M. K. Smith Chevrolet

Initial Business Response /* (1000, 5, 2015/10/31) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@mksmithchevy.com
To whom it may concern,
This vehicle was originally towed to us on 4/21/15 at 86,109 miles from another facilty and was torn down when...

it arrived to us. It was brought to us for a no start concern. We performed a warranty special coverage repair to replace the engine timing chain and also determined engine had engine cylinder head failure we removed the rear cylinder head and sent it out to have a valve job performed and we reinstalled the cylinder head with new gaskets and bolts (Work order numbers #XXXXXX and #XXXXXX.
Vehicle was brought back on 6/1/15 at 86,119 miles for customer states has engine miss fire and runs poorly review history. We scoped engine and fund msfire on cylinder #3 and #6 under load. We recommended replacing #3 and #6 coils and the customer declined (Work order #XXXXXX.
Vehicle was brought back on 6/11/15 at 86,176 miles for customer states check engine light is on and engine roughs from ck & advise review history.It was determined engine had internal failure. Customer authorized $400.00 teardown on 6/19/15 at 3:15pm. We removed cylnders heads to inspection and found valves sticking and the heads were sent out to machine shop to perform valve job. We reinstalled the cylinder heads and retimed all timing chains and reassembled engine and transmission assembly. After test driving vehicle the vehicle shut off and when restarting the vehicle we found engine had a knocking noise.We removed oil pan for inspection and found metal and debri in the oil and found rod bearings spun. The guest does have a aftermarket extended warranty policy (Warranty solutions) that we have been working closely with regard this vehicles concern, repairs and recommendations. We have also replaced both left and right front axle outer c.v. boots, also replaced bank 1 and 2 exhaust actuator solenoids, high pressure pump covered by his extended warranty. All he is responsibly for is $200.00 deductible. Once we had the engine oil pan removed the extended was contacted and they sent out an inspector to inspect the vehicle. The extended warranty company declined any further assistance for the repairs to this vehicle determining that the failure was due to lack of lubrication due to lack of maintenance. At this point the extended warranty has authorized to pay $2976.20 auth#XXXXXXXXX for repairs performed to this point, but has declined any further assitance toward replacing engine assembly which is recommend.
Please note that the guest was offered to dealer rental on 6/12/15 as a Goodwill gesture at the expense of $38.00 per day to the dealer for the purpose of customer satisfaction due to previous repairs and history while dealer sorted out the diagnosis, performed authorized repairs and worked closely with the extended to get them to inspect and authorized as we could and once extended declined any further repairs the guest was given options to perform repairs and given time to think about how he wanted to proceed while still in our dealer rental $38.00 per day at our expense.
The guest became very difficult to contact and was very difficult to get the guest to return calls for his status of how he was going to proceed with the options he was given.
On 10/21/15 service manager called the guest and advise him that he no longer has consent to drive the dealer rental vehicle and he does not return the vehicle it will be reported stolen. The guest called the service manager and told me on 10/22/15 that the vehicle was left in front of his house with the key in it on [redacted] XXXXX. The service manager and shop foreman of MK [redacted] Chevrolet went to the guest home on 10/22/15 at approximently 2:30pm and picked up the vehicle. The guest had the dealer rental for 133 days at $38.00 day at the dealers expense.
The guest now wants to tow the vehicle to another facilty and does not want to pay for any charges. The guest has been advised he owes $600.00 which is the cost of the $400.00 teardown and the $200.00 deductible his extended policy is requesting towards their participation in the repairs that the guest authorized.

The condition of the vehicle at this moment is that the oil pan is removed and the vehicle is not is running condition.

The guest wants to have he vehicle towed to another facilty but has been advised until current charges are collected the vehicle is not authorized to be released.
Respectfully,
[redacted]
MK [redacted] Chevrolet
Service manager
[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it very difficult to accept the fact that a part the technician claimed was not available(after calling around for a week) was somehow found only a few days after the warranty company declined to replace the engine for lack of justification and informed me that all parts had to be made available for 10 years after car was manufactured. Then all of a sudden the part is found and the car is assembled and taken for a test drive. I'm not an expert but it sounds to me like they were looking to justify replacing the engine and didn't think the adjuster would notice they ran it without fluids.
Final Business Response /* (4000, 9, 2015/11/11) */
Upon removing engine cylinder heads and sending them out to the machine shop for inspection it was determined engine cylinder heads were below
minimum surfacing specifications and could not be resurfaced. At that time was deterined OEM factory cylinders heads were not avaiable so the machine supplied the dealer with remanufactured factory cylinder heads as a replacement and did not charge dealer or customer for the the parts. They did this for the dealer as a Goodwill gesture because of our years of repeat business and loyalty.