Golden Rule Automotive

When vehicle arrived it would not start, technician found that the timing belt had broken resulting in bent intake and/or exhaust valves. Customer was advised that engine replacement would be the best repair, but that rebuilding the head and replacing timing components was also an option, although not recommended and would carry no warranty. Customer argued until we agreed to warrant the cylinder head repair for 12 months or XXXXX miles. Timing components would carry our standard 3 year/XXXXX mile warranty. Rebuilding the entire engine was never discussed nor agreed upon. Customer was informed of our policy to receive 1/2 of total prior to beginning repairs if total exceeds $1000.00 and paid the deposit without delay. Upon completion, technician allowed vehicle to reach full operating temperature to ensure cooling system was full of coolant and no leaks were present. He then test drove vehicle to ensure it ran properly and smoothly. After test drive, vehicle was pulled back in to the service bay to double check that there were no leaks, none were found. At this point, vehicle had been running approximately 40 minutes with no problem. Vehicle was returned to customer and balance was paid in full. When the customer left vehicle was running perfectly and no problems were present. Upon returning, vehicle has oiling system problems and "low oil pressure" warning light on. This is when the Technical Service Bulletin (TSB) was discovered for oiling system complaints/concerns. To clarify, a technical service bulletin is merely a note published by the manufacturer that states a common problem or concern, and its remedy, that may be encountered by the customer, usually classified by system and symptom, this is not a recall that is "open" or "closed". When the vehicle arrived originally, it didn't run at all and that problem was addressed, and repaired properly. Those components which the customer elected to have repaired are in fact repaired and still working properly. The issues at hand are a separate concern that wasn't showing signs when original repairs were performed. We are, and always have been, more than fair with customers if a concern arises. The customer was unreasonable and rude to my staff and myself, refusing to see the facts placed before him and refusing to come to an amicable resolution. While this is a very unfortunate situation for the customer, the proper repair was originally recommended and refused. We performed the alternative repair against our recommendations but in an effort to help the customer out. As it turns out, the original recommendation was spot on. Furthermore, after returning with the vehicle the customer brought to our attention that AAA requires approved repair facilities to provide 24 month/XXXXX mile warranty. I was not aware of this policy (again, our standard warranty is 36 months/XXXXX miles) and immediately agreed to honor that warranty on the cylinder head repair that was recently performed. At this point we are not against coming to an amicable resolution with this customer. Absorbing the entire cost of previous, unrelated repairs is not a fair resolution.