I brought my daughters car in because of no heat. I was told the heater core was clogged and needed to be flushed to clear the blockage we were charged over 500.00 talk about a rip off. I paid the bill because it was my daughters car. A job that takes literally 1.5 hours. Then recently when we tried to change her tire the tire lock was missing. The lock was in the trunk they lost the lock and wouldn't own up to it. They claim there free extensive inspection does not include removing tires to check brakes. The craziest thing I have ever heard. I had to pay another shop to remove all the locks from her wheels. Terrible customer service from start to finish there money makers. They don't care about the customer period. Go else where. Beware!!!!!
Jerry, Thank you for the opportunity to service your daughter's 2012 Jetta. Although someone had previously installed a new heater core, her Jetta was not providing sufficient heat during the very cold weather that we had been experiencing. With your authorization, we performed several tests on her Jetta, including coolant flow to and from the heater core as well as testing with a thermal imager to validate that the proper temperature coolant was available in order for her to have heat in her vehicle. We tested blend and temperature door operations within the dash and found them to be functioning properly. We ultimately found that there was a blockage within her heater core that was restricting coolant from flowing through it at an adequate rate to support sufficient heat output.. Rather than sell you another heater core, we were confident that we could flush the cooling system and heater core and restore warmth to her while she was driving. Additionally, we performed a courtesy, no charge visual inspection of her Jetta as we do for every vehicle. We did discover that she was due for tires and other services, which we documented with pictures and data, and presented you with our findings to aid in your decision process. . We prepared an estimate for you for the cost of repairs, and you approved the flushing of the cooling system and heater core, but declined any further work. We began the service shortly after your approval of the estimate and were happy to have been able to restore the Jetta to having normally functioning heat once again. With your approval, we kept it overnight to verify its proper functioning. In the morning, you seemed pleased and she picked up her Jetta, once again warm despite the very cold outside temperatures. A month has now passed with no complaints or feedback about the heat, and all seems well with it. Where I believe the trouble begins is that recently, you wanted to remove a tire. As I understand from the call that you placed to us this past weekend, you were unable to locate the Jetta's wheel lock key, which you stated should be kept in her trunk. As you were unable to locate it there, unfortunately, a shop had to remove the wheel locks with methods other than using the factory key. As we are not open on weekends and were not available at that time to take your call, we were unable to answer your questions regarding the location of her wheel lock key. We were able to speak today (Monday) and understandingly, your frustrations were quite apparent. The visual inspection that we had performed on the Jetta during it's last visit included photos of its brake rotors and pads. As your message stated on Saturday and through the conversation had today, you were under the impression that we removed the wheels to inspect the brakes and subsequently misplaced the wheel lock key. The inspection report photos were taken without the need to remove the wheels. Despite our explaining that we do not remove wheels during this visual inspection process and that we had not removed hers, and would only do so with specific authorization, you were not satisfied, became further frustrated, and hung up on us before we were able to reach a resolution. I apologize that we were not clearer up front about not removing wheels during this inspection and understand the frustration that not being able to find her wheel lock key has caused you. I would also question who might have been the last person to use the key in trying to figure out where it might be. I am however glad that your daughter is still comfortably enjoying the heat during this very cold winter and that we were able to do so for her without the very expensive service of replacing her heater core. You are welcome to call and speak to me directly should you wish to do so. Thank you for your time and consideration. Kevin Eckler Owner
- Foreign Car Specialists - Walkway