I have just been informed by "Tyler Cook" via Facebook of an "unhappy customer" claiming that I am not honoring his warranty.
As our reputation is our upmost important thing we value most, I am glad to share the "other side of the story" as there is always 2 sides to ever story in life-
I sold a 5VZFE to John (jmt2404) last october/november, where he had us deliver it to another repair facility, Automotive Specialists (Tacoma, WA), who had already removed his old engine.
As the customer had never met us in person (he paid via credit card), we gave the copy of his invoice to Automotive Specialists who was in turn suppose to turn the copy over to the customer, either Automotive Specialists failed to pass on the copy, as the customer claims, or the customer lost it.
The written warranties we grant with our engines are as followed-
2 years, 24k mile parts warranty without installation
5 years, 60k mile warranty with installation, 1 year labor
*Warranties only include labor with the labor purchased from the beginning.
Rules of the written warranty (as shown on invoices)-
Must change oil/filter every 3kmiles or 3months & factory recommended tune ups with records.
Warranty does not cover overheating (as overheating can be caused from accessories such as radiator, thermostat, water pump, ect), accessories, electrical or towing.
Warranty valid only at Enginehaus, LLC with initial inspection reserved.
Original invoice and all maintenance records must be kept!
Our customer, John (jmt2404), called last week claiming he believed his "head gasket was blown" and asked if it was covered under warranty. I then informed him that the warranty does cover head gaskets just as long as the engine had never overheated.
On October 26th, at no charge, I went to the customers residence to inspect the customers engine, to confirm that the engine had never overheated. I was able to confirm that the engine had never overheated by making sure the heat tab was not melted (We install heat tabs that are designed to melt if/when an engine overheats).
So I informed the customer that indeed warranty to cover the "headgaskets" was valid, but that he was to either cover the cost of the labor of R/R'ing the engine (as he would be receiving a complete new engine) or that he would have to remove the entire engine himself.
He then agreed to remove the engine himself, but that it may take some time as an "ASE certified friend" who would help him do so was "out of town".
With his defective engine to be turned back in, he would not only have received a new engine, but a fresh new warranty as well.
A few days later,
I received a call from John, asking me what I was going to do with the "cylinder heads", I then re-informed john that I required the whole engine, not just the cylinder heads, as it would void the warranty as we, Enginehaus, LLC, would have no way of knowing that the cylinder heads were properly removed or to then be properly re-installed.
John then told me that he had no way of removing the whole engine as he didn't have a "cherry picker". He then attempted to persuade me to cover the labor, threatening me that he was going file a complaint with the BBB.
I again re-informed John that his warranty does not include labor without the labor purchased from the beginning.
John then informed me that he no longer wished to do business with us and that he is planning on having the cylinder heads "ported & polished".
I was even kind enough to call him back inform him that you can "borrow" a "cherry picker" for free through Autozone.
If John is still willing to return his engine as a complete longblock, I will still be glad to make the exchange or make repair with his current engine.
As I am now familiar with this amazing forum, I plan on becoming a contributor to tr4 where I will continue to show our great reputation! :cheers:
Thank you -Gig Harbor Enginehaus, LLC
