Auto Service Express LLC

The engine block had a day warranty* April 25th we made a repair order for *** *** for a customer self diagnosed engine block replacement, at this time prices, warrantys and time frames for work were exchangedWith auto knowledge the customer asked all the right questions before bringing their vehicle inWe had only done one repair on this vehicle prior to the engineI have attached a copy of the invoice from A-auto supply where the engine block was purchased, stating the warranty on the block was days and all necessary information with the warrantyParts warranty's are always transferred to the customerOur repair order state we have a month, 12,mile warranty on MOST repairsThis repair not being one of them. It is unfortunate this customer continued to have problems with their vehicle after the engine block was replacedBecause we had worked on their other vehicles before and they confided in us for this big job, never had any issues with them, they were from the neighborhood and a younger couple with children we went out of our way to help them get their vehicle back on the roadAt the time of replacement the only parts that were replaced were the engine block, the engine oil, engine coolant, the oil filter, a battery terminal, and we topped off their transmission fluidALL OTHER PARTS WERE EXCHANGED FROM ORIGINAL ENGINEWhen the customer picked up vehicle we notified them they had a catalytic converter code from a hollowed out converter and they needed to have that replaced asap to avoid any future issues the the vehicle. The customer neglected to change the catalytic converter for at least another month according to our records, but could have been longerThe spark plugs fouling were from trying to start the vehicle over and over again with a hollowed out catalytic converter causing the engine to floodWe replaced these spark plugs that were from the original engine for freeAt this time *** stated the starting issue also felt it was in the ignition itself, but *** quickly discredited her. *** states all the issues the vehicle had from the engine block replacement were starting issues that we only experienced twiceLithia does not state this vehicle needs an engine, it states there was low coolant and misfiring AFTER start up that is POSSIBLE that could lead to a cracked cylinder headNever did the customer complain about a misfire issue or low coolant as *** stated in all the documents she providedIt was always a starting issueThis car is being driven to the dealer for airbag replacements which means it still runs and drives. The issues this vehicle had days after the engine block was replaced had nothing to do with the engine block and the engine block is still in working order

Auto Service Express installed a used engine April with a day warrantyAll repairs after time of engine replacement were externalOnly ever experienced customer complaint twiceWent to their home, paid for tows and recommended outside work even after warrantyCustomer also did repairs
themselves after replacement of engine

Complaint: [redacted]
I am rejecting this response because:I have attached documents showing that Auto Service Express claims they have a 12 month warranty on parts and labor. We were not informed of a 90 day warranty until the last phone call we had.We serviced the catalytic converter on our own because it is not part of the engine, Auto Service Express is the only party that serviced the engine.I also have call logs showing when all these calls place, but I could only attach so many documents to this response. So I have included the diagnostic from Lithia Nissan of Eugene showing we need a new engine as well as the paperwork we received from Auto Service Express.Throughout the 5 months Auto Service Express communicated primarily with my boyfriend, [redacted] who went to school for mechanics. I have provided a time line of events as they happened. I have attached documents showing when the phone calls took place. This all happened in 2017. After the engine and starter were replaced we stopped getting paperwork from them, I attached all the paperwork they provided to me after they serviced the car.May 3rd – I called Auto Service Express and agreed to have my engine replaced. I was quoted $3000 to replace the engine. I made the call on my phone and took the car in around May 4th.May 11th – The car was returned to us with a new engine. They called [redacted]s phone.May 15th – [redacted] called to tell them that the car was having the same issues as before, and the check engine light was back on, Tom was not available.May 17th – The car died in my work parking lot. I called Tom to tell him the issue and that we were having it towed to the shop. I paid for the tow to Auto Service Express which was $62. The car was left at the shop.May 18th – Tom called [redacted] and told him that the starter needed to be replaced. I paid $220 for a new starter.May 21st – That Sunday we went out to Junction City in the car and were there for about 4-5 hours, when we were ready to leave we tried to start the car and it would not turn on. We were finally able to get it to start after about 10 mins and we went straight home. May 22nd – My father, [redacted] and [redacted] took the car down to Auto Service Express and looked over the engine with Tom, they told him about their concerns and what they believed to be wrong with it, they also asked a few questions. Tom said that he could hear the car was having issues and believed the starter was not performing right. Tom kept the car for service.Tom called [redacted] later that day and said he put the original starter back into the car and it turned on after that. So the starter was never the problem in the first place. Tom refunded me for the previous starter for $220 which cleared my bank May 23rd. We picked up the car from Auto Service Express that day.May 29th – [redacted] calls Auto Service Express to tell him that the car was having the same issues again. Tom returns phone call the next morning.May 30th – Tom called [redacted] back, He suggest that [redacted] try to self diagnosis it for fuel pump. [redacted] tries what Tom suggested and it turned out that it was not a fuel pump issue. Tom then agrees to pay for a tow from our house to his shop. Which is .08 miles away, 3 minute drive from our house to the shop. [redacted] asked for Tom to pay for the tow. Tom called later that day and said he had replaced the spark plugs, they were covered in gas. He said the car now turns on. We picked up the car from the shop.June 9th – [redacted] calls Tom and told him the car was having the same issues as before. Tom came to our house and replaced the spark plugs a second time, they were covered in gas again. Tom ran the codes at our house and told [redacted] it was because there was no front catalytic converter (which is a completely separate part from the engine) The car remained with us. [redacted] ordered the front catalytic which cost us $388.June 13th – [redacted] put the front catalytic into the car, This did not fix the issue like we were advised it would. I called Auto Service Express that day and explained that it is still having the same issue. Tom said he was going to do some research and get back to us.Tom called [redacted] back later that day and told him that we can bring the car in but they are booked up with appointments at the time. June 30th – I called the shop that day, Tom was not available, I spoke with one of his employees at Auto Service Express who took a message for Tom, I explained to them that the issue we originally came in for has not been fixed and I asked for a possible refund so that I could take it elsewhere to have the issue resolved. He said he would talk to Tom and let him know I called. Tom never called me or [redacted] back. July 6th – I called Auto Service Express, Tom was not available.July 7th – I called Auto Service Express again, Tom was available, said that he got my message I left with his employee on June 30th. Mentioned nothing of the refund, instead said that I should bring the car in again so they can figure it out, I brought the car back in to be serviced around July 10th. The car remained with Auto Service Express and we did not hear anything from Tom until August 10th.August 10th – [redacted] missed call from Tom.August 15th – [redacted] returned the phone call. Spoke with Tom who said they thought they had it fixed but that morning Tom tried to start the car and it would not turn on, so they were going to keep it a little longer.September 28th – [redacted] called Tom to check on the progress with the car.September 29th – Tom called us and said that it is working fine now. Tom said he replaced the cam shaft and crank shaft position sensor without any charge. Did not give us paperwork, dropped it off that day at our house.October 24th – I called Tom to tell him that the service engine light was back on, I asked for a refund. Tom got upset with me and refused a refund. He told me that he has put $1000 into the car himself. Tom said he does not know what the problem is, guessed it was the fuel I have been putting into my car. Tom then said for the past 2 months he had the car it did not have any issues. I informed him that the car has been having issues every time we get it back. [redacted] said that the type of fuel you use would not cause such a big issue, Tom asked to speak with him, [redacted] discussed a few problems it could be, Tom told [redacted] that the warranty ran out after 90 days. [redacted] reminded Tom that we have been having issues since we first got it back from them, and taking it back every time a issue occurred. [redacted] asked him the mileage that was on it when it was returned last and Tom made multiple insults towards [redacted] and told him that we will have to take him to court if we want our money back.October 30th – We took the vehicle in to Lithia Nissan of Eugene for a diagnostic. They said that either the head gasket is blown or the cylinder head is cracked, both of these things are part of the engine and with a cracked cylinder head you have to replace the entire engine. With a head gasket blown it is recommend that you replace the engine, most times it is cheaper this way sometimes it is required depending on the current head gasket. The auto mechanic there advised me that it is common to purchase a used engine with a blown head gasket.Auto Service Express had purchased a faulty engine in the first place which is why the vehicle never stopped having issues. The original reason I went in for service was to replace the engine with a working one.
Sincerely,
[redacted]