ComplaintsforEuropean & Foreign Motor Works, Inc.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 24, 2024, I dropped my vehicle off to be diagnosed and potentially repaired. Later that day, I was advised that there was an internal engine failure in the vehicle. They were advised that I had an extended warranty and would be working with them for the repair. On July 5th I received a call from ***** stating that due to the amount of time it has taken with communicating with the warranty company I would need to pick up my vehicle. They were advised that I was out of town but would reace out upon returning. On July 8th I notified them that the dealership where the vehicle was purchased would be picking the vehicle ul and requested a diagnostic in writing. I was told they couldn't provide it due to no one paying for it. I then communicated that I would pay for it, but would need the issue that they communicated with me in writing.

  Business response

  08/12/2024

  BBB Response to Customer :

  We have reviewed your complaint and honestly we don't understand the nature of what is being asked from us. We had communicated via text message and via email about the updates that we were receiving from the extended warranty. We have Explained in detail to you via text message & e-mail what we found of the cause of failure of your vehicle engine (Cylinder low compression). The extended warranty was waiting on the bill of sale from the dealership where the vehicle was purchased (which it toke more than 2 weeks, & this is not a standard waiting time), due to the mileage being different from the vehicle to the extended warranty documents. We continued to wait to receive some response back from the extended warranty and letting customer know what our updates were. We did let customer know via email that the extended warranty said that until the bill of sale was sent over, we could not proceed with anything else. We explain to customer also the exact procedure of their extended warranty company (Policy statement & procedures) just to be 100% clear and avoid misunderstandings (We have on records the explain dialog via text and e-mail). Due the nature & cost of the repair needed, the extended guarantee usually ask for the brake down of the engine in order to show the point of failure, then they will send an inspector in order to confirm the internal damage of the engine, at this point we explain to the customer what will be the different scenarios that can occur after this point:

  First: we explain to the customer that if the extended guarantee require the brake down of the engine, this labor will not be covered in any case from the extended guarantee and no matter what is the customer responsibility to pay for the labor involved to do the brake down & we need the customer approval in order to do that.

  Second: We explain to the customer that once the brake down is done, then is the extended guarantee decision if they will cover the repairs or not, we do not have anything to do with this decision, in the case the guarantee will cover the engine, the extended guarantee policy states that the customer still responsible for the brake down plus deductible. Now if the guarantee will not cover the engine, then the customer will have to pay for the repair or if the customer don't want to fix the issue, they have 2 options 1) Pick the car up as-is & pay only for the brake down or if the customer want the engine to be re-assembled back, customer will be responsible for the labor of brake down plus the parts needed.

   After having the vehicle in our facility for more than 2 weeks, we asked the customer that we would need to have the vehicle picked up by Monday, July 8th, until we received a response from the extended warranty if they want to proceed or not( for multiple reasons including unnecessary liability). Customer mentioned to us that they would not be in town until Monday (which we agree with that), July 8th. Customer sent a text message letting us know that the dealership would be picking up the vehicle via tow. Customer came over to our repair shop facility picked up a few items from the vehicle before dealership sent the tow over. Customer requested that we let them know once the towing from the dealership arrived over our repair shop facility, to make sure the vehicle got picked up. Customer did not ask for a copy of the estimate in person, customer was very comprehensive of the situation and she had thanked us for the whole process.

  ************ mention in the office that they possibly will proceed legally against dealer or extended guarantee company, then Mr * said that if something is needed, we will release the necessary info to the court if requested,  Then customer left with no complains.

  To be honest here, I think customer is blaming the wrong side, we just inform customer and extended guarantee what we found wrong in the engine of customer car, we really sorry about this situation but is not our fault on what happened, we did the procedures as the extended guarantee require.

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  *********************
  European & Foreign Motor Works
  *********************
  ************, IN, 46268
  
  

*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. ↩