ComplaintsforCrosstown Engine Rebuilders

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint: Delay in getting an appointment for checking and correcting my car which is not in drivable condition and is under warranty. I did my car's engine rebuild at CrossTown Engine manufacturing in December 2021 (twice repaired and I got my car after repair in drivable condition on the 1st week of Felruary 2022) and I got a warranty for 3 years or 60000 Kms. Now I drove a little more than 3000 km. While driving, twice my car's engine stopped automatically. Since it has not happened on highways I was not hurt. On May11, 2022 second time it happened. On May 13, 2022, when I talked to Loius and explained my car's serious issues, he told me that the latest appointment available is only on June 8, 2022. Since I was have no other choice, I started using my car carefully waiting for my June 8 appointment but suddenly on May 25th, the car was no more drivable. On May 26, when I try to convince him to get my appointment preponed, but he was not even listening to my issues and told me to wait and bring the car only on June 8, 2022, because he cannot change other appointments. He disconnected the call also. I emailed him the same day but till date I have received a reply. I am mentioning that email at the bottom of the email. His customer service was very disappointing, not even listening to the client's issues. I got very surprised when I got a longer appointment for a serious issue like this. I have a family too, what he can do if I got injured or anything happens to my life. I am very disappointed with the choice I made to take my vehicle to his workshop. I spent $13500+ for this repair and still, my car is in not in good shape. The warranty is for 60000 km or 3 years, so I need to have a clarity on the warranty service. What I need is, whenever an immediate appointment is not possible I need a backup vehicle to drive OR pay me $50 daily rental money till the appointment date. For current issue, I need it from May 26, 2022. I don't want to spend $1000+ for 2 weeks rentals. He is running a business and I don't want to effect his business in a bad way. But I feel it is very unfair to wait weeks just to have a preliminary check-up for a vehicle under warranty. If it is his policy to check vehicles only when gets free time, then he has to provide clients with a backup vehicle to drive. He should have some kind of arrangement for the immediate repair of cars under warranty. I am not sure home many of his clients are facing the same issues. In the 60000 km warranty period, if someone face problem 5 times and he gets appointments after weeks, every single time the client has to spend minimum $1000 for rental, which is very unfair. I am a real estate agent, I drive a lot and I need a vehicle for daily commute. Also currently, I am going through big financial crisis. Attaching the invoice & the warranty paper for your reference. Kindly do the needful to get me a fair solution for this issue. Thank you,

  Business response

  25/07/2022

  Business Response /* (1000, 5, 2022/06/17) */ this customer purchased a ***** engine with a warranty for 3 years, 60,000 kms......he had contacted us a about some issues that he was having with his car, i scheduled the vehicle to be brought in according to the amount of work we have in the shop. he called back a few days later and demanded that we look at his car immediately, and had no concern about what we were working on or would to listen to the fact that we are not able to accommodate this...we brought the vehicle on schedule in fixed the problems, and returned to the customer...we dont provide rental cars while vehicles have too be brought in for warranty repairs Consumer Response /* (3000, 7, 2022/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi, I did not purchase any old engine, I gave my car to rebuild my car's original engine. My concerns is for the appointment only. About repairing, first time when I called my car was in drivable condition and I accepted the appointment which was almost a month later but the second time I called because my car was no more drivable and it was in my car garage. I am ok if I get a long appointment if my car is in drivable condition but if it is not in a drivable condition, being a car that has valid warranty, getting appointment after weeks is very unfair. Then I have to go for rental by spending 100's or 1000+ dollars. My warranty is for 60k Km and now I covered only 3000 km so situation like this could come later. What I expect is an immediate appointment if my car is not in drivable condition. Thank you, ***** ***** Business Response /* (4000, 9, 2022/07/14) */ NOT SURE WHY THIS CUSTOMER IS FILING A COMPLAINT, WE BROUGHT HIS CAR IN, FOUND THAT HE HAS A TRANSMISSION AND AN CV AXLE SEAAL LEAKING, THIS IS NOT PART OF THE WORK WE DID, AND WE ACCOMADE OUR CUSTOMERS THAT REQUIRE SERVICE WITHIN A RESPONABLE TIME, AND IN AN ORDERLY MANNER..

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩