ComplaintsforGary Johnston Truck & Auto Repair, Inc.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  10-1-21 symptoms black smoke and fuel knock, Chris diagnosed my 2011 Ford 6.7 failed fuel system estimate around $12,500. I questioned him stressing are you sure? Replied yes, I said ok. Then 1 wk later messaged me saying both cylinder heads must also be replaced because he can't get injectors out of heads. Another $3,000 add to bill, I asked about replacing whole motor he quoted $18,790.89 motor for entire job. Desperate to get service truck back, were loosing accounts. Ok replace it.. after getting truck we made it approx 30 miles then black smoke and engine knocks. Took it back and they replaced the motor again saying Ford approved removing and reinstalling again. 1 month later we picked it up again, this time we made it approx 50 miles then black smoke and fuel knocks, had it towed back. And they insist there's nothing wrong with it. it's obvious it's doing the same thing as it did when initially took over there. They called me 2 times to come and get it. I did drove it 5 miles and noticed black smoke and engine noise knock it sluggish and embarrassing. My claim is they completely misdiagnosed it charged me $18,790.89 I've lost numerous accounts due to their incompetence. They will not respond to any of my messages, I told them truck is unusable, We are a small Tulsa business Portajohn of Tulsa-family business 52 yrs struggling to survive. I paid in full 18,790.89 to Gary Johnstones and in return I have a truck that has exact same symptoms it had when I took it to them. This is unbelievable, it's shocking, and immoral. this economy with COVID along with several new big company competitors in my field of service branching out in Tulsa luring our customers from us to them and repair shops that practice business like this- small businesses don't have a chance . I've put approx 15 miles on it since picking it up last. Messaged them several times, no response. Seems that since they have been paid they couldn't care less

  Business response

  02/02/2022

  Business Response /* (1000, 11, 2022/01/03) */ Called consumer when I received complaint and currently have the truck in the shop to look into the situation. Consumer Response /* (3000, 13, 2022/01/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) If they are going to repair it yes but frankly I'm not sure what they are doing. they had the truck towed back to the repair shop saying they were going to fix it , that they had some problems with some of their mechanics, Well that was 1 month ago and I haven't heard from them at all.. They towed it back to thier shop On 12/6/21 it is 1/4/22 a month they haven't called or emailed or messaged me anything since . Please help me. Business Response /* (1000, 18, 2022/01/19) */ Contact Name and Title: Chris MOrecraft Owner Contact Phone: 9188380892 Contact Email: **************************** We saw the complaint from BBB, I reached out to the customer, we had the truck towed to our shop. Originally the customer had low fuel pressure and metal present in the fuel system. With the mileage on the vehicle we had two injectors that would not come out of the cylinder head for replacement, after weighing the options the customer opted for a replacement engine with a fuel system. We then installed the engine but on installation we had a slight noise in the engine timing cover, We were told by the engine manufacturer to continue with installation and if there was a problem they would pay us to replace it under factory warranty. We advised the customer of the noise and told him it the engine was under warranty. The truck came back with a cam timing issue. There was no black smoke at that time. The complaint was low power on acceleration. We did get the truck back two more times but could not get the truck to fail. I was not aware that the customer was still having problems until we got this complaint. After towing truck in . We then proceeded to identify and duplicate the customers complaint. The truck has aftermarket software in it and the check engine light will not come on for any normal issues that would normally set a code. After multiple test drives with two techs and scan tool reading live data we were able to catch a glitch in the fuel pressure regulator. The truck would almost shut the truck down. We then found the terminals on the connector to be spread apart not making good contact. After further inspection of the engine harness we found multiple overlays on the harness an attempt to repair the harness. We repaired these overlays and replaced all wiring connectors or pigtails that looked suspect and failed the terminal drag test. We also dropped the tank to inspect for any debris. I then filled the truck with fuel and test drove vehicle with no failures over 60 miles. Then allowed vehicle to cool down and drove again from cold start With no failures then drove on many short and long trips with no failures. We returned the vehicle to the customer no charge. Then checked in with him a week later with a good report back. Sometimes things happen that are no ones fault, but as a business owner I do my best to take care of my customers. We have repaired multiple vehicles and helped this customer out of jams when other businesses told him no. I am glad that this vehicle is working good again. Thank you for your business.

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