ComplaintsforPolar Bear Auto Care

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my dodge van to polar bear services to have the air conditioning fixed in the windshield wipers. Polar bear punctured my radiator with the condensers of the air conditioning unit that they removed. They also continue to tell me that it was my fault. My radiator was already messed up! which it wasnt. Now the condenser is rattling. Also, I have electrical problems now all my lights keep shutting off and coming back on after 45 minutes. My airbag on the passenger side has a hole in it. You can hear the air release while youre driving. I would like to file this complaint on polar bear services because they have destroyed my van. My van is used for my elderly brother that is quadriplegic. It has a ramp and electric sliding doors, which they cross the wires, and now sometimes it wont open and all the power shut off! I would like polar bear to do a full refund of my money that I paid them to do the air conditioning and the $700 I paid them for the radiator that they destroyed! The cost is $3200. I would like my money back.

  

  Business response

  11/24/2023

  ****************;
  11/24/2023
  ************** brought her **** Dodge Grand Caravan to Polar Bear Auto Care.
  She said she had recently purchased the vehicle and there were issues with the A/C system among other things.
  We performed an A/C inspection, No hand tools are used during this process, an A/C recovery machine is hooked up to the vehicle and an analysis of the refrigerant system is performed.
  We found the A/C system was low, it had a leak. We found the A/C compressor shaft seal was leaking, using a leak detector device, which consists of a wand and a very expensive freon identifier.
  During our inspection we checked all fluid levels, aired up the tires as needed and recorded the tire pressure.
  We found the antifreeze on the radiator core support, the radiator was low on antifreeze, we advised ************** we should do a pressure test on the engine cooling system but she declined.  We topped off the radiator with water.
  **************, was then given an estimate for the A/C repairs and she approved the amount and repairs.
  She also asked us to determine why her windshield wipers did not work. She approved a wiper system inspection.  During our testing we found power and ground at the motor but the motor did not run indicating the motor was failed.  No wiring was touched during the testing except for the wiper motor wires.
  We called ************** and advised her the cost to replace the wiper motor.  She approved that repair also.
  We ordered the compressor for Ms ****** vehicle, and it would be delivered in 1-2 days. We advised **************
  There was an issue after the vehicle sat overnight waiting for parts to come in, the air ride suspension had leaked out and the fenders were almost touching the wheels. 
  We started the vehicle up and could not get the air ride suspension pump to turn on and pump up. We crawled under the vehicle and added air to the external air port and the car raised up so we could move the vehicle to perform the repairs. 
  The A/C repairs entailed replacing: The A/C compressor located on the side of the engine, no where near the radiator, The drier assembly which is attached to the fender in the engine compartment again no where near the radiator, The expansion valve located on the firewall on the passenger side in the engine compartment.  WE DID NOT TOUCH or REPLACE her A/C condenser as was reported in the complaint.
  We also replaced the wiper motor and verified it was working.
  Once the repairs were completed we test drove the vehicle 7-8 miles and there were no issues.
  When ************** came to pick up her vehicle after she paid and went out to her vehicle, she came back in and accused us of breaking her sliding door.  We had no reason to USE the sliding door, or to extend the ramp.  I believe she was having problems with it and was looking for someone to blame.
  WE pulled the vehicle into the shop and one of my technicians took a look at the vehicle, he opened the fuse box and did not see anything failed inside, then he wiggled 2 relays that were zip tied to the firewall on the drivers side ( expansion valve is on the passenger side ) and magically the door started to work again.  We did not know what the 2 relays were for or why they were zip tied not mounted properly.
  Customer left with the vehicle. 09/19/23
  About 200 miles and 2 days later MS ***** called and said her car was shaking and smelled like it was burning and the check engine light was on.  We scan checked the vehicle computer and found there were codes stored in the computer for the engine over temperature and transmission higher than normal temperature.  W inspected her vehicle for FREE, and found the radiator was low again. 
  WE performed a pressure test on the engine cooling system for free, and found the radiator was leaking, as we suspected when she came in 8 days earlier, but she declined the antifreeze cooling system inspection at that time.
  WE provided her with an estimate to replace the radiator and the required items, antifreeze, radiator cap, hose clamps and labor.  She approved all.
  *************, claims we damaged her radiator during repairs,however we told her BEFORE repairs it was  low and was most likely leaking antifreeze, AT THAT TIME ************** declined us looking any further into the cooling system.
  Now she is having electrical problems, the only thing we did electrically to her vehicle was to replace the wiper motor, which in under the windshield in the engine compartment.   Any issues with her lights going off and the ramp not working are issue that were there before and not caused by Polar Bear Auto Care.
  So for this and many other reasons we will not be refunding any of her money at this time.

  She is also claiming we screwed up her electrical system by shorting wires together, why would we do something like that, we have no reason to tamper with a customer vehicle.  Our business model is based on 100% customer satisfaction, we take responsibility if we do something wrong.
  

  As is obvious by the Sheer # of BBB complaints we receive we are an honest shop and have been.

  The customer bought a vehicle from someone that was having issues and found her to sell it to, the vehicle has wire nuts and other unsafe electrical practices.
  

  We suspected her cooling system was leaking during the initial inspection, and asked her if she wanted us to look into it and she declined as you can see on her copy of the work order.
  Thank you for the attention to this matter, sorry for the delay in this matter.
  ***********************
  Managing Partner / CEO
  Jesmon Enterprises **** DBA Polar Bear Auto Care

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