Wilmington Auto Repair

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Miss Chin, Let me say first that I am terribly sorry for any misunderstanding that you may have had. When you called and asked for a quote on your 2005 Toyota Prius, one of the very first things I told you was that you should replace the condenser whenever a compressor fails internally, especially for a Hybrid A/C system that is extremely sensitive to metal and other contamination that could cause other serious issues such as a no start down the road. I asked if you knew what happened to your compressor and how you knew it was bad. You replied that another shop told you the compressor was bad. You stated that you would be supplying your own compressor, condenser and expansion valve and you were given a quote for what it would cost to replace those, evacuate and recharge the system with our freon. At your request, you were also given a quote of what it would cost if the condenser had to be replaced. You were told that the vehicle could be completed in one day if dropped off in the morning. You were also told that if it was more convenient for you, you could drop the vehicle off the day before and leave it overnight. When you hung up the phone you stated that you would call us back and I told you that I would save the quote under your name so anyone could help you. The quotes you were given were for new parts being installed in an otherwise properly functioning car. Yours was not. Without ever calling back, you dropped your car off that same afternoon and were checked in by another Service Advisor who printed the exact estimate I gave you over the phone, attached your keys to it and sent it to the shop for dispatch. We were able to get to your car that same day despite it showing up unannounced. You were very friendly on the phone and I wanted to do business with you. When we pulled your car inside the front end was off of another vehicle, not painted and held on with zip ties, push pins and a plastic children's toy chain as noted on the ticket you signed and picked up. To our surprise and utter dismay, the parts you had inside the car for us to install included a used compressor. After checking the compressor that was already installed on your car was already working, however, there was no cold air coming from the vents. I called you immediately and told you that your compressor was working and let you know that I did not recommend you install a used compressor on your car until it was properly checked by hybrid qualified technicians. I then advised you that we should do proper diagnostic and AC service to determine why your AC was not cold. I told you that this was your choice but if we installed another compressor on your car that it may or may not be in working condition, we would be in worse shape than we were now. You agreed to the diagnostic and we did it at your request. I called you the next morning and advised you that the compressor was definitely bad, and told you the front of your car was being held on with zip ties, push pins and a children's toy-plastic chain. You stated that you were aware of this. I also told you that the condenser was bent and did not look new and told you we should replace it. You again agreed. My technician spent the day bending metal on your car to make the condenser fit properly as this is critical to A/C function. Your old (not new) condenser is still here if you or anyone else would like to see it. As best I can describe it is shaped like a Pringle potato chip. It is also rusted, corroded and dented from road debris so I suspect if it was never replaced, or sadly it was purchased used, like the compressor you supplied for us to install. Your radiator fan assembly was shattered and missing pieces. The coolant recovery tank attached to it was cracked and leaking down onto your radiator that has a huge crease in the middle of it caused by the crash your car was involved in. If you look under your hood now you will see a brand new radiator fan, condenser fan and coolant recovery tank that you paid 155 dollars for, as good deed that surely went punished, because obviously money is an issue. This is less than it cost me and because you seemed like a nice person I discounted the labor we had already agreed to, to help you pay for it. A mistake the owner urges I never make again. Yes, I discounted the labor that I quoted you to install your new parts on a functioning car. I charged you nothing to clean the black oil and debris from your new (used) compressor, to bend your radiator support so that your new fans could spin or to cobble the front end of your car back together with broken pieces. When your car arrived, the fans could barely spin as they were pressed into your radiator. Your AC would have been the least of your concerns leaking coolant and with a broken fan system pressing into your radiator. But we fixed all of that and kept your bill within 10% of what you were actually quoted. Because you were a nice person. Further, not only did I talk to you on the phone four times; once for your quote, again in the morning, around 2:30 after you called for an update while I was on lunch and again when the car was finished, I also left you two voicemails and got your car that was considerably more labor than we discussed done and back to you on the same day, just as I said I would. I hope that you find everything you are looking for in the next shop that agrees to work on your car but it will not be us. Thank you for at least taking the time out to leave us a review. Josh Strand Service Manager/ASE Certified Service Consultant