Initial Business Response /* (1000, 8, 2016/02/22) */
[redacted] was contacted by [redacted] in late September. [redacted] asked [redacted] for a quote to repair his F-450. [redacted] was told that there was oil in the cooling system. [redacted] gave [redacted] a quote to fix the problem. [redacted] told [redacted] the truck would be towed over...
to have the repair on the front cover done. The truck did not show up. [redacted] received another phone call from [redacted] who stated that they had taken the truck elsewhere to have the repairs done. [redacted] stated that they (RVS4LESS) was not happy with the repairs that were done and wanted to know what it would cost to fix the problem they had now. [redacted] stated that the engine was now making a knocking noise. [redacted] told [redacted] that he would have to get back to him with a price. On 10/23/15 [redacted] was given a quote for a remanufactured Engine Assembly. The quote was for $21,799.64, plus sales tax. [redacted] told [redacted] that they (RVS4LESS) had bought the truck broken and just spent a bunch of money at another shop and did not want to spend that kind of money to fix it. [redacted] asked how much to bring the truck in and have [redacted] take a look at it. [redacted] told [redacted] it would be $400, to bring it in and to take a look. [redacted] said he would have it towed in. Truck was towed in on 11/02/15. Technician [redacted] found that when the engine was warmed up and running the exhaust smelled like raw fuel and he could hear a knocking sound coming from the engine. While diagnosing the noise [redacted] noticed that with Cylinder 7 Fuel Injector disabled the noise got noticeably quieter. [redacted] recommended replacing Cylinder 7 Fuel Injector and retest. On 11/03/15 [redacted] Ok'd replacing cylinder 7 Fuel Injector and labor time to replace it. On 11/05/15 [redacted] was called again. After replacing the Injector the noise was still audible. Not as loud but still there. [redacted] was advised that in order to find anymore out the engine would have to be removed and torn down for inspection. [redacted] Ok'd the tear down and inspect. It was found that two pistons where visibly scared and needed to be replaced. Along with the rings, bearings, and gaskets. [redacted] was told the engine needed to be replaced. [redacted] told [redacted] they did not want to replace the engine and to just fix the two pistons Cylinder #4 and Cylinder #7, and rings and bearings and gaskets. On 11/16/15 [redacted] Ok'd the two pistons, rings, and bearings. On 11/23/15 [redacted] was informed of the final price including all gaskets, oil injector nozzles that were plugged and the oil and coolant. The truck was put together and test driven. RVS4LESS picked up the truck on 11/25/15. On 11/30/15 the truck was towed into the shop. The truck started and ran however there was a knocking noise coming from the engine. [redacted] called RVS4LESS and asked for [redacted]. [redacted] however was not available at the time. [redacted] told [redacted] that we (Js Performance) would have to tear the engine down again to find out what the noise was. On 12/02/15 an oil sample was taken and sent in for analysis. On 12/07/15 the fuel injectors were sent out for flow testing. On 12/08/15 the injectors where returned and all injectors had tested good. On 12/08/15 [redacted] called RVS4LESS and asked for [redacted]. [redacted] was again unavailable. [redacted] was brought to the line. [redacted] asked to have [redacted] come see the damage. [redacted] did not come, [redacted] came instead of [redacted]. [redacted] showed [redacted] that the two pistons #4 and #7 were still good and that the rest of the pistons had failed. At that time [redacted] was told we (Js Performance) would not be covering this repair under warranty since the two pistons we installed are still good. [redacted] asked [redacted] what they wanted to do. [redacted] said that they needed the truck fixed and asked if we could just replace the other six pistons. [redacted] told [redacted] that the engine would have to be sent in to a machine shop to see if the damage to the block could be cleaned up but believes not, [redacted] said ok and just to let him know what they find. [redacted] asked how long the repair would take. [redacted] told him the machine shop was busy until after the New Year. On 01/04/16 the block was sent to the machine shop. On 1/07/16 the block was returned and the Oil sample results were called in. The machine shop was not able to clean the damage to the block. The block had to be bored .020 over sized to repair the damage. The oil sample had nothing abnormal to mention. [redacted] called RVS4LESS and told [redacted] of the situation with the boring and the new pistons. The engine was reassembled with all new pistons, rings, gaskets, seals, and new engine oil cooler. [redacted] asked what we could do for her in this situation. [redacted] gave the customer RVS4LESS a $2873.01 discount as well as the break in the oil change for free. The customer was charged $5000. The truck was finished on 01/15/16 and the truck was picked up on 01/20/16. The fact that RVS4LESS is asking for the original $7133.79 and the $5000 and the $836 for the tow is enough for us at Js Performance to feel that RVS4LESS wants us to cover their repeated bad decisions. We are not willing to do anything further for this customer in this matter.
Initial Consumer Rebuttal /* (3000, 10, 2016/02/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First and foremost our Claim is that we never received an estimated invoice for the work that was to be done. When we took it back to J's Performance we were under the assumption all parts and labor were covered under warranty. [redacted] never gave us a signed invoice with the estimate on it. When they called and said the truck was ready then told us how much we had to pay we were even more confused, because in ACCORDANCE WITH THE AUTOMOTIVE REPAIR ACT OF 1974, A CUSTOMER IS ENTITLED TO A WRITTEN ESTIMATE FOR REPAIR WORK. Which J's Performance never gave us. Then they held us hostage by saying if we don't pay they will put a lien on us, which they supplied us with a copy of the lien. We feel they have been negligent about the situation while putting us in a bad position financially. We feel J's Performance has been very sketchy and demand that we receive our money back for the work we never agreed to because we thought it was covered under their 12,000 mile or 1 year warranty. Their reply is full of false statements and just warrants the type of business they are really trying to run.
Initial Business Response /* (1000, 8, 2016/02/22) */
[redacted] was contacted by [redacted] in late September. [redacted] asked [redacted] for a quote to repair his F-450. [redacted] was told that there was oil in the cooling system. [redacted] gave [redacted] a quote to fix the problem. [redacted] told [redacted] the truck would be towed over...
to have the repair on the front cover done. The truck did not show up. [redacted] received another phone call from [redacted] who stated that they had taken the truck elsewhere to have the repairs done. [redacted] stated that they (RVS4LESS) was not happy with the repairs that were done and wanted to know what it would cost to fix the problem they had now. [redacted] stated that the engine was now making a knocking noise. [redacted] told [redacted] that he would have to get back to him with a price. On 10/23/15 [redacted] was given a quote for a remanufactured Engine Assembly. The quote was for $21,799.64, plus sales tax. [redacted] told [redacted] that they (RVS4LESS) had bought the truck broken and just spent a bunch of money at another shop and did not want to spend that kind of money to fix it. [redacted] asked how much to bring the truck in and have [redacted] take a look at it. [redacted] told [redacted] it would be $400, to bring it in and to take a look. [redacted] said he would have it towed in. Truck was towed in on 11/02/15. Technician [redacted] found that when the engine was warmed up and running the exhaust smelled like raw fuel and he could hear a knocking sound coming from the engine. While diagnosing the noise [redacted] noticed that with Cylinder 7 Fuel Injector disabled the noise got noticeably quieter. [redacted] recommended replacing Cylinder 7 Fuel Injector and retest. On 11/03/15 [redacted] Ok'd replacing cylinder 7 Fuel Injector and labor time to replace it. On 11/05/15 [redacted] was called again. After replacing the Injector the noise was still audible. Not as loud but still there. [redacted] was advised that in order to find anymore out the engine would have to be removed and torn down for inspection. [redacted] Ok'd the tear down and inspect. It was found that two pistons where visibly scared and needed to be replaced. Along with the rings, bearings, and gaskets. [redacted] was told the engine needed to be replaced. [redacted] told [redacted] they did not want to replace the engine and to just fix the two pistons Cylinder #4 and Cylinder #7, and rings and bearings and gaskets. On 11/16/15 [redacted] Ok'd the two pistons, rings, and bearings. On 11/23/15 [redacted] was informed of the final price including all gaskets, oil injector nozzles that were plugged and the oil and coolant. The truck was put together and test driven. RVS4LESS picked up the truck on 11/25/15. On 11/30/15 the truck was towed into the shop. The truck started and ran however there was a knocking noise coming from the engine. [redacted] called RVS4LESS and asked for [redacted]. [redacted] however was not available at the time. [redacted] told [redacted] that we (Js Performance) would have to tear the engine down again to find out what the noise was. On 12/02/15 an oil sample was taken and sent in for analysis. On 12/07/15 the fuel injectors were sent out for flow testing. On 12/08/15 the injectors where returned and all injectors had tested good. On 12/08/15 [redacted] called RVS4LESS and asked for [redacted]. [redacted] was again unavailable. [redacted] was brought to the line. [redacted] asked to have [redacted] come see the damage. [redacted] did not come, [redacted] came instead of [redacted]. [redacted] showed [redacted] that the two pistons #4 and #7 were still good and that the rest of the pistons had failed. At that time [redacted] was told we (Js Performance) would not be covering this repair under warranty since the two pistons we installed are still good. [redacted] asked [redacted] what they wanted to do. [redacted] said that they needed the truck fixed and asked if we could just replace the other six pistons. [redacted] told [redacted] that the engine would have to be sent in to a machine shop to see if the damage to the block could be cleaned up but believes not, [redacted] said ok and just to let him know what they find. [redacted] asked how long the repair would take. [redacted] told him the machine shop was busy until after the New Year. On 01/04/16 the block was sent to the machine shop. On 1/07/16 the block was returned and the Oil sample results were called in. The machine shop was not able to clean the damage to the block. The block had to be bored .020 over sized to repair the damage. The oil sample had nothing abnormal to mention. [redacted] called RVS4LESS and told [redacted] of the situation with the boring and the new pistons. The engine was reassembled with all new pistons, rings, gaskets, seals, and new engine oil cooler. [redacted] asked what we could do for her in this situation. [redacted] gave the customer RVS4LESS a $2873.01 discount as well as the break in the oil change for free. The customer was charged $5000. The truck was finished on 01/15/16 and the truck was picked up on 01/20/16. The fact that RVS4LESS is asking for the original $7133.79 and the $5000 and the $836 for the tow is enough for us at Js Performance to feel that RVS4LESS wants us to cover their repeated bad decisions. We are not willing to do anything further for this customer in this matter.
Initial Consumer Rebuttal /* (3000, 10, 2016/02/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First and foremost our Claim is that we never received an estimated invoice for the work that was to be done. When we took it back to J's Performance we were under the assumption all parts and labor were covered under warranty. [redacted] never gave us a signed invoice with the estimate on it. When they called and said the truck was ready then told us how much we had to pay we were even more confused, because in ACCORDANCE WITH THE AUTOMOTIVE REPAIR ACT OF 1974, A CUSTOMER IS ENTITLED TO A WRITTEN ESTIMATE FOR REPAIR WORK. Which J's Performance never gave us. Then they held us hostage by saying if we don't pay they will put a lien on us, which they supplied us with a copy of the lien. We feel they have been negligent about the situation while putting us in a bad position financially. We feel J's Performance has been very sketchy and demand that we receive our money back for the work we never agreed to because we thought it was covered under their 12,000 mile or 1 year warranty. Their reply is full of false statements and just warrants the type of business they are really trying to run.