The 2011 Hyundai Sonata came into the shop for repair, the owner asked us how much it would cost to replace a purge valve solenoid as the vehicle had failed the smog test. We provided a quote but warned the client that it would be best for us to diagnose the issue and make sure that was indeed the problem.

Upon hearing the price to start the diagnosis and testing, the owner declined and decided to do the work as is. No diagnosis.

The job was done quickly, and the vehicle left. Fast forward to three weeks later and we get an email from the client. He was very disappointed that after bringing the vehicle here specifically to repair the vehicle to pass smog, it had failed for the same reason he had brought the vehicle here. The code P0449 was still in the computer memory just as before.

He further stated he wasn’t the type of client to post a bad review on Yelp or Google because he understood “things happen” and was certain we would take care of it at no additional cost.

This is where I came in. I looked at the initial signed work authorization. It was perfect! We wrote down that the replacement of the valve was an owner request and not we did not guarantee it would correct any problems. It was clearly stated and signed. Imagine my surprise when I read the client’s email to us.

The client further said he would be happy if we provided the diagnosis at no cost as he had already spent money on something he didn’t need.

How would you have handled it?