Hey Angie! I'm sorry you feel your experience here led to disappointment and that you feel the time-frame was longer than normal. Customer satisfaction is our #1 concern here and we manage that by being upfront with our customers as far as expectations. We are known to be a shop with very quick responses and turnaround times, which was demonstrated when we were able to get your vehicle scheduled the next day (Tuesday morning) after you called on Monday. Your vehicle had an unknown coolant leak so at that time, it was unknown how long your vehicle would be here. We had your vehicle diagnosed Tuesday around 11am which is our standard procedure. We informed you that, with parts availability and our current schedule, we would be shooting for a completion time at the end of the day Wednesday. We also said we will let you know when your vehicle is completed, as we do with every customer. We never put a 100% hard due date on anything as cars can have several unknown factors. We let you know we are aiming for the end of day Wednesday. We got started on your repairs the same day your vehicle was brought in and we actually found another failed component after we were able to tear down the vehicle. We reached out, updated you and let you know that we will need to order this other part but from what we can see, we will still be shooting for end of day Wednesday and that we will let you know when the vehicle is completed. We were getting close to completion on your vehicle Wednesday afternoon and our technician did inform us around 3pm that it more than likely would not be completed Wednesday but would be completed Thursday morning since cooling systems need hours to cool and for coolant levels to be retested, double checked, verify there are no more leaks and so on, all which is standard protocol. You did come down shortly after that and it was before we were able to update you on the timeline. We are a small business with limited staffing. We do get waves where we are very busy with customers in the building, phone calls and so on. I do believe that we could have updated you on the timeline between the time our technician said it will need just a few more hours and when you showed up but again, we can get extremely busy at times. Because you were now physically here we explained that we need just an additional hour with the vehicle to tighten up a few loose ends and double check everything. We also know that you took an Uber to us and will now need another one home and another to come grab the vehicle. We were willing to personally bring you the vehicle upon completion and we agreed that discounting some of the work would more than cover the Uber rides and some of the repairs. We did this to hopefully show our efforts in understanding your frustration even though we never told you to come down and we never said your vehicle was completed. Auto repair is tough. There are a lot of variables. We strive to do everything we can here to maintain customer satisfaction. Repairs take time and ensuring they are completed, double checked, and road tested thoroughly does take time. It is unfortunate that we didn't get a break towards the end of the day Wednesday to update you that we need just an additional hour with the vehicle and this situation unfolded. It is currently 9am the next day and your vehicle is completed as I write this. We will continue to do our best here but we do feel that this timeline is pretty standard for repairs in the automotive industry. Again, we are sorry that you are “super sad” and we wish you the best Angie. Thanks!
The photo provided clearly shows that Angie’s vehicle was checked in for a scheduled Tuesday morning appointment, and our team had an update prepared and communicated to her by approximately 11:00 AM the same day. We made sure to review the vehicle promptly and provide an estimate for the recommended repairs within a reasonable timeframe, consistent with our normal process of keeping customers informed as efficiently as possible.
The next photo reflects that during the repair process, our technician identified an additional part that needed to be replaced to properly complete the job. This was not something visible during the initial inspection, but rather discovered once the vehicle was disassembled. While no additional labor was added for this item, it did require sourcing the new part, which understandably extended the overall repair timeline as we waited for it to arrive before finishing the work correctly. Angie says we only did a water pump and radiator but this clearly shows more parts were needed. At this time we also imformed Angie we were aiming for completing the repairs Wednesday by end of day and we would call if there were any delays or and other issues.
The next photo shows a coolant flush service that was performed as part of the repair process. This is an additional service that takes time to complete properly, as the system must be slightly drained, cleaner added, ran for an hour and then a machine needs to be hooked to for the process of removing the old coolant and replacing with new coolant to ensure long-term reliability and proper cooling system function. This step goes beyond simply replacing a radiator and water pump, yet it is not mentioned in Angie’s review, where she only references those two components. We also chose to discount this service completely to make things right with Angie even though nobody told her that the vehicle would be done for sure on Wednesday and that we would call her when it was completed or if we ran into any issue. Instead, she showed up to the shop. We also offered to Uber her home and also deliver the vehicle the following morning to go above and beyond even though, again, we never told her that the vehicle was completed.
The next photo shows that the vehicle was completed the following morning, which was intentional to ensure the job was done correctly, not rushed. After performing cooling system repairs and a coolant flush, it’s critical to allow the system to fully cool down so we can recheck coolant levels, verify there are no remaining leaks, and confirm everything is operating as it should. This final verification step is part of our standard process to ensure the vehicle is safe, reliable, and meets our high standards before being returned to the customer. It’s also important to clarify the timeline, as there seems to be some confusion in Angie’s review. The vehicle was technically completed Wednesday evening, exactly in line with what was communicated. However, we made the decision to keep it overnight into the following morning purely as a quality control step allowing the cooling system to fully cool so we could recheck coolant levels and ensure there were no leaks. This was done in the customer’s best interest, not because the repair was incomplete. From the time of repair approval to pickup, the total time was under 48 hours, not the “3 days” being claimed.
In summary, Angie’s vehicle was brought in Tuesday morning, diagnosed promptly by around 11 AM, and repairs began the same day. During the process, an additional failed component was discovered, along with a necessary coolant flush—both of which added time but were required to properly and safely complete the repair. The vehicle was essentially finished by Wednesday evening, in line with what was communicated, but we intentionally held it overnight to allow the cooling system to fully cool so we could recheck levels, confirm there were no leaks, and ensure everything met our standards. From approval to completion, the total time was under 48 hours. We went above our normal procedure to 100% discount our cooling system flush for her and offered to Uber her back home and hand deliver the vehicle to her the following morning. While we understand the frustration, the timeline and process followed were consistent with proper repair procedures and our commitment to doing the job right the first time. Angie was kept informed throughout the process which she claims there was a “total lack of communication”. We make it a priority to provide clear, timely updates at every stage of a repair, and in this case, communication was consistent and aligned with our normal, high-standard process.
We want to be clear that our goal is never to argue or place blame on anyone. Our priority has always been honesty, transparency, and doing what’s right for our customers. When situations like this arise, we believe it’s important to share our side of the story so the public can see the full context. By providing documentation, photos, and clear explanations, we aim to give our community an accurate and complete understanding of what actually took place.