It took a day and a half for Los Gatos Auto to confirm what I suspected and had communicated might be the problem of unusual noise and they then quoted too high a charge for fixing the issue. They did not perform all the checks they quoted to do but at least that was a very reasonable price.
Hi Bill! Thank you for your feedback and for giving us the opportunity to look into the noise. I apologize that it took us longer than expected for us to get back to you. There were a few different noises coming from the suspension, including ball joints (which had previously been recommended) and the driveline, and we needed to identify which parts were making noise in order to provide you with a comprehensive report. I would hate to replace a part just to find that the noise you brought the vehicle in for was still there, which is why we do our due diligence. Based on our findings, it is our professional opinion that the driveline be rebuilt because if we were to replace only the bearing, it could possibly create vibration, which I'm sure you wouldn't want. At the end of the day, we want to make sure that the job is done right for you. I have to admit that I'm concerned about your comment that we quoted "too high a charge for fixing the issue". We want to be fair in our pricing and know that you can find the part cheaper online, but we don't know the integrity of the part we'd be getting and it would be difficult for us to warranty. On top of that, we've had issues with some aftermarket parts and want to make sure we're putting in the best part we can. For what we estimated, your factory driveline would have been completely rebuilt with upgraded bearings and rebalanced. Our prices are what they are for a number of reasons: our technicians are educated and collectively have over 95 years of experience, we have thoroughly vetted all of our vendors and make sure that the parts we source for our customers' vehicles are nothing but the best, and we back all of that up with a 3-year/36,000 mile nationwide warranty. On top of that, we have a small fleet of loaner vehicles that allows us to provide complimentary transportation to our customers who are unable to go a length of time without their vehicle. With that being said, repairs are a necessary burden of vehicle ownership and we do everything within our power to make it as affordable and convenient as possible. I am also concerned about your statement that we "did not perform all the checks they quoted to do." We looked into and confirmed your main concern regarding the driveline noise and we also performed a vehicle health inspection (checked belts, hoses, tires, brakes, suspension, fluids, etc.). Please let me know what it is that we didn't do so we can ensure this doesn't happen again.
- Los Gatos Auto Service