ComplaintsforBoy-Rad Goodyear

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had problems with overheating with my 2001 Chrysler Sebring. I had it towed to the closet shop to me that was open and available. It was there for a little over a week. When I called them they said it was ready to be picked up. I was on my way over the next morning before work with my grandfather. They called me back saying it was now leaking radiator fluid out of nowhere. I Just paid them $2,600 to fix all the problems I had due to overheating. I was in a rush to get to work because I was already running late and they quoted me another $600 to fix it. I told them I do not have the money right now and was it ok to drive to work. They said yes and filled it with extra fluids just in case. By the time I had left the parking lot my airbag light had turned on. When I got to work I noticed a multitude of issues. I work 18 minutes away from the repair shop and contacted them and took pictures of everything as soon as I arrived. There was dents and long scratches all across my back bumper and a big dent/black scratches under the front bumper where they said the radiator is now leaking fluids. None of these issues where documented or diagnosed when I dropped the car off. Someone at the shop must have either rear ended or backed into my car while it was in their lot or one of the mechanics did something to it while working on it/ test driving it. They are refusing to fix it or take accountability for what happened to the car. To get it fixed it would be 600 more dollars or "prove" that they are responsible. I have Pictures of the minor scratches/ dents on car when purchased because I was wanting to get them fixed and pictures of the car after leaving their shop. I ask for a adjustment to my bill for the amount of the radiator. I am going to be getting the radiator and body damage fixed elsewhere because I feel as if my car is not safe there. Following bringing them to small claims court.

  Business response

  12/05/2023

  To Whom It May Concern:

  On November 18, 2023, Ms ******* came in with her 2001 Chrysler Sebring stating that she believed she had a blown head gasket because she has seen oil in her coolant.  She had also stated that her engine had overheated several times and the temperature gauge went to the red multiple times.  We did a block test and the engine passed.  We did a pressure test and found that coolant was leaking from under the timing cover which meant the water pump was leaking as it is under the timing cover and it's timing chain driven.  At that time we were unable to determine if any other areas of the cooling system was leaking due to the leak under the timing cover.  Cooling systems are sealed as the diagrams show and when one area is leaking, proper pressure cannot move through the rest of the system.  The leak being under the timing cover would also explain why Ms ******* wasn't seeing a large puddle on the ground as the coolant was leaking into the engine. We recommended replacing the water pump, timing components, gaskets required to reseal valve cover/manifold/timing cover.  We also recommended the thermostat and housing be replaced as they are frequently damaged during extreme engine overheats.  The engine oil and coolant also had to be replaced with this service.  Ms ******* stated she didn't have enough money to cover the initial estimate of $2882.96 so we agreed to give her a discount of $ 263.22 to get the total to $2600.00 which was what she said she could afford to pay.  We performed the repairs and drove the vehicle.  All seemed fine but by morning there was a puddle of coolant under the front of the car.  We performed another pressure test and found a leak at the radiator tank which is plastic.  We had not seen this leak prior to repairing the water pump because the there was not enough system pressure at that time to make the radiator leak past the water pump leak.  We were only able to see this leak once the water pump repair was completed.  It is not uncommon for plastic to crack when severely overheated especially considering the age of the radiator.  We called Ms ******* and informed her that the radiator was leaking and needed replaced.  She came to the shop with an older gentleman to see the radiator leak herself.  While she was under the vehicle, she notice curb scuffing on the underside of her front bumper.  When she questioned the scuffing, my service manager explained to her that it was the result of years of someone parking the car over parking blocks.  Since Ms ******* has only recently acquired the vehicle and hadn't been under it, it is understandable that she didn't know the scuffing was there. We are not responsible for this damage as it is old and we didn't park her car over any parking blocks.

  We do not feel we owe Ms ******* a radiator as we didn't cause the damage to it and couldn't have told her about it until after we completed the water pump repair.  Also, considering the very large discount we gave her, we feel we showed understanding of her financial situation.  We also offered a lower labor rate on the radiator repair than actual book labor and to replace the coolant at no charge.  We are willing to help her but do not feel we should have to give her the radiator since we didn't cause it to leak.

   

  Thank you for your time.

  ******** ***********-*****

  Manager, Boy-Rad Inc

  Customer response

  12/06/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20939600
  
  I'm rejecting this response for the following: 
  I have a video leaving your shop where my airbag light was on immediately, meaning it had been triggered due to an impact! Confirming my suspicion that someone at your shop either backed another vehicle into my rear end causing the large scratch/dent across the back of my trunk and thrusting the right front end into or over something that in fact caused the damage to radiator and scuffing.  Also, when you did full diagnostic test nothing showed about radiator. The vehicle is being worked on by a local shop in town and they said it is a small radiator leak that was found after several hours under pressure test. They also said there was never any puddles or leaks from car while at their shop for days. Your company stated they found it in a hour after showing me a puddle at your shop in a different location than where you showed me the vehicle, and I'm suspicious of this, as it seems you knew  it was hit and therefore knew and it would leak.  They are charging me $507.08 for it. Also, they said the timing belt and chain had been worked on but perhaps the belt has not been put on correctly causing misfiring. They will be looking into it further after the radiator is repaired and they can do more test driving. In the likely event this timing belt chain has been put on incorrectly, that is another issue that would have to be attended to. As for the large discount that was given to me (that was really appreciated) was a price gouge to begin with. The amount for the timing belt chain for my cars make and model  is  $130 brand new, I was charged over $900 for the part and another $900+ for labor (which is a very hard job so is understandable) but the 5X higher priced part wasn't very generous to begin with. I was given a discount of $263.22. but picked up my car with more body damage and issues than was there when dropped off.  My grandfather had the car inspected from head to toe by his mechanic of 30 years before selling it to me a few months ago and had paid for an undercoating protective spray to be added underneath of the car, the black scuffs and scratches where not there. I have not had any issues with the vehicle until this overheating incident where it had to be put on a lift or hit anything to cause the damage that was present when on the lift at your shop. I understand your shop and employees where trying to assist me with the overheating issues but the body damage and cracked radiator is in my opinion your responsibility to fix. In the last year (let alone the last 3 months) the reviews for your company are not good. Multiple customers are complaining and mentioning the same things have happened to them. I believe your company isn't fair to clients and their cars are not safe in your lot. I ask again for the amount of a new radiator to be adjusted to my previous bill. I will be getting a quote on the body damage to get  fixed that I know was caused there. Id appreciate if we could settle this easily with refunding me the amount for the radiator vs. small claims court where I would be asking for the amount of a new radiator, timing belt chain+labor, and body damage costs. I understand you guys are a business and need to make money but the neglect and damage caused to my car while on your property is your guys responsibility to fix. I hope we can come to an understanding or an agreement on the matter. Thank you for your time.
  

  Best Regards,
  
  ****** *******

  Business response

  12/19/2023

  This is in response to Ms. *******'s second letter.  I am attaching the parts documents for what we put in her car versus what she thinks we put in her car.  Hopefully this will show her that we did not charge her 5x the amount for the part like she claimed.  We replaced the timing chain (not belt) and all of the timing components (guides, sprockets, tensioners and tensioner arm) to ensure that the chain will not fail.  We didn't even charge her the regular retail price for the timing chain kit which is $1197.36.  We charged her 963.28 for the timing chain kit and then discounted that part of the job by $218.89 which she can see for herself on her final invoice.  There was certainly NO pricing gouging here.  The pricing was discussed with Ms. ******* in great detail PRIOR to her approving the job.  She had the choice to take her car elsewhere if she thought the pricing was too high.  She elected for us to do the repairs and we will stand by them if there are any problems as we give her a 24 month/24k mile warranty on our work. 

  As for the radiator needing replaced, my boss has authorized us to replace the radiator at NO charged to Ms. ******* but he will not reimburse her for someone else's repairs.  The radiator is cracked where the tank attaches to the side of the actual radiator and is extremely difficult to damage the exact area without damaging other parts around it.  Plastic cracks due to age and extreme temperature changes and both are at play with Ms. *******'s vehicle even if the mileage is low.

  We aren't even going to entertain Ms. *******'s claims about wrecking her vehicle.  There was NO air bag light on while it was here and we have no way of knowing what happened with the vehicle after she drove away.  

  If Ms. ******* still feels the need to take this matter to small claims court, that is unfortunate but we didn't cause the damage to her car and tried to do all we could to help her when she found herself in a tough situation with her vehicle.

  Customer response

  12/23/2023

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 20939600
  
  I am rejecting this response because: We both know something happened to my car while on your lot. I was hoping we could come to some sort of understanding before having to take it to court because that's going to cost much more and take longer to resolve but you say you are not responsible for the damages when we both know you are. I will be getting the body damage that occurred to my vehicle while in your possession documented and fixed. I will now be asking for the price of a new radiator and full amount of costs for the scratches/dents and body damage that needs fixed. I will be contacting my grandfathers mechanic for any records or documentation he has regarding any prior damages and also will provide any personal pictures/videos I have regarding the damages before and after as well.  I will be contacting you and your company through small claims courts going forward. Thank you for your time.
  
  Best Regards,
  
  ****** *******

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