On August 30, 2016 I brought my 2002 Chrysler Town & Country to The Front End Shop in Santa Rosa, Ca. to have a high-pressure power-steering hose replaced. The next day I paid
$293.63 labor to replace one external hose; $83.79 for the one hose; $8.00 for "oil". That's right almost $300 in labor to replace an externally accessible power-steering hose. I needed my van fixed asap so I was happy to pay the price. Before I started my van and drove off I opened the hood and checked the power-steering fluid reservoir. It was virtually empty. One of the "Front End" mechanics asked if there was a problem. I said the power-steering fluid reservoir was empty. He politely said he would fill it while I waited. He walked over to my van with non-ATF+4 non-synthetic, non-recommended "oil". I stopped him before he got to put any in. Since I had to bring extra ATF+4 every where I went to keep up with the leaking hose I put the correct fluid in myself, started my van and drove off. Before I was even out of the Front End's lot the power-steering pump was whining like it was dry or had the wrong fluid in it. I drove home hoping that the mechanic had forgotten to correctly prime the pump and it would prime as I drove. The whining went away after a few blocks.
The next morning the whining was much louder than at the "Front End" shop but this time it did not go away. I took a close look at the fluid reservoir and saw that the fluid was brownish, not the pure red that ATF+4 is supposed to be. At that moment I realized that the "Front End" shop had used the wrong fluid.
I took my van back on September 1st 2016. On Sept. 2, I called and was told they had to replace the power-steering pump because it had failed. I told the owner/Dan that there had been nothing wrong with the pump until after his shop had put the wrong fluid in. Dan said he would make it right.
Finally on Sept. 8, It was ready for pickup. The shop owner/Dan said they had to replace the entire steering rack. I was shocked. I told Dan that the rack had been replaced around 2.5 years ago. I told him that the van did not have any steering problems until I had him work on it. Dan did not charge me for the new (I assume) rack, nor the new (I assume) power-steering
pump. I offered to pay for the wheel-alignment at $99.00. I paid. I checked the power-steering fluid reservoir and it was perfect this time; The fluid was the correct ATF+4. I drove off and noticed the steering was not feeling right. I started to make the turn from a dead stop from the suicide-lane in front of my house of 25 years. I barely made it. THERE IS NO POWER ASSIST UNTIL THE VAN IS ROLLING AT AROUND 3 MPH!
I called DAN and he said to bring it back, that he would make it right "even if he had to take it to another shop."! I brought it back. Dan tried turning the steering wheel at a stop in his parking lot. I could see how hard it was for him to turn the wheel, but he/Dan turned to me and said "I don't know what else to do". I told him that I could not possibly leave it with him and his crew at "The Front End Shop" ever again.
I finally found time and replaced the power-steering pump and the other high-pressure hose in less than 2 hours. Everything is fine now.
I have a very strong opinion about this shop and it's not good. However the owner/Dan is a very polite and nice person. I think power-steering is not within the expertise of Dan nor his shop.
Larry Walton, Cotati, CA. , 23 Sept 2016 read more