All Pro Automotive

[redacted] Dear Mr [redacted] ,We received your letter on Thursday December 10th and this is our reply to the customers complaintThe customer brought us there [redacted] ** with miles for a check engine light problemUpon inspection we found the timing chain was loose and out of timeWe did give them an estimate of $for repairs to be completed in two weeks depending on parts availabilityThe customer needed to think about it and also had a car dealership come over and appraise their car for a trade inWe did get the go ahead on the job in early June around the 8thand we asked for a deposit to order in parts that were none returnableThat payment was made on June 19th of We then ordered parts and proceeded with the jobAfter we removed the engine and disassembled the timing chain we found additional parts needing replacedWe quoted a new clutch and motor mounts along with another chain guide that the customer agreed toWhen we finished assembling the car we had problems with the clutch not working and after multiple times of removing the transmission and clutch for inspection we were informed by the parts supplier that the flywheel would need to be replaced as well as the clutch to work properlyWe then installed a new flywheel and the clutch workedWe then road tested the car and found everything to work properly except the air conditioner which we informed the customer would need a new compressor to workWe had replaced a pressure switch that was diagnosed bad by the dealer and confirmed by us to be badThe customer declined the additional air conditioning repairs and took the car on July 24th in good working orderWe received a call from the customer on Monday July that the check engine light had come back on after driving for milesWe asked them to bring the car in and we checked the codes but could not find any problems at that timeWe asked the customer to drive it until the check engine light came back on and then we would do further diagnosisThe customer then took the car and drove another miles before the light came back onWe then tested the car and found the cam synchro out of timeWe informed the customer that we would cover all labor but we would not be able to start on repairs until late August do to employees on vacation and the customer said this would be ok because they didn’t need the car back until the 1st part of November and wanted to us to make sure everything was rightOn August we removed the engine and inspected the timing chain and found a bad cam synchro gear that was sticking intermittentlyWe asked the customer to pay for the gear and said we would cover all of the laborThe customer refused to pay for any more parts at which time we decided to purchase the gear at our expense of $We ordered the gear and then were informed it went on backorderWe received the gear on October 19th and began repairs againWe also offered to fix the A/C at this time if they would pay for the parts and we would cover the labor but the customer declined the A/C repairsWe reassembled the timing chain and installed the engineWhen we started the car the check engine light came on immediately for a cam synchro issue we then removed the engine again and disassembled the timing chain to find out that the cam synchronizers were out of timeWe then checked on our alignment tool to find out it was wrong and ordered a new oneOn November 2nd we received the correct cam synchronizer alignment tool and realigned the synchronizersWe then reinstalled the engine and then test ran and road tested the car numerous times for a total of milesThe car was running great and had no check engine light onWe then called the customer to have them pick it upWe received a call on Monday November 9th saying that the check engine light had come on while driving and then the car lost power, brakes and then they coasted to a stop in the [redacted] parking lotWe then went to where the car was left and did an initial inspection finding engine misfire and injector codesWe went back later to tow the car but attempted to start it and it started and ran very rough with no vacuum brake assistWe then drove the car back to the shopWe removed the engine to inspect the cause of failure and found that one of the cylinder # intake valves was broken and damaged the piston and valves on that cylinder onlyWe then inspected the timing chain components for failure and found nothing to be wrongWe called another shop owner to inspect the engine for failure and he said that the valve broke from fatigue due to the high mileage on the engine or the engine had been stressed from over revvingWe called the customer with our findings and they said they it wasn’t their fault because we just worked on the engineThe customer said they would take no responsibility at allWe were not able to come to any agreement on a resolution because of what we believe to be unreasonable request by the consumerWe did replace both motor mounts that the customer was questioning as well and do not charge for parts that are not installed.Sincerely, Dale C [redacted] All Pro AutomotiveNFrontage Rd.Fort Morgan, [email protected]

[redacted] Dear Mr [redacted] ,We received your letter on Thursday December 10th and this is our reply to the customers complaintThe customer brought us there [redacted] with miles for a check engine light problemUpon inspection we found the timing chain was loose and out of timeWe did give them an estimate of $for repairs to be completed in two weeks depending on parts availabilityThe customer needed to think about it and also had a car dealership come over and appraise their car for a trade inWe did get the go ahead on the job in early June around the 8thand we asked for a deposit to order in parts that were none returnableThat payment was made on June 19th of We then ordered parts and proceeded with the jobAfter we removed the engine and disassembled the timing chain we found additional parts needing replacedWe quoted a new clutch and motor mounts along with another chain guide that the customer agreed toWhen we finished assembling the car we had problems with the clutch not working and after multiple times of removing the transmission and clutch for inspection we were informed by the parts supplier that the flywheel would need to be replaced as well as the clutch to work properlyWe then installed a new flywheel and the clutch workedWe then road tested the car and found everything to work properly except the air conditioner which we informed the customer would need a new compressor to workWe had replaced a pressure switch that was diagnosed bad by the dealer and confirmed by us to be badThe customer declined the additional air conditioning repairs and took the car on July 24th in good working orderWe received a call from the customer on Monday July that the check engine light had come back on after driving for milesWe asked them to bring the car in and we checked the codes but could not find any problems at that timeWe asked the customer to drive it until the check engine light came back on and then we would do further diagnosisThe customer then took the car and drove another miles before the light came back onWe then tested the car and found the cam synchro out of timeWe informed the customer that we would cover all labor but we would not be able to start on repairs until late August do to employees on vacation and the customer said this would be ok because they didn’t need the car back until the 1st part of November and wanted to us to make sure everything was rightOn August we removed the engine and inspected the timing chain and found a bad cam synchro gear that was sticking intermittentlyWe asked the customer to pay for the gear and said we would cover all of the laborThe customer refused to pay for any more parts at which time we decided to purchase the gear at our expense of $We ordered the gear and then were informed it went on backorderWe received the gear on October 19th and began repairs againWe also offered to fix the A/C at this time if they would pay for the parts and we would cover the labor but the customer declined the A/C repairsWe reassembled the timing chain and installed the engineWhen we started the car the check engine light came on immediately for a cam synchro issue we then removed the engine again and disassembled the timing chain to find out that the cam synchronizers were out of timeWe then checked on our alignment tool to find out it was wrong and ordered a new oneOn November 2nd we received the correct cam synchronizer alignment tool and realigned the synchronizersWe then reinstalled the engine and then test ran and road tested the car numerous times for a total of milesThe car was running great and had no check engine light onWe then called the customer to have them pick it upWe received a call on Monday November 9th saying that the check engine light had come on while driving and then the car lost power, brakes and then they coasted to a stop in the [redacted] parking lotWe then went to where the car was left and did an initial inspection finding engine misfire and injector codesWe went back later to tow the car but attempted to start it and it started and ran very rough with no vacuum brake assistWe then drove the car back to the shopWe removed the engine to inspect the cause of failure and found that one of the cylinder # intake valves was broken and damaged the piston and valves on that cylinder onlyWe then inspected the timing chain components for failure and found nothing to be wrongWe called another shop owner to inspect the engine for failure and he said that the valve broke from fatigue due to the high mileage on the engine or the engine had been stressed from over revvingWe called the customer with our findings and they said they it wasn’t their fault because we just worked on the engineThe customer said they would take no responsibility at allWe were not able to come to any agreement on a resolution because of what we believe to be unreasonable request by the consumerWe did replace both motor mounts that the customer was questioning as well and do not charge for parts that are not installed.Sincerely, Dale C [redacted] All Pro AutomotiveNFrontage Rd.Fort Morgan, [email protected]

Complaint: [redacted] I am rejecting this response because: I am rejecting this response from All Pro Automotive We did indeed take the [redacted] in due to a check engine lightThis was diagnosed as Timing Chain , by All Pro on May 5, Indeed we did evaluate the estimate and researched a loan as well as trade in on the CarWe told All Pro to hold off, which they did Our Loan was finalized on May 22, 2015, the day before my son graduated high schoolWe promptly went to All Pro and notified them to begin the work as we had secured the money given on their estimate It was not June 8th We were NEVER asked for a deposit to secure anything Not by Owner or receptionist They agreed to order the parts and begin the work On June 8th, receptionist called and stated that they found additional needs to include clutch, etc Receptionist emailed me an estimate that day of $ I told her I would discuss with my husband and son and get back with herWe decided to proceed with the additional needs and notified All Pro of this decision on June 16, My son and I went to All Pro, in person, to notify them Receptionist stated that they “really needed some money”, noting that they usually require $down, but hadn’t “since Dale apparently knows you” I relayed that we could pay, we were just never informed of thatReceptionist stated that it was difficult for them financially to order the parts We agreed to bring in at a minimum $ On June 19, 2015, [redacted] wrote a check to All Pro for $ On June 22, 2015, I received a phone call from Receptionist indicating that they had ordered the “wrong seal” and that they had to order another one and car should be done by “end of the week”We did not hear back from them, thus my husband began checking almost daily, by driving by or stopping to check in Most generally, when he drove by, the car was in the air, not being worked on My husband was told that they were having problems with the clutch and transmissionMy son and I went out on June 30, to inquire, again, about the status of the car as we received no communication, unless initiated by us When we arrived, owner was sitting behind desk at a computer and although he saw us, he would not speak to us or give us any informationReceptionist stated that they had to take the “transmission out again and not sure how long it will take” My husband continued to keep stopping and/or driving by almost dailyHe was told that there was a problem with the clutchPrior to the 4th of July weekend, All Pro told my husband that the transmission would have to come out again as there was a problem with the clutchReceptionist stated that they would say it will be ready by July 8, “to make it safe” We waited and heard nothing, thus my husband went in on July 8, He was told that the car was not done and that they had more problems with the clutchOwner called me that evening, indicating that car was running, but not shifting correctlyOwner stated he would try to “get the air out” and call the next dayWe heard nothing, again We went in on July 10, and were told that they needed to order another clutchReceptionist called my on July 13, indicating that a hose had broken and that they had to order another one, which probably wouldn’t be in until July 15, 2015?? Receptionist called me again on July 16, and indicated that the “clutch is not working” She stated that owner had a “call into the manufacturer”I voiced my frustration and asked that they notify me when manufacturer responded and she agreed I called on July 17, and asked about manufacturer call and was told by ? Cindy? That they had not heard back “we will call you when we do”.Owner had originally told us that he works on all ***’s , both the [redacted] and the **He assured me of his ability to work on our *** During one of our many “stops” at the shop, Owner relayed to me that this is the first [redacted] he has worked onHe stated that the [redacted] has an engine which sits backwards, thus is more difficult to work on.We received a call on July 23, indicating that the car was ready, but that the AC was still not working My husband and I went to the shop late that afternoon after receiving an emailed estimate of approx$more than we were quoted and AC still not repaired Owner was not presentReceptionist stated that owner lost money on labor and tried to keep estimate as close to original as possibleWe did not feel it was fair, as no one ever notified me of a change in the estimate, nor any completion date, after the first one of ? 2-weeks? We also relayed that it was not our fault that owner assured us of his knowledge and ability to work on [redacted] and as evidenced by noted difficulties, it took them more labor time to complete the jobReceptionist stated we would have to speak with owner regarding bill We discussed the bill with owner on July 24, and he relayed the same as above, thus we ended up paying the bill in total, at which time they assured us of their month, 12, mile warranty on labor and parts, after expressing concern with the problems encountered My son drove the car from the shop , immediately to work that night.The next day, my son washed the car He notified me early afternoon, via text, that the check engine light was on and that he and his dad took it to [redacted] and it was registering the same code as it was when All Pro Diagnosed as timing chain “engine misfire” We parked the car and I called All Pro immediately Monday morning, July 27, We agreed that we would bring the car back out on the morning of July 28, 2015, which we didMy son described the problem when driving to owner when the check engine light appeared Owner stated that he didn’t feel it was anything serious, noting that sometimes “a coil is bad”, even when they are new (as we told him that we changed them prior to car being brought to shop)We didn’t hear anything, thus I stopped by the next dayOwner stated that he cleared the light and drove the car a long distance, but couldn’t get the light to reappear He stated that he could not diagnose a problem if the light would not come on and that the car was running goodHe told us he would clean the fuel injectorsWe didn’t hear anything, thus called on Thursday, July 30, Owner stated that his machine was broke, thus told us to come get the car, drive and document when light comes on, when, what ,etc We went to get car and put a bottle of fuel injector cleaner in tank with full tank of premium gas, as instructed by owner After the gas was added, the check engine light reappeared We parked the car and were out of town for the weekend On Monday, Aug4, my son started the car and the check engine light was off We made note of this to inform All Pro My son took the car to Greeley (approxmiles or so one way) on Tuesday, Aug5, When he arrived at his Marine Training, the oil light came on Another Marine poolee took him to the auto store, where he purchased oil and added quarts The oil light went off On the way home from Greeley, the check engine light reappeared and the car shook and “ran rough” as it previously did He parked the car in the driveway I called Owner on 8/5/and told him what we had observed with the check engine light and also questioned him about the oil light coming on after leaving his shop He reported that he checked the oil before the car left the shop and it was full I told him that per their final bill, they charged for quarts of oil and told him that the [redacted] takes 9.5-quarts to fillHe had no responseHe asked if the check engine light was flashing and I said, no, but on, consistently He told us, as he had before, to not drive it if the light is flashing as could damage the engine I agreedHe stated that he couldn’t look at the car until the following Monday morning, Aug10, We took the car out on Monday, Aug 10, On Tuesday evening, Aug11, 2015, I received a call from Owner He stated that the the “timing chain was off” and said “I will make it right at my cost” He then told me that his mechanic was on vacation until WedAug19, 2015, thus couldn’t start until then He previously told me that this mechanic was so angry and frustrated over working on the ***, that he may “lose him” We NEVER told owner that we didn’t need the car back until the first of NovSimply put, that is not true My son was making car payments, insurance, etc., monthly, why would be ok with a car being in a shop that long?After this conversation, on Aug11, I heard nothing I called on Wednesday, Sept30, to inquire “what is going on” I told receptionist that I needed an update She put owner on the phone who stated that “timing chain was off” and that a ? tooth broke off and went in the gears, noting that this was causing the noise on start up of the car He stated that this was “common” He stated since he had the car apart, he could fix the ac for parts only , no laborI asked him to give me an estimateHe reported that he would “call me right back” He never did Thus, I emailed receptionist on 10/6/and asked about the ac cost as owner never got back with me I received an email from her later that day with estimate for ac parts as well as an additional $I immediately called All Pro, questioning the part for $ Owner stated that the part was needed I reminded owner that he told me in Aughe would correct problem at his cost, no cost to meI asked him if he did tell me that and he replied “yes, but I wasn’t sure what was wrong” After I became angry, he stated “ok, I’ll eat it” I told him I would discuss ac with my husband and son and get back with himI asked Owner for a time frame on the car and couldn’t get a response, I said “a week?” and he replied “yes”.I emailed All Pro the next day and told them NO on the AC work.I received an email from owner on 10/9/indicating that the part wouldn’t ship until the following week I received another email from Owner on 10/14/indicating that the part had shipped and if received the following week , he would have car completed by 10/23/or 10/26/ I received an email on 10/19/indicating that the part had arrived and that they would start the following day, hoping to have it completed by 10/23/ Owner called me late in the day on 10/23/and stated car wouldn’t be completed until 10/26/ I received an email from owner on 10/27/, stating that the car was running, but that they were have trouble with “codes”, thus checking “connections” After not hearing anything since 10/27/2015, I emailed owner on 11/4/2015, asking for an updateHe stated that he “had been out of town”, but found out that they were given the wrong tool for the camshaft, stating that correct tool would be in that afternoonHe stated that they had to pull the engine again, to retime it I received a call early evening on 11/6/indicating that car was ready and we could pick it up Because it was dark and late on a Friday night, I inquired “now” and owner replied “yes, I’ll leave the keys under the mat” My husband and I went to get the car and drove it immediately home, as we had to put the new registration on the plates The next day, my husband drove the car approxmiles before the check engine light reappeard He pulled off the interstate and lost brakes, etc The light was flashing, thus he left the car where it “coasted” in a Walmart parking lot I immediately left a message with owner’s shop, approxp.mon Saturday, Nov7, Owner called Monday morning, Nov9, and I explained what happenedHe stated that he would tow the car and I took him the keys within minutes I drove by the car times that day and car was still sitting in same spot My husband came from work and drove by car at approx2:p.mthat day, he parked and watched Owner’s mechanic drop him off at carOwner got into the car, started it and drove it west on Interstate My husband called me at that time and told me what he witnessedWe were confused as to why owner would drive car with check engine light flashing, knowing damage to the engine was likely Owner emailed me the following day, inquiring as to the gas my husband put in the car I called my husband at work and verified where he filled up and that he filled up with premium, as always I received an email from owner on 11/12/indicating that the piston in cylinder #was damaged from “being lean from lack of fuel” My husband and I went to the shop late that afternoonOwner showed us the pistonWe relayed that we did not feel it was our responsibility and owner inquired “how is it my responsibility”? We told him that he had the car for months (at that time) and that had several problems throughout that time, as evidenced by the shop time alone and I again asked him if he towed the car from Walmart He relayed that he did, first with a chain, then with a flatbed, then noted another local business which he said he had tow the carHe stated that he looked at the engine only after it was towed to the shopMy husband confronted him about lying, telling him that he had seen himHe then stated “ok, I lied, I am sorry” I asked him why he would do that when he clearly told us to never drive it like that due to risk of engine damageHe did not respondI asked him how I could trust anything he told me when he lied about the towing and he relayed “I understand”I told him “ it doesn’t look good for you” and he replied “no, it doesn’t look good”I asked him if he was going to “Make it right” and he said he had to check on parts and costs and would get back with us Approximately an hour later, owner emailed me and apologized for lying about the towing of the *** We received an email from owner on 11/13/indicating that many of the parts would have to come from Germany and that he was considering a rebuilding of the engine vsa used engine I emailed him back on 11/14/relaying that we were not comfortable with a used engine, not knowing what we were gettingI relayed that either way he went, we expected a warranty Owner emailed me on 11/20/ indicating that the best way to go is repair and that he was confident in completing the workHe stated he would be out of the office from 11/21/2015-11/29/ I emailed Owner on 11/30/ informing him that we would be out to visit with him on 12/1/We met with owner on 12/1/ indicating that after discussing the issue with our son, who is the primary owner of the car, but had been away at boot camp, but home for days leave, we had optionsOne, for him to buy the car and pay back our money for services Two: to send the car to [redacted] and have it repaired at his cost or Three: if he repaired the car, we wanted AC fixed as well as his cost and a warranty, with further problems following, he buys the car He stated that his insurance would only pay for parts and not laborHe also stated he had spoken with an attorney and said that he was not sure what to do as a used engine costs anywhere from $9000-$He told us he would get back with us on how he would proceedWe heard nothing, thus I emailed him on 12/8/inquiring about his plans and he emailed me on 12/9/ indicating that another technician looked at the car on the evening of 12/7/ and that he reported the damage due to a stressed or fatigued intake valveHe reported timing chain was intact and in time, thus he would not assume responsibilityHe stated car would be back together by 12/10/for us.We went out to All Pro on 12/10/ to attempt a resolution, one last time We reiterated that he diagnosed the car, had the car , now for months, had obvious problems and also relayed that this was the first [redacted] he worked on to usThat we had the car home twice and both times, within hours, problems reoccurred and the check engine light was back on We inquired the possibility of damage from his numerous problems in which timing was not correct to the big possibility of damage when he chose to drive the car with the light flashing He stated that the car had 180,miles on it and we reiterated that first of all, he told us the engine was in good shape when we brought the car in, second of all, we told him that the engine was replaced prior to our buying it and thus , only had approx80,miles on it and further, it doesn’t matter if it had 400,miles on it, the car was in All Pro’s Custody, Care and Control for the past months He refused to acknowledge resp., thus we left and made arrangements to tow the carHe did offer to pay for towing of the car from the shop to our home, after I told him that I had already made arrangements with the shop he had previously lied about, telling me he had utilizedOwner did not follow the Colorado Motor Vehicle Repair Act , with violations in notifying us of total cost of repairs to include changes in those costs, in notification of completion dates, or changes in those dates, or in the decision on parts for the vehicle( I have asked where the old parts are, but have not yet received a response) Owner did not communicate with us and we were given only limited information , most generally, only when we initiated communication It is not verifiable that Owners information is honest, due to his demonstrated inability to be truthful with the towing issue We cannot verify damage done to the car by owner through the course of those months and the demonstrated lack of knowledge in repairing the car, to include repetitive removal and putting in of the transmission and engine and including the need for timing adjustment, after car had been driven And, we cannot verify what damage occurred to the car when the owner chose to drive it from the Walmart parking lot to the shop There are several reasons for a damaged piston, owner did not have a certified [redacted] mechanic look at the car and it is not believed to be a coincidence that this occurred within miles of the car leaving the shopWe are willing to work with All Pro, but feel due to the above information, we will not be responsible for any more costs in the repair of the car I can account for emails as well as phone logs to verify my information, as well as both to verify the lack of communication on All Pro’s part Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:I am rejecting this response from All Pro Automotive. We did indeed take the [redacted] in due to a check engine light. This was diagnosed as Timing Chain , by All Pro on May 5, 2015. Indeed we did evaluate the estimate and researched a loan as well as trade in on the Car. We told All Pro to hold off, which they did. Our Loan was finalized on May 22, 2015, the day before my son graduated high school. We promptly went to All Pro and notified them to begin the work as we had secured the money given on their estimate. It was not June 8th. We were NEVER asked for a deposit to secure anything. Not by Owner or receptionist. They agreed to order the parts and begin the work. On June 8th, receptionist called and stated that they found additional needs to include clutch, etc. Receptionist emailed me an estimate that day of $1873.92. I told her I would discuss with my husband and son and get back with her. We decided to proceed with the additional needs and notified All Pro of this decision on June 16, 2015. My son and I went to All Pro, in person, to notify them. Receptionist stated that they “really needed some money”, noting that they usually require $900 down, but hadn’t “since Dale apparently knows you”. I relayed that we could pay, we were just never informed of that. Receptionist stated that it was difficult for them financially to order the parts. We agreed to bring in at a minimum $900. On June 19, 2015, [redacted] wrote a check to All Pro for $3000. On June 22, 2015, I received a phone call from Receptionist indicating that they had ordered the “wrong seal” and that they had to order another one and car should be done by “end of the week”. We did not hear back from them, thus my husband began checking almost daily, by driving by or stopping to check in. Most generally, when he drove by, the car was in the air, not being worked on. My husband was told that they were having problems with the clutch and transmission. My son and I went out on June 30, 2015 to inquire, again, about the status of the car as we received no communication, unless initiated by us. When we arrived, owner was sitting behind desk at a computer and although he saw us, he would not speak to us or give us any information. Receptionist stated that they had to take the “transmission out again and not sure how long it will take”. My husband continued to keep stopping and/or driving by almost daily. He was told that there was a problem with the clutch. Prior to the 4th of July weekend, All Pro told my husband that the transmission would have to come out again as there was a problem with the clutch. Receptionist stated that they would say it will be ready by July 8, 2015 “to make it safe”. We waited and heard nothing, thus my husband went in on July 8, 2015. He was told that the car was not done and that they had more problems with the clutch. Owner called me that evening, indicating that car was running, but not shifting correctly. Owner stated he would try to “get the air out” and call the next day. We heard nothing, again. We went in on July 10, 2015 and were told that they needed to order another clutch. Receptionist called my on July 13, 2015 indicating that a hose had broken and that they had to order another one, which probably wouldn’t be in until July 15, 2015?? Receptionist called me again on July 16, 2015 and indicated that the “clutch is not working”. She stated that owner had a “call into the manufacturer”. I voiced my frustration and asked that they notify me when manufacturer responded and she agreed. I called on July 17, 2015 and asked about manufacturer call and was told by ? Cindy? That they had not heard back “we will call you when we do”.Owner had originally told us that he works on all ***’s , both the [redacted] and the **. He assured me of his ability to work on our ***. During one of our many “stops” at the shop, Owner relayed to me that this is the first [redacted] he has worked on. He stated that the [redacted] has an engine which sits backwards, thus is more difficult to work on.We received a call on July 23, 2015 indicating that the car was ready, but that the AC was still not working. My husband and I went to the shop late that afternoon after receiving an emailed estimate of approx.. $300 more than we were quoted and AC still not repaired. Owner was not present. Receptionist stated that owner lost money on labor and tried to keep estimate as close to original as possible. We did not feel it was fair, as no one ever notified me of a change in the estimate, nor any completion date, after the first one of ? 2-3 weeks? We also relayed that it was not our fault that owner assured us of his knowledge and ability to work on [redacted] and as evidenced by noted difficulties, it took them more labor time to complete the job. Receptionist stated we would have to speak with owner regarding bill. We discussed the bill with owner on July 24, 2015 and he relayed the same as above, thus we ended up paying the bill in total, at which time they assured us of their 12 month, 12, 000 mile warranty on labor and parts, after expressing concern with the problems encountered. My son drove the car from the shop , immediately to work that night.The next day, my son washed the car. He notified me early afternoon, via text, that the check engine light was on and that he and his dad took it to [redacted] and it was registering the same code as it was when All Pro Diagnosed as timing chain. “engine misfire”. We parked the car and I called All Pro immediately Monday morning, July 27, 2015. We agreed that we would bring the car back out on the morning of July 28, 2015, which we did. My son described the problem when driving to owner when the check engine light appeared. Owner stated that he didn’t feel it was anything serious, noting that sometimes “a coil is bad”, even when they are new (as we told him that we changed them prior to car being brought to shop)We didn’t hear anything, thus I stopped by the next day. Owner stated that he cleared the light and drove the car a long distance, but couldn’t get the light to reappear. He stated that he could not diagnose a problem if the light would not come on and that the car was running good. He told us he would clean the fuel injectors. We didn’t hear anything, thus called on Thursday, July 30, 2015. Owner stated that his machine was broke, thus told us to come get the car, drive and document when light comes on, when, what ,etc. We went to get car and put a bottle of fuel injector cleaner in tank with full tank of premium gas, as instructed by owner. After the gas was added, the check engine light reappeared. We parked the car and were out of town for the weekend. On Monday, Aug. 4, my son started the car and the check engine light was off. We made note of this to inform All Pro. My son took the car to Greeley (approx.. 55 miles or so one way) on Tuesday, Aug. 5, 2015. When he arrived at his Marine Training, the oil light came on. Another Marine poolee took him to the auto store, where he purchased oil and added 3 quarts. The oil light went off. On the way home from Greeley, the check engine light reappeared and the car shook and “ran rough” as it previously did. He parked the car in the driveway. I called Owner on 8/5/2015 and told him what we had observed with the check engine light and also questioned him about the oil light coming on after leaving his shop. He reported that he checked the oil before the car left the shop and it was full. I told him that per their final bill, they charged for 7 quarts of oil and told him that the [redacted] takes 9.5-10 quarts to fill. He had no response. He asked if the check engine light was flashing and I said, no, but on, consistently. He told us, as he had before, to not drive it if the light is flashing as could damage the engine. I agreed. He stated that he couldn’t look at the car until the following Monday morning, Aug. 10, 2015. We took the car out on Monday, Aug. 10, 2015. On Tuesday evening, Aug. 11, 2015, I received a call from Owner. He stated that the the “timing chain was off” and said “I will make it right at my cost”. He then told me that his mechanic was on vacation until Wed. Aug. 19, 2015, thus couldn’t start until then. He previously told me that this mechanic was so angry and frustrated over working on the ***, that he may “lose him”. We NEVER told owner that we didn’t need the car back until the first of Nov. . Simply put, that is not true. My son was making car payments, insurance, etc., monthly, why would be ok with a car being in a shop that long?After this conversation, on Aug. 11, 2015. I heard nothing . I called on Wednesday, Sept. 30, 2015 to inquire “what is going on”. I told receptionist that I needed an update. She put owner on the phone who stated that “timing chain was off” and that a ? tooth broke off and went in the gears, noting that this was causing the noise on start up of the car. He stated that this was “common”. He stated since he had the car apart, he could fix the ac for parts only , no labor. I asked him to give me an estimate. He reported that he would “call me right back”. He never did Thus, I emailed receptionist on 10/6/2015 and asked about the ac cost as owner never got back with me. I received an email from her later that day with estimate for ac parts as well as an additional $425.00. I immediately called All Pro, questioning the part for $425.00. Owner stated that the part was needed. I reminded owner that he told me in Aug. he would correct problem at his cost, no cost to me. I asked him if he did tell me that and he replied “yes, but I wasn’t sure what was wrong”. After I became angry, he stated “ok, I’ll eat it”. I told him I would discuss ac with my husband and son and get back with him. I asked Owner for a time frame on the car and couldn’t get a response, I said “a week?” and he replied “yes”.I emailed All Pro the next day and told them NO on the AC work.I received an email from owner on 10/9/2015 indicating that the part wouldn’t ship until the following week. I received another email from Owner on 10/14/2015 indicating that the part had shipped and if received the following week , he would have car completed by 10/23/2015 or 10/26/2015. I received an email on 10/19/2015 indicating that the part had arrived and that they would start the following day, hoping to have it completed by 10/23/2015. Owner called me late in the day on 10/23/2015 and stated car wouldn’t be completed until 10/26/2015. I received an email from owner on 10/27/2015 , stating that the car was running, but that they were have trouble with “codes”, thus checking “connections”. After not hearing anything since 10/27/2015, I emailed owner on 11/4/2015, asking for an update. He stated that he “had been out of town”, but found out that they were given the wrong tool for the camshaft, stating that correct tool would be in that afternoon. He stated that they had to pull the engine again, to retime it. I received a call early evening on 11/6/2015 indicating that car was ready and we could pick it up. Because it was dark and late on a Friday night, I inquired “now” and owner replied “yes, I’ll leave the keys under the mat”. My husband and I went to get the car and drove it immediately home, as we had to put the new registration on the plates. The next day, my husband drove the car approx.. 30 miles before the check engine light reappeard. He pulled off the interstate and lost brakes, etc. The light was flashing, thus he left the car where it “coasted” in a Walmart parking lot. I immediately left a message with owner’s shop, approx.. 2 p.m. on Saturday, Nov. 7, 2015. Owner called Monday morning, Nov. 9, 2015 and I explained what happened. He stated that he would tow the car and I took him the keys within 30 minutes. I drove by the car 3 times that day and car was still sitting in same spot. My husband came from work and drove by car at approx.. 2:40 p.m. that day, he parked and watched Owner’s mechanic drop him off at car. Owner got into the car, started it and drove it west on Interstate 76. My husband called me at that time and told me what he witnessed. We were confused as to why owner would drive car with check engine light flashing, knowing damage to the engine was likely. Owner emailed me the following day, inquiring as to the gas my husband put in the car. I called my husband at work and verified where he filled up and that he filled up with premium, as always. I received an email from owner on 11/12/2015 indicating that the piston in cylinder #4 was damaged from “being lean from lack of fuel”. My husband and I went to the shop late that afternoon. Owner showed us the piston. We relayed that we did not feel it was our responsibility and owner inquired “how is it my responsibility”? We told him that he had the car for 6 months (at that time) and that had several problems throughout that time, as evidenced by the shop time alone and I again asked him if he towed the car from Walmart. He relayed that he did, first with a chain, then with a flatbed, then noted another local business which he said he had tow the car. He stated that he looked at the engine only after it was towed to the shop. My husband confronted him about lying, telling him that he had seen him. He then stated “ok, I lied, I am sorry”. I asked him why he would do that when he clearly told us to never drive it like that due to risk of engine damage. He did not respond. I asked him how I could trust anything he told me when he lied about the towing and he relayed “I understand”. I told him “ it doesn’t look good for you” and he replied “no, it doesn’t look good”. I asked him if he was going to “Make it right” and he said he had to check on parts and costs and would get back with us. Approximately an hour later, owner emailed me and apologized for lying about the towing of the ***. We received an email from owner on 11/13/2015 indicating that many of the parts would have to come from Germany and that he was considering a rebuilding of the engine vs. a used engine. I emailed him back on 11/14/2015 relaying that we were not comfortable with a used engine, not knowing what we were getting. I relayed that either way he went, we expected a warranty. Owner emailed me on 11/20/2015 indicating that the best way to go is repair and that he was confident in completing the work. He stated he would be out of the office from 11/21/2015-11/29/2015. I emailed Owner on 11/30/2015 informing him that we would be out to visit with him on 12/1/2015. We met with owner on 12/1/2015 indicating that after discussing the issue with our son, who is the primary owner of the car, but had been away at boot camp, but home for 10 days leave, we had 3 options. One, for him to buy the car and pay back our money for services. Two: to send the car to [redacted] and have it repaired at his cost or Three: if he repaired the car, we wanted AC fixed as well as his cost and a warranty, with further problems following, he buys the car. He stated that his insurance would only pay for parts and not labor. He also stated he had spoken with an attorney and said that he was not sure what to do as a used engine costs anywhere from $9000-$11000. He told us he would get back with us on how he would proceed. We heard nothing, thus I emailed him on 12/8/2015 inquiring about his plans and he emailed me on 12/9/2015 indicating that another technician looked at the car on the evening of 12/7/2015 and that he reported the damage due to a stressed or fatigued intake valve. He reported timing chain was intact and in time, thus he would not assume responsibility. He stated car would be back together by 12/10/2015 for us.We went out to All Pro on 12/10/2015 to attempt a resolution, one last time. We reiterated that he diagnosed the car, had the car , now for 7 months, had obvious problems and also relayed that this was the first [redacted] he worked on to us. That we had the car home twice and both times, within 24 hours, problems reoccurred and the check engine light was back on. We inquired the possibility of damage from his numerous problems in which timing was not correct to the big possibility of damage when he chose to drive the car with the light flashing. He stated that the car had 180,000 miles on it and we reiterated that first of all, he told us the engine was in good shape when we brought the car in, second of all, we told him that the engine was replaced prior to our buying it and thus , only had approx.. 80,000 miles on it and further, it doesn’t matter if it had 400,000 miles on it, the car was in All Pro’s Custody, Care and Control for the past 7 months. He refused to acknowledge resp., thus we left and made arrangements to tow the car. He did offer to pay for towing of the car from the shop to our home, after I told him that I had already made arrangements with the shop he had previously lied about, telling me he had utilized. Owner did not follow the Colorado Motor Vehicle Repair Act , with violations in notifying us of total cost of repairs to include changes in those costs, in notification of completion dates, or changes in those dates, or in the decision on parts for the vehicle. ( I have asked where the old parts are, but have not yet received a response). Owner did not communicate with us and we were given only limited information , most generally, only when we initiated communication. It is not verifiable that Owners information is honest, due to his demonstrated inability to be truthful with the towing issue. We cannot verify damage done to the car by owner through the course of those months and the demonstrated lack of knowledge in repairing the car, to include repetitive removal and putting in of the transmission and engine and including the need for timing adjustment, after car had been driven. And, we cannot verify what damage occurred to the car when the owner chose to drive it from the Walmart parking lot to the shop. There are several reasons for a damaged piston, owner did not have a certified [redacted] mechanic look at the car and it is not believed to be a coincidence that this occurred within 30 miles of the car leaving the shop. We are willing to work with All Pro, but feel due to the above information, we will not be responsible for any more costs in the repair of the car. I can account for emails as well as phone logs to verify my information, as well as both to verify the lack of communication on All Pro’s part. Regards, [redacted]

*** *** *** ***
*** ***
*** *** *** *** *** ** *** **
*** ** ***
Dear Mr***,We received your letter on Thursday December 10th and this is our reply to the customers complaint. The customer brought us there *** **
with miles for a check engine light problemUpon inspection we found the timing chain was loose and out of timeWe did give them an estimate of $for repairs to be completed in two weeks depending on parts availabilityThe customer needed to think about it and also had a car dealership come over and appraise their car for a trade inWe did get the go ahead on the job in early June around the 8thand we asked for a deposit to order in parts that were none returnableThat payment was made on June 19th of We then ordered parts and proceeded with the job. After we removed the engine and disassembled the timing chain we found additional parts needing replacedWe quoted a new clutch and motor mounts along with another chain guide that the customer agreed toWhen we finished assembling the car we had problems with the clutch not working and after multiple times of removing the transmission and clutch for inspection we were informed by the parts supplier that the flywheel would need to be replaced as well as the clutch to work properlyWe then installed a new flywheel and the clutch workedWe then road tested the car and found everything to work properly except the air conditioner which we informed the customer would need a new compressor to workWe had replaced a pressure switch that was diagnosed bad by the dealer and confirmed by us to be badThe customer declined the additional air conditioning repairs and took the car on July 24th in good working order. We received a call from the customer on Monday July that the check engine light had come back on after driving for milesWe asked them to bring the car in and we checked the codes but could not find any problems at that timeWe asked the customer to drive it until the check engine light came back on and then we would do further diagnosisThe customer then took the car and drove another miles before the light came back onWe then tested the car and found the cam synchro out of timeWe informed the customer that we would cover all labor but we would not be able to start on repairs until late August do to employees on vacation and the customer said this would be ok because they didn’t need the car back until the 1st part of November and wanted to us to make sure everything was right. On August we removed the engine and inspected the timing chain and found a bad cam synchro gear that was sticking intermittentlyWe asked the customer to pay for the gear and said we would cover all of the laborThe customer refused to pay for any more parts at which time we decided to purchase the gear at our expense of $We ordered the gear and then were informed it went on backorderWe received the gear on October 19th and began repairs againWe also offered to fix the A/C at this time if they would pay for the parts and we would cover the labor but the customer declined the A/C repairsWe reassembled the timing chain and installed the engineWhen we started the car the check engine light came on immediately for a cam synchro issue we then removed the engine again and disassembled the timing chain to find out that the cam synchronizers were out of timeWe then checked on our alignment tool to find out it was wrong and ordered a new one. On November 2nd we received the correct cam synchronizer alignment tool and realigned the synchronizersWe then reinstalled the engine and then test ran and road tested the car numerous times for a total of milesThe car was running great and had no check engine light onWe then called the customer to have them pick it up. We received a call on Monday November 9th saying that the check engine light had come on while driving and then the car lost power, brakes and then they coasted to a stop in the *** parking lotWe then went to where the car was left and did an initial inspection finding engine misfire and injector codesWe went back later to tow the car but attempted to start it and it started and ran very rough with no vacuum brake assistWe then drove the car back to the shopWe removed the engine to inspect the cause of failure and found that one of the cylinder # intake valves was broken and damaged the piston and valves on that cylinder onlyWe then inspected the timing chain components for failure and found nothing to be wrongWe called another shop owner to inspect the engine for failure and he said that the valve broke from fatigue due to the high mileage on the engine or the engine had been stressed from over revvingWe called the customer with our findings and they said they it wasn’t their fault because we just worked on the engineThe customer said they would take no responsibility at allWe were not able to come to any agreement on a resolution because of what we believe to be unreasonable request by the consumerWe did replace both motor mounts that the customer was questioning as well and do not charge for parts that are not installed.Sincerely, Dale C***All Pro AutomotiveNFrontage Rd.Fort Morgan, [email protected]

Complaint: [redacted]
I am rejecting this response because:I am rejecting this response from All
Pro Automotive.  We did indeed take the
[redacted] in due to a check engine light. This was diagnosed as Timing Chain , by
All Pro on May 5, 2015.  Indeed we did
evaluate the estimate and researched a loan as well as trade in on the Car. We
told All Pro to hold off, which they did.  Our Loan was finalized on May 22, 2015, the day before my son graduated
high school. We promptly went to All Pro and notified them to begin the work as
we had secured the money given on their estimate.  It was not June 8th.  We were NEVER asked for a deposit to secure
anything.  Not by Owner or
receptionist.  They agreed to order the
parts and begin the work.  On June 8th,
receptionist called and stated that they found additional needs to include
clutch, etc.  Receptionist emailed me an
estimate that day of $1873.92.  I told
her I would discuss with my husband and son and get back with her. We decided
to proceed with the additional needs and notified All Pro of this decision on June
16, 2015.  My son and I went to All Pro,
in person, to notify them.  Receptionist
stated that they “really needed some money”, noting that  they usually require $900 down, but hadn’t
“since Dale apparently knows you”.  I
relayed that we could pay, we were just never informed of that. Receptionist
stated that it was difficult for them financially to order the parts.  We agreed to bring in at a minimum $900.  On June 19, 2015, [redacted] wrote a check to All
Pro for $3000.  On June 22, 2015, I
received a phone call from Receptionist indicating that they had ordered the
“wrong seal” and that they had to order another one and car should be done by
“end of the week”. We did not hear back from them, thus
my husband began checking almost daily, by driving by or stopping to check
in.  Most generally, when he drove by,
the car was in the air, not being worked on.  My husband was told that they were having problems with the clutch and
transmission. My son and I went out on June 30, 2015 to inquire, again, about
the status of the car as we received no communication, unless initiated by us.
When we arrived, owner was sitting behind desk at a computer and although he
saw us, he would not speak to us or give us any information. Receptionist
stated that they had to take the “transmission out again and not sure how long
it will take”.  My husband continued to
keep stopping and/or driving by almost daily. He was told that there was a
problem with the clutch. Prior to the 4th of July weekend, All Pro
told my husband that the transmission would have to come out again as there was
a problem with the clutch. Receptionist stated that they would say it will be
ready by July 8, 2015 “to make it safe”.  We waited and heard nothing, thus my husband went in on July 8, 2015. He
was told that the car was not done and that they had more problems with the
clutch. Owner called me that evening, indicating that car was running, but not
shifting correctly. Owner stated he would try to “get the air out” and call the
next day. We heard nothing, again.  We
went in on July 10, 2015 and were told that they needed to order another
clutch. Receptionist called my on July 13,
2015 indicating that a hose had broken and that they had to order another one,
which probably wouldn’t be in until July 15, 2015??  Receptionist called me again on July 16, 2015
and indicated that the “clutch is not working”.  She stated that owner had a “call into the manufacturer”. I voiced my
frustration and asked that they notify me when manufacturer responded and she
agreed.  I called on July 17, 2015 and asked
about manufacturer call and was told by ? Cindy? That they had not heard back
“we will call you when we do”.Owner had originally told us that he
works on all [redacted]’s , both the ** and the **. He assured me of his ability to
work on our [redacted].  During one of our many
“stops” at the shop, Owner relayed to me that this is the first ** he has
worked on. He stated that the ** has an engine which sits backwards, thus is
more difficult to work on.We received a call on July 23, 2015
indicating that the car was ready, but that the AC was still not working.  My husband and I went to the shop late that
afternoon after receiving an emailed estimate of approx.. $300 more than we
were quoted and AC still not repaired.  Owner was not present. Receptionist stated that owner lost money on
labor and tried to keep estimate as close to original as possible. We did not
feel it was fair, as no one ever notified me of a change in the estimate, nor
any completion date, after the first one of ? 2-3 weeks?  We also relayed that it was not our fault
that owner assured us of his knowledge and ability to work on [redacted] and as
evidenced by noted difficulties, it took them more labor time to complete the
job. Receptionist stated we would have to speak with owner regarding bill.  We discussed the bill with owner on July 24,
2015 and he relayed the same as above, thus we ended up paying the bill in
total, at which time they assured us of their 12 month, 12, 000 mile warranty
on labor and parts, after expressing concern with the problems
encountered.  My son drove the car from
the shop , immediately to work that night.The next day, my son washed the
car.  He notified me early afternoon, via
text, that the check engine light was on and that he and his dad took it to
[redacted] and it was registering the same code as it was when All Pro Diagnosed
as timing chain.  “engine misfire”.  We parked the car and I called All Pro
immediately Monday morning, July 27, 2015.  We agreed that we would bring the car back out on the morning of July
28, 2015, which we did. My son described the problem when driving to owner when
the check engine light appeared.  Owner
stated that he didn’t feel it was anything serious, noting that sometimes “a
coil is bad”, even when they are new (as we told him that we changed them prior
to car being brought to shop)We didn’t hear anything, thus I
stopped by the next day. Owner stated that he cleared the light and drove the
car a long distance, but couldn’t get the light to reappear.  He stated that he could not diagnose a
problem if the light would not come on and that the car was running good. He
told us he would clean the fuel injectors. We didn’t hear anything, thus called
on Thursday, July 30, 2015. Owner stated that his machine was broke, thus told
us to come get the car, drive and document when light comes on, when, what
,etc.  We went to get car and put a
bottle of fuel injector cleaner in tank with full tank of premium gas, as
instructed by owner.  After the gas was
added, the check engine light reappeared.  We parked the car and were out of town for the weekend.  On Monday, Aug. 4, my son started the car and
the check engine light was off.  We made
note of this to inform All Pro.  My son
took the car to Greeley (approx.. 55 miles or so one way) on Tuesday, Aug. 5,
2015.  When he arrived at his Marine
Training, the oil light came on.  Another
Marine poolee took him to the auto store, where he purchased oil and added 3
quarts.  The oil light went off.  On the way home from Greeley, the check
engine light reappeared and the car shook and “ran rough” as it previously did.  He parked the car in the driveway.  I called Owner on 8/5/2015 and told him what
we had observed with the check engine light and also questioned him about the
oil light coming on after leaving his shop.  He reported that he checked the oil before the car left the shop and it
was full.  I told him that per their
final bill, they charged for 7 quarts of oil and told him that the [redacted] takes
9.5-10 quarts to fill. He had no response. He asked if the check engine light
was flashing and I said, no, but on, consistently.  He told us, as he had before, to not drive it
if the light is flashing as could damage the engine.  I agreed. He stated that he couldn’t look at
the car until the following Monday morning, Aug. 10, 2015.  We took the car out on Monday, Aug.
10, 2015.  On Tuesday evening, Aug. 11,
2015, I received a call from Owner.  He
stated that the the “timing chain was off” and said “I will make it right at my
cost”.  He then told me that his mechanic
was on vacation until Wed. Aug. 19, 2015, thus couldn’t start until then.  He previously told me that this mechanic was
so angry and frustrated over working on the [redacted], that he may “lose him”.  We NEVER told owner that we didn’t need the
car back until the first of Nov. . Simply put, that is not true.  My son was making car payments, insurance,
etc., monthly, why would be ok with a car being in a shop that long?After this conversation, on Aug. 11,
2015.  I heard nothing…. I called on
Wednesday, Sept. 30, 2015 to inquire “what is going on”.  I told receptionist that I needed an update.
She put owner on the phone who stated that “timing chain was off” and that a ?
tooth broke off and went in the gears, noting that this was causing the noise
on start up of the car.  He stated that
this was “common”.  He stated since he
had the car apart, he could fix the ac for parts only , no labor. I asked him
to give me an estimate. He reported that he would “call me right back”.  He never did… Thus, I emailed receptionist on
10/6/2015 and asked about the ac cost as owner never got back with me.  I received an email from her later that day
with estimate for ac parts as well as an additional $425.00. I immediately
called All Pro, questioning the part for $425.00.  Owner stated that the part was needed.  I reminded owner that he told me in Aug. he
would correct problem at his cost, no cost to me. I asked him if he did tell me
that and he replied “yes, but I wasn’t sure what was wrong”.  After I became angry, he stated “ok, I’ll eat
it”.  I told him I would discuss ac with
my husband and son and get back with him. I asked Owner for a time frame on the
car and couldn’t get a response, I said “a week?” and he replied “yes”.I emailed All Pro the next day and
told them NO on the AC work.I received an email from owner on
10/9/2015 indicating that the part wouldn’t ship until the following week.  I received another email from Owner on
10/14/2015 indicating that the part had shipped and if received the following
week , he would have car completed by 10/23/2015 or 10/26/2015.  I received an email on 10/19/2015 indicating
that the part had arrived and that they would start the following day, hoping
to have it completed by 10/23/2015.  Owner called me late in the day on 10/23/2015 and stated car wouldn’t be
completed until 10/26/2015.  I received an email from owner on
10/27/2015 , stating that the car was running, but that they were have trouble
with “codes”, thus checking “connections”.  After not hearing anything since
10/27/2015, I emailed owner on 11/4/2015, asking for an update. He stated that
he “had been out of town”, but found out that they were given the wrong tool
for the camshaft, stating that correct tool would be in that afternoon. He
stated that they had to pull the engine again, to retime it.  I received a call early evening on
11/6/2015 indicating that car was ready and we could pick it up.  Because it was dark and late on a Friday
night, I inquired “now” and owner replied “yes, I’ll leave the keys under the
mat”.  My husband and I went to get the
car and drove it immediately home, as we had to put the new registration on the
plates.  The next day, my husband drove the
car approx.. 30 miles before the check engine light reappeard.  He pulled off the interstate and lost brakes,
etc.  The light was flashing, thus he
left the car where it “coasted” in a Walmart parking lot.  I immediately left a message with owner’s
shop, approx.. 2 p.m. on Saturday, Nov. 7, 2015.  Owner called Monday morning, Nov. 9, 2015 and
I explained what happened. He stated that he would tow the car and I took him
the keys within 30 minutes.  I drove by
the car 3 times that day and car was still sitting in same spot.  My husband came from work and drove by car at
approx.. 2:40 p.m. that day, he parked and watched Owner’s mechanic drop him
off at car. Owner got into the car, started it and drove it west on Interstate
76.  My husband called me at that time
and told me what he witnessed. We were confused as to why owner would drive car
with check engine light flashing, knowing damage to the engine was likely.  Owner emailed me the following day,
inquiring as to the gas my husband put in the car.  I called my husband at work and verified
where he filled up and that he filled up with premium, as always.  I received an email from owner on
11/12/2015 indicating that the piston in cylinder #4 was damaged from “being
lean from lack of fuel”.  My husband and
I went to the shop late that afternoon. Owner showed us the piston. We relayed
that we did not feel it was our responsibility and owner inquired “how is it my
responsibility”?  We told him that he had
the car for 6 months (at that time) and that had several problems throughout
that time, as evidenced by the shop time alone and I again asked him if he
towed the car from Walmart.  He relayed
that he did, first with a chain, then with a flatbed, then noted another local
business which he said he had tow the car. He stated that he looked at the
engine only after it was towed to the shop. My husband confronted him about
lying, telling him that he had seen him. He then stated “ok, I lied, I am
sorry”.  I asked him why he would do that
when he clearly told us to never drive it like that due to risk of engine
damage. He did not respond. I asked him how I could trust anything he told me
when he lied about the towing and he relayed “I understand”. I told him “ it
doesn’t look good for you” and he replied “no, it doesn’t look good”. I asked
him if he was going to “Make it right” and he said he had to check on parts and
costs and would get back with us.  Approximately an hour later, owner emailed me and apologized for lying
about the towing of the [redacted].  We received an email from owner on
11/13/2015 indicating that many of the parts would have to come from Germany
and that he was considering a rebuilding of the engine vs. a used engine.  I emailed him back on 11/14/2015 relaying
that we were not comfortable with a used engine, not knowing what we were
getting. I relayed that either way he went, we expected a warranty.  Owner emailed me on 11/20/2015
indicating that the best way to go is repair and that he was confident in
completing the work. He stated he would be out of the office from
11/21/2015-11/29/2015.  I emailed Owner on 11/30/2015
informing him that we would be out to visit with him on 12/1/2015. We met with owner on 12/1/2015
indicating that after discussing the issue with our son, who is the primary
owner of the car, but had been away at boot camp, but home for 10 days leave,
we had 3 options. One, for him to buy the car and pay back our money for
services.  Two: to send the car to [redacted]
and have it repaired at his cost or Three: if he repaired the car, we wanted AC
fixed as well  as his cost and a
warranty, with further problems following, he buys the car.  He stated that his insurance would only pay
for parts and not labor. He also stated he had spoken with an attorney and said
that he was not sure what to do as a used engine costs anywhere from
$9000-$11000. He told us he would get back with us on how he would proceed. We heard nothing, thus I emailed him
on 12/8/2015 inquiring about his plans and he emailed me on 12/9/2015
indicating that another technician looked at the car on the evening of 12/7/2015
and that he reported the damage due to a stressed or fatigued intake valve. He
reported timing chain was intact and in time, thus he would not assume
responsibility. He stated car would be back together by 12/10/2015 for us.We went out to All Pro on 12/10/2015
to attempt a resolution, one last time.  We reiterated that he diagnosed the car, had the car , now for 7 months,
had obvious problems and also relayed that this was the first ** he worked on
to us. That we had the car home twice and both times, within 24 hours, problems
reoccurred and the check engine light was back on.  We inquired the possibility of damage from
his numerous problems in which timing was not correct to the big possibility of
damage when he chose to drive the car with the light flashing.  He stated that the car had 180,000 miles on
it and we reiterated that first of all, he told us the engine was in good shape
when we brought the car in, second of all, we told him that the engine was
replaced prior to our buying it and thus , only had approx.. 80,000 miles on it
and further, it doesn’t matter if it had 400,000 miles on it, the car was in
All Pro’s Custody, Care and Control for the past 7 months.  He refused to acknowledge resp., thus we left
and made arrangements to tow the car. He did offer to pay for towing of the car
from the shop to our home, after I told him that I had already made
arrangements with the shop he had previously lied about, telling me he had
utilized. Owner did not follow the Colorado
Motor Vehicle Repair Act , with violations in notifying us of total cost of
repairs to include changes in those costs, in notification of completion dates,
or changes in those dates, or in the decision on parts for the vehicle. ( I
have asked where the old parts are, but have not yet received a response).  Owner did not communicate with us and we were
given only limited information , most generally, only when we initiated
communication.  It is not verifiable that Owners
information is honest, due to his demonstrated inability to be truthful with
the towing issue.  We cannot verify
damage done to the car by owner through the course of those months and the
demonstrated lack of knowledge in repairing the car, to include repetitive
removal and putting in of the transmission and engine and including the need
for timing adjustment, after car had been driven.  And, we cannot verify what damage occurred to
the car when the owner chose to drive it from the Walmart parking lot to the
shop.  There are several reasons for a
damaged piston, owner did not have a certified [redacted] mechanic look at the car
and it is not believed to be a coincidence that this occurred within 30 miles
of the car leaving the shop. We are willing to work with All Pro,
but feel due to the above information, we will not be responsible for any more
costs in the repair of the car.  I can
account for emails as well as phone logs to verify my information, as well as
both to verify the lack of communication on All Pro’s part. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I am rejecting this response from All
Pro Automotive.  We did indeed take the
[redacted] in due to a check engine light. This was diagnosed as Timing Chain , by
All Pro on May 5, 2015.  Indeed we did
evaluate the estimate and researched a loan as well as trade in on the Car. We
told All Pro to hold off, which they did.  Our Loan was finalized on May 22, 2015, the day before my son graduated
high school. We promptly went to All Pro and notified them to begin the work as
we had secured the money given on their estimate.  It was not June 8th.  We were NEVER asked for a deposit to secure
anything.  Not by Owner or
receptionist.  They agreed to order the
parts and begin the work.  On June 8th,
receptionist called and stated that they found additional needs to include
clutch, etc.  Receptionist emailed me an
estimate that day of $1873.92.  I told
her I would discuss with my husband and son and get back with her. We decided
to proceed with the additional needs and notified All Pro of this decision on June
16, 2015.  My son and I went to All Pro,
in person, to notify them.  Receptionist
stated that they “really needed some money”, noting that  they usually require $900 down, but hadn’t
“since Dale apparently knows you”.  I
relayed that we could pay, we were just never informed of that. Receptionist
stated that it was difficult for them financially to order the parts.  We agreed to bring in at a minimum $900.  On June 19, 2015, [redacted] wrote a check to All
Pro for $3000.  On June 22, 2015, I
received a phone call from Receptionist indicating that they had ordered the
“wrong seal” and that they had to order another one and car should be done by
“end of the week”. We did not hear back from them, thus
my husband began checking almost daily, by driving by or stopping to check
in.  Most generally, when he drove by,
the car was in the air, not being worked on.  My husband was told that they were having problems with the clutch and
transmission. My son and I went out on June 30, 2015 to inquire, again, about
the status of the car as we received no communication, unless initiated by us.
When we arrived, owner was sitting behind desk at a computer and although he
saw us, he would not speak to us or give us any information. Receptionist
stated that they had to take the “transmission out again and not sure how long
it will take”.  My husband continued to
keep stopping and/or driving by almost daily. He was told that there was a
problem with the clutch. Prior to the 4th of July weekend, All Pro
told my husband that the transmission would have to come out again as there was
a problem with the clutch. Receptionist stated that they would say it will be
ready by July 8, 2015 “to make it safe”.  We waited and heard nothing, thus my husband went in on July 8, 2015. He
was told that the car was not done and that they had more problems with the
clutch. Owner called me that evening, indicating that car was running, but not
shifting correctly. Owner stated he would try to “get the air out” and call the
next day. We heard nothing, again.  We
went in on July 10, 2015 and were told that they needed to order another
clutch. Receptionist called my on July 13,
2015 indicating that a hose had broken and that they had to order another one,
which probably wouldn’t be in until July 15, 2015??  Receptionist called me again on July 16, 2015
and indicated that the “clutch is not working”.  She stated that owner had a “call into the manufacturer”. I voiced my
frustration and asked that they notify me when manufacturer responded and she
agreed.  I called on July 17, 2015 and asked
about manufacturer call and was told by ? Cindy? That they had not heard back
“we will call you when we do”.Owner had originally told us that he
works on all [redacted]’s , both the ** and the **. He assured me of his ability to
work on our [redacted].  During one of our many
“stops” at the shop, Owner relayed to me that this is the first ** he has
worked on. He stated that the ** has an engine which sits backwards, thus is
more difficult to work on.We received a call on July 23, 2015
indicating that the car was ready, but that the AC was still not working.  My husband and I went to the shop late that
afternoon after receiving an emailed estimate of approx.. $300 more than we
were quoted and AC still not repaired.  Owner was not present. Receptionist stated that owner lost money on
labor and tried to keep estimate as close to original as possible. We did not
feel it was fair, as no one ever notified me of a change in the estimate, nor
any completion date, after the first one of ? 2-3 weeks?  We also relayed that it was not our fault
that owner assured us of his knowledge and ability to work on [redacted] and as
evidenced by noted difficulties, it took them more labor time to complete the
job. Receptionist stated we would have to speak with owner regarding bill.  We discussed the bill with owner on July 24,
2015 and he relayed the same as above, thus we ended up paying the bill in
total, at which time they assured us of their 12 month, 12, 000 mile warranty
on labor and parts, after expressing concern with the problems
encountered.  My son drove the car from
the shop , immediately to work that night.The next day, my son washed the
car.  He notified me early afternoon, via
text, that the check engine light was on and that he and his dad took it to
[redacted] and it was registering the same code as it was when All Pro Diagnosed
as timing chain.  “engine misfire”.  We parked the car and I called All Pro
immediately Monday morning, July 27, 2015.  We agreed that we would bring the car back out on the morning of July
28, 2015, which we did. My son described the problem when driving to owner when
the check engine light appeared.  Owner
stated that he didn’t feel it was anything serious, noting that sometimes “a
coil is bad”, even when they are new (as we told him that we changed them prior
to car being brought to shop)We didn’t hear anything, thus I
stopped by the next day. Owner stated that he cleared the light and drove the
car a long distance, but couldn’t get the light to reappear.  He stated that he could not diagnose a
problem if the light would not come on and that the car was running good. He
told us he would clean the fuel injectors. We didn’t hear anything, thus called
on Thursday, July 30, 2015. Owner stated that his machine was broke, thus told
us to come get the car, drive and document when light comes on, when, what
,etc.  We went to get car and put a
bottle of fuel injector cleaner in tank with full tank of premium gas, as
instructed by owner.  After the gas was
added, the check engine light reappeared.  We parked the car and were out of town for the weekend.  On Monday, Aug. 4, my son started the car and
the check engine light was off.  We made
note of this to inform All Pro.  My son
took the car to Greeley (approx.. 55 miles or so one way) on Tuesday, Aug. 5,
2015.  When he arrived at his Marine
Training, the oil light came on.  Another
Marine poolee took him to the auto store, where he purchased oil and added 3
quarts.  The oil light went off.  On the way home from Greeley, the check
engine light reappeared and the car shook and “ran rough” as it previously did.  He parked the car in the driveway.  I called Owner on 8/5/2015 and told him what
we had observed with the check engine light and also questioned him about the
oil light coming on after leaving his shop.  He reported that he checked the oil before the car left the shop and it
was full.  I told him that per their
final bill, they charged for 7 quarts of oil and told him that the [redacted] takes
9.5-10 quarts to fill. He had no response. He asked if the check engine light
was flashing and I said, no, but on, consistently.  He told us, as he had before, to not drive it
if the light is flashing as could damage the engine.  I agreed. He stated that he couldn’t look at
the car until the following Monday morning, Aug. 10, 2015.  We took the car out on Monday, Aug.
10, 2015.  On Tuesday evening, Aug. 11,
2015, I received a call from Owner.  He
stated that the the “timing chain was off” and said “I will make it right at my
cost”.  He then told me that his mechanic
was on vacation until Wed. Aug. 19, 2015, thus couldn’t start until then.  He previously told me that this mechanic was
so angry and frustrated over working on the [redacted], that he may “lose him”.  We NEVER told owner that we didn’t need the
car back until the first of Nov. . Simply put, that is not true.  My son was making car payments, insurance,
etc., monthly, why would be ok with a car being in a shop that long?After this conversation, on Aug. 11,
2015.  I heard nothing…. I called on
Wednesday, Sept. 30, 2015 to inquire “what is going on”.  I told receptionist that I needed an update.
She put owner on the phone who stated that “timing chain was off” and that a ?
tooth broke off and went in the gears, noting that this was causing the noise
on start up of the car.  He stated that
this was “common”.  He stated since he
had the car apart, he could fix the ac for parts only , no labor. I asked him
to give me an estimate. He reported that he would “call me right back”.  He never did… Thus, I emailed receptionist on
10/6/2015 and asked about the ac cost as owner never got back with me.  I received an email from her later that day
with estimate for ac parts as well as an additional $425.00. I immediately
called All Pro, questioning the part for $425.00.  Owner stated that the part was needed.  I reminded owner that he told me in Aug. he
would correct problem at his cost, no cost to me. I asked him if he did tell me
that and he replied “yes, but I wasn’t sure what was wrong”.  After I became angry, he stated “ok, I’ll eat
it”.  I told him I would discuss ac with
my husband and son and get back with him. I asked Owner for a time frame on the
car and couldn’t get a response, I said “a week?” and he replied “yes”.I emailed All Pro the next day and
told them NO on the AC work.I received an email from owner on
10/9/2015 indicating that the part wouldn’t ship until the following week.  I received another email from Owner on
10/14/2015 indicating that the part had shipped and if received the following
week , he would have car completed by 10/23/2015 or 10/26/2015.  I received an email on 10/19/2015 indicating
that the part had arrived and that they would start the following day, hoping
to have it completed by 10/23/2015.  Owner called me late in the day on 10/23/2015 and stated car wouldn’t be
completed until 10/26/2015.  I received an email from owner on
10/27/2015 , stating that the car was running, but that they were have trouble
with “codes”, thus checking “connections”.  After not hearing anything since
10/27/2015, I emailed owner on 11/4/2015, asking for an update. He stated that
he “had been out of town”, but found out that they were given the wrong tool
for the camshaft, stating that correct tool would be in that afternoon. He
stated that they had to pull the engine again, to retime it.  I received a call early evening on
11/6/2015 indicating that car was ready and we could pick it up.  Because it was dark and late on a Friday
night, I inquired “now” and owner replied “yes, I’ll leave the keys under the
mat”.  My husband and I went to get the
car and drove it immediately home, as we had to put the new registration on the
plates.  The next day, my husband drove the
car approx.. 30 miles before the check engine light reappeard.  He pulled off the interstate and lost brakes,
etc.  The light was flashing, thus he
left the car where it “coasted” in a Walmart parking lot.  I immediately left a message with owner’s
shop, approx.. 2 p.m. on Saturday, Nov. 7, 2015.  Owner called Monday morning, Nov. 9, 2015 and
I explained what happened. He stated that he would tow the car and I took him
the keys within 30 minutes.  I drove by
the car 3 times that day and car was still sitting in same spot.  My husband came from work and drove by car at
approx.. 2:40 p.m. that day, he parked and watched Owner’s mechanic drop him
off at car. Owner got into the car, started it and drove it west on Interstate
76.  My husband called me at that time
and told me what he witnessed. We were confused as to why owner would drive car
with check engine light flashing, knowing damage to the engine was likely.  Owner emailed me the following day,
inquiring as to the gas my husband put in the car.  I called my husband at work and verified
where he filled up and that he filled up with premium, as always.  I received an email from owner on
11/12/2015 indicating that the piston in cylinder #4 was damaged from “being
lean from lack of fuel”.  My husband and
I went to the shop late that afternoon. Owner showed us the piston. We relayed
that we did not feel it was our responsibility and owner inquired “how is it my
responsibility”?  We told him that he had
the car for 6 months (at that time) and that had several problems throughout
that time, as evidenced by the shop time alone and I again asked him if he
towed the car from Walmart.  He relayed
that he did, first with a chain, then with a flatbed, then noted another local
business which he said he had tow the car. He stated that he looked at the
engine only after it was towed to the shop. My husband confronted him about
lying, telling him that he had seen him. He then stated “ok, I lied, I am
sorry”.  I asked him why he would do that
when he clearly told us to never drive it like that due to risk of engine
damage. He did not respond. I asked him how I could trust anything he told me
when he lied about the towing and he relayed “I understand”. I told him “ it
doesn’t look good for you” and he replied “no, it doesn’t look good”. I asked
him if he was going to “Make it right” and he said he had to check on parts and
costs and would get back with us.  Approximately an hour later, owner emailed me and apologized for lying
about the towing of the [redacted].  We received an email from owner on
11/13/2015 indicating that many of the parts would have to come from Germany
and that he was considering a rebuilding of the engine vs. a used engine.  I emailed him back on 11/14/2015 relaying
that we were not comfortable with a used engine, not knowing what we were
getting. I relayed that either way he went, we expected a warranty.  Owner emailed me on 11/20/2015
indicating that the best way to go is repair and that he was confident in
completing the work. He stated he would be out of the office from
11/21/2015-11/29/2015.  I emailed Owner on 11/30/2015
informing him that we would be out to visit with him on 12/1/2015. We met with owner on 12/1/2015
indicating that after discussing the issue with our son, who is the primary
owner of the car, but had been away at boot camp, but home for 10 days leave,
we had 3 options. One, for him to buy the car and pay back our money for
services.  Two: to send the car to [redacted]
and have it repaired at his cost or Three: if he repaired the car, we wanted AC
fixed as well  as his cost and a
warranty, with further problems following, he buys the car.  He stated that his insurance would only pay
for parts and not labor. He also stated he had spoken with an attorney and said
that he was not sure what to do as a used engine costs anywhere from
$9000-$11000. He told us he would get back with us on how he would proceed. We heard nothing, thus I emailed him
on 12/8/2015 inquiring about his plans and he emailed me on 12/9/2015
indicating that another technician looked at the car on the evening of 12/7/2015
and that he reported the damage due to a stressed or fatigued intake valve. He
reported timing chain was intact and in time, thus he would not assume
responsibility. He stated car would be back together by 12/10/2015 for us.We went out to All Pro on 12/10/2015
to attempt a resolution, one last time.  We reiterated that he diagnosed the car, had the car , now for 7 months,
had obvious problems and also relayed that this was the first ** he worked on
to us. That we had the car home twice and both times, within 24 hours, problems
reoccurred and the check engine light was back on.  We inquired the possibility of damage from
his numerous problems in which timing was not correct to the big possibility of
damage when he chose to drive the car with the light flashing.  He stated that the car had 180,000 miles on
it and we reiterated that first of all, he told us the engine was in good shape
when we brought the car in, second of all, we told him that the engine was
replaced prior to our buying it and thus , only had approx.. 80,000 miles on it
and further, it doesn’t matter if it had 400,000 miles on it, the car was in
All Pro’s Custody, Care and Control for the past 7 months.  He refused to acknowledge resp., thus we left
and made arrangements to tow the car. He did offer to pay for towing of the car
from the shop to our home, after I told him that I had already made
arrangements with the shop he had previously lied about, telling me he had
utilized. Owner did not follow the Colorado
Motor Vehicle Repair Act , with violations in notifying us of total cost of
repairs to include changes in those costs, in notification of completion dates,
or changes in those dates, or in the decision on parts for the vehicle. ( I
have asked where the old parts are, but have not yet received a response).  Owner did not communicate with us and we were
given only limited information , most generally, only when we initiated
communication.  It is not verifiable that Owners
information is honest, due to his demonstrated inability to be truthful with
the towing issue.  We cannot verify
damage done to the car by owner through the course of those months and the
demonstrated lack of knowledge in repairing the car, to include repetitive
removal and putting in of the transmission and engine and including the need
for timing adjustment, after car had been driven.  And, we cannot verify what damage occurred to
the car when the owner chose to drive it from the Walmart parking lot to the
shop.  There are several reasons for a
damaged piston, owner did not have a certified [redacted] mechanic look at the car
and it is not believed to be a coincidence that this occurred within 30 miles
of the car leaving the shop. We are willing to work with All Pro,
but feel due to the above information, we will not be responsible for any more
costs in the repair of the car.  I can
account for emails as well as phone logs to verify my information, as well as
both to verify the lack of communication on All Pro’s part. 
Regards,
[redacted]

[redacted]
Dear Mr. [redacted],We received your letter on Thursday December 10th and this is our reply to the customers complaint. The customer brought...

us there 2005 [redacted] with 181656 miles for a check engine light problem. Upon inspection we found the timing chain was loose and out of time. We did give them an estimate of $3700.00 for repairs to be completed in two weeks depending on parts availability. The customer needed to think about it and also had a car dealership come over and appraise their car for a trade in. We did get the go ahead on the job in early June around the 8thand we asked for a deposit to order in parts that were none returnable. That payment was made on June 19th of 2015. We then ordered parts and proceeded with the job. After we removed the engine and disassembled the timing chain we found additional parts needing replaced. We quoted a new clutch and motor mounts along with another chain guide that the customer agreed to. When we finished assembling the car we had problems with the clutch not working and after multiple times of removing the transmission and clutch for inspection we were informed by the parts supplier that the flywheel would need to be replaced as well as the clutch to work properly. We then installed a new flywheel and the clutch worked. We then road tested the car and found everything to work properly except the air conditioner which we informed the customer would need a new compressor to work. We  had replaced a pressure switch that was diagnosed bad by the dealer and confirmed by us to be bad. The customer declined the additional air conditioning repairs and took the car on July 24th in good working order. We received a call from the customer on Monday July 27 that the check engine light had come back on after driving for 112 miles. We asked them to bring the car in and we checked the codes but could not find any problems at that time. We asked the customer to drive it until the check engine light came back on and then we would do further diagnosis. The customer then took the car and drove another 250 miles before the light came back on. We then tested the car and found the cam synchro out of time. We informed the customer that we would cover all labor but we would not be able to start on repairs until late August do to employees on vacation and the customer said this would be ok because they didn’t need the car back until the 1st part of November and wanted to us to make sure everything was right. On August 25 we removed the engine and inspected the timing chain and  found a bad cam synchro gear that was sticking intermittently. We asked the customer to pay for the gear and said we would cover all of the labor. The customer refused to pay for any more parts at which time we decided to purchase  the gear at our expense of $425.00. We ordered the gear and then were informed it went on backorder. We received the gear on October 19th and began repairs again. We also offered to fix the A/C at this time if they would pay for the parts and we would cover the labor but the customer declined the A/C repairs. We reassembled the timing chain and installed the engine. When we started the car the check engine light came on immediately for a cam synchro issue we then removed the engine again and disassembled the timing chain to find out that the cam synchronizers were out of time. We then checked on our alignment tool to find out it was wrong and ordered a new one. On November 2nd we received the correct cam synchronizer alignment tool and realigned the synchronizers. We then reinstalled the engine and then test ran and road tested the car numerous times for a total of 24 miles. The car was running great and had no check engine light on. We then called the customer to have them pick it up. We received a call on Monday November 9th saying that the check engine light had come on while driving and then the car lost power, brakes and then they coasted to a stop in the [redacted] parking lot. We then went to where the car was left and did an initial inspection finding engine misfire and injector codes. We went back later to tow the car but attempted to start it and it started and ran very rough with no vacuum brake assist. We then drove the car back to the shop. We removed the engine to inspect the cause of failure and found that one of the cylinder # 4 intake valves was broken and damaged the piston and valves on that cylinder only. We then inspected the timing chain components for failure and found nothing to be wrong. We called another shop owner to inspect the engine for failure and he said that the valve broke from fatigue due to the high mileage on the engine or the engine had been stressed from over revving. We called the customer with our findings and they said they it wasn’t their fault because we just worked on the engine. The customer said they would take no responsibility at all. We were not able to come to any agreement on a resolution because of what we believe to be unreasonable request by the consumer. We did replace both motor mounts that the customer was questioning as well and do not charge for parts that are not installed.Sincerely, Dale C[redacted]All Pro Automotive17192 N. Frontage Rd.Fort Morgan, CO. [email protected]