Answers to your car questions
QUESTION
Mr. O’Sullivan! I was so upset with my staff after they agreed to reimburse your client for repairs that she herself requested. She came into the shop to have front brake work done on her car and requested that we do what was needed to make the car safe for the road but that she had the front rotors recently changed. She acted like she knew what she was talking about but past experience has taught me to never rely on a woman’s suggestion about what she needs for car repairs. The rotors on her car were the cheapest pair of rotors that I have ever seen and I have no idea where she bought them. My people knew that if they left those rotors on her car, she would be coming back complaining about brake shutter so we replaced the rotors for her, even though she told us that she had changed the rotors about one month earlier. You might have intimidated my staff but you would not have intimidated me into reimbursing her for the good rotors that we put on her car. I have always believed in the past that you have treated the garages fairly but in this case, you shafted us. The next time that a woman comes to you crying about being ripped off at a garage, take the time to ask her questions that might give you some insight into who you are dealing with. An honest garage in Guelph
ANSWER
In trying to solve a complaint between your garage and one of your customers, my intention was certainly not to intimidate your staff nor do I believe that I did. Your customer is not my client but she is your customer. What I asked your staff to do was to produce the rotors that they took off her car. They could not produce them because they told me that they had sent them back to the place where they purchased the rotors as an exchange. I did not request that your staff reimburse her for the rotors that you installed on her car but I did ask that she be reimbursed for the rotors that she had paid for, which were much less expensive than the rotors that you put on her car. By the way, I did not get the feeling from your staff that they perceive their female customers the way that you do. I think that you should thank your staff for believing that customer satisfaction is more important and profitable to your bottom line than describing people who walk through your garage doors as crybabies when they complain.
QUESTION
I drove my car into the transmission shop to have the oil changed in the transmission. I did not get more than two kilometres away from the garage when I noticed that the car was hesitating and slipping when going into high gear. I happened to be near another transmission shop and I pulled in to make sure that the first shop put enough transmission fluid in my car. They found that the transmission was full of fluid but when checking further, they found out that there was very low fluid pressure in high gear and that it would need to be overhauled. I had that transmission shop overhaul the transmission and when I went back to the original garage that changed the fluid, they told me to get off their lot. I have a letter from the garage that overhauled my transmission and they agreed that something had happened at the garage that changed the fluid and that they are responsible. Can you help me please?Alesa from Brampton
ANSWER
I had to cut your two-page email shorter because of the length of it but I hope that I have the intent of your email correct. The letter that you emailed to me, supposedly from the transmission shop that actually overhauled your car’s transmission, is signed but there isn’t any name or phone number of the transmission shop on that letter. I had someone email you on three different occasions to request the name of the transmission shop and as of this print, we have not heard back from you. I did speak to the transmission shop that changed the transmission fluid in your car and was surprised to see that your request on the work order was for the shop to change the transmission fluid but not to road test the car because of insurance reasons. This was a strange request but I have seen stranger things in the past. If you still want me to look into this complaint for you, please email me the name and phone number of the garage that gave you the written letter. I would also like to know for what insurance reasons, did you request that the garage “not road test the car” after the fluid was changed in your car’s transmission.
QUESTION
Dennis, I’d like to start off by saying, like every other avid reader, that I love your column and read it every week. My wife drives a 2004 Chevrolet Venture with 136,850 km on it and the gas gauge is acting up. One minute the tank is full and then it is empty. This is concerning for my wife as she isn’t sure if she has enough gas to get her to the next gas station. I have driven the van and the gas gauge does go crazy. Your advice would go a long way in easing my wife’s mind. Thank you in advance. Stan from Grimsby
ANSWER
I hope that your wife’s gas gauge problem on her 2004 Venture is nothing more than a loose connection on the gas tank but it has been my experience that the problem is most likely that the gas gauge in the tank needs to be replaced. Ask the technician to first make sure that the tank unit is grounded properly. Also ask the technician to test the fuel gauge in the dash first to make sure that it is working properly before you go to the expense of replacing the gauge in the gas tank.
PS: To my readers: If possible, it would be appreciated if your emails would indicate the town, city or village that you live in. Please be advised that not all emails can be answered. Send your questions (be sure to include your address) by email to:: dennis.osullivan@cogeco.ca or mail: Box 10019, Winona, ON L8E 5R1