Fast Track Performance

Business Response to a Complaint
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Complaint ID#:
[redacted]
Company Name:
Fast Track Performance
Company Contact:
[redacted]
Company Phone:
[redacted]
Company Email:
[redacted]
Person Who Sent the Complaint:
[redacted]
Staff Member:
Response:
We originally diagnosed [redacted]s car and found that the timing belt had snapped, and the vehicle did not run. We informed the customer that the engine in her car was a "interference" engine meaning that when the engine is out of time the valves in the cylinder head CAN come in contact with the pistons and bend and break but they don't always. I let her know then that the timing belt job was around $500 and the job if valves were bent would be more like $1000 but that was a rough quote. We performed a leak down test and the numbers suggested that everything was ok, but I told her that we would have to get it in-time and do a compression test before we would know the full story. She said that was a fine and we moved forward. After the engine was in-time with a new timing belt we found that there were indeed 2 belt exhaust valves. I called her and explained that we would have to pull the cylinder head and replace the valves and that actual cost for the job would be around $1200. I told her that I would discount it $200 to help her out because she said she has 5 kids and needs the vehicle. We agreed to the $1000 and I told her that we "should" have it done that evening. I told her each time that I would contact her and let her know where we stood and when it would be done. After I spoke to her, her boyfriend/husband/friend called and I explained the situation to him also. Anyone who has a car worked on before or who works on cars knows that not everything happens as it should and we did not get the car done that evening. The next morning I received a rude phone call from someone stating they were her mother? Saying she was going to report us to Revdex.com, and to the cops, and to the news. At this point I had talked to 3 people about what was going on with the car and its not like they were letting me talk to a more responsible person, I just was asked to deal with 2-3 people instead of one. So at this point I am being threatened, and rushed to finish the job. On the final day we had the car I told them that we would be getting it together for them to pick up and I would call them and let them know when it was ready. I still received several phone calls through out the day and wanted to replace a part for final assembly but no junkyards, or core engine places, or the dealer had instock. Due to being threatened and rushed we decided to go ahead and put it back together as is (the part in question was not 100% a problem). Faye showed up as we were still working on the car friday night and I told her she could wait. Again I did not call her and tell her the vehicle was ready. We did finish the vehicle and took it on a test drive. I explained to her that normally I would test drive a repair of that caliber for several hours and check it out over a additional day. She brought the vehicle back Monday because it did not have as much power as before. I checked over the work like I would normally do if she was not waiting for the vehicle on a friday night. I advised that I needed to redo the repair and I would go ahead and replace the part that we did not have enough time to before. I told her I would call her when we got the part and was ready to install, both her and her husband/boyfriend/friend told me they were fine with that. I ordered the part the same day and it took 3 days to get in. When the part came in we were backed up so I didnt have the chance to call her right away. She called me angry and repeating to me what I had told her, she threatened me with calling the cops, she also cried to me about the situation. I told her to give me a few days and I would get the vehicle in and make sure it was fixed 100%. I did call her back in a few days (not weeks) and she did not answer. I am still willing to fix the vehicle but I will not be paying anyone else to do so. I have been in business for over 10 years, have never had a complaint and my shop is always full of very nice cars. Not only am I capable of fixing the vehicle properly but it can also be done in a matter of 1-2 days. I also have all phone records to back up my claims.
Sent on: 12/23/2014 11:48:32 AM