I brought my car in to Merchant Tire in Cary,
NC with a pinhole leak in an upper coolant
Hose that was apparent due to some steam
Emanating from under the hood. The
Mechanic who first worked on my car
Indicated it was just a small leak and the
Hose could be replaced. I will point out here
That at no time did the car overheat, nor did
The check engine light come on, nor did I
Lose significant coolant. This was the tiniest
Of leaks that had just started.
I asked if any other hoses needed to be
Replaced while they were at it, and we
Agreed to replace the two large radiator
Hoses as they were showing signs of age,
And summer is coming. I also had a family
Vacation planned in a couple of weeks and
Did not want any surprises.
They replaced the hoses and sent me on my
Way, telling me all was fixed, no problem.
Shortly thereafter, the car overheated. I
Brought it back, and they said it was low on
Coolant, that there must have been an air
Pocket. They also indicated that the
Overheating could have damged the head
Gasket.
They topped off the coolant and sent me on
My again, telling me all was fixed.
The next day the car overheated AGAIN. I
Brought it back, and this time they found a
Small leak in a hose and said that was why
The coolant was low. They replaced the
Hose and sent me on my way, telling me all
Was fixed.
That evening, the check engine light came
On, and the car started smoking from the
Tailpipe. I brought the car back the following
Morning, and they curtly told me the head
Gasket was blown and it was not their fault.
I repeatedly contacted their excuse for
Customer service, each time requesting
Escalation beyond the local store level, and
Each time I received a robotic, scripted
Response that someone would contact me,
But no one ever did.
The store maintained that they were not at
Fault, and when I told them that was not
Acceptable, they brought in a supposed
Third-party insurance adjuster to make a
Determination. The store manager had the
Nerve to tell me that the insurance adjuster
Would tell me the same thing. What a
Surprise, that's exactly what happened.
The adjuster told me that regardless of their
Recommendation, Merchant would do what
They felt; Merchant told me they listen to the
Adjuster. One of them is lying.
It turns out the store manager also lied about
My refusing to have any diagnostics done
On the car. He wasn't even there the day of
The initial repair.
When I finally tracked down the president of
The company's number and called him at
Home, I seemed to strike a nerve. He told
Me to call him the following morning. When
I did, I was only able to talk to his assistant,
Who echoed what everyone else has been
Saying for weeks, and they still refuse to
Admitany culpability or take any
Responsibility for the damge due to the
Overheating after they repeatedly sent me
Off with the car after indicating it was fixed,
Only to have it overheat repeatedly.
I should also point out that when I first
Brought it in, they wrote it up as "customer
Brought in car smoking, " when it was
Actually some steam from under the hood,
Not smoke; after the multiple overheats, the
Car did end up smoking from the tail pipe.
There was never any indication by the staff
Or mechanics that there was an overheating
Problem, a check-engine condition, or
Smoke from the tailpipe when I first brought
The car in, nor for the subsequent two
Followup visits. The problem started on my
4th and final visit.
The store manager is Dave Flack; his
Director is Ron McClung, and the president
Of the company is Orland Wolford.
The vehicle is still in their lot, and they refuse
To take responsibility for it.
They should repair the car at their expense.
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