Hello,

I am in the midst of the most ridiculous and maddening car repair situation and was hoping for some expert insight into the whole thing. I've haunted this forum for years now (you guys have helped me do numerous small repairs on my own over the years and I'm incredibly grateful!), and I've searched a fair amount in the archives before posting something new, but I'm still feeling a bit lost so my apologies if this truly is covered elsewhere already. Full disclosure, I'm a woman in my early 30's and I want to make sure I'm not getting totally ripped off as my knowledge is still somewhat limited.

I have a 2000 Jeep Cherokee Sport, I got it in 2004, and I love it immensely. It's got 146,000 miles.

I had been recently taking it to this shop that was full of Cherokee-driving mechanics and they did a great job, but dropping it off this last time after saving up all summer for a heater core replacement, I realized the staff was all new. I should have turned around and left right then, there were so many red flags. That's my fault. I screwed up. Now here I am.

I drop it off on Friday morning, I repeatedly ask if this is truly enough time for a heater core replacement (among a few other things) as I know it's a big job, they assure me it is. It's not. They don't call me to tell me it won't be done that day, I learn this the hard way - another red flag. I come back on Saturday morning and they give me my beloved Jeep back in the most deplorable condition: there is coolant all over my carpet, my floor mats are filled with puddles of coolant, there is trash all over one floor mat and extra trim screws on the floor, the aux cable out of my radio is now stuck behind the trim piece ("oh he probably just didn't notice" is the manager's explanation - oh, okay...), and my trim and dash pieces are sloppily put back and not lining up (I specifically said to these dudes twice that my dash is tight and perfect and doesn't rattle at all right now and I'm worried it will never be the same, I was assured it would be perfect). It was honestly amazing, especially considering the interior was impeccably clean (as always) when I dropped it off. And I promise I'm not a wacko with high expectations, this was crazy bad.

But the worst part? The AC now blows hot air (not outside temp air or warm air, but hot, heated air). It worked fine a week ago last I used it. They take it back, they look at it for over an hour, the finally come back and say it's the strangest thing but the AC condenser went out and that's it's an "anomaly", it was nothing they did, just that these things happen, but seeing as he's such a nice guy, he'll fix it for me for free. I lost my $#&* on him for a second and then pulled it back together, as my Jeep is sitting guts-open in their garage. Oh, if only I could go back in time.

Now, in the chaos I'm not 100% that he said condenser, but I think so, if not he said compressor or collector or whatever the other c-word options are. I don't think he said evaporator. I'm too mad to even call them back right now, despite them assuring me they'd call this morning just to check-in. I can tell they are desperately scrambling to repair this by days-end.

I have researched to try and learn the basics better of how this whole system works, to me it points to the blend door but what the heck do I know? I want to go back to them a little more armed with information, and if they are blatantly lying to me to be able to call them on it. But maybe there is the small chance this randomly broke RIGHT AT THE SAME TIME, so I don't want to be a jerk if that's true, but given the workmanship of the first repair, very hard to believe. I'm so worried about my Jeep and what else might go wrong after this.

What do you guys think? I am so distrustful at this point I was thinking of calling up the locally owned Jeep shop (the shop I should have gone to in the first place, but it's a long story, I promise I'm not usually a schmuck), and having them check the whole thing over, even though that's more money I will be out. Do you think this is worth doing? I already stupidly paid and signed before I checked their work, a huge lesson learned.

I sincerely appreciate any help or insight or next steps! Worst case maybe I just needed to vent (pun intended).

 

Just vent!? I don't think so. I'd not let them touch it any more. Sounds to me as if they didn't put the dash and components back correctly or possibly even damaged parts. Plus they made a mess of your interior. I'd talk to the other shop and see what they have to say. But I know it can make for twice the work to have to go back and repair/replace another shops shoddy work. Best just to write it off as a bad experience. I do tell you one thing I'd do and that's register complaints with both your states Better Business Bureau and Consumer Protection Agency. Maybe they can give you some kind of satisfaction. Also I'd inform that shop you plan on it to. Good luck to you,let us know how it goes,and if there's anything we can help with let us know.

 

Heater core replacement requires dash removal (as you probably know already). Quite labor intensive. I think "Alldata" has it listed as an 8 hour job. Shops will use sites like Alldatata to give time estimates on repairs to customers. So not sure what they charged you, but it is about an 8-10 hour job, and it's a PITA.


I am not sure if you can remove the heater core with out also removing the evaporator core. They are in the same box behind the dash. When you remove the evaporator core the refrigerant is lost , or taken out prior. So If they did not re charge the system you will have no ac--also once the system is exposed to air I think the condenser should/needs to be replaced.

also I replaced both evaporator core and heater core at the same time because it is such a labor intensive job and they are in the same place, even though only my evaporator core was bad. It would suck to replace one, just to have the other one go bad in a year or two.

 

I agree with EzEarl, the best thing you can do at this point for your Jeep is make sure it gets fixed properly and never go back. Oh, and make sure you share your experience with anyone who will listen... it's bad for business.
I have seen anomalies before, doing engine work and the fuel pump goes out while in the shop etc. it's a little too ironic that the Evap is in the same general area as the heater core, your condenser isn't even remotely close. I'd be ok with anomaly if everything else was put back together respectfully which is doesn't sound like the case.
Just my opinions.

 

Thanks for these replies, I really appreciate it. Turns out it was the evaporator core that was the "anomaly", and I completely agree I would be more willing to consider that possibility if they hadn't done such an incredibly sloppy job on the initial repair. But these replies make a lot of sense and help me understand better what happened so thank you.

The inside was still trashed and filled with puddles of coolant when I picked it up yesterday, I had to snap a piece of trim back in place myself, and now it rattles a little which severely annoys me but I also understand it's an older car and I know what a hassle removing trim can be, and of course a lot of the pieces are plastic. They also broke a small piece but you can hardly see it given the location, and now the fan, or whatever it is, at the foot of the passenger side is incredibly loud when I drive, I feel like I can hear everything really loudly, it's even deafening at times, but maybe I'm just looking for trouble? I dunno. Definitely wasn't like that before but after such a big job, things are going to be different, especially on a 16 year old car (the mechanic admitted he'd never worked on a car like this ugh). I talked to my local Jeep shop (where I'll be going from now on and should have always) and he's looking it over today for piece of mind, if anything comes up worth sharing I'll report back just for kicks. After meeting with him I'll start the ever so poetic process of BBB complaints and bad reviews, I'm really not a high maintenance person but this was just incredible.

 

That is hideous. Have you spoken with the business owner about the experience? I wouldn't let them work on the vehicle further. I would expect a refund of a fair amount of my money considering they damaged the vehicle to perform the work. That is unacceptable.

 

Agreed.

I'd genuinely entertain the idea of legal action if they refused to be cooperative as well if it was my Jeep. You're right to be forgiving of small things like old plastic not cooperating during reassembly, but puddles of coolant in the Jeep?! I would not tolerate that one bit especially after the litany of other garbage they put you through.

 

Just got off the phone with the local Jeep shop, the job is a total disaster as suspected, he said it's obvious they had no idea what they were doing, it is not installed properly either, heater box is not bolted in, all that noise I was hearing on the passenger side is because it's not bolted to the firewall (if I remember correctly what he said), but yep just like it sounds it's basically just a huge hole to my engine compartment. The heater box is also damaged and may need to be replaced. The guy was a bit shocked at how bad it is.

Time to call the owner, dispute charges, all that good stuff. They won't even know the full extent of the issues until they remove the whole dash again of course. UGH.

I so appreciate this feedback and validation that I should in fact be as furious as I am! So grateful for this forum

 

i hate reading stories like this. i've done 2 heater cores. it can be done in 3-4 hours if the way of the jeep is known. the evap core is just like the heater core, basically a little radiator itself. there are no moving parts and they don't miraculously fail. they sit in that hvac box right next to the heater core. they are cheap and we've replaced both the ac and heater cores simultaneously bc damn we all know that's not a job you want to do very often.

hopefully the jeep shop takes care of you. i'd do my best to get back every penny you gave the hacks. nothing about that story is right.

 

If you haven't already you may want to document the damage w/pics. You deserve some sort of compensation from the first shop for sure. Most businesses aren't to fond of having a complaint against them registered with the BBB. So do that for sure.

 

Having the dealer fix it right is a good idea for sure. What riled me up after reading this, was the coolant (anti-freeze) puddled on the carpet. Don't really know how it can be cleaned etc.
I lost the coolant on a new Pontiac years ago, twice, from the heater core, when the car was less than 6 months old, so I know how it messes up the interior....

Hope you really lean on those hacks that did this....

 

WOW! In case anyone cares about the follow-up, here is the letter from the Jeep dudes, the shop has told me to bring the letter in and they'll refund me. Speechless.

On 10/11/16 Ms. XXX brought in a 2000 Jeep Cherokee to XXX for inspection of work performed by YYY. Customer was not satisfied with the condition of her vehicle and unsure of the quality and completion of work performed and payed for. XXX inspected the vehicle referencing the invoice's from YYY provided by the customer at the time she dropped off the vehicle, stating that her main concern was the work performed to the heater core of the vehicle. Upon a complete and comprehensive inspection there were many flaws with the completion and quality of the work performed in replacing the heater core. The vehicle overall is in very clean condition with near perfect interior and exterior through out. There was signs in many places of unclean work practices and overall disregard for the condition of the customers vehicle upon delivery back to the customer. Coolant was left puddled in the passenger floor mat and carpet, many greasy smudges left on multiple pieces of interior trim. The mechanical aspect of the job was also inspected as good as could be done with out removing the dash and hvac box for interior inspection of actual heater core replacement. XXX found the work to be incomplete finding the hvac box not installed properly to the firewall, missing and loose hardware through out. The hvac box is not seated fully, jeopardizing the seal from the elements and from the engine bay into the cab. The hvac box (splits into two halves; upper and lower) has damage in many places from attempted separation with out removing all required hardware. The fore mentioned plastic hvac box will need replaced to bring back to the condition before work was performed. The heater core was not secured properly inside the hvac box leaving it unsupported and rattling inside hvac box. There is a possibility that there is more neglect and or damage that is not visible with out more invasive inspection.
The other items on the supplied invoice were also thoroughly inspected with similar findings. XXX does not have an alignment rack to accurately check the vehicle alignment but did not see any fresh tool marks or signs that any of the alignment components were adjusted, including drag link adjuster,tie rod sleeve, lower control arm caster adjustments and ball joints. It does not appear that an alignment was performed. Engine oil filter did not appear to have been changed as billed for, it shows dirt and grit around the sealing surface. Engine oil looks new and shows overfull, inherent of draining and filling the engine with the proper 6 quarts but not changing the filter. Transfer case fluid is still dark and drain and fill plugs show no tool marks from removal or installation indicating that work was not performed. Coolant in radiator and overflow tank is not in like new condition, showing signs of debris and discolored, no signs of clamps being removed to drain system, overflow reservoir level is below full level. A/C system works at this time but service was not completed with installment of service port caps,caps were no where to be found.
This assessment was done at the customers request, XXX has no previous relationship with the customer and is acting as a professional consult for XXX and all time spent doing this inspection will be billed to the customer. XXX is not acting with the customer to dispute any work done, and is only stating the facts of what was found during inspection. No work will be performed until proper authorization from the customer. Any questions or further inquiry's can be addressed to XXX

 

Wow. Got any friends who are lawyers? I'm not a fan of litigation, but at this point I would expect a full refund + expense to return vehicle back to as found condition. I would suggest you go to the shop first and if they refuse, contact a lawyer. As someone who works in the trades, I'm sorry you have to deal with poor craftsmanship.