ComplaintsforLael's International Auto Service

• Initial Complaint

  09/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sep. 7, 2021 I took my vehicle into Laels International regarding problems with my engine. At that time, and as stated on the copy of the receipt, my vehicle was “using two quarts of oil per 40-50 miles. Check and Advise”. After the shop diagnosed my car they let me know that the problem was that my engine oil was leaking into and burning my turbo and that that was the reason my vehicle would shoot out blackish exhaust when accelerating and why I was going through engine oil so fast. After paying $3,475.66 for the turbo replacement, I picked up the vehicle on Sept. 14, 2021. Not even two weeks later, and only the third time I drove it since picking it up, my car is back to the same problem with burning through oil and expelling black exhaust when accelerating and I take it into the shop again on Sept 27. Sept28 the shop tells me that now I need to replace all 4 pistons in the engine, a $6,223.15 repair. How could the shop not know this the first time they inspected my cars engine?

  Business response

  09/30/2021

  Hello. The vehicle had a lack of boost pressure from the turbo, as a result of the damaged bearings in the turbo. T he turbo was leaking oil profusely into the exhaust system. It was explained to the customer that the repair of this vehicle would start with replacing the turbo assembly. The excessive oil would need to multiple driving cycles to burn of the raw oil that entered the exhaust system via the old damaged turbo. The customer understood that multiple driving cycles would be needed after turbo replacement, then retest the oil burning concern if any further concern exist. This model vehicle does have known issues well published on the internet for **** having piston ring / oil burning concerns, however with a blown turbo spewing oil into the exhaust, it was needed to start with turbo replacement, burn off the oil in exhaust system , then retest.( turbo assembly has an oil pressure line to turbo for lubrication )

  Customer response

  10/01/2021

  The business is correct that the repair of the vehicle had to start with replacing the turbo as I was made aware that that was the problem found. They are also correct in that **** is known for having problems with engine problems with piston rings and burning oil however, it was not made known to me that this was also a problem with my engine. I was only made aware that the turbo was in need of replacement and that my catalytic converter was damaged, not once were the piston rings mentioned. A repair that was estimated to be twice as expensive as the first, and if this problem was mentioned along with the turbo replacement I would not have spent my money on the repair. But since only the turbo was mentioned as the problem, and that the repair of the catalytic converter could be delayed, and that the piston rings needing replacement not being known, I followed through with the repair and this is where my problem with the business is.

  Business response

  10/02/2021

  I explained to the customer in the beginning that the turbo assembly is defective and must be replaced first in order to move forward with the oil consumption issue. Yes **** has had the oil consumption issue with the piston rings for a few years, usually at a rate of one quart per five hundred to one thousand miles ( 500/1,000 miles ) in previous cases I have never seen an **** 4cyl. 2.0 liter use a quart of oil in 40 miles. Unfortunately, this in not something we could have known or advised the customer of with the state of health the bearings of the turbo were so blown out that the oil was running into the exhaust system. I would be willing to discount the additional repairs needed by $750.00 to assist the customer. Tell us why here...

  Customer response

  10/13/2021

  I think it's clear at this point that the business knowingly withheld important information about the extent of problems with my car prior to replacing the turbo, knowing that I would have to come back for further repairs.  So why would I trust them to do any additional work on my car.  Since they are willing to discount additional repairs by $750, and I am unwilling to have them do any more work on my car, I will drop my complaint if they send me a certified check in that amount instead.

*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. ↩