Rockville Tire & Auto, Inc.

Date: Wed, Aug 31, 2016 at 9:05 AMSubject: Re: [redacted] Complaint ([redacted])To: [redacted] <[redacted]>Hi [redacted],        We did warranty the work 3 different times and at first we did just replace the power steering pump due to...

no hydraulic pressure coming from pump and customer didi not have all the money at the time. When we replaced the power steering pump we let the customer know that there was excessive amount of metal shavings in the system and should replace the rack also before any other serious damage occur. The customer returned a MONTH later and we replaced the rack and pinion system. The steering was very stiff so we replaced the power steering pump again due metal shavings in the power steering system and performed a free flush. The power steering did improve. Another month later the customer is stating the power steering is getting hard again so we replace the power steering pump and the rack and pinion system again and another free flush, and then another week or 2 we did it a 3rd time under warranty. We performed this $1300 job 3 times and still I have to pay the tech to perform this work. Told the customer that I feel that power steering pressure lines and return lines are also clogging up to cause a low hydraulic pressure. Customer did not want to hear it and was cursing up a storm and yelling. At this point there was nothing I could do but say sorry. There is another underlying problem with her steering besides the rack and pump, but those components were all damaged according to all the other mechanics she took it to and also us at Rockville tire and auto. If there any other questions that you may have please contact me directly on my cell # at ###-###-#### Thank you

Date: Wed, Aug 31, 2016 at 9:05 AMSubject: Re: [redacted] Complaint ([redacted])To: [redacted] <[redacted]>Hi [redacted],        We did warranty the work 3 different times and at first we did just replace the power steering pump due to no hydraulic pressure...

coming from pump and customer didi not have all the money at the time. When we replaced the power steering pump we let the customer know that there was excessive amount of metal shavings in the system and should replace the rack also before any other serious damage occur. The customer returned a MONTH later and we replaced the rack and pinion system. The steering was very stiff so we replaced the power steering pump again due metal shavings in the power steering system and performed a free flush. The power steering did improve. Another month later the customer is stating the power steering is getting hard again so we replace the power steering pump and the rack and pinion system again and another free flush, and then another week or 2 we did it a 3rd time under warranty. We performed this $1300 job 3 times and still I have to pay the tech to perform this work. Told the customer that I feel that power steering pressure lines and return lines are also clogging up to cause a low hydraulic pressure. Customer did not want to hear it and was cursing up a storm and yelling. At this point there was nothing I could do but say sorry. There is another underlying problem with her steering besides the rack and pump, but those components were all damaged according to all the other mechanics she took it to and also us at Rockville tire and auto. If there any other questions that you may have please contact me directly on my cell # at ###-###-#### Thank you