Initial Business Response / [redacted] (1000, 10, 2015/10/05) */ The customer that has filed this complaint has had his wife bringing in the car for approximately five years and has always been an excellent customer, we hope that this can come to an even understanding of what was found upon each visit The vehicle was brought into the shop on 7/3/@ 49,Miles with the complaint of "There's a noise coming from the engine area about 20mph, there's a tapping, very low and very hard to describe." Approval was given to diagnoseA Master certified technician performed the proper diagnostics procedure to determine the noise was coming from the drive belt pulley bearings at that time due to excessive bearing playThe water pump was not leaking at the time of this visit and there was not play present within the water pump bearingThe water pump was checked and was functioning as designed during this visitRecommended repair of the drive belt and pulleys were approved by customer @ 1:26:00pm on 7/3/Vehicle was test driven before leaving the shop and no noise was present after repairs On 8/18/@ 49,Miles (miles & days after the first visit & repair) customer returned with vehicle stating " there is a engine rattle when revving car to about 3,rpm"Approval was given to diagnoseThe same master Technician was assigned to diagnose the noiseUpon removing the coverings to inspect, found coolant leaking from the water pump causing a lack of lubrication to the water pump bearingWater pump pulley was found wobbling and rubbing against the body of the water pump causing the noiseWe recommended replacement of water pump with a coolant system flush and customer approved repair on the phone @ 10:22:00am on 8/18/ The descriptions are very different upon initial concerns, the first noise being noted at 20mph and the second noise at about 3,RPMBoth problems were verified before repairs were recommended, Both repairs were approved by the customer before performedWe hope this has helped clarify and we can be of further assistance to this customer in the future Sincerely, Gunbarrel Import Motors Owner & Staff
Initial Business Response / [redacted] (1000, 10, 2015/10/05) */ The customer that has filed this complaint has had his wife bringing in the car for approximately five years and has always been an excellent customer, we hope that this can come to an even understanding of what was found upon each visit The vehicle was brought into the shop on 7/3/@ 49,Miles with the complaint of "There's a noise coming from the engine area about 20mph, there's a tapping, very low and very hard to describe." Approval was given to diagnoseA Master certified technician performed the proper diagnostics procedure to determine the noise was coming from the drive belt pulley bearings at that time due to excessive bearing playThe water pump was not leaking at the time of this visit and there was not play present within the water pump bearingThe water pump was checked and was functioning as designed during this visitRecommended repair of the drive belt and pulleys were approved by customer @ 1:26:00pm on 7/3/Vehicle was test driven before leaving the shop and no noise was present after repairs On 8/18/@ 49,Miles (miles & days after the first visit & repair) customer returned with vehicle stating " there is a engine rattle when revving car to about 3,rpm"Approval was given to diagnoseThe same master Technician was assigned to diagnose the noiseUpon removing the coverings to inspect, found coolant leaking from the water pump causing a lack of lubrication to the water pump bearingWater pump pulley was found wobbling and rubbing against the body of the water pump causing the noiseWe recommended replacement of water pump with a coolant system flush and customer approved repair on the phone @ 10:22:00am on 8/18/ The descriptions are very different upon initial concerns, the first noise being noted at 20mph and the second noise at about 3,RPMBoth problems were verified before repairs were recommended, Both repairs were approved by the customer before performedWe hope this has helped clarify and we can be of further assistance to this customer in the future Sincerely, Gunbarrel Import Motors Owner & Staff