I did not write a complaint letter because I called and went to the store and talked with the owners. I have owned this car since DEC 2012. I have never had any repairs done on the engine in any way. Oil changes, tires and brakes only. On 27 APR 16 I brought my 2003 Cadillac CTS into Autosmith for a repair on my water pump that had seized up while driving. They fixed that and I got it back on 28 APR 16. Today 03 MAY 16 my car started smoking and draining coolant on the ground when I arrived at work. I am an aviation mechanic and not completely stupid. When I opened the hood of my CTS the surge tank inlet hose was broken at the radiator and spitting coolant everywhere. Once the coolant stopped spitting out at me you could see that the fitting on the radiator itself had been broken and someone had tried to glue it back together. I called Autosmith and explained the whole thing. I went down there and showed them the pictures I had taken on 27 APR 16 right before taking my car to them. In the picture you can clearly see that the hose was fully attached, no gaps, no nothing. I showed them the glue chunk which was thick and clearly brand new since it was pristine white. I showed them the gap in the hose setting they left with the glue chunk hanging out of it (the hose no longer sat snug to the radiator). I showed them the picture of the glue that was clearly still new and white on the radiator itself (into which even the plastic inside the fitting had been discolored a shade of orange from coolant over the yeas) and into the fitting area which could not be cleaned with a pressure washer. I showed them that there was no indent in the hose itself as there would have been if the hose was covering this rather thick piece of glue for over 3.5 that I have owned the CTS, to have been done by the previous owner. He refused to listen to me and was dead set on that his mechanic would not have done that. He trusted his mechanic and would not fix what was broken. He claims that they did not remove that part at all. He says that instead of removing all the hoses from right in front to the water pump they disconnected them from the back and brought them all forward over my car. 1, that makes no sense to do that as all the lines would be in the way of the repair of the water pump still and 2, in doing that it would put to much pressure on the radiator fittings and cause them to crack and 3, leaving them in the way like that would could have caused him to hit them wrong causing them to crack will replacing the water pump. He says that his 2 part compound they use is gray and dries gray. Okay got that but he also told me that he charges $40.00 for it. His mechanic probably did not want to pay for the damage and just used some type of glue from his tool box as it seems like it is superglue to the eye. They tried telling me that because of the pressure wash to clean the engine of coolant that had spilled with the damaged water pump the glue would be white. If that glue had sat for over the 3.5 years I owned the CTS it would NOT be white no matter how much you cleaned it. And why would he then turn around and offer my the radiator fix at price of maintenance repair hours cost. Which means a free radiator but still charging my basically $300.00+ for labor. It is clear as day when you look at all of the pictures taken before and after their fix that they broke this part. I am rather upset that I would even have to do this and have to take the time out of my day for all of this. Now I have to pay to fix what they broke on top of it!! Is it because I am a female they feel this is okay? Everyone that has looked at my car as agreed that this was damage caused by them doing the water pump repair. the picture I sent, the top left of the hose minutes before I sent it to the shop as it was broke down on 26 APR 16
I want them first of all to admit that they lied and messed up. Then I also want to be reimbursed the amount per book time for the cost of repair and part cost for the radiator I had to buy and pay someone else to fix after they broke it and refused to fix without charging me another 400+ and the cost of my coolant to refill it, 1 at the time it happened to get it out of there and 2 after draining the system to replace the part and refilling it.
We would love to have had the opportunity to address this issue with the customer but since she has refused our numerous requests to have the vehicle towed in for inspection, our hands are tied. As with any repair facility our warranty dictates the vehicle must be brought to our location to properly inspect the vehicle in order to come to any resolution with the customer.
In no way would it be good business practice to not take responsibility for any damage that may or may not have happened in our facility. Again, without seeing the vehicle, any resolution is impossible.
We have reached out, via certified mail (tracking number: ************************), to the customer and enclosed a cashier's check for $100 because good business practices dictates that we try to remedy this situation to the best of our ability even though we had no opportunity to inspect the vehicle and did not work on the part in question either. This was the amount the customer quoted us while here in our facility to purchase the radiator and install it herself.
Certified mail shows notice of letter attempted delivery to customer on Monday, May 9, but has yet to be picked up from the post office.
Attached are documentations of the letter sent, as well as our record of events.
(The consumer indicated he/she DID NOT accept the response from the business.)
I went in person to the store, explained everything, showed them all the pictures and the glue chunk with a witness and this places proceed to tell me how it was not thier fault. That they would not replace what they broke. I made it very clear that I wanted it fixed but was not willing to pay them to fix what they broke to include a tow bill to have them look at it. If they wanted to see it due to those reasons they could have made the trip to where the vehicle was located at. It was Un drivable due to losing all oF its coolant with the busted line. Who in their right mind is going to pay a shop to fix what they broke? Had they been willing to fix what they broke, I would have brought it back. Why would I trust a place to touch my car again when they out right lie and cover stuff up? Why would I be out another $400. To a shop to fix what they broke, while wondering what they would break next? I tried with phone call after phone call and going to the shop to deal with them to get this fixed. All this shop saw was a female driving a cadillac and tried to extort as much money from me as possible.