Import Services

This company failed to honor a warranty on my engine after paying $3,800 for services. They had to put 2 engines in my car and it still is not fixed.I literally have been going through [redacted] with my car after having it fixed by import services and everytime I take it to them to fix what was paid to be fixed and is still under warranty they act as if they are doing me a favor. Paid $3,800 to have a rebuilt engine put in my Lexus by this establishment. Not a week after I picked it up my check engine light was back on and the trouble began. Burning oil like its going out of style and smoke coming from exhaust. I'm in and out of this shop constantly having to rent cars with my money so they can try to fix the problem. They ended up putting a second engine in the car and I was without nt car for a week which I had to rent a car. Not cheap I might add. Couple weeks go by after the second engine was put in it by import services and the cars check engine light comes back on. Since I had my car fixed by import services I have bought a total of 76 quarts of oil from advanced auto parts. Everytime I fill my tank up with gas I have to put 3 quarts of oil in my car. Really? There is no need to pay someone to change my oil when there is never any in it. Anyways now I had another mechanic look at the car and there is a oil leak from a seal on my engine that import service put in which is still under warranty. They refuse to do anymore work on my car. Now they are going to hear from the lawyers and be made to pay for it. This company claims to be Christians and live for god but this shows its just a front. This is not how you do business. A lot of money has been spent on rented cars and oil by me without any action but yet they think they don't have to honor their guarantees. I would steer clear of any major work being done by Import Services or you may end up in my predicament.They are refusing to honor the warranty by blaming the problem on me not changing my oil. Pretty funny considering my cars oil was being replaced everytime I put gas in my tank. The fact of the matter is they couldn't get the job done and are trying to avoid loosing any more money trying to fix it which my attorney assured me they will be made liable. When me and my dad try to call and speak with the owner he hides and won't talk and will not answer the phone all together if our number shows up on their caller ID.Desired SettlementThey need to honor there warranty and do good business. The guy in the front office is very rude as well.Business Response Import Services Rebuttal to Revdex.com Complaint Case: [redacted] ([redacted])This customer answered his own question of why the warranty is no longer valid for his vehicle. At first, we did not deny fixing his vehicle, however we did request oil change receipts to show that proper care has been given to his engine, and the customer was unable to produce them. As stated in his report he believes, "There is no need to pay someone to change my oil when there is never any in it.". This particular vehicle's oil and filter needs to be changed at least every 3-5k miles. This customer went 13,691 miles on the first engine with only one oil change (at no charge), and 23,386 miles on the second engine without an oil change. This would be considered neglect and abuse by any automotive repair facility, and would likely void any associated warranty as with this case. At the beginning of October 2012, the customer's father contacted us and requested that we rebuild his son's engine in a 1999 Lexus ES300. We rebuilt the engine, including the timing belt/water pump, cylinder head with new valve seals and cam lash adjusters. Invoice states "ENGINE WARRANTY IS FOR 24 MONTHS/24,000 MILES WHATEVER OCCURS FIRST. WARRANTY IS ONLY GOOD FOR THIS VEHICLE AND DOES NOT WARRANTY ANY ENGINE SENSORS.". Standard engine rebuild is only 12,000 miles or 12 months. We went above and beyond and gave additional warranty as we felt confident in our work and wanted to show our appreciation for this new customer. On October 19, 2013 @ 180,476 the customer picked up his vehicle and paid the total cost of $3,702.15.On January 25, 2013 @ 187,127 (6,651 miles since engine rebuild), the customer needed an idle air control valve. As this was unrelated to the engine rebuild, customer paid $320 for the repair. On March 1, 2013 @ 189,250 (8,774 miles since engine rebuild) customer complained of check engine light. Found mechanical failure. We replaced mechanical oil control valve without charge to the customer. We noted on his receipt (and spoke with both the customer and his father) "Suspect that vehicle has not had oil changed in a while. Oil change records (every 3k miles) need to be submitted for any further warranty work (@183k, 186k). Oil and filter were changed at that time without any charge to the customer as a courtesy." On May 9, 2013 @ 194,167 (13,691 miles since engine rebuild) customer brought vehicle in with concerns of vehicle burning oil internally. Again, we told customer that we believed that this was due to neglect of the engine as oil had not been changed properly. We made attempts to try to resolve the issue. In a good faith effort to honor the original warranty for the customer, we decided to replace the engine at no charge to the customer. Due to lack of maintenance, the original warranty should have been void at this time, however we were trying to make the customer happy. We replaced the engine and stated on the invoice as well as verbally discussed "NO FURTHER WARRANTY IS ASSOCIATED WITH PREVIOUS ENGINE REBUILD OR CURRENT ENGINE REPLACEMENT. Recommend regular oil services and maintenance. Drove vehicle through all readiness monitors without any check engine light or warning lights.". Customer and father states they understand about the warranty, and understand the need to change the oil on a regular basis to avoid engine damage again.Customer scheduled appointment on May 31, 2013 as he states the check engine light is on. Customer was a NO SHOW for this appointment. Customer drove vehicle for 15 days with the check engine light on, then comes in on June 14, 2013 (FRIDAY) without an appointment. We scanned the vehicle and found codes for the catalytic converter. The codes were cleared from the system to see if it was a false code. Due to the heavy schedule that day, we requested that the customer make an appointment for the following Monday for further diagnostics time. No charge to customer for check out. June 17, 2013 customer had an early morning appointment for further diagnostic check out for the catalytic converter codes. Customer was a "NO SHOW" for this appointment. Late afternoon on June 17, 2013 customer shows up for his "appointment" that was scheduled for early that morning. We scanned and stated that the catalytic converter codes had not returned from the the previous Friday. Customer requested a price for the catalytic converter replacement in the event that the codes come back. Gave the customer a quote and he stated he understands there is no warranty on the catalytic converter as this is not a part that would have been replaced during the original rebuild nor during the engine replacement. Mileage was not documented at this time as it was not an official appointment, and no paperwork was made as we did not find a problem. September 4, 2013 (mileage unknown), customer states that the check engine light is on and that vehicle is starting to run rich. We scanned the vehicle and found Mass Air Flow codes. Customer states that he had recently had the Mass Air Flow sensor replaced at the Toyota Dealership. We recommended the customer return to the dealership for any associated warranty. January 27, 2014 @ 217,553 miles (37,077 miles since engine rebuild, 23,386 miles since engine replacement), customer comes in for check engine light diagnostics. We recommended spark plugs and #2 ignition coil. Customer paid $346.55 total. February 3, 2014 @ 218,182 (approx.) miles, vehicle was left (over the weekend) for "oil leaks/internal burning" per customer. After reviewing his files, the Owner of the shop ([redacted]) called and spoke to the customer's father (who makes the financial decisions regarding the vehicle). During this phone call, [redacted] told the father that after reviewing the files, due to the neglect of the vehicle (lack of proper maintenance), and due to the engine replacement with no further warranty stated, we would not be able to continue to do any further warranty work. The father states that he understands and asks how much the job would cost. At that time, we further declined to complete the repairs as a paid job as well as to avoid further misunderstanding regarding warranty. The father stated he understood our concern and asked us to leave the keys in the car so he could have it picked up. Upon our arrival at work the following morning, we noted the car had been removed from the property.In summary:Import Services did honor the original warranty (24,000 miles/24 months whichever comes first). Engine was replaced within that time frame. Customer had oil changed only once to our knowledge - which was through our shop (at no charge). For the duration of time since the original engine rebuild, customer should have receipts for at least 10-12 oil and filter changes. Customer has been told as well as has received written notification that further warranty was void as of engine replacement (5/9/13 @ 194,167) as engine replacement was needed as a direct result of negligence and abuse rather than poor workmanship or parts. Our written warranty also states that warranty will be valid for the time and mileage stated "or as otherwise specified, barring overheating, or abuse."Customer consistently missed appointments, and has had admittedly had engine related repairs completed by other companies. Vehicle has been approximately 37,500 + miles since the original engine rebuild, and 23,800 + miles since the engine replacement. This means that even if we put a 24,000/24 month warranty on the second engine, that the customer is only about 200 miles short of hitting that mark. The warranty was only from the date and mileage of the first engine rebuild, and customer was notified in writing that the warranty was void after the engine replacement. Customer has not been charged for any further repairs or services related to the original repair. Final Consumer Response My engine has never been neglected or abused first of all. Second of all this business is awful and this honestly was a waste of time. Dealing with out attorney will not be. What it all boils down to is that these crooks took our 3,800 to fix something that was never fixed and we have continual problems with since the second day the car was driven off their property. All this owner is doing is making excuses for his poor workmanship by making up lies about the oil bit being changed. We contacted [redacted] and have a print out of the 76 quarts of oil we have had to buy since the repair and a print out of over a $1000 in car rentals that was spent so import service could have the opportunity to fix what was paid to be fixed. O and they tore my engine cover screws up and were asked over ten times to put my engine cover back on which was in perfect condition before they touched it. That issue was never taken care of as well. Thus company should have a grade of an F for treating customers this way. It's horrible and people should know to stay away or else this will happen to them.Final Business Response Mr. [redacted] received a 24,000 mile/24 month (which ever occurs first) warranty 
on the original repair which was completed on or around October 19, 2012.  At
 the time of the repair, Mr. [redacted]' vehicle had 180,476 miles on the odometer. 

At Mr. [redacted]' last documented appointment on January 27, 2014, this vehicle had 
217,553 miles on the odometer.  This vehicle has been driven 37,077 miles since 
the date of the repair. 

Simply put, Mr. [redacted] has exceeded his warranty by at least 13,077 miles.  In 
February when he brought his vehicle for "perceived warranty repair", we
 noticed that the odometer had over 218,000 miles on it, however it was not
 recorded in our system as we did not work on the vehicle at that time. 

Please note, during the January 27, 2014 appointment (217,553 miles), Mr. [redacted] 
paid us $346.55 for spark plugs and ignition coil replacement.  We believe if
 Mr. [redacted] is as dissatisfied with our work as he states, he would not have 
paid us to complete an unrelated job less than one month ago.  

Import Services has honored the warranty to it's fullest extent (Warranty
 started: 180,476 miles - Warranty ended: 204,476 miles).  During this time, we
 have not charged Mr. [redacted] for any repairs related to the original engine
 rebuild, and have further respectfully declined to complete any additional paid repairs. More info received from the consumer 2014-02-21This business should have a grade of a F. He never fixed my engine ever since it was brought to him. I have had to rent a car 4 times for him to try to fix it spending over $1,000 on the rentals. This is not good business. When you pay to have something fixed it should be fixed and my engine never ran properly since the second day I drove off. I could of had a brand new engine installed by the Toyota dealership for $4,800 and that is what I should have done because $5,500 ($3,800-engine, $1,000-car rentals, $700-oil)later dealing with import services my engine is still broken and oil is leaking. If I had only dealt with a reliable company I wouldn't be going through this. I will be taking this company to court as which I've found out this isn't the first time they have been taken to court.