Roy's Auto

Review: Mechanic ordered engine not agreed upon by insurance. Took new engine in several times due to overheating. Mechanic said nothing wrong and then engine blew. Warranty company is not covering damage and Roy's wants me to pay for new engine. Mechanic never suggested diagnostic tests and kept adding coolant. Warranty won't cover because heat tabs are melted. Wouldn't have been if mechanic had run diagnostic tests when issue started occurring. Mechanic replaced radiator cap, thermostat, and added coolant. Each time saying they couldn't find anything wrong with it and with the instruction to keep an eye on it. Mechanic breached contract by ordering different engine than insurance recommended. Insurance and I were both unaware of this until warranty people were involved. Mechanic says insurance company is lying. Insurance company says Roy's told their appraiser that they went with a different engine. My dad found 3 leaks from hoses not clamped down.Desired Settlement: Roy's pays new mechanic for parts and labor for repair or Roy's pays me blue book value for my car.

Business

Response:

Our response to complaint ID#[redacted]

To Whom it my concern,

On July 20th 2013 Miss [redacted]s car was towed to our shop. She stated the engine stopped running after she drove it through water. Our diagnosis found the engine had ingested water through the cold air intake system and broke a connecting rod.

Working with her insurance company we proposed our estimate with a used 1.7 liter engine from our supplier. Our original estimate was $3,200 dollars parts and labor. Her insurance company denied our estimate and said they can locate a used engine cheaper through [redacted]. Following the insurance company estimate we were told [redacted] has the engine, just call to get it delivered. We placed the order on July 24th 2013 and the engine was delivered on July 29th. We completed the job and delivered the car back to miss [redacted] on 8/3/13. On 8/12/13 Miss [redacted] came back in stating the car was surging at idle. We found the idle air control valve wasn't working correctly. We got back to the insurance company and they approved the repair and paid for the part. We installed the part at no cost to Miss [redacted].

On 10/23/13 Miss [redacted] came in and thought the car was running hot. We replaced the thermostat, gasket, radiator, cap, and road tested the car with her around the neighborhood. On 11/1/13 vehicle was towed in for a hose that burst at the throttle body. We replaced the hose and continued testing. Upon further testing another hose burst. We repaired that hose, performed a block and hydrocarbon test in the cooling system. The hydrocarbon tested bad at radiator outlet showing between 55 to 80 ppm. Realizing we have combustion in the cooling system we contacted Miss [redacted] and advised her to contact her insurance company for further inspection. On 11/18/13 the inspector from insurance company [redacted] inspected the car and reviewed our findings. He was going to contact [redacted] to see if they would supply another engine. The current engine runs smooth, doesn't misfire and doesn't have coolant entering engine oil. However if you drive the car long distances the combustion in the cooling system builds to much pressure. The heat tabs are melted because the engine gets hot. [redacted] was advised of the situation. We are working very hard with the insurance company to get this issue resolved for Miss [redacted]. However there was never a different engine ordered other then the engine that was authorized by the insurance company through [redacted]). The car is still in our shop waiting for the insurance company to get back to us.