Helmkamp Auto Service Inc.

Initial Business Response /* (1000, 5, 2015/09/10) */
Revdex.com Case# XXXXXXX
September 9,
On Friday, February 6, 2015, this customer brought in his vehicle with an engine starting and dying problemHe was able to start the vehicle and drove it to the shopHe left a note with phone numbers and
asked to be called with cost of repairThe vehicle was checked for codes and there was not any storedIt was then checked for fuel pressure, a problem found with the symptoms he reportedA vacuum problem caused by a split line to the fuel pressure regulator was repaired and the technician reset the fuel trims
The technician then test drove the vehicle with a scan tool installed to simulate customer's complaint and the vehicle died about miles away as customer notedThe technician called as the vehicle would not restart and requested some tools which *** *** drove to the location to deliverThe vehicle had spark and fuel pressure eliminating those items but would start and dieThe scan tool indicated possible 'no airflow' conditionThe technician disconnected the MAF (mass airflow sensor) and the vehicle would continue to runThe vehicle was driven back to the shop and a MAF was ordered from the vendor and installedThe vehicle was then taken for a test drive with the scan equipment installed and the vehicle performed as it shouldThe MAF is responsible in maintaining proper balance of air and fuel inside the engine and can cause several different symptoms as it reports to the engine computerIt was likely this vehicle had been experiencing symptoms for awhileThe age and condition of the MAF in a vehicle with almost 300,miles on the odometer on a model would not warrant repairing or cleaning as the MAF collects minuet particles internallyOne purchased from a salvage yard could be in like condition and Helmkamp Auto Service would likely receive a comeback on the repairIn the case of this repair, the time spent on the vehicle was primarily finding the direct problem and only then replacing the part needed and again test driving to confirm the repair was okay and the problem resolved
Mr*** did not ignore calling the customer as he reports with a cost of repairIt was not until the problem was solved before a cost was knownThe customer had the choice to remove the replacement part and reinstall his old partThe core is not returned to the parts warehouse until vehicle is completedHe would still be responsible for time spent solving his problem*** explained the process of finding the issues and sequence of repairsSometimes customers have the idea that a technician only need 'plug' in a scan tool and the problem is solvedThe scan tool provides information and may eliminate a lot of guessing and unnecessary diagnostic timeIt does not necessarily give the answersIt reads the computer's memory of stored information over a period of time which can be helpful until someone goes to a parts store or in this case the neighbor and that information history is then erasedWe do call the customers WHEN there is something to report but that often takes time to accumulate for some answers and costsThe costs the customer reported by two other businesses do not reflect time to find the problem nor a known good replacement part that is guaranteed
*** *** as is all our employees' professional, schooled, well trained and experienced which are very hard to find in this businessIt is not like *** to be anything less than courteous to a customerHe sometimes amazes me how he keeps his calmAs noted at the beginning, the customer brought in his vehicle February 6, That was nearly seven months ago and we have not heard of a problem with the work performedA copy of the file on this vehicle and the customer's note is available if needed by the Revdex.com

This customer's 1988 coach has been here since approximately May 22nd and has been a challenge.  Due to the age and engine combination, it has been very difficult to obtain replacement parts new or used.  There is one part still being addressed on this repair, an EGR tube which we have not...

been able to locate.  This part is  exclusive to this vehicle. Mr. & Mrs. Townzen are aware of this and have been very patient.  Currently an effort is being made to fabricate a replacement EGR tube, not necessarily an easy job.  This part is very important to this job to prevent serious engine damage in the future.  Once it was diagnosed what parts were needed on the engine, there were approximately four weeks of shopping for a head. Eventually one was found that was from a newer application. This head received was a match size for the engine size but then had to go to a machine shop to check over for cracks and to machine to this application.  The machine shop was on vacation once we received the part . Once they reopened, they verified the head along with the original could be machined to work with this application. There have been other repair items that were requested completed. It is difficult to accommodate a job due to locating discontinued parts and waiting on other sources.  It certainly is not the norm except on specific jobs and parts availability of this nature.  It is also difficult to move jobs in and out of the shop during repairs. The flow of work begins backing up causing delays that are unavoidable when so many of the vehicles are the size of motorhomes and trucks.  Quality workmanship or as they say 'a job done right' is always our goal.   We hope they will be pleased with the work completed and we really are trying to finish what we started.