Orlando, FL 32819-4201
The Customer requested work done on 10/23/2014. We diagnosed the 2001 Mercury Sable LS, as having a cracked Engine Coolant Water Outlet, where the hose connects to the engine. We quoted a price of $422.32, which included a diagnostic charge, replacement of the part that was cracked, labor to replace the part, and coolant.
We told the customer that it is possible that there will be more issues, due to the nature of the cooling system and it will depend on how hot the car ran. We even printed this warning on his receipt:
"Be advised that if the car has been overheated, that internal damage may have happened to the engine or heads of the engine. The total damage might not be determined until the engine is back in working condition."
On 10/24/2014, he returned with a complaint of overheating. We brought the car in the shop to diagnose why it was overheating. We found that the Water Pump was now leaking. We quoted the work to replace it but we were being told that we had mis-diagnosed the original problem and that we need to repair it for free.
After many discussions, we settled on a reduced price to repair the water pump.
It is common, after a part is replaced in a cooling system that other parts in the system will start to fail, due to age and the stress of being overheated. That is exactly what happened in this case. The weakest point was replaced, which then puts more stress on the other items. After we repaired the part, the car left the shop without any leaks. It took over 50 miles for the water pump to fail.
We repaired the car correctly!
The part we repaired did not fail!
We could not see that another part was about to fail
We stand behind our work with a 2 year, 24 month warranty
We gave an extensive discount on the repair of the water pump.
You complained that the truck overheated in traffic. We found a cracked Intake Manifold. It is over 4 hours to repair including a Flush.
Labor at reputable shop will be more than you paid, not including the parts.
We stand behind our estimate and offer the warranty that most small shops can't afford to offer.
We hope that your repair lasts.
Joe, thank you for your kind words about mentioning the refund. As you know, the water pump was bad after we diagnosed the clutch incorrectly the first time. As you said, we made it right.
Unfortunately, you aare not reading your bill correctly. The water pump was 2 hours labor at $104.00 per hour. The remaining labor is the "Cooling System Flush" which was an added $69.07. for a total labor of $277 .07, not $295.00 as you claim.
I hope you can reconsider your review since you were pretty harsh on us calling us dishonest, when we are not, as I have proven, multiple times for you.