Kwik Kar Auto Repair & Service Center

On 6/18/15, the customer brought his Lincoln LS into our shop, saying that the car would overheat within minutes of starting it He mentioned that he had replaced the thermostat himself but wasn’t sure if he had bled the cooling system correctly After testing the vehicle, the customer’s issue was verified Upon further diagnosis, it was discovered that the cooling system was leaking at the thermostat housing The customer was informed about our findings and he said he would purchase the partHe brought it in and we replaced it, bled the cooling system, and performed a pressure test We also test drove the car for about minutes on the highway The vehicle did not overheat, so the customer was informed that his vehicle was ready He picked up the car on 6/ Three days later, he called and informed us that the car overheated We picked up the car and it was discovered that there was a leak from a plastic cooling elbow that runs from the thermostat housing to the engine block The customer came to the shop and was shown where the leak was He acknowledged the leak and said he would purchase the part himself We informed him that the repair called for labor hours at a cost of $ However, we would charge him for only one hour at $93.37, thus saving him $ He approved the repair and thanked us for the substantial discount In the course of removing the intake manifold, the fuel pressure regulator, a plastic part attached to the intake manifold, got cracked The customer was immediately called inWe showed him the damaged part, explaining that plastic gets very brittle with heat and that such parts often break during removalHe understood and agreed to the repairs Our service manager waived the labor charge while the customer said he would bring the part in After the repair was performed, the vehicle was once again checked for any coolant and fuel leaks, bleeding the cooling system as per Ford’s recommended procedures The cooling system was pressure- tested as wellHaving found no leaks, the service manager test-drove the vehicle for about half an hour, during and after which the vehicle did not overheat The customer was called in to pick up the vehicle on 6/29/ On 7/2/2015, the customer arrived back at the shop with another coolant leak which was now coming out from the top of the radiator The customer was given an estimate for its repair, which he then declined He felt that the leaks were due to us not bleeding the cooling system correctly However, Lincoln LS engines will overheat within minutes of starting if the cooling system is not bled correctly We had made sure to pressure test and also test-drive the vehicle after every repair we had done, and it did not overheat after 20-minutes of driving while in our careWe are confident that we took all the proper steps to ensure that all repairs done on this vehicle were necessary and completed at the time We would ask the customer to remember that, as we had already informed him during his visits, the vehicle had overheated several times before he brought it to our shop We have no way of knowing at the outset how badly the components in his cooling system had gotten stressed throughout that timeThe fact that components are failing one after another, we told the customer that with the vehicle having overheated several times, it is possible that the engine might have damaged the head gaskets, but this is not possible to determine for certain Our policy, to which this customer agreed, states that when a customer brings in their own part(s), we cannot warranty the part However, we have tried to work with him, such as by giving him a nearly 75% discount for the labor on one of those repairs, and then charging 0% labor on another repair After the customer had replaced the radiator, he called asking to speak with the owner requesting reimbursement for his repairsThe owner told him that we would happy to reimburse him any amount due to any fault of oursHowever, after investigating the matter with the mechanic and the service manager, it was clear that all repairs were legitimate and were performed correctly, and that the customer was treated more than fairly While we understand his frustration, we feel we have done our best to work with the customer and his vehicle The service manager had a chance to deal with the customer on a more personal level and even to have light-hearted conversations at times / [redacted] Style Definitions */

On 6/18/15, the customer brought his Lincoln LS into
our shop, saying that the car would overheat within minutes of starting
it. He mentioned that he had replaced
the thermostat himself but wasn't sure if he had bled the cooling system
correctly. After testing
the vehicle,
the customer's issue was verified. Upon
further diagnosis, it was discovered that the cooling system was leaking at the
thermostat housing. The customer was
informed about our findings and he said he would purchase the partHe brought
it in and we replaced it, bled the cooling system, and performed a pressure
test. We also test drove the car for
about minutes on the highway. The
vehicle did not overheat, so the customer was informed that his vehicle was
ready. He picked up the car on
6/22.
Three days later, he called and informed us that the car
overheated. We picked up the car and it
was discovered that there was a leak from a plastic cooling elbow that runs
from the thermostat housing to the engine block. The customer came to the shop and was shown
where the leak was. He acknowledged the
leak and said he would purchase the part himself. We informed him that the repair called for
labor hours at a cost of $364.19. However,
we would charge him for only one hour at $93.37, thus saving him $270.77. He approved the repair and thanked us for the
substantial discount.
In the course of removing the intake manifold, the fuel
pressure regulator, a plastic part attached to the intake manifold, got
cracked. The customer was immediately
called inWe showed him the damaged part, explaining that plastic gets very
brittle with heat and that such parts often break during removalHe understood
and agreed to the repairs. Our service
manager waived the labor charge while the customer said he would bring the part
in. After the repair was performed, the
vehicle was once again checked for any coolant and fuel leaks, bleeding the
cooling system as per Ford's recommended procedures. The cooling system was pressure- tested as
wellHaving found no leaks, the service manager test-drove the vehicle for
about half an hour, during and after which the vehicle did not overheat. The customer was called in to pick up the
vehicle on 6/29/
On 7/2/2015, the customer arrived back at the shop with
another coolant leak which was now coming out from the top of the radiator. The customer was given an estimate for its
repair, which he then declined. He felt
that the leaks were due to us not bleeding the cooling system correctly. However, Lincoln LS engines will overheat
within minutes of starting if the cooling system is not bled correctly. We had made sure to pressure test and also
test-drive the vehicle after every repair we had done, and it did not overheat
after 20-minutes of driving while in our careWe are confident that we took
all the proper steps to ensure that all repairs done on this vehicle were
necessary and completed at the time
We would ask the customer to remember that, as we had
already informed him during his visits, the vehicle had overheated several
times before he brought it to our shop.
We have no way of knowing at the outset how badly the components in his
cooling system had gotten stressed throughout that timeThe fact that
components are failing one after another, we told the customer that with the
vehicle having overheated several times, it is possible that the engine might
have damaged the head gaskets, but this is not possible to determine for
certain
Our policy, to which this customer agreed, states that when
a customer brings in their own part(s), we cannot warranty the part. However, we have tried to work with him, such
as by giving him a nearly 75% discount for the labor on one of those repairs,
and then charging 0% labor on another repair.
After the customer had replaced the radiator, he called asking to speak with
the owner requesting reimbursement for his repairsThe owner told him that we
would happy to reimburse him any amount due to any fault of oursHowever,
after investigating the matter with the mechanic and the service manager, it
was clear that all repairs were legitimate and were performed correctly, and that
the customer was treated more than fairly While we understand his frustration, we feel
we have done our best to work with the customer and his vehicle. The service manager had a chance to deal with
the customer on a more personal level and even to have light-hearted
conversations at times