Hi Candace, Although you recommend our business for service, what could we have done better? Our daily mission is to exceed our customers' satisfaction. This said, receiving a 3 out of 5 rating there must be something we could have done better to exceed your satisfactoin. Your feedback is crucial in order for us to achieve our daily mission. Thanks, David
We would say that this is an unfare rating. One, we did not "replace his vehicle." Two, it came in to begin with for "diagnostic" service due to his A/C not cooling. Three, we did not give an estimated time as to when the actual "repair" would be finished as we did not know what was needed yet. (The diagnostic was still needed) The service he came in for was to determine "why" his A/C was not cooling in which we finished the same day as promised and were able to give him an answer as to what was wrong with his A/C not cooling. His A/C compressor had failed causing the compressor clutch to burn up and blow fuses for the electrical circuit for that system. We informed Mr B that he would need to replace the A/C system and then we would need to confirm there was not any other electrical issues or leaks. He approved the work which naturally would extend the period of time we would need the vehicle. We also informed him that the kit being ordered would not be received for 2 days. Upon receiving the parts (which was received 2 days later in the afternoon), the vehicle was in fact completed that evening. The technician and service manager even stayed after hours to make sure the job was finished as we knew the truck was needed the following day to travel. After completing the job, the system was pressure checked and road tested and no issues were present. It is policy that after a job such as this that the vehicle return at no added expense for us to do a final check with a UV Leak Detection light to confirm the system has no leaks. Although, this was not performed yet, it was determined that one of the A/C hoses (which doesn't get replaced unless it has failed) had in fact started to leak refrigerent. Although this was not our fault, due to the inconvenience and time that Mr B waited in our lobby, we replaced the line at no cost to him and still had it completed around noon when he said he would need the vehicle by.
Keith our service manager spoke with Mr Dominguez soon after his last visit. It was explained that he could bring his vehicle in as soon as it is most convenient for him. In the event that it is in relation to what we did to the vehicle, we would like to make our best effort to take care of Mr Dominguez and the issues he is experiencing. All repairs and services at Middleton Automotive are backed by a 12 Month/12,000 Mile Nationwide Warranty which also comes with Complementary 24 Hr Roadside Assistance.
I believe that is an unfare rating considering no repairs were ever made to this vehicle. It was determined that not only was the timing belt broken, but due to the design of the engine it is considered to be an interference engine. An interference engine will almost always bend valves when the timing belt brakes. This is checked by doing a leak down test. The damages that occured to customer's vehicle meant that the cylinder head had to be removed so that anything damaged could be repaired. This obviously would be a significantly higher cost compared to only replacing the timing belt. The vehicle was given to us so that we could scrap it to recover the costs incurred with the diagnostic time to deteremine the damages. We still have the license plate as it was never requested. Had it been we woiuld have happilly let her pick it up or even mailed it to her.