Cisco's Benz & Beemer Auto Repair

To Who It may Concern:First and foremost, I would like to thank you for the opportunity to respond to Mr, ***'s complaint. Here are the facts: Mr*** was looking for an affordable way to fix his carAfter we gave him our repair bill he asked if we could possibly find used parts to
reduce the costThe most expensive parts in the repair of his car are the VANOS HIGH PRESURE PUMP (retail cost $3,720.71), THE THREE SOLENOID ADJUSTERS (retail cost $1890.00x =$5,670.00) AND THE CAMSHAFT EXHAUST SPROCKET (retail cost $1,347.00)As you can see these parts are very expensive that is why he wanted our staff to find used parts. His car was at our shop for months because we were having problems locating the USED PARTS MR*** OPTED TO PUT IN HIS CAROne of our staff members finally found a used VANOS HIGH PRESSURE PUMP on or around June 1, After our technician installed the USED vanos high pressure pump and while that same technician was reassembling the engine it was discovered that Mr***'s car needed a camshaft exhaust sprocketWe advised Mr*** of our discovery and upon his approval we started to hunt for a USED camshaft exhaust sprocketOnce we found the USED camshaft exhaust sprocket we reassembled and installed the engine, Afterall of the hours of intensive labor used to reassemble and install the engine it was discovered the USED vanos high pressure pump we purchased was defective and also out of warrantyOur shop had to absorb the $1500.00.lossAt this point our staff had spent hours of unbillable hours removing, reassembling and reinstalling Mr***'s engine because of defective parts. Our shop could not afford to again removereassemble and reinstall Mr***'s engine with a possible defective used vanes high presSure pumpMr*** was advised of the situation and gave us an over the phone approval to purchase a new vanes high pressure pumpOnce we received the new vanos high pressure pump it was installed and hours of the total hours billed were attributed to removing and replacing the vanos high pressure pump. Due to all the problems we had with the non returnable vanos high pressure pump our technicians were skeptical about finding a reputable business to purchase the USED solenoidsMr*** ended up purchasing USED solenoids from an outside sourceIt takes 3'f hours to remove and replace solenoidsUnfortunately, it took our staff a total of labors hours to replace Mr***'s solenoids because of the solenoids he purchased was defectiveAfter returning that defective solenoid to his outside source they then again gave him ANOTHER defective solenoid not just but other times that our staff had to install and removeAfter all the trouble Mr*** had locating a good used solenoid and all of the wasted hours of installing, removing and reinstalling and removing Mr***'s defective solenoids into his BMW MG he then authorized us to purchase brand new solenoid from SSFAs you can see, Mr*** was fully aware of the unanticipated, unavoidable problems we encountered while repairing his vehicle and approved the purchase of a NEW VANOS HIGH PRESSURE PUMP $and NEW SOLENOID (vanos high pressure pump $3,+ solenoid$= $4,512.33) Our shop even discounted the price of the parts so as to minimize the costThe retail cost of a vanos high pressure pump is $3,the retail cost of the solenoid is $1,Retail cost of those parts is $5,our shop charged him $4,512.33, we saved Mr*** over one thousand dollars, specifically $dollars. At this time, I must take a quote from Mr***'s complaint to demonstrate that he clearly understood what was wrong with his car"The main identifying evidence was metal shavings in the oil pan which a third party in Sacramento advised Cisco to look forThis pointed to failed engine rod bearingsThis requires pulling the engine out of the car and replacing the rod bearings and other components such as a high pressure vanos pump, solenoids, oil accumulators, gaskets, sprockets, and any and all related parts". The other "related parts" are identified on Mr***'s invoice except for the oil accumulatorMr_ *** did not purchase the oil accumulator from our shop. In Mr***'s complaint he states that he paid us THE LAST $1,TO GET HIS CAR BACKMr*** still owes our shop $2,for the work we performed on his car. On July 20, 2017, Mr*** test drove his car and it was running perfectlyHowever, on July 21, 2017, when our staff drove the car the CHECK ENGINE LIGHT CAME BACK ON FOR VANOS SOLENOID EXHAUST BANK 2' PROBLEM AND THE TECHNICIAN ALSO HEARD A SLIGHT RATTLING AT HIGH TORQUEWHICH IS AN IDICATION OF PROBABLE OIL PRESSURE LOSSMr*** was advised of the situation but still insisted on taking his carHe actually spent hours, AFTER THE SHOP WAS CLOSED FOR BUSINESS, convincing the manager of the shop to please release the carDue to the fact that we have always had a good business relationship with Mr*** we allowed him to take the car still owing us a balance of $2,At that time he promised to pay the balance "in a couple of weeks". In conclusion: Mr*** is and was completely aware of why the car was at our shop for so longMr*** is and was aware of the many USED PART problems we had with his car and approved the additional costs of the new parts we had to purchaseMr*** signed and dated invoice #agreeing to the amount owed and also acknowledged that he was aware that his car still had a CHECK ENGINE WARNING LIGHT problem and an oil pressure problem. MOST IMPORTANTLY MR *** IS RESPONSIBLE FOR FUTHER DAMAGING.HIS CAR BY KNOWINGLY DRIVING IT MILES, KNOWING THAT HIS CAR HAD RATTLING SOUNDS AT HIGH TORQUE AND KNOWING THE CAUSE WAS PROBABLE OIL PRESSURE LOSS. At this time, Mr*** has paid our shop $9,$7,is the cost of all the parts that we Installed into Mr***'s carThe labor hours needed to perform a MAIN & ROD BEARING JOB ON HIS BMW Mare Our shop was only charging him hours to complete the jobMr*** has only paid 171/hoursPlease keep in mind that it takes hours to remove and reinstall his engine oil pan into his car and our shop had to do it on separate occasions and please keep in mind the additional hours we spent on the used solenoid problems