ComplaintsforTroyer Services, LLC

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see attached I had my vehicle diagnostic by the company he said it was the oil pump so I hand him replace it and then he said charged me $1,600 dollar to fix it that was not the problem then said it was the timeing chain's guides tentioner and charged me $2000 dollars call me and told me it was ready I picked it up it did not have any oil I prove it for 20 miles it did the same thing so I want my money back because he said he did not no what the problem was and he can't fix it

  Business response

  07/19/2023

  On behalf of Troyer Services LLC I would like to express our sincere apologies for this situation. I understand how frustrating an unresolved problem can be.

  Unfortunately, most automotive diagnostics are not simple plug and play solutions. More often than not it is an educated guess until actual teardown is begun.

  The vehicle was towed to our yard in non-running condition. We quickly ascertained that there was no engine oil pressure. The next step we took was to connect a manual gauge to get a positive reading. There was 0 oil pressure, next we cut open the oil filter and found metal particles in it. We then contacted the client to update them on this diagnosis and it was wished for us to go ahead and drop the engine oil pan to investigate further as they felt the presence of these particles was not a concern (previous mechanical experience by said client was expressed) against my better judgement we went ahead. When the oil pan was dropped, we found many plastic pieces and metal shavings. It was then we saw that the timing chain guides had gone to pieces and the chains were stretched. (Most likely due to the severe low oil situation) The oil pump intake was clogged with plastic and metal particles. We were then asked by the customer to replace the oil pump, timing chains and guides. A verbal guarantee of repair was requested which we could not give. The possibility of engine damage from the particles found was too high to guarantee a fix. The repairs were finalized and the vehicle ran well when cold but not when hot. A possible repair would be to replace the camshaft phaser assemblies.

  We then were pressured by the client to do more but at that point, I personally felt uncomfortable continuing any further repair or diagnosis and said so. 

  Also, for clarity the entire service bill was $2000.02  

  Please note that this is detailed on your invoice of which we have a signed copy. Attached is a copy of that invoice. Photos of the timing chain damage are available.  

  As we feel we have done our best to satisfy this customer, we cannot refund this transaction.

  Sincerely, Troyer Services LLC

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