A.W. Troutman

This letter is in reference to complaint ID ***
Service Visit The customer stated that Turbo did not fix his problemHe
did not advise us of a problem with the vehicle in relation to starting and
fuel mileageIt was only stated that the turbo was defectiveWe
verified that
the turbo was defective and replaced it as requested by the customerDuring
that visit, we also replaced glow plugs as requested by the customer; the
other glow plugs were within factory specifications at that timeThe
customer was verbally advised at that time that the truck had fuel system
issues, but declined further diagnosis because of the cost of the turboThe customer stated that the cost of the repair at $
was higher than the estimate of $The parts required for this repair cost
$Replacing a Turbo is a labor intensive operation. The time charged was hours. The
customer was charged time according to a labor time guide that is generally
accepted in the industryThere was a minimal additional labor charge for
extraction of broken bolts and the repair of an exhaust bracket; which we
repaired instead of replacing to keep costs down for the customerIt is our
assumption that the customer confused the cost of the parts with the entire
estimate for the repairService Visit 2When the customer
returned months later for his second visit to have the fuel system diagnosed,
we discovered that the fuel system was full of waterThe customer claims
that he always gets fuel at the same location and has never had a problemWe
informed the customer that the water was entering the system through his
aftermarket fuel tank in the bed of the truck; it had a broken cap and the rain
could run into the tankLine item #on repair order #*** is a fuel tank
cap, which was replaced to prevent future water intrusion
The fuel system on this engine has very close tolerances,
and water is very destructiveWe tested the system and found that all fuel
injectors were defectiveAt that time, it was explained to the customer of the
consequences of water in the fuel on these enginesWe explained that while
only the injectors were testing defective at the time, he may have other issues
ariseTo that effect, we also quoted him a fuel injection pumpThe technician
spoke with the customer, and advised him that this vehicle has very high
mileage and may not be worth repairingThe customer stated that it was “cheaper
than a new truck” and that he wanted to continue, but he could only afford
injectors at that time. We replaced the
worst injectors as requested by the customer
The customer stated that the truck did not run any better
after that repairThe hard starting and fuel mileage were not corrected, as
the vehicle still had defective injectors that were over-fueling because of
water damage and high mileageHowever; the truck had a severe fuel knock in
cylinder that was corrected by the replacement of that injector
Service Visit 3This visit began with a misunderstandingWe had the
understanding that the customer wanted his vehicle to run well and that he
wanted the remaining injectors replacedAfter the repair was completed he
stated that he only wanted more, with defective injectors remaining, as
this was all he could affordWe worked with the customer and offered a payment
option, which he acceptedIt is not our policy to replace components without
customer approval, and also do not replace parts unnecessarilyDuring this
visit we also noted that he had one more glow plug that was defective since his
last visit, the customer declined that repairThe vehicle started and ran well
when the customer picked it up, despite the defective glow plugThe technician spoke with the customer after this repair,
and it was stated that the vehicle was running wellLater in the
technician spoke with him again and it was stated that he was having trouble
with starting againThe technician advised him to bring it in for another
diagnosisIn the complaint letter, the customer stated that he had another
facility replace a glow plug and “other things” and it corrected the starting
issue and fuel mileageThis was likely the glow plug we tested and he declined
during service visit In addition, a glow plug will have no effect on fuel
mileage, as the glow plugs only aid in starting the engine; they become inoperative
immediately when the engine is runningIt is uncertain what the “other things”
were, but components could have failed after the visit to our facility
In closingIt may have been our mistake when we replaced injectors
rather than the he claims to have
requestedThis was an unfortunate circumstance that we worked to resolve with
the customer. We agreed form him to make
monthly payments until the balance was paid However; spending this much money on this
vehicle was no fault of oursWe replaced components that tested defective
using the factory methods for testingMany of the components were damaged by
water intrusion in the fuel system that was caused by broken aftermarket
hardware on the vehicleThe components replaced also had 405,miles on
them, which is well beyond service intervals for these componentsConsidering
the mileage and water intrusion, we advised the customer that it may be best to
look for another vehicleThe customer stated that it was less expensive to
repair this one; his decisionWe can only test the system as it is in its
current state, we cannot test for future failures of equipmentReplacing any
number of defective components does not guarantee that another will not fail in
the future, especially when water has entered the system and with that mileage
We performed our duties to the best of our ability, given the fact that the
customer did not allow us to repair the vehicle in its entirety during any of
the service visitsHe decided that this was a good investment despite our
efforts to convince him otherwise; his decision
This complaint was the first response we had since
8-1-14. We assume he contacted the Revdex.com
after he received a final notice for the $3,he still owes for the injector
repair. He agreed in July that he would
make monthly payments until the bill was paid.
We never received one payment from the customer

We could continue to go back and forth on the issues. By his own admission, we advised him that this vehicle will likely have numerous costly issues, but decided to proceed with the repairs. We made every effort to inform this customer of the issues he will likely face with the mileage and water damage on this vehicle with over 400,miles. He chose to go against our advice and perform the repairs. Calling our integrity into question is not justified. We have been in business for years because of our loyalty to our customers and community. We are number in our region for customer retention. You do not get to this point for taking advantage of customers. We try our best to do the right thing and hopefully they keep coming back.
For months after the last service visit, we did not hear from the customer. He spoke with the technician at their youth sporting events and said everything was working. Our service advisor tried contacting the customer in November. He never received a call back. I tried contacting the customer in December, I never received a response. Assuming everything was good, we sent him a final notice for the remaining $3,the customer owed on his July repairs.. Rather than the customer contacting us, he decided to contact Revdex.com. We still have not received any of the $3,owed on his bill and we do not expect to because this complaint is oviously his attempt to get us to get take care of the bill. We understand you have put a large sum of money into this vehicle, that is why we agreed to allow you to make monthly payments. We did not recieve a single payment. If the customer does not want to pay for the services we performed at his request, then that is his decision. Do not call our integrity into question, take responsibility for your own actions

The customer did pay for the emission inspection sticker. The sticker was not placed on the windshield because the windshield did not pass the State Inspection requirements. The windshiled had a crack the entire way across the windshield. We kept the sticker locked up until the
customer had the windshield replaced. We tried saving the customer the price of having a replacement sticker issued. The customer came in the next day demanding the sticker. We placed the emission sticker on the windshield. Even though the vehicle passed the emission inspection, it still does not pass state safety inspection laws. The customer received the emission sticker as she wished. To pass inspection, it needs a windshield and have replacement stickers issued. No good deed goes unpunished

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Complaint: ***
I am rejecting this response because: I'd like to open by saying I was very touched by Troutmans response....OK, one part of it. They welded an exhaust bracket instead of replacing it to "Save The Customer Money". Really? An exhaust bracket. I wonder who laughed louder, the person writing that or me reading it. Either way, a good laugh is healthy. Now my mechanic of years does try to save his customers money. Unfortunately, for me and a few others around here, he does not work on diesel engines. But if he feels a major repair is needed, and we're talking a few hundred not a few thousand dollars here, on one of my other High Mileage vehicles, he'd call me and tell me what he had to charge for the parts but if I could find them for a better price, buy them and he would install them. That alone has saved me a few thousand over the years. That's saving the customer money. He also shows me every old part he's ever taken out of any of my vehicles and checks if I want them. I never do and he can do what he wants with them. He'll be my mechanic for another years if we live that long. Troutmans has never once showed me an old part that they replaced of me and there have been quite a few. I guess those are a couple of differences between a small town garage and a big time dealership So, moving on. Back in Febwhen we first started this chapter, No,. I never stated there was a starting issue because at the time, there wasn't one. It started after the instillation of the new turbo but I doubt that was the problem. And yes, at A point, I was informed that things could get costly, but at the time, they left it at that. And yes, at A point I was told it isn't worth fixing. As far as the aftermarket fuel tank, I have to assume that means Troutmans or the dealership where I purchased the truck new didn't install it. That dealership could not accommodate me with that, so my mechanic installed it 400,miles ago. As far as a fuel cap, I never noticed it being broken and if it was, it happened over two years ago because that the last time I trailered with this truck. Bot since then, my mechanic had done some work on the truck a few times and he obviously didn't notice and between the last time I trailered and Feb.2014, Troutmans also had done work of the truck twice. I have to assume they didn't notice either. Since its been barely driven since Augfor whatever reason, that tank has only been filled on a few occasions but the valve is always open. And No, we never made an agreement to make monthly payments on the work they were not authorized to do. I had stated on two earlier occasions before we started this step we would do two injectors at a time starting with the worst two. At $a shot, I thought two would work for me. When they installed the other 6, I paid them for two at thought I made it clear that because the work was not authorized, I was not making their bill my top financial priority as other things always come up in life. And I hate owing anyone money and hate using credit cards. I simply stated I will pay you something when I have it. But being who I am, I was already thinking as I was walking out how to take care of this bill quickly so we could continue "Moving Forward". I figured my old Honda was worth at least $2000. My auto Insbill would be $less a year with out that car. Work will be picking up in a month or so with plenty of OT. This is not a problem. About two weeks later when the truck didn't start, my attitude began to change. Shortly after that, I got the bill in the mail and saw they were hitting me with finance charges. Now they are showing their true colors. Good thing I didn't sell my Honda In my opinion, this isn't about a supposedly broken fuel cap. It's not about a glow plug. It's not about a fuel injection pump, unauthorized work performed or finance charges. This is about Trust. I put my trust in Troutmans to do the right thing by me, and be it By Design or bad timing on their judgement calls, I feel they screwed me. They had worked on this truck at least a half dozen times before this started in Feb.2014. They new a little of its history. I also told them, not that I had to, about all the non engine work I had recently had completed including a small costly item like a remanufactured Allison Trans with all the upgrades. They new I was serious about doing this right. And YesI said to many people fixing this truck was " Cheaper than Buying A New One". Since a new one is about $50,000, I thought that was a real good bet. I think Troutrmans wanted to prove me wrong.
They should have done a complete diagnostics on this truck being such "High Mileage" and the cost of the parts it Might Need. They Didn't. If they would have, they Might have told me then that its "Not Worth Fixing" and they wouldn't have made any money off me and that's what there about. They Didn't. They bill me for $3800, and then tell me its "Not Worth Fixing". They could have taken out the new parts at that point and put the old ones back in and kept the couple grand for the labor. They Didn't. Instead, they tell me it could be very costly if I should so choose to "Move Forward" with the repairs. Move Forward? You just billed me for $3800!! Where the h*ll else was I going to move? By the time this bill was up to $10,400, at the VERY VERY VERY LEAST, Troutmans should have had this truck to the point where it would start every time I turn the key. THEY DIDN'T. If they at least did that, we wouldn't be here now. Now I don't remember the quote for the fuel injection pump they said I needed, but looking on line and guessing the labor, I'm sure its more than an exhaust bracket. When I took this to the other dealership, I told them what recently had been done, the problem I was having and if it cost more than $to correct, we'd have to wait a week or two to do it. They called me back latter that day and said it was done. They installed the glow plug, fuel filter, air filter and bled the fuel line. The "other things" were labor related. I think it was things that needed to be cleaned or adjusted. I don't know and I don't care. But they stated that with all the new parts put in, those "other things" should have been done. Troutmans didn't. And funny thing, nothing about a fuel injection pump. There mechanic I talked to on the phone said he knows this area very well having grown up here. He never asked me who had done the other work on the truck and I didn't tell them. But he said he knew who didn't. A small town diesel garage. That's where I'm going the next time I can afford to move forward on this truck. It has since started every time I turn the key. I didn't claim the fuel mileage was corrected, but it did improve a bit In my original complaints resolve space, I put install a remanufactured engine. I was being very sarcastic, but that's what I should have done. But now I'm being serious. Troutmans had stated in there response about "saving the customer money". Well here's there chance to prove they meant it. Those injectors they charged me $a piece for, I found the same ones down to the part number, brand new for $each. That's a difference of $each x is $2051.68. The $from the other dealership, $was related to the work Troutmans didn't do and should have done. And for the frustration, inconvenience, anger and aggravation, I've dealt with the last months, that has to be worth at least $328.76. That adds up to $2888.28. That's the exact amount for the work they were not authorized to do and still feel I owe them. The other option is they can come to my house and take those injectors out and put in the old ones. Either way works for me. In closing, I'd like to tell you about my first visit to Troutmans 07/06/I took the truck in for an oil change and transmission service. When they called to say it was ready, they stated they had found the left font wheel bearing had a lot of play in it and would I like them to replace it. I said no, not now. Then I remembered this little hitch I felt through the steering wheel on curves turning left and at a certain speed. It had only happened a half dozen times, but now I'm thinking, it must be the wheel bearing. I called Troutmans back and said, yes maybe that would be best. The original bill of $was now up to $and you would think that little hitch would have went away? It Didn't
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Complaint: [redacted]Complaint: [redacted]     Yes, we can agree on one thing.  We could go back and forth on the issues and we probably will.  And yes, by my own admission, I was so advised of “costly repairs”.  And I’m sorry I have to question your integrity here, because if that’s not at fault, then its your intelligence, or your lack of respect for mine.   I know a little about integrity.  I’ve been self employed or a sub contractor in the horse industry for the better part of the last 35 years as an Owner, Breeder, Trainer, Assistant Trainer, and most recently, in the transport of.  In the past 10 years or so, I have transported nearly a thousand horses for hundreds of people hundreds of thousands of miles, and I can count on one hand the number of issues I’ve had.  They can’t even be called complaints.  They were not about price, as that is ALWAYS agreed on before the job is started.  They were not about the quality or care or the service I provided.  It was about missing their window of time.  They had to miss a few hours of work, or pay someone to meet me and their horse.  So, since I had heard somewhere along the line that “the customer is always right”, I took a few dollars off their bills.  Since then, I have worked for those four people, combined, well over a dozen times over the years without incident.  Almost all my customers are by word of mouth and some even pay me more than our agreed price.  I’ll bet that hasn’t happened to you much.     So now I’d like to clear up a few things.  The reason you didn’t hear from me for so long was because of the [redacted] job I was working from early Sept to Christmas Eve when I got laid off, had me working six days a week, 10-11 hours a day.  That doesn’t leave much time for anything else.  I have to work these kind of jobs for the time being because I can’t trust my truck to tow my trailer.  Also, I don’t know anything about a final notice.  When I got the first one with the finance charges, soon after my truck was no longer starting, the rest went right into the trash.  And I really love this!  You allowed me,,,YOU ALLOWED ME to make monthly payments for repairs I DIDN’T ALLOW YOU TO DO.  Who the hell do you think you are?  If I wanted another monthly payment, I would have bought a new truck.  Please don’t tell me that’s an example of your integrity.     There’s not a whole lot either one of us can prove here.  But I can prove I spent nearly 10K on a transmission, suspension work, and work on the rear end before I brought this truck to you in Feb14.  I can also prove that at that time, I had more than enough funds in my bank to purchase and install a remanufactured drop in.  I could’ve even splurged a bit and purchased a modified from Banks.  Funny you never mentioned that option.  I’m sure you have a better idea of what’s available out there than I do.  After all, it is your business.  Now this is the part I’ll NEVER get past.  By your own admission, you did nearly 4K worth of repairs, and then told me on that same visit there were other issues that would be “costly” to repair.  Isn’t 4K a “costly” repair?  You knew the issues and where they were.  How come I wasn’t told until AFTER you did the 4K worth and my debit card cleared?  It’s funny you never mentioned I’d be looking at another 7-8K.  Just “costly”.  How did that happen?  I can also prove you billed me for 10.4K between Feb and Aug and by your own admission you quoted me for another four figure “costly” repair, and soon after that, I can prove that I needed to take this truck else were and have it worked on just so it would start up when I needed it to.  How many customers did you bill for 4K last year?  Outside of insurance covered collision repairs, how many customers did you bill for 10K+?  Ever?  And last but not least I can prove with my tax records, at least going back to 2009, that a very large part of my income was made using this truck.     So, because of your lack of integrity or lack of intelligence or lack of respect for mine, you changed my plans and my life at least temporarily.  You are the last people in the world who should be able to do that.  When you got into me for 4K, you knew I had to continue with the repairs.  You’ve been in the business for 102 years.  I’m not one of your 3rd or 4th generation customers who you have to take care of.  I’m the guy you can take a chance to get over on.  You’re a car salesman not a priest.  The line of work your in is not the most popular.  Ask anyone.     I think you’re the one here who should be responsible for your actions.  If you would have told me in Feb BEFORE you did that repair, and told me how “costly” it was going to be, you wouldn’t have done any work on this truck and you knew that.  You’ve been in business for 102 years.  So by March, I would have had my 0 miles engine hooked up to my near 0 miles transmission, tucked nicely into my old high mileage truck, towing my horse trailer up and down the high way like I should be.  But I’m not.  Yet.  Now, you feel that I still owe you.  For the spot you put me in, I feel you got  more than enough out of me.  This is why we have a Revdex.com .  I’ve been told they stay very busy.  Gee, I can’t imagine why.
Regards,
[redacted]

Review: I dropped my classic vehicle off to have front end damage repaired and repainted, however; when they took the interior door panels off they sliced the leather on the panels of both doors due to not knowing how to remove them properly. I have contacted the young lady in charge at the service department multiple times to have them make good on the issue. I have returned the vehicle at one point and was told they were going to place the door panels with new ones. They attempted to epoxy the old ones since they did put them back in correctly and never did repair the slices in the leather panels either. When I realized after I had received the car back that the leather was never fixed either I contacted the company again, they had me bring the car in to show that they epoxied the panels since they broke the pins and never fixed the slices in the leather panels they said the would order new panels. I have contacted them three times since I was told the panels were shipped and on their way and never heard from them again. I am assuming at this point they are attempting to not make good on the repairs. The tool they used to slice the leather panels was also left in the car when I picked it up, I did return this tool when I took the car back the second time to have the above damage repaired correctly.Desired Settlement: Want the new door panels that were promised to be ordered to repair damage they had done to them.

Business

Response:

We do have the parts here to fix the issue. **. [redacted] may bring the vehicle in next week if that works for him.

I dropped my classic vehicle off to have front end damage repaired and repainted, however; when they took the interior door panels off they sliced the leather on the panels of both doors due to not knowing how to remove them properly. I have contacted the young lady in charge at the service department multiple times to have them make good on the issue. I have returned the vehicle at one point and was told they were going to place the door panels with new ones. They attempted to epoxy the old ones since they did put them back in correctly and never did repair the slices in the leather panels either. When I realized after I had received the car back that the leather was never fixed either I contacted the company again, they had me bring the car in to show that they epoxied the panels since they broke the pins and never fixed the slices in the leather panels they said the would order new panels. I have contacted them three times since I was told the panels were shipped and on their way and never heard from them again. I am assuming at this point they are attempting to not make good on the repairs. The tool they used to slice the leather panels was also left in the car when I picked it up, I did return this tool when I took the car back the second time to have the above damage repaired correctly.