Gold Country Automotive

Review: When check engine/service engine soon lights as well as a previously unseen exclamation point light came on, I arranged for and took my 2001 Prius to Gold Country Automotive where I have been a customer for over ten years. A high voltage coolant pump was found to be inoperative and was replaced and codes cleared. Labor of $420 was charged with $296.79 charged for the pump assembly. In addition the engine cooling system and the high voltage coling system were both flushed, pressure tested for leaks, flow tested, and received new coolant for a labor charge of @200 and $105 for the coolant used. The total was $1,054.44.I shared my upset with this total with several knowledgeable people who agreed with me that it seemed excessive. I, therefore, contacted my dealership, [redacted]'s Auburn Toyota, talked to the head of the Service Department, and got figures as to what they normally charge for this replacement in their facility. Their labor charge would be $360 with the pump assembly costing $157. Only the high voltage cooling system would need flushing for a total of $188 for flush and coolant. [redacted]'s estimated total was $705. (I first talked over the phone to them and later visited them in person to make sure that I had given and gotten the right information.)I talked to the owner of Gold Country Automotive, [redacted], who first offered something like a $400 return of the charges. I asked him to do a good review and let me know the final figure. Later that day I got a call from his female assistant saying that all he could offer was a 10% reduction (namely, $105.44). I told her I was unhappy with that figure, and she claimed that was all he could offer. It was at this point that I drove down to [redacted]'s and talked directly to them regarding their figures.I moved two weeks ago and am still in the throes of unpacking which is why this report was delayed.Desired Settlement: The difference between $705 and $1054.44 is too great to ignore for an 87 year old widow on Social Security. A $400 reduction was too much, but $105 is too little. What do you think is fair?

Business

Response:

At this time I believe it appropriate to refer your complainant to the appropriate state regulators office for further review. Bureau of Automotive Repair, their web address is[redacted] The website offers a link named, File a complaint.. This service is easy and quick for consumers to use.

Consumer

Response:

I am rejecting this response because: no additional services were outlined on the bill. And as far as authorizing the extended repair - I did not get an adequate explanation of what all would be required for the repair and how much it would cost. If I had received this information I might have reconsidered and had the car towed to [redacted]'s.

I had been a satisfied customer for many years and even recommended them to my children, but things seemed to change after [redacted] left. I am dismayed that they are still protesting when the difference is now only $200 - a small sum for them, but a month's groceries for me.

Business

Response:

Our invoice # [redacted] indicates......1) Diagnosis and repair of HV coolant pump, .....2) Flush HV cooling system,....3)Flush engine cooling system......Toyota recommended service at 90,000 miles to Flush engine cooling system...Engine cooling system service was not included in the consumers request for estimate from Auburn Toyota. When I contacted Toyota, their cooling system service was estimated at $188 which would further the written estimate to approximately 1056.00 +/- 1.00. which appears to be in line with the charges for services we had provided. Further on 7-15-2014 at 9:32 AM [redacted] was advised of additional repairs/services and had authorized those services in person. At this point I believe the vehicle was repaired correctly, I have offered a 10% discount for this repair in the form of an in house credit, which we have posted to her account here.