Dear CurtisB,
Further to your review of our garage services, we feel it's important to clarify the details for transparency and to give the true picture to all our customers.
You brought your vehicle to us in June 2023, and now 11 months and 7,000 miles later, you believe the work carried out, or not carried out, caused your vehicle to fail. We dispute this as any issues would have appeared much sooner, if not immediately, not almost a year later.
The pulley you mention was in good working order last June and did not need replacing when we changed the auxiliary belt. Any current issues are likely due to wear and tear. You stated you had another garage check the vehicle more recently without them noting any problems before your breakdown.
Full Details:
In June 2023, you asked us to service your vehicle, check the power steering, address a suspension issue, and remove locking wheel nuts. We provided an estimate for necessary work, including replacing power steering components, service parts, suspension arms, bushes, and a turbo hose. We also noted that your brakes were almost worn out and provided a quote for them. You chose to exclude brake work to save costs, handling this yourself at a later date.
The revised estimate was approved by you via text prior to any work beginning. Our technicians checked all auxiliary drive components at this time and found them in good order. We do not unnecessarily replace parts to maintain honesty.
After completing the work the invoice was settled without any issues, and a detailed breakdown of the components that were changed was provided.
Now 11 months later and with an extra 7,000 miles driven, you've reported a breakdown. You showed us a video indicating a potential crank pulley failure. This however could not be confirmed by the video alone.
Given the information to hand, but without having inspected the vehicle, we provided an estimate for replacing the crank pulley and included the auxiliary belts in the estimate to cover all possibilities. Our intent was to ensure that if a replacement was necessary there would be no unexpected cost increase; if not, we would reuse the existing belts. A line was included stating there may be further damage as again without seeing the vehicle we could not guarantee what the issue was. You stated to us in person that the vehicle had been driven back home following the breakdown. In our opinion if the auxiliary belts had not been driven, and due to the possible failure of the crank pulley, the water pump would not have operated, potentially causing the engine to overheat.
On 1st May, we agreed to collect the vehicle from your home at no charge, and even suggested that you should be present during the inspection so we could fully explain and detail to you the findings in front of your own eyes. Following your request on 2nd May for a written towing agreement and additional details, Dan made several attempts to contact you via phone and then emailed you .
By this time however you had come into our premises on several occasions shouting and swearing at staff, pacing up and down our workshop and slamming doors, demanding to be given employees personal details, and following staff from neighbouring companies through the village. We therefore decided that we could not have you on our premises again and that any offer of work (free and paid) would be rescinded. You have then gone on to personally attack employees online and write unfounded and inaccurate statements.
We confirm also that no special tools were charged for changing the auxiliary belt fitting, as none are needed.
Where stated parts come with a 12-month warranty covering components and labour, but not external damage as is industry standard practice. Our records and reviews on TrustPilot and Google show our commitment to excellent service.
We hope this clarifies all concerns and demonstrates our dedication to customer satisfaction and transparency.