ComplaintsforSantos Auto Service Co.

• Initial Complaint

  06/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Spent 2k to fix my coolant issue. Drove the car under 50 miles. Overheated again. They picked it up and looked at it again ( mechanic left his towel under the hood first time too) they said a new hose burst and it would cost me $450. I said I refuse to pay that I would pay for just the part since they had the engine apart a few days ago. They told me they would fix that hose for $150. I said ok. Got a call next day saying it was something else and now they want $650. Not at all happy with how they are doing business. The new problem is mostly labor and if they did the job first time right this would not happen. Willing to pay parts no more labor

  Business response

  06/23/2021

  The incident the customer is addressing occurred between 6/2/21 and 6/11/21. The customer originally brought his 2006 **** ** ******* in for an overheating problem on 6/2/21. We determined that although the customer’s vehicle had over 151,000 miles and was severely overheated, that coolant thermostat housing was the only coolant leak present at this time. We replaced the leaking thermostat housing and pressure tested the cooling system. It was determined that no more leaks were present at this time due to holding pressure in the cooling system for over 20 minutes and road testing the vehicle multiple times.
  

  On 6/11/21 the vehicle returned for overheating issues. It was found at this time that the electric auxiliary water pump and one coolant hose underneath the intake manifold was leaking coolant. We did not remove the intake manifold to complete the previous repair and the cooling system was holding pressure, so this was unable to be foreseen. We personally showed the customer where the previous leak was and where the new leak was when he came into the shop in order to show how the two repairs’ time do not overlap. We also explained that the customer would not have been able to drive the vehicle the 348 recorded miles between the services if the cooling system had a leak. 
  

  As a courtesy to the customer, we gave him a discount of 50% due to the recent problems with the cooling system. The total for parts and labor was $436.85 after the discount. When the vehicle was paid for and picked up on 6/14/2021, we explained to the customer about the brittle state of his cooling system and gave a copy of all of the parts involved in the cooling system. The customer signed a copy of the invoice stating that he understands the complexity of the cooling system and that the only parts of the cooling system under warranty were those replaced.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩