and model. 

  After the vehicle arrived, the service advisor called the customer to inform him that the actual price is $500.24 and to get the customer's approval first. The customer did give his approval, he did not decline it. So the technician proceeded with the work. The amount of $500.24 was authorized by the customer and there is no refund.  Also the customer was clearly informed that there is no warranty applicable for providing his own part.  During installation, the technician noticed that the part was defective and halted the work. He had no way of telling right away that it was bad. It showed during installation.  It is not true that the customer was not informed about the defective part. The service advisor did call the customer to inform him of the situation and actually offered another option that we provide our part instead. The customer declined and told the advisor to still proceed. He was fully informed and aware that the part he brought in was defective and still drove his vehicle in that condition, unfortunately.

  We are sorry to hear that the customer did not get his desired outcome.  We take great pride in providing top notch work, price our work fairly and competitively.  This is why our loyal customers give us their continued trust for over 20 years and counting. Thank you for the opportunity to hear our side.

  Business response

  12/14/2023

   

  It is not true that the customer was not contacted or informed about the defective radiator.  

  The advisor wrote down on the internal log that the customer was contacted around 10am of December 7 and clearly explained to him that the radiator he brought was defective due it was leaking coolant, and offered the option to replace it with our own supplier's part which he declined. The customer was clearly informed that no warranty applies due he provided his own part.  The customer gave his okay to continue installing despite the defective part.  Also noted that the customer mentioned about contacting a store to get a refund and may call us again the following week. Our phone history showed the call to the customer was made at this time and date. 

  At around 12noon of the same date, the advisor did send a company text message to the customer that the car is done and ready for pickup. This is true. We performed what he authorized us to do. He texted back that he is on his way to pickup.  He came in, paid his bill in full without issue and left fully aware his vehicle has a defective radiator in it. In addition, it was also written on his receipt that the part was a defect and will not hold coolant.

  We will be happy to assist the customer with his vehicle needs.  We always strive to give top quality workmanship and providing great quality parts at very competitive prices.

  Thank you.

   

   

  Customer response

  12/19/2023

  This was another radiator install on my car before euro tech by ***** ****** they cracked the bottom of this radiator so it leaked transmission fluid but it hold coolant fine I included this radiator to use as a reference to the size and placement of the holes of the radiator to compare to the one euro tech installed which I sent via a picture notice the size of the holes are identical in size 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩