HEART OF TEXAS PAINTING

Initial Business Response / [redacted] (1000, 8, 2015/10/29) */ 10/29/ Revdex.com Case # XXXXXXXX [redacted] Golden Gate Revdex.com Broadway, Suite Oakland, CA XXXXX Tel: XXX-XXX-XXXX Fax: XXX-XXX-XXXX Email: [redacted] @Revdex.comemail.org The customer [redacted] ***'s Auto Care [redacted] Way [redacted] XXXXX) made a purchase on 09/16/for a Nissan Murano VQ35-DE 3.5L rebuilt engineThe engine was delivered that same day to their shopWe were contacted a few weeks later by [redacted] ***'s Auto stating there was engine oil leaking from the rear of the engine The shop had discovered a leak coming from the rear main crankshaft seal [redacted] ***'s Auto was demanding we pay them to have this seal replacedWe explained to them that the rear main crankshaft seal is not covered under our limited warranty and we could not offer compensation to have the seal replaced Item # of our limited warranty states: #8) Purchasers must install new oil pan gasket, front and rear crankshaft seals and valve cover gasketsThese gaskets and seals are not provisioned under this warranty Because this seal is not covered under our warranty we could not offer much help to [redacted] ***'s AutoWe told him we could send him a seal if the seal was defectiveWe asked if there was any damage to the housing or marks on the crankshaft that could have caused the seal to go out prematurely [redacted] ***'s Auto was upset and we understand their frustration but because this seal is not covered we still could not offer them any money for fixing itWe ended up having a new rear main seal housing ordered from the dealership that day and overnighted to usThe new seal was dropped off and we have not heard back from [redacted] ***'s Auto since We are sorry we were not able to offer monetary compensation for having to replace this sealWe took care of everything as quickly as possibleWe were as fair with [redacted] ***'s Auto as we could be within the confines of our limited warrantyWe are sorry we were not able to help him as much as he would have likedWe still cannot offer any of the reimbursement that they are now asking for [redacted] ***'s Auto is also asking for towing and labor costs to be reimbursedBoth of which is not covered under our limited warranty as stated as item #1) Purchaser agrees that EngineWorld is not responsible for any labor, parts, towing, installation, dismantling, reinstallation, transportation or freight claim, car rental, loss of work/wages, and/or any other related costs 10/29/ Revdex.com Case # XXXXXXXX This was all explained it depth to [redacted] ***'s Auto during this processWe are confused as to why they are now demanding we pay these costs when they understand that it is not covered under the warranty If you or [redacted] ***'s Auto have any further questions please feel free to contact me Mon-Fri 8am-5pm(XXX) XXX-XXXX EXT*** Thank You, [redacted]

Initial Business Response /* (1000, 8, 2015/10/29) */
10/29/2015
Revdex.com Case # XXXXXXXX
[redacted]
Golden Gate Revdex.com
1000 Broadway, Suite 625
Oakland, CA XXXXX
Tel: XXX-XXX-XXXX
Fax: XXX-XXX-XXXX
Email: [redacted]@Revdex.comemail.org

The customer [redacted]'s Auto Care [redacted] Way...

[redacted] XXXXX) made a purchase on 09/16/2015 for a 2006 Nissan Murano VQ35-DE 3.5L rebuilt engine. The engine was delivered that same day to their shop. We were contacted a few weeks later by [redacted]'s Auto stating there was engine oil leaking from the rear of the engine.
The shop had discovered a leak coming from the rear main crankshaft seal. [redacted]'s Auto was demanding we pay them to have this seal replaced. We explained to them that the rear main crankshaft seal is not covered under our limited warranty and we could not offer compensation to have the seal replaced.
Item # 8 of our limited warranty states: #8) Purchasers must install new oil pan gasket, front and rear crankshaft seals and valve cover gaskets. These gaskets and seals are not provisioned under this warranty.
Because this seal is not covered under our warranty we could not offer much help to [redacted]'s Auto. We told him we could send him a seal if the seal was defective. We asked if there was any damage to the housing or marks on the crankshaft that could have caused the seal to go out prematurely. [redacted]'s Auto was upset and we understand their frustration but because this seal is not covered we still could not offer them any money for fixing it. We ended up having a new rear main seal housing ordered from the dealership that day and overnighted to us. The new seal was dropped off and we have not heard back from [redacted]'s Auto since.
We are sorry we were not able to offer monetary compensation for having to replace this seal. We took care of everything as quickly as possible. We were as fair with [redacted]'s Auto as we could be within the confines of our limited warranty. We are sorry we were not able to help him as much as he would have liked. We still cannot offer any of the reimbursement that they are now asking for. [redacted]'s Auto is also asking for towing and labor costs to be reimbursed. Both of which is not covered under our limited warranty as stated as item #1) Purchaser agrees that EngineWorld is not responsible for any labor, parts, towing, installation, dismantling, reinstallation, transportation or freight claim, car rental, loss of work/wages, and/or any other related costs.
10/29/2015
Revdex.com Case # XXXXXXXX
This was all explained it depth to [redacted]'s Auto during this process. We are confused as to why they are now demanding we pay these costs when they understand that it is not covered under the warranty.
If you or [redacted]'s Auto have any further questions please feel free to contact me Mon-Fri 8am-5pm. (XXX) XXX-XXXX EXT. [redacted].
.


Thank You,

[redacted]

10/27/2017
Revdex.com Complaint# [redacted]
 
 
The customer [redacted] made a purchase on 2/3/2017 for a [redacted] used the engine. The price of the engine was $3,250.00. We were contacted a few weeks later after he had the engine...

installed saying there was a problem with the engine. Our real customer’s friend ([redacted]) showed up at our office acting extremely irate. After getting him to calm down, we took a look at the issues the car was having. The complaint was mostly about the installation and some leaks the engine was having. He was instructed to take the car back to the installation shop so they could fix the issues. All the stated problems were external issues with the engine not related to the engine its self.
 
A few weeks later [redacted] showed up again stating he was still having issues with the car. We instructed him again to have the car taken back to the installation shop to have it diagnosed. We learned that [redacted]’s irate behavior caused a rift between him and the installation shop and he no longer wanted to take it back to the original installation shop. When we spoke to the installation shop ([redacted]), [redacted] Wise informed us that the issues the car was having was still external parts that needed to be replaced and the customer was refusing to do so.
 
An email was sent to us on 9/4/17 stating that [redacted] was taking the car to a different mechanic to have a second opinion. It turns out that the customer authorized to have work done on the car to fix the timing chain on the engine. We were never contacted and asked if this was ok. The customer went ahead and did all these repairs on their own, then tried to call us after the fact to collect payment for doing this work. This is not how a warranty is taken care of. The customer must contact our company before doing repairs to this extent so we can confirm the issue and authorize the repair. In this case, it would have been easier to get the customer another engine and have it reinstalled by the original installation shop. We could have also talked to the original installation shop and seen how much we could have taken care of the issue while the engine was still in the car. This would have reduced costs greatly and been a much smoother process. Since the customer's friend [redacted] burned the relationship with the original installation shop, he took matters into his own hands and did all this work on his own without our consulting.
 
 
 
 
 
            It is very unfair that the customer is now asking for reimbursement on something we had no say in. This is not how warranties work. The customer cannot do whatever they would like then expect us to pay for their decisions without first checking with us. At this point as well the engine was out of warranty. The warranty for the engine ended on 8/3/17, and we were not contacted until a month later on 9/4/17 saying they were taking the car to a different shop. We are sorry, but there is nothing we can do at this time to help the customer out. If they would have remained calm and been in contact with us, we could have easily helped them out and greatly reduce any costs associated with fixing whatever issues they had. Instead, they took their route and fixed the issues on their terms.
 
Item # 1 of our limited warranty: Purchaser agrees that EngineWorld is not responsible for any cost of labor, parts, towing, installation, dismantling, reinstallation, transportation or freight claim, car rental, loss of work/wages, and/or any other related costs.
 
Item # 6 of our limited warranty: In case of any problem with engine or transmission, the purchaser must notify EngineWorld for inspection- before the engine or transmission is removed from the vehicle. The engine or transmission must be intact as it was originally installed.
 
 
 
If anyone at the Revdex.com has any questions regarding this, please contact me. My name is [redacted]
 
 
Thank You,
                                        ...⇄
 
 
[redacted]