Respect Auto Works

We regret to find that Mr. [redacted] had decided to take such action before we had the chance to conclude the situation with his truck. Although, we can assure that the issue with his truck was not caused by a faulty Engine, but was caused by defective parts that he had supplied (faulty Spark Plug),...

and/or neglect to maintain or address existing issues (Oil Change and torn Intake Air Boot). Mr. [redacted] had insisted and decided to supply all of the Parts and Fluids when we had originally replaced his Engine. Our policy (which is stated in our Disclaimer that he had signed) states that we Do Not Warranty any Parts supplied by the Customer, and the Vehicle to be properly maintained with Proof of Maintenance. He refused to show us any proof of maintenance, and he actually had mentioned that he decided to change the Engine Oil after experiencing the Knocking Noise. He said, "I heard the knocking and I changed the oil hoping it would help." ,and, that the noise started a couple of days before he had brought it back in. After the initial Engine Replacement, the vehicle left our shop with 269,895 miles. And he had returned with a misfire and knocking at 275,856 miles with one Oil Change on a Used Japanese Engine; that had been sitting dry for quite some time. We do our best to instruct and inform our customers about the need to maintain any used Engines, and to replace the Engine Oil at 3,000 Miles; because of the possibility of potential particulates and gunk that may inevitably solidify during it's shelf period. Mr. [redacted] had disregarded our specific instructions. At the time of his return, we unfortunately did not have the time or space to inspect or resolve his issue because of the initial thought of it possibly being a major mechanical failure (knocking noise). We were obligated to finish the other vehicles (major repairs) that were already occupying the space in our shop. Not to mention, each week was short due to the Holiday Season. Once we had the chance to inspect, we found that the Cylinder No. 1 Spark Plug was damaged and had broken apart inside the Combustion Chamber. We used our Borescope to find no debris inside the Combustion Chamber. We then performed a Compression Test to find that all Cylinders were still within specification (155psi-165psi). We had even taken the initiative to remove the Oil Pan and inspect the Engine's Connecting Rod Bearings, Piston Wrist Pins, and Crankshaft Main Bearings and found that they were all in great condition and were still within specification. We then replaced the damaged Spark Plug and temporarily patched the torn Intake Air Boot. After the repairs, the Engine starts and runs smooth without any misfiring or noise. We had come to the conclusion that the source of the problem was due to either a defective/damaged Spark Plug that he had supplied, and/or an excessively Lean Fuel Mixture caused by the torn Intake Air Boot. A Lean Fuel Mixture may cause Pre-Detonation and create excessive heat inside the Combustion Chamber to possibly damage the Spark Plug. If one were to question our integrity, we will be more than willing to show Video Proof and Pictures of our Engine Block Inspection. Mr. [redacted] had come to receive his truck yesterday (1/18/18) and drove off without any issues. We feel that the context of Mr. Juarez's complaint was inaccurate and misleading towards how we had handled the situation. We had simply apologized and told him that we were at maximum capacity and will call him once we had the space and time to conclude the vehicle's problem. Not only did we resolve the issue of his truck, we did not charge him anything for the work we did or parts we supplied for the repair (Spark Plug, Engine Oil, Oil Filter, and Oil Pan Gasket); considering the source of the problem was either from his defective parts, or neglect to repair other issues. Unfortunately, we had to Void his Warranty because of the current questionable integrity of the Engine; caused by his defective parts or neglect. We are sorry for any inconvenience that Mr. [redacted] may have endured during this situation. We are also quite disappointed with his demeanor, considering the effort we had put into his vehicle and the $133.61 discount we had given him to help keep the Invoice Total at his $900 budget. We can only hope that Mr. [redacted] addresses any current/future issues with his vehicle to prevent failure, and strongly urge that he thoroughly reads any disclaimers before agreeing to sign.

I am rejecting this response because:Everything I said in the complaint is 100% correct . I supplied the spark plugs,oil,rear main seal,and the spark plug wire, only after he made it an option. I perchased them all new from O’ Reilly Auto Parts. I have all my receipt from the time I perchased the engine to present,and wil continue to do so. If Mr.[redacted] had a problem with that, then he should not have made it an option.I have always properly maintained my vehicle. Mr [redacted] needs to do what he says and not  to continue to place a customer on the back burner. Mr [redacted] likes to give his opinion about reading disclaimers. He needs to read his original disclaimer, that states “Warranty will be extended an additional 6 months or 6 thousand miles if work is needed after the halfway point”... Since Mr.[redacted] stated that he is voided the warranty. I informed him that I disagreed. If the vehicle has engine problems on or before July 17 2018 the 6 months or 6 thousand miles are up, I will retain representation and file legal action against Mr. [redacted] and let the judge decide.