Here is the lying responce to the complant filed with the BBB
Consumer's Original Complaint:
I'm restoring a 1974 Chevy Truck and purchased an engine that was said to be rebuilt and ready to drop in and go. The engine was not set to number 1 firing position as all engines that I've bought from different dealers in the passed have. The valves were not addjusted causing over half the cylinders to have zero compression. After addjusting the valves it still took me 3 times to get it through emissions cheak.
I drove the truck about 100 miles when it blew a head gasket. The head bolts are suppose to be torque to 130 foot pounds but no bolt held a torque of over 30 pounds. After removing the head I discovered a grove was worn in the block between number 5 and 7 cylinders making the engine useless. I contacked the owner of 5 Stars who was no help and wanted to charge me in full for a replacement. After buying the engine it wasn't started for 10 months and when the head blew it was 3 weeks out of warranty, a one year 12,000 mile.
The owner had alot of reasons why it was my fault but there is no way a head is not going to blow with it torqued with a pair of plyers. The engine was a long way from being ready to drop in and go. I also know to retorque all the bolts after 500 miles but as I've said I had less than 100 miles on it. I have repaired, replaced, and rebuilt enought engines in my life to know the one sold to me was far from being ready to drop in and go.
Consumer's Desired Resolution:
Replacement and apology.
BBB Processing
06/09 web BBB Case Received by BBB
06/21 adh BBB Case Reviewed by BBB
06/21 Otto EMAIL Send Acknowledgement to Consumer
06/21 Otto MAIL 1st Notification to NonMember of Dispute
06/22 BBB MORE INFO RECEIVED FROM THE CONSUMER: Durn the time of purchase I was told unless the intake manifold sheet metal valley plate and the oil pans splash shild was removed it would void warranty. I installed a new intake manifold and against my better judgement I removed the splash shield. The shield protects the engine from running out of oil on grades, durn fast stops and starts, and keeps oil from slinging on the crank shaft and the cylinder walls.
07/03 OttO BBB No response to first notice to business
07/03 OttO EMAIL Consumer - Have You Heard From the Company
07/03 OttO MAIL Reminder of Dispute to Business
07/03 WEB BBB RECEIVE BUSINESS RESPONSE: Contact Name and Title: Chris Smith / President
Contact Phone: 623-939-0345
Contact Email: [email protected]
Five Star Engine & Cylinder Head Exchange Inc.
6817 N. 56th Ave.
Glendale, Az. 85301
(602) 939-0345
Better Business Bureau
4428 N. 12st.
Phoenix, Az. 85014
(602) 264-1727
RE: #97018327 Garry XXXXXXXXXXX
To Whom it May Concern:
Mr. Newby purchased an Chevrolet 350 remanufactured long block assembly from Five Star with a one year unlimited mileage warrantly. Mr. Newby contacted Five Star about issues with the engine well out of the warranty period. Mr. Newby stated that the engine was not set to #1 cylinder and the valves were not adjusted. EVERY Chevrolet engine we sell with the provision that the installer must adjust the valves and set the timing, this is a common practice with all engine remanufacturers. We sell thousands of Chevrolet 350 engines and they are sold with the same provisions. Mr. Newby stated that the head (s) were not torqued properly. Every cylinder head is triple checked for head torque with state of the art high quality torque wrenches. If a head was not torqued, it would not last 1 mile much less than the "only 100" alleged. We offered to diagnosis and repair the engine at cost not "charge me in full for a replacement" because the engine was purchased from us. Mr. Newby does not know what exactly is the problem and what caused it. Five Star has not diagnosed the engine and has not stated the problem or cause either. We have been more than courteous to offer a repair at cost even though the engine is out of our limited warranty period. We do not control the circumstances and time frame Mr. Newby has chose to follow concerning the engine. Mr. Newby has a copy of the warranty contract signed by Mr. Newby as does Five Star. We will offer no monetary or any other type of restitution to Mr. XXXXXXXXXXX.
Thank You,
Chris Smith President
07/03 adh EMAIL Forward Business response to Consumer
07/06 WEB BBB CONSUMER REBUTTAL TO BUSINESS: (The consumer indicated he/she DID NOT accept the response from the business.)
1)"with the engine well out of the warranty period" The engine was less than 3 weeks out of warranty. "EVERY Chevrolet engine we sell with the provision that the installer must adjust the valves and set the timing." I was never told no such a thing until I phoned 5 star after doing a compression test and finding zero readings in most cylinders.
3)" this is a common practice with all engine re-manufacturers." Every re-manufacturer I have dealt with or talked to says different, plus both my wife and mother were told by Mr. Smith every engine he sold was ready to drop in and go. The valves on the 350 can be adjusted simple enough by setting each piston to it's top dead center.
4)"Every cylinder head is triple checked for head torque with state of the art high quality torque wrenches." An average price for an engine of that type is $1400.00.5 Star charges about $900.00. At that price for Mr. Smith to say not only does he use state of the art equipment but also triple checks everything yet doesn't make a simple valve adjustment don't add up. The time spent and equipment used would have bankrupted the company long ago.
5)"We offered to diagnosis and repair the engine at cost." I needed no diagnosis. One look after pulling the head I knew the block was scrap. I knew the head was far from being torqued to the required 130 foot pounds. Mr. Smith told me durn the phone call it was caused by a lean mixture so his diagnosis over the phone was enought for me not wanting 5 Star to work on my weed eater let alone my truck. Also before removing the other head I allowed others to break torque on some bolts and they also saw the heads were not close to spects
.
6)"Mr. Newby does not know what exactly is the problem and what caused it. "I DO KNOW WHAT THE PROBLEM IS AND I DO KNOW WHAT CAUSED IT and it wasn't a lean mixture or any other lame reason an engine with less than 100 miles fails.
7)"We have been more than courteous to offer a repair at cost even though the engine is out of our limited warranty period." As stated above I would not let this company work on my weed eater and add that to the out right lies in his response to my complaint I know 5 star is a company that also should not be trusted.
All I want is the block replaced. I will save them the cost of their so called free labor. There are 2 things good to come out of this. 1 when you see a price to good to be true, it is. And 2 I will always cheak with the BBB before making any major buys.
Thank you
Garry XXXXXXXXXXX
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