CarScope Repair & Diagnosis

Service Provider Response

We started supporting Angie's List and recently became a business sponsor/member, whatever they call it. Angie's List used a free service they offered to search all of our customers, find the ones that use Angie's List and send a request for them to make a review. It looks like so far we have had two disgruntled customers that responded. Disgruntled customers happen, but we do our best to take care of our customers. This one is no exception. We looked back at this customer's repair order in question, and found that he needed a heater core. We didn't have notes about any time frame issues, so I can't speak to that. My suspicion and vague recollection is that we could not get a hold of him for days. There would have been no other normal circumstance that would have caused us to delay returning his car to him. But I don't remember those details. We do replace heater cores, so I doubt we told him we could not do it. Sometimes we will price a heater core from the dealership because for some reason their book times are sometimes less than ours and other aftermarket shops' labor guide times and we can save the customer money by sending them to the dealer. MAYBE this is what we did, I do not remember. But we definitely replace heater cores. Heater core replacements are usually expensive because the dash has to be taken apart, and this one is no exception. Maybe he did not want to spend that much money on it, maybe we referred him to the dealer as a courtesy to save him some money, I honestly don't remember, it was a while back. But typically we do replace heater cores and it would be very odd if we told him we could not. Yes we did not charge him, but what he did not mention is that we also bypassed his heater core for free so he could continue to drive without leaking water (though there would be no heat). This bypass was not some desperate effort on our part due to incompetence but a kind gesture to help him be able to keep driving without having to do the repair immediately (with us or anyone). I hope Mr. Perry sees this review and it helps him understand our side of this issue. I do not recall if he ever voiced concerns about this to us. But we are always ready to explain our actions to those that mention a concern. We make mistakes too but we generally try to make it right.