Diesel Services of Northern Colorado

Diesel Services of Northern ColoradoE Mulberry St Unit DFort Collins, Colorado 80524-970-221-970-221-fax [redacted] *** January 20, 2016The Revdex.comRE: ID # [redacted] Good Day to You,We appreciate the opportunity to respond to our customer’s experience report after having his truck at our shopWe take our customers’ satisfaction very seriously and are disappointed that when further problems arose he did not call for solutionsWe would have preferred to have had the truck towed here and diagnosed his problems We stand behind our work.After examining the records, speaking to Service Consultant and the Technician who did the work as well as the Shop Foreman, here’s what I learned.Our customer brought his truck here with the following requests: 1) he wanted us to replace the high pressure oil pump (HPOP), the injection control pressure sender (ICP) and the injection pressure regulator (IPR) to solve oil leaking from the engine2) Check on why the check engine light comes on and it blows white smoke on startup when it’s cold out but the check engine light goes out upon a restartHe reported 3) that the batteries are low, the truck needs to be jump started, the brake controller is flashing and the turn signals are out.We suggested we perform diagnostics to assure he really needs all those parts to solve the oil leak because the replacement of those three components takes over hours labor ($775.00)Our objective is to never sell repairs that are not needed and we consider that to be quite a large expense The customer agreedHe also expressed the importance of keeping costs down and we kept that in mind throughoutWe found the truck would not crank nor startWe charged up the batteries until we could get it to startOnce it started, it would not stay running long enough to diagnose the fuel and oil leak problemThe alternator needed to be replaced before further diagnostics could take place.1) The oil leak diagnosis found the largest oil leak to be from the top coverIn addition, two fuel return lines were found to be leaking fuelA fuel leak can often wash oil residue across the engine and appear to be an oil leak due to its black contaminationA fuel leak will add to the volume of what is perceived to be only an oil leakWe ordered the fuel linesWe also found the oil dipstick tube to be leaking oil at the o-ring, fuel is leaking from the banjo washers on the fuel pumpThese were smaller leaks compared to the top cover and the fuel linesWe provided an estimate for all the repairsThe customer approved only the major leak repairs in the amount of $which was approved by Rob at 11:55am on December 21st.2) The electronic diagnostics showed several codes: [redacted] lower/higher than desired, ***,***,*** The oil pressure was at at idleThese codes lead to possible high pressure oil pump, possible injector o-ringsFurther testing would be neededThe truck was running roughThe Advisor and the Shop Foreman mentioned that to the customer; he wanted to just start with the oil and fuel leaks for now.3) Testing found the batteries are low due to the fact that the alternator is failingThe customer took the truck to replace the alternator himself while waiting for the fuel lines to be ordered as the dealer no longer stocks those lines for that truckWe left the Repair Order open because he was bringing the truck back.When the truck was returned after the alternator was replaced, we replaced the leaking fuel linesAs for the oil leak, the perfect solution would have been to replace that top cover, but that part is no longer available to purchase newThe truck is years old and some parts are no longer available As a courtesy, and at no charge, we did the next best thing which was to remove the improperly installed plug in the cover, rethread and dope up the plug and reinstall it correctlyThat stopped the largest oil leak When the truck left here, it had a significant exhaust leak on the passenger’s side, the oil dipstick tube was leaking oil, the fuel pump banjo washers were leaking fuel, the check engine was still onThe light won’t clear, it may need injector o-ringsThe upper and lower ball joints need replaced on the front end, the carrier bearing is worn out, the u-joints are worn outAll these items were clearly expressed, we provided Estimate #***, attachedHe chose not to do any further repairs.He DID approve the estimate ($668), we charged him less than the estimate ($602.98); we fixed the largest oil leak for free; we only charged him hour labor for diagnosing three problems We offered to replace the top cover for free if he could find a used one somewhereWe did what we could to keep his costs down and only address the items he came in for originallyI’m not sure how we could have done any betterOur Shop Foreman stayed late to spent quite some time discussing the truck with the customer when he came to pick it upDocumentation is available upon request.He may be smelling diesel fuel because it still has a fuel leak, we know it still has at least one another oil leak, we know the engine has a problem since it runs rough, it smokes and the check engine light is onEngine problems, fuel leaks and oil leaks can lead to a no-startThe oil change was done at another shop, we did not do it here The shaking at mph is likely the u-joint going out combined with the engine running so rough.My suggestions now are: 1) bring the truck back for diagnosis of the no-start, free of charge or 2) provide the detailed Repair Order from another shop indicating that any of the work we did has failedWe can then determine a solution.Sincerely,Marybeth S*Marybeth S***, ManagerDiesel Services of Northern Colorado

Complaint: [redacted]
I am rejecting this response because: I don't have time for he said / she said. I knew this was a waste of time.
Regards,
[redacted]

Diesel Services of Northern Colorado1828 E Mulberry St Unit DFort Collins, Colorado 80524-4624 970-221-9280 970-221-9286 fax [redacted] January 20, 2016The Revdex.comRE: ID # [redacted]Good Day to You,We appreciate the opportunity to respond to our customer’s experience...

report after having his truck at our shop. We take our customers’ satisfaction very seriously and are disappointed that when further problems arose he did not call for solutions. We would have preferred to have had the truck towed here and diagnosed his problems.  We stand behind our work.After examining the records, speaking to Service Consultant and the Technician who did the work as well as the Shop Foreman, here’s what I learned.Our customer brought his truck here with the following requests: 1) he wanted us to replace the high pressure oil pump (HPOP), the injection control pressure sender (ICP) and the injection pressure regulator (IPR) to solve oil leaking from the engine. 2) Check on why the check engine light comes on and it blows white smoke on startup when it’s cold out but the check engine light goes out upon a restart. He reported 3) that the batteries are low, the truck needs to be jump started, the brake controller is flashing and the turn signals are out.We suggested we perform diagnostics to assure he really needs all those parts to solve the oil leak because the replacement of those three components takes over 6 hours labor ($775.00). Our objective is to never sell repairs that are not needed and we consider that to be quite a large expense.  The customer agreed. He also expressed the importance of keeping costs down and we kept that in mind throughout. We found the truck would not crank nor start. We charged up the batteries until we could get it to start. Once it started, it would not stay running long enough to diagnose the fuel and oil leak problem. The alternator needed to be replaced before further diagnostics could take place.1) The oil leak diagnosis found the largest oil leak to be from the top cover. In addition, two fuel return lines were found to be leaking fuel. A fuel leak can often wash oil residue across the engine and appear to be an oil leak due to its black contamination. A fuel leak will add to the volume of what is perceived to be only an oil leak. We ordered the fuel lines. We also found the oil dipstick tube to be leaking oil at the o-ring, fuel is leaking from the banjo washers on the fuel pump. These were smaller leaks compared to the top cover and the fuel lines. We provided an estimate for all the repairs. The customer approved only the major leak repairs in the amount of $668 which was approved by Rob at 11:55am on December 21st.2) The electronic diagnostics showed several codes: [redacted] lower/higher than desired, [redacted],[redacted],[redacted].  The oil pressure was at 725 at idle. These codes lead to possible high pressure oil pump, possible injector o-rings. Further testing would be needed. The truck was running rough. The Advisor  and the Shop Foreman  mentioned that to the customer; he wanted to just start with the oil and fuel leaks for now.3) Testing found the batteries are low due to the fact that the alternator is failing. The customer took the truck to replace the alternator himself while waiting for the fuel lines to be ordered as the dealer no longer stocks those lines for that 1995 truck. We left the Repair Order open because he was bringing the truck back.When the truck was returned after the alternator was replaced, we replaced the leaking fuel lines. As for the oil leak, the perfect solution would have been to replace that top cover, but that part is no longer available to purchase new. The truck is 20 years old and some parts are no longer available.  As a courtesy, and at no charge, we did the next best thing which was to remove the improperly installed plug in the cover, rethread and dope up the plug and reinstall it correctly. That stopped the largest oil leak.  When the truck left here, it had a significant exhaust leak on the passenger’s side, the oil dipstick tube was leaking oil, the fuel pump banjo washers were leaking fuel, the check engine was still on. The light won’t clear, it may need injector o-rings. The upper and lower ball joints need replaced on the front end, the carrier bearing is worn out, the u-joints are worn out. All these items were clearly expressed, we provided  Estimate #[redacted], attached. He chose not to do any further repairs.He DID approve the estimate ($668), we charged him less than the estimate ($602.98); we fixed the largest oil leak for free; we only charged him 1 hour labor for diagnosing three problems.  We offered to replace the top cover for free if he could find a used one somewhere. We did what we could to keep his costs down and only address the items he came in for originally. I’m not sure how we could have done any better. Our Shop Foreman stayed late to spent quite some time discussing the truck with the customer when he came to pick it up. Documentation is available upon request.He may be smelling diesel fuel because it still has a fuel leak, we know it still has at least one another oil leak, we know the engine has a problem since it runs rough, it smokes and the check engine light is on. Engine problems, fuel leaks and oil leaks can lead to a no-start. The oil change was done at another shop, we did not do it here.  The shaking at 40 mph is likely the u-joint going out combined with the engine running so rough.My suggestions now are: 1) bring the truck back for diagnosis of the no-start, free of charge or 2) provide the detailed Repair Order from another shop indicating that any of the work we did has failed. We can then determine a solution.Sincerely,Marybeth S[redacted]Marybeth S[redacted], ManagerDiesel Services of Northern Colorado