ComplaintsforSeibert Automotive, Inc.

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On may 17th my car was brought in to Seibert Automotive. The issues of my car overheating,running hot, not holding pressure was explained.They ran tests to figure out the issues and was CERTAIN it was my housing thermostat that was causing my car to do these things. They told me It was going to cost me about $700. They were told to go ahead and fix the issue. On May 22, my car was ready.They charged me 709.50. In ADDITION, $273.57 that was not discussed BEFORE for a window switch remove & replace. On may 22, Siebert automotive was paid $983.07. My first time getting in my car actually driving it was on May 24 to carvers steakhouse. On my way back my car started overheating AGAIN. On may 25th I get it towed back to Seibert. They now say it’s my oil housing that’s causing these issues. They told me it would be about 1000 dollars. June 1st, they stated they test drove my car 3 times,it wasn’t running hot & it was holding pressure. They was satisfied with the job and certain the problem was fixed. I come in pay $1099.19. I get in my car and get on the highway to test drive it. 5 minutes on the highway my car starts running hot, smoking, beeping going off etc.. I immediately get off the highway on ST RT 48 pull into a family dollar. I immediately call seibert automotive and all he could say was he apologize and that they was forsure the problem was fixed Seibert sends randy towing to pick my car up. About a hour later I call to check in with my car we had a pretty brief convo and they was going to call me back. They call back 30 minutes later saying I blown a head gasket that’s why my car is still overheating and not holding pressure and that it was going to be 2500 ADDITIONAL dollars. On top of the 2085 I’ve already paid them. They’ve said they was forsure the first two times what the problem was how can they be certain now? And additional 2500 to what I already paid when I still have no car, spending money on Ubers and everything else because I am without a car.

  Business response

  06/14/2023

  June 14, 2023
  
  
  ****** ******** ****** ** **** ****** **** ***** *** ******* **  *****
  
  
  Re:  Complaint ID:  ********
  
  
  To Whom It May Concern,

              Below is a full explanation of what has happened to said vehicle and the unfortunate additional work that is needed. It should be noted that the gentleman I have been discussing these repairs with has been completely informed throughout this entire process. Pictures, text messages, and phone calls were supplied during these repairs. The individual submitting this complaint had not been in contact with the shop until recently.
  Timeline of Events

              *The vehicle arrived on 5-17-23 due to an overheating issue
  

                According to said contact, this vehicle had been to another automotive shop due to the engine overheating before being brought to Seibert Automotive. The vehicle's radiator had been replaced and yet it continued to overheat.  The customer disclosed that the vehicle had been overheating for multiple days before our initial inspection.

               *Our technician added coolant to the system and found coolant running from the thermostat housing unit. He was unable to pressure test the coolant system due to this gross leak.

               *The customer was advised that a leak had been identified and that no other test could be performed properly until this leak was fixed.  The customer was also provided with additional estimates for repairs that were identified during this initial inspection. These estimates included repairs to reseal the oil filter housing, replacement of the window switch, and new tires. The customer declined these additional repairs. (All estimates are attached with dates.)

  
                Following the repair, another leak was located on the coolant crossover pipe behind the thermostat housing. This leak was identified by pressure testing the coolant system. 

               *The customer came to the shop on 5-18-23 and was visually shown the leak. We explained why the leak was concealed by the original thermostat leak. 
  Customer-authorized thermostat housing repair only. The repair was completed on 5-18-23 but was not picked up until 5-22-23.  The customer paid $597.00 with a credit card and $100 in cash. The remaining $12.50 was waived. This satisfied the $709.50 initial bill.

                *The window switch was not done as the customer had declined the repair.  There was no charge of $273.57 as the customer has falsely accused. An estimate was the only thing provided.
  

                *The coolant system was filled with new coolant and then pressure tested again. No leaks were observed. The vehicle was driven multiple times to ensure the vehicle was not overheating. The vehicle was returned to the customer on 5-23-23.
  

                 *On 5-25-23 the vehicle is towed back to the shop for engine overheating concerns.
  

                 Our technician again pressure-tested the coolant system to identify the issue.  A coolant leak was located at the oil filter housing assembly. (One of the original estimates) This coolant leak was causing the pooling oil to bubble under the intake. The oil concealed any coolant leaks we would have seen.
  The estimate was presented to the customer a 2nd time to fix now both an oil and coolant leak on the top of the motor.

                  *The customer agrees to repair on 5-25-23.

                  *During the repairs, multiple phone calls and pictures were presented to the client. These pictures explain how the vehicle appears to have been extremely overheated and I was hesitant to put the car back together because of more possible unforeseen issues. While texting I said, “I want to be completely transparent about what I am seeing”. With pictures provided, the uncertainty was disclosed before repairs were completed.

                   We were unable to retest the vehicle so it was decided to reassemble the motor so we could again start the motor and retest. Again, the vehicle was test-driven multiple times to ensure the quality of our repair. The vehicle never overheated or showed signs of coolant or oil leaks. The vehicle was released on June 1, 2023 with the understanding that something else could be wrong. This was verbally made clear as client picked up the car.
  

                   *The vehicle was brought back later that same afternoon for overheating. They explained that they were driving it on the highway and the car again started to overheat.
  

                    *After inspection, we found that the head gaskets were now leaking. This was causing the vehicle to smoke and misfire. Things that the vehicle had not done during our previous test drives. 

  
                      In my professional opinion, this entire series of events were caused by how hot the vehicle initially got before our repairs. I had asked multiple times how hot the vehicle had gotten and how far did you drive it? I never received a clear answer. This was due to the fact I was not speaking with the main driver of the car. The owner's brother was the one who I was to converse with, not the owner.  The repairs I suggested were systematic and decisive. We were very persistent in trying to get the vehicle to overheat again after each repair. 

  
                     Our shop has been family owned for over 30 years. We take our jobs very personally and try our best with every client. This vehicle has been a challenge from the beginning, and I want nothing more than to provide a professional service. It is frustrating on both sides trying to resolve these issues. Unfortunately, it is a lot easier to point the finger and make accusations than to resolve this problem professionally. 
  My estimate for the head gasket repair was heavily discounted to help with this ongoing issue. Not once in this post did they mention the extra time and effort we have spent on the vehicle. Instead, they are questioning the integrity of my shop.  

  
  Sincerely,
  ***** ******* ***
  Owner/Operator
  Seibert Automotive, Inc.

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