Hi Line Auto Electric

Thank you for the opportunity to respond to the complaint filed by Mr [redacted] We strive to provide excellent customer service, as well as maintain excellent communications with our customers throughout the transaction processAs I have read this complaint and reviewed our internal paperwork and communications-log, I have confirmed some of the information/complaint filed by Mr [redacted] is not accurate and mis-leading.I initially spoke with Mr [redacted] on the phone, as he was looking for an estimate to replace an engine in his Nissan PickupHe had suggested that he would be providing a "USED" engine, and I provided him with an estimate ranging between $- for labor to replace the engineOn June 9th, Mr [redacted] dropped the vehicle off via our After-Hours night dropOn June 12th, we retrieved the keys and drop-off notes, and confirmed the details of the repair with the customerRemoval of the engine began on June 13th, and we waited for the Customer-Supplied "USED" engine to arriveUpon initial inspection of the vehicle, we confirmed major internal engine noise, confirmed the engine oil is contaminated with coolant, and the clutch was slipping in gear.On June 16th, I spoke with Mr [redacted] via telephone (at 9:am), and communicated a complete list of parts that we were recommending to be installed to the "USED" engine, which would increase the parts and labor estimate to $+ taxThe list of recommended parts included: upper and lower radiator hoses, thermostat and gasket, engine mounts (2), waterpump, clutch kit, clutch fluids, exhaust manifold gaskets, intake manifold gasket, heater hoses, oil and filter, coolant/antifreeze, exhaust donut gaskets, and minor miscellaneous materials and suppliesMr [redacted] approved the addition of these parts to be installed.The "USED" engine arrived, and upon inspection, we found the valve cover gasket was leaking oil, and the front timing cover seal was also leakingDue to the common nature of timing chain and gear failures with these engines, we recommended to Mr [redacted] it would be advisable to remove the valve cover and timing cover, and inspect the top of the motor and timing setWe also communicated/inquired whether or not he had any warranty with the company who had supplied him with the used engineWe told him there would be additional labor charges to remove the valve cover and timing cover, and inspectWe provided him the option for us to perform the additional tear-down or proceed with the installation of the "used" engine as-is Mr [redacted] got in contact with the company who provided him with the engine, and they called us to find out the status of the engineThe company elected to decline paying for the additional tear-down, but Mr [redacted] authorized us to perform the tear-down and replace the valve cover gasket and timing chain and gear set at an additional estimated parts and labor cost of $476.00Completion of the engine repairs, installation, and services occurred on June 22nd and 23rd, and the vehicle was being test driven on June 23rdDuring our test drive we noted the "ENGINE" warning light illuminated on the instrument cluster, but noted no issues with the clutchWe accessed computer memory, and retrieved data trouble codes and 1447, which referred to vacuum-related issuesWe traced the vacuum system, replaced a defective vacuum switching valve, and the warning light went out, but came back on while driving.As mentioned in the Customer's complaint, he came into the shop, and paid a deposit of $2500.00, and paid the remainder of the invoice in full; a total of $3212.09.For Mr [redacted] to state that he "was never told verbally or written that price was going to triple" is absolutely incorrectMr [redacted] was communicated with verbally (on the phone), and he has stated that he indeed had authorized the repairs to be performedAs for the job taking to weeks to be completed; a job of this nature typically is scheduled to be completed within 5-working daysGiven the time delay for receiving Customer-Supplied "Used" engine, as well as the delay in dealing with a sub-standard "used" part in need of repair, the time delay is completely understandable.At this point, I am hopeful that the engine is performing properly, and the clutch system is also operating to the Customer's satisfactionIf the "ENGINE" warning light is still coming on, we would be willing to spend additional time to diagnose the problem at no additional cost to the CustomerThank you for your time, and allowing me the opportunity to respondTim E***Owner/COOHi-Line Auto Electric(206) 243-

Complaint: ***
I am rejecting this response because: I was never told of the price changeNot once did he mention or even hint at different costI was never told anyfigure except the original to dollar estimateBut this will never get resolvedHe will stick to his guns and it won't help anyoneThanks for the help
Sincerely,
*** ***

Thank you for the opportunity to respond to the complaint filed by Mr. [redacted]. We strive to provide excellent customer service, as well as maintain excellent communications with our customers throughout the transaction process. As I have read this complaint and reviewed our internal paperwork and...

communications-log, I have confirmed some of the information/complaint filed by Mr. [redacted] is not accurate and mis-leading.I initially spoke with Mr. [redacted] on the phone, as he was looking for an estimate to replace an engine in his 1997 Nissan Pickup. He had suggested that he would be providing a "USED" engine, and I provided him with an estimate ranging between $700.00 - 1200.00 for labor to replace the engine. On June 9th, Mr. [redacted] dropped the vehicle off via our After-Hours night drop. On June 12th, we retrieved the keys and drop-off notes, and confirmed the details of the repair with the customer. Removal of the engine began on June 13th, and we waited for the Customer-Supplied "USED" engine to arrive. Upon initial inspection of the vehicle, we confirmed major internal engine noise, confirmed the engine oil is contaminated with coolant, and the clutch was slipping in gear.On June 16th, I spoke with Mr. [redacted] via telephone (at 9:15 am), and communicated a complete list of parts that we were recommending to be installed to the "USED" engine, which would increase the parts and labor estimate to $2200.00 + tax. The list of recommended parts included: upper and lower radiator hoses, thermostat and gasket, engine mounts (2), waterpump, clutch kit, clutch fluids, exhaust manifold gaskets, intake manifold gasket, heater hoses, oil and filter, coolant/antifreeze, exhaust donut gaskets, and minor miscellaneous materials and supplies. Mr. [redacted] approved the addition of these parts to be installed.The "USED" engine arrived, and upon inspection, we found the valve cover gasket was leaking oil, and the front timing cover seal was also leaking. Due to the common nature of timing chain and gear failures with these engines, we recommended to Mr. [redacted] it would be advisable to remove the valve cover and timing cover, and inspect the top of the motor and timing set. We also communicated/inquired whether or not he had any warranty with the company who had supplied him with the used engine. We told him there would be additional labor charges to remove the valve cover and timing cover, and inspect. We provided him the option for us to perform the additional tear-down or proceed with the installation of the "used" engine as-is.  Mr. [redacted] got in contact with the company who provided him with the engine, and they called us to find out the status of the engine. The company elected to decline paying for the additional tear-down, but Mr. [redacted] authorized us to perform the tear-down and replace the valve cover gasket and timing chain and gear set at an additional estimated parts and labor cost of $476.00Completion of the engine repairs, installation, and services occurred on June 22nd and 23rd, and the vehicle was being test driven on June 23rd. During our test drive we noted the "ENGINE" warning light illuminated on the instrument cluster, but noted no issues with the clutch.. We accessed computer memory, and retrieved data trouble codes 1130 and 1447, which referred to vacuum-related issues. We traced the vacuum system, replaced a defective vacuum switching valve, and the warning light went out, but came back on while driving.As mentioned in the Customer's complaint, he came into the shop, and paid a deposit of $2500.00, and paid the remainder of the invoice in full; a total of $3212.09.For Mr. [redacted] to state that he "was never told verbally or written that price was going to triple" is absolutely incorrect. Mr. [redacted] was communicated with verbally (on the phone), and he has stated that he indeed had authorized the repairs to be performed. As for the job taking 3 to 4 weeks to be completed; a job of this nature typically is scheduled to be completed within 5-7 working days. Given the time delay for receiving Customer-Supplied "Used" engine, as well as the delay in dealing with a sub-standard "used" part in need of repair, the time delay is completely understandable.At this point, I am hopeful that the engine is performing properly, and the clutch system is also operating to the Customer's satisfaction. If the "ENGINE" warning light is still coming on, we would be willing to spend additional time to diagnose the problem at no additional cost to the Customer. Thank you for your time, and allowing me the opportunity to respond.. Tim E[redacted]Owner/COOHi-Line Auto Electric(206) 243-8910