Complaint: ***
I am rejecting this response because: I have moved out of state and can not get the vehicle back to the business easilyWe spoke about this and were told this would be resolved earlierThe vehicle does not have over 200k miles I have attached a picture with the odometer readingThis is after two back and forth trips from Spokane valley washington to canby oregon which is over milesNot to mention the to times we drive it over miles to try and reset the engine per the advice of the businessWe were also never told from the beginning that it would be nearly impossible to get the parts needed to fix the catalytic converterThe last conversation we had with this business was on July 14th when he advised us that he would call once the new part arrivedHe than stated he would recommend we just get it registered via another county were we wouldn't need to get it through few and get rid if itThis was after thousands of dollars already spent and over months working with himAlso we never had the vehicle for a prolonged time s insinuated in the second paragraphEach time we took the vehicle to the dmv for few inspection and each time it did not pass we took it back via the next business day as we were in a time crunch which he very well knew right from the beginning and stated it wouldn't be a problemWe did have another vehicle there that he was working on, which he also has not returned the parts for a blown out motor or turbo, which he stated he would save for us to pick up but states he "scraped" them even after we agreed to keep those and return to usHe has given us nothing but half truths and taken money from us for issue that he has not resolvedWe would like to be done with this and just obtain a refund so we can take it someplace else to have fixed
Sincerely, *** and *** *
*** ***
To whom it may concern, This customer owns a Suzuki XL-This is a very difficult vehicle to repair because Suzuki has left the US automobile market since and there is very little support for it as pertains to parts availability The customer does not seem to understand that
a "Check Engine Lamp" is not always the same thingThere codes are numbered to and some have more than one causeSo there are 10's of thousands of possible causes for a "Check Engine Light"In this case the vehicle has over 200k miles on it and came in with codes - pertaining to several failed sensors and stretched timing chainsWe repaired ALL the deficiencies that were known to that point, although owning to the very difficult parts channels for this particular vehicle it took longer than most to acquire the parts to do so The vehicle returned some time later with a P"Catalyst Efficiency Below Threshold" (not one of the original codes)Once the original codes had been cleared through repair of the associated systems, the ECM could resume it's malfunction detection algorithms and further detected a failed catalytic converterUnfortunately it's not always possible to know the converter is going to be found bad by the computer as there is a fairly wide tolerance and it depends somewhat on ambient conditions as wellIt is also economically beneficial to "wait and see" if the computer is ok with their reduced performance as they are quite expensive to replace. This Pcode is indicating that the severe lack of maintenance, stretched timing chains, inoperable sensors, and other general neglect had caused a reduction in converter performance from exposure to higher than levels of unburned fuel from the severe misfire condition the vehicle was being operated underThe vehicle has been driven for well over 200k miles with virtually no maintenanceAt the time we began work it had severely worn tires, worn out suspension, traction control, ABS, and engine warning lightsetcTo correct all these deficiencies at once is expensive and time consuming and made infinitely more difficult by Suzuki no longer providing proper replacement parts for their automotive lineThe parts they do have are in the corner or their Motorcycle parts warehouse in California Since Suzuki no longer makes these converters we went outside our supply channels to procure converters at great time and expenseUnfortunately one of the two converters is not working - which is all too common with aftermarket converters and the customer was warned of our past experience with aftermarket parts of this typeIn this case there was no choice as this vehicle is "Orphaned" by Suzuki and you cannot buy them newYou also cannot purchase used converters - it is against Federal lawCustom exhaust is a possibility but the cost was higher and the wait time was longerThe customer returned with the vehicle and we have put in a return authorization request with the supplier - but due to the paperwork required and the time involved in processing this request through non-standard channels the time frame exceeded the approximately day window we had till they moved out of state several hours awayUnfortunately we cannot complete the RMA process without first removing the malfunctioning converter to send back for a replacementThey will not issue refund to purchase the replacement till they receive the converter for inspection. We would be happy to replace the converter but they will need to either bring the vehicle here so we can remove it or they can remove it and ship it to us and we can have the replacement drop-shipped to themOur policy only allows for replacement and not refund as this is a special order non-stocked partThe labor we charged to install it will be credited toward the labor to install the replacement
Complaint: ***
I am rejecting this response because: I have moved out of state and can not get the vehicle back to the business easilyWe spoke about this and were told this would be resolved earlierThe vehicle does not have over 200k miles I have attached a picture with the odometer readingThis is after two back and forth trips from Spokane valley washington to canby oregon which is over milesNot to mention the to times we drive it over miles to try and reset the engine per the advice of the businessWe were also never told from the beginning that it would be nearly impossible to get the parts needed to fix the catalytic converterThe last conversation we had with this business was on July 14th when he advised us that he would call once the new part arrivedHe than stated he would recommend we just get it registered via another county were we wouldn't need to get it through few and get rid if itThis was after thousands of dollars already spent and over months working with himAlso we never had the vehicle for a prolonged time s insinuated in the second paragraphEach time we took the vehicle to the dmv for few inspection and each time it did not pass we took it back via the next business day as we were in a time crunch which he very well knew right from the beginning and stated it wouldn't be a problemWe did have another vehicle there that he was working on, which he also has not returned the parts for a blown out motor or turbo, which he stated he would save for us to pick up but states he "scraped" them even after we agreed to keep those and return to usHe has given us nothing but half truths and taken money from us for issue that he has not resolvedWe would like to be done with this and just obtain a refund so we can take it someplace else to have fixed
Sincerely, *** and *** *
*** ***
To whom it may concern, This customer owns a Suzuki XL-This is a very difficult vehicle to repair because Suzuki has left the US automobile market since and there is very little support for it as pertains to parts availability The customer does not seem to understand that
a "Check Engine Lamp" is not always the same thingThere codes are numbered to and some have more than one causeSo there are 10's of thousands of possible causes for a "Check Engine Light"In this case the vehicle has over 200k miles on it and came in with codes - pertaining to several failed sensors and stretched timing chainsWe repaired ALL the deficiencies that were known to that point, although owning to the very difficult parts channels for this particular vehicle it took longer than most to acquire the parts to do so The vehicle returned some time later with a P"Catalyst Efficiency Below Threshold" (not one of the original codes)Once the original codes had been cleared through repair of the associated systems, the ECM could resume it's malfunction detection algorithms and further detected a failed catalytic converterUnfortunately it's not always possible to know the converter is going to be found bad by the computer as there is a fairly wide tolerance and it depends somewhat on ambient conditions as wellIt is also economically beneficial to "wait and see" if the computer is ok with their reduced performance as they are quite expensive to replace. This Pcode is indicating that the severe lack of maintenance, stretched timing chains, inoperable sensors, and other general neglect had caused a reduction in converter performance from exposure to higher than levels of unburned fuel from the severe misfire condition the vehicle was being operated underThe vehicle has been driven for well over 200k miles with virtually no maintenanceAt the time we began work it had severely worn tires, worn out suspension, traction control, ABS, and engine warning lightsetcTo correct all these deficiencies at once is expensive and time consuming and made infinitely more difficult by Suzuki no longer providing proper replacement parts for their automotive lineThe parts they do have are in the corner or their Motorcycle parts warehouse in California Since Suzuki no longer makes these converters we went outside our supply channels to procure converters at great time and expenseUnfortunately one of the two converters is not working - which is all too common with aftermarket converters and the customer was warned of our past experience with aftermarket parts of this typeIn this case there was no choice as this vehicle is "Orphaned" by Suzuki and you cannot buy them newYou also cannot purchase used converters - it is against Federal lawCustom exhaust is a possibility but the cost was higher and the wait time was longerThe customer returned with the vehicle and we have put in a return authorization request with the supplier - but due to the paperwork required and the time involved in processing this request through non-standard channels the time frame exceeded the approximately day window we had till they moved out of state several hours awayUnfortunately we cannot complete the RMA process without first removing the malfunctioning converter to send back for a replacementThey will not issue refund to purchase the replacement till they receive the converter for inspection. We would be happy to replace the converter but they will need to either bring the vehicle here so we can remove it or they can remove it and ship it to us and we can have the replacement drop-shipped to themOur policy only allows for replacement and not refund as this is a special order non-stocked partThe labor we charged to install it will be credited toward the labor to install the replacement