My response below in RED
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaintThank you for your response and I would like to note the following:
Several inspections/diagnosis have been done by both USAA and Glenn Automall Infiniti determining an internal engine issue which has caused several damages/parts to fail and is presently knocking which is noted by the dealership(USAA statement attached)
All external components were either transferred or replaced to ensure compliance with Bessler Autoparts warranty(*** *** installer on cc) The harmonic balancer / crank pully are external components and were by their own admission changed during the installationThe balancer / harmonic balancer were the cause of the over heating contributing to the engine failureOver heating of the engine will void the warranty
Several fluids including engine oil dispensed from the vehicle during the events that led to the car having to be towed(See attached picture) Engine oil will not be purged from an engine as a result of overheatingThe lack of engine oil was a result of a lack of maintenance and as stated before has voided the warranty.
In order to conduct a through inspection, oil has to be present in the engine to provide a more clear diagnosis in which the internal engine issue was/is apparent(Dealership statement attached and cc'd) Precisely my point, the engine was run out of oil causing failure and this is not covered under the terms of our warranty.
Furthermore, I have every record that shows the proper care and use as an owner including my most recent oil changes and top offsPlease submit these records for our considerationThey would be appreciated, however, no oil, the harmonic balancer failure and the subsequent overheating of the engine are facts that cannot be ignoredThe balancer was taken off of their customers original engine and installed on the replacement engine we providedThe failure of that component is the reason that *** *** had the issue and this would not cause the oil to exit the engine.
As a customer I feel that Bessler Autoparts is completely out of line with their accusations and pompous assumptions to avoid even the possibility of being responsibleBut yet have not taken any actions to conduct their own inspection/diagnosis, adequately contact the customer, and seek further clarification on inspections done by USAA and InfinitiInstead, Bessler Autoparts quick response to Revdex.com has done the following: I am sorry that *** *** feels the way that he does, he is not our customer and has never been our customer but I understand his frustrationHe purchased this engine through a mechanical shop and our warranty is extended to that shop and not to himI have neither made any or intend to make any accusations or assumptionsAll of the information provided for us to make a decision was provided by *** *** and any assertion made by Bessler were derived from those facts and *** ***'s own words.
Provided invalid excuses as if the core issue is an external problem Failure of the harmonic balancer is an external problem
Insinuated that the engine was installed improperly by *** *** *** As far as I can tell *** *** *** installed the engine to satisfy our warranty, the failure of a component of *** *** vehicle causing this issue was not and is not *** *** ***s fault.
Discredited all inspections done by customers dealership and particularly the customers insurance company which included both internal and external assessmentsWith all due respect is not the duty or responsibility of USAA or the Dealership to make the terms of our warranty to *** *** *** valid or invalidThey have made an honest effort to provide information to *** *** as requested, however, their assessments have not
Falsely accusing customer of improperly misusing vehicle causing the vehicle to overheat and engine fluids to dispense from the vehicle Again, *** *** is not our customer, *** *** *** is our customer and we have made no such accusationWe would not be in dialog with *** *** if he had not reached out to us instead of his vendor.
To have this be the response from Bessler Autoparts really shows their interest in resolving a matter by placing blame instead of choosing efforts that can be seen as due diligence and good customer serviceRegards,*** ***
I appreciate your consideration in this matterI hope that my response has satisfied the Revdex.com in its effort to help facilitate a resolution in this matterBessler has been an upstanding member of the business community for over years and we make every effort to respond in a fair and equitable wayEven though *** *** is not our customer and has made an attempt to disparage our good name with our customers, *** *** *** as well as the Infinity dealership, I have still taken my time to respond respectfully and thoughtfully.
Sincerely,
Tom Bessler
To: Revdex.com
This afternoon some one named *** with Bessler gave me a call and provided me with a handful of excuses that made no sense to me He said something about being out of town and the company phone system sent calls to his personal cell phone so did not return those phone calls and that he has been sooooo busy......Tom Bessler never called me I wanted to resolve this issue for over a month so there is no reason why I would have delayed this process by not returning his phone calls Everyday this issue continued to be unresolved cost me more money in car rental! I would have appreciated a phone from MrBessler explaining why his company did not do business in a manner that was explained to me by the person that sold me the engine I would have appreciated an explanation as to why it took the intervention of the Revdex.com to do business in an honorable business like manner Bessler did eventually pay the past due repair invoice Fortunately for me the repair shop waived the storage fee because Bessler's poor business practices made their business look bad I would advise anyone who decides to do business with Bessler Import Auto Parts to exercise due caution
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
*** *** ** ***
Thank you for bringing this issue our attention for discussion We are disappointed that *** *** ***s customer has had such an unfortunate turn of events, and we welcome the opportunity to explain our actions.
size="3">Complaint in BLACK and our response in RED
On January 20th, I reported a warranty claim with *** at Bessler Autoparts after the crankshaft pulley (harmonic balancer ) fell off the recently replaced engine causing a spiral of unfortunate events to occurOur limited warranty is made available to the customer *** *** *** on the back of their invoice and also on our website at besslerautoparts.com It clearly states that all external components must be transferred from the customers engine to the replacement engineThis includes but is not limited to the crank shaft pulleyI am sure that *** *** *** transferred the parts and the failed part was their customers and not ours.
Text copied and pasted from our website Engine Warranty Requirements:
Replace timing belt, all external seals including but not limited to crank seals, cam seals, pan gasket, intake gaskets and valve cover gasketsTransfer all accessories from the original engine to the recycled engineInstall new water pumpClean out intake and look into the intake and exhaust ports for any loose nuts or bolts etc(debris can end up inside of the cylinder will cause damage and is the sole responsibility of the installer, debris can get caught inside the intake from a failed engine, causing subsequent failure of the replacement.) Check cooling system for leaks and install a new thermostatAntifreeze should be a 50/mixOil and filter must be replaced prior to start up and every miles or as required by manufacturerEngines are guaranteed not to knock, smoke excessively or use excessive oil (check manufacturer’s specification for allowed oil consumption)Cylinder block, head, pistons, crank valves and other internal lubricated parts are covered under this warrantyParts not covered are intake manifold, exhaust manifold, water pump, injectors, hoses, brackets, wiring harness, etcAfter several weeks of trying to contact *** I received a notification from Bessler without inspection that they would not honor the warranty claim, stating that the engine failed due to the harmonic balancer which is not an internal part of the engineOn February 19th my insurance company, USAA completed an full inspection report of the vehicle which clearly states that the failure of the internal bearings, located inside the engine initiated a chain of events that caused several damagesUSAA inspection did not include an internal assessment of the engine, however it did show that the engine did not have any oil in it, thus voiding the warrantyIt also showed a water pump leak that could also cause subsequent engine failureAlso, the Infinity dealership, the installing mechanical shop, our sales rep and our warranty administrator communicated numerous times with *** *** informing him that the issue he was having was not covered under our warranty and was not a problem with the engine, but the harmonic balancer that would have been transferred from the customers engine to the replacement engineIssue was brought to our attention 1/26/and even though *** *** is not our customer, *** still called twice, no answer and no voice mail to leave a message*** finally spoke to *** ***, our customer *** *** ***the Infinity dealership and our sales representative to make sure he had all of the information necessary to help in this matter.
Text copied and pasted from our website Any Improper use, abuse including but not limited to RACING, PULLING, overheating or low oil in engines or transmissions, neglect, careless handling, damage as a result of improper installation, modification or repair will void this warrantyExisting problems with the vehicle that will cause damage to the recycled part will also void the warrantyBased upon the invoice language and previous verbal conversations, repairs should be covered under my current year warranty Thereafter, I tried contacting Bessler several times eventually gaining Steve's (handles warranty claims) email address in order to provide an official written notice as verification that my claim is valid and to disclose once again my displeasure with the way this situation is being handledIt is only now that I file this claim with the Revdex.com on March 4th, as there as been no action in regards to my claimAgain the nonpartisan USAA inspection made it very clear to us that the failure occurred as a result of negligence on behalf of *** *** ***s customer *** ***Also the USAA inspection indicated several points of damage to the vehicle, some older and some that could potentially be recent damageNo oil in engine is not caused by harmonic balancer failure, however it could have been caused by damage to the oil pan on the engine as a result of an accident or from a lack or maintenance to the vehicle after the engine was replaced.
It is very clear to Bessler Auto Parts that the terms of our warranty have not been followed and it is has been our unfortunate duty to inform 4th Street's customer that the terms of the warranty have not been met and would not be able to honor the warranty for *** *** ***However since *** *** *** is our customer and *** *** is their customer we are not in a position to dictate the outcome of their warranty, we can only articulate our position.
We take pride in our company and our warranty program and we try our best to act in the best interest of our customer and the companyThere are other facts in this matter that also helped up to make this decision that would be inappropriate to discuss with *** *** because he is not our customer, however we fully support *** *** ***s decision not to take care of this non engine related matter.
I hope this has given you enough information to satisfy this complaintIf more information is required please feel free to reach out to me and I am happy to answer any questions the Revdex.com may have in regard to this complaint
Stay warm and have a nice day
Sincerely,
Tom Bessler
To whom this may concern:
I have repeatedly tried to return Mr ***'s call over the past few weeks, as I just did and went to voice mailMr *** actually just called me back and gave me the shops name and numberFor some reason we never received the bill that his garage said they sentI called the garage and paid the bill in full as of 07/09/3:
Thanks,*** ***
Don't pay cash for a part from this place they order your part and then when it's wrong and they can't fix it they don't even want to give you your cash back they have to write you a check or mail you a check if I give you cash I should receive cash back never go here again
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am the end customer of the engine and owner of the vehicle. We (Myself
and Vendor) were told and under the believe that my warranty would be
honored even if I was unable to reach [redacted].But with that said I hope your current and future customers receive better customer service than I have with your stance that I am not your customer.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Thank you for your response and I would like to note the following:
Several inspections/diagnosis have been done by both USAA and Glenn Automall Infiniti determining an internal engine issue which
has caused several damages/parts to fail and is presently knocking
which is noted by the dealership. (USAA statement attached)
All
external components were either transferred or replaced to ensure
compliance with Bessler Autoparts warranty. ([redacted] installer on cc)
Several
fluids including engine oil dispensed from the vehicle during the
events that led to the car having to be towed. (See attached picture)
In
order to conduct a through inspection, oil has to be present in the engine to
provide a more clear diagnosis in which the internal engine issue was/is
apparent. (Dealership statement attached and cc'd)
Furthermore, I
have every record that shows the proper care and use as an owner
including my most recent oil changes and top offs.
As
a customer I feel that Bessler Autoparts is completely out of line with
their false accusations and pompous assumptions to avoid even the
possibility of being responsible. But yet have not taken any actions to
conduct their own inspection/diagnosis, adequately contact the customer,
and seek further clarification on inspections done by USAA and
Infiniti. Instead, Bessler Autoparts quick response to Revdex.com has done the
following:
Provided invalid excuses as if the core issue is an external problem
Insinuated that the engine was installed improperly by [redacted]
Discredited
all inspections done by customers dealership and particularly the
customers insurance company which included both internal and external
assessments.
Falsely accusing customer of improperly misusing
vehicle causing the vehicle to overheat and engine fluids to dispense
from the vehicle
To have this be the response from Bessler
Autoparts really shows their interest in resolving a matter by placing
blame instead of choosing efforts that can be seen as due diligence and
good customer service.
Regards,
[redacted]
I have repeatedly tried to return Mr [redacted]'s call over the past few weeks, as I just did and went to voice mail. Mr [redacted] actually just called me back and gave me the shops name and number. For some reason we never received the bill that his...
garage said they sent. I called the garage and paid the bill in full as of 07/09/2014 3:10
My response below in RED
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaintThank you for your response and I would like to note the following:
Several inspections/diagnosis have been done by both USAA and Glenn Automall Infiniti determining an internal engine issue which has caused several damages/parts to fail and is presently knocking which is noted by the dealership(USAA statement attached)
All external components were either transferred or replaced to ensure compliance with Bessler Autoparts warranty(*** *** installer on cc) The harmonic balancer / crank pully are external components and were by their own admission changed during the installationThe balancer / harmonic balancer were the cause of the over heating contributing to the engine failureOver heating of the engine will void the warranty
Several fluids including engine oil dispensed from the vehicle during the events that led to the car having to be towed(See attached picture) Engine oil will not be purged from an engine as a result of overheatingThe lack of engine oil was a result of a lack of maintenance and as stated before has voided the warranty.
In order to conduct a through inspection, oil has to be present in the engine to provide a more clear diagnosis in which the internal engine issue was/is apparent(Dealership statement attached and cc'd) Precisely my point, the engine was run out of oil causing failure and this is not covered under the terms of our warranty.
Furthermore, I have every record that shows the proper care and use as an owner including my most recent oil changes and top offsPlease submit these records for our considerationThey would be appreciated, however, no oil, the harmonic balancer failure and the subsequent overheating of the engine are facts that cannot be ignoredThe balancer was taken off of their customers original engine and installed on the replacement engine we providedThe failure of that component is the reason that *** *** had the issue and this would not cause the oil to exit the engine.
As a customer I feel that Bessler Autoparts is completely out of line with their accusations and pompous assumptions to avoid even the possibility of being responsibleBut yet have not taken any actions to conduct their own inspection/diagnosis, adequately contact the customer, and seek further clarification on inspections done by USAA and InfinitiInstead, Bessler Autoparts quick response to Revdex.com has done the following: I am sorry that *** *** feels the way that he does, he is not our customer and has never been our customer but I understand his frustrationHe purchased this engine through a mechanical shop and our warranty is extended to that shop and not to himI have neither made any or intend to make any accusations or assumptionsAll of the information provided for us to make a decision was provided by *** *** and any assertion made by Bessler were derived from those facts and *** ***'s own words.
Provided invalid excuses as if the core issue is an external problem Failure of the harmonic balancer is an external problem
Insinuated that the engine was installed improperly by *** *** *** As far as I can tell *** *** *** installed the engine to satisfy our warranty, the failure of a component of *** *** vehicle causing this issue was not and is not *** *** ***s fault.
Discredited all inspections done by customers dealership and particularly the customers insurance company which included both internal and external assessmentsWith all due respect is not the duty or responsibility of USAA or the Dealership to make the terms of our warranty to *** *** *** valid or invalidThey have made an honest effort to provide information to *** *** as requested, however, their assessments have not
Falsely accusing customer of improperly misusing vehicle causing the vehicle to overheat and engine fluids to dispense from the vehicle Again, *** *** is not our customer, *** *** *** is our customer and we have made no such accusationWe would not be in dialog with *** *** if he had not reached out to us instead of his vendor.
To have this be the response from Bessler Autoparts really shows their interest in resolving a matter by placing blame instead of choosing efforts that can be seen as due diligence and good customer serviceRegards,*** ***
I appreciate your consideration in this matterI hope that my response has satisfied the Revdex.com in its effort to help facilitate a resolution in this matterBessler has been an upstanding member of the business community for over years and we make every effort to respond in a fair and equitable wayEven though *** *** is not our customer and has made an attempt to disparage our good name with our customers, *** *** *** as well as the Infinity dealership, I have still taken my time to respond respectfully and thoughtfully.
Sincerely,
Tom Bessler
To: Revdex.com
This afternoon some one named *** with Bessler gave me a call and provided me with a handful of excuses that made no sense to me He said something about being out of town and the company phone system sent calls to his personal cell phone so did not return those phone calls and that he has been sooooo busy......Tom Bessler never called me I wanted to resolve this issue for over a month so there is no reason why I would have delayed this process by not returning his phone calls Everyday this issue continued to be unresolved cost me more money in car rental! I would have appreciated a phone from MrBessler explaining why his company did not do business in a manner that was explained to me by the person that sold me the engine I would have appreciated an explanation as to why it took the intervention of the Revdex.com to do business in an honorable business like manner Bessler did eventually pay the past due repair invoice Fortunately for me the repair shop waived the storage fee because Bessler's poor business practices made their business look bad I would advise anyone who decides to do business with Bessler Import Auto Parts to exercise due caution
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
*** *** ** ***
Thank you for bringing this issue our attention for discussion We are disappointed that *** *** ***s customer has had such an unfortunate turn of events, and we welcome the opportunity to explain our actions.
size="3">Complaint in BLACK and our response in RED
On January 20th, I reported a warranty claim with *** at Bessler Autoparts after the crankshaft pulley (harmonic balancer ) fell off the recently replaced engine causing a spiral of unfortunate events to occurOur limited warranty is made available to the customer *** *** *** on the back of their invoice and also on our website at besslerautoparts.com It clearly states that all external components must be transferred from the customers engine to the replacement engineThis includes but is not limited to the crank shaft pulleyI am sure that *** *** *** transferred the parts and the failed part was their customers and not ours.
Text copied and pasted from our website Engine Warranty Requirements:
Replace timing belt, all external seals including but not limited to crank seals, cam seals, pan gasket, intake gaskets and valve cover gasketsTransfer all accessories from the original engine to the recycled engineInstall new water pumpClean out intake and look into the intake and exhaust ports for any loose nuts or bolts etc(debris can end up inside of the cylinder will cause damage and is the sole responsibility of the installer, debris can get caught inside the intake from a failed engine, causing subsequent failure of the replacement.) Check cooling system for leaks and install a new thermostatAntifreeze should be a 50/mixOil and filter must be replaced prior to start up and every miles or as required by manufacturerEngines are guaranteed not to knock, smoke excessively or use excessive oil (check manufacturer’s specification for allowed oil consumption)Cylinder block, head, pistons, crank valves and other internal lubricated parts are covered under this warrantyParts not covered are intake manifold, exhaust manifold, water pump, injectors, hoses, brackets, wiring harness, etcAfter several weeks of trying to contact *** I received a notification from Bessler without inspection that they would not honor the warranty claim, stating that the engine failed due to the harmonic balancer which is not an internal part of the engineOn February 19th my insurance company, USAA completed an full inspection report of the vehicle which clearly states that the failure of the internal bearings, located inside the engine initiated a chain of events that caused several damagesUSAA inspection did not include an internal assessment of the engine, however it did show that the engine did not have any oil in it, thus voiding the warrantyIt also showed a water pump leak that could also cause subsequent engine failureAlso, the Infinity dealership, the installing mechanical shop, our sales rep and our warranty administrator communicated numerous times with *** *** informing him that the issue he was having was not covered under our warranty and was not a problem with the engine, but the harmonic balancer that would have been transferred from the customers engine to the replacement engineIssue was brought to our attention 1/26/and even though *** *** is not our customer, *** still called twice, no answer and no voice mail to leave a message*** finally spoke to *** ***, our customer *** *** ***the Infinity dealership and our sales representative to make sure he had all of the information necessary to help in this matter.
Text copied and pasted from our website Any Improper use, abuse including but not limited to RACING, PULLING, overheating or low oil in engines or transmissions, neglect, careless handling, damage as a result of improper installation, modification or repair will void this warrantyExisting problems with the vehicle that will cause damage to the recycled part will also void the warrantyBased upon the invoice language and previous verbal conversations, repairs should be covered under my current year warranty Thereafter, I tried contacting Bessler several times eventually gaining Steve's (handles warranty claims) email address in order to provide an official written notice as verification that my claim is valid and to disclose once again my displeasure with the way this situation is being handledIt is only now that I file this claim with the Revdex.com on March 4th, as there as been no action in regards to my claimAgain the nonpartisan USAA inspection made it very clear to us that the failure occurred as a result of negligence on behalf of *** *** ***s customer *** ***Also the USAA inspection indicated several points of damage to the vehicle, some older and some that could potentially be recent damageNo oil in engine is not caused by harmonic balancer failure, however it could have been caused by damage to the oil pan on the engine as a result of an accident or from a lack or maintenance to the vehicle after the engine was replaced.
It is very clear to Bessler Auto Parts that the terms of our warranty have not been followed and it is has been our unfortunate duty to inform 4th Street's customer that the terms of the warranty have not been met and would not be able to honor the warranty for *** *** ***However since *** *** *** is our customer and *** *** is their customer we are not in a position to dictate the outcome of their warranty, we can only articulate our position.
We take pride in our company and our warranty program and we try our best to act in the best interest of our customer and the companyThere are other facts in this matter that also helped up to make this decision that would be inappropriate to discuss with *** *** because he is not our customer, however we fully support *** *** ***s decision not to take care of this non engine related matter.
I hope this has given you enough information to satisfy this complaintIf more information is required please feel free to reach out to me and I am happy to answer any questions the Revdex.com may have in regard to this complaint
Stay warm and have a nice day
Sincerely,
Tom Bessler
To whom this may concern:
I have repeatedly tried to return Mr ***'s call over the past few weeks, as I just did and went to voice mailMr *** actually just called me back and gave me the shops name and numberFor some reason we never received the bill that his garage said they sentI called the garage and paid the bill in full as of 07/09/3:
Thanks,*** ***
Don't pay cash for a part from this place they order your part and then when it's wrong and they can't fix it they don't even want to give you your cash back they have to write you a check or mail you a check if I give you cash I should receive cash back never go here again
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am the end customer of the engine and owner of the vehicle. We (Myself
and Vendor) were told and under the believe that my warranty would be
honored even if I was unable to reach [redacted].But with that said I hope your current and future customers receive better customer service than I have with your stance that I am not your customer.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.
Thank you for your response and I would like to note the following:
Several inspections/diagnosis have been done by both USAA and Glenn Automall Infiniti determining an internal engine issue which
has caused several damages/parts to fail and is presently knocking
which is noted by the dealership. (USAA statement attached)
All
external components were either transferred or replaced to ensure
compliance with Bessler Autoparts warranty. ([redacted] installer on cc)
Several
fluids including engine oil dispensed from the vehicle during the
events that led to the car having to be towed. (See attached picture)
In
order to conduct a through inspection, oil has to be present in the engine to
provide a more clear diagnosis in which the internal engine issue was/is
apparent. (Dealership statement attached and cc'd)
Furthermore, I
have every record that shows the proper care and use as an owner
including my most recent oil changes and top offs.
As
a customer I feel that Bessler Autoparts is completely out of line with
their false accusations and pompous assumptions to avoid even the
possibility of being responsible. But yet have not taken any actions to
conduct their own inspection/diagnosis, adequately contact the customer,
and seek further clarification on inspections done by USAA and
Infiniti. Instead, Bessler Autoparts quick response to Revdex.com has done the
following:
Provided invalid excuses as if the core issue is an external problem
Insinuated that the engine was installed improperly by [redacted]
Discredited
all inspections done by customers dealership and particularly the
customers insurance company which included both internal and external
assessments.
Falsely accusing customer of improperly misusing
vehicle causing the vehicle to overheat and engine fluids to dispense
from the vehicle
To have this be the response from Bessler
Autoparts really shows their interest in resolving a matter by placing
blame instead of choosing efforts that can be seen as due diligence and
good customer service.
Regards,
[redacted]
To whom this may concern:
I have repeatedly tried to return Mr [redacted]'s call over the past few weeks, as I just did and went to voice mail. Mr [redacted] actually just called me back and gave me the shops name and number. For some reason we never received the bill that his...
garage said they sent. I called the garage and paid the bill in full as of 07/09/2014 3:10
Thanks,[redacted]