Complaints

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Invoice ***** dated May 23, 2022: $2301.17 Cylinder heads were at machine shop to be fixed, due to oil leak. Various other head gaskets and parts were also replaced, for a total of $2301.17. We were told verbally that all work was guaranteed for one year. Car started leaking oil again after one week. Leak got worse and worse until we called and returned the car to Marshall's for warranty repair. Invoice ***** dated Oct 20, 2022: $411.67 Returned car to Marshall's for repair of very bad oil leak. They replaced the timing cover, and also said radiator was busted and needed replacing. Not sure where the radiator was broken; I drove the car an hour and a half to get to the shop, and it never overheated. (??) I did notice, however, when I picked up the car, that the back seat had been laid down to use the cargo area. There was straw in the cargo area and back floorboards. (??) I get the car home, and it's profusely leaking both engine oil and transmission fluid. Passenger taillight was cracked and holding water. I was frustrated with Marshall's at this point, and didnt want to drive the 1-1/2 hours to their shop, so I took it to a local shop for evaluation. They had to replace the timing cover, that was supposedly replace back in the first visit to Marshall's. It had a visible crack where the bolts screw in. According to **** ****** ***** someone had used silicone to try and fix the cracked cover I paid for on May 23rd. They said several bolts were missing, with silicone used to fill the screw holes. I had to pay them $2178.37 for all the repairs they made due to Marshall's negligence. I'm out $2178.37 to **** ****** ****, and $2712.84 to Marshall's. I feel like Marshall's had inexperienced boys working on the car, and didn't fix the problem at all, they actually made it worse. I did send a letter to the owner 1/11/23, but never got a response. My husband passed away 9/5/22, which is why I haven't followed through on this complaint until now.

  

  Business response

  06/22/2023

  Please note all costs of repairs done at our facility are related to issues not with the timing cover. If you look at each invoice provided by Mrs. ****** you can see that all charges are repairs related to head gasket replacement an radiator replacement.  Upon return for the timing cover gasket leak the radiator was found to have a small leak. I lot of coolant has to be lost to start the process of overheating. Customer was notified and authorized the replacement. On invoice ***** you can see a line item for removal and replacement of timing cover with a chagre of $0 this was to replace the gasket which was the area that appeared to be leaking at the time. This was at the time a 21 year old car with a problematic engine that was soon discontinued by ******. I can provide an affidavit from a ****** certified technician stating that these cars had issues with timing covers cracking, warping and leaking. As far as the straw in the back we are mechanics not farmers. I can't say to the origins of that. Had Mrs. ****** Called and Notified us when the problem was found we would have been more than happy to help her out in anyway. here it is 8 months later and a refund is requested. I would like to see an amicable settlement but a full refund is not it.

  Customer response

  06/22/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ***** ******

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