Active Care Auto

Business Reply January 26, 2018

To whom it may concern. I could accept this review of our repair shop if it was true. The vehicle had over 160,000km and the client was not a regular of ours. The car was booked in for crank no start condition however when our technician inspected the vehicle it was found it actually doesn't crank. We tested the battery and it was dead. We had to install a battery to diagnose the crank no start. We were authorized to do this and it was made quite clear that there is probably more wrong with the car than the battery. Once the battery was installed it indeed cranked but would not start. We went through the process of diagnose, tested ignition for spark, tested fuel pressure, it was found that the timing belt was broke. When a timing belt brakes on some applications it can damage the engine by the pistons hitting the valves because it is out of time. In order to verify the engine is ok a timing belt needs to be installed and a compression test (not a pressure test as this client states) performed which requires removed each spark plug, hooked up a guage and seeing if there pressure in the cylinders. The tune up parts were original and the car was in a bad state of condition. I did an estimate up for a tune up, timing belt, idler and tension and recommended a water pump at the same time. This is common practice and saves the client money because all parts have to be removed for timing belt replacement. I client was also informed that if the engine was damaged there would be about 2.5 hours labour charged for diagnose on top of the battery. I at no time talked to a woman as stated or even knew it was a womans car until I was told. I myself am a woman so the inaccurate comment about Brock Auto taking advantage of a woman is completely wrong. There literally were about 15 phone calls back and fourth. The last straw was when one of the family members phoned and took a strip off of our service advisor and accused us of ripping them off. At that point yes there were asked to remove the vehicle from the property and have it repaired elsewhere. We felt no matter what we did the client would not be happy. The new battery was removed and the bad one re-installed and I charged them for 1.5 hours labour for all our hassle. Our tech had spent over 2.5 hours diagnosing so we did not make any money on this job. These are the sorts of reviews that can really paint a bad picture of a business. You are more than welcome to google about timing belt breakage and how to test to it to verify our diagnose. If this story was true we would be more than willing to acknowledge that and apologize. Due to the clients untrue accusations we are hoping the review can be rewritten with the truth incorporated into it. Thank you for your time.