Northwestern Mutual Life Insurance Company

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Harlan Automotive, IncCompany Contact: [redacted] Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: [redacted] Response: Mr ***, I have reviewed your complaint and this is what I have concludedYour grand daughter brought in her car with a check engine light onTwo codes were retrieved from the PCMPmisfire detected, PMass air flow sensor out of range and pfuel level sensor circuit high/openThe technician was able to determine the misfire was coming mainly for the #cylinderHe also noted that the fuel trim levels were highWith his experiences with this engine, he decided to check for a blown head gasketThe test he used was a Combustion Leak testThe engine tested positive for a blown head gasketAt that point the technician stopped any further testingWhat typically happens with this engine is antifreeze leaks in to the combustion chamber after you shut it downWhen you first start the engine it will misfire briefly until it burns off the antifreezeYes you can put new spark plugs in this engine and it will run significantly better for a while but this will not fix the the underlying problemI do apologize for my service adviser miss stating which test was run for this diagnosisThe technician stated the problem was primarily in cylinder one and my service adviser thought that he said there no compression on cylinder oneA compression test was not done on this engine because the technician was satisfied the the engine combustion leak test resultsPlease note that compression can sometimes be with specification (not less than 100psi and not lower than 70% of the cylinder with the highest compression) and you still have a slightly blown head gasketMr [redacted] ( [redacted] 's Father) called me earlier about this issue and we went over all this same informationI assure you that our intent is to tell our customers the truth about their vehiclesWe didn't even do a formal estimate on repairing the head gasket because with our experience most people wont put that kind of money into an older vehicleAlso my service adviser noted that he would never estimate a blown gasket on a 3.4L engine between $and $it would be more like $2500-$Putting spark plugs in this vehicle and telling the customer that there car is fixed when we know there is a bigger concern would be fraudulentIf you have any other concerns please feel free to call meSent on: 5/26/11:34:AM

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Harlan Automotive, Inc Company Contact: [redacted] Company Phone: [redacted] Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member: [redacted] Response: Mr ***, I have reviewed your complaint and this is what I have concludedYour grand daughter brought in her car with a check engine light onTwo codes were retrieved from the PCMPmisfire detected, PMass air flow sensor out of range and pfuel level sensor circuit high/openThe technician was able to determine the misfire was coming mainly for the #cylinderHe also noted that the fuel trim levels were highWith his experiences with this engine, he decided to check for a blown head gasketThe test he used was a Combustion Leak testThe engine tested positive for a blown head gasketAt that point the technician stopped any further testingWhat typically happens with this engine is antifreeze leaks in to the combustion chamber after you shut it downWhen you first start the engine it will misfire briefly until it burns off the antifreezeYes you can put new spark plugs in this engine and it will run significantly better for a while but this will not fix the the underlying problemI do apologize for my service adviser miss stating which test was run for this diagnosisThe technician stated the problem was primarily in cylinder one and my service adviser thought that he said there no compression on cylinder oneA compression test was not done on this engine because the technician was satisfied the the engine combustion leak test resultsPlease note that compression can sometimes be with specification (not less than 100psi and not lower than 70% of the cylinder with the highest compression) and you still have a slightly blown head gasketMr [redacted] ( [redacted] 's Father) called me earlier about this issue and we went over all this same informationI assure you that our intent is to tell our customers the truth about their vehiclesWe didn't even do a formal estimate on repairing the head gasket because with our experience most people wont put that kind of money into an older vehicleAlso my service adviser noted that he would never estimate a blown gasket on a 3.4L engine between $and $it would be more like $2500-$Putting spark plugs in this vehicle and telling the customer that there car is fixed when we know there is a bigger concern would be fraudulentIf you have any other concerns please feel free to call meSent on: 5/26/11:34:AM

Business Response to a Complaint
Complaint ID#:
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Company Name: Harlan Automotive, Inc
Company Contact: [redacted]
Company Phone: [redacted]
Company Email: [redacted]
Person Who Sent the Complaint: [redacted] [redacted]
Staff Member: [redacted]
Response: Mr [redacted], I have reviewed your complaint and this is what I have concludedYour grand daughter brought in her car with a check engine light onTwo codes were retrieved from the PCMPmisfire detected, PMass air flow sensor out of range and pfuel level sensor circuit high/openThe technician was able to determine the misfire was coming mainly for the #cylinderHe also noted that the fuel trim levels were highWith his experiences with this engine, he decided to check for a blown head gasketThe test he used was a Combustion Leak testThe engine tested positive for a blown head gasketAt that point the technician stopped any further testingWhat typically happens with this engine is antifreeze leaks in to the combustion chamber after you shut it downWhen you first start the engine it will misfire briefly until it burns off the antifreezeYes you can put new spark plugs in this engine and it will run significantly better for a while but this will not fix the the underlying problemI do apologize for my service adviser miss stating which test was run for this diagnosisThe technician stated the problem was primarily in cylinder one and my service adviser thought that he said there no compression on cylinder oneA compression test was not done on this engine because the technician was satisfied the the engine combustion leak test resultsPlease note that compression can sometimes be with specification (not less than 100psi and not lower than 70% of the cylinder with the highest compression) and you still have a slightly blown head gasketMr [redacted]([redacted]'s Father) called me earlier about this issue and we went over all this same informationI assure you that our intent is to tell our customers the truth about their vehiclesWe didn't even do a formal estimate on repairing the head gasket because with our experience most people wont put that kind of money into an older vehicleAlso my service adviser noted that he would never estimate a blown gasket on a 3.4L engine between $and $it would be more like $2500-$Putting spark plugs in this vehicle and telling the customer that there car is fixed when we know there is a bigger concern would be fraudulentIf you have any other concerns please feel free to call meSent on: 5/26/11:34:AM

Business Response to a Complaint Complaint ID#: [redacted] Company Name: Harlan Automotive, Inc. Company Contact: [redacted] Company Phone: [redacted]1 Company Email: [redacted] Person Who Sent the Complaint: [redacted] Staff Member:...

[redacted] Response: Mr [redacted], I have reviewed your complaint and this is what I have concluded. Your grand daughter brought in her car with a check engine light on. Two codes were retrieved from the PCM. P0300 misfire detected, P0101 Mass air flow sensor out of range and p0463 fuel level sensor circuit high/open. The technician was able to determine the misfire was coming mainly for the #1 cylinder. He also noted that the fuel trim levels were high. With his experiences with this engine, he decided to check for a blown head gasket. The test he used was a Combustion Leak test. The engine tested positive for a blown head gasket. At that point the technician stopped any further testing. What typically happens with this engine is antifreeze leaks in to the combustion chamber after you shut it down. When you first start the engine it will misfire briefly until it burns off the antifreeze. Yes you can put new spark plugs in this engine and it will run significantly better for a while but this will not fix the the underlying problem. I do apologize for my service adviser miss stating which test was run for this diagnosis. The technician stated the problem was primarily in cylinder one and my service adviser thought that he said there no compression on cylinder one. A compression test was not done on this engine because the technician was satisfied the the engine combustion leak test results. Please note that compression can sometimes be with specification (not less than 100psi and not lower than 70% of the cylinder with the highest compression) and you still have a slightly blown head gasket. Mr [redacted]'s Father) called me earlier about this issue and we went over all this same information. I assure you that our intent is to tell our customers the truth about their vehicles. We didn't even do a formal estimate on repairing the head gasket because with our experience most people wont put that kind of money into an older vehicle. Also my service adviser noted that he would never estimate a blown gasket on a 3.4L engine between $1000 and $1250 it would be more like $2500-$3000. Putting spark plugs in this vehicle and telling the customer that there car is fixed when we know there is a bigger concern would be fraudulent. If you have any other concerns please feel free to call me. Sent on: 5/26/2016 11:34:53 AM