ComplaintsforKwik Kar Lube & Tune & Car Wash

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought my Vehicle to Kwik Kar in April of 2021 for a check engine light being on. I brought the car in they told me it was the Thermostat, they replaced it, but the light remained on when I asked them about it, they said "the light will remain on after driving for a while the light will go off". The light never went off by September I needed to get an inspection, so I bring it up there and now it won't pass inspection since the check engine light is still on. they said they would replace the thermostat again no charge since it was replaced in April. They called me back 2 hours later said the vehicle was ready to pick up, but they couldn't do the inspection I had to drive the car for ***** miles before the light goes off, I drive 3 miles away and my engine fans start coming on and the temperature gauge starts to run hot. I drive back to the shop once I pull into the driveway the engine starts smoking. the owner along with **** and ***** came out and said they would take care of the issue. they call the next day told me it was the water pump and that it would cost $1100 to replaced it and I agreed for them to fix it. A week later they call back it's not the water pump, but they believe it's the head gaskets but had to run tests. Two days later I get a call back that after running tests they will have to replace the motor with a remanufactured motor I asked how much it would cost, and **** told me him and the owner agreed to replaced it at no cost to me and said that it would take longer than a week. After Five weeks they finish the car, I get the car home and drive for four days then it starts leaking fuel. I refuse to take it back there after all the issues we had with replacing the motor and charging me for parts that didn't resolve the issue.

  Business response

  03/05/2022

  Customer ***************** came in to the shop in April 2021 for a check engine light on. The code of the check engine light read a Thermostat code. We replaced the Thermostat and cleared the code, informed ************ that he would have to drive the vehicle 60 to 80 miles for the monitors to responded in order to past inspection. 

  ************ came back in October 30,2021 with check engine light back on for Thermostat. I informed ************ that the thermostat was under warranty and would be replaced at no cost. We replaced the Thermostat and drove the vehicle to make sure thermostat was working. ************ was informed vehicle was done and ************ picked up the vehicle. ************ came back about an hour later with vehicle smoking and overheating. ************ left the vehicle with us while we ran a diagnostics. 
  We found a pressure seal from the coolant reservoir had blown. We replaced the coolant reservoir, at no cost, and let the vehicle run for over an hour with no heating issues. We then drove the vehicle and found that the vehicle would only overheat if the ac was on. Upon research we found two possible causes, either a blown head gasket or a water pump not performing properly. We did a block test on the vehicle and the test showed the head gaskets were good. 

  We called ************ and informed him that he had two possible issues, either a blown head gasket or a water pump. We told him that the block test showed the head gaskets were ok and that we believe its the water pump. ************ agreed that it must be a water pump issue and not the head gaskets and asked how much it would be to replace the water pump and how long would it take. ************ informed us that he needed to come up with the money to do the water pump. We kept the vehicle for 3 days before ************ gave approval for the water pump. 

  When removed the old water pump from the vehicle and found the plastic fins on the pump were melted and was not allowing the coolant to flow through the motor. We finished replacing water pump at the end of day on Friday Nov. 5, 2021. On Saturday Nov 6, 2021 we drove the vehicle and let vehicle run with no overheating issues. To make sure vehicle was good to go, we took vehicle on the highway at 60 mph. Vehicle started to overheat again. We found air in the coolant system, so we bleed the system. The air continued to build up every time we took it on the highway and we continued to bleed it. After this we determined the head gaskets were blown and that the water pump and the head gaskets needed to be replaced. 

  ************ came to the shop and we showed him what was happening to the vehicle. Informed him that he had both issues happen to the vehicle. 
  We didn't know when the head gaskets were blown, either because of the water pump or when we drove the vehicle on the highway. We informed ************ that he would be responsible for the water pump since it was part of the problem and that we would take responsibility for the motor since we could have blown the head gaskets while driving the vehicle. ************ agreed. 

  The motor was completed by Mon Nov 15, 2021, but there was one issue, the starter to the vehicle stopped working. We had correct voltage to the starter, but no function from the starter. We called and informed ************ of the problem. We asked him to pay for the starter, just the part no labor. ************ agreed. Vehicle was ready for pick up same day. We called ************ to inform vehicle was ready, he stated he would be in the next day Tuesday, Nov 16,2021. 

  From Tuesday Nov 16 2021 to Friday Nov 26,2021 we called ************ multiple times with no response. On Sat Nov 27,2021 ************ called and stated that we was working out of town and wouldn't be able to pick up the vehicle until Monday Nov. 29, 2021. ************ finally picked up his vehicle on Sat December 4, 2021. After agreeing to pay for the water pump and the starter, ************ was upset and stated he shouldn't have to pay for anything since everything was our fault. ************ did pay for the water pump and the starter. When vehicle left, there were no fuel leaks on the vehicle and ************ has not notified us of any fuel leaks on vehicle after work was done. 

   

  Thank you, 

  **** Stallons 

   

   

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