In late January my son's car quit on him. We had 2 different mechanics check it and both said the engine needed replaced. We then started our search for a shop to do this. After several phone calls, checking the yellow pages, and searching the internet we settled on American Engine Installation because they were a nationally franchised company that owned its own engine plant and had a very competitive price. They also advertise that usually they can do the job in 5-10 working days. This is also what they told my son when he called.
On Feb. 2 they towed the car to their shop. I called the shop (I live 100 miles away.) and spoke with Brad, the manager at that time, and he was able to work it out so that I could pay him the $800 deposit, that was required before work could start, by credit card over the phone. He told me that they would start on it tomorrow, Feb 3.
On Feb 7 I called to check on progress, spoke with a mechanic who told me the car was still outside and they had not started on it yet, but would do so today or tomorrow.
On Feb. 9 I called again and spoke with Sean (sp) the district manager who told me that the former manager Brad was no longer there. He pulled our file and saw that I had paid an $800 deposit and he said that they would start work on it.
I waited a week and called back and spoke with Sean again. He explained that there were 2 engines that year and that they were in the process of getting the casting numbers off the block so that they could order the right engine.
On Feb 20 I called back and talked to Jack (the new manager). He told me that they were in the process of getting the casting numbers off the block so that they could order the engine. That was the same story I got the week before. I reminded him that they advertise 5-10 working days to replace an engine and it has been 18 calender days and they have not even ordered the engine yet. He apologized and said he would do what he could to get it done. At this point we had to get my son a rental car as he was having difficulty getting to work. The rental car was returned on Mar. 3 because we could no longer afford it. The bill for that period was $586.96.
Called on Feb. 23 and talked to Jack, he said that the motor has been ordered and as soon as it comes in it would take a couple of days to install it and he would call when ready.
On March 2, I called and talked to Sean, he said motor just came at 4:30 yesterday and that they would start on it today. Later that same day, I talked to Jack and authorized over $700 in additional charges and was told it would take 3-4 days to get the job done. I told him I would come to Wichita tomorrow to pay the bill.
Mar 3, I went to Wichita and paid the bill by credit card, total was $2906.63, and Sean told me that there would be no additional charges and the car would be ready Monday.
Called on Monday Mar. 6 and Jack told me it would not be ready until Tuesday by noon.
Called Tuesday before noon and they said ready after 3 PM. My son called them at 3PM and they told him that it would not be ready until Wednesday.
Wed. Mar 8 they called my son late in the afternoon and said car was ready and they would wait for him to come get it. While he was on his way there, they called back and told him they forgot something and it would not be ready until thursday.
Thur. Mar. 9, my son talked to one of the mechanics who told him that the car needed an ECM, Electronic control module, and also told him that they suspected possibly his car had been sabotaged by the mechanic that had been working on it and had been fired. I talked to Jack later in the day and he said that the car would be ready Friday.
Friday Mar. 10, I called at noon and was told by a mechanic that nothing had been done yet. I called back at 3:15 and was told that it was being test driven now, and that they would call Chris when it was done. I called back at 4:30 and Jack said he had just called my son and told him it was ready. I said, " so it is all done and everything is good to go?" Jack said yes. When my son got there the car wouldn't even start, so he had to leave it and was told they would check it out Monday. At this point I called the national headquarters of American Engine Installation in Dallas, Texas. I was refered to Pat Johnson, the customer service manager who was in the building at the time. I was transfered to her extension and got her voice mail which said "leave your name and phone number and I will return your call as soon as possible". I did that.
Mon. Mar. 13, was told "we are working on it".
Tue. Mar. 14, was told "we are working on it, it's better but still not right." I called Dallas again, and left another message for Pat Johnson to call me.
Mar. 15, same story, "we are working on it".
Mar. 16 My son called them and was told that they had taken the car to a diagnostic shop for help in locating the problem. Still no response from Pat Johnson.
Mar. 24 I called the shop again. Was told by a mechanic that the engine was out of the car and he did not know why. Attempted to call Pat Johnson in Dallas again and got her voice mail again requesting I leave a message. I said that leaving a message was pointless because you never call back. I called Dallas again and asked to speak to some one else, such as the company President or Vice President, but was told I had to speak to Pat Johnson. At 1:15pm I called the shop and spoke with Jack. He said that there was a problem internally with the new motor they put in, and he was going to take it to a local machine shop for repair since this would be faster then ordering another motor. I suggested that maybe they give my son a loaner car or a rental car, but Jack said that he couldn't authorize that.
Apr. 3, Finally the car was ready to be picked up. My son went to pick up the car and drove it home. He told me that it didn't run the way it used to but he was just happy to have a car again.
On April 19 the car had to be towed in to the American Engine Installation shop for an engine problem.
Apr. 20, I called the shop and talked to Jack. He told me that either it was the timing chain or a gear. (I thought it used a belt, but don't know for sure.) He said it would take 4-5 hours to fix and that there would be no charge.
Apr 21, my son called the shop and Jack told him that they had to order parts and the parts would be here Monday morning and they would get right on it.
Monday Apr. 24, my son called the shop and talked to the secretary who told him that the parts weren't ordered until today.
Apr. 27, my son called to check on his car and was told that they found another problem with the engine and that they had to pull the engine out of the car to work on it. At this point we had to get another rental car for my son due to job circumstances. I do not have the bill for that yet.
He finally got his car back on May 5th, he still had problems but at least it was drivable untill June when it sprung a water leak.
He took the car to another shop for repairs and was told that the leak was caused by an improperly installed part.
On July 14th his car quit on him again. American engines said that they would only cover the engine block under their warranty and we would have to pay all labor charges.
I believe that the above shows a pattern of poor customer service, incompetence, and poor quality materials and workmanship.
My complaint involves the American Engine Installation Company headquarters in Dallas Texas, and the shop in Wichita.
I have copies of all bills
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