January 28, my wife took our 2003 Nissan X-terra to the Monroe Service Center in Lakewood, NY, for a routine oil change and also asked the manager to have his staff check the coolant as I have been smelling antifreeze for the past couple of days. Her appointment time was 10:30 am. At 11:20 a. M, Aaron, the manager, informed her that the source of the coolant leak has been discovered, and informed her that the repairs would take approximately one hour. She agreed to this, although she did have a previously scheduled 12:30 meeting. At 12:50 she had to call me to come and pick her up. She was 35 minutes late to her meeting. At approximately 3:00 we returned to the shop only to discover that my vehicle was still not repaired. We were told that the staff had encountered some difficulty repairing the identified leak but the vehicle would be ready shortly. At 4:10 p. M (5 hours and 40 minutes later) the vehicle was driven out of the garage bay and parked in the parking lot. My wife paid the invoice and left to travel 11 miles to pick up our children from daycare. On the way there the “check engine†light illuminated. She picked up the children and proceeded to drive the additional 3 miles home. It was during this 3 mile drive the temperature gauge shot up to “H†indicating the engine was overheating. As she pulled into the drive at our home steam was billowing from under the hood.
I subsequently called The Lakewood service center requesting to speak with the manager. It was then that Mike, informed me that there was nothing that could be done and he would have to call tomorrow morning. Not only was the vehicle incapacitated for over 5 hours today it is in worse condition now than it was prior to bringing into your facility, leaving my wife unable to drive it to work the following day. It is, in fact, un-drivable. So, consequently we have paid for your service staff to destruct the coolant system of my primary source of transportation, waste her entire day today, necessitate a tow to a different facility, incur additional expense to have the vehicle truly repaired, and also assume the cost of securing (rental car) transportation to get her to work.
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