Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About 11 months ago Shawns auto service in **********, **. performed a complete timing repair on my vehicle. Was told parts and labor were under warranty for 3 years or ***** miles. I believe that the total was around *******. Receipt is in vehicle at their shop. 2 months ago the vehicle broke down as I was driving. First repair came to be a starter I was told which did not solve the problem. I was then told it was a fuel pump which I had informed them that it could not be the issue since I had already tried that. They did it anyway and didnt fix the vehicle. A month or so later after the vehicle had been at their shop, I was told the timing chain (which they replaced 11 months ago) had completely broken. Due to this failure, the heads of the vehicle became damaged. At this point I was told that they would file a claim with the manufacturer of the part to get the charges covered. So now Im being told that the company will not cover the charges and I would be liable for the repairs caused by parts installed by them. I do not feel I should be liable for these charges. A part they bought and installed failed and caused damages to my vehicle. Not sure how I can be held liable for these charges.

  

  Business Response

  Date: 02/08/2024

  We installed a new set of timing chains for ******************** on 11/22/2022. Nine months later he called stating that his vehicle stopped running while driving down the road. The vehicle was towed to us and we began to run diagnostics on the vehicle. During diagnostic the technician found that the starter was weak and the high pressure fuel pump was not operating at the proper psi. We recommended that ******************** change his starter first which was bad and then we could see if the pressure on the pump would change. With the installation the pump pressure did increase but the engine would not fire. We then informed the customer that we would do a compression test on the vehicle and we found that there was no compression on bank 2 of the motor which would explain why the high pressure fuel  was not pumping at the full capacity. Since there was no compression we would pull the valve cover and we noticed that the timing chain had popped causing no function of bank 2 of the motor. The result of the chain popping caused the valves to bend in the head which would result in us pulling the heads and sending them off the get repaired. We reached out to ******************** to inform him of the cost to repair his heads and replace the timing components which were under warranty. He did not agree with the cost and waited 2 months to give us an answer to repair it even though he would have $2,223.66 in credit toward the job. We told him that we would reach out to the manufacturer of the timing kit and let them know what he experienced. We asked ******************** to provide us with the oil change receipts for his vehicle because it could help his case with the manufacturer of the chains and he provided them. Based on his odometer he had driven ****** miles in 9 months and only completed 2 oil changes. It is recommended to change synthetic oil every 5 thousand miles and ******************** drove 8 thousand between changes. Lastly we found that when we pulled the heads off, the head on bank two was completely clean on the valves which means that antifreeze was getting past the head gasket. Since antifreeze was getting past the head gasket, it could have lead to the failure of the timing chain because that means that the head was lifting during hard acceleration and boost pressure which ultimately stretched the chain. During this whole period ******************** is upset with us about the timing chains but we only installed them and that was done correctly. We have been in contact with the manufacturer and we are still waiting their decision on the claim we have with them regarding the damages ************************ heads incurred when the timing chain broke.