Business ProfileforCarter and Sons Auto Service, LLC

In a year’s time, “Carter & Sons” installed two reconditioned motors and two flywheels. Both were bad from the start. When I picked my wife’s 2013 Dodge journey up the first time, I turned right around and said “it’s still knocking”. They told me “the motor was setting up for awhile. The valves are sticking, and to drive it for awhile. That should fix it”. A week later I took it back. They told me it had a blown head gasket. Then said, “you’re okay to drive until we can get you another motor”. 3 months later they found another motor. Meanwhile, driving MESSED UP MY FLYWHEEL. They replaced the FIRST BAD MOTOR WITH ANOTHER BAD MOTOR. IN LESS THAN 90 DAYS, I HAD TO GO BACK. I WAS HAVING KNOCKING / TAPPING SOUNDS AGAIN. They told me, “it’s my flywheel”. I said “Y’ALL JUST PUT 2 MOTORS IN THIS CAR why am I having this problem? The MOTOR Y’ALL JUST PUT IN IS THE PROBLEM“. They said, “no it’s not, THE MOTOR HAS NOTHING TO DO WITH YOUR FLYWHEEL”. So we purchased the flywheel. IN THAT 90 DAY PERIOD, THIS BAD SECOND MOTOR MESSED UP MY NEW FLYWHEEL. I have the receipts to show this. Then CARTER & SON’S warranteed the first flywheel and in THEIR NOTES they put “Head leaking is causing the flywheel to go bad”. And in less than 30days, THIS FLYWHEEL GOES OUT! This car has had less than 15k on both motors & flywheels in a year. NOW CARTER & SON’S IS TELLING ME ITS MY FAULT THAT I DIDN’T KNOW THEY PUT 2 BAD MOTORS IN MY CAR WITH HEAD GASKET LEAKS, AND BOTH BAD MOTORS WILL MESS UP MY FLYWHEEL. AND THERE’S NOTHING THEY CAN DO BECAUSE THE MOTOR ONLY HAS A 90day WARRANTY. Am I A$$ out? Someone please point me in the right direction.

Hello Mr. ****, we apologize that your experience with us was unsatisfactory. However, there are significant issues in your review that we feel need to be clarified. First, you purchased a used engine with over 100k miles on it, not a remanufactured or new engine. We gave you the option to purchase a new/remanufactured engine or used engine. You opted for the used engine. We expressly state to our customers that choose to purchase a used engine the inherent risks associated with them. A used engine is pulled out of a used car and comes as is, hence why the supplier offers a 90 day warranty in an effort to reduce the risk of the used engine malfunctioning within a reasonable time. Whereas a new/remanufactured engine is sold in new condition, with 0 miles on it, and a 3 year, 36k mile warranty. Secondly, we do not personally supply the used engines. Our used engines are sourced from LKQ, an external supplier who offers the 90 day warranty. We tried to help you by warrantying our labor for the engine, which is not something we are required to do. The first used engine you purchased on 4-29-21 had a lifter noise, and we warrantied both the part and labor for you. We installed the second used engine (the warrantied engine) on 7-25-21. It has been well over a year since we installed the warrantied engine and we even reached out to the supplier to try to assist you with this issue. We have installed 2 used engines for you and you have only been charged for one. Third, we installed a flywheel for you on 10-27-21 and warrantied the same flywheel for you on 10-21-22. When we warrantied the flywheel, we advised you that your motor (the second used engine) had a slightly blown head gasket which could cause flywheel damage. We have done all in our power to make this situation right. It is unfortunate that you have had difficulties with your motors, however, the second motor we installed (the warrantied motor) had no issues when we installed it and no issues were brought to our attention during the 90 day warranty period, which would be the only time we could replace it. We apologize for your misfortune but feel we have done everything in our power to make it right.