ComplaintsforFlorissant Garage & Radiator

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April I took my car there because I was having diagnostic problems with the engine. They put on a muffler, pipe and a strut on the rear. I paid over $1,200 for the diagnostics and the work, but the work was not completed properly. The strut should be replaced in pairs and they only put on one. This created a safety issue. Within the same week I went back to the auto shop about the issue with having one strut. I was told that they would put the second strut on at no cost, if I purchased it. I feel like the price I paid should've included both struts. My understanding was that they would put two struts on as we discussed over the phone.

  Business response

  05/16/2023

  On 4/10/2023 customer had scheduled appointment for his 02' Mercury Sable LS 3L V6 with initial complaint of Check engine warning light on. Symptom from customer was rough idle and when coming to stop light or stop sign acted like it was going to stall and stated it had stalled out once or twice. He also stated it had been sitting awhile and not driven every day. Took vehicle for test drive and data logged with scan tool and verify driver complaint as we do with every Check engine light. Car ran rough and stumbles,  Active codes in ECM for lean codes on both banks, EGR insufficient and Oxygen sensor codes. Upon diagnosing codes found multiple vacuum leaks at egr valve, and PCV hose do to age as well as cracked fitting and out of range EGR sensor. Called customer with estimate of needed repairs for drivability issues and authorized repairs. Also in same phone call customer added that he wanted Local state MVI/GVIP inspections done to renew plate.  We performed repairs for drivability issues and test drove and vehicle operated as it should no Check engine light or prior related issues with light. Safety inspection failed due to exhaust leak and right rear spring broken on strut. Made estimate for needed repairs to pass safety inspection, called customer with estimate and informed him of needed repairs. Original conversation and estimate stated Right rear strut spring broken, recommend both, exhaust leak at muffler and over axle pipe rusted out. Customer asked what absolutely needed to be done pass safety inspection for budget purposes. Estimate was revised with Just right rear strut parts and labor rather than both (standard labor guide times used) Original exhaust repairs stayed the same and customer  authorized. All repairs were completed and test drive and customer contacted upon completion and when he picked up his car went over invoice in person and asked if he had any questions and said no and thanked us for all the work. 3 weeks later customer called and started complaining about strut and had a 30 minute conversation with him and explained everything again as we did getting authorization for repairs originally. We also tried to work with customer and offered no charge on labor to install driver rear strut as he was charged only labor time for one side and pay cost on strut and did not accept offer and that was the end of the conversation with customer. 
  

  Customer response

  05/23/2023

  THE COST OF THE STRUT THE PART AND LABOR WAS 490.47. THE ENTIRE BILL WAS $1297.51 THERE SHOULD HAVE BEEN TWO STUTS FOR  THAT AMOUNT OF MONEY. I SHOULD HAVE BEEN CALLED SINCE HE WAS ONLY GOING TO REPLACE 1 STRUT.

   

   

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