Motor Works, Inc.

This is a step in the right direction towards a fair resolution to [redacted] and [redacted] Center.  Please keep in mind that [redacted] Center has been paying for a rental vehicle for [redacted] the entire time Motor Works has had the vehicle.  [redacted] dropped of his Jeep with Motor Works on 12/3/2016.  Only now have they admitted that there is an internal problem with the motor and it needs to be taken out and torn down.  Again this has already been recommend by 3 reputable shops, and it was not until my complaint to the Revdex.com has Motor Works been willing to recognize there is a manufacturing issue with the motor.  Trying to keep the customers best interests at heart how does it make sense for [redacted] to take the motor out and have Motor Works drive over 100 miles round trip to pick it up from our shop just to take it back to their shop to work on it?  [redacted] is the one caught in the middle while [redacted] is a customer of Motor Works.  It seems to be a very inefficient way of doing things to have us simply take the motor out just to have it hauled away to be looked at.  Wouldn't it be far easier for Motor Works to tear the motor down in their shop since it is already there?  In the end [redacted] is the one loosing out over a final jab by Motor Works to soften the blow of the warranty claim on their remanufactured motor.  Why should [redacted] loose out on additional time without his vehicle because Motor Works wants to cut down on costs.  Every day [redacted] Jeep sits at Motor Works he looses time and money.  His job is strongly based on having reliable functioning transportation.  Hence the 36,000 miles already put on the vehicle since the motor replacement. 
While [redacted] Center did offer to look at the motor please understand that was when Motor works was taking the stance there was nothing wrong with it but a leaking oil pan.  It was offered to Motor Works as an avenue to show them that [redacted] Center was 100% confident that there is an internal issue with the motor.  At this point given the only way [redacted] Center is willing to pull the motor and re-install it is if Motor Works supplies a brand new remanufactured motor for [redacted]. 
If Motor Works would like to split the bill on the rental car [redacted] Center would be willing to pay them exactly what their warranty states to take the motor out in their shop.  That is All Data time at $25 per and to take it out which is 10.1 hours.  We feel the job would get done faster and more efficiently if everything stayed at Motor Works. That is the fairest thing for the customer, and after all no one would be in business with out customers. 
 
[redacted]
 
 
[redacted]
[redacted]
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Thank-you again JEH..we couldn't be happier with our new front door. Your installers go above and beyond to do their job, clean and friendly. We are still so pleased with the job done on our windows a couple of years ago...great dealing with you, Joe and staff..

In February of 2016 [redacted] purchased a Chevy 383 engine from us for his 72 El Camino. In May we received a call stating that there was alot of play from the front to back with his thrust bearing. During the manufacturing of our engines 
we measure the thrust on each engine to see what...

that spec is. On this engine the thrust was .004 which is well within spec. The only thing that takes a thrust bearing out on an engine is the constant pressure on the back of the crankshaft and this is typically caused by a miss adjusted clutch. We told Mr. [redacted] this and told him we would be happy to fix the trust for him for minimal cost but that this is not a manufacturing defect and no labor for R&R would be paid. 
This is still the case today. 
Sincerely, 
Valerie H[redacted]
Controller

Complaint: [redacted]I am rejecting this response because: All I am able to view is the following. 
MESSAGE FROM BUSINESS:
I EMAILED MY RESPONSE LAST WEEK TO YOUR OFFICE. ABOUT 13 PAGES OF INFO
PLEASE CALL ME IF YOU DO NOT HAVE IT. 
THANKS
VAL
Sincerely,[redacted]

We are needing the crank and rods also .. they were not dropped off .. thanks

here are the facts when Pat came into Motor Works to talk with Mike U[redacted] about building an engine for your vehicle he said we could not. He sugested that you purchase a used engine ... Motor Works went online and found by YOU VIN NUMBER a used engine from SW Engines that you have the...

paperwork on that carries a 3 Year 36K mile warranty.... we agrees to purchase the engine for you from them and install it. Motor Works did just what we said we would do. This is NOT our engine and have no warranty relationship to the workmanship or reliability of the engine you purchased.

Complaint: [redacted]I am rejecting this response because:
This is NOT a $600 repair and why should I pay for your mistakes?  It will cost me $1500 to remove the engine from my boat.  You cannot deal with the engine in the boat as a) the engine must clear a rail 9 feet off the ground before it can be removed and b) the permanently attached radar arch on the boat is 13 feet 4 inches off the ground and you don't have a garage door tall enough to fit it in.  Plus, I'd have to haul a 9000 pound load over a mountain pass and up the Columbia River Gorge during a 5 hour trip to get to you.  This would cost around $400 round trip in gas.  So, this is NOT a $600 fix.
The blow-by is NOT apparent, it is REAL!  And CONSIDERABLE!  I've pulled the head off of one side and ALL FOUR pistons were COVERED in a thick, black, oily, soot that was 1/16-1/8 inch thick.  The top of the head was the same.  A machine shop indicated that the head was fine and none of the rockers were bad.  So much for your idea of the rockers being bad.  His diagnosis, without pulling the crank, was that either a) the wrong size rings were installed, b) no rings were installed, or c) the wrong size piston for the bore was installed.  All of which are YOUR FAULT!!  You delivered to me NOT what I ordered!  I ordered a working engine and instead you gave me something that was incorrectly built to the degree that it DOESN"T WORK!
I thought I was dealing with a reputable business that stood by its work.  Evidently not.  You seem to not care that you sent out something, due to your own mistake, that doesn't work.  You also seem bent on having me pay for YOUR MISTAKE.
 
So, NO!  I reject your response.  I expect more from you!  I don't think I'm asking for much!  I just want what I paid for which is a WORKING engine!
Sincerely,[redacted]

I EMAILED MY RESPONSE LAST WEEK TO YOUR OFFICE. ABOUT 13 PAGES OF INFO
PLEASE CALL ME IF YOU DO NOT HAVE IT. 
THANKS
VAL

I am very pleased with how the men installed the windows. They did a really great job, cleaned up after themselves and made sure I was happy with the work and the windows. I am very happy with this company and would recommend them to other people looking to get windows installed.

Complaint: [redacted]
I am rejecting this response because:[redacted] is the owner of Motorwork, they work together. Another sham to their resolutions. They are correct, at this point after everything that has happened and the blatant disregard and vulgarity displayed at myself by Steve, when just trying to address the ongoing proboems, I do not trust my vehicle to them for anything. They know the issues and have refused to address them as that is their policy. Since the 1st day major breakdown to the continuing engine issues to the warranty on the transmission which us now void due to Motorworks not doing the inspection within 15 days as it states on the warranty. They had possession of the truck during this time frame. I suggest having Ford do the investigtion and report.  If I cannot get a reasonable response from this company, then I demand a full refund.If forced to litigate, I will also be asking for damages as well, considering everything that has happened, I'm guessing it will be a slam dunk.I also must say to the Revdex.com, how can you with the reviews of this company have the at an A + rating.?
Sincerely,
[redacted]

Motor Works is not ADMITTING anything.. we are only doing what [redacted] suggested in the first place and that we would PARTICIPATE in looking into this further.. 
here are the facts of the warranty: The engine is at the 1/2 way point of the warranty IF manufacturing defect is found Motor Works would be responsible for 1/2 parts and 1/2 labor to repair.  Here is what we have done: 
Pulled the valve cover and inspected valve train... found nothing unusual
have verified rear main leak and engine pan leak -have not ran long enough to see exactly how much is leaking
have pulled intake manifold to inspect for oil and the intake runners are wet which would suggest PCV valve issue 
#6 cylinder spark plug is wet the one right at the PCV inlet
have disconnected the PCV entirely from the engine system and have ran for only 20 miles have checked oil level and the oil has not changed 
installing new PCV and re installed intake manifold 
at this point the car needs driven to see where oil level gets to and at how many miles and also the leak needs to be fixed. 
neither of these issues are manufacturing defect issues or ANYTHING covered by Motor Works. 
Until we can see where there is an actual engine issue there is nothing else for us to do . 
As to the other shops that heard this top end noise we are sure they did when the oil was extremely low but as to WHY the oil is low we do not know at this time. 
Motor Works does not have a mechanic available to pull this engine so Mr. [redacted] so at this time Motor Works will still participate in looking at the engine once it is out and we would suggest [redacted]motive attend the tear down and analysis of this engine to resolve this issue once and for all. 
 
The car is ready at anytime.

I am not going to go into any further details with this customer. [redacted] sent his engine here for us to rebuild because he overheated it and the engine was destroyed .. Motor Works built the engine and when we were ready to ship it back we hear this story about how he thought we were "good-willing" this engine for him for some unknown reason. Motor Works is a "FOR PROFIT" company and do not sell enough engines to just give away engines because of someones bad situation. The engine is safe in our warehouse and as soon as [redacted] comes up with $2209.00 to pay for the work done on his engine we will be happy to ship it to him.

Review: Motor Works Engines did not back up its warranty on its engine after giving me a 3 month run around, and uses cheap parts. I drove a 95 K2500 cross country, and in Nevada along I-80 I blew the engine. Since I was away from home and had no place to replace the engine myself, I went to several mechanics in Elko, Nevada before finding one, [redacted], who would help (at a premium price of course). When he finished with the truck on Oct 13, 2012, I finished the next 500 miles to California unloaded and at varying speeds, which of course left a lot of angry drivers behind me on I-80. Then I got the oil changed at a Chevy dealership in California along with a multipoint inspection. They told me that there was a pressure leak somewhere in the coolant system but they didn't isolate it.Then I hauled a trailer back to Missouri for my parents along I-80. When I got home, I determined that the head gasket was blown by doing a compression test and checking the radiator.In mid November I contacted Motor Works about this engine problem, and [redacted] of Customer Service called me back on Nov 19, 2012. He said that they would not pay me if I did the repair myself, and that he wanted the mechanic to call him. My mechanic, [redacted], says he called [redacted], and then found that a [redacted] head gasket used by Motor Works did not seal. Now I was out another $510.63 for a job I could have done for about $100. I stayed in contact almost every week after then, to see what the status was and exchanging emails with [redacted], the controller at Motor Works. [redacted] finally called back the morning of 9 Jan 2013, and saying thahe needed the headgasket to send to the factory for an analysis. He said he would check with [redacted]. After some time I called [redacted] and found that [redacted] did not even call him. [redacted] also said that he had called [redacted] when I had asked him to in November, and that [redacted] had not told him to save the headgasket so the headgasket was long gone. So [redacted] did not honor the warranty.Desired Settlement: The truck is now traded in. I want a refund of the price of the repair, which was $510.63. I believe requesting them to honor their warranty is a reasonable request.

Business

Response:

I would like to get some more information first.. can I get the engine ID# that we sold to you or the original invoice number so I can pull the work order and

see what the circumstances are. Then I can get back to you with some answers.

Thanks

Consumer

Response:

Here is the information requested by the business.

The engine ID # looked like [redacted] but it could have been [redacted]. It was an [redacted] bolt main part number [redacted].

Regards,

Purchased engine from MWI for customer vehicle last year that developed scuffing after 200 miles. We towed it from our shop to Spokane and they did repair the engine after I coughed up 500$. Our shop ate all our previous costs associated with scuffed lifters and diag. Our net loss on this whole job was small, but we lost a great customer and their friends over this one. Beware: The MWI labor claim policy is useless!

Review: I purchased a used Madza 6 car with a brand new engine from Motor Works. I was told by the dealership that I had a warrenty on the engine of 5 years/50,000 miles. I had not even driven the car for 500 miles and I started having problems with the engine. I was told it was a timing issue and was resolved the 1st time it was in the shop, the 2nd time it was in the shop I had to have the car towed at my expense and then it took 3 weeks for the car to get fixed due to Mortor Works not taking responsibility for the issue (it was a Head and timing issue) the car again is in the shop for the samething and now per Steve at Motor works the company says they are not responsible for repairs on the engine and doesnt have time for us anymore and he needs to talk to REAL PEOPLE and has hung up on us! I have purchased several cars and trucks in my life and have never come acrossed a company that will not stand by there product and has terrilbe customer service! This engine has been a nightmare now for 6 months and I am very frustrated with the actions of this company. I have all the recpt's from when this motor was put in the Mazda the motor came "complete" so that means that motor works did all the work on it and they keep blaming everyone else for the issues. None of the problems with the engine are easy fixes and not our error. My car has been in the shop a total of 7 weeks in less then 6 monthsDesired Settlement: All I want is my car to get fixed or have a new engine that will not have all the issues this engine has had.

Business

Response:

In May of 2012 Motor Works sold a Mazda 6 engine to Klean Auto Repair.

In January of 2013 Motor Works recieved a call concerning a noise in the front cover of the engine. The shop found that the timing chain had come loose ,

so Motor Works sent the parts to the shop to fix and they did so. Motor Works reimbursed the customer for our portion of that repair.

Then shortly after the Timing failed again after being installed by Klean Auto. We felt at that point that Motor Works would be better to look at the vehicle at our own facility. Motor Works then had the car shipped over to our facility in Spokane all at our expense. We then fixed the cylinder head and the timing chain issue and gave the car back to the customer.

Then on May 21,2013 Motor Works recieved a call from [redacted] telling us his father was driving the car and all of the sudden the car lost power . So his dad pulled to the side of the road and checked the oil and found that there was no oil on the dipstick.

He continued to drive the vehicle to his house and when he arrived he stated he put oil in the car and drove it to Klean Auto .

Motor Works contacted Klean Auto after they looked at the car and Klean Auto stated they had to put 3 quarts of oil in the vehicle to get it to even read on the dipstick. They noticed no evidence of any leaks so they had no idea where the oil went.

[redacted] had stated he had checked the oil 3 days earlier and that the oil was fine. He wanted us to tell him where the oil went. We informed him that there was no way for us to tell him where the oil went until we saw the engine. The shop cant tell us and we cant tell by talking to them on the phone.

We informed [redacted] that he would have to give the shop authorizaton to pull the engine and send it to us. Until we see the engine and find out what the problem is we can not give him any idea of warranty coverage.

As soon as he gets the engine out and to us we will be happy to look at the engine and let him know of our warranty coverage.

That is where we are at with this claim.

Sincerely,

Controller

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

I have reviewed the response made by the business in reference to complaint ID 9572639, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

1: Klean Auto had nothing to do with any of the repairs on the vechile. Klean Auto only put in a complete motor from Motor Works. The first time the engine had issue's the car was towed to Fugate Mazda in Enumclaw Wa (which we paid for out of our pocket)

2: The 2nd time the engine failed for the same reason yes Motor works did ship the car to Spokane, but in turn we had to drive to Spokane and pay to get the car back at my expenses and also paid over $500 out of our pocket to Fugate Mazda for the work they had already done on the car before Motor works decided what to do.

3: the 3rd time the engine failed for the same reason they wrote in there response that we drove the car to our house and put oil in it and drove it to Klean Auto that is not correct we had the car towed to Rods auto repair from our home and again out of our pocket. and for the comment that [redacted] had to tell [redacted] where to put the oil is just not ture I (as a women) know where the oil goes and that is a slap in the face to me!

4: Motor Works also states if we ship the engine back to them they will take a look at it, but this is the 3rd time we have had this issue with the engine not to mention that I as the owner and customer have not had a car for over 10 weeks to go to work and have to get rides and get a loaner. My work is 40 miles one way so this engine issue has been a real big incovience to myself. ( with no help from this company) I AM NOT PAYING ANY MORE OUT OF MY POCKET FOR A ENGINE THAT HAS HAD THE SAMETHING HAPPEN TO IT FOR THE 3RD TIME IN LESS THEN 5 MONTHS.

I see that Motor works puts on its website about the great warrenty they have with the engine, the warrenty is nothing and they should have to take that adversiment point off the website. I have looked at other websites and also Revdex.com and Motor works has had several complaints.

The engine has been bad from the start and it has been myself as the consumer that has

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Business

Response:

#1 : Motor Works paid our part of what was covered under the MWI warranty of $250.00 to Fugate Mazda on the first failure.

#2: After Fugate Mazda "fixed" the car we had it towed over to us to fix at no charge.. if we didnt touch the engine the second time we can not be held responsible.

#3: We never said in our response that we had to tell you where to put the oil ? Not sure why this is comming up.. the only comment made was that the repair shop had to put in 2 more quarts of oil to bring it to the fill line. We are simply stating what we were told .

#4 : per the Motor Works waranty we must see the alleged defective product in order to make a determination as to what the problem is now.

#5: as per our warranty . We are a manufacture of automotive engines. just becaue we produce them does not mean that there are not a number of reasons that the engine can fail due to computer controlled engine management systems that are beyond our control . Just so you know Motor Works does have a great warranty and we do take and go beyond our responsibilites on many occasions when things are not our fault. We have less than a 1% warranty rate on our engines produced and if you checked other engine remanufactures in the industry you would know that that is one of the best.

Motor Works stands by our firs letter and must have the engine back to see what the cause of this failure is.

Sincerely

Controller

I purchased a stroker motor of theirs thru west coast engines and shortly after my 500 mile break in I wanted to adjust the roller rockers. There was one that would not adjust and was quite loud. I took the car to mechanic and they found push rod sitting on edge of lifter( not centered) Repair cost me around $500.00 . There is approx 2000 miles on engine now and I have to clean up floor after driving and parking in garage.
The leak seems to be from rear main,I'll fix myself. West coast is merely money middle man does not help with warranty and motor works only pays a minimum. The warranty stinks

Review: I had a overnight delivery order placed on Thursday Sep 5th, package was a 325lb engine ordered from Motorworks in Spokane. I received a voicemail on Friday Sep 6th 12:50pm to schedule delivery. I called back at 1:00pm and the voicemail stated must call before 1:00pm to schedule delivery. Monday Sep 9th(they dont work on the weekends) I called to schedule delivery and was given a delivery time of 6-8pm on Tuesday Sep 10th. After 8pm Tuesday Sep 10th I called and spoke with [redacted] who stated he knew at 5pm he was not going to be able to make my delivery as well as he does not have drivers drive after dark and sunset was at 7:36pm. [redacted] was very rude and hung up on me both times I called and refused to make rescheduling arrangements or why I was not called to reschedule after he knew my package would not be delivered. I was told as well that they do not give refunds or partial refunds in these situations. Wednesday Sep 11th I was told my package would be delivered between 6-8pm and told again that they would not negotiate a refund. Wednesday Sep 11 6:30pm I called and spoke with dock [redacted] who said they have lost my package and are looking for it. 8pm I call and speak with [redacted] who said my package was still lost and could not be located and that no refund would be available. [redacted] also said they would and do deliver after sunset and up to 9pm and was not sure why [redacted] had told me otherwise. During this time I had made calls to Motorworks to discuss a refund of the delivery charges. I was told each time that no refund would be given. On Thursday Sep 12th I called Motorworks again and asked for either a refund of my delivery charges and deliver the engine or a refund for all charges immediatley and they can keep the product. The rep, who didnt give his name said OK we will refund all of your charges and hung up on me.Desired Settlement: I would like my refund of $1670.00 ASAP as stated I would and written formal apology from manager or owner of the company.

Business

Response:

I have spoke directly with this guy and we refuse to sell him the engine And we got the engine returned and refunded him in full.. This guy was never going to be happy with the delivery. He was really mad at the freight carrier for not meeting him when he wanted, but residential deliveries are like that they are not an exact time. So he ended up missing the driver and so we told him that he would have to reschedule or pick it up at the dock and he did not like that answer so we shipped the engine back and lost 180.00 by doing so … but are done with this customer. Hope this answers your questions… Thanks[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have not received a formal apology from the company for rejecting my business. Again, they were the ones who decided to cancel my order and have the product shipped back to them and refused to sell me the product. Why? I have not received an explanation from them as to why they would not deliver the product and just refund my shipping costs, which was all I wanted after the next day shipping was going on a week and they were unable to keep two shipping appointments and I had asked for multiple times for even just a partial refund. I am sure it would have saved them the cost of having to ship and inventory the product. I have not received any compensation for the time I had taken off of work waiting to have the shipment delivered and the time I wasted having to deal with the company. Every time I had contacted the company they handled the situation very unprofessionally, even through mediation they make bias assumptions "This guy was never going to be happy with the delivery. So he ended up missing the driver and so we told him that he would have to reschedule or pick it up at the dock and he did not like that answer." The information they pose is wrong as well, I didn't miss the driver the driver didn't show up after two scheduled deliveries and then showed up to deliver without scheduling after I had been told by MotorWorks/NW Engine Exchange they had cancelled the order and were having the shipment returned to them.

Review: We purchased a 383 stroker for our Surburban from Motor works. We even contacted them over the phone to confirm it was the exact motor needed for our make and model of Suburban. Upon receiving the motor we paid to have it installed only to find the motor was not built properly. So we had to have the motor taken out and sent back so Motor Works so they could fix there botched build. When the new motor arrived it still had issues with the main oil pan leaking oil. We we told by Motor works they would cover any charges our mechanics incurred by fixing there issue again we were also informed Motor works would pay to have the motor installed a second time as we had already paid to have it installed once. It has been a year and Motor works has not reimbursed us for paying the mechanics to install the engine a second time or for the cost they incurred for fixing their mistake. After long exhausting battles with [redacted] at Motor Works she agreed to warranty around $500 of the repairs (total extra repair came to be around $2400). This offer was contigent on us sending back the parts IVM had to replace. Our mechanics sent back the parts and we have yet to hear anything from [redacted] or Motor Works. The company lies and does not care about their mediocore service or products. Anybody looking into using this companies motors think otherwiseDesired Settlement: I would like a refund for the full amount incurred by our repair shop. I will gladly give the invoice as proof althought I have already sent this to [redacted] so I am sure she is well aware and just does not care.

Business

Response:

I am currently out of the office this has been forwarded to [redacted] who is the head of the customer service department and is the one that [redacted] needs to talk to