Company Response
9/16/2021
TWe will provide a timeline of events to give a better understanding of what occurred.
- Between Jun 7 and Jun 14th, this vehicle was towed into our repair facility, via customers request and arrangement. At this time, the vehicle did not start and/or turn over. It was in essence dead.
- Customer expressed to us that the vehicle was worked on at another shop, where according to the customer, the wiring harness on the vehicle was worked on and the transmission pan was changed. Furthermore, the reason according to the customer that the vehicle was towed to our shop was because the "oil light was flickering, then the vehicle stalled"
- After our repair shop diagnosed the vehicle, it was determined that the vehicle needed an engine, keep in mind that we did not drive this vehicle, because it was dead when it arrived. We performed a pressure test and various other tests, including the customer's complaint to arrive at this conclusion.
- The customer informed us that they have a service contract that would cover the job of the engine. We presented this claim to the company (CarShield), we were instructed by them to break down the vehicle to the root cause of the issue, take pictures and submit it to them. They also informed us that this cost was to be paid by the customer. The customer paid $495 for this breakdown. We sent the pictures to the service contract company, then they proceeded to send an adjuster/inspector, After the adjuster performed his own analysis, they confirmed that the engine needed to be replaced.
- Essentially, as provided in an attachment Invoice# 2637, we replaced the engine with a used engine, ignition coil, spark plugs and belt and changed the oil & filter. The total job was 4589.20, the customer paid $495, which left a balance of 4094.20, then the warranty provided a payment via card in the amount 4046.44, which was short of the full amount by the way.
- On or about after July 9th, the job was completed, the customer came and picked up the vehicle and drove off of our lot. They returned and asked us to check out the transmission, because according to them the vehicle was not shifting, we test drove the vehicle and noticed that it was not shifting. We explained to them that this is a transmission issue, not an engine. It's important to note that the vehicle is driving, meanwhile, it was towed to the shop and was dead on arrival. But then driven off of our lot by the customer when the job was completed
- Based on conversations we have had with the customer, it is apparent that this vehicle, when it was towed in had other issues and they are conflating other issues with what was done here.
- Finally, we determined that the Engine is fine and operating the way it is supposed to, we were not paid by the warranty company in full for the job, therefore, we do not owe anything. I've attached the work order, signed invoice and the Authorization for Payment from the warranty company as supporting evidence.
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