On March 27 my husband Patrick called American Engine Installers based in Dallas, TX and was quoted $2234.71 to have a re-manufactured V6/231/3.8 longblock engine installed in our 1990 Buick LeSabre. Estimated time to complete the job was 10 days to two weeks. My husband paid an $800 deposit and had the car towed to the local shop at 450 Edenwold Road Madison, TN 37115. (phone 321-6111). Today is August 14th and our 1990 Buick LeSabre is still at American Engine Installers in Madison.
On April 10th my husband went to the Madison location to see how the work was progressing. He found the car in the exact location the tow truck driver had delivered the car. While sitting on the hood of the vehicle, from his cell phone he called the manager, Shawn Guerrero and was told that the car was inside the shop and that the engine had been pulled out.
This was the first alert that there was a serious problem as the car was still out on the lot and had been delivered without the engine in place. The parts of the engine were in the trunk and the block was the only thing in place. My husband spoke with David Ranger, the regional manager based in Little Rock and was told that the job would be completed right away. That was in mid-April. He tried on at least three occasions to reach someone at the home office in Dallas and his calls were not returned.
Mr. Guerrero told my husband over the phone about various extra parts that were needed. My husband questioned him on several of the parts (example a new battery when the car had a brand new battery in place) and then Mr. Guererro told my husband that mark-up on the parts is where the company "really" makes their money and that he would allow my husband to buy the additional parts needed to avoid the mark-ups. They agreed on a list of parts that was needed and my husband spent roughly $600 on additional parts and took the parts to the shop in Madison.
On June 6 my husband paid the balance and took delivery of the vehicle. On June 11th the car broke down. On June 23rd we paid $135 to have the car towed back to the shop in Madison. On June 26th I spoke with Mike Marek, director of Field operations on June 26th, relayed what was happening and he promised to get answers and call me the next day. On the evening of June 26th, after my conversation with Mr. Marek, Mr. Geurerro contacted my husband and said that the manufacturer had torked the rocker arms too tightly and that the push rods were bent.
Further, on June 26th Mr. Guererro assured my husband that they would order a new engine and have it here "asap". Mr. Marek never re-contacted me although I left several messages.
Today is July 24 and our 1990 Buick LeSabre is still at American Engine Installers in Madison.
On July 21st, I called the Dallas office and Carla in Mr. Hartnack's office laid the phone down and went and got Mr. Marek to the phone for me. I re-told my story and Mr. Marek commented that he had been busy and out of the office and that's why I had not heard from him since June 26th. I gave him my husband's cell phone number and he called my husband to find out what Mr. Guerrero had said was going on. He assured my husband he would speak with Mr. Geurerro and get right back to him.
July 24th I called the home office and was told that Mr. Marek is in the field at the Baton Rouge office. I went on line and called the Baton Rouge phone number and was routed back to Dallas where the man told me that Mr. Marek does not deal with customer issues when in the field and asked if there is anyone else who I would like to speak with. I said no. I called local directory service for Baton Rouge and left a message with "Tommy" to have Mr. Marek call when he arrives.
I have not heard back from Mr. Marek as of August 14th.
This is a rough sketch of our story. Meanwhile we filed a small claims suit and a complaint with the TN Dept of consumer affairs. We are interested in direct contact with anyone who is willing to supply sworn statement for our 9/12 court date or who has had a court experience or arbitration or media coverage.
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