Logan's Roadhouse

Below is our response to customer complaint [redacted] I have attached the GM technical bulletin which we discuss in our response as a reference.When the customer brought their vehicle to the shop in June, the starting problem they were experiencing was due to damages to the flexplate (also referred to as a flywheel) which were caused by the starter housing hitting the flexplateThe customer did not have us diagnose the vehicle because he stated that he was an ASE Certified technician and had diagnosed the vehicle himselfAt the customer’s request we replaced the starterUpon removing the starter, we saw that all of the teeth on the flexplate were grinded or broken offWe informed the customer and he had us replace the damaged flexplate as wellWhen the vehicle came back in December it was having starting problems again, but this time had a check engine lightWe did a diagnostic scan and the customer was informed at this time that the trouble codes indicated a problem which was throwing the timing offWe inspected the vehicle and saw that teeth had been freshly snapped off the flexplate (not grinded)GM issued technical bulletin # [redacted] stating that when these codes are present it may cause inoperative condition to the starter housing, flexplate, or engine blockWhen timing is out of sync it causes predetonationThis causes high compression which vapor locks the cylindersWhen the starter engages something has to give, which in this case was the teeth on the flywheelThis vehicle’s timing is computer controlled by the PCM and crankshaft sensorWhen these codes set the PCM tries to set a predetermined value so the consumer can get the vehicle to a repair shopThe customer stated that they had removed and replaced the cam sensor themselves and were aware of this problemThe customer needs to repair the timing correlation problem or they will have to keep replacing flexplates, starters, and possibly the motor if the timing problem is not repairedWe advised the customer, did not charge them a diagnostic fee, and replaced the starter again at our own expenseThe customer declined to have the timing problem repaired at this time due to lack of fundsWe gave the customer a copy of the GM technical bulletin to ensure that they understood the nature of the problemWe stand behind our work and our diagnosticsWe did not originally diagnose the vehicle, rather replaced the parts at the customer’s specific requestWe properly replaced the starter and flexplate and there was neither a problem with our work nor a problem with the newly replaced partsWe did not work on the timing and cannot be responsible if the customer declines to repair the underlying issue which is causing damage to the starter and flexplate to occur repeatedlyIf you have any further questions, would like to speak with us, or need further information to resolve this dispute, please give us a call at [redacted] Thank you for your help in this matter, [redacted] Auto Service Experts

I am writing to confirm that the complaint/negative review submitted by [redacted] has been successfully resolved to the satisfaction of both partiesThe customer brought her vehicle back to our repair shop, we discussed the issues of concern, corrected them, and fully rectified the situationPlease let me know if you have any questions, or if I need to take any further action to resolve this matter on my Revdex.com profile.Thank you for your help,

For clarification, it does not appear that the person writing this complaint is the customer who originally had the repairs done on the vehicleWhen the customer had the vehicle brought in to our shop in June, she specifically requested a starter replacementWe offer diagnostics to every customer, but in this case, the customer declined diagnostics stating that the vehicle had already been checked out by a mechanicWe informed the customer that we could not be held responsible if the starter replacement didn't solve the problem unless we personally diagnosed the vehicleShe still declined diagnostics stating that she was sure that it needed a starterWe do not perform any unauthorized work and that includes diagnosticsThe customer declined diagnostics so we did not perform themWe always include diagnostics on every invoice when we perform them, even if the fee was waived we still list them on the invoice at no chargeThe customer's invoice does not include any diagnostics, because, at her request, none were performedWe did not do any diagnostic scan for the check engine light at this time.We did not become aware of the technical bulletin until we performed diagnostics when the vehicle was brought back to our shopWe would never intentionally mislead or withhold information from a customerWe simply are not aware of every technical bulletin for every issue on every make and model of vehicleWe find that information during the diagnostic processThe issue causing problems to reoccur would have been addressed and corrected in June if we had diagnosed the vehicle, but we were not the ones who diagnosed itThe warranty provided is on parts and labor, and the parts were properly installed, not defective, and functioned properly until they were destroyed due to the timing problemAs we originally told the customer, we cannot be responsible for incorrect diagnostics if we did not perform them ourselvesWe also cannot be responsible for damage caused by a separate problem in the timing system which we did not work on-- [redacted] Auto Service Experts

Complaint: ***
I am rejecting this response because: The business' response is filled with factual errors and outright liesAdditionally, the business is still refusing to abide by the warranty, stated on their own receiptI will paste the response, then point out where they are being either accidentally or intentionally dishonest." MESSAGE FROM BUSINESS:Below is our response to customer complaint ***I have attached the GM technical bulletin which we discuss in our response as a reference.When the customer brought their vehicle to the shop in June, the starting problem they were experiencing was due to damages to the flexplate (also referred to as a flywheel) which were caused by the starter housing hitting the flexplateThe customer did not have us diagnose the vehicle because he stated that he was an ASE Certified technician and had diagnosed the vehicle himself *THIS IS BLATANTLY FALSEWHEN THE VEHICLE WAS TAKEN IN FOR SERVICE, IN JUNE, THERE WAS NO MENTION OF AN ASE CERTIFIED MECHANICIN FACT, I WOULDN'T HAVE KNOWN WHAT ASE STOOD FORTHE ONLY TIME AN ASE CERTIFIED MECHANIC WAS MENTIONED WAS IN JANUARY, AFTER WE PICKED THE VEHICLE UP FROM THE SHOPMY BROTHER-IN-LAW, A CERTIFIED MECHANIC, CALLED AND SPOKE TO *** ABOUT THE SITUATIONAGAIN, THIS WAS IN JANUARY! At the customer’s request we replaced the starterUpon removing the starter, we saw that all of the teeth on the flexplate were grinded or broken offWe informed the customer and he had us replace the damaged flexplate as well. When the vehicle came back in December it was having starting problems again, but this time had a check engine light THE CHECK ENGINE LIGHT WAS ON WHEN WE BROUGHT THE VEHICLE IN, IN JUNEWe did a diagnostic scan and the customer was informed at this time that the trouble codes indicated a problem which was throwing the timing offWe inspected the vehicle and saw that teeth had been freshly snapped off the flexplate (not grinded)GM issued technical bulletin #*** stating that when these codes are present it may cause inoperative condition to the starter housing, flexplate, or engine blockTHIS IS AN ADMISSION THAT THE SHOP EITHER IGNORED OR CHOSE NOT TO SHARE INFORMATION ABOUT THE "TECHNICAL BULLETIN"WAS THE SHOP BEING INCOMPETENT, OR INTENTIONALLY DECEPTIVE? EITHER ANSWER IS UNACCEPTABLE. When timing is out of sync it causes predetonationThis causes high compression which vapor locks the cylindersWhen the starter engages something has to give, which in this case was the teeth on the flywheelThis vehicle’s timing is computer controlled by the PCM and crankshaft sensorWhen these codes set the PCM tries to set a predetermined value so the consumer can get the vehicle to a repair shopThe customer stated that they had removed and replaced the cam sensor themselves and were aware of this problemThe customer needs to repair the timing correlation problem or they will have to keep replacing flexplates, starters, and possibly the motor if the timing problem is not repaired. We advised the customer, did not charge them a diagnostic fee, and replaced the starter again at our own expenseThe customer declined to have the timing problem repaired at this time due to lack of fundsWe gave the customer a copy of the GM technical bulletin to ensure that they understood the nature of the problemWe stand behind our work and our diagnosticsWe did not originally diagnose the vehicle, rather replaced the parts at the customer’s specific requestWE NEVER REQUESTED THAT SPECIFIC PARTS BE RPLACED, OR THAT NO DIAGNOSTIC SHOULD BE RUNTHAT IS SIMPLY A LIEHOW COULD A REPAIR SHOP PERFORM A MAJOR REPAIR ON A VEHICLE AND NOT RUN A SIMPLE DIAGNOSTIC CHECK? aGAIN, THIS DEMONSTRATES SHEER INCOMPETENCE OR INTENTIONAL DECEPTION. We properly replaced the starter and flexplate and there was neither a problem with our work nor a problem with the newly replaced partsWe did not work on the timing and cannot be responsible if the customer declines to repair the underlying issue which is causing damage to the starter and flexplate to occur repeatedlyIF THIS IS THE ISSUE, CAUSING ALL OF THE PROBLEMS; IT SHOULD HAVE BEEN ADDRESSED AND CORRECTED IN JUNE OF 2017!If you have any further questions, would like to speak with us, or need further information to resolve this dispute, please give us a call at ***. Thank you for your help in this matter,*** *** Auto Service Experts
Regards,
*** ***

Below is our response to customer complaint ***I have attached the GM technical bulletin which we discuss in our response as a reference.When the customer brought their vehicle to the shop in June, the starting problem they were experiencing was due to damages to the flexplate (also referred
to as a flywheel) which were caused by the starter housing hitting the flexplateThe customer did not have us diagnose the vehicle because he stated that he was an ASE Certified technician and had diagnosed the vehicle himselfAt the customer’s request we replaced the starterUpon removing the starter, we saw that all of the teeth on the flexplate were grinded or broken offWe informed the customer and he had us replace the damaged flexplate as well. When the vehicle came back in December it was having starting problems again, but this time had a check engine lightWe did a diagnostic scan and the customer was informed at this time that the trouble codes indicated a problem which was throwing the timing offWe inspected the vehicle and saw that teeth had been freshly snapped off the flexplate (not grinded)GM issued technical bulletin #*** stating that when these codes are present it may cause inoperative condition to the starter housing, flexplate, or engine block. When timing is out of sync it causes predetonationThis causes high compression which vapor locks the cylindersWhen the starter engages something has to give, which in this case was the teeth on the flywheelThis vehicle’s timing is computer controlled by the PCM and crankshaft sensorWhen these codes set the PCM tries to set a predetermined value so the consumer can get the vehicle to a repair shopThe customer stated that they had removed and replaced the cam sensor themselves and were aware of this problemThe customer needs to repair the timing correlation problem or they will have to keep replacing flexplates, starters, and possibly the motor if the timing problem is not repaired. We advised the customer, did not charge them a diagnostic fee, and replaced the starter again at our own expenseThe customer declined to have the timing problem repaired at this time due to lack of fundsWe gave the customer a copy of the GM technical bulletin to ensure that they understood the nature of the problemWe stand behind our work and our diagnosticsWe did not originally diagnose the vehicle, rather replaced the parts at the customer’s specific requestWe properly replaced the starter and flexplate and there was neither a problem with our work nor a problem with the newly replaced partsWe did not work on the timing and cannot be responsible if the customer declines to repair the underlying issue which is causing damage to the starter and flexplate to occur repeatedly. If you have any further questions, would like to speak with us, or need further information to resolve this dispute, please give us a call at ***. Thank you for your help in this matter,*** *** Auto Service Experts

I am writing to confirm that the complaint/negative review submitted by *** *** has been successfully resolved to the satisfaction of both partiesThe customer brought her vehicle back to our repair shop, we discussed the issues of concern, corrected them, and fully rectified the
situationPlease let me know if you have any questions, or if I need to take any further action to resolve this matter on my Revdex.com profile.Thank you for your help,

For clarification, it does not appear that the person writing this complaint is the customer who originally had the repairs done on the vehicle. When the customer had the vehicle brought in to our shop in June, she specifically requested a starter replacementWe offer diagnostics to every customer, but in this case, the customer declined diagnostics stating that the vehicle had already been checked out by a mechanicWe informed the customer that we could not be held responsible if the starter replacement didn't solve the problem unless we personally diagnosed the vehicleShe still declined diagnostics stating that she was sure that it needed a starterWe do not perform any unauthorized work and that includes diagnosticsThe customer declined diagnostics so we did not perform themWe always include diagnostics on every invoice when we perform them, even if the fee was waived we still list them on the invoice at no chargeThe customer's invoice does not include any diagnostics, because, at her request, none were performedWe did not do any diagnostic scan for the check engine light at this time.We did not become aware of the technical bulletin until we performed diagnostics when the vehicle was brought back to our shopWe would never intentionally mislead or withhold information from a customerWe simply are not aware of every technical bulletin for every issue on every make and model of vehicleWe find that information during the diagnostic process. The issue causing problems to reoccur would have been addressed and corrected in June if we had diagnosed the vehicle, but we were not the ones who diagnosed itThe warranty provided is on parts and labor, and the parts were properly installed, not defective, and functioned properly until they were destroyed due to the timing problemAs we originally told the customer, we cannot be responsible for incorrect diagnostics if we did not perform them ourselvesWe also cannot be responsible for damage caused by a separate problem in the timing system which we did not work on. -- *** ***Auto Service Experts