Sunset Automotive, Inc.

Complaint # *** 1/4/- The customers vehicle was towed to the shop for a crank but no start conditionThe customer stated "the vehicle was being driven when the motor stopped running"The customer was advised that the timing belt was broken and that it would need to be replaced to
verify the valve train was not damagedThe customer authorized the replacement of the timing belt and water pump with a component kit that included the water pump, timing belt, timing belt idler pulley, timing belt tension pulleyThe thermostat and spark plugs were also authorized to be replaced at this time None of the engine oil system was serviced, removed, resealed at this time. During every timing belt replacement a visual inspection of the components that are located behind the timing cover is performedWe have a year 24,mile warranty on the components that we installTo prevent premature failure or manufacture warranty rejection the customer is notified of items in need of replacement that may void these warrantiesUpon completion of the work the vehicle systems that were serviced were checkedThe engine was run for an extended time in the bay so as to verify the cooling system performanceThe vehicle was then raised to verify no leaks were present from the serviced area of the engineThe vehicle was then taken on a test drive to ensure proper installation of the timing belt. 1/17/- The customer returned for a faulty power steering symptomThe customer complaint was that from the date of the repairs the power steering was stiff or hard to turnAn inspection of the power steering system found the power steering pump was no functioning properlyThe recommended solution was to add a power steering additive that would help free up the internal components that were stickingThe fault was repaired with this simple procedureThe customer was notified that the power steering system was not serviced or opened during the previous repairNo mention by the customer of leaks or other faults from the previous repairs were mentioned at this time. 3/8/The customer called and stated that he had an oil leak from the vehicleHe stated that the dealership had added oil and dye to the systemHe explained that the dealership had found the oil drain plug was the cause of the leakThe customer said of the dealerships findings "that is not possible because I did the oil change myself and I know its tight and not stripped"He was asked to bring the vehicle in for an inspectionUpon returning the customer stated the same dealership findings to a different technician that checked him in at the front deskThe customer was told that if something we had replaced or sealed was leaking then we would cover those items under warranty without issue. The vehicle was raised on a liftDuring the inspection large amounts of engine oil was found leaking from behind the lower timing cover The fault is believed to be coming from the oil pump but further inspection is required to confirm the exact sourceThe customer was advised that to perform this inspection that the timing covers would need to be removed for the proper diagnosisThe customer was told that if the oil pump was found to be the source of the fault during the inspection he would be charged hours of labor if he declined the repairs at that timeThe customer declined and stated that he would return to retrieve the vehicleThe customer returned to retrieve the vehicle at which time he met with the owner JackThe inspection details and possible faults were reiterated to the customerThe customer asked " why didn't you see the problem when the timing belt was replaced?"Jack replied "because we did not see any leak when we were in there replacing the beltAnd you haven't had any issues until nowThe car is leaking lots of oil that you told us just started"The customer was told that the approximate cost would be around $for the oil pump and that the inspection fee would be waived if the repairs were completed The customer said "the inspection should be covered because you were just in there and you should have seen this"Jack replied "we didn't see it because it wasn't leaking when we had the belt out." The customer said "the warranty should cover this inspection." Jack said "it does not"The customer did not appear to want further clarification of the situation because customer made a profane comment and hand gesture to Jack then left the buildingJack replied with "have a nice day"Based upon industry best practices we are not liable for a failed component that was not disturbed during a repair of a different componentWhen talking to any customer we try to ensure the customer understands: Fees that may be assessed if a customer declines the recommended repairs are to cover the costs associated if a failed component is found to not be covered under warrantyThis customer declined further inspectionBased on the symptoms and the knowledge of the system we did not feel that the source of the fault was caused or due to our previous repairs on the vehicle During the repairs on 1/4/the hood prop rod retainer failed and the hood dropped onto the engine cradleThe engine cradle was installed because engine support is required when servicing the timing beltA dent was made from the underside of the hoodWhen the customer came to pick up the vehicle, after the repairs had been completed, he was notified of the dentHe was offered a free repair at that time but declined and said "the hood damage wasn't an issue or concern"He explained that he was aware of the faulty hood prop and was glad no one was hurt during the incidentDuring the customers visit on 1/17/he did not make any comment or express concern or demand repairs for the hood damageWe consider this matter closed with the verbal agreement that the customer admitted to in his original complaint

Sunset automotive did not offer to fix the damage to the hood at the time of returning the vehicle after the timing belt work was completedNor did he ever say anything about waving the inspection fee and he actually quoted me $So im not sure where he got the $figureI was explained that I would be charged for the removal of the timing belt cover to inspect that the oil pump or gasket is bad at a cost of around $250-$Then additional work would vary depending on the causeI asked if it was indeed the worst case scenario, a faulty oil pump, Jack explained over phone it would cost around $500-$to exchange the faulty oil pump and gasketI then confirmed with jack the price of the oil pump would in-fact be as much, or more than the timing belt replacementThat is when I stated for no work to be done, and that I would retrieve the vehicle at his shop

Marie Garcia, Customer satisfaction is the one of our most important values. For the Revdex.com to suggest that it is not is disconcerting. We have a perfect rating with the Revdex.com because we constantly go above and beyond actions required to ensure that our customers are fully satisfied. We have reviewed this customers complaint very thoroughly. We feel that the customers' demands for a free inspection are completely without merit. To offer a free inspection of major internal engine components, without the possibility of the customer having any liability, if the repairs are not completed, are out of line with any Toyota dealership and or reputable independent repair facilities policies.  The customer was offered reduced pricing for an inspection of a failed component that had nothing to do with the repairs previously completed. We chose to offer the discounted rate to help the customer in a time of need, not create animosity between us. Unfortunately for both parties involved the customer has chosen not to have the inspection performed by us. We would like this issue closed without prejudice towards Sunset Automotive Inc. by the Revdex.com. Thank you,Jack E[redacted]