Complaints

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my **** E4 56.0 diesel ****** in on January 11 for an oil and filter change. While I was waiting in the lobby, I heard the van get revved up very loudly which I thought was a very concerning sound. The mechanic cam out and said that the van was hard to get it into the lift. He then proceeded to perform the oil/filter change. After it was all done, the mechanic told me that my ****** light had come on. I paid and left ***** with my ****** light on, which had never been on before. I left the parking lot and about 100 feet away, I came to the first traffic light and my ****** stalled.. This happened at three other traffic lights until it quit working altogether, broke down, and I had to have my vehicle towed to my house, as I did not know a Diesel Mechanic to work on it in the interim. I drove my van ***** with no issues, no ****** light, no stalling out. I was not able to drive or operate my business for over a week!It has been a complete struggle to try and find a mechanic, not just any mechanic, but a very specialized mechanic that actually works on the 450/6.0 ******s. . Im so very disappointed that when I reached out to the shop owner multiple times, ***** was no effort nor response in getting this resolved. I left multiple voicemails and website inquiries to have this resolved. I requested a refund. I have not heard a word back and have had an extreme amount of expenses accrued in repairs to the van, due to the wrong filter being used that just created havoc!This is what the mechanic found: So the aftermarket oil filter they used was a different height. When you put an oil filter on that is too short, it does not seat against the drain valve all the way inside the oil filter assembly. That causes oil aeration in the oil system. The injectors in your ****** uses high pressure oil to actuate. when you have air in the high pressure oil system, it will cause a misfire or no start. Also worst case scenario, air in the oil system can cause severe internal damage to the ******. That mechanic is lucky he's not buying you a new ****** There are a few ******* videos that explain it too if you look up "wrong oil filter on a 6.0 powerstroke"After having the diesel mechanic fix this filter problem, my van ****** light went off and ran just fine.

  Customer response

  02/23/2024

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  At this time, I have not been contacted by G'z Tires & Rims, LLC regarding complaint ID ********.
  
  Regards,
  
  ***********************
  

  Business response

  03/01/2024

  Regarding the **450/6.0, upon writing up the customers estimate it seemed that she did not want to spend a lot of money and we gave her options to choose from. She ended up choosing the cheaper option to we ordered the parts upon her approval. While pulling the **450 on to our rack it seemed to not have any power. Engine sounded weak and could not make it up the incline. This was before we even put our hands on any parts that make the vehicle function. We finally got it onto the rack after a few tries and proceeded with the oil change. The vehicle never got Loud because the vehicle sounded weak. While doing the oil change we noticed the cheaper part the customer wanted was not the same as the original one on her engine. We ordered her the most expensive part after discussing with the customer and when it was delivered it was an exact match to the one originally on her vehicle to start with. Exact part number, brand, size and shape. We also recommend a new air filter because it was caked up pretty bad, after changing oil and air filters it almost sounded brand new and even the customer was happy to hear it. She payed and left happy with a smile on her face. She even communicated with us a few hours later just to thank us again saying her vehicle has never ran or sounded any better. 

  Customer response

  03/07/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I strongly disagree with the text provided, as it contains several inaccuracies and misrepresentations regarding the maintenance service performed on my vehicle. The mechanic did not present me with different options to choose from; instead, he informed me of the parts he intended to purchase from the parts courier, stating that they were more affordable. He did not disclose that the cheaper part would differ from the original part on my vehicle or that it could potentially affect the vehicle's performance. Additionally, he suggested that I not purchase the filter intended for the **450 and stated that the cheaper filter would suffice, claiming that all filters had the same job. As a customer, I expect honesty and transparency when it comes to vehicle repairs, and in this instance, it seems that there was a lack of communication. Furthermore, the assertion that I chose the cheaper option due to budget constraints is entirely false and unsubstantiated. The mechanic did not offer any alternative options or provide me with any pricing information, and therefore, the implication that I was given choices and opted for the cheaper option is unfounded. Finally, I would like to emphasize that the statement regarding my gratitude toward the mechanic is entirely inaccurate. I sent a text message a few minutes after leaving the service center to inform him that my van was stalling and eventually stopped running, resulting in me having to tow it. In conclusion, I urge that the information regarding the maintenance service on my vehicle is accurately represented. I hope that in the future, there is better communication between mechanics and their customers to avoid misunderstandings. As a customer, I trust that my concerns will be addressed promptly and with the utmost professionalism.
  
  Regards,
  
  ***********************
  
  
  
  
  

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