Complaints

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 06-20-2022 - Had work performed. Oil change and A/C service. No dispute to service. AC system must have been empty. Charged for a full refrigerant refill. ( 30 oz, ****** confirms 29 oz system size.) Passed leak test with no obvious leaks according to their test machine. This leak test DOES NOT TEST the service valves for leaks. On 07-02-2022 - AC no longer cooling. During a holiday weekend, decide to wait until next business day to call. On 07-05-2022 - Service is called and scheduled for next day (07-06-2022) On 07-06-2022 - Asked prior to work being done about warranty, was assured I was inside the 30 day window for warranty work. Had work performed, recharged the system again. (26 oz filled). They refuse to warranty their previous work. Stating there's no way to know if a valve had failed previously. These valves retail for ~$15. They have charged me 517.23 for the first job, and an additional 333.72 for the second refill. For a total of exactly $851 for AC service in which no major parts were replaced, and for which a new 15 dollar valve set would have prevented the return trip and this complaint. I just want them to honor their original warranty and refund the second charge. I do not want to drag this into small claims.

  

  Business response

  07/26/2022

  Business Response /* (1000, 10, 2022/07/19) */ Mr.******** description of events is accurate except for the part about the machine not testing the service valves for leaks. The machine does in fact test (vacuum test) the entire system including the service ports for leaks. The customers vehicle passed the leak test at the time of service, so we had no justification to condemn/recommend that the service ports be replaced. Upon returning with his vehicle because the air conditioning quit blowing cold, we were able to determine that the ac system was nearly completely empty of freon. Using an ultraviolet light source, we were able to determine that the service ports were leaking. We were able to determine this due to a uv dye that we installed in the system during the previous service. Mr. ******** is insisting that I stand behind a warranty for a part that I never sold him to begin with. I understand Mr. ******** frustration that such a low-cost part has caused all of this headache. I really do. However, as a best business practice, Waverly Tire & Auto does not condemn/sell/ or recommend replacement of parts without a verifiable justification for doing so. To do so, I believe, would be a disservice to our customers. Although the service ports are relatively inexpensive by themselves, there is labor involved to identify the leak. There is labor involved to replace the service ports. There is labor involved to re-test and re-charge the ac system. And lastly, the cost of freon has increased 300% from this time last year. Mr. ******** statement of the original invoice total of $517.23 is correct, however, that amount does include other services and repairs that were performed and not related to this specific system or issue. I have attached a copy of the original invoice. There is a description of functions performed under the "AC System Service" labor item. There is no mention of a "guarantee or warranty against leaks". "Honoring our original warranty" as Mr. ******** states, would apply to a specific part we sold that is defective or failed (such as the blower resistor we replaced) or a specific labor repair we have made.

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