ComplaintsforMuffler Doctor & Auto Clinic

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my sons ******************** to get a new alternator on this vehicle you have to remove the radiator and hoses etc big job cost 600$ when we picked van up drove home 1/2 mile fine my son drove 11 miles to work next morning and van was smoking with a puddle of antifreeze under it when he got to work . He called me and I came and got the van and returned it to muffler Dr. that same morningI They called me shortly after and told me that there was a hole in the radiator which I am positive that there was no antifreeze leaking there was a car smoking prior to bringing it to muffler Dr.i have brought several cars to this shop and while they Were doing the work if they observed anything else wrong with the vehicle they have always called me and told me that they observed it and if I wanted to fix it my feeling is that when they remove the Radiator it mustve been bumped or something to cause a hole to become in it as of if they noticed there was a hole in the radiator when they removed it to put the alternator and they wouldve contacted me Now they have told me to be another $400 to put in a new radiator my feeling of it as if you bumped it when you were removing it just replace it make it right I paid $600 to have my alternator put in which was a high price I just want it to be fixed right by cottage grove muffler dr

  Business response

  12/21/2021

  So the *** first came in need of a Alternator. To do the Alternator we did have to remove the radiator. So we then replaced the alternator and put everything back together. Then we have to top off the coolant off and let run to allow the thermostat to open to get all the air out. We then put radiator cap back on after we remove all the air and make sure the coolant is topped off all the way. That way now the cooling system will build up pressure so we can check it for leak after we test drive it. We then moved forward with hosing it all off and then test drive the *** then pull it back in to make sure nothing is leaking. Thats what our rule here at the shop to avoid comebacks and to make sure everything is done correctly. Just take that extra 5-10mins to avoid any issues.

   So the customer then came and picked up the *** and drove home without any issues. Then the next day or 2 later they called he was heading into work and noticed it started smoking as he was getting close to work or to work. So I then told the customer lets take a look at it. It could be a number of things. It could be oil or coolant I explained to the customer and then just asked for them to bring it in so we could take a look at the **** ****** Quest.

   So we pulled in the Van and didnt notice any oil and then checked the radiator and took the cap off and noticed it was low on coolant. So we then moved forward and topped off the radiator with coolant and preformed a pressure test. We then found out that the Radiator was leaking at where the side tank where it meet the cooling fins. So it was leaking at the stamped seam. It was leaking on the right side. Where the aluminum meets the plastic tanks on the right side.

   So I called the customer to let them know what was going on. So since they just had work done I offered to help them out to replace the radiator for what I pay for it and just cover 2hrs of labor. For a total of ****** out the door including all the coolant and everything else needed for the job.

   Then she wasnt happy and I explained to her it wasnt anything we did. This stuff can happen especially when its a **** *** original radiator. I then explained Im sorry it happened but its nothing we did. Its unfortunate. Its not like its cracked or anything from us removing it. Its leaking at the seam where the aluminum meets the plastic tanks. But was only leaking on the right side. I then told the customer if you decide to have it done we can save it to show you theres no crakes and offered to show them where it was leaking before we even did the job. She then said Ill get back to you. If I remember correctly the job would have costed around ******* normally just for the radiator and coolant ect to install. So I feel like by me charging ****** to be nice and to help them out was more then fair. Now if it was cracked I wouldve covered the whole job. And I also explained that to her.

   So then a few days later the dad or someone in there family stopped in and I explained to him what the issue was. Then he left and said idk what we are gonna do its a old *** and dont know if we want to put any more m into it Ill let you know.

  So then a few weeks pass bye and the son called and was very polite and asked us to do the work and had a nice conversation with him and he completely understood and said they dont get it exactly *** apologize to me. He then said I get it. Its over 15 years old and things can go out at anytime. I asked him would you like to see where its leaking for a peace of mind and he then said no thats ok. Its completely fine. Plus Im thankful for the good deal youre giving us on the radiator. I then said would you like me to keep the radiator for you to show your mom so she can see theres no crack in it. He said that wouldnt be necessary. Thank you!

  So then about a month later if that goes bye they actually brought in another car to have worked on and we fixed the exhaust on another car they had and he was very happy with the work. So getting this letter comes as a surprise. If they thought I was trying to take ad***tage of them and write a letter to the BBB why would they bring me more work just less then a month after they picked up and paid for the *** Makes no sense especially that theres 5 other shops with in a mile or 2 of us. Ive been doing this since **** and Ive never have had a BBB letter sent to me while Ive been running the shop.
  

  I really strive on treating everyone that comes through the door to treat them as if that was your mom, best friend ect. I try and go up and beyond for people because all my advertising is done through word of mouth.

   

    

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