North East Customs Collision Repair

Hello, I am *** the Shop Manager. First, I would like to apologize to the customer for the inconvenience she has been through. This vehicle has been in the shop before I came on board in January. So, I have spoken with the customer and with the shop employees and tried to put
a timeline together as to what transpired from the time the vehicle was dropped off till now. The vehicle we are talking about is a Mitsubishi Eclipse GTS with over 173K miles on the motor it came with. Apparently vehicle came in to get seals replaced for an oil leak, I can't for say if it was a minor or severe oil leak and what kind of running condition the engine was. Once the seals were replaced, technician turned on vehicle and make sure there was no more leaks. At that time an engine knock was heard coming from engine. After further diagnosing the noise, the conclusion was it had a bent valve therefore needed another engineOnce customer was notified and with her permission engine was orderedAt this point customer was upset with shop to the fact that the vehicle needed an engine, so in order to help her out, we asked her to pay for the engine and the shop would not charge her for the labor and fluids to complete the installmentSo Once the used engine was installed and turned on, one of the cylinders was loosing compression which is a bad sign that the engine is not good. We advised the customer of this issue and understandably, she was upsetWe told the customer we are going to order another used engine and return the bad one. Once again, we told the customer the shop will not charge her for the labor to remove the bad engine and install the 2nd engine nor the fluids, such as the coolant and oil and oil filter. We are trying to make this right and we will continue to keep the customer informed of the progress