Standard Auto Center
Staples Mill Location
I just thought you should know how I feel concerning the recent work done on my car, a 1997 Ford Escort. I had an engine replacement done and the price was very reasonable at $1800. I appreciated the speed of service, as it only took 4 days to make an engine swap. However, if I have to keep bringing the vehicle back in to be looked at, the speed of service has been replaced by hassles and headaches.
My concern and anger comes from neglect to correct a couple of mistakes. The car made it 9 miles before the check engine light came on. I called Mike to report my findings and Mike said that since there were so many connections made while putting in a new engine that one of them might have been missed or wiggled off. This surprised me that Mike would think the problem was the mechanic forgot to install some components correctly. It doesn't sound like he has that much confidence in his mechanics.
I took the car back in to have it looked at. After diagnosis, it was determined that the EGR valve was faulty and the alternator was slowly dying putting out the correct amount of wattage, but the amperage was dropping. Mike suggested replacing both components. I told him that I would be replacing them. After replacement, I was told that I could come to the shop and they would clear the check engine warning light.
I brought it to Mike's attention at that time (2/2) that there were 3 bolts missing that connected a coolant line to the alternator (2 bolts and a C-clip and bolt). Please refer to Picture # 1. Mike said he would make sure that would be taken care of and make things right.
When I went to pick up the car (2/3), I checked the engine before going into the shop to see if the bolts were put on. One of the bolts was sticking up approximately 1/8 and not one of the three bolts were even hand tight. There is no possibility of the bolts working their way loose since the car had not yet been driven. I took one of the bolts in and put it on the counter and told Mike what I had found. He called back to the mechanic to ask him to tighten the bolts.
I asked Mike for the car key and left. I was furious. Mike should not have had to call back to the mechanic to get this looked at. The mechanic should have done the job the first TWO times - The first when it should have been originally installed and the next after I brought it to his attention. If this is an issue that has been brought up, the customer is going to be looking specifically at it to make sure it is done. Please refer to Picture #1
Also, when the spark plug wires were reattached, the number 3 plug wire was not put back into the spark plug wire clamp, probably because the clip got broken also. He didn't even try and put the spark plug wire back into the routing clip. This wire was also loose at the distributor. The clip and the wires are approximately 2 months old and I installed them. The reason for me asking that the new spark plug wires be reused on the new engine was that they are brand new. Please refer to Pictures #13 and #14
There was a mention that when the check engine light came and the engine was re-diagnosed: there was an issue with the alternator and the EGR valve. I have not had a problem with either the alternator (battery light coming on) or the engine idling roughly before getting the car back.
At the time I returned the car, I mentioned to Mike that the car was idling roughly and was idling low (approx 500rpm). I told Mike that the idle needed to be raised to approx 800-900 rpm, but nothing was done about this. It might be coincidence that the timing of these components (EGR, DPFE, and Alternator) happens to coincide with the engine rebuild. Because of all the other minor mistakes that have happened with the engine, the failure of these two components becomes instantly suspect. Since I know the alternator was removed during the changeover and not reattached correctly, I think the conclusion is obvious.
This is my problem. I paid for this service - $1800. That includes putting ALL components back on the vehicle that were removed during the engine swap. After I brought it to Mike's attention that a couple of bolts were missing, all I was looking for is the bolts to be put back on the car. Not a big deal. I should not have to follow behind the mechanic to make sure the work was done. It was either lazy or vindictive to not tighten the bolts. I will give him the benefit of the doubt and say it wasn't vindictive. So I had to take the time to tighten the bolts myself to make sure it was actually done.
After looking at the car in a little more detail, there are a couple of other little things that were done with the car that were hoping to go unnoticed. The mounting bracket of the throttle cable was broken. From the look of the damage, the plastic was pushed back until it cracked. Please refer to picture # 10. The damage is very recent since there is no dirt or other markings on the crack.
Since I know that is the direction the engine had to come out, that is my logical conclusion that it cracked when the engine was either going in or coming out therefore Standard Auto's responsibility to replace the bracket.
I talked with Mike yesterday (2/26) and he said again that he would do whatever it takes to make it right with me. He offered to pay for a rental car for me while they fix the problems with the car and that he was confident that the corrections would not take 24 hours. I asked him for a rebate for all the screw ups, missing parts, lost time, ect that has happened. He said that they do not give discounts or rebates for previous work.
He then mentioned that there was a cost associated with the rental car and basically implied that would cover it. Mike said that he would have to talk with the owner about a discount or rebate. He also said that he might be able to work something out to do work on the car free of charge. Mike said that he tried several times to contact the owner, but the owner was out of town at a car auction.
I mentioned that there is a cost associated with my time. This time includes arranging time and rides to and from Standard Auto. As much as I enjoy waiting in the lobby of Standard Auto, I have places I would rather be and places I need to be. This is not only irritating that I have to come back and forth to the shop this many times, but it is also time consuming.
When I got the call that the car was ready 2/1, I assumed incorrectly that the car was actually fixed. This is not the case. I moved the following weekend so I did not look at the car or replace the EGR until then (2/24). That was when I started documenting the mistakes the mechanic made. So far I have dedicated at least 4 hours to this car either sitting in your lobby after the car was supposed to have been fixed or fixing problems made by Standard Auto:
Hour to drop the car off after going 9 miles and the check engine light coming on 2/2
hour to pick up the car 2/3
At least 2 hours locating the problems on the car and taking pictures of the mistakes 2/24
Electrical diagnosis of alternator 2/24 (Because of a misdiagnosis by Standard Auto)
45 minutes explaining the problems to Mike and showing him the pictures 2/26
1 hour to drop off the car and to get the rental car 2/27
hour to return the rental car and look over the car 2/28
I feel I should be somewhat compensated for this complete waste of my time and gross negligence on the part of your mechanic.
I understand that you are a businessman and have commitments to yourself and your employees. You also have a commitment to your clients. I understand that Mike has had a talk with the mechanic that did the work and will be going over his work in the future.
In my opinion, I have been the one who did the work and/or identified a lot of the work that the mechanic did not do. The mechanic should have done the work, ALL of the work, the CORRECT way the FIRST time. I should not have to go back behind him to make sure he did the work that I have PAID him to do. It is like putting on tires and not attaching the lug nuts. Yes, technically the tire is on the hub, but it is not attached the way it was designed. And YES, Standard Auto did not tighten up lug nuts on my other car.
I have built engines several times in the past and understand the process. Rebuilding an existing engine is more detailed and technically challenging than swapping one out. I don't think anyone even took my car for a test drive. If they did, they would have quickly discovered the Check Engine light coming on. I floored the accelerator once, the car stuttered, and the Check Engine light and the Check Battery light came and stayed on. I took the EGR off the new engine and the EGR and connecting tube were full of carbon deposits. It would have taken no time at all to spray carburetor cleaner in the tube before reinstalling it. Since the EGR was physically attached to the new engine when installed and the EGR was faulty, Standard Auto installed a bad part on my car.
I found and can provide pictures and documentation of the following:
vacuum lines unplugged (I reconnected the vacuum lines)
the wire)
one of the spark plug wires touching the engine (I rerouted the wire)
cracked and missing routing clips for the spark plugs wires, (this was corrected with a zip tie instead of the routing clips Standard Auto broke) Please refer to
Picture #13 and #14
approximately 20 bolts missing, (Standard Auto replaced the bolts) Please see Pictures #3 - #6
cracked clips on the throttle assembly (Standard Auto broke and not replaced) Please refer to Picture #10
bracket and bolts missing connecting transmission to the exhaust (Mike said that the bracket would not fit on the new engine and was left off still off and not returned to me) Please refer to Picture #5 and #6
plastic cover missing from the radiator (Standard Auto lost and not returned) Please refer to Picture #9
wiring looms not in their harness (Still out) Please refer to Picture #11 and #12
wiring harnesses not hooked up (to the knock sensor which is still missing) Please refer to Picture #7
new and fresh leaks (Mike said that they do not warranty engines or leaks since the engine is used.) Please refer to Picture #6
I was told that the mechanic ran a diagnostic and the alternator was slowly loosing power and needed to be replaced. The check battery light came on at the same time as the check engine light at 9 miles after engine replacement. I ran the diagnostics myself on the alternator to check functionality and found the alternator to be within specifications. The Diagnostic was not correct. The real problem was that the #3 spark plug wire was not all the way connected on the distributor and was touching the engine. I correctly attached the wire and have not had a problem since. Please refer to Picture # 13 and #14
The sheer volume of mistakes and missing or broken parts is beyond anything I have ever experienced in a professional capacity. I have heard people talking about having an honest mechanic. I can't help thinking to myself that all the things that were missing, broken, or not attached would just go unnoticed. Yes, most of the items are pretty minor in the grand scheme of things, but they are all adding up. I am upset not only for myself, but for how many other people that this happened too, but they don't have the mechanical ability to know it.
Being in a service capacity as a project manager, I have been in Mike's shoes. I am usually the one getting yelled at. With the sheer volume of mistakes the mechanic did, I would usually offer a discount on the purchase price especially when my people did not do what I was contracted to do.
When I asked Mike if I would get a discount, he said that they do not give discounts on work already preformed. He said that he would have to talk to the owner about getting some other services done, like oil changes, ect. Mike said he tried a couple of times but had not been able to get through.
2/28
I got the car back and there the repairs that Standard Auto did were not satisfactory. It was a Bandaid job. They did not replace the parts they broke. The wire routing clips were zip tied. The throttle control clip is still broken. The DPFE sensor was mounted with 4 washers on both sides of a bolt instead of the original rubber gaskets. The rubber radiator cover is still missing. And the bracket for the exhaust is still missing. I have a Knock sensor attached to nothing. I have less on my car than when I brought it in.
3/9
I went over to Standard Auto to strip the engine. When I got there, Mike asked if I could come back in about a half hour since they had an inspection going on. I said sure. I came back after a half hour and Mike had me set up by the engine and told me that I could use the Honda that was there to set my tools on, since the car was going to be junked. I was very appreciative of Mike for letting me use the shop to strip the engine. It was above and beyond the normal request and I appreciated it.
I started stripping the engine and the regional manager looked over and said, You look familiar. Aren't you from Texas? I said yes and then he said, I met your Dad didn't I? I said yes. He asked what I was doing and I said that I was stripping the engine to try and recuperate some of the cost of the engine. He asked what they had done and I replied that they had replaced my engine. He asked how the engine was working out for me and I asked if he wanted honest and I said that the car was running pretty crappy. I thought that the engine might even be the wrong year engine since there was a bracket that did not now fit and that there was now a knock sensor that was not hooked up. He said that we should go and talk with Mike about it.
With the conversation with Mike, He said that Standard Auto would order the part and put it in, and then do run a diagnostic to make sure everything was working correctly. I said that I would pick up the cost of the DPFE sensor and Standard Auto would pick up the cost for the labor, diagnostic, and installation costs. I said that was fair. He asked when I could leave the car and I said I would drop it off in the morning.
3/10
I went over with a friend to pick up the rest of the engine. When I went to pick up the engine, I asked Mike if he had ordered the DFPE yet. Mike apparently did not know he was to order the part. So he called several parts houses and ordered the part. Finally one of them had it in stock and he sent someone over to pick up the part. I left with the engine and got a ride to drop off the car. I dropped the car off at around 11:00. There was no one behind the counter so I filled out one of the forms and left the form and the key on the stool and left.
I got a call from Mike after 5:00 that the car was fixed and that he was going to test drive it. I asked if the Check Engine light was still on and he said that the tester was locked up and the mechanics had all gone home and that he did not have access to clear the computer codes. This sounded pretty suspicious since he was the manager and he should have access to everything, especially the high dollar computer testers.
Mike was able to locate a computer diagnostic tester and clear the codes. He said that one of the codes recovered was a misfire of cylinders #2 and #4. I would say that directly relates to the engine and how it operates. On the repair ticket, it only mentions #2 misfiring, but verbally Mike told me #2 and #4 misfired.
When I got there Mike showed me the old DPFE sensor and showed me the new one. One of the bolts (two ended bolts with a rubber gasket around it) broke when he took the sensor off and he explained that since the car was so old that Stuff breaks. That has happened on several other clips and connectors. He reinstalled the DPFE sensor with 4 washers per side. I mentioned to him again that the car was idling too low and the comment didn't go anywhere.
We go back inside and talk about the car. We almost got into an argument talking about the car. He said that the mechanics were scared to touch the car because I took pictures. The reason I took pictures is to document the complete lack of professionalism that happened with my car. I took the pictures mostly so someone would not have to look under my car to see all the problems and I didn't think anyone would believe me if I told someone that there were that many problems with my car. I thought I was taking my car to a reputable mechanic, one whom could do the job. Now the pictures are a documentation of the work preformed.
The feeling I have gotten since having the engine switch is we did the work and basically go away. Mike said that You can't come in here every time the Check Engine light comes on and expect us to do the diagnosis for free. That is a quote. I was appalled.
The check engine light came on after 9, repeat, 9 miles after getting the car back from an engine swap. I don't know about you, but that is not a good sign. He even said the regional manager did not know the whole story about my car. Mike installed the DPFE sensor himself and it sounded like he was upset that he did it himself. He tried to explain that there were over 500 different sensors that can go wrong with my engine and any one of them can turn the Check Engine light on, including running the car out of gas.
I understand that there are numerous things that can go wrong with a car and an engine. But while the car is under the 90 day warranty, I will bring it in every time. I am not even a month into the warranty and I am repeatedly having problems. Mike said that they will do a diagnostic on the car and if the problem does not have to do with the engine that I would have to pick up the cost of the diagnostic. Then it would be my decision if Standard Auto would do the work. That is fine and I do agree with him to a point. I do expect that if I pay someone to do a job that I should not have to worry about it after driving it the next day. I have not had anything but problems since getting the car back.
Mike admits that there were several times that the mechanic screwed up, but that problem has been addressed and will not happen again. That is great for the next person, but it does nothing for my situation. I have been back to Standard Auto several times while they attempted to correct the problems. I understand that my car has 126k miles on it and it is not going to be a new car and I really don't expect it too. However, I do expect my car to function correctly.
The feeling I get is that since I got a rental car while they corrected all the problems I documented that it will cover all the time and aggravation that I have had to deal with since paying for this service. The rental was $80. I have spent hours waiting in the lobby there. I have had to bother people repeatedly to come and give me rides to and from the shop. I had to do the diagnostics on the alternator myself because of a wire that was not plugged in correctly. I have had to reinstall vacuum lines that were left off.
The feeling I get is that Mike is did me a favor by giving me the rental car. My feeling is that is the least they could do while they were fixing the problems, missing parts (which some of them are still missing), that they should have done in the first place. I can't believe I have had to go back over the work done (or in this case not done) and point out all the mistakes the mechanics made. And now the mechanics and Mike are upset that I showed them their mistakes and are scared to touch my car.
When I left I told Mike that right now we had a clean slate if my car worked after this. I clarified that if my Check Engine light came or my car broke down to or from my Washington DC trip on Monday (3/12) that I would raise holy hell. I am 100% serious about that. I would have rather had the cost of a new EGR and a DPFE sensor or anything else - rolled up into the cost of the engine swap when I originally picked up the car. I dropped $1800 that afternoon. Another $100 or so would not have been that big of deal to get the car right when I picked it up on 2/2.
However, I have spent the same amount of money to pick up the EGR and DPFE sensor anyway. Customer retention might not be a big item on Mike's itinerary, but it should be. The feeling I get that Mike doesn't want to see me again and to be honest I don't want to have to see him again because that would mean there was another problem with the car. After replacing the EGR as well as the DPFE sensor, my car is STILL not functional.
At this point, I really don't know how to resolve this, but right now I really feel used and not valued as a customer at all. Basically I am feeling ripped off. I know there will be a lot of finger pointing, and to be honest, all the parties involved will have valid points and arguments.
Everyone has some fault in this, myself included. For what we can do at this point, I am not sure where we need to head from here. But something must be done. Since getting my car back, the Check Engine light has been on constantly since the first day and the engine is not performing up to even basic standards. For one example, there has been misfiring cylinders on more than one occasion.
3/12
It should have, but did not, surprise me that the Check Engine light came back on before I could even get on the freeway. The car stuttered and the light blinked several times and then stayed on for good. This is ridiculous. If the car is misfiring on this regular of a basis I want a new engine. The one that was put in my car is not functioning and has not since the first day.
After talking with my father who specializes in this exact thing for Ford Motor Company, he agrees with me that Standard Auto did not do a good job with this and that they installed the incorrect engine. He is convinced that with as little as I have told him that my car will not ever perform correctly because the engine that was installed in my car is not the correct engine for my car. According to the repair order instruction written by Mike on 2/27:
Replace missing bolts per customer's request. Correct problems documented in pictures. Wire under intake is knock sensor. OLD motor did not have knock sensor. Bracket for exhaust DID NOT FIT because oil pans are not the same on OLD motor VS new motor.
There are only TWO reasons a part will not fit: ONE the part was not installed correctly and TWO
The reason the wiring harnesses, exhaust bracket, knock sensor, ect are not fitting on the car is that the incorrect engine was installed in my car.
My old engine did not have a knock sensor because it did not REQUIRE one. Please refer to Picture #7. The oil pans are different sizes / shapes because of different engine configuration. The exhaust bracket would fit if the engine was the same or the mechanic put the engine in correctly. Please refer to Pictures #5 and #6. The wiring looms will not fit in the harnesses because the engine is now sitting far enough away that loom will not fit. Please refer to Pictures #11 and #12.
My car will always have the Check Engine light on because the computer is checking for sensor information that is not there, because the new engine does not have the sensors or has different sensors. Just one of the sensors will throw my engine off and have it running badly just one. I currently have an engine that does not have a knock sensor. My new engine requires one where my original engine did not.
I am driving my car with the new engine without a knock sensor because Standard Auto did not put one on. My original engine did not require one, while the new one does. Seeing that the knock sensor sends signals to the PCM telling it to either increase or decrease the engine timing, I would say that is directly related to my poorly functioning engine.
According to the book: To prevent knock damage, some manufactures program the PCM to retard timing if no knock sensor is detected. (Since mine is missing, that would be the case.) On these engines, if the knock sensor fails, instead of constant knocking, the engine will perform poorly because timing will be retarded all the time.
Currently, this the fourth time in a month that I have had to return the car to Standard Auto to get it corrected. I have replaced both the EGR and the DPFE sensor that was supposed to correct the problem. It has not. I think I have been fairly patient up to this point. The feeling I get from Mike is that when the Check Engine light to comes on, it is not anything related to the engine or the work they did. How can it not be? The light has been on every day since the engine swap. EVERY DAY.
After finding all those problems with my car and all the parts missing, not put on, ect. How can I not be upset and suspicious that the work was not done up to standards.
This is the situation I find myself in now. I can not get my car inspected because of the Check Engine light. I can not even sell my car now, because the engine light is on. Even if I was able to sell it, I would not get the full asking price because there is a mechanical failure related to the engine. The light comes on for a reason there is a problem related to the engine not the oil, gas, coolant, or anything else.
I need my car to function, not necessarily perform, but function. This is a direct cause of the incorrect engine swap out by Standard Auto and I am holding them responsible. My car will not function because there is not the correct engine in the car and the computer can not work with different parameters due to an incorrect engine.
To put a blunt point on this matter, I need to have the correct engine installed in my car by another service shop. I have already paid for this service once. The service shop on Staples Mill either does not have the technical expertise to do the swap, or are unwilling to do so. I have tried on several occasions (see above) to get Mike, the service Manager, to correct the problems and he is unwilling to do so. The corrections he is willing to do are sub par.
June 28
The car died and would not hold idle. The car was towed to Hall's Tire and Auto and it was determined that something had broken off inside the engine and will not run. I called Standard Auto and asked to speak with Mike. I was told that Mike no longer worked at that location. I instead explained the situation to Gary. I told him that Jimmy knows all about it and Gary needs to talk with Jimmy to get filled in on the situation. Gary said the car needs to be towed to the Staples Mill location and they could work on it. Gary asked if I had my receipts and I told him I was on vacation and 2000 miles away. I did not have access to the receipts since they were in my house. Gary said no problem and they will take a look at it and fix it.
July 9
The car is towed to Standard Auto on Staples Mill. Gary said he would not touch the car without the receipts. I reminded Gary who I was and mentioned that there was a letter including pictures detailing the issues with my car. He said he already has seen the pictures on the office computer.
July 18
I got back from vacation and went to talk with Gary about the car. I gave Gary a copy of the letter I gave Jimmy detailing the issues with the car on March 14. Gary said he had not seen the letter before. Gary reiterated that he would not touch the car without the receipts. I told him I would get them to him either that day or the following day. Gary said the car has a pretty good knock in the engine. If we have to change out the engine, we will do that. I just have to have the receipts and get it approved.
July 19
I gave Gary copies of the receipts and he said Give me 48 hours and we will call you.
July 21
Went back up to Standard Auto to find out what was happening with the car. He said he still hasn't heard anything yet from Jimmy. Call back on Monday around noon. I told him I had to have an answer by Monday with no more excuses.
July 23
I went back up to Standard Auto and Gary wasn't even there and had taken the day off. I demanded that I be able to talk with Jimmy and they said he was at another location. I borrowed their phone and called Jimmy. I explained what was going on and what Gary had told me. Jimmy said that Gary had not contacted him. That means that Gary lied to me 3 times already. I asked Jimmy what kind of business he was running. I also said that I was done and have lost my patience with this whole problem. I reiterated that the car only has 8000 miles on it before it stopped working. I told Jimmy that I was going to have to take measures and Jimmy said Do what you have to do. I can't believe I have to sue a company to get them to do the job correctly.
Jimmy asked where I got the engine. I told him that Mike got the engine from God knows where. I then explained that the head gasket blew on the old engine and Mike got the new engine and put it in. Jimmy said that he would have to call Mike and find out where he got the engine and that he would go over the documentation and get back with me sometime today.
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