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Off the wall auto Reviews (1)

Review: I took my vehicle to the shop to have work performed on it that the shop said they highly recommended. In the end it cost me 11,000 dollars and was a week and a half past the estimate given and an extra 600 dollars in parts out of the original 10,000 estimate. The complaint is that I received my vehicle back for 2 and a half days and the turbo that was original factory equipment on it went bad, which the shop took off the vehicle and took it apart and "cleaned it". I called him for three days without an answer and when I finally got in touch with him I was told that it is not his problem and that he'd be more than happy to diagnose it and fix it all at my expense when he was the one who performed all the work including the turbo.Desired Settlement: I would like off the wall auto to repair the defective turbo on my vehicle at their expense or reimburse me for another trusted auto shop to fix the problem. I estimated to replace the turbo at 1200 to 3500 just for the part not including labor.

Business

Response:

October 4, 2013

To Whom It May Concern,

Attached you will find the completed Standard Business Questionnaire that was sent along with the complaint.

In reference to the complaint:

It is true that the truck was returned after the originally estimated return date. The late return and increased cost were results of a concealed and unexpected fuel problem discovered after the work was in progress. Upon discovering additional issues, we did further diagnostics on the truck and found a fuel problem that was not addressed in the original estimate. The fuel problem was created from an improperly sized, aftermarket fuel filter installed by the client prior to the disputed work. The client was only charged for parts and not for additional labor or additional diagnostics.

**. [redacted] claims that he called for three days with no answer, this is incorrect. He picked up his truck on 9/17/2013. He called on 9/22/2013 at 9:03 am, stating the turbo was broken because of the work we performed. I returned his call on 9/23/2013 at 7:49 am. I explained I would be happy to diagnose any problems he may be having. I told him that we noticed he had a tuner on his truck, which was installed elsewhere. I explained that if he had a performance tune on his truck that this would create problems. His truck is designed for standard performance, so modifying the truck with a tuner for high speeds or performance would not be compatible with the truck and would obviously cause problems. I would be able to tell by the PCM (Power Control Module) how the truck was run over the time the truck was in his possession, it records rpm’s etc. This would verify that the truck was run in performance mode and not standard.

Two days later, on 9/25/13, he left a voice mail stating the problem he was having was not caused by the turbo. He had another mechanic look at the truck and used a SnapOn diagnostic unit, which is an inadequate diagnostic tool for this particular engine. Only an IDS, designed for that engine, manufactured by Ford, can adequately diagnose this engine. The other mechanic said the problem was the plastic intercooler cat pipe which is an original part. **. [redacted] asked what I was going to do about the problem. I told him after his first phone call I would be happy to diagnose his problem. Knowing he has performance modifications on the truck and that he had another mechanic look, and possibly work on the truck, I no longer feel comfortable guaranteeing any work performed.

I have never had anyone complain about my work. My work mostly comes by word of mouth and references. Many of my clients are repeat customers. We are professionals who specialize in Ford 6.0, 7.3 and 6.4 diesel engines. I feel **. [redacted] abused his truck and is now trying to hold me responsible for his problems. Also, I feel if he truly thought this was an Off The Wall Auto issue, he would have brought his truck back the first time he called, when I offered to diagnose his issue.

I will be happy to supply my phone records, his recorded messages and retrieve information from the PCM to show that **. [redacted] is being dishonest in this complaint against Off The Wall Auto.

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]

Review: [redacted]

I am rejecting this response because:

I only had the other mechanic look at my vehicle after off the wall auto stated they were really busy and could not guarantee me that my truck would be "diagnosed" in a timely professional manner. Yes he did say that I could bring it in to be diagnosed but all out my pocket expense. Also in response to the Ids statement it was indeed a certified ford senior mechanic who did diagnose my problem and he can verify that the snap-on scan tool is an accredited device to detect the issues that arose on my vehicle. Off the wall auto where the only ones to put the "performance parts" on my vehicle because it was stock when dropped off to them. I feel they are just pointing their finger at me and saying I abused or misused my vehicle which I have not done. I also can print out all of my phone records showing how many times I really did call which is a lot more substantial that what they are saying. I was mistreated by them and I feel they should be held responsible in getting my truck fixed properly. Since off the wall would not return any of my phone calls or the diesel shop that is correcting their problem I am forced to have to buy 8 new injectors which is totalling 1200 dollars. After I spent that or more for off the wall to fix my truck in the first place. I am not a diesel mechanic so I cannot diagnose any problems on my truck. I was taking a guess and off the wall auto did not act professional and now I'm stuck in a situation, where they have a 100% satisfaction guarantee right on their in the contract. Which they are not upholding.

Regards,

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Description: Auto Repair & Service

Address: 2514 woodbine Road, Slatington, Pennsylvania, United States, 18080

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