Walton's Auto Care

This is in response to complaint # [redacted] We did agree to install the supplied turbo from the customer and did talk to several sources concerning the turbo installAll recommendations were in the positive for the installThe customer was also advised that our shop had no experience with that interchange but would install at the customers requestIt's also noted on the original invoice that no warranties on customer supplied partsWe have no way of knowing what the outcome would be with these untested partsIt was customers request to make these modifications and these parts were all supplied by the customerFurther more we have no way of knowing what the outcome of the high performance programming that was installed into the vehicles computer prior to the repairs made by us would have on the fuel injection systemAll these are likely canidates for the engine failureIn response to the delayed repair work, we were told by the rebuilder that aquiring the engine short block for the rebuild was a lengthy process that was necesary for the rebbuild process and did cause an extended time delay for the rebuild processThose facts can be proven with a phone call to the rebuilderIn response to the phone call to the rebuilder, I questioned the rebuilder wether they had spoken to [redacted] dealership concerning the customers vehicle and they said they did but that they had built and sold the product to my shop and therefor I was the customer to them and not the owner of the vehicleAny questions concerning the rebuild itself can be directed to the rebuilder with his permissionIn response to the pictures and the invoice, the first time we had access to the pictures is when they were provided by the Revdex.comWe recieved a copy of the invoice from [redacted] in the mail but no further correspondence with thatNo letter or any other emails were recieved by anyone at this establishmentHad that information been available at the time of the repairs in colorado perhaps something could have been done to help the customerThe decision to install a new engine in colorado was done so with no correspondence with this shopIn response to the "broken or wrong" fasteners used, no where in the labor description from [redacted] does it reference a wrong or broken boltIn fact it talks about a broken rocker arm and a vague statement about wrong hardware installed on engineNone of supplied pictures show anything that supports that a bolt was broken or wrong or that there was a rocker arm brokenIn fact the supposed evidence that is shown to prove valve to piston contact doesn't show that at allWhat it does show is that a piston was hitting the bottom side of the cylinder head which would suggest a failed bearing in the short block that would have been covered under the manufacturers warranty which is [redacted] which is also the dealership that did the repairs in coloradoI made the dealership aware of that fact prior to the engine being replaced but the decision was made to replace the entire engine anyhowIn response to the correspondence, several attempts and messages were made and left to contact the service manager prior to and after the repairs had been madeOnly twice did we actually talk to him and once the repairs were finalized in colorado he was no longer available and no return phone calls were made to us from themFinally, this is a very unfortunate circumstance and my heart goes out to the customer but the facts are that we were asked to repair a vehicle with several performance modifications, which we did, when the failure ocurred communication was not fluent and decisions were made without any discussion of warranty payment prior to repairs madeThe product we provided is what we disclosed at the time of completion and the time schedule, although unfortunate, was necessary for the required repairs to be completedWe feel that the customer and our shop were misimformed by the shop who did the repairs in colorado and that they kept us in the dark about what was happening until it was too late to offer up alternative solutions

In response to the above referenced complaint, Walton's Auto Care received the vehicle in question on March 10, We performed a diagnostic on the engine the day we received it and the vehicle failed the injector tests for cylinders #and #The injectors were ordered from [redacted] on that dayAt that time the customer disclosed that the vehicle had had several historical problems and that the exhaust and fuel system had been modified with after market deletes and performance enhancementsWe installed both injectors and test drove the vehicleThe chief complaint was still present and the customer was advised that the engine would need to be removed and sent to an engine specialty shop for tear down and inspectionDuring the tear down the engine re-builder found the crankshaft main journals had been damaged and the crankshaft main journals had been damaged and the crankshaft was going to have to be replacedThe re-builder also noted that the affected cylinders corresponded with the cylinders we had diagnosed with bad fuel injectorsThe customer was advised at this time and the decision was made to proceed with a complete re-manufacture of the costumes engineShortly after the re-builder informed us that the new crankshaft from [redacted] was only sold as part of a "short block" the re-builder stated that there would be no extra fees assessed with the short block so the customer was not contacted concerning that detail at that timeAgain, no extra costs and the only method at the time was to procure a crankshaft for rebuildThe remainder of the engine, cylinder heads,valve train, camshaft, lifters, pushrods, oil delivery and all related gaskets were rebuilt and furnished by the re-builder using conventional methodsWe received a complete rebuilt engine on May 1, The vehicle was put on schedule for for engine installDuring the vehicle down time the customer supplied an after market turbocharge system for the vehicleThe customer stated that the turbo was meant for a different vehicle but with the customer supplied mounting that the turbo was meant for a different vehicle but with the customer supplied mounting that the turbo system should function properly in this vehicleThe engine assembly was installed and tested on May 30, Then vehicle was picked up by the customer on June 5, At that time the short block and crank shaft situation was explained to the customerThe customer returned for the complimentary oil change and inspection on June 20, with no complaints.The customer contacted me and stated that he had made it to Grand Junction, CO and when sitting at a stop light the vehicle developed a rough run or misfire conditionThe customer stated that he was going to drop his trailer and find a service centerThe customers second contact with me was that the [redacted] dealer in grand Junction had found a bad fuel injector in cylinder #and was inquiring what fuel injections we had replaced during our repairsWe advised the customer that cylinders and #were replacedOn customers third contact with me he stated that he had been advised that there was a fifteen percent (15%) compression loss in cylinder #and that the engine would have to be removed for inspectionAt that point I was referred to the service manager who was handling the customers vehicle but not the technician who was performing the diagnosticsThe service manager stated that there was a forty percent (40%) decrease in compression in cylinder #At that point I made them aware that the pistons, crankshaft and all related parts were purchased through [redacted] and that if a piston or compression problem was found that I would be pursuing the appropriate warranties covered by ***At my second and last correspondence with the service manager I was informed that because of the after market modifications performed by the customer that all [redacted] warranties were null and voidI was also informed that a complete engine assembly had been ordered with the customers approvalI again inquired inquired as to the nature of the failure and the diagnosis of the malfunctionPiston failure was the answer to my inquiry with no further explanation from the service managerShortly thereafter I was contacted by the customer stating negligence on the part of Walton's Auto Care was the cause due to a missing fastener in the engine valve train assemblyAt that time the customer also voiced his displeasure with the engine short block and believed he was getting a rebuilt engineAgain, I explained that it was not practice during a rebuild to replace the short block but it was necessary at the time of repair to obtain the needed crank shaftAt this time I requested photographs of the damage or negligence and/or Anything at all to prove that there was a mechanical malfunctionThe customer referred me to the service writerI received no return telephone calls from the dealership that was performing the repairs from that point to dateAlso, at that time the customer stated he was told that a fastener had been left out in the valve train and caused the malfunctionNo evidence to support that claim has been provided.I did not hear from the customer for some time after that but when he eventually did call he asked me about his warrantyI advised him at that time that I needed evidence proving negligence or mechanical failure i.ea photograph or the damaged parts showing whether or not any damage had actually occurredDocumentation and/or parts have not been provided to dateIn conclusion, we feel that we have been more than accommodating to the customer under these circumstancesAdditionally, we feel that requesting documentation from the customer or the repair facility to support the customers claim is reasonable requestWe supplied the failed parts to the customer when he picked up the vehicle and, given the circumstances, I would think that the dealership would have tried to help him prove his complaintIn the dealerships invoice the labor description states that a broken rocker arm to cylinder #caused the damageI wonder why that broken rock arm wasn't replaced to remedy the concerns? Why so many different compression numbers? Why was the failed fuel injector not replaced prior to the engine replacement? Why was the decision made to replace the entire engine instead of repairing the alleged damage? furthermore, why wasn't Walton's Auto Care provided the opportunity to refute those claims prior to the engine being ordered and installed? I am sympathetic to the customers misfortune, however, I don't have answers to any of the questions I have presentedWalton's Auto Care did not modify the vehicle and as such, we have no recourse without proof of damage(s).Regards.,Walton's Auto Care [redacted] , Owner

The bottom line on this issue is that at the time of the original break down everything was discussed up front with Walton'sThey were told of anything done to the truck and did not express any conserns on thier part about working on the truckAll of the things they are saying about the truck modifactions seem to be excusses for poor workmanshipThe through ford diesels had trouble with turbo's failing so I dicided to try the new turbo used on the and Fords to solve the turbo problemsAt first **said he did not know of any problems with Ford turbo's, but after discussions with others agreed there was a problemI discussed this with **and he discussed it with the rebuilder who agreed that the replacement would be a good ideaNow he calls this new Ford turbo, used on 2015, and beyond Ford diesels, an untested part**assured me he would have no problem making the installationThe mechanic at *** told me that having the new turbo installed was a good idea and that he wished his Ford pickup had the new turboAs far as the way the truck was repaired in Colorado, it was the only way Ford would allowApperently the same reason the rebuilder in Redding had to use a short block*** told me they could only fix the truck with a short or a long block, and because of the valve broblem on the engine they were replacing, they recomended a long blockI feel comfertable that contacting *** in Colorado, ***, they can explane what "during engine removal found the wiring harness to be misrouted, all the lock tabs of the electrical connections broken and the wrong hardware installed on the engine" discribesIt is frustrating to have a warranted engine from Walton's and when needed all they can come up with is all the things they knew in advance of any work they did on the truckWhy did they give me warranty if all of these things were going to void the warranty? You have told me there is nothing more Revdex.com can do reguarding this matter and I need to contact the B.A.R(BAR) for additional helpI feel quite let down by this process but will do what you recomended

In response to the above referenced complaint, Walton's Auto Care received the vehicle in question on March 10, We performed a diagnostic on the engine the day we received it and the vehicle failed the injector tests for cylinders #and #The injectors were ordered from *** on that dayAt
that time the customer disclosed that the vehicle had had several historical problems and that the exhaust and fuel system had been modified with after market deletes and performance enhancementsWe installed both injectors and test drove the vehicleThe chief complaint was still present and the customer was advised that the engine would need to be removed and sent to an engine specialty shop for tear down and inspectionDuring the tear down the engine re-builder found the crankshaft main journals had been damaged and the crankshaft main journals had been damaged and the crankshaft was going to have to be replacedThe re-builder also noted that the affected cylinders corresponded with the cylinders we had diagnosed with bad fuel injectorsThe customer was advised at this time and the decision was made to proceed with a complete re-manufacture of the costumes engineShortly after the re-builder informed us that the new crankshaft from *** was only sold as part of a "short block" the re-builder stated that there would be no extra fees assessed with the short block so the customer was not contacted concerning that detail at that timeAgain, no extra costs and the only method at the time was to procure a crankshaft for rebuildThe remainder of the engine, cylinder heads,valve train, camshaft, lifters, pushrods, oil delivery and all related gaskets were rebuilt and furnished by the re-builder using conventional methodsWe received a complete rebuilt engine on May 1, The vehicle was put on schedule for for engine installDuring the vehicle down time the customer supplied an after market turbocharge system for the vehicleThe customer stated that the turbo was meant for a different vehicle but with the customer supplied mounting that the turbo was meant for a different vehicle but with the customer supplied mounting that the turbo system should function properly in this vehicleThe engine assembly was installed and tested on May 30, Then vehicle was picked up by the customer on June 5, At that time the short block and crank shaft situation was explained to the customerThe customer returned for the complimentary oil change and inspection on June 20, with no complaints.The customer contacted me and stated that he had made it to Grand Junction, CO and when sitting at a stop light the vehicle developed a rough run or misfire conditionThe customer stated that he was going to drop his trailer and find a service centerThe customers second contact with me was that the *** dealer in grand Junction had found a bad fuel injector in cylinder #and was inquiring what fuel injections we had replaced during our repairsWe advised the customer that cylinders and #were replacedOn customers third contact with me he stated that he had been advised that there was a fifteen percent (15%) compression loss in cylinder #and that the engine would have to be removed for inspectionAt that point I was referred to the service manager who was handling the customers vehicle but not the technician who was performing the diagnosticsThe service manager stated that there was a forty percent (40%) decrease in compression in cylinder #At that point I made them aware that the pistons, crankshaft and all related parts were purchased through *** *** *** and that if a piston or compression problem was found that I would be pursuing the appropriate warranties covered by ***At my second and last correspondence with the service manager I was informed that because of the after market modifications performed by the customer that all *** warranties were null and voidI was also informed that a complete engine assembly had been ordered with the customers approvalI again inquired inquired as to the nature of the failure and the diagnosis of the malfunctionPiston failure was the answer to my inquiry with no further explanation from the service managerShortly thereafter I was contacted by the customer stating negligence on the part of Walton's Auto Care was the cause due to a missing fastener in the engine valve train assemblyAt that time the customer also voiced his displeasure with the engine short block and believed he was getting a rebuilt engineAgain, I explained that it was not practice during a rebuild to replace the short block but it was necessary at the time of repair to obtain the needed crank shaftAt this time I requested photographs of the damage or negligence and/or Anything at all to prove that there was a mechanical malfunctionThe customer referred me to the service writerI received no return telephone calls from the dealership that was performing the repairs from that point to dateAlso, at that time the customer stated he was told that a fastener had been left out in the valve train and caused the malfunctionNo evidence to support that claim has been provided.I did not hear from the customer for some time after that but when he eventually did call he asked me about his warrantyI advised him at that time that I needed evidence proving negligence or mechanical failure i.ea photograph or the damaged parts showing whether or not any damage had actually occurredDocumentation and/or parts have not been provided to date. In conclusion, we feel that we have been more than accommodating to the customer under these circumstancesAdditionally, we feel that requesting documentation from the customer or the repair facility to support the customers claim is reasonable requestWe supplied the failed parts to the customer when he picked up the vehicle and, given the circumstances, I would think that the dealership would have tried to help him prove his complaintIn the dealerships invoice the labor description states that a broken rocker arm to cylinder #caused the damageI wonder why that broken rock arm wasn't replaced to remedy the concerns? Why so many different compression numbers? Why was the failed fuel injector not replaced prior to the engine replacement? Why was the decision made to replace the entire engine instead of repairing the alleged damage? furthermore, why wasn't Walton's Auto Care provided the opportunity to refute those claims prior to the engine being ordered and installed? I am sympathetic to the customers misfortune, however, I don't have answers to any of the questions I have presentedWalton's Auto Care did not modify the vehicle and as such, we have no recourse without proof of damage(s).Regards.,Walton's Auto Care*** ***, Owner

I am rejecting this response because:1)The several historical problems that I told them about involved having two turbo's lost in the time I had owned the vehicleI asked them if I supplied the new turbo used on the and Ford diesel engines if they would install the new turbo's instead of using a problem turbo system and **said they would do that2)When the re-builder was contacted by *** *** *** they said they never rebuilt any engine for Walton's Auto Care but did order a short blockAt that point they cut off contact with *** and would not answer anymore calls from ***This is the time that *** *** *** advised me that a short block had been used3)I have no problem with a short block being used, but I was lead to believe that the rebuild was what was taking so longWhen I discussed this with **at Walton's he explained the crankshaft problem and that was the only conversation about the short block until I picked up the vehicle4)I do not remember saying anything about 15% compression loss, but if I did it is what I was told by *** at first by using instrumentsI asked that an actual compression check be done and they did one at an extra expense per **'s requestThis showed a 29% loss of compression as stated in the invoice copied to Walton's Auto Care. 5) I was on vacation at the time of breaking down in Cand the time loss between *** repairs and additional contact with WAC was due to completing my vacationI decided I would need to pursue this when I returned home and I told **I would contact him when I returned home. 6)When I returned home I sent **some photo's taken by *** and the invoice from *** for his review and waited for return call to discussAfter no return call I called again and was told both **and senior were not available and asked for a call backI did not get a call back and dicieded to contact Revdex.come. 7) As I understand it the broken rocker arm and wrong and broken bolts used is what caused the problemReplacing the rocker arm at that point would have been useless because the piston damage had already been doneIf Walton's needed more in formation about what *** *** *** was doing or they needed more information from me they could have called at any timeI believe all calls were either made by me or the service mgrat ***. 8)I notified Walton's on the day I arrived that the delete had been done to improve the MPG I was getting with the truck while towing a trailer and that nothing would be covered by warrantyAt no time did they say that it would be a problemInstead they agreed to find what the problem was and recommend a fixThey also agreed that the new Ford turbo was a good idea and said they discussed it with the re-builder

This is in response to complaint #***We did agree to install the supplied turbo from the customer and did talk to several sources concerning the turbo installAll recommendations were in the positive for the installThe customer was also advised that our shop had no experience with that interchange but would install at the customers requestIt's also noted on the original invoice that no warranties on customer supplied partsWe have no way of knowing what the outcome would be with these untested partsIt was customers request to make these modifications and these parts were all supplied by the customerFurther more we have no way of knowing what the outcome of the high performance programming that was installed into the vehicles computer prior to the repairs made by us would have on the fuel injection systemAll these are likely canidates for the engine failureIn response to the delayed repair work, we were told by the rebuilder that aquiring the engine short block for the rebuild was a lengthy process that was necesary for the rebbuild process and did cause an extended time delay for the rebuild processThose facts can be proven with a phone call to the rebuilderIn response to the phone call to the rebuilder, I questioned the rebuilder wether they had spoken to *** dealership concerning the customers vehicle and they said they did but that they had built and sold the product to my shop and therefor I was the customer to them and not the owner of the vehicleAny questions concerning the rebuild itself can be directed to the rebuilder with his permissionIn response to the pictures and the invoice, the first time we had access to the pictures is when they were provided by the Revdex.comWe recieved a copy of the invoice from *** in the mail but no further correspondence with thatNo letter or any other emails were recieved by anyone at this establishmentHad that information been available at the time of the repairs in colorado perhaps something could have been done to help the customerThe decision to install a new engine in colorado was done so with no correspondence with this shopIn response to the "broken or wrong" fasteners used, no where in the labor description from *** does it reference a wrong or broken boltIn fact it talks about a broken rocker arm and a vague statement about wrong hardware installed on engineNone of supplied pictures show anything that supports that a bolt was broken or wrong or that there was a rocker arm brokenIn fact the supposed evidence that is shown to prove valve to piston contact doesn't show that at allWhat it does show is that a piston was hitting the bottom side of the cylinder head which would suggest a failed bearing in the short block that would have been covered under the manufacturers warranty which is *** *** *** which is also the dealership that did the repairs in coloradoI made the dealership aware of that fact prior to the engine being replaced but the decision was made to replace the entire engine anyhowIn response to the correspondence, several attempts and messages were made and left to contact the service manager prior to and after the repairs had been madeOnly twice did we actually talk to him and once the repairs were finalized in colorado he was no longer available and no return phone calls were made to us from themFinally, this is a very unfortunate circumstance and my heart goes out to the customer but the facts are that we were asked to repair a vehicle with several performance modifications, which we did, when the failure ocurred communication was not fluent and decisions were made without any discussion of warranty payment prior to repairs madeThe product we provided is what we disclosed at the time of completion and the time schedule, although unfortunate, was necessary for the required repairs to be completedWe feel that the customer and our shop were misimformed by the shop who did the repairs in colorado and that they kept us in the dark about what was happening until it was too late to offer up alternative solutions