ComplaintsforEngine Masters Automotive

• Initial Complaint

  12/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  **** Pontiac firebird entrusted to your care and warrantied by you, was found damage to PAINT AND BODY, 12/8/2022. This was reported to ******* same day.Front bumper and fender were damaged in a collision. Custom paint was cracked, and the passengers side front of the vehicle damaged.Furthermore, mechanical repairs promised and guaranteed under warranty have not been performed.1.Engine makes a clacking noise attributed to ordinary rebuild adjustments.2.Cylinder head Cooling fan sensor is missing. 3.Cylinder head Temperature gauge sensor is missing, gauge not working.4.Alternator is not charging, volt gauge is not functioning.5.Vehicle is not fit for highway travel in this condition as engine failure or accident *** occur.You agreed to make all these defects good. Warranty issued by engine masters states all vehicle repairs shall be made at your facility. Delivery of vehicle in good condition has not been legally honored since Aug. 30 2022.Under the ** law you are liable for the condition of the vehicle and required to make all repairs immediately or refund the cost of service contracted 8/30/2022. Also you are responsible for loss of use of this vehicle since August, transportation costs from Engine masters shop to other repair facility, paint and body work, and any other mechanical defects that *** be found. The vehicle is scheduled to be towed Monday. Contract litigation in Maricopa Superior court if you fail to make good on repairs to the vehicle.

  

  Business response

  12/09/2022

  We have contacted the customer and discussed finishing the repairs and getting his vehicle back to him. At this time all matters have been addressed.

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Engine Masters replaced the motor in our **** **** F-250 truck last June 6/15/2021. The truck had severe issues again since the motor replacement. We contacted Engine Masters mid-April (as soon as possible). Engine Masters said they were completely booked and it would be 3 to 4 week before they could look it. Now we are close to warranty period expired. On June 1 st, I sent an email asking why cant we get an appointment and begging them to stop delaying because my warranty was almost expired. We finally we given a service appointment in mid-June after two months. We were told the warranty was not applicable any longer. Engine Masters gave us an estimate of approximately $2700 & said the vehicle should be ready in about a week. That was in mid-June. We did not receive notification of work being completed until 10/4. We had been calling, texting, emailing trying to understand what was going on. When we finally received notice of completed work, we had just left for a weeks vacation. Engine Masters called Monday 10/4 demanding immediate ***************** I called their office explaining we had just left for a few days of vacation and wont be back until Friday 10/7. Engine masters wanted payment and said they were gonna charge is $55 a day until we picked up the vehicle. I told him that was completely unfair given how long does it take him to service our truck and that I would not pay the $55 storage I would be happy to pay the bill but I didnt even have an invoice yet. I just received the invoice today. We had disagreement with engine masters about the storage fees my grandson took the Uber let them know he was on his way he took an Uber to come and get the truck and when he got there no one was there they had locked the shop up said they left and that now theyre demanding we pay by cash only they wouldnt accept a credit card from us they never said this before . I paid $160 for my grandson to take a Uber and they werent even there.

  

  Business response

  10/10/2022

   ******** signed authorization for the diagnostics on June 27th and had vehicle towed in. Before even having them bring the vehicle in they were told that they were #** in line and to be patient. They were also told that their warranty had expired Nov. 13 2021
  On July 30th the customer was sent an estimate that showed the parts needed to repair the issue.  We got a signed authorization back from them on August 4th 2022.  Once we got approval, parts were ordered. The quality parts we use often times are delayed either from the manufacturer or in the shipping process and the customer was informed that was the issue. We finished October 1st, 22 and a message was left. We received a text message back on Oct.3rd saying they would pick it up that day. No call, no show.
  On October 5th 2022 customer called at ****** stating that she was in northern AZ. Since her vehicle was ready on the first it was explained that if she took care of her balance she could avoid storage fees. She could have made a payment over the phone, customer said she would call back and make the payment that day. She did not do that. No call no show on Oct 6th2022. On Friday Oct 7th, 2022 customer text saying that her car had broke down and she promises to be here early Saturday Oct 8th 2022 to pick up and pay final charges.  At 1pm on Sat the customer was called and told that we would be closing the shop at 230pm.
  At 3pmOct 8th, 26 text messages and calls from the customer. Explained we would be back in the office on Monday during normal business hours. It is now Monday  Oct 10th 3:30pm and we have not heard from the customer.
  Because of  continued excuses and no shows we have advised the customer that cash or cashiers check is the only form of payment we will accept. This is our policy and our right. We have tried to work them but we do have limits and rules that we have to follow.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Engine masters gave me a quote to repair my truck. They worked on the truck and increased the price two times after we agreed on the price for the work. I paid them in full. When I arrived to pick up my truck the breaks were not working after they had been paid to repair the motor and the breaks. I returned later to pick up the truck and drove it off the lot to find out the the motor is not running correctly and the manifold is not installed correctly. And the wheel they claim they did not remove to repair the breaks has stripped lug nuts and is not able to be tightened to be able to safely drive the vehicle. I need engine masters to pick the truck up at my home and properly repair the motor, breaks and wheel. They have been paid in full for the work they have not performed.

  

  Business response

  06/02/2022

  We are sorry to hear that there are issues with your vehicle. We will be happy to repair the vehicle. Any repairs that fall under warranty will be repaired under the warranty guidelines. Customer will have to leave the vehicle and allow adequate time for service to be performed.

  Customer has had poor behavior at prior visits. 

  This will not be tolerated!

  The staff at Engine Masters has already assisted ***** outside of normal policy in order to help him. Payments where allowed to help him avoid storage fees. This is not usually done once a vehicle is completed. We do not store vehicles, we repair engines and return them to the road. 

  Customer can tow in the vehicle. Contact us

  ************

• Initial Complaint

  03/31/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 1/17/2022 we had our car towed to Engine Masters to replace our engine. We were quoted $4,879.59 for repairs and paid half upfront. A few weeks the repair shopped called and stated the car needed more work and quoted an approximate $2,000. This was verbally agreed and another deposit was taken. Upon getting the statement of work the parts didnt align with what our other mechanic had stated and we declined the extra work. Upon picking up the car in the parking lot the engine light was on, we asked to have the car inspected again. We were initially advised it would be a $20 part plus labor and agreed. Then within an hour the part went to $40 and then to $395. We declined and picked up the car. We took the car to another mechanic who advised Engine Masters did not replace the original intake manifold in which they were trying to have us pay to repair. While Engine Masters did replace the engine, they failed to complete the repair of the car as an engine replacement would require.

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August of 2021 I was quoted 4k for repairs. I paid 1/2 over the phone and the buisness was suppose to pick up my vehicle. One week later still no one showed up with tow truck. I towed my vehicle up to shop In mesa I was given pick up excuses. Three month off excuses my truck was never looked at. I went to the location to find out what was going on and the shop was gone. My truck was left in the back lot abandoned. I called buisness line phone was disconnected. Called his cell phone and he said he moved shops three months later he finally started to work on my truck and then he changes the price to 8k. When he was finish he threaten me to pay storage feels after the day he finished I paid the money and the truck ran worst then when I took it there. Check engine lights still on and will not pass emissions.

  

  Business response

  06/13/2022

  We are very sorry to hear of Mr. ******** frustrations and we absolutely are genuinely sorry. Mr.
  ******* was a customer during a turbulent time for the ******************** shop. The shop that he originally took his
  vehicle to actually closed their doors and was bought out. Some of the employees remained under the
  new ownership. ********************* (owner of Engine Masters), was not the owner of Discount Engines. He did
  however assume the clientele. After Discount Engines shut their doors the team at the newly
  established Engine Masters scrambled to open their own doors. A building was purchased and
  renovated to be a top of the line repair shop. Vehicles left at Discount Engines now became customers
  of Engine Masters and new agreement written up.

  When a customer is given their initial quote it is for the longblock engine they are purchasing and the
  labor of the install. This quote does not include any other parts that *** be required because we do not
  like to throw parts on a vehicle without first inspecting the old motor. We *** be able to use hoses,
  mounts, water pump, or other parts from the old motor but we do not know until we inspect the
  vehicle.

  Once the new engine arrives we then inspect the old engine and our technician makes
  recommendations based off of the condition of the old motor. The customer at this point can choose to
  accept or decline any of the recommendations.

  Notifying the customer of the tow fees is not threatening; it is a part of the policy. We do a lot of jobs
  and cannot store vehicles that are complete. We do offer financing options through our partners
  Customer was advised that his ************* required additional materials to properly install the
  engine into his vehicle. ****************** declined the additional materials that were needed to complete the
  job to 100% perfection.

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