Diversified Automotive

Dec 2016To whom it may concern,I am writing to you in regards to the letter received from your officeThe following you are about to read is my response to [redacted] 's complaint[redacted] had called me about April 30th via a phone callThe reason for his phone call was to ask me if land or my repair facility had the capability to repair or replace an engine in a [redacted] Reason being [redacted] had previously been in a car accident and his previous car had been "totaled" by the insurance companySo he was looking for another car and wanted to use his monies from the insurance claimSo at this point we were told by him he had the money to repair [redacted] ***Due to him being an existing customer and us having a prior business relationship, he asked if I could repair this [redacted] for himtold him yes I had worked on all [redacted] cars before l even owned three of them myselfSo I asked [redacted] to have the [redacted] towed to my repair facility and then we could look at the carI informed him that we were extremely busy that we would not be able to work on his car right away because of the fact we were so busy with body work at the timeThat an engine job of this magnitude would take sometime [redacted] said no problem he understood, he was not in a hurry plus he understood because he really had no appointment or nothing scheduled for this repairSo indeed [redacted] did purchase the [redacted] and had it towed to my business locationThe subject vehicle sat for a bit till we got it on our schedule for a complete teardownOnce we started working on it we diagnosed that the engine had no compression on all four cylindersSo we called [redacted] and notified him of what we discovered with his engineSo over the phone we agreed to try and find a complete cylinder head assemblyReplacing the complete cylinder head would replace all bent valves the camshafts and the head itself.Which would then restore compression back into his engineTo no success could we find a "quality" used complete cylinder headWhat we had found was that [redacted] had bought a car that this engine was in its first year of production and that [redacted] was having problems with these engines due to defective chain tensioners in the engineSo being it was the first year for this engine, no good used quality heads were to be foundA new one was over $4,from ***So again spoke with [redacted] regarding the fact we could not find him a used quality cylinder head and asked him what he thought about installing a used engineHis response was it didn't matter to him as long as the car would run and drive as it shouldSo then we agreed to look for a complete used quality engine to replace his defective engineAfter exhausting efforts we could not find a quality average mileage used engineThe engines we were finding were over 100,miles and over 4,dollarsSo [redacted] had called and asked me what I found if anything, I explained to him that the used engines we were finding are over 100,miles over 4,dollars and only a day warrantySo [redacted] had asked me now what, I told him we should check into rebuilding his engine, cost and time wiseSo approxin the end of July I got an estimate to rebuild his engineI took the entire engine assembly down to my local machine shop and had them provide me with an estimate of rebuildTheir estimate was $to completely rebuild ***'s engineSo I spoke with ***, informed him of what the estimated cost of the engine with labor and all parts and fluids would beApproxwith taxAt this time asked for a dollar deposit towards repairsSo again over the phone [redacted] agreed to have the complete engine rebuilt and asked to try and get job moving alongI explained to him that the nature of this job is big and costly and that I have no control over the machine shop and their production schedule [redacted] then explained to me he had to spend some of his monies to borrow or rent cars to get back and forth to work that he was going to the bank to borrow money to make sure he would have all the money to repair his car as he agreedSo I had met with [redacted] and his loan officer at my repair facility and explained to her everything we were doing to the car and why it was torn down like it wasApproximately a month or so after the machine shop was into rebuilding his engine was called and asked to come down to their facility, that they would like to talk to me regarding ***s engineSo I did, they had informed me that they were having a difficult time getting engine parts for ***'s engineThat [redacted] would not sell them the parts to rebuild his engine but they would self us a rebuilt engine from [redacted] for 10,dollarsexplained to the machine shop representative that there is no way we can do that ***'s total bill would be close $dollars and can they come up with another way to get the parts to rebuild ***'s engineSo I asked him to check into alternative parts or ways to get the parts and let me knowAbout a week later got a phone call from the machine shop and letting me know they got the parts coming that they had to order them an alternative waySo when [redacted] called me told him about the engine price [redacted] wanted to sell and let him know we got the parts coming to assemble his engineleft him know that the way we were rebuilding engine was a lot cheaper than buying a [redacted] engine and installing itHe agreed and asked when car would be doneI told him the date was told by machine shop and said I would be in touchSo in October got a call that the engine was done to come and pick it up [redacted] had called the same day and informed him that the engine was done and I was going to pickup the next dayHe said ok how soon and said not sure if everything goes ok give me a weekHe let me know he was upset and asked if I have a car to borrow I said I did not at this time but if I come across one and buy it ill let him knowSo then offered [redacted] a discounted labor rate towards his repair bill on car since it was taking so longHe said ok and thanked me and asked to get car done as soon as I couldSo I picked up the engine and within days had ***'s car in shop and engine sitting in carAfter getting engine in car had found that I needed some add parts and found that the electric water pump that was on engine originally was no goodSo I had to order a new oneAgain spoke with [redacted] and let him know I needed additional items and found some bad partsalso told him that we cant forget that when he bought car the engine was already destroyed and didn't run and we have no idea how these other original parts maybeSo the parts ordered came in and I get them installed and get engine runningWell with a new or [redacted] engine you need to break them in and you have to run them at a certain speed for a half hour give or takeSo we broke the engine in at rpm for about minutesAfter that time we returned the engine to idle and it started shaking violentlySo we shut it off, left it cool downWe started engine again and immediately at idle the engine would shake violently but would rew up fineSo we shut engine off and checked for codesWe found there was multiple cylinder misfires and cam timing was off so immediately called the engine builderExplained everything to himSo he asked if we could get car to him, said yes we will bring it downSo after a week and a half the engine builder found that one lobe had spun on the intake camshaft that the camshaft needed replacedHe then explained to me that "new" camshafts from [redacted] are a piece and engine has two of them so that would be another plus laborSo when they built the engine they checked camshafts and visually looked at them and felt reusing ***'s original camshafts would be ok cause they didn't show much wearSo I said now what do we do, he then offered remanufactured camshafts, asked him the cost he said about half the cost of new ones [redacted] called me and asked what was going with his car so told him the camshafts spun a lobe that we were originally trying to save the money but now we have to replaceHe asked the cost of camshafts and told him the new and Remanufactured camshaft pricesHe said ok do what you got to do but please get my car doneSo I told him ok ill get camshafts replaced and that I had recently purchased a [redacted] if he wanted to use it till his car was doneHe said yesSo I left [redacted] use one of my "dealer" cars while we worked on his carMeanwhile the engine builder gets camshafts replaced and retimes the engineAfter a few days the engine builder calls me again and asked me to come over and wants to talk about the O [redacted] engineSo we set up a time to meetHe proceeds to tell me that the camshafts are installed timing is on in engine but there are additional issues with engineasked what, he told me a can sensor and a intake runner motor assemblyHe then told me if you buy the new [redacted] engine all these were redesigned but beings we rebuilt this engine we didn't get updates sensors and or intake runner controlSo asked does car shake violently at idle and is car driveable? He said yes car is driveable and no violent shaking at idle, just an intermittent glitch felt at idle when cold till engine warms upSo he asked what I wanted him to do, said I had to talk to my customer and he can decideSo [redacted] had called me and I explained to him what I was told by engine builder, and that this problem was existing before original engine blewThat there would be another two to three weeks before they can look at it and more money would be neededHe then got very loud on phone and accused us of giving him the run around and taken advantage of himthen reminded him that I was leaving him drive one of my dealer cars and im not obligated too, that had dollars out of my account because I had to pay for all things for his engine job up to this point, and that I want the money back in my account asap but we want to make the engine job rightSo he then said just leave the car the way it was he wanted his car back and he would drive for awhile and finish getting engine fixed at a later dateSo I said ok and asked him to return my car on 12/23/and that we will have his car washed and ready for himFriday December 23' [redacted] shows up at approximately 3:was just finishing washing his carI went over with him some information on how to check oil level, showed him where the parts were that the engine builder feels are badAfter the short orientation of the car asked him to go into my office to handle the billHe saidok ill go around the building and meet you in thereSo we are n the office and I am going over his month warranty on engine from builder and give him copiesI also give him a copy of itemized list of parts in engine from builderI then give him the final invoiceTotal was $But said that's not what you owe me cause you put down dollarsSo total due is HE said well I don't have to pay that today do I ? I said yesHe said well don't have the money will you take payments? I said how much more do you have to put down he said dollarsI said no then you cannot have your carasked what happened to the money from your insurance company money, he said spent itSo I said well you borrowed money from the bank to pay for this where is that money, he said I spent itSo I said so you don't have the money for this job, he said no got dollarsSo I said well the car isn't leaving till invoice is paid in fullHe said have to release car and started to get violentSo I asked him to leaveHe left and then called his mom and returnedHe then puts me on the phone with his momShe was so angry and rude I told him sorry could not understand her was not arguing and handed the phone to himSo [redacted] leavesComes right back and demands give him my car to use cause he has no car, I said no m not letting you use my car and asked him to again leave my officeAbout a half hour later [redacted] shows up with another male person and they are both demanding release ***s car, I said noHe asked why the final bill was more than was estimated? I said because there were additional items needed and partsHe asked if I told [redacted] I said yesEverytime [redacted] called told him what was going on with his car and told him the truthHe was always notified when we found additional damage and or parts neededSo after a half hour of arguing informed them was not releasing car till paid in full and they said fine see you in Court, I said fine talk to my lawyerAbout minutes later [redacted] had returned again and asked to see his car and asked to take a picture of the odometerI said No you are not allowed out in my shop area that the car was locked up inside and that I would take a picture of odometer and text it to himI said you can even watch through my Window in waiting areaI did exactly thatSnapped a picture of odometer and texted it to him right in front of him in my officeHe then threatened me again and asked him to leave and talk to my lawyerI don't know any shop that would finance a dollar repair bill for free and only accept at time of vehicle delivery.On Tuesday December 27th at approximately 5:00pm [redacted] shows up in my office again and said I'm here for my car and provided me with a cashiers check for $I aksed my technicians to back his car out of shop and leave warm up for him while took care of final bill.I asked [redacted] if he wants any or all of his old parts from engine build he said NoSo I marked invoice paid, and also told him and hand wrote Diversified is not responsible for any damages with engine due to him not getting everything repaired as requested by engine builderI explained it too him, that he needs to not let things goI asked him to sign.As outlined above I feel that we took every measure to save [redacted] money so that he could do what he wantedThe repair was lengthy and time consuming but it is an [redacted] and the parts have to come from overseasIt isn't like we were working on a [redacted] .In addition I feel that went above and beyond to provide [redacted] with a loaner car of my own when I am not in any way shape or form obligated tooIt pains me to think that [redacted] thinks we are unfairWe provide a service center and Collision center to our local sheriffs department, county government officials and also federal government agenciesI take a lot of pride in my work and my business, and I am just appalled at [redacted] 's actions and accusations.Furthermore in his letter he describes Gary M [redacted] as the individual he dealt withGary M [redacted] has been retired from Diversified Automotive five years agoSo Gary has nothing to do with thisSo before he goes accusing people of unfair acts [redacted] should get his facts straight and pay attentionUnrealYou do not go around accusing people of things especially when they don't even work there***s accusations are inaccurate and furthermore disgustingDue to his in ability to tell you the complete truth I hope you find that this matter is closedIf you should have any more questions, I can be reached at my mailing address.SincerelyChad W

---------- Forwarded message ----------From: Diversified Automotive Date: Sun, Feb 12, at 10:PMSubject: id# [redacted] ,Below you will find bullet points addressing the issues that the [redacted] dealer had brought up to [redacted] regarding the repairs for his carNow keep in mind these are items that we wanted to do but he the declined repairs at the time [redacted] said he wanted to take car to ***! [redacted] Camshafts improperly timed--- The engine assembly was performed by another facilityHowever they did request to perform additional work and the work was declined by [redacted] He said he would take it to the dealer[redacted] Harness was improperly routed a/c compressor needs to be removed to properly route harnessA/C compressor was plugged into coolant pump--- If this is the case this would have been noticed by the hvac module or powertrain control module and there would be trouble codes [redacted] declined repairsWhich would have been corrected at no cost to [redacted] Intake manifold was plugged into cooling valve solenoid --- This would have been caught by Check Engine light codes in the powertrain control module[redacted] was in a loaner car of mine for freeSo he did not need his car back in order to get back and forth to workAll of the above items would have been corrected at no additional cost to [redacted] plus we would have even inspected his carThe issues that [redacted] listed caused the Check Engine Light and that is what we wanted to repairHowever [redacted] declined us to repair and stated he wanted his car back to get to workSo this all could of been avoided at no cost to him plus his inspection violationI clearly warned him of all this, both verbally and written on the final invoiceThat's why I had him sign that he was taking his car knowing there are things wrong with it and that if he signed he was taking responsibility.Thank you [redacted] so much for your time and consideration,Chad W [redacted] w Diversified Automotive Inc

Mr W [redacted] gave the car back with no additinal offer of inspection he had the car for months after he had the camshaft put into the car and he was stating that it would take an additional two weeks maybe mire for the camshaft errors to be corrected when the [redacted] Dealership had them completed within a days timeMr w [redacted] repeatedly took several weeks and months on repairs that either he had no knowledge of how to complete or was stalling for whatever reason(s)Mr W [redacted] takes no accountability for the fact that he had the car from April to December and did not return the car in a "safe" driving condition and what he fails to relay in his response is that while he stated there were additional repairs needed he did not state that the car was not safe to drive and should not have been drivenWhile Mrw [redacted] is trying to cover by sttaing "that is why he had the letter signed" he was the very reason Mr w [redacted] was no longer trusted to do any further repairs on the cr and he had no intention of releasing the car without that being signed which made it necessry to take the immediate action of filing a complaint against himHe has proven himself to be un trustworthy establishmentI request full reimbursment and the vehile that Mrw [redacted] loaned had a broken speedometer and again it was provided in December while he had the car since AprilThe inspection was due by the end of December (31) and MrW [redacted] stated the car was ready December How much longer was Mrw [redacted] going to keep the car to "finish" the needed repairs? Perhaps til April when the warranty would have expired? Which would have been a yearI fail to understand how Mrw [redacted] thinks he provided "good" customer service and experienceThe upmost patience was given to Diversified Automotive until it became cler that the requested service was not being providedI request respectfully that a refund is issued immediately for the "incorrect" service and the inconvenience that Diversified caused by this stressful not to mention dangerous matter and no one should have had to endureAlso he did not address the issue of the part being left in the engine compartmentThank You for your time and consideration

---------- Forwarded message ----------From: Diversified Automotive <[email protected]>Date: Sun, Feb 12, 2017 at 10:09 PMSubject: id# [redacted],Below you will find bullet points addressing the issues that the [redacted] dealer had brought up to [redacted] regarding the repairs for his car. Now keep in mind these are items that we wanted to do but he the declined repairs at the time. [redacted] said he wanted to take car to [redacted]!* Camshafts improperly timed. ---  The engine assembly was performed by another facility. However they did request to perform additional work and the work was declined by [redacted] . He said he would take it to the dealer.*  Harness was improperly routed a/c compressor needs to be removed to properly route harness. A/C compressor was plugged into coolant pump. ---   If this is the case this would have been noticed by the hvac module or powertrain control module and there would be trouble codes. [redacted] declined repairs. Which would have been corrected at no cost to [redacted] Intake manifold was plugged into cooling valve solenoid --- This would have been caught by Check Engine light codes in the powertrain control module.[redacted] was in a loaner car of mine for free. So he did not need his car back in order to get back and forth to work. All of the above items would have been corrected at no additional cost to [redacted] plus we would have even inspected his car. The issues that [redacted] listed caused the Check Engine Light and that is what we wanted to repair. However [redacted] declined us to repair and stated he wanted his car back to get to work. So this all could of been avoided at no cost to him plus his inspection violation. I clearly warned him of all this, both verbally and written on the final invoice. That's why I had him sign that he was taking his car knowing there are things wrong with it and that if he signed he was taking responsibility.Thank you [redacted] so much for your time and consideration,Chad W[redacted] w Diversified Automotive Inc.

Mr W[redacted] gave the car back with no additinal offer of inspection he had the car for months after he had the camshaft put into the car and he was stating that it would take an additional two weeks maybe mire for the camshaft errors to be corrected when the [redacted] Dealership had them completed within a days time. Mr w[redacted] repeatedly took several weeks and months on repairs that either he had no knowledge of how to complete or was stalling for whatever reason(s). Mr W[redacted] takes no accountability for the fact that he had the car from April 2016 to December 2016 and did not return the car in a "safe" driving condition and what he fails to relay in his response is that while he stated there were additional repairs needed he did not state that the car was not safe to drive and should not have been driven. While Mr. w[redacted] is trying to cover by sttaing "that is why he had the letter signed" he was the very reason Mr w[redacted] was no longer trusted to do any further repairs on the cr and he had no intention of releasing the car without that being signed which made it necessry to take the immediate action of filing a complaint against him. He has proven himself to be un trustworthy establishment. I request full reimbursment and the vehile that Mr. w[redacted] loaned had a broken speedometer and again it was provided in December while he had the car since April. The inspection was due by the end of December (31) and Mr. W[redacted] stated the car was ready December 23. How much longer was Mr. w[redacted] going to keep the car to "finish" the needed repairs? Perhaps til April when the warranty would have expired? Which would have been a year. I fail to understand how Mr. w[redacted] thinks he provided "good" customer service and experience. The upmost patience was given to Diversified Automotive until it became cler that the requested service was not being provided. I request respectfully that a refund is issued immediately for the "incorrect" service and the inconvenience that Diversified caused by this stressful not to mention dangerous matter and no one should have had to endure. Also he did not address the issue of the part being left in the engine compartment. Thank You for your time and consideration

Dec 29 2016To whom it may concern,I am writing to you in regards to the letter received from your office. The following you are about to read is my response to [redacted]'s complaint.[redacted] had called me about April 30th 2016 via a phone call. The reason for his phone call was to ask...

me if land or my repair facility had the capability to repair or replace an engine in a 2009 [redacted]. Reason being [redacted] had previously been in a car accident and his previous car had been "totaled" by the insurance company. So he was looking for another car and wanted to use his monies from the insurance claim. So at this point we were told by him he had the money to repair [redacted]. Due to him being an existing customer and us having a prior business relationship, he asked if I could repair this 2009 [redacted] for him. told him yes I had worked on all [redacted] cars before l even owned three of them myself. So I asked [redacted] to have the 2009 [redacted] towed to my repair facility and then we could look at the car. I informed him that we were extremely busy that we would not be able to work on his car right away because of the fact we were so busy with body work at the time. That an engine job of this magnitude would take sometime. [redacted] said no problem he understood, he was not in a hurry plus he understood because he really had no appointment or nothing scheduled for this repair. So indeed [redacted] did purchase the 2009 [redacted] and had it towed to my business location. The subject vehicle sat for a bit till we got it on our schedule for a complete teardown. Once we started working on it we diagnosed that the engine had no compression on all four cylinders. So we called [redacted] and notified him of what we discovered with his engine. So over the phone we agreed to try and find a complete cylinder head assembly. Replacing the complete cylinder head would replace all bent valves the camshafts and the head itself.Which would then restore compression back into his engine. To no success could we find a "quality" used complete cylinder head. What we had found was that [redacted] had bought a car that this engine was in its first year of production and that [redacted] was having problems with these engines due to defective chain tensioners in the engine. So being it was the first year for this engine, no good used quality heads were to be found. A new one was over $4,000 from [redacted]. So again spoke with [redacted] regarding the fact we could not find him a used quality cylinder head and asked him what he thought about installing a used engine. His response was it didn't matter to him as long as the car would run and drive as it should. So then we agreed to look for a complete used quality engine to replace his defective engine. After exhausting efforts we could not find a quality average mileage used engine. The engines we were finding were over 100,000 miles and over 4,000 dollars. So [redacted] had called and asked me what I found if anything, I explained to him that the used engines we were finding are over 100,000 miles over 4,000 dollars and only a 30 day warranty. So [redacted] had asked me now what, I told him we should check into rebuilding his engine, cost and time wise. So approx. in the end of July I got an estimate to rebuild his engine. I took the entire engine assembly down to my local machine shop and had them provide me with an estimate of rebuild. Their estimate was $5500 to completely rebuild [redacted]'s engine. So I spoke with [redacted], informed him of what the estimated cost of the engine with labor and all parts and fluids would be. Approx. 6360 with tax. At this time asked for a 3000 dollar deposit towards repairs. So again over the phone [redacted] agreed to have the complete engine rebuilt and asked to try and get job moving along. I explained to him that the nature of this job is big and costly and that I have no control over the machine shop and their production schedule. [redacted] then explained to me he had to spend some of his monies to borrow or rent cars to get back and forth to work that he was going to the bank to borrow money to make sure he would have all the money to repair his car as he agreed. So I had met with [redacted] and his loan officer at my repair facility and explained to her everything we were doing to the car and why it was torn down like it was. Approximately a month or so after the machine shop was into rebuilding his engine was called and asked to come down to their facility, that they would like to talk to me regarding [redacted]s engine. So I did, they had informed me that they were having a difficult time getting engine parts for [redacted]'s engine. That [redacted] would not sell them the parts to rebuild his engine but they would self us a rebuilt engine from [redacted] for 10,000 dollars. explained to the machine shop representative that there is no way we can do that [redacted]'s total bill would be close $14000 dollars and can they come up with another way to get the parts to rebuild [redacted]'s engine. So I asked him to check into alternative parts or ways to get the parts and let me know. About a week later got a phone call from the machine shop and letting me know they got the parts coming that they had to order them an alternative way. So when [redacted] called me told him about the engine price [redacted] wanted to sell and let him know we got the parts coming to assemble his engine. left him know that the way we were rebuilding engine was a lot cheaper than buying a [redacted] engine and installing it. He agreed and asked when car would be done. I told him the date was told by machine shop and said I would be in touch. So in October got a call that the engine was done to come and pick it up. [redacted] had called the same day and informed him that the engine was done and I was going to pickup the next day. He said ok how soon and said not sure if everything goes ok give me a week. He let me know he was upset and asked if I have a car to borrow I said I did not at this time but if I come across one and buy it ill let him know. So then offered [redacted] a discounted labor rate towards his repair bill on car since it was taking so long. He said ok and thanked me and asked to get car done as soon as I could. So I picked up the engine and within 3 days had [redacted]'s car in shop and engine sitting in car. After getting engine in car had found that I needed some add parts and found that the electric water pump that was on engine originally was no good. So I had to order a new one. Again spoke with [redacted] and let him know I needed additional items and found some bad parts. also told him that we cant forget that when he bought car the engine was already destroyed and didn't run and we have no idea how these other original parts maybe. So the parts ordered came in and I get them installed and get engine running. Well with a new or [redacted] engine you need to break them in and you have to run them at a certain speed for a half hour give or take. So we broke the engine in at 2500 rpm for about 30 minutes. After that time we returned the engine to idle and it started shaking violently. So we shut it off, left it cool down. We started engine again and immediately at idle the engine would shake violently but would rew up fine. So we shut engine off and checked for codes. We found there was multiple cylinder misfires and cam timing was off so immediately called the engine builder. Explained everything to him. So he asked if we could get car to him, said yes we will bring it down. So after a week and a half the engine builder found that one lobe had spun on the intake camshaft that the camshaft needed replaced. He then explained to me that "new" camshafts from [redacted] are 1000 a piece and engine has two of them so that would be another 2000 plus labor. So when they built the engine they checked camshafts and visually looked at them and felt reusing [redacted]'s original camshafts would be ok cause they didn't show much wear. So I said now what do we do, he then offered remanufactured camshafts, asked him the cost he said about half the cost of new ones. [redacted] called me and asked what was going with his car so told him the camshafts spun a lobe that we were originally trying to save the money but now we have to replace. He asked the cost of camshafts and told him the new and Remanufactured camshaft prices. He said ok do what you got to do but please get my car done. So I told him ok ill get camshafts replaced and that I had recently purchased a [redacted] if he wanted to use it till his car was done. He said yes. So I left [redacted] use one of my "dealer" cars while we worked on his car. Meanwhile the engine builder gets camshafts replaced and retimes the engine. After a few days the engine builder calls me again and asked me to come over and wants to talk about the O9 [redacted] engine. So we set up a time to meet. He proceeds to tell me that the camshafts are installed timing is on in engine but there are additional issues with engine. asked what, he told me a can sensor and a intake runner motor assembly. He then told me if you buy the new [redacted] engine all these were redesigned but beings we rebuilt this engine we didn't get updates sensors and or intake runner control. So asked does car shake violently at idle and is car driveable? He said yes car is driveable and no violent shaking at idle, just an intermittent glitch felt at idle when cold till engine warms up. So he asked what I wanted him to do, said I had to talk to my customer and he can decide. So [redacted] had called me and I explained to him what I was told by engine builder, and that this problem was existing before original engine blew. That there would be another two to three weeks before they can look at it and more money would be needed. He then got very loud on phone and accused us of giving him the run around and taken advantage of him. then reminded him that I was leaving him drive one of my dealer cars and im not obligated too, that had 8000 dollars out of my account because I had to pay for all things for his engine job up to this point, and that I want the money back in my account asap but we want to make the engine job right. So he then said just leave the car the way it was he wanted his car back and he would drive for awhile and finish getting engine fixed at a later date. So I said ok and asked him to return my car on 12/23/16 and that we will have his car washed and ready for him. Friday December 23'2016 [redacted] shows up at approximately 3:45 was just finishing washing his car. I went over with him some information on how to check oil level, showed him where the parts were that the engine builder feels are bad. After the short orientation of the car asked him to go into my office to handle the bill. He saidok ill go around the building and meet you in there. So we are n the office and I am going over his 12 month warranty on engine from builder and give him copies. I also give him a copy of itemized list of parts in engine from builder. I then give him the final invoice. Total was $8484.70. But said that's not what you owe me cause you put down 3000 dollars. So total due is 5484.70. HE said well I don't have to pay that today do I ? I said yes. He said well don't have the money will you take payments? I said how much more do you have to put down he said 300 dollars. I said no then you cannot have your car. asked what happened to the money from your insurance company money, he said spent it. So I said well you borrowed money from the bank to pay for this where is that money, he said I spent it. So I said so you don't have the money for this job, he said no got 300 dollars. So I said well the car isn't leaving till invoice is paid in full. He said have to release car and started to get violent. So I asked him to leave. He left and then called his mom and returned. He then puts me on the phone with his mom. She was so angry and rude I told him sorry could not understand her was not arguing and handed the phone to him. So [redacted] leaves. Comes right back and demands give him my car to use cause he has no car, I said no m not letting you use my car and asked him to again leave my office. About a half hour later [redacted] shows up with another male person and they are both demanding release [redacted]s car, I said no. He asked why the final bill was more than was estimated? I said because there were additional items needed and parts. He asked if I told [redacted] I said yes. Everytime [redacted] called told him what was going on with his car and told him the truth. He was always notified when we found additional damage and or parts needed. So after a half hour of arguing informed them was not releasing car till paid in full and they said fine see you in Court, I said fine talk to my lawyer. About 45 minutes later [redacted] had returned again and asked to see his car and asked to take a picture of the odometer. I said No you are not allowed out in my shop area that the car was locked up inside and that I would take a picture of odometer and text it to him. I said you can even watch through my Window in waiting area. I did exactly that. Snapped a picture of odometer and texted it to him right in front of him in my office. He then threatened me again and asked him to leave and talk to my lawyer. I don't know any shop that would finance a 5484 dollar repair bill for free and only accept 300 at time of vehicle delivery.On Tuesday December 27th at approximately 5:00pm [redacted] shows up in my office again and said I'm here for my car and provided me with a cashiers check for $5484.70. I aksed my technicians to back his car out of shop and leave warm up for him while took care of final bill.I asked [redacted] if he wants any or all of his old parts from engine build he said No. So I marked invoice paid, and also told him and hand wrote Diversified is not responsible for any damages with engine due to him not getting everything repaired as requested by engine builder. I explained it too him, that he needs to not let things go. I asked him to sign.As outlined above I feel that we took every measure to save [redacted] money so that he could do what he wanted. The repair was lengthy and time consuming but it is an [redacted] and the parts have to come from overseas. It isn't like we were working on a [redacted].In addition I feel that went above and beyond to provide [redacted] with a loaner car of my own when I am not in any way shape or form obligated too. It pains me to think that [redacted] thinks we are unfair. We provide a service center and Collision center to our local sheriffs department, county government officials and also federal government agencies. I take a lot of pride in my work and my business, and I am just appalled at [redacted]'s actions and accusations.Furthermore in his letter he describes Gary M[redacted] as the individual he dealt with. Gary M[redacted] has been retired from Diversified Automotive five years ago. So Gary has nothing to do with this. So before he goes accusing people of unfair acts [redacted] should get his facts straight and pay attention. Unreal. You do not go around accusing people of things especially when they don't even work there. [redacted]s accusations are inaccurate and furthermore disgusting. Due to his in ability to tell you the complete truth I hope you find that this matter is closed. If you should have any more questions, I can be reached at my mailing address.SincerelyChad W