Boyd Automotive

Failure to provide adequate maintenance during a timing belt service replacement procedure that resulted in addt'l out of pocket costs & repairs.[redacted]:1.29.13 Engine misfire problem noticed. Problem diagnosed & repaired by Boyd dealer; NOTE: settlement by[redacted] (class action lawsuit in July '14) resulted in my costs (est. $270)reimbursed.10.22.14 Repeat engine misfire issue noted again & repaired by dealer. During THIS repair service while front end was apart Boyd called to RECOMMEND addt'l services (change timing, driving belt & water pump) & I was charged for parts only ($340.81) . In Nov'14 noise heard when starting the car & after several weeks of hearing I contacted Boyd & they recommended bringing in car.12.1 Upon inspection they informed me it was the timing belt tensioner. Repair costs parts/labor est. $580. I elected for a 2nd opinion ([redacted]) & following their insp. they stated it was the timing belt tensioner and felt THIS SHOULD have also been replaced at the SAME time car was apart when changing the other belts in October. I called Boyd & spoke to GM, [redacted], he stated I would have to eat all repair costs to fix this problem. He stated,"Tensioner had gone bad & we DON'T routinely check or change them when replacing the other belts." This was not a simple repair matter & with the front end completely apart would it NOT MAKE LOGICAL SENSE TO INSPECT timing belt tensioner as you are right there?? 12.3.14 I filed a Consumer complaint with [redacted]. Called 4 other local [redacted] dealer service departments & all stated it is their dealership policy to change tensioner when changing timing belts esp. on V6 engines. 12.9.14 Elected to have tensioner repair work performed by [redacted]. [redacted] noted that when Boyd originally completed engine misfire issue that the firewall was sealed improperly & could cause oil leaks. (Photos available) Desired SettlementA full & complete refund to me of all monies spent to repair this tensioner belt and to also cover any and all costs associated with fixing the firewall issue found and for work to be performed at a dealership of my choice. The inconvenience of traveling back & forth to their dealership, days of being without my car, and in securing a second opinion...I'll eat that expense. Thank you for your time.[redacted]Business Response RE: Case #[redacted]Thank you for informing Boyd Automotive of [redacted] concern. ON 10/22/2014, [redacted] was brought into our dealership with a check engine light and engine running rough concern, the root cause was diagnosed and found to be a fouled cylinder 3 spark plug. Per [redacted] service bulletin 13-078 when a this make and model vehicle is diagnosed with a fouled spark plug on this cylinder and there are no software updates available the repair process is to replace piston rings on cylinders 1-3, this procedure was performed at no charge to Ms. [redacted]. During this process there are a fair amount of components removed that would also be required to be removed during a routine timing belt/water pump replacement service, as a courtesy to our customers we always suggest replacing the timing belt and water pump at this time, if it's at or near time for this scheduled maintenance, in doing so the customer saves a fair amount of labor normally charged for this service. In the case with Ms. [redacted], the vehicle had 138036 miles on it and as a general guide the timing belt should be replaced at 105000 miles, so we suggested the additional maintenance since is was approximately 33000 miles overdue. Ms. [redacted] agreed to the suggested maintenance. Following [redacted] workshop manual instructions the timing belt was removed and replaced, this includes removing, resetting and re-installing the timing belt tensioner. We have performed literally hundreds of these services and have never replaced the tensioner unless there were visual defects noted during this procedure, there were no visual defects noted in this case and the tensioner was re-installed per [redacted] workshop manual directions. On 12/02/2014, 1742 miles after the initial repair, Ms. [redacted] returned to the dealership concerned of a knocking noise from the engine when first started, our technician diagnosed the root case to be from the timing belt tensioner not holding tension when cold, as the engine ran the noise went away and the tensioner worked as designed. Boyd [redacted] is empathetic to Ms. [redacted]s concern, we have reviewed the case and procedures followed in the repair and we feel we made every effort to correctly repair Ms. [redacted]'s vehicle at the lowest cost to the customer. Again we have performed hundreds of timing belt services and do not replace tensioners unless there are visual defects, no where in [redacted]'s workshop manual is it suggested or implied the tensioner needs to be replaced routinely with the timing belt service and we feel doing so would be an unfair cost to our customers when no defects are noted. Unfortunately parts do fail and we have no way of forecasting when that will happen, as in the case of the tensioner on Ms. [redacted]'s [redacted]. We rely on manufacturer's manuals, and experience to make repairs and maintenance suggestions to our customers and followed both in this case. To address the potential leak at the "firewall", we are unsure what Ms. [redacted] is referencing. In the automotive industry the "firewall" is referring to the metal that isolates the engine compartment from the passenger compartment. No repairs made to Ms. [redacted]'s [redacted] involved the firewall. Boyd Automotive will inspect and repair any defects caused by our workmanship, but are not in the position to pay for outside vendor repairs. We also decline the opportunity to refund Ms. [redacted] for all monies spent in this matter, as we feel all process were correctly followed in the repairs made to the vehicle.