Galloway Repair Service

Initial Business Response / [redacted] (1000, 9, 2016/02/09) */ [redacted] brought her truck into us for a water pump problem in August, she drove the truck with a bad and leaking water pump which caused the engine to over heat and it ruined the engine in the truckI called and told her what we found she said she didn't want to put a re-manufactured engine in the truck, she wanted us to install a used unitBut she wanted it to have 100,miles or so on itshe wanted reasonably low miles on the used unit, I finally found one that had 68,on it but it had a bad crankshaft come to find out, so we stared looking for another engine to use, we found another engine from Willie Motes that had 120,miles on it and it had a bad crankshaft in it as wellSo I called [redacted] and told her what we found in this engine and asked if she wanted us to fix this engine by having the crankshaft turned and new bearings installed in this engine cause we couldn't find anymore 5.0l engines at that time, she said yes that's fine so we did that, then the machine shop told us the crankshaft was bad so we had to get a used crankshaftas well and we had it to have turned,under and put new rod and main bearings in the engine, also the was a lot of slop in the timing chain so we replaced that as well at ***'s requestand we installed a new front cover and water pump that was leaking on the used engineI called [redacted] again and she said for us to fix the leak while we were therewhile we had the engine out I asked if she wanted us to replace the slave cylinder and the clutch why we were looking at the and she said yes that would be nice, so we installed a new clutch and slave cylinderwhen we got the engine in the truck we had an issue with the power steering pump, again I called and asked her if she wanted us to swap it out and get it to work and she said yes, then we found a power steering line leaking so we fixed that for her at no chargeThe exhaust leak is down stream in the exhaust which we didn't mess with and as far as damage to the truck the only issue I saw was a dent in the door which [redacted] told us she did at the bank drive through awhile agoas far as the squeak goes that was in the drive belt system I offered to fix but she declined that repair, she said she would worry about it laterthis job did take awhile to complete but I told her finding a good used engine that had the miles she wanted would be hard to findbut the we kept getting engines that had crankshaft issuesin December I did tell her I would have it ready cause we found another engine I had ordered and on its way to me but then when we got the engine we found the crankshaft and bad timing chain which I called and told her what we found again and then we started all the other repairs to make this engine good and reliableall repairs done to this truck was authorized by [redacted] , I offered to get a quote together for her she said no that's fine I want the truck to be reliable so the repairs half to get doneshe had no issues with the bill when she picked up her truck I asked if she would sign the bill if she was ok and satisfied with all the repairs we did, she said she was and had no problem signing my billand I never threated to keep her truck if she didn't pay, it never got to that point I showed her the bill and we went over it and she had no issues with it, she was very nice to us when her and her brother came and got the truck I apologized for the delay but I did what she asked me to do [redacted] was aware that this repair could take awhile due to finding the (good used parts), she said that was fine she was in no hurry cause she had a car to drive in the mean time while the truck was getting repaired Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/02/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) February 17, I refute the reply from Mr [redacted] I took the truck to him for repairs on June 25, and not August as he statedMy intention was for him to replace the water pump onlyI attempted to call him several times to get a timeline for repairsOn or after the date of June 29, he notified me the engine had overheated and he needed to have the cylinder heads refinishedAfter several days I called him again and told me the cylinder heads looked great, but now he would have to resurface the cylinder walls because they were "cracked"Please note: these unauthorized repairs are not on the billing and it is questionable whether they were ever done or needed The option for a "re-manufactured" engine was never a point of discussionHe notified me all repairs would be done as requested and the engine would run fine, Every time I attempted to call him I would get a voice mail and it would take him several days to replyHe would tell me something else was wrong with the truck and it would take additional repairs Mr [redacted] stated in his reply that he called me and requested my permission for additional repairsHe never called to request permission for repairsWhen he called he would tell me what repairs he completed and stated the truck would be fineHe than would later state after calling him again other repairs were required because he found "something else" He never would give me a written estimate for repairs after I took the truck for having the water pump repairedHe insisted I needed to repair the cylinder heads and cylinder walls, having other engine parts replaced due to "damage"Upon "completing" repairs he would find additional issues that would add additional cost After a couple months he decided the engine needed replaced and he again made additional repairs to the "used" motor and again, additional costHe stated he found an issue with the power steering pump and offered to repair it at "at no charge" as per his reply letterThe power steering pump was leaking at the time I attempted to picked up the truck on January 19, His employee took a wrench to the hydraulic line to tighten it upThere was fluid all over the ground and he told me "I could still drive it and it would be fine", I told him it wasn't fineThe "at no charge" for the power steering pump cost me $as per the final bill This repair took months from the time I took the truck to him for a water pumpHe continued to ignore my phone calls and continued to add additional repairs over and beyond what I requested I had no other option but to pay what he requested to get my property returned as he threatened to charge storage feesI find it interesting that he stated in his reply letter dated 02/10/16, "I never threatened to keep her truck if she didn't pay"I never stated in my complaint with the B.B.B or the Attorney General that he made this threat, he added this information implicating his own statement I didn't authorize the many charges he applied to my billingI had no other option but to pay for the charges and get my truck returnedHe made threatening statements about keeping my truck and charging additional storage feesThis entire situation took months to resolve and he failed to complete the repairs until I filled a complaint with the B.B.B and he was advised law enforcement would be contacted for theft of property The repairs are shoddy at best and there is documented damages to the exterior of the truck caused while in the possession of Galloway Repair Service (photos upon request) There is an additional payment of $he didn't put on the bill, but charged on payment [redacted]

Initial Business Response /* (1000, 9, 2016/02/09) */
[redacted] brought her truck into us for a water pump problem in August, she drove the truck with a bad and leaking water pump which caused the engine to over heat and it ruined the engine in the truck. I called and told her what we found she said...

she didn't want to put a re-manufactured engine in the truck, she wanted us to install a used unit. But she wanted it to have 100,000 miles or so on it. she wanted reasonably low miles on the used unit, I finally found one that had 68,000 on it but it had a bad crankshaft come to find out, so we stared looking for another engine to use, we found another engine from Willie Motes that had 120,000 miles on it and it had a bad crankshaft in it as well. So I called [redacted] and told her what we found in this engine and asked if she wanted us to fix this engine by having the crankshaft turned and new bearings installed in this engine cause we couldn't find anymore 5.0l engines at that time, she said yes that's fine so we did that, then the machine shop told us the crankshaft was bad so we had to get a used crankshaft. as well and we had it to have turned,.010 under and put new rod and main bearings in the engine, also the was a lot of slop in the timing chain so we replaced that as well at [redacted]'s request. and we installed a new front cover and water pump that was leaking on the used engine. I called [redacted] again and she said for us to fix the leak while we were there. while we had the engine out I asked if she wanted us to replace the slave cylinder and the clutch why we were looking at the and she said yes that would be nice, so we installed a new clutch and slave cylinder. when we got the engine in the truck we had an issue with the power steering pump, again I called and asked her if she wanted us to swap it out and get it to work and she said yes, then we found a power steering line leaking so we fixed that for her at no charge. The exhaust leak is down stream in the exhaust which we didn't mess with and as far as damage to the truck the only issue I saw was a dent in the door which [redacted] told us she did at the bank drive through awhile ago. as far as the squeak goes that was in the drive belt system I offered to fix but she declined that repair, she said she would worry about it later. this job did take awhile to complete but I told her finding a good used engine that had the miles she wanted would be hard to find. but the we kept getting engines that had crankshaft issues. in December I did tell her I would have it ready cause we found another engine I had ordered and on its way to me but then when we got the engine we found the crankshaft and bad timing chain which I called and told her what we found again and then we started all the other repairs to make this engine good and reliable. all repairs done to this truck was authorized by [redacted], I offered to get a quote together for her she said no that's fine I want the truck to be reliable so the repairs half to get done. she had no issues with the bill when she picked up her truck I asked if she would sign the bill if she was ok and satisfied with all the repairs we did, she said she was and had no problem signing my bill. and I never threated to keep her truck if she didn't pay, it never got to that point I showed her the bill and we went over it and she had no issues with it, she was very nice to us when her and her brother came and got the truck I apologized for the delay but I did what she asked me to do. [redacted] was aware that this repair could take awhile due to finding the (good used parts), she said that was fine she was in no hurry cause she had a car to drive in the mean time while the truck was getting repaired.
Initial Consumer Rebuttal /* (3000, 11, 2016/02/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
February 17, 2016
I refute the reply from Mr [redacted]. I took the truck to him for repairs on June 25, 2015 and not August as he stated. My intention was for him to replace the water pump only. I attempted to call him several times to get a timeline for repairs. On or after the date of June 29, 2015 he notified me the engine had overheated and he needed to have the cylinder heads refinished. After several days I called him again and told me the cylinder heads looked great, but now he would have to resurface the cylinder walls because they were "cracked". Please note: these unauthorized repairs are not on the billing and it is questionable whether they were ever done or needed.
The option for a "re-manufactured" engine was never a point of discussion. He notified me all repairs would be done as requested and the engine would run fine, Every time I attempted to call him I would get a voice mail and it would take him several days to reply. He would tell me something else was wrong with the truck and it would take additional repairs.
Mr [redacted] stated in his reply that he called me and requested my permission for additional repairs. He never called to request permission for repairs. When he called he would tell me what repairs he completed and stated the truck would be fine. He than would later state after calling him again other repairs were required because he found "something else".
He never would give me a written estimate for repairs after I took the truck for having the water pump repaired. He insisted I needed to repair the cylinder heads and cylinder walls, having other engine parts replaced due to "damage". Upon "completing" repairs he would find additional issues that would add additional cost.
After a couple months he decided the engine needed replaced and he again made additional repairs to the "used" motor and again, additional cost. He stated he found an issue with the power steering pump and offered to repair it at "at no charge" as per his reply letter. The power steering pump was leaking at the time I attempted to picked up the truck on January 19, 2016. His employee took a wrench to the hydraulic line to tighten it up. There was fluid all over the ground and he told me "I could still drive it and it would be fine", I told him it wasn't fine. The "at no charge" for the power steering pump cost me $91.99 as per the final bill.
This repair took 7 months from the time I took the truck to him for a water pump. He continued to ignore my phone calls and continued to add additional repairs over and beyond what I requested.
I had no other option but to pay what he requested to get my property returned as he threatened to charge storage fees. I find it interesting that he stated in his reply letter dated 02/10/16, "I never threatened to keep her truck if she didn't pay". I never stated in my complaint with the B.B.B or the Attorney General that he made this threat, he added this information implicating his own statement.
I didn't authorize the many charges he applied to my billing. I had no other option but to pay for the charges and get my truck returned. He made threatening statements about keeping my truck and charging additional storage fees. This entire situation took 7 months to resolve and he failed to complete the repairs until I filled a complaint with the B.B.B and he was advised law enforcement would be contacted for theft of property.
The repairs are shoddy at best and there is documented damages to the exterior of the truck caused while in the possession of Galloway Repair Service (photos upon request).
There is an additional payment of $85.76 he didn't put on the bill, but charged on payment.
[redacted]