Subject: Response to Complaint ID# [redacted] Aloha, Thank you for the opportunity to respond to Mr. [redacted]'s complaint, ID# [redacted]. We have spoken to Mr. [redacted] on several occasions regarding this situation and have tried our best to provide him with technical assistance to resolve his...
issue. It is unfortunate that Mr. [redacted] has been having these issues, however, they are in no way related to the work we performed. Initially Mr. [redacted] brought a brand new cylinder head to us with all new parts to machine and install. While we were initially discussing his job Mr. [redacted] revealed that the reason we were building a brand new head was because the original head had suffered a failure due to the timing belt being interrupted by a 2nd belt which runs the oil pump. The belt that runs the oil pump had come off and gotten tangled in the timing belt. This will become an important piece of information later as we discuss the subsequent failure. Mr. [redacted]'s complaint about improperly bled lifters causing damage to 4 valves is unfortunately a flawed analysis. There are a total of 16 valves on his 4 cylinder engine, 4 per cylinder. All 4 of the damaged valves were on a single cylinder. They were damaged through contact with the piston. The valves for the other 3 cylinders were untouched and in perfect condition. This type of failure if indicative of an installation error which allowed the valves in that cylinder to contact the piston. There are several ways in which this could happen if the installer is not sufficiently experienced or certified to perform this type of complex work. Never the less we repaired Mr. [redacted]'s head for a discounted rate as a good will gesture. We want our customers to have positive outcomes with their jobs and will help them as much as we can. Nearly 7 weeks after returning Mr. [redacted]'s repaired head to him he brought it back to us with an extreme catastrophic failure. He had been running and tuning the car for 2-3 weeks and the oil pressure light had come on. He inspected the head and found that the area of the head where the camshafts ride (called the cam journals, there are 10 of them) were damaged and galled. One area was blackened and burnt. We immediately began disassembling and inspecting the head for physical evidence of what could have caused this issue. What we found was the damage became progressively worse at the cam journals that were further away from the mail oil supply. This is a textbook example of an engine with an oil supply issue. We pulled in 4 other machinists in our shop, myself and the owner who combined have over 120 years of experience to consult on the cause of this failure. We discussed Mr. [redacted]’s analysis of the situation at length and gave it the utmost consideration for reasonable doubt. The conclusion was unanimous: what Mr. [redacted] described as causing the issue we analyzed is virtually impossible and that the engine has an oil supply or pressure problem. Additionally, our warranty terms are clearly stated on every invoice. Below is the applicable portion: “Machine work is warranted for a period of 30 days… At our option, defective items will be replaced or limited to the amount of the invoice... Lack of lubrication… voids any warranty.” I’ve communicated our findings to Mr. [redacted] at offered to try and repair the head at a discounted rate as a continued show of good will despite being outside the warranty period. In return he has been argumentative and accused us of being deceptive. Nothing could be further from the truth. We strive to help our customers solve their problems, not simply perform a routine service without giving consideration as to the cause. Blindly machining and assembling engine components without regard to the environment in which they’re used is a disservice to not only our customers but to ourselves as well. This is not how we’ve ever operated in the 70+ years we’ve been in business servicing professional mechanics, fleet vehicles and the home hobbyist. If Mr. [redacted] would like to provide replacements for the damaged parts we will gladly machine assemble them for him at a discounted rate. Otherwise we request he pick up his parts and we conclude our business dealings. Sincerely, Chad J[redacted] Manager Ted's Automotive Machine Shop, Inc 414 Mokauea St, Honolulu, HI 96819 Voice: (808)845-3488 FAX: (808)845-4889 [email protected]
Complaint: [redacted]
I am rejecting this response because:The claim that several weeks had past is completely false and I have evidence to prove it. With the receipts provided by TEDS. The claim that the lifters were improperly bleed is false as Lyle a worker there who bleed the lifters explained infront of Chad how he bled the lifters and it goes against the proper procedures that a machine shop of over 70 years could have followed, and I have evidence to prove it.The claim of oil pressure loss from myself is based on the fact that the only way those types of burns could be caused by improper oiling from the oil galleies which were never cleaned regardeless of the fact theses galleys suffered damage from the initial improper assembly by Teds Machine Shop. The warranty should be honored by teds as the head was returned for the bent valve work within 30 days of thier failure to improperly install the lifters and assemble the head. Receipt number 410955 and 410362 should be sufficient evidence from both parties to the amounts of $328.29 and $848.24 in total.Teds has not offered to repair thier mistake. Teds management has expressed to both thier staff and employees that my head "Isnt worth the time". Also this expressing was followed up by the lack of any professional effort to repair the head as it now sits in thier shop. I believe this issue can be resolved out of court if Teds Automotive agrees to allow me to speak with the Owner of the company; not Chad about the issue in order to avoid lawsuit totalling in the value of the car, my labor, fees, expenses, parts and Valueable time lost to this drama. The refund would be the $328.29 and the $848.24 totaling in $1,176.53 exactly in the form of Cash or Check. If not this matter will require legal action that will be costly and I'm sure as a business owner to the Teds Automotive Business does not want to be apart of.
Sincerely,
[redacted]
Subject: Response to Complaint ID# [redacted] Aloha, Thank you for the opportunity to respond to Mr. [redacted]'s complaint, ID# [redacted]. We have spoken to Mr. [redacted] on several occasions regarding this situation and have tried our best to provide him with technical assistance to resolve his...
issue. It is unfortunate that Mr. [redacted] has been having these issues, however, they are in no way related to the work we performed. Initially Mr. [redacted] brought a brand new cylinder head to us with all new parts to machine and install. While we were initially discussing his job Mr. [redacted] revealed that the reason we were building a brand new head was because the original head had suffered a failure due to the timing belt being interrupted by a 2nd belt which runs the oil pump. The belt that runs the oil pump had come off and gotten tangled in the timing belt. This will become an important piece of information later as we discuss the subsequent failure. Mr. [redacted]'s complaint about improperly bled lifters causing damage to 4 valves is unfortunately a flawed analysis. There are a total of 16 valves on his 4 cylinder engine, 4 per cylinder. All 4 of the damaged valves were on a single cylinder. They were damaged through contact with the piston. The valves for the other 3 cylinders were untouched and in perfect condition. This type of failure if indicative of an installation error which allowed the valves in that cylinder to contact the piston. There are several ways in which this could happen if the installer is not sufficiently experienced or certified to perform this type of complex work. Never the less we repaired Mr. [redacted]'s head for a discounted rate as a good will gesture. We want our customers to have positive outcomes with their jobs and will help them as much as we can. Nearly 7 weeks after returning Mr. [redacted]'s repaired head to him he brought it back to us with an extreme catastrophic failure. He had been running and tuning the car for 2-3 weeks and the oil pressure light had come on. He inspected the head and found that the area of the head where the camshafts ride (called the cam journals, there are 10 of them) were damaged and galled. One area was blackened and burnt. We immediately began disassembling and inspecting the head for physical evidence of what could have caused this issue. What we found was the damage became progressively worse at the cam journals that were further away from the mail oil supply. This is a textbook example of an engine with an oil supply issue. We pulled in 4 other machinists in our shop, myself and the owner who combined have over 120 years of experience to consult on the cause of this failure. We discussed Mr. [redacted]’s analysis of the situation at length and gave it the utmost consideration for reasonable doubt. The conclusion was unanimous: what Mr. [redacted] described as causing the issue we analyzed is virtually impossible and that the engine has an oil supply or pressure problem. Additionally, our warranty terms are clearly stated on every invoice. Below is the applicable portion: “Machine work is warranted for a period of 30 days… At our option, defective items will be replaced or limited to the amount of the invoice... Lack of lubrication… voids any warranty.” I’ve communicated our findings to Mr. [redacted] at offered to try and repair the head at a discounted rate as a continued show of good will despite being outside the warranty period. In return he has been argumentative and accused us of being deceptive. Nothing could be further from the truth. We strive to help our customers solve their problems, not simply perform a routine service without giving consideration as to the cause. Blindly machining and assembling engine components without regard to the environment in which they’re used is a disservice to not only our customers but to ourselves as well. This is not how we’ve ever operated in the 70+ years we’ve been in business servicing professional mechanics, fleet vehicles and the home hobbyist. If Mr. [redacted] would like to provide replacements for the damaged parts we will gladly machine assemble them for him at a discounted rate. Otherwise we request he pick up his parts and we conclude our business dealings. Sincerely, Chad J[redacted] Manager Ted's Automotive Machine Shop, Inc 414 Mokauea St, Honolulu, HI 96819 Voice: (808)845-3488 FAX: (808)845-4889 [email protected]
Complaint: [redacted]
I am rejecting this response because:The claim that several weeks had past is completely false and I have evidence to prove it. With the receipts provided by TEDS. The claim that the lifters were improperly bleed is false as Lyle a worker there who bleed the lifters explained infront of Chad how he bled the lifters and it goes against the proper procedures that a machine shop of over 70 years could have followed, and I have evidence to prove it.The claim of oil pressure loss from myself is based on the fact that the only way those types of burns could be caused by improper oiling from the oil galleies which were never cleaned regardeless of the fact theses galleys suffered damage from the initial improper assembly by Teds Machine Shop. The warranty should be honored by teds as the head was returned for the bent valve work within 30 days of thier failure to improperly install the lifters and assemble the head. Receipt number 410955 and 410362 should be sufficient evidence from both parties to the amounts of $328.29 and $848.24 in total.Teds has not offered to repair thier mistake. Teds management has expressed to both thier staff and employees that my head "Isnt worth the time". Also this expressing was followed up by the lack of any professional effort to repair the head as it now sits in thier shop. I believe this issue can be resolved out of court if Teds Automotive agrees to allow me to speak with the Owner of the company; not Chad about the issue in order to avoid lawsuit totalling in the value of the car, my labor, fees, expenses, parts and Valueable time lost to this drama. The refund would be the $328.29 and the $848.24 totaling in $1,176.53 exactly in the form of Cash or Check. If not this matter will require legal action that will be costly and I'm sure as a business owner to the Teds Automotive Business does not want to be apart of.
Sincerely,
[redacted]