Northwest Auto Specialist

I purchased my Subaru Legacy from D&C Motorz in Portland, on June 2, after having it checked out and getting a good report from a mechanic I drove it for the next months with no problems I had the windows tinted ..nothing more It CAME equipped with a modified cold air intake manifold and filter My Uncle [redacted] DID NOT install any parts as was stated in the rebuttal by NW The only thing [redacted] did was put it on jack stands and look under it I had heard a loud pop while driving over to Longview after work on Nov 20th NW was closed for the night, so I immediately took it up to ***’s, about miles away So, I had actually driven approximately miles when the “pop” occurred and my power dropped off [redacted] said “Take it home and park it, you have a big problem here” Yes, my mistake, my car was towed, not driven to Northwest Auto on November 18, I was told NOT to drive it due to the noise that had started to come from the original turbo We (my grandfather and I) a few days earlier, had NW go ahead and order the necessary parts to fix the problem properly Assuming that they had, I picked up the car and drove it home on Nov 19th I was shocked when the new turbo blew the very next day, November 20th There never was a plug installed by anybody to my knowledge like NW has stated I presume this is a concocted story due to NW’s failure to replace the banjo bolt and filter They were unable to show [redacted] and my grandfather where this supposed plug had blown from I have the banjo bolt in my possession, and it is almost completely plugged, which would cut the oil supply to the turbo causing it to fail Subaru issued a bulletin Number 02-103-on October 19, stating that due to turbo failures, the banjo bolt/ filter and oil line feeding the turbo should be replaced when installing a new turbo Northwest Auto stated that they have done extensive research after receiving this complaintNW had told us that they have worked on Subaru’s before and we trusted that they knew these facts and what they were doing My grandfather has been researching turbo failures and installation for the past month ..looking at forums and u-tube videos on failure causes and proper installation methodsEverything points to oil starvation and improper installationThere is also information stating that turbo manufactures will not guarantee their turbo unless the banjo bolt/ filter was replaced One statement said “If you are not going to install it properly, don’t do it at all.” NOW, after having my car towed to [redacted] and checked out, my problem has gone from bad to rotten .I need a new engine!!!! They confirmed that the banjo bolt/filter was plugged and never replaced [redacted] came in to talk to the NW owner and his wife twice Once on his own and once with my grandfather and the owner turned his back on us and walked awayThere was no reasoning with them We tried to bring up the warranty regarding the turbo and once again to no avail She refused to send it in "I won't do that to my distributor of years" So, after spending $and $in towing fees for a turbo that lasted me under a hundred miles and destroyed my engine............I'm stuck with a useless car and the payments that go with it SOMETHING IS MAJORLY WRONG HERE!!! Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

[redacted] Please See Attached Documents [redacted] This is in response to the above mentioned complaint.Sometime in early November I received a call from a gentlemen asking for an estimate for aturbocharger replacement for his granddaughter's carI gave him the estimate and informed him that Ifhe wanted us to order the part I would need the vehicle identification number for the vehicle in order toget the correct partI then received a call from the granddaughter with the vehicle identificationnumber and was asked to order the partI called her when it came inThe car was actually towed to ourshop by Bob's towing in Rainier, Oregon, on Wednesday November 18, It was not driven in as shestated in her complaintWe installed the turbocharger and test drove the car, we then called thecustomer on Thursday November 19, letting her know the repairs had been completedShe pickedup the vehicle right before 5:00pm closing time.On Monday morning, November 23, 2015, I received a call from Ms [redacted] stating that the turbowasn't working, there was oil everywhere and there were nuts and bolts missingShe claimed that wedidn't install it correctlyI told her to bring the car in and we would check it outWe checked the carwhen it came back inWe put the car in the air and there were no missing nuts or bolts, this would havebeen impossible to determine without putting it into the air because the car was loweredTheturbocharger was destroyedHer uncle, grandfather and grandmother came over to speak with thetechnicians and the uncle informed us that he had installed the aftermarket cold air intake systemOneof our technicians then told him that it wasn't the right system for this applicationThe uncle hadplugged off the crankcase ventilation system for the engine because there was no provision for it withthis aftermarket cold air intake systemMs [redacted] stated that there was no plug blown outThatmissing plug is where the oil came fromThe plug was installed by the uncle when he installed theincorrect aftermarket cold air intake systemHe had plugged off the crankcase breather, this breathersystem is essential for proper engine operationMs [redacted] 's grandmother asked If we had tunedthe engine and changed the oilI informed her that we were not asked to do this, only replace the turbochargerShe was very unhappy about that and indicated that she had told her granddaughter toask us to do thisI told her grandfather that I would try to see if the dealer would warranty theturbocharger, but suspected that they would notI called the dealership and spoke with them and theysaid they would see what they could do, but it would have to be sent in and it would take some time.We were then asked by the grandfather to check the car over to make sure that this didn't happen againif we were going to install another turbochargerWe spent time checking things and found that metalparticles had made their way into the Intake manifoldAt this point we determined that more repairswere needed and quite possibly and engine replacement because of the metal found in the intakemanifoldThey came and towed the car awayThat is the last time we heard from them until thiscomplaint.Please note, we were never asked to diagnose the car, we were asked to install a turbocharger and thatwas what we didMs [redacted] stated that she heard a pop the day after she picked up the car,while on her way to Longview, which was Friday November 20, We were open that dayShe thendrove it to her uncle's home, then back to Clatskanie and then her grandfather drove it back to our shopon Monday, November 23, There were miles on the vehicle from the time it originally left ourshop to the time it came backIf she suspected that there was damage to the turbocharger, should havebrought it back immediatelyAdditionally, her uncle having installed the incorrect cold air intake systemand plugging off the breather system is what likely caused the turbocharger to destroy itself from lack oflubrication, not our installationWe have done extensive research after receiving this complaint, andbased on that research, the following website may be helpfulhttp://legacygt.com/forums/showthread.php/turbo-failure-wiki-173358.htmlS...⇄ Auto Specialist, Inc

Once again…..we are going back and forth with the “He said, she said” it is time for this matter to be settled once and for all, and it looks like a judge will have to make the decision
*** DID install a similar cold air intake manifold system in his WIFE’S car, about years ago. Not in MY car as NW insistsHe went to NW one day on his own and talked to someone about the catalytic converter, so YES, he was at NW twiceMy car ran perfectly with my old turbo and the after market cold air intake manifold for four months no problems whatsoeverIt has nothing to do with having that aftermarket air intakeAlso NW claimed I told them that *** installed that into my car the only thing I’ve ever talked to NW auto about was ordering parts nothing moreI’m at work so that is why my grandfather and uncle have taken time to help me get this straightened out
My grandfather spent $having the owner/mechanic of another car repair shop go over the engine and advise us as to what he thought……he stated that there was NO plug and the engine was destroyed due to the NEW turbo that was installed without changing the plug/filter in the banjo bolt.
There are so many more things that we disagree with in their last rebuttal. We could argue back and forth forever. It is time to end the arguing and move on to the next step
Complaint: ***I am rejecting this response because:Sincerely,*** ***

I purchased my 2008 Subaru Legacy from D&C Motorz in Portland, on June 2, 2015 after having it checked out and getting a good report from a mechanic.  I drove it for the next 4 months with no problems.  I had the windows tinted…..nothing more.  It CAME equipped with a modified cold air intake manifold and filter.  My Uncle [redacted] DID NOT install any parts as was stated in the rebuttal by NW.  The only thing [redacted] did was put it on jack stands and look under it.  I had heard a loud pop while driving over to Longview after work on Nov 20th.  NW was closed for the night, so I immediately took it up to [redacted]’s, about 5 miles away.  So, I had actually driven approximately 30 miles when the “pop” occurred and my power dropped off.  [redacted] said “Take it home and park it, you have a big problem here”
Yes, my mistake, my car was towed, not driven to Northwest Auto on November 18, 2015.  I was told NOT to drive it due to the noise that had started to come from the original turbo.  We (my grandfather and I) a few days earlier, had NW go ahead and order the necessary parts to fix the problem properly.  Assuming that they had, I picked up the car and drove it home on Nov 19th.  I was shocked when the new turbo blew the very next day, November 20th.
There never was a plug installed by anybody to my knowledge like NW has stated.   I presume this is a concocted story due to NW’s failure to replace the banjo bolt and filter.  They were unable to show [redacted] and my grandfather where this supposed plug had blown from.  I have the banjo bolt in my possession, and it is almost completely plugged, which would cut the oil supply to the turbo causing it to fail. 
Subaru issued a bulletin Number 02-103-07 on October 19, 2007 stating that due to turbo failures, the banjo bolt/ filter and oil line feeding the turbo should be replaced when installing a new turbo.  Northwest Auto stated that they have done extensive research after receiving this complaint. NW had told us that they have worked on Subaru’s before and we trusted that they knew these facts and what they were doing.   My grandfather has been researching turbo failures and installation for the past month…..looking at forums and u-tube videos on failure causes and proper installation methods. Everything points to oil starvation and improper installation. There is also information stating that turbo manufactures will not guarantee their turbo unless the banjo bolt/ filter was replaced.
One statement said “If you are not going to install it properly, don’t do it at all.” NOW, after having my car towed to [redacted] and checked out, my problem has gone from bad to rotten………….I need a new engine!!!!  They confirmed that the banjo bolt/filter was plugged and never replaced. [redacted] came in to talk to the NW owner and his wife twice.  Once on his own and once with my grandfather and the owner turned his back on us and walked away. There was no reasoning with them.  We tried to bring up the warranty regarding the turbo and once again to no avail.  She refused to send it in "I won't do that to my distributor of 20 years" So, after spending $1923.10 and $320 in towing fees for a turbo that lasted me under a hundred miles and destroyed my engine............I'm stuck with a useless car and the payments that go with it.  SOMETHING IS MAJORLY WRONG HERE!!!
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

I faxed in a copy of my response. I faxed it to 206-431-2211 on Monday January 18, 2016. Please call me to confirm that you received it. [redacted] Please See Attached Documents [redacted]
Northwest Auto Specialist, Inc.[redacted]Longview, WA 98632January 18, 2016Revdex.comP.O. Box 1000Dupont, WA 98327Reference: [redacted]As stated in our original response, we were contacted by Ms. [redacted]'s grandfather asking for anestimate to replace a turbocharger for her 2008 Subaru Legacy GT. We were asked to order it and wereplaced it with the necessary gaskets. I also stated we were not asked to diagnose the vehicle. Therewas no reason for us to research technical service bulletins prior to installing the turbocharger. We werenot authorized to do anything except for replace the turbocharger.Ms. [redacted] also stated that her uncle [redacted] did not install the aftermarket cold air intake. Headmitted in front of the owner and two technicians that he did. It was the incorrect system for thisvehicle. The technicians did show Ms. [redacted]'s uncle and grandfather where the plug had comefrom. Ms. [redacted] also stated that her uncle came into the shop to speak with myself and myhusband twice, this is incorrect the only time we saw her uncle was when he came in with hergrandfather. The owner never turned his back on anyone. When the grandfather and uncle came in theyspoke with the owner and the other two technicians. The owner was not involved in the installation ofthe turbocharger, or the rechecking of the turbocharger after it was returned to our shop. He wasworking on another vehicle at the time and left to finish what he was doing, rather than continue tolisten to them argue with us. There were people in the office waiting for their vehicle and it was nearingthe end of the day.Ms. [redacted] stated that she heard a loud pop on November 20, 2015 when she was coming fromClatskanie to Longview. She then proceeded to drive it another 5 miles to her uncle's home and thenagain back to Clatskanie. Her grandfather then drove it back to Longview the following week. If Ms.[redacted] suspected that there was a problem with her turbocharger, she should have stoppeddriving the car immediately and had it towed back to our shop. When the plug that was used to plug off
the engine crankcase ventilation system blew out, this caused the oil pump to cavitate and shoot air intothe turbocharger, momentarily starving it of oil. This was a catastrophic event. There was also asignificant amount of oil missing from the engine, this loss occurred when the plug blew out. The popshe heard was the turbo shaft breaking. There was never any question as to the new turbochargergetting proper oil, it was test driven before she picked it up, she drove it home to Clatskanie and thenback to Longview, before it failed. If there was an oiling issue, it would have never made it through theinitial test drive. We also have pictures and a video that the turbocharger was receiving oil it was full ofit when It came back to our shop. When a turbocharger fails because of a lack of oil, it starts whining,this did not occur.Ms. [redacted] is mistaken in her comment that the technical service bulletin she is referring to statesthat the banjo bolt "must" be replaced. The bulletin states it must be checked along with the oil supplylines to be sure they are free of obstruction. I have enclosed a copy of the bulletin for rererence. Yes, thescreen she has in her possession is plugged, this occurred when the turbocharger failed and the car wascontinued to be driven. Again, if the turbo was starved for oil we would not have found it to be full of oilwhen the car was returned to our shop.I take issue also, with the fact that she stated in her original complaint that she drove the car to ourshop initially and the car ran fine except for a slight rattle from the turbo area. She now admits that yes,she made a mistake, that it was towed not driven because she was told not to drive it due to the noisethat had started to come from the original turbo. That is a pretty big mistake to make since she is nowremembering the towing bills she has incurred. The vehicle has been towed at least 4 times now. It wasonly towed to our shop once. The fact that she continued to drive it is what most likely caused the metalto get into her intake manifold and ruin the engine. This is not a fault of ours.Encl.Northwest Auto Specialist, Inc.

[redacted] Please See Attached Documents [redacted]
This is in response to the above mentioned complaint.Sometime in early November I received a call from a gentlemen asking for an estimate for aturbocharger replacement for his granddaughter's car. I gave him the estimate and informed him that Ifhe wanted us...

to order the part I would need the vehicle identification number for the vehicle in order toget the correct part. I then received a call from the granddaughter with the vehicle identificationnumber and was asked to order the part. I called her when it came in. The car was actually towed to ourshop by Bob's towing in Rainier, Oregon, on Wednesday November 18, 2015. It was not driven in as shestated in her complaint. We installed the turbocharger and test drove the car, we then called thecustomer on Thursday November 19, 2015 letting her know the repairs had been completed. She pickedup the vehicle right before 5:00pm closing time.On Monday morning, November 23, 2015, I received a call from Ms. [redacted] stating that the turbowasn't working, there was oil everywhere and there were nuts and bolts missing. She claimed that wedidn't install it correctly. I told her to bring the car in and we would check it out. We checked the carwhen it came back in. We put the car in the air and there were no missing nuts or bolts, this would havebeen impossible to determine without putting it into the air because the car was lowered. Theturbocharger was destroyed. Her uncle, grandfather and grandmother came over to speak with thetechnicians and the uncle informed us that he had installed the aftermarket cold air intake system. Oneof our technicians then told him that it wasn't the right system for this application. The uncle hadplugged off the crankcase ventilation system for the engine because there was no provision for it withthis aftermarket cold air intake system. Ms. [redacted] stated that there was no plug blown out. Thatmissing plug is where the oil came from. The plug was installed by the uncle when he installed theincorrect aftermarket cold air intake system. He had plugged off the crankcase breather, this breathersystem is essential for proper engine operation. Ms. [redacted]'s grandmother asked If we had tunedthe engine and changed the oil. I informed her that we were not asked to do this, only replace the
turbocharger. She was very unhappy about that and indicated that she had told her granddaughter toask us to do this. I told her grandfather that I would try to see if the dealer would warranty theturbocharger, but suspected that they would not. I called the dealership and spoke with them and theysaid they would see what they could do, but it would have to be sent in and it would take some time.We were then asked by the grandfather to check the car over to make sure that this didn't happen againif we were going to install another turbocharger. We spent time checking things and found that metalparticles had made their way into the Intake manifold. At this point we determined that more repairswere needed and quite possibly and engine replacement because of the metal found in the intakemanifold. They came and towed the car away. That is the last time we heard from them until thiscomplaint.Please note, we were never asked to diagnose the car, we were asked to install a turbocharger and thatwas what we did. Ms. [redacted] stated that she heard a pop the day after she picked up the car,while on her way to Longview, which was Friday November 20, 2015. We were open that day. She thendrove it to her uncle's home, then back to Clatskanie and then her grandfather drove it back to our shopon Monday, November 23, 2015. There were 164 miles on the vehicle from the time it originally left ourshop to the time it came back. If she suspected that there was damage to the turbocharger, should havebrought it back immediately. Additionally, her uncle having installed the incorrect cold air intake systemand plugging off the breather system is what likely caused the turbocharger to destroy itself from lack oflubrication, not our installation. We have done extensive research after receiving this complaint, andbased on that research, the following website may be helpfulhttp://legacygt.com/forums/showthread.php/turbo-failure-wiki-173358.htmlS...⇄ Auto Specialist, Inc.