Eagle Eye Cylinder Heads & Auto Repair

Initial Business Response / [redacted] (1000, 5, 2016/01/22) */ [redacted] brought his vehicle on September 18, 2015 and was given an estimate of $2,800 for an engine overhaul but was told numerous times that the turnaround time was more than six weeks. He had no problem leaving it. We have rebuild these... Subaru motors and never came across any issues with our other engine rebuilt. On this particular vehicle the customer asked us to pull out the turbo for him so he can send it to go get rebuild and that he would bring it back in a few days so we could install it for him (at no charge for labor). Parts took a little longer than anticipated and once received the parts came in wrong had to be return and reorder which made our turnaround time even longer. Once engine was overhaul customer brought in turbo stating that it was rebuild and we installed it, test drove the vehicle and noticed that the turbo was causing the vehicle to have no horsepower and sending white smoke out of the turbo because the turbo was burning oil and NOT distributing, it just causing it to clog in the turbo. We turned off the vehicle and called customer to info that the turbo was causing this issue he didn't agree and said that he was going to send the person whom rebuild the turbo to inspect if that was true. Reason being was customer didn't want to pay $150 labor charge to remove turbo. Once the customer's turbo specialists [redacted] arrived at our shop around 12:30 which was our lunch time and was taken to the vehicle by [redacted] one of my mechanics he also witness the horrible, noisy outcome of the turbo and when questioned by [redacted] "this is the turbo you supposable rebuild" Mr. [redacted] got offended pulled out his business card and stated "I didn't rebuild this turbo, I know that for a fact, [redacted] came over to my shop and asked to borrow my tools. He rebuild it. I can tell that the turbo is locked". The only way that new oil can be contaminated is by the turbo bearing being forced to function when the turbo is failing. Customer stated that he only disassemble, replaced seals and bearings and reassembled. If he did that then he must have grind off the old partials and not cleaned the turbo correctly leaving behind metal fragments causing oil contamination. Also how is it that he only sent turbo parts to get analyst and not engine parts. Our work has 10,000 miles or 12 month warranty will void if turbo is not replaced. Customer is aware of that. Reimbursement will not be issued. Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told the turnaround time would be six weeks when I dropped the car off. The car wasn't finished until nine weeks. My problem isn't so much that the company took 50% longer than they promised anyway (they said six weeks, not "more than six weeks"). It is their improper performance of a rebuild that has left me with a non-functioning car and their refusal to accept responsibility. I was up front with [redacted] when I asked about having the turbo pulled that I would be rebuilding it myself. I told him this before I even dropped the car off. I never once said I would be sending it out to be rebuilt, that was an assumption the shop must have made. This isn't important anyway since it was rebuilt under the supervision of Ruben [redacted] of SoCal Porting and inspected by him following completion. Mr. [redacted] is a turbocharger professional and has been rebuilding turbos for many years for individuals as well as mechanic's shops. His approval on the rebuild certifies that it was done correctly. There is no grinding involved with rebuilding a turbo. It is simply a matter of replacing bearings and seals. There is no grinding of internal components involved during a rebuild. To suggest that metal fragments leftover from the rebuild is what damaged the turbo shows that Eagle Eye is not at all familiar with the process. Moreover, I spoke with Mr. [redacted] about Eagle Eye's claims here and he tells me he never told told the shop that the turbo was "locked". He said that wasn't even a word he would use to describe a turbo even if it was seized. He wasn't able to look at the turbo because the shop never pulled off the downpipe to inspect the turbo. Without doing that, no one would have been able to determine if the turbo was seized or damaged in any other way. This is the first I've heard anyone claim that the turbo was seized. Also, during my test drive of the vehicle when the leaking was discovered, the car was producing normal horsepower. [redacted] was in the car with me and even made a comment about how powerful the car was. I would have immediately noticed a lack of power. I looked at the boost pressure gauge while I was driving the car and it showed that the turbo was working properly. It is impossible for the boost gauge to read 17+ PSI if the turbo is "locked" as they claim. Furthermore, it's likely the car wouldn't even start up let alone drive down the street if the turbo isn't spinning. There would be almost no air getting to the engine. Again, this shows Eagle Eye's lack of familiarity with turbo vehicles and justifies my discomfort with having them perform further work on my car. Their claim that the oil was clogged inside the turbo is wild speculation. They never inspected the turbo at all and without taking it off the car and inspecting the inlet and outlet, there is no way to for them to say that the oil was clogged. I left the car with them for two weeks after the oil leak was discovered and they never inspected anything. They kept pointing to the turbo and saying it was the problem because there was oil on it. I explained to them how that isn't definitive to say it is functioning incorrectly. Oil could be spraying from somewhere else and landing on the turbo just as easily. I told them to check and make sure the inlet hoses were properly attached and if they were, to go ahead and pull the turbo from the car at an additional cost of $150 dollars. After two weeks of them telling me it would be done tomorrow, I got tired of it and took the car elsewhere. In response to the company's question, "how is it that he only sent turbo parts to get analyst sic and not engine parts." I had the turbo pulled from the engine by a different mechanic and then dropped it off at Mr. [redacted] 's shop to be inspected. I don't know why Eagle Eye is confused by this. They told me before I left that the warranty would not be valid unless I replaced or rebuilt the turbo. After Mr. [redacted] inspected the turbo, he certified that it had been rebuilt correctly and was functioning properly while installed on the car. The contaminated oil, however, was wearing down the bearings and continued use would likely have lead to catastrophic failure of the turbo. Eagle Eye's response to my complaint shows a number of things: they are unfamiliar with turbochargers and the process of rebuilding them, they are willing to misrepresent the events that happened in order to protect their name, and are unwilling to admit fault even in the face of the physical evidence and expert testimony that I sent them.

Initial Business Response /* (1000, 5, 2016/01/22) */
[redacted] brought his vehicle on September 18, 2015 and was given an estimate of $2,800 for an engine overhaul but was told numerous times that the turnaround time was more than six weeks. He had no problem leaving it. We have rebuild these...

Subaru motors and never came across any issues with our other engine rebuilt. On this particular vehicle the customer asked us to pull out the turbo for him so he can send it to go get rebuild and that he would bring it back in a few days so we could install it for him (at no charge for labor). Parts took a little longer than anticipated and once received the parts came in wrong had to be return and reorder which made our turnaround time even longer. Once engine was overhaul customer brought in turbo stating that it was rebuild and we installed it, test drove the vehicle and noticed that the turbo was causing the vehicle to have no horsepower and sending white smoke out of the turbo because the turbo was burning oil and NOT distributing, it just causing it to clog in the turbo. We turned off the vehicle and called customer to info that the turbo was causing this issue he didn't agree and said that he was going to send the person whom rebuild the turbo to inspect if that was true. Reason being was customer didn't want to pay $150 labor charge to remove turbo.
Once the customer's turbo specialists [redacted] arrived at our shop around 12:30 which was our lunch time and was taken to the vehicle by[redacted] one of my mechanics he also witness the horrible, noisy outcome of the turbo and when questioned by[redacted] "this is the turbo you supposable rebuild" Mr. [redacted] got offended pulled out his business card and stated "I didn't rebuild this turbo, I know that for a fact, [redacted] came over to my shop and asked to borrow my tools. He rebuild it. I can tell that the turbo is locked".
The only way that new oil can be contaminated is by the turbo bearing being forced to function when the turbo is failing. Customer stated that he only disassemble, replaced seals and bearings and reassembled. If he did that then he must have grind off the old partials and not cleaned the turbo correctly leaving behind metal fragments causing oil contamination. Also how is it that he only sent turbo parts to get analyst and not engine parts. Our work has 10,000 miles or 12 month warranty will void if turbo is not replaced. Customer is aware of that. Reimbursement will not be issued.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told the turnaround time would be six weeks when I dropped the car off. The car wasn't finished until nine weeks. My problem isn't so much that the company took 50% longer than they promised anyway (they said six weeks, not "more than six weeks"). It is their improper performance of a rebuild that has left me with a non-functioning car and their refusal to accept responsibility.
I was up front with [redacted] when I asked about having the turbo pulled that I would be rebuilding it myself. I told him this before I even dropped the car off. I never once said I would be sending it out to be rebuilt, that was an assumption the shop must have made. This isn't important anyway since it was rebuilt under the supervision of Ruben [redacted] of SoCal Porting and inspected by him following completion. Mr. [redacted] is a turbocharger professional and has been rebuilding turbos for many years for individuals as well as mechanic's shops. His approval on the rebuild certifies that it was done correctly.
There is no grinding involved with rebuilding a turbo. It is simply a matter of replacing bearings and seals. There is no grinding of internal components involved during a rebuild. To suggest that metal fragments leftover from the rebuild is what damaged the turbo shows that Eagle Eye is not at all familiar with the process. Moreover, I spoke with Mr. [redacted] about Eagle Eye's claims here and he tells me he never told told the shop that the turbo was "locked". He said that wasn't even a word he would use to describe a turbo even if it was seized. He wasn't able to look at the turbo because the shop never pulled off the downpipe to inspect the turbo. Without doing that, no one would have been able to determine if the turbo was seized or damaged in any other way. This is the first I've heard anyone claim that the turbo was seized.
Also, during my test drive of the vehicle when the leaking was discovered, the car was producing normal horsepower. [redacted] was in the car with me and even made a comment about how powerful the car was. I would have immediately noticed a lack of power. I looked at the boost pressure gauge while I was driving the car and it showed that the turbo was working properly. It is impossible for the boost gauge to read 17+ PSI if the turbo is "locked" as they claim. Furthermore, it's likely the car wouldn't even start up let alone drive down the street if the turbo isn't spinning. There would be almost no air getting to the engine. Again, this shows Eagle Eye's lack of familiarity with turbo vehicles and justifies my discomfort with having them perform further work on my car.
Their claim that the oil was clogged inside the turbo is wild speculation. They never inspected the turbo at all and without taking it off the car and inspecting the inlet and outlet, there is no way to for them to say that the oil was clogged. I left the car with them for two weeks after the oil leak was discovered and they never inspected anything. They kept pointing to the turbo and saying it was the problem because there was oil on it. I explained to them how that isn't definitive to say it is functioning incorrectly. Oil could be spraying from somewhere else and landing on the turbo just as easily. I told them to check and make sure the inlet hoses were properly attached and if they were, to go ahead and pull the turbo from the car at an additional cost of $150 dollars. After two weeks of them telling me it would be done tomorrow, I got tired of it and took the car elsewhere.
In response to the company's question, "how is it that he only sent turbo parts to get analyst sic and not engine parts." I had the turbo pulled from the engine by a different mechanic and then dropped it off at Mr. [redacted]'s shop to be inspected. I don't know why Eagle Eye is confused by this. They told me before I left that the warranty would not be valid unless I replaced or rebuilt the turbo. After Mr. [redacted] inspected the turbo, he certified that it had been rebuilt correctly and was functioning properly while installed on the car. The contaminated oil, however, was wearing down the bearings and continued use would likely have lead to catastrophic failure of the turbo.
Eagle Eye's response to my complaint shows a number of things: they are unfamiliar with turbochargers and the process of rebuilding them, they are willing to misrepresent the events that happened in order to protect their name, and are unwilling to admit fault even in the face of the physical evidence and expert testimony that I sent them.