Sutton Street Service

In an attempt to try and completely understand what the customer is referring to I will try to explain this once again The customer's wife is an acquaintance to one of our service tech, she sent him a text asking for assistance as her husband had made a failed attempt to remove and replace VCT solenoids He had also lost a bolt somewhere in the motor and that needed to come out Could they tow the vehicle here for us to repair it So the vehicle was towed in not running as previously stated The customer wanted VCT solenoids replaced and he supplied them Not our usual policy to use customer supplied parts, but we agreed because the wife knew our service techWe have previously stated the procedures that we needed to perform to remove the bolt and replace the seal on the passenger side and put the VCT solenoids back in We could not tell if the customer had done any further damage to the drivers side seal as the solenoid went in easy After attempting to help him by reseating the seal and cleaning the area at no extra cost to him, we did explain that if the problem was still there we would have to remove the valve cover gasket and replace the seal This is probably due to the fact that he had attempted to remove the VCT solenoid on his own without the proper tools or skills The steps that we have taken so far are the proper ones, the problem is the unknown fact of what happened to the vehicle before it was towed here for a no run.On the 2-2-we sent a text to the wife as that was our only way to communicate, as their phones will not accept business calls We told her that we would put the seal in for her then in order to make this right for her She never responded to our text We were only offering this to her because of the friendship that she had with our technician We did ask that the husband not come with the vehicle as he was very aggressive and offensive with our service assistant, she does not need to be spoken to the way he was We certainly hope that we have explained ourselves and the procedures that we did appropriately, as sometimes repairs can be complicated to explainThe seal that the customer is complaining about we never removed it, so how could we have installed it wrongWe certainly do not know what else can be done at this pointThis vehicle had some sort of problem obliviously for the owner to make an attempt at removing VCT solenoids, what that was or what made him try to replace those he never stated

This customers vehicle was towed in on January 4, as a won't run condition Customer stated that he had tried to repair his own vehicle by removing and replacing both VCT Solenoids from his vehicle He stated that he lost a bolt on the passenger side of the vehicle and was not able to get the solenoids back in place Once vehicle was here we had to push it into the service bay as it would not run at all for us to inspect it The technician then had to remove the valve cover to search the engine for the missing bolt that the owner of the vehicle lost Once we fished out the bolt we had to replace the valve cover gasket and valve cover along with installing the customer supplied VCT Solenoid We also replaced the customer supplied VCT Solenoid on the drivers side, we did not need to remove the valve cover at that time as the Solenoid went in with out a problemWe then cleared service codes, vehicle started and sounded fine and ran well We performed an oil change as a precautionary measure We were not able to perform a drive cycle as customer had vehicle towed to our service facility with no gasoline in it Customer picked up his vehicle and was informed of this On or about January 13,the customer brought the vehicle back to our facility stating he smelled oil like burning Our technician inspected the vehicle and found that the drivers side VCT Solenoid seal did not seat right This was probably due to the customer attempting to change the Solenoid without proper tools and such We attempted to reseat the seal and cleaned the area of oil, all done at no charge to the customer We explained to the customer that if the seal did not take we would have to remove the valve cover and replace the valve cover seal Again we were not able to perform a drive cycle test as the customer left his vehicle with no gas in it We are not sure what he means about replacing a seal a way we shouldn't have The valve cover seal/gasket that we did replace is not the one currently leaking It could be that the customer supplied parts are bad as well On January 24,the customer called back stating he could still smell a burning we explained that he would need to bring the vehicle in so we could replace the seal and that it would need gas so that we could preform the drive cycle test On January 27,the customer came in with his vehicle however he immediately became aggressive towards our service writer and would not listen to our explanation of the previous repairs As for reimbursing him for having to remove the drivers side gasket now we never removed that one, we did the passenger side one and that is not leaking As for damage done to his engine when it left here is was running and when it came here customer towed it in for a no run We have gone over trying to make the customer aware that we did remove and replace the passenger side and the driver side is now his problem We do have repair invoice which can be furnished upon requestThank you [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].   
After sutton street service told me that the only way to install a vct solenoid seal was to remove the valve cover. So they replaced the part wrong. I went in to the business with full intention of buying a new seal and paying for the labor of slipping the seal of and putting it back on like they did. If they dont understand why I would not pay for the new way they want to install it let me "paint a better picture" them....I have my own construction company and know all about customers who supply their own materials or in this case parts. If I install something correctly and the material fails then it is on the customer to pay for the new material and are also liable to pay for the labor again. If I do not install it correctly (which in this case they didnt by the owner stating that the only way to replace the seal was to take off the valve cover) then I as the business owner would be liable for the part and the labor of replacing it and also any other damge caused by installing it wrong
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].  
Yes sutton street service did try to contact me which I highly suggest does not happen again. I would not allow the owner of sutton street service to oversee the work of a childs toy match box car nevermind my $20k+ truck. Yes I did remove the solenoids myself. Without removing the valve cover they came out on their own. Which I saw that those solenoids where altered to make fit when they were put in without taking the valve cover off. I tried putting in the new solenoids in and they would not fit. So with me knowing that I would have to take the valve cover off to replace the solenoid I brought it to sutton street service to do the work. They have stated that they did not take the valve cover off so I would like to know how they put it in without altering the solenoid or taking off the valve cover to replace it. Let me say something to this conartist that he may finally understand....if I do not get the refund I am requesting to let another mechanic to finish the job I will be taking sutton street service to court and sueing them for a lot more then what I am asking for
Regards,
[redacted]

In an attempt to try and completely understand what the customer is referring to I will try to explain this once again.  The customer's wife is an acquaintance to one of our service tech, she sent him a text asking for assistance as her husband had made a failed attempt to remove and replace 2 VCT solenoids.  He had also lost a bolt somewhere in the motor and that needed to come out.  Could they tow the vehicle here for us to repair it.  So the vehicle was towed in not running as previously stated.  The customer wanted 2 VCT solenoids replaced and he supplied them.  Not our usual policy to use customer supplied parts, but we agreed because the wife knew our service tech. We have previously stated the procedures that we needed to perform to remove the bolt and replace the seal on the passenger side and put the VCT solenoids back in.   We could not tell if the customer had done any further damage to the drivers side seal as the solenoid went in easy.  After attempting to help him by reseating the seal and cleaning the area at no extra cost to him, we did explain that if the problem was still there we would have to remove the valve cover gasket and replace the seal.  This is probably due to the fact that he had attempted to remove the VCT solenoid on his own without the proper tools or skills.  The steps that we have taken so far are the proper ones, the problem is the unknown fact of what happened to the vehicle before it was towed here for a no run.On the 2-2-17 we sent a text to the wife as that was our only way to communicate, as their phones will not accept business calls.  We told her that we would  put the seal in for her then in order to make this right for her.  She never responded to our text.  We were only offering this to her because of the friendship that she had with our technician.  We did ask that the husband not come with the vehicle as he was very aggressive and offensive with our service assistant, she does not need to be spoken to the way he was.  We certainly hope that we have explained ourselves and the procedures that we did appropriately, as sometimes repairs can be complicated to explain. The seal that the customer is complaining about we never removed it, so how could we have installed it wrong. We certainly do not know what else can be done at this point. This vehicle had some sort of problem obliviously for the owner to make an attempt at removing 2 VCT solenoids, what that was or what made him try to replace those he never stated.

This customers vehicle was towed in on January 4, 2017 as a won't run condition.  Customer stated that he had tried to repair his own vehicle by removing and replacing both VCT Solenoids from his vehicle.  He stated that he lost a bolt on the passenger side of the vehicle and was not able...

to get the solenoids back in place.  Once vehicle was here we had to push it into the service bay as it would not run at all for us to inspect it.  The technician then had to remove the valve cover to search the engine for the missing bolt that the owner of the vehicle lost.  Once we fished out the bolt we had to replace the valve cover gasket and valve cover along with installing the customer supplied VCT Solenoid.  We also replaced the customer supplied VCT Solenoid on the drivers side, we did not need to remove the valve cover at that time as the Solenoid went in with out a problem. We then cleared service codes, vehicle started and sounded fine and ran well.  We performed an oil change as a precautionary measure.  We were not able to perform a drive cycle as customer had vehicle towed to our service facility with no gasoline in it.  Customer picked up his vehicle and was informed of this.  On or about  January 13,2017 the customer brought the vehicle back to our facility stating he smelled oil like burning.  Our technician inspected the vehicle and found that the drivers side VCT Solenoid seal did not seat right.  This was probably due to the customer attempting to change the Solenoid without proper tools and such.  We attempted to reseat the seal and cleaned the area of oil, all done at no charge to the customer.  We explained to the customer that if the seal did not take we would have to remove the valve cover and replace the valve cover seal.  Again we were not able to perform a drive cycle test as the customer left his vehicle with no gas in it.  We are not sure what he means about replacing a seal a way we shouldn't have.  The valve cover seal/gasket that we did replace is not the one currently leaking.  It could be that the customer supplied parts are bad as well.  On January 24,2017 the customer called back stating he could still smell a burning we explained that he would need to bring the vehicle in so we could replace the seal and that it would need gas so that we could preform the drive cycle test.   On January 27,2017 the customer came in with his vehicle however he immediately became aggressive towards our service writer and would not listen to our explanation of the previous repairs.  As for reimbursing him for having to remove the drivers side gasket now we never removed that one, we did the passenger side one and that is not leaking.  As for damage done to his engine when it left here is was running and when it came here customer towed it in for a no run.  We have gone over trying to make the customer aware that we did remove and replace the passenger side and the driver side is now his problem.   We do have repair invoice which can be furnished upon request. Thank you[redacted]